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Malaysia Airports Holdings Berhad

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KLIA Accredited By Airports Council International (ACI) For Outstanding Airport Customer Experience

SEPANG - KL International Airport (KLIA) achieved another milestone by being accredited for outstanding customer experience service standards by the Airports Council International (ACI). The ACI Airport Customer Experience Accreditation (ACEA) programme recently recognised KLIA for achieving Level 2, reflecting the airport's success in orchestrating a seamless passenger-centric journey to enhance customer satisfaction.

“Following the review and verification process, your airport has shown excellence in customer experience management in line with the recommended practices and industry standards. This is a great achievement signifying Malaysia Airports’ focus on continuous improvement of customer experience and services.” ACI Director-General Luis Felipe de Oliveira said in a congratulatory letter to Malaysia Airports.

The multi-level customer-oriented accreditation is structured around a set of practices aimed at guiding airports in their short and long-term approaches to prioritise customer experience. KLIA embarked on this programme in  February this year and has been continuously implementing new experiences and standards to meet the evolving demands of passengers. This latest accreditation aligns with the ongoing trend of increasing passenger returns to the airport, as is evidenced by its latest traffic performance.

In November 2023, the Malaysia Airports’ (the Group) local operations saw a surge in passenger traffic for certain sectors. While the Group recorded a total of 6.6 million passenger movements locally, it was noteworthy that the international sectors for Penang International Airport (PEN) and Langkawi International Airport (LGK) contributed significantly to the overall performance as they both recorded a growth of 7% and 13% respectively from the preceding month. PEN recorded 295,000 international passengers in November 2023 as compared to 276,000 passengers in October 2023, whereas LGK recorded 20,000 international passengers as compared to 18,000 passengers during the same period. Overall international and domestic passenger movements at the Group’s local network of airports registered 3.4 million and 3.2 million passengers respectively.

Despite November being an off-peak travelling season, the continuous traffic growth was fueled by the introduction of new services from KLIA to Dubai (DXB) with four weekly flights by Batik Air Malaysia, Raja Sansi (ATQ) and Thiruvananthapuram (TRV) with twice weekly flights by Malaysia Airlines. Firefly commenced five weekly flights to Don Mueang (DMK) from PEN.

Meanwhile, its Istanbul Sabiha Gokcen International Airport (SAW) contributed 31% or 3.0 million passenger movements to the total movements of 9.6 million passengers handled by the Group in November 2023. International and domestic passenger movements in both sectors recorded 1.5 million and 1.4 million passengers respectively, amidst the off-peak travel season and the temporary suspension of seven daily flights to Tel Aviv.

The Group is expecting a surge in passenger traffic towards the end of the year due to the long festive season and year-end holidays, an indication of the aviation industry's continued recovery.