Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
Badlisham Speaks<br />
THE VIEW FROM<br />
THE TOP<br />
Managing Director, Datuk Badlisham Ghazali speaks on airline<br />
partner collaboration and why it is vital for the success of the<br />
airport operator in ensuring a 'Total Airport Experience'<br />
We are turning 25 years old this year and I'm delighted to share that<br />
we are enhancing and improving our airline relationship management<br />
to maximise each and every passenger experience under the Total<br />
Airport Experience (TAE) initiative – one of the four strategic pillars<br />
in our five-year business plan, Runway to Success 2020 (RtS2020).<br />
TAE is about re-envisioning the airport experience for our<br />
stakeholders, emphasising on passenger experience, with airlines<br />
and retailers playing a more defying and supporting role. Our focus<br />
is to go beyond ensuring operational efficiency, hence why it has<br />
been structured into three core elements – meeting basic needs,<br />
providing unique experiences and creating memorable moments.<br />
It shall also encompass all the touch points in enhancing airportpassenger,<br />
airport-retailer and airport-airline relationship. In<br />
providing a unique experience, we are introducing a new initiative<br />
called KUL VIP Access.<br />
This new initiative is a collaboration with our airline partners – Malaysia<br />
Airlines, Malindo Air and AirAsia – where we hope to enhance<br />
passenger experience by offering a door-to-gate VIP experience.<br />
We will be incorporating our previously launched KLIA Premier<br />
Access concierge service into this initiative, along with working<br />
hand-in-hand with other business partners such as Plaza<br />
Premium Lounge and KLIA Express.<br />
For a fee ranging between RM80 and RM200, KUL<br />
VIP Access will cater to both departing and arriving<br />
international passengers. Among the services,<br />
includes limousine services, exclusive dining and<br />
attractive shopping deals, as well as a dedicated<br />
escort, buggy and fast-track services. This<br />
collaboration will not only benefit our passengers<br />
but also the airport community as a whole.<br />
Today, Malaysia Airports is among the world’s top<br />
five largest airport operators in terms of number<br />
of passengers handled and KLIA is among the<br />
top 25 busiest airports in the world. Last year,<br />
KLIA surpassed the 50 million passengers per<br />
annum (MPPA) mark and grew by 7.6% to nearly<br />
53 MPPA. However, our success is not measured<br />
by traffic growth alone. As an airport operator<br />
and a service provider whose aim is to<br />
transform into a service leader, it is vital for<br />
Malaysia Airports to become a customercentric<br />
organisation and that is what we will<br />
fully be, come 2020.<br />
90
Change language