KLIA ranks top in Airport Service Quality ASQ for 4Q21


KUALA LUMPUR International Airport (KLIA) is ranked top in the Airport Service Quality (ASQ) survey for the fourth quarter of 2021 (4Q21).

The results were revealed by Airports Council International (ACI) that is responsible for benchmarking the world’s best airports in terms of overall passenger satisfaction for terminal safety, facilities, services, and cleanliness.

KLIA also has achieved a perfect score of 5.00 in the global survey along with 9 international airports under the category of over 40 mil passengers per annum (mppa).

Last month, Malaysia Airports Holdings Berhad (MAHB) had 2.7 mil passenger movements at its network of local airports, while its Turkish asset, Istanbul Sabiha Gokcen International Airport (ISG), recorded 2.0 mil.

To be placed first alongside other global airports is also an honour for the country. We are ready to welcome travellers once international travel restrictions are lifted. As an example, we had consistently achieved a perfect score of 5.00 for ASQ element of ‘feeling safe and secure’ in 2021,” MAHB MD, Datuk Iskandar Mizal Mahmood said in a statement yesterday.

The last few months have seen passenger movements significantly picking up. With this increase, we need to ensure that service standards at the airport are consistently maintained. The previous lull had enabled us to implement many improvement initiatives and the perfect ASQ score is a validation of the effort put in by the entire airport community.,” he added.

He said given the border restriction, the traffic performance in Malaysia is driven by domestic travel and recorded at 2.5 mil passengers last month, making up 90% of Malaysia’s total passenger movements.

December remained the peak month as it recorded the highest passenger movements in a year, pre-COVID as well as during COVID.

The return of ticket sales for the VTL programme late last month, as well as Umrah travel on February 8, is a promising sign for foreign travel recovery.

As a whole, the Malaysia Airports Group registered a total of 4.7 mil passenger movements in January 2022 for both its operations in Malaysia and Turkey, decreasing by 11% when compared to the preceding month’s record of 5.3 million passengers.

In a similar vein, the outlook for Malaysia’s aviation industry remains positive as January 2022 witnessed the arrival of a new airline and also saw the addition of several new flight routes. 

MAHB also welcomed inaugural flights by SKS Airways (KI) at its Pangkor and Redang STOLports (Short Take Off and Landing Airports).

Travelers can book daily flights using Twin Otter aircraft from Sultan Abdul Aziz Shah Airport in Subang available for both ports.

In addition, AirAsia (AK) launched four additional flight routes in the same month to improve connectivity between East and West Malaysia.

The new routes comprises Kuching (KCH) – Langkawi (LGK), Penang (PEN) – Sibu (SBW), Johor Bahru (JHB) – Bintulu (BTU), Kota Kinabalu (BKI) – Kuala Terengganu (TGG).

The Group also views the impending re-opening of Malaysia’s international borders without the mandatory quarantine requirements as a positive development.

MAHB is ready to facilitate the necessary health SOPs and processes required at the airports for the continued safety and wellbeing of passengers.