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KL International Airport exceeds service quality targets


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62 replies to this topic

#21 geoff.leo

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Posted 26 December 2018 - 01:06 PM

KLIA's flaws are so long one could write a book about it.

 

It's been a disappointing 20 years. And with KLIA2, the disappointment continues.

 

MAHB will continue to syiok sendiri.



#22 KK Lee

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Posted 26 December 2018 - 01:51 PM

 
Unless you can actually prove that, it's conjecture.
 
Fact of the matter is both sides are acting like a petulant child, and both should be taken to task for it.


Those who have access know what I am talking about.

KLIA's flaws are so long one could write a book about it.
 
It's been a disappointing 20 years. And with KLIA2, the disappointment continues.
 
MAHB will continue to syiok sendiri.


Klia2 is the place to learn what not to design or build for airport.

#23 Alif A. F.

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Posted 26 December 2018 - 02:45 PM

'Flaw' as in service quality, management and maintenance, right?

 

If flaw in building design would mean hazard to safety, then it should not be opened in the beginning!

 

 



#24 Chris Tan

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Posted 26 December 2018 - 02:48 PM

Those who have access know what I am talking about.

Klia2 is the place to learn what not to design or build for airport.

To paraphrase one of the experienced members here: pax may be loyal to airport but airport may not be loyal to pax

#25 flee

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Posted 26 December 2018 - 06:42 PM

For those who have been with KLIA since opening day in 1998, you can see how much KLIA has been cluttered today.

 

1. The guardrails and dividers at the international arrival

2. The guardrail at domestic arrival.

3. The addition of shops in the middle of aisles all over the terminals

4. Removal of walkalator replaced by crooked pathway at domestic side of MTB

5. Addition of guardrails and ushers at aerotrain stations, both side.

 

Care to add to the list?

I don't know how it got Bomba approval? If there is a fire, a lot of people will be trapped because those kiosks will block the corridors and also contribute fuel to the fire.



#26 KK Lee

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Posted 27 December 2018 - 07:04 AM

'Flaw' as in service quality, management and maintenance, right?
 
If flaw in building design would mean hazard to safety, then it should not be opened in the beginning!
 
 

Flaw is not limited to safety; could include ergonomic, etc. Airport is a node in the transportation network; seamless transfer and efficiency is critical.

How many modern terminal has so many change of direction and elevation as klia2?

Edited by KK Lee, 27 December 2018 - 07:04 AM.


#27 KK Lee

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Posted 27 December 2018 - 10:52 AM

Klia2 was purposely designed and built to be inferior to t1. While at the same time add aerobridge to inflate construction cost.

Edited by KK Lee, 27 December 2018 - 10:55 AM.


#28 Chris Tan

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Posted 27 December 2018 - 04:00 PM

While at the same time add aerobridge to inflate construction cost.

No aerobridge: MAHB gets bashed for giving in to Tonys penny pinching, no better than LCCT, cannot compete with DMK/SIN, hate walking under the sun and rain, etc.

With aerobridge: T2 is too expensive

#29 KK Lee

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Posted 27 December 2018 - 04:54 PM

No aerobridge: MAHB gets bashed for giving in to Tonys penny pinching, no better than LCCT, cannot compete with DMK/SIN, hate walking under the sun and rain, etc.

With aerobridge: T2 is too expensive

Sorry, i meant the bridge linking the two terminal buildings.

Edited by KK Lee, 27 December 2018 - 04:56 PM.


#30 Chris Tan

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Posted 29 December 2018 - 11:06 PM

Sorry, i meant the bridge linking the two terminal buildings.

Perhaps an overpriced rickety aerotrain connecting the Satellite with MTB2 would make more sense? Or would that further inflate the construction cost?



#31 KK Lee

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Posted 30 December 2018 - 07:15 AM

Perhaps an overpriced rickety aerotrain connecting the Satellite with MTB2 would make more sense? Or would that further inflate the construction cost?


In most modern airport, aerobridge docking height is the focus point/elevation of terminal buildings.

At klia2, mtb building is designed around the link bridge, added at least 2 floor level i.e cost.

#32 BC Tam

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Posted 30 December 2018 - 06:35 PM

Wonder if a hybrid klia2 design and AK group's business model could possibly morph to produce an (uncovered) pedestrian walkway between MTB2 and Satellite2, the sort of zebra crossing like design ...
... with options of
a. paid access to one of those mechanized walkalators (shielded from the elements)
b. transfer by air-cond bus shuttles (for an extra premium)
:)

Edited by BC Tam, 30 December 2018 - 06:37 PM.


#33 Mohd Azizul Ramli

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Posted 31 December 2018 - 08:15 PM

Rat infestation at KLIA is all over global news outlets right now.



#34 kandiah k

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Posted 02 January 2019 - 12:35 PM

Rat infestation at KLIA is all over global news outlets right now.

 

Oh dear !! How unhygienic if there is truth to it !!! Any source? 

 

On another note, the reason why KLIA2 has aerobridges is because of the enforcement of anti-people smuggling, which was initiated and mooted by the MoT and DCAM previously. I don't think AK and D7 have anything to do with that enforcement. 

 

Speaking of service quality, I don't see any positive outcome from their hyped up improvements. Please visit the toilets at KLIA1 and you will see how filthy the toilets are; now that is not the fault of the operators entirely, the people who use it also play a part in the upkeep of the toilets. Just have a look at our malls and the way the people use it, bidets in the toilet bowl, tissues everywhere on the floor, pee and other remanence in and outside the toilet bowl, rubbish in the sink, plastic stuffed into the toilet bowl and etc. Having said that, the operators of the airport do not maintain them well, using really cheap detergents, lack of toilet rolls, unrepaired bidet and etc. The lights in KLIA1 are so dim at night and poor air-conditioning at both KLIA1 and KLIA2 (cost saving measures). If any of you notice, the observation deck or area is very warm throughout the day. In Changi T1, I can sit at the observation deck/area the whole day if I could comfortably. Parking lot at KLIA1 has just gotten more and more difficult for regular passengers or picking up as they have now converted the L2 for premium parking. Ancillary income perhaps  :nea:

 

Customer services at both the terminals are not at its best. They can do better, customer centric or a simple smile and courtesy can go a long way. However, our front liners are either grumpy or think the world owes them a living, poor manners. What standards are they referring to? What kind of benchmark are they focused on? Who assesses their service standards? How is it that they hype up their services when it does not tally with the realities? Oh well, just my point of view based on my own experience traveling through KUL. Honestly, I used to support KUL and our national carrier, maybe even claim to be their number one supporter myself  :nea:  but now I cannot say the same because of uncountable negative encounters. Let's hope 2019 will bring about some change.  :aggressive:



#35 Izanee

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Posted 02 January 2019 - 02:15 PM

 
Oh dear !! How unhygienic if there is truth to it !!! Any source? 
 
On another note, the reason why KLIA2 has aerobridges is because of the enforcement of anti-people smuggling, which was initiated and mooted by the MoT and DCAM previously. I don't think AK and D7 have anything to do with that enforcement. 
 
Speaking of service quality, I don't see any positive outcome from their hyped up improvements. Please visit the toilets at KLIA1 and you will see how filthy the toilets are; now that is not the fault of the operators entirely, the people who use it also play a part in the upkeep of the toilets. Just have a look at our malls and the way the people use it, bidets in the toilet bowl, tissues everywhere on the floor, pee and other remanence in and outside the toilet bowl, rubbish in the sink, plastic stuffed into the toilet bowl and etc. Having said that, the operators of the airport do not maintain them well, using really cheap detergents, lack of toilet rolls, unrepaired bidet and etc. The lights in KLIA1 are so dim at night and poor air-conditioning at both KLIA1 and KLIA2 (cost saving measures). If any of you notice, the observation deck or area is very warm throughout the day. In Changi T1, I can sit at the observation deck/area the whole day if I could comfortably. Parking lot at KLIA1 has just gotten more and more difficult for regular passengers or picking up as they have now converted the L2 for premium parking. Ancillary income perhaps  :nea:
 
Customer services at both the terminals are not at its best. They can do better, customer centric or a simple smile and courtesy can go a long way. However, our front liners are either grumpy or think the world owes them a living, poor manners. What standards are they referring to? What kind of benchmark are they focused on? Who assesses their service standards? How is it that they hype up their services when it does not tally with the realities? Oh well, just my point of view based on my own experience traveling through KUL. Honestly, I used to support KUL and our national carrier, maybe even claim to be their number one supporter myself  :nea:  but now I cannot say the same because of uncountable negative encounters. Let's hope 2019 will bring about some change.  :aggressive:


This! 100% agree with all of the above

#36 Mohd Suhaimi Fariz

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Posted 02 January 2019 - 03:28 PM

 

Speaking of service quality, I don't see any positive outcome from their hyped up improvements. Please visit the toilets at KLIA1 and you will see how filthy the toilets are; now that is not the fault of the operators entirely, the people who use it also play a part in the upkeep of the toilets. Just have a look at our malls and the way the people use it, bidets in the toilet bowl, tissues everywhere on the floor, pee and other remanence in and outside the toilet bowl, rubbish in the sink, plastic stuffed into the toilet bowl and etc. Having said that, the operators of the airport do not maintain them well, using really cheap detergents, lack of toilet rolls, unrepaired bidet and etc. The lights in KLIA1 are so dim at night and poor air-conditioning at both KLIA1 and KLIA2 (cost saving measures). If any of you notice, the observation deck or area is very warm throughout the day. In Changi T1, I can sit at the observation deck/area the whole day if I could comfortably. Parking lot at KLIA1 has just gotten more and more difficult for regular passengers or picking up as they have now converted the L2 for premium parking. Ancillary income perhaps  :nea:

 

This is why it's more appropriate to demand that MTB's Airport Tax be brought down to klia2 level.



#37 Samuel Chy

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Posted 03 January 2019 - 09:23 AM

 

Oh dear !! How unhygienic if there is truth to it !!! Any source? 

 

On another note, the reason why KLIA2 has aerobridges is because of the enforcement of anti-people smuggling, which was initiated and mooted by the MoT and DCAM previously. I don't think AK and D7 have anything to do with that enforcement. 

 

Speaking of service quality, I don't see any positive outcome from their hyped up improvements. Please visit the toilets at KLIA1 and you will see how filthy the toilets are; now that is not the fault of the operators entirely, the people who use it also play a part in the upkeep of the toilets. Just have a look at our malls and the way the people use it, bidets in the toilet bowl, tissues everywhere on the floor, pee and other remanence in and outside the toilet bowl, rubbish in the sink, plastic stuffed into the toilet bowl and etc. Having said that, the operators of the airport do not maintain them well, using really cheap detergents, lack of toilet rolls, unrepaired bidet and etc. The lights in KLIA1 are so dim at night and poor air-conditioning at both KLIA1 and KLIA2 (cost saving measures). If any of you notice, the observation deck or area is very warm throughout the day. In Changi T1, I can sit at the observation deck/area the whole day if I could comfortably. Parking lot at KLIA1 has just gotten more and more difficult for regular passengers or picking up as they have now converted the L2 for premium parking. Ancillary income perhaps  :nea:

 

Customer services at both the terminals are not at its best. They can do better, customer centric or a simple smile and courtesy can go a long way. However, our front liners are either grumpy or think the world owes them a living, poor manners. What standards are they referring to? What kind of benchmark are they focused on? Who assesses their service standards? How is it that they hype up their services when it does not tally with the realities? Oh well, just my point of view based on my own experience traveling through KUL. Honestly, I used to support KUL and our national carrier, maybe even claim to be their number one supporter myself  :nea:  but now I cannot say the same because of uncountable negative encounters. Let's hope 2019 will bring about some change.  :aggressive:

 

but surprisingly, the lights in BKI terminal has been improve since 3 or 4 months ago. at least for land-side. 



#38 Alif A. F.

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Posted 03 January 2019 - 11:21 AM

Klia2 was purposely designed and built to be inferior to t1. While at the same time add aerobridge to inflate construction cost.

 

Passing through klia2 again proves to be frustating (at least for me). the maze of shopping lots and ups and downs stairs really adds up to the confusion. And signages are inconsistent and downright confusing. The brain has to to do some arithmetic to make situation logic (i.e. L1, L1M???, then L2...) and elevators buttons instead show 'CP1, CP2, CP3' which is completely not consistent with elevator position (which is P1, P2, P3...) and posted signages.

 

And direction to Tune Hotel klia2 does not exist at all, although Tune Hotel could have make more effort in providing direction starting right from passengers exiting from arrival hall. Otherwise, tired passengers (like me) have to make some u-turns...



#39 Craig

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Posted 03 January 2019 - 11:53 AM

The brain has to to do some arithmetic to make situation logic (i.e. L1, L1M???, then L2...) and elevators buttons instead show 'CP1, CP2, CP3' which is completely not consistent with elevator position (which is P1, P2, P3...) and posted signages.

Sounds like the same architect for Paradigm Mall in Kelana Jaya, where Basement 1 to Ground Floor has like 10 floors in between (lower ground 1-5, concourse 1-3, mezzanine 1-2) and then Ground, upper Ground etc. If it ain't broke don't fix it (nothing wrong with G, 1, 2, 3 if they follow British etc. or 1, 2, 3 if they follow American)



#40 kandiah k

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Posted 03 January 2019 - 11:54 AM

Sounds like the same architect for Paradigm Mall in Kelana Jaya, where Basement 1 to Ground Floor has like 10 floors in between (lower ground 1-5, concourse 1-3, mezzanine 1-2) and then Ground, upper Ground etc. If it ain't broke don't fix it (nothing wrong with G, 1, 2, 3 if they follow British etc. or 1, 2, 3 if they follow American)

 

Yes true that and in fact they are the same builders  :sorry:  :sorry:  :sorry:






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