CONVERGENCE NOVEMBER - DECEMBER 2016

Inspiration
Total Airport Experience (TAE):
Providing Unique Experiences
Malaysia Airports is on its way to position itself as the preferred ASEAN
hub. However, it is imperative that it creates joyful and meaningful experiences
for its passengers under TAE to transform itself from an airport operator
into a service leader as outlined in its Runway to Success (RtS2020) business
plan. Convergence spoke to its Corporate Communications General Manager,
Nik Anis Nik Zakaria who weighed in on several things that they have done,
are doing and about to do in ensuring that your priorities are met!
A strategic pillar under RtS2020, TAE is about
reimagining the airport experience for all our
stakeholders. Passenger experience will be at the
core of TAE initiatives with retailers and airlines
playing a defining and supporting role. It encompasses
enhancing passenger journey across all the touch
points delivering better airport-retailer and airportairline
relationship as well as transforming Malaysia
Airports into a customer-centric organisation.
PASSENGER EXPERIENCE
UPLIFTING SERVICE QUALITY
Toilets are part and parcel of our everyday lives and ensuring
that it is clean and comfortable is of key priority to Malaysia
Airports. The airport operator now monitors its toilets every
15 minutes during peak hours and ensures that it is all in good
working order.
Additionally, performance is monitored through CCTV and
there is a dedicated team to ensure the effectiveness of these
measures. On top of this, on October 1, a hotline number was
introduced for people to provide feedback to ensure a situation
can be immediately rectified.
The dedicated hotline number for the public allows feedback
via Whatsapp should they find the condition of the toilets
unsatisfactory. This feedback mechanism will allow the
management to immediately respond and resolve the
complaints within 10 minutes.
WHAT MATTERS TO YOU, MATTERS TO US
Example:
If you find the
floor dirty, just
type:
EP04A Dirty
(you can even
snap a photo)
and Whatsapp to
012-354 5570
This hotline number are displayed on posters available in all toilets
and are also published on the airports' social media platforms.
KLIA PREMIER ACCESS
Say goodbye to long
queues because the
Premium Access provides a
hassle-free experience to
departure and arrival
travellers with a unique
hospitality standard of
services which allows
passengers a priority access
lane right to the boarding
gate. Currently, the service
is available at the KLIA main terminal only and there is a plan
to provide similar service to klia2. For a premium package, the
service includes meet and greet at Level 5 kerbside where the
Kiosk is located or at Sama-Sama Hotel and passengers will be
transferred by a buggy right to the Premier Access Lounge.
Light refreshment is 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
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