Airport performance is monitored against the targets set under the Airports QoS Framework. Non-compliance may result in financial penalties of up to 5% of the airport operator’s accrued aeronautical revenue, based on the percentage of revenue at risk.

Further details on penalties and revenue at risk are available on the Legislations page under Directives.

To date, RM4.5 million in financial penalties has been imposed on Malaysia Airports Holdings Berhad (MAHB) for non-compliance. Key areas included washroom cleanliness, outbound baggage handling (bags not uploaded onto the intended aircraft), and inbound baggage processing (time taken to retrieve the first and last bags at the baggage carousel).

Airline performance is also evaluated, with results published on the Airline On-time Performance (OTP) and Flight Cancellation Results page.

Consumer complaints received through multiple channels—including website, e-mail, telephone, mobile application, walk-ins, and mail—are reviewed, with bi-annual summaries published online.”