CONVERGENCE SEPTEMBER - OCTOBER 2016

Badlisham Speaks
THE VIEW FROM
THE TOP
Managing Director Datuk Badlisham Ghazali explains
the importance of passenger experience, one of the
core initiatives under Malaysia Airports' five-year
business plan, Runway to Success 2020 (RtS 2020).
Last year, all international and
domestic airports in the country
managed by Malaysia Airports
registered over 83 million passengers.
The KL International Airport (KLIA)
alone, registered almost 50 million
passengers from both domestic and
international flights in 2015.
Passengers are undoubtedly one of
our biggest stakeholders and with
that in mind, Malaysia Airports is
keen on ensuring a smooth delivery
of Malaysian culture and hospitality
to our customers who will pass on
the image and reputation of our
country through their eyes to the rest
of the world.
As outlined under RtS2020, Total
Airport Experience (TAE) is one of
the strategic pillars under the first
thrust, strengthening our core.
With TAE, our aim is to re-imagine
the airport experience for the benefit
of all our stakeholders and diversify
our operations from an airport
operator to a service leader who will
transform the total airport experience.
TAE revolves around three initiatives
that will improve the total airport
experience in KLIA which will then
be replicated across all airports
managed by Malaysia Airports.
The initiatives cater for Passenger,
Retailer and Airline Experience.
Under Passenger Experience,
there are over 40 initiatives to
drive improvements across the
passenger journey.
This includes initiatives such as
having a fully immersive and
engaging digital airport shopping
experience, in other words, airport
in your hands and providing an
exclusive and personalised shopping
experience for premium passengers
at the airport.
Getting lost at an airport will soon be
a thing of the past when the initiative
on clear signages supplemented by
a smart turn-by-turn mobile app
navigation with time-to-gate
notifications are fully rolled out while
themed gates with strategically
placed services providing enjoyable
boarding area experiences will keep
passengers occupied while waiting
for their flights.
Once these initiatives begin to take
form, the ultimate aim of enhancing
passenger experience through
better connectivity, improved checkin
processes and development of
mobile applications will see the
transformation and re-imagining of
the entire airport experience.
We cannot stress more than this to
say that passengers are the core of
our total airport experience and we
at Malaysia Airports will continue to
enhance passenger journey across
all touch points delivering better
airport-airline and airport-retailer
relationships apart from ultimately
transforming Malaysia Airports, an
airport operator, into a customercentric
organisation.
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