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30 January 2018

Malaysia Airports is lining up a series of rapid improvement initiatives at its flagship airport KLIA to improve passenger experience.

SEPANG – Malaysia Airports continues to elevate service standards at KL International Airport (KLIA) through a series of rapid improvement initiatives in 2018. As one of the world's busiest airports, these improvement initiativesare not only expected to improve its global rankings, but more importantly they are meant to enhance service levels as a whole for its mosimportantstakeholder, the airport users. The whole year will see a slew of improvement initiatives, both big and small, being executed.

According to the managing director of Malaysia Airports, Datuk Badlisham Ghazali, with the tremendous growth in passenger traffic movements in KLIA in recent yearsit is more important than ever to listen to customer feedback.“We receive thousands of feedback in a year – complaints, suggestions and also compliments. Not only do we respond to these feedback but we take them very seriously and act on them. Every little thing counts. In fact we intend to introduce one improvement a week. For example just last week we installed comfortable seating at the bus waiting area, for the convenience of passengers who wish to use the free inter-terminal transfer service between the two terminals.

We started the year by implementing immediate quick-wins that had gained positive feedback from the public and netizens alike. Among the initiatives included working with the Immigration Department to open common countersduring peak periods so that queueing time can be shortened. We also have been enforcing strict measures to reduce traffic congestion at the pick-up and drop-off lanes. Measures include installation of bollards to prevent errant parkingas well as limiting waiting time at the curbside to 2 minutes.

At the same time, we are working closely with the traffic police to stop people from parking by the roadside and endangering other motorists. For a more convenient and safe waiting area, we provided a 30-minutefree parking facility at the 5,000-bay Long-Term Car Park (LTCP)We encourage  motorists to use this facility to avoid unwanted incidents of being summoned and cars being clamped or towed due to improper parkingRide-hailing drivers have a designated 400-bay waiting area opposite the LTCP for their use.

We will share our progress updates periodically on long-term projects such as the overhaul and upgrade of the aerotrainsrunway assessment and maintenance and expansion works at our other airports, so that the public are more informed on the developments, Badlisham added further.

Passengers at KLIA can look forward to the next quick-wins which include an awareness and instructional video at our security screening checkpoints  so that passengers know what to expect and the process will be smoother. The newself-baggage drop facility at klia2 is also going to be available in the next two weeks.

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