INGENIEUR
General aviation handlers on the other hand
provide services for general aviation operations
only.
In addition to regulating ground handling
matters, MAVCOM has also introduced the Airports
Quality of Service (QoS) Framework, an ongoing
initiative that communicates the Commission’s
regulatory objectives by setting service standards
and key performance indicators for various
aspects of airport services. Having a shared
understanding of the service standards and
performance measures is critical for Malaysia’s
aviation industry. Towards this end, MAVCOM
aims to not only enhance passenger comfort at
airports, but also facilitate improved airport user
experience for airlines, ground handlers and all
other users of airports in Malaysia.
Mechanisms utilised to evaluate airport
ser vices include passenger comfor t and
facilities, queuing times, passenger and
baggage flows, and availability of operator
equipment and staff facilities. These four
mechanisms comprise 28 service quality
elements. Depending on the element, the
Commission evaluates its standard by the
respective service it provides. For instance, for
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aerobridges, MAVCOM times how long it takes
for the aerobridge to be available for use by the
airline’s passengers. For Wi-Fi, bandwidth and
accessibility will be looked at. Toilets will be
judged mainly on maintenance and cleanliness.
Each service quality element holds a particular
weightage and if an airport scores below 90 for
a particular month, the airport operator could
be imposed a financial penalty. The penalty for
an unsatisfactory score is a maximum of 5% of
the airport’s annual aeronautical revenue.
Implementation of the Airports QoS Framework
for Kuala Lumpur International Airport (KLIA)
Terminals 1 and 2 commenced in phases
beginning from September 1, 2018 and October
1, 2018 respectively. A total of eight service
quality elements have been implemented at both
terminals. The eight service quality elements are
passenger washrooms, staff washrooms, ramp Wi-
Fi, aerobridge, aircraft docking guidance system,
aerobridge operator availability, aerotrain (KLIA),
and people movers.
The measurement mechanisms for all 28
service quality elements for both terminals are
expected to be in place by the third quarter of
2019, while the shadow run for other airports