MATTA: And now they will speak highly of our airports

KUALA LUMPUR: The Airport Quality of Service framework is necessary to ensure that airport operators prioritise passengers by providing them with the best possible comfort before and after air travel.

The Malaysian Association of Tour and Travel Agents (MATTA) said without such a framework, airport managements would be free to deal with public complaints as they see fit.

“Under this framework, airport managements must take steps to ensure that few to no complaints reach Mavcom (the Malaysian Aviation Commission),” said MATTA president Datuk Tan Kok Liang.

“This is very timely as airports in Malaysia are operating under a monopolistic environment without competition and there are no plans to privatise more airports in the near future.”

Tan observed that the frame- work was a “watershed” for Malaysian airports to improve their services, as the key performance indicators are no longer set internally but by an independent commission.

“It is also imperative for Malaysian airports to strive for excellence and not just comply with the service framework.

“Other airports in the region are continuously evolving to provide the best experience for their consumers.

“The framework will benefit our tourism industry and strengthen Malaysia’s aviation sector as well,” he said.