SEPANG (April 29): The Malaysian Aviation Commission (Mavcom) is aiming for a full implementation of its quality standard framework for the country’s two main airports by the end of this year.
This set of framework — dubbed the Airports Quality of Service (QoS) Framework — consists of 28 areas of improvement that Mavcom mapped out in 2018, for gradual implementation across all airports in Malaysia.
Since then, 20 out of the 28 elements outlined for quality improvements have been implemented at the Kuala Lumpur International Airport (KLIA) Terminal 1 and Terminal 2, according to a statement by Mavcom on Monday.
Mavcom is aiming to impose the remaining eight elements, in relation to passenger queuing time, within this year.
Previously, Mavcom was targeting to implement the remaining eight elements within 2023.
On Monday, Mavcom said six of the elements will begin to be implemented from May 2024, including the passenger security search, inbound and outbound customs, and transfer queuing for immigration, as well as inbound and outbound immigrations.
Meanwhile the remaining two queuing elements, which include check-in counters and kerbside pick-up or drop-off areas, are scheduled to commence by the fourth quarter of 2024 (4Q2024).
To note, airports can be fined for failing to meet the QoS standard.
For other airports, Mavcom said it has started implementing the Airports QoS Framework at Kota Kinabalu and Langkawi airports since July last year. It aims to further roll out the framework to Kuching, Miri and Senai airports by the third quarter of this year.
For the Subang, Penang, Kota Bharu, Sibu and Bintulu airports, Mavcom said the planned development is slated to commence in 4Q2024.
Mavcom executive chairman Datuk Seri Saripuddin Kasim said the Airport QoS Framework underscores the commission’s commitment to sustainable enhancing of the aviation experience for airport users.
“The success of this framework is supported by robust collaboration across the entire aviation community. By fostering cooperative partnerships and maintaining transparency, we are dedicated to elevating the quality of services across all airports, ensuring seamless travel experiences and heightened consumer satisfaction,” Saripuddin added.