In a riveting episode of PODaBOOM’s podcast “Cleared for Takeoff,” Shazmin Shamsuddin engaged with senior leaders from Malaysia Airports Holdings Berhad (MAHB) to discuss groundbreaking advancements at Kuala Lumpur International Airport (KLIA) and other facilities. Joining her were Hani Ezra Hussin, Senior General Manager of Commercial Services, and Megat Ardian Wira Mohd Aminuddin, Senior General Manager of Strategy, who shared exclusive insights into MAHB’s latest initiatives to enhance airport management and address recent criticisms.
Reimagining Passenger Experience
Hani Ezra Hussin emphasised MAHB’s commitment to reimagining the passenger experience to achieve top Airport Service Quality (ASQ) rankings for KLIA. A key strategy involves segmenting passengers into four types: premium travellers, economy travellers, families with children, and passengers with mobility needs. This segmentation allows MAHB to tailor amenities and services to meet the specific requirements of each group.
Major Enhancements at KLIA
One of the major enhancements at KLIA is the upgrade of the aerotrain, set to be operational by January 2025. This new train system will increase capacity from 60 to 90 passengers per carriage, significantly improving the efficiency of passenger movement within the airport. Additionally, the baggage handling system is being upgraded to handle up to 8,000 bags per hour by the end of Q2 2026, ensuring faster and more efficient baggage delivery.
Digital Transformation and Facilities Enhancement
MAHB is also embracing digital transformation to enhance operational efficiency and passenger experiences. Initiatives include the MyAirport app, which features live tracking of baggage, and the introduction of facial recognition technology for self-service check-in and bag drop. Hani addressed concerns about the reliability of self-service systems, highlighting the ongoing education and support provided to passengers to build trust in these technologies.
Focus on Cleanliness and Customer Satisfaction
Cleanliness, particularly in airport restrooms, has been a longstanding issue in Malaysia. Hani acknowledged this and detailed MAHB’s efforts to maintain high standards of cleanliness, including having dedicated staff for restroom maintenance and implementing a rating system for passenger feedback.
Strategic Growth and Connectivity
Megat Ardian Wira Mohd Aminuddin discussed MAHB’s strategic growth plans, focusing on enhancing connectivity and attracting new airlines. He highlighted KLIA’s achievements, such as being ranked fourth globally for connectivity in 2023 and first in Asia Pacific. MAHB aims to expand its airline network, targeting new destinations and increasing frequency with existing carriers.
Langkawi International Airport Initiatives
Megat also shared plans for Langkawi International Airport (LIA), including attracting more international travellers and introducing incentives for both scheduled and chartered flights. These initiatives aim to position Langkawi as a prime destination for tourists from the Middle East, China, and other regions.
Recognition and Future Goals
MAHB’s efforts have not gone unnoticed. KLIA and LIA achieved perfect scores in the 2021 ASQ Airport Service Quality Survey and received multiple awards in 2023. These accolades reflect MAHB’s dedication to enhancing passenger experience and operational excellence.
As Shazmin concluded the podcast, the anticipation for these advancements was palpable. With the exciting changes on the horizon, KLIA and other MAHB-operated airports are set to redefine the standards of airport management and passenger satisfaction in the region.
Source: PODaBOOM
