SEPANG – Malaysia Airports is pleased to announce that Langkawi International Airport (LIA) was voted for the second year running as the "Best Airport by Region (Asia Pacific) for Fewer than 2 Million Passengers per Year (0-2 mppa)" in the Airport Council International (ACI) Airport Service Quality (ASQ) Award 2014.
LIA’s maiden win was in 2013 when they participated in the survey for the first time. The ACI ASQ survey measures service quality at airports based on passenger feedback. For 2014, LIA had achieved high scores for elements such as courtesy and helpfulness of airport staff, walking distance inside the terminal, safety and security at the airport, as well as waiting time at passport/personal ID inspection.
Datuk Badlisham Ghazali, Managing Director of Malaysia Airports expressed his delight at the award, “This award validates our ongoing efforts in improving service excellence. It is evident to me that our staff at Langkawi International Airport truly embraces the company’s mission of creating joyful experiences at our airports. Langkawi already has many attractions to offer visitors, a good experience at the airport will be the icing on the cake.”
“I would like to congratulate all the work force at Langkawi International Airport for their collective effort in making this possible. I would also like to commend the Government for their efforts in promoting Langkawi as a tourist destination. I am looking forward to our airports receiving more passengers this year in line 2015 being declared as the Year of Festivals. Malaysia Airports will certainly play our role in helping to increase tourist numbers into our country”
LIA handled a total of 2.2 million passenger movements in 2014, enjoying a double digit growth of 14.2%. This impressive growth means that in 2015, Langkawi has moved into a new category for 2- 5 million passengers per annum (mppa) which has 45 other airports competing in the same category.
In 2012, Malaysia Airports re-modelled Langkawi International Airport into a world-class leisure airport, introducing new concepts and brands to appeal to the cross section of international tourists who frequent the island resort annually. Langkawi International Airport was also earmarked as a Leisure Airport Model in line with Tourism Malaysia’s effort of marketing the island as a premier travel destination.
“Airports are more than simply points of departure and arrival,” said Angela Gittens, Director General, ACI World. “They are complex businesses in their own right. As such, a focus on serving the passenger has become increasingly important to ensuring success. In the fast-changing landscape of worldwide aviation, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance.”
As the industry’s most comprehensive passenger service benchmarking tool, the ACI ASQ Survey has reliably captured passengers’ immediate appraisal from check-in through departure at the gate at more than 300 airports worldwide. These awards represent passengers’ views on 34 key service indicators and are an objective and accurate indicator of the top worldwide performing airports with regard to passenger service.
The awards ceremony for the 2014 ASQ top performers will take place at the 2015 ACI Asia-Pacific Regional Assembly at Dead Sea, Jordan on 28 April 2015.
At the same event, Malaysia Airports will also be represented by another winner, Ruzliana Fazila Kamarudin of Human Resource Services, who was announced as the Winner of ACI Asia-Pacific Young Executive of the Year 2015 for her paper titled “Managing Customer Expectation for Passenger Service at Airport”. Her winning paper offered a thorough analysis and sound solutions in areas of passenger service management.