Thread: Who Won Global Customer Service Survey Airports ? KUL..New Toilets!!

KL International Airport achieved a perfect score of 5.0/5.0 and gained top spot in the latest global Airport Service Quality (ASQ) survey by Airports Council International (ACI) for the category of over 40 million passengers per annum (mppa) in Q4 2020. KUL’s improved global rank and service levels are also further augmented by passing all elements in the Quality of Service (QoS) framework for Q3 2020 as recently announced by the Malaysian Aviation Commission (MAVCOM). Among the main contributors to the improved service levels at KUL last year include the implementation of the new travel protocols that achieved full score for the ASQ element of ‘feeling of safe and secure,’ the newly refurbished washrooms for the element ‘cleanliness and availability of washrooms’ and the exceptional customer experience provided to passengers for the ‘courtesy and helpfulness’ element.

According to group chief executive (Group CEO) of Malaysia Airports, Dato’ Mohd Shukrie Mohd Salleh, “Both the latest ASQ and QoS achievements mark our efforts to continuously progress during the lull period in order to ensure airport readiness and improved services when air travel picks up again. We took the opportunity to expedite many initiatives last year so that we are able to safely welcome passengers and give them an elevated experience once the borders reopen. We are elated that we have managed to keep up the pace with some of the newer airports that have also achieved perfect scores for ASQ. KUL may be 24 years old and operating since 1998, but we have proven that it can still achieve top notch service levels with concerted commitment and dedication from all the airport employees and stakeholders.”


New travel measures including the implementation of safety protocols such as robust high-end thermal scanners and sanitisation through UV light, have been implemented efficiently at KUL to provide a heightened experience in passenger safety and comfort. On top of that, long term initiatives such as our 3-year washroom refurbishment project involving 225 washrooms have also been 80% completed with the remaining due to complete by June 2021. The new toilets with enhanced ambiance and amenities have contributed significantly to the improved passenger experience.

KL International Airport (KUL) KLIA and klia2 | Malaysia Airports by Malaysia Airports Holdings Berhad (MAH