KUALA LUMPUR, 3 JULY 2023 — KL International Airport (KLIA) has recently joined the world’s first and only Airport Customer Experience Accreditation (ACEA) program by Airports Council International (ACI) as part of its commitment towards ensuring continuous service excellence, said Malaysia Airports Holdings Bhd.
ACI, the global organization of airport authorities that unifies aviation industry practices, aims for the ACEA to better guide airports in customer experience management through five levels of accreditation.
According to Malaysia Airports, KLIA has achieved its first accreditation and joins other airports worldwide such as Abu Dhabi International Airport, Hong Kong International Airport and Incheon International Airport who have also been accredited by the same programme, in a shared pursuit of customer experience excellence.
Managing Director of Malaysia Airports, Dato’ Iskandar Mizal Mahmood said: “Participating in this accreditation programme by ACI will be a long-term commitment for KLIA as we strive to provide our best in every aspect of operational processes and practices.
We aspire to get KLIA back into the top tier rankings of the world’s best airports by creating the best experiences for passengers as per our brand promise of hosting joyful connections,” he said in a statement today.
The ACI ACEA is the first and currently the only customer experience accreditation in the aviation industry which guides the airport ecosystem in becoming customer-centric and ultimately improving the overall airport experience.
It focuses on eight different domains comprising customer understanding, strategy, measurement, operational improvement, governance, airport culture, service design or innovation, and airport community collaboration.
The ACI ACEA programme will continue to guide KLIA and the rest of the airports operated by Malaysia Airports in Malaysia who have been consistently recording passenger growth to date.
Malaysia Airports said that for May 2023, the total passenger movements for operations in Malaysia was recorded at close to 6.8 million, an increase of eight per cent from 6.3 million in the preceding month.
“The airports recorded 2.9 million international passenger movements and 3.8 million domestic passenger movements respectively
On the whole, Malaysia’s performance contributed to almost 70 per cent of the Group’s total global passenger movements at 9.9 million passengers last month,” Malaysia Airports said.
Meanwhile, in Türkiye, Istanbul Sabiha Gökçen International Airport (SAW) surpassed the three million mark for the first time post-pandemic for total passenger movements in May 2023.
International and domestic passenger movements were recorded at 1.6 million and 1.5 million passengers respectively, it added.
— Akses Malaysia