Measurement Mechanisms
To ensure that the targets set for each service quality element are met, 4 measurement mechanisms are used to measure the performance of airports’ service levels in various areas, comprising:
- Passenger comfort and facilities
- Queuing times
- Passenger and baggage flows
- Operator and staff facilities
The measurement mechanisms enable CAAM to monitor and evaluate the performance of each service quality element.
Measurement Mechanisms under the Airports QoS Framework
Data performance submitted by the airport operator
Inspection and survey conducted by CAAM
Performance Assessment
This measurement mechanism evaluates:
- Queuing Times during security search, check-in, Immigration, Customs as well as passengers’ waiting period at the kerbside (drop-off/pick-up area)
- Outbound Baggage:
The number of bags that were not uploaded onto the aircraft (short shipment) for flights departing from KUL T1 and T2 - Inbound Baggage:
The time taken to retrieve bags from the aircraft to reach the baggage carousel for flights arriving at KUL T1 and T2
Baggage Collection Time:
Equipment and Operator Availability
This mechanism is designed to determine the availability of particular equipment and its operator. The preparation of this mechanism is the responsibility of the airport operator.
- The equipment availability mechanism measures the availability of the following:
- Bus/Aerotrain
- Aerobridge (Passenger Boarding Bridge)
- Visual Docking Guidance System, used to assist aircraft to dock in front of the respective boarding gates
- People Mover Equipment such as lifts, escalators, and walkalators
- Baggage Handling System, a conveyor system that transports checked luggage onto the aircraft
- Availability of all the equipment is measured and defined as the percentage of time when the item is functional and available for use.
- The Aerobridge operator availability – The timeframe for the aerobridge operator to be positioned at the passenger boarding bridge is at least five or ten minutes before the actual flight arrival
Independent Inspection
This mechanism measures the following:
- Cleanliness of passenger and staff washrooms
- Wi-Fi availability at the ramp area for baggage handling operation
Passenger Survey
The survey provides an independent view of passengers’ experience at the airport. The survey includes the following elements:
