Introduction to Airports Quality of Service (QoS) Framework
The Airports QoS Framework establishes standards and Key Performance Indicators (KPIs) for airports. This serves as a reference point for airport operators to monitor, evaluate, maintain, and improve services for a better airport user experience.
The framework aims to:
- enhance passenger comfort at the airport
- ensure consumer service levels are prioritised and
- facilitate improved airport user experience for passengers and the airport community
To ensure an objective assessment of airport performance, the Airports QoS Framework includes 4 service quality categories:
- Passenger comfort and facilities
- Queuing times
- Passenger and baggage flows
- Operator and staff facilities
In total, there are 28 service quality elements associated with each category, as shown in the following diagram:
4 Service Quality Categories and 28 Service Quality Elements:
Download the infographic below
CAAM plans to implement the Airports QoS Framework across all domestic and international airports in Malaysia. The implementation process will be carried out in phases as follows:
Notes:
Airport priority may change over time, based on consumer volume, terminal utilisation, and airport service performance
*Subang Airport is currently undergoing development as part of the Subang Airport Regeneration Plan (SARP)
*Tawau Airport is currently undergoing Tawau Airport Expansion
Phase 1: KL International Airport Terminal 1 and Terminal 2 (KUL T1 and T2)
A total of 27 service quality elements have been implemented at KUL T1 and T2. The remaining service quality element related to queuing times, specifically at the kerbside pickup and drop-off areas, is scheduled for implementation by the second quarter of 2025.
Phase 2
The Airports QoS Framework were implemented at Kota Kinabalu International Airport and Langkawi International Airport in July 2023. In August 2024, the Framework was expanded to include Kuching International Airport, Miri Airport, and Senai International Airport.
Looking ahead, development plans are set for 2025 to implement the Framework at Sultan Abdul Aziz Shah Airport, Penang International Airport, Sultan Ismail Petra Airport, Sibu Airport, and Bintulu Airport.
Phase 3
The remaining airports will be implemented progressively until 2027.
To learn more about the Airports QoS Framework, click on the icons below:
