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Inspiration<br />
Malaysia Airports wants you to feel and be treated with the<br />
best from the best while going through its airports and it does<br />
not matter if it is for a few minutes or while waiting for your<br />
next flight in the next six hours.<br />
Runway to Success 2020 (RtS 2020), the airport operator's<br />
five-year business plan, seeks to address and enhance the<br />
Total Airport Experience (TAE) for all passengers under the<br />
plan's first thrust of strengthening core operations.<br />
Malaysia Airports Senior General Manager (Commercial<br />
Services) and TAE Committee Chairman, Mohammad Nazli<br />
Abdul Aziz explains that TAE is a strategic priority and revolves<br />
around reimagining the airport experience for all stakeholders.<br />
Passenger experience experience will be at the core of these<br />
TAE initiatives with retailers and airlines playing a crucial and<br />
supporting role.<br />
In summary, it is the idea of promoting a customer-centric<br />
culture in airport operations to provide an innovative airport<br />
experience for all passengers, airlines and retailers.<br />
A Strong Foundation<br />
As a service provider, it is important for Malaysia Airports to<br />
be a customer-centric organisation. Our goal here would be<br />
to enhance TAE and uplift service quality. We believe that our<br />
customers and partners will benefit from this increased<br />
attention to service and innovation which will transform KLIA<br />
into a digitised, efficient and differentiated hub.<br />
Delivering Better Outcomes to All<br />
Stakeholders – Airlines, passengers<br />
and Retailers<br />
These three initiatives will<br />
improve TAE in KLIA<br />
which will then be<br />
replicated across all<br />
airports managed by<br />
Malaysia Airports.<br />
Passenger Experience<br />
Some of these initiatives include:<br />
Over 70 potential areas for improvement<br />
have been identified based on passenger<br />
experience diagnostics and over 40<br />
initiatives will be implemented to drive<br />
improvements across the passenger journey.<br />
TAE initiatives cover a passenger's journey<br />
once you leave your home till you board<br />
your plane from the departure gate and vice<br />
versa. Essentially, it covers all touch points<br />
within the airport terminals.<br />
KLIA Premier Access<br />
Say goodbye to long queues! The KLIA Premier Access provide<br />
a seamless experience to departure and arrival travellers with<br />
a unique hospitality standard of services which allows<br />
passengers a priority access lane right to the boarding gate.<br />
Currently, the service is available at the KLIA main terminal<br />
only and there is a plan to provide similar service to klia2.<br />
For a premium package, the service includes meet and greet<br />
at Level 5, kerbside where the Kiosk is located or at Sama-<br />
Sama Hotel and passengers will be transferred by a buggy<br />
right to the Premier Access Lounge. A light refreshment is<br />
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