CONVERGENCE JAN-FEB2017

Inspiration
KLIA Aeropolis is the way forward for Malaysia's aviation
industry. We believe it will truly be a remarkable airport city
development with top class tourism and business attractions.
It marks a promise of sustainability and growth for companies
who will call it their home.
One early realisation of the KLIA Aeropolis development plan
is the establishment of Mitsui Outlet Park KLIA Sepang (MOP)
which opened in May 2015. A joint venture between Malaysia
Airports and Mitsui Fudosan, a Japanese real estate and retail
property developer, phase two of MOP KLIA Sepang has
already begun and by January 2018, there will be an additional
60 retail outlets on top of the existing over 100 retail outlets.
The mall is set to potentially become the largest retail outlet
park in Southeast Asia.
Another strategic priority is expanding our presence on an
international scale and at present, we are benchmarked by global
standards as amongst the top airports in the world. To top it off,
Malaysia Airports is internationally-recognised as a leading airport
operator and manager as can be seen from our full ownership
of Istanbul Sabiha Gokcen International Airport in Turkey.
In 2015, both KLIA and Istanbul Sabiha Gokcen International
Airport served 90 airlines and 112 million passengers.
The initiatives under passenger experience include the KLIA
Premier Access which provides a seamless experience to
departure and arrival travellers with a unique hospitality
standard of services, allowing 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 at klia2.
A 2016 study showed that passenger transfers between KLIA
Main Building and klia2 tripled from our original 2015 estimates
of 0.5 million to 1.5 million. Thus, in addition to Malaysia
Airports’ continuous efforts in providing joyful experiences,
we will be unveiling the KLIA-klia2 Terminal Transfer service
which is part of our strategy in providing seamless connectivity
for transit passengers at both terminals. Furthermore, this
initiative will also benefit our airline partners who are keen to
promote the growth of transfer passengers.
In terms of enhancing basic requirements, we are also in an
ongoing process of refurbishing some of the toilets to improve
facilities and increased monitoring during peak hours. Last year,
a hotline number was introduced for people to provide feedback
to ensure every situation can be immediately rectified.
CREATING MEMORABLE EXPERIENCES
The elevation of KLIA as a preferred ASEAN hub is another
strategic pillar that will focus on strategic route development,
excellent connectivity and seamless transfers at our terminals
while our final strategic pillar is enhancing total airport experience
(TAE) for passengers as well as airline and retail partners.
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.
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