CONVERGENCE NOVEMBER - DECEMBER 2016

Inspiration
REDESIGNING CUSTOMER
SERVICE
The role of customer service
representatives are changing and
Malaysia Airports are keen on taking it
to the next level by ensuring there is
maximum level of engagement between
staff and passengers. The airport
operator will be slowly moving away
from 'behind the counter' customer
service and instead place staff at
strategic key points throughout the
airport to facilitate their needs and
wants. The key areas have also been
identified after thorough mappings of
a passenger's journey at the airport.
Although the initiative is in its initial
stages, Malaysia Airports believe mobile
teams throughout the terminals will
prove to be a much better and enhanced
experience for passengers to feel at
ease during their stay at the airports.
The 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.
Malaysia Airports will also work towards
providing end-to end retailer support
through differentiated airport retail
propositions and effective marketing to
tendering process.
In creating memorable moments, the
airport operator partnered with
FriedChillies, an independent online
food reviewer which recently published
its Top 25 Food Discoveries in KLIA and
klia2. FriedChillies anonymously
evaluated not only the dishes served
but also the total dining experience,
giving visitors a better idea on how they
can have a memorable dining experience
at the airports.
RETAILER EXPERIENCE
The retail space at klia2 to be launched
by the end of 2016 will see passengers
experiencing different facets of the
country's cultural and food categories
as well as a cafe bar set to promote local
coffee. The Agrobazaar is targeted at
klia2 passengers and customers as the
terminal is more of a mall within an
airport with people choosing to go to
klia2 to shop and dine.
PHASE TWO OF MITSUI
OUTLET PARK (MOP)
FAMA AGROBAZAAR
Also, the airport operator has
collaborated with the Federal Agriculture
Marketing Authority (FAMA) in having
an Agrobazaar to promote Malaysian
products and brands as well as providing
a personalised Malaysian experience to
shoppers apart from allowing local
entrepreneurs the opportunity to have
their products exported to other
countries, as part of their corporate
social responsibility.
By January 2018, there will be an
additional 60 retail outlets on top of the
existing over 100 retail outlets.
These initiatives will serve as a catalyst
for F&B operators to uplift their service
level and offer more exciting dining
experience to visitors.
AIRLINE EXPERIENCE
All Nippon Airways (ANA) has introduced
a new route connecting Tokyo's Haneda
Airport and KLIA
The aim is to increase operational
efficiencies through faster turnaround
at automated bag drops and encourage
use of self-service kiosks and common
use facilities. There will also be improved
slot management and improved
performances from ground handlers.
To ensure a seamless transfer between
KLIA and klia2, Malaysia Airports will
also be looking into creating a lounge
at both terminals to facilitate passengers
with their connecting flights. This
initiative, which will be kicked off by the
end of the year, will allow passengers to
relax while airport staff checked them
into their connecting flight and handled
other relevant matters.
Operational support will also be
enhanced by improving airline
relationship management via support
from set-up, mobilisation to renewal and
expansion.
To sum it up, Malaysia Airports is always
on the lookout on where its services can
be enhanced and differentiated from
other airports around the world because
in this day and age, most airports already
possess the same infrastructure and
manpower and what makes airports set
apart is how it creates memorable and
unique experiences for its passengers.
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