KUL Exceeds QoS Targets for October 2018 Including for 5 New Elements

SEPANG – KL International Airport (IATA Code: KUL) again exceeded the service quality targets in October 2018 set under the Malaysian Aviation Commission (MAVCOM) Airport Quality of Service (QoS) framework. Initiated in September 2018, QoS is a service performance measure that is meant to ensure consistent passenger comfort at the airport and improved airport user experience for stakeholders.

In the first month of the QoS implementation, three elements were measured i.e. cleanliness of the passenger toilets, the condition of the staff toilets and the reliability of the ramp Wi-Fi. The second month saw the addition of five new service elements measured i.e. availability and reliability of Aerotrain service at KLIA Main Terminal, availability and reliability of people movers such as lifts, escalators and walkalators, availability and reliability of passenger boarding bridges (Aerobridges), efficiency of the Visual Docking Guidance System (VDGS) for aircraft, and operator readiness prior to aircraft on-chock time upon arrival.

Acting group chief executive officer of Malaysia Airports Raja Azmi Raja Nazuddin was elated with the recent QoS results, saying, “We are delighted that we were able to continue exceeding the service targets as both terminals even with the addition of five new service elements, bringing the total to eight. As an aspiring service leader, consistency of service levels at the airport is crucial in enhancing guest experience.”

“Meeting the QoS targets is a fraction of the many initiatives we are doing to improve guest experience. At the core, we want to transform the mindset of our people and imbue them with a first-world service culture. That was why we recently launched the ‘Happy Guests, Caring Hosts' service culture transformation programme recently,” he added.

KUL achieved the following scores for the service quality elements in the Airport QoS framework for the month of October. Service levels at both terminals in KUL, KLIA Main Terminal and klia2 were measured separately:

Service Quality ElementImplementation StatusMeasurement MechanismTargetTerminalKLIAklia2

Cleanliness of Washrooms

Live from Sept '18 onwards

Independent Inspection

90% pass

98%

99%

Ramp Wi-Fi

Live from Sept '18 onwards

Independent Inspection

Pass

Pass

Pass

Staff Washrooms

Live from Sept '18 onwards

Independent Inspection

80% pass

95%

94%

Aerotrains TTS- 2 Trains

Live from Oct '18 onwards

Equipment Availibility

98.00%

98%

N/A

Aerotrain TTS- 1 Train

Live from Oct '18 onwards

Equipment Availibility

99.50%

100%

N/A

Lifts, Escalators & Walkalators

Live from Oct '18 onwards

Equipment Availibility

99.50%

99.89%

99.66%

Aerobridge Availability

Live from Oct '18 onwards

Equipment Availibility

99.50%

99.92%

99.99%

VDGS Availability

Live from Oct '18 onwards

Equipment Availibility

99.50%

100%

99.99%

Operator available before 10 minutes of on-chocks time

Live from Oct '18 onwards

Operator Availability

95% of arrivals

100%

99.89%

Operator available before 5 minutes of on-chocks time

Live from Oct '18 onwards

Operator Availability

99% of arrivals

100%

99.89%