CONVERGENCE SEPTEMBER - OCTOBER 2016

served throughout the day with free internet and Wi-Fi access
up to maximum three hours usage.
With the priority access pass, passengers are escorted to the
dedicated lane for security check at immigration, custom,
train ride to satellite building and departure gate. Rates for
individual, couple or family are available and booking can be
made online via www.samasamahotels.com/kliapremieraccess
Improving Wayfinding
You're never going to get lost at the airport again! There will
be clear signages supplemented with print and mobile airport
guides via a smart turn-by-turn mobile app navigation with
time-to-gate notifications. Whether its terminal way findings,
amenities or offerings from retail outlets, you will be in the know!
Enhancing Service Level
We all know how important it is for you to stay connected.
Hence, improving Wi-Fi availability at all areas within the
airport is of key priority to us. This also translates to a
wholesome service provided by all airport frontliners and
ambassadors as we invest in trainings throughout the year
and finally obtaining regular feedback for service enhancement.
Enhancing Basic Requirements
The basic necessities are what forms the crux of a joyful travel
experience. At Malaysia Airports, we strive to give you the
best of just that. With the waterless car spa, passengers who
leave their vehicles at Block D, KLIA Short Term car park either
for a short period of time or a quick business trip will be
pleased to know that the parking facility provides this spa
apart from ensuring there is trolley availability at all times at
all car park zones.
We are also in an ongoing process of refurbishing some of
the toilets to improve facilities and increased monitoring
during peak hours. On October 1, a hotline number was
introduced for people to provide feedback to ensure a situation
was immediately rectified.
The initiatives accentuate passengers experience in KUL,
providing positive perceptions to the passengers, in-line with
Malaysia Airports' DNA – Being friendly and firm, Being
business-driven and responsible and Being progressive
and practical.
Our aim is to increase
sales for retailers by
providing more avenues
for passenger to spend
and through personalised
promotions and targeted
offers based on passenger
analytics. We will also work
towards providing end-toend
retailer support through differentiated airport retail
propositions and effective marketing to tendering process.
Our aim is to increase
operational efficiencies
through faster turnaround
at automated bag drops
and encouraging use of
self-service kiosks and
common use facilities. We
would also like to have an
improved slot
management and improved performances from our ground
handlers. Operational support will be enhanced by improving
airline relationship management via support from set-up,
mobilisation to renewal and expansion.
Quality Experience for All
Malaysia Airports is a service
leader, an ecosystem manager
and a value creator. This Total
Airport Experience is part of a
journey that the company has
taken in order to enhance and
maximise each and every
passenger experience.
Inspiration
Retailer Experience
Airline Experience
Operational Efficiencies
This needs to be done to not only
ensure relevance in an increasingly
competitive environment and
sustainability of its business
performance, but to also
guarantee that Malaysia Airports
serves the very best of the best
to those that matters most, the
people who go through the
airports every single day.
operational support
Whether travellers, airlines, retailers or visitors, they will benefit
from increased attention to service as we strive to create a
Total Airport Experience.
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