KOTA KINABALU: Kota Kinabalu International Airport (KKIA) service standard is improving but has yet to reach full satisfactory level, mainly because of the cleanliness of the toilets, said Malaysian Aviation Commission (Mavcom) executive director General Tan Sri Abdullah bin Ahmad.
Abdullah said there were complaints on the lack of signage to direct foreign travellers to the Immigration counters.
Nonetheless, he said Mavcom was pushing Malaysia Airports Holdings Berhad (MAHB) to improve its airports in order to commensurate with the new Passenger Service Charge (PSC) rates.
On that note, Abdullah said Mavcom was working on creating a mechanism to monitor service standard and passenger comfort in airports.
“We are also looking at other countries on how they do it,” he said in an interview here yesterday.
With the mechanism in place, he said airports could be penalized for poor cleanliness.
Mavcom had also launched Consumer Protection Code for Aviation Services last year, which Abdullah said was well received given that the number of complaints had shot up since then.
He said airlines, airports or aviation service providers have 30 days to address passenger complaints.
“If passengers are not satisfied with the response given by airlines or airports, they can lodge a complaint to Mavcom at www.mavcom.my in which the latter will respond within seven days.”