The diagrams below illustrates the passenger journey at the airport and the service quality elements involved at each stage under the Airports QoS Framework.

For more information on the 4 Service Quality Categories and 28 Service Quality Elements under the Framework, visit the Introduction page.

Consumer Hotline:

+1800-18-6966 (Within Malaysia)

+603-7651 2777 (Outside Malaysia)

Have a complaint?

FlySmart complaint webform

FlySmart mobile app

For a list of airline and airport contacts, click here.

For more details, visit our Contact Us page.