KLIA gets Level 2 accreditation from ACI for exceptional customer experience

• Besides, MAHB experienced a surge in operations, with the Penang International Airport and Langkawi International Airport recording growth in their international sectors in November.

KUALA LUMPUR (Dec 26): The Kuala Lumpur International Airport (KLIA) has achieved Level 2 accreditation from Airports Council International (ACI) for its customer service standards.

In a statement on Tuesday, ACI said this recognition highlights KLIA’s commitment to enhancing passenger satisfaction by providing a seamless and customer-centric journey.

Besides, Malaysia Airports Holdings Bhd (MAHB) experienced a surge in operations, with the Penang International Airport and Langkawi International Airport recording growth in their international sectors in November. Across the group's local network, international and domestic passenger movements reached notable figures.

ACI said the traffic surge during an off-peak travel season was fuelled by new services, including flights from KLIA to Dubai, Raja Sansi and Thiruvananthapuram by Batik Air Malaysia and Malaysia Airlines. Additionally, Firefly initiated flights to Don Mueang from the Penang International Airport.

At the same time, the Istanbul Sabiha Gökçen International Airport contributed substantially to the group's total passenger movements, despite off-peak travel and temporary flight suspensions.

“Following the review and verification process, KLIA has shown excellence in customer experience management, in line with the recommended practices and industry standards. This is a great achievement signifying MAHB’s focus on continuous improvement in customer experience and services,” said Luis Felipe de Oliveira, the director general of ACI.

The accreditation, structured to guide airports in prioritising customer experience, follows KLIA’s proactive approach of consistently implementing new standards and experiences to meet evolving passenger needs, according to ACI.

It said the recognition coincides with an uptick in passenger returns, evidenced by the airport's recent traffic performance.

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