CONVERGENCE NOVEMBER - DECEMBER 2016
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Best Practices of Complaint<br />
Management Award in the Bag!<br />
Malaysia Airports has been showcasing efficiency and<br />
excellence in their daily operations by adopting an innovative<br />
approach in solving challenges to raise service standards within<br />
the Land Public Transport (LPT) industry.<br />
By doing so, the airport operator recently bagged the Best<br />
Practices of Complaint Management Award for the Train<br />
General Manager Engineering of Malaysia Airports, Khairiah Salleh<br />
(second from left) holding the award with other award winners<br />
during the symposium.<br />
The KL International Airport (KLIA) and klia2<br />
ushered Deepavali with its passengers and staff<br />
through a simple yet meaningful celebration<br />
held throughout the month of<br />
October and November <strong>2016</strong>.<br />
Cookies galore!<br />
Both terminals were decorated<br />
to the nines with large<br />
installations displayed at key<br />
areas within the airports while<br />
dance performances were<br />
staged by Malaysia Airports'<br />
employees.<br />
Passengers and staff were<br />
also delighted to receive<br />
colourful cookies that were<br />
distributed at the terminals<br />
on November 29.<br />
What's<br />
C onverging<br />
Transit System (TTS) category at the Land Public Transport<br />
Commission (SPAD)'s LPT Symposium <strong>2016</strong> Gala Dinner &<br />
Industry Awards held at Kuala Lumpur Convention Centre.<br />
General Manager Engineering of Malaysia Airports, Khairiah<br />
Salleh said, "This award was presented to us for our complaint<br />
management efforts in 2015 whereby we provided immediate<br />
response to all complaints and resolved<br />
them within 7-15 working days. It also<br />
validates our ongoing efforts in improving<br />
service excellence at our airports as part<br />
of our Total Airport Experience (TAE)<br />
initiative – a strategic pillar under the<br />
Malaysia Airports five-year business plan,<br />
Runway to Success 2020 (RtS2020). Even<br />
though the KLIA Engineering division<br />
is not normally customer-facing, we<br />
embrace the company’s aim to transform<br />
into a service leader in line with our<br />
mission to create joyful experiences at<br />
our airports."<br />
KLIA and klia2 lights it up<br />
for Deepavali<br />
Festival had the terminals pumped up with<br />
decorations, performances and cookies for passengers<br />
Decorations<br />
were lit!<br />
Bollywood mode on!<br />
A passenger and her child<br />
receiving cookies<br />
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