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Datuk Azmi Murad (left) with Datuk Alias Ahmad with the Skytrax award)  

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KLIA's Serice Excellence Continues To Be Acknowledged In Skytrax World Airport Awards

26 April 2013

Kuala Lumpur, 26 April 2013 - KL International Airport (KLIA) maintained its superb streak in service excellence when it was voted the World's Best Immigration Service in the 2013 Skytrax World Airport Award, the most prestigious accolades for the world airport industry.

The awards were presented by Edward Plaisted, Chief Executive Officer of Skytrax to Dato' Azmi Murad, Senior General Manager of Operations Services Malaysia Airports and Datuk Alias bin Haji Ahmad, Director General of Immigration, in conjunction with Passenger Terminal EXPO in Geneva recently.

Dato' Azmi said, "KLIA has been consistently voted the best for the staff service excellence since 2010, and this is the second win for KLIA in the World's Best Immigration Service in the award. To be acknowledged continuously as the best in staff service excellence for three years was absolutely phenomenal and this achievement reflected our relentless and endless pursuit of excellence. I would like to thank and congratulate the Immigration Department for this glorious achievement which has further enhanced KLIA's reputation.

He added, "The survey conducted is transparent, unsolicited and with worldwide coverage, while the votes are impartial and based on real experience from travelers, which means the service was sincerely valued and genuinely awarded."

KLIA's outstanding run in the Skytrax World Airport Awards started in 2010 when it won two awards - Best Airport Immigration Service and also Staff Service Excellence in South East Asia category. In 2011, it won the World's Best Airport Immigration Service award and last year was the winner of the Best Airport Staff Asia Award.

According to Edward Plaisted, "We guarantee the World Airport Awards are totally free of any commercial influence or bias, and no airport in the study can exert any influence on the results. Airports do not pay to be included in this global study, and the awards are respected and recognised as the most prestigious accolades for the world airport industry.

The results are based on 12 million passenger surveys completed in a 10-month survey period, covering over 388 airports. The survey evaluates the total passenger experience across 39 airport service and product features, from arrival at an airport, through transit and departure processes to the boarding gate. Since 1999, this annual airport customer survey has been respected for clarity and independence, with no airport influence or bias. The World Airport Awards are the global benchmark of airport excellence, known as the Passenger's Choice Awards.

The World Airport Survey is the world's largest, annual airport passenger satisfaction survey. It analyses the airport experience for departure, arrival and transit, including terminal facilities, comfort and cleanliness, security and immigration services, signage and directions, shopping and dining standards, staff service quality and much more. The survey is held in highest esteem for its impartiality and independence, and is regarded as the global benchmark of airport excellence and Quality ranking.


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