The document provides an overview of airport operations at Kuala Lumpur International Airport. It discusses the objectives and roles of the Airport Operations Division, which consists of the Airport Operation Centre, Terminal Operation Services, Flight Operation Centre, and Landside Operations. It also summarizes KLIA's achievements in customer satisfaction surveys between 1999-2003, where it regularly ranked in the top 5 or 10 airports worldwide.

1. LEARNING & DEVELOPMENT MANAGEMENT “ BASIC AIRPORTS OPERATIONS COURSE ” OVERVIEW ON AIRPORT OPERATION

2. OVERVIEW ON AIRPORT OPERATION DIVISION BASIC AIRPORT OPERATION COURSE

3. OBJEKTIVE To analyze the role of Airport Operations Division To discuss on AETRA Benchmarking

4. Airport Operation Division Consists: AIRPORT OPERATION CENTRE TERMINAL OPERATION SERVICES FLIGHT OPERATION CENTRE LANDSIDE OPERATIONS AIRPORT OPERATIONS DIVISION

5. AIRPORT OPERATIONS DIVISION HJ DAUD HOSNAN GENERAL MANAGER MALAYSIA AIRPORT ( SEPANG ) PN ZANITA ZAKARIA SENIOR MANAGER HEAD OF OPERATION MOHD FAUZI AHMAD AOC MANAGER BAHARUDDIN ATAN TERMINAL MANAGER BAHARUDDIN ATAN FOC MANAGER CHENG LI PERNG JAMALULDDIN AIRSIDE OPS MANAGER MOHD ARIFF JAAFAR LANDSIDE MANAGER

6. The OBJECTIVE OF AIRPORT OPERATIONS DIVISION To focus on improving the quality of services provided by KLIA To provide safe efficient and economical operation service to our entire customers To Comply with Civil Aviation Act 1996 and ICAO standards AIRPORT OPERATIONS DIVISION

7. THE ROLES OF AIRPORT OPERATIONS DIVISION To ensure all operation facilities at KLIA are serviceable at all time To update and enhance SOPs To manage crisis efficiently AIRPORT OPERATIONS DIVISION

8. ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION AIRPORT OPERATION CENTRE ( AOC ) The Centre to monitor, co-ordinate and direct airport operations Strategic viewpoint of all airport actives AIRPORT OPERATIONS DIVISION

9. AIRPORT OPERATIONS DIVISION ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION AIRPORT OPERATION CENTRE ( AOC ) ( COUN’T) Fully co-ordinate operating procedures with Airside, Terminal and Landside division Promotes safe and efficient airport operations To interface with various departments and agencies operating in the airport

10. AIRPORT OPERATIONS DIVISION ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION TERMINAL OPERATION SERVICES Manage the Main Terminal Building, Satellite Building, Contact Pier, and Bunga Raya Complex Provide operational services to passengers, airport users, airline operators, concessionaires, government agencies as well as to other relayed agencies.

11. AIRPORT OPERATIONS DIVISION ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION TERMINAL OPERATION SERVICES ( Cont…) To manage and work closely with PR Division in handling complaints from customers, airport users and passengers. To ensure the terminal area are clean and efficient for the comfort and convenience of the passengers. To ensure that the VVIP/VIP are properly taken care of and ensure safe, smooth and expeditious passage while at the airport

12. AIRPORT OPERATIONS DIVISION ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION FLIGHT OPERATION CENTRE Daily Gate Planning Real Time Gate Management Flight Information Management ( FIDS )

13. AIRPORT OPERATIONS DIVISION ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION FLIGHT OPERATION CENTRE ( Cont..) Slot Co-ordination with MAS Daily Check-In Counter Allocation Real Time Check in Counter Management

14. AIRPORT OPERATIONS DIVISION ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION AIRSIDE OPERATION Airfield Safety Unit Licensing and Enforcement Unit Bird Control and Environment Space Planning and Logistics

15. ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION LANDSIDE OPERATION To ensure the efficiency and safety of the landside activities To coordinate with internal and external parties on accidents, vandalism, road damage, etc To formulate and update procedures and policies AIRPORT OPERATIONS DIVISION

16. PUBLIC TRANSPORT Access Management Curbside Management AIRPORT OPERATIONS DIVISION

17. AETRA BENCHMARKING SURVEY The International Air Transport Of Association ( IATA) Global Airport Monitoring Customer Satisfaction Benchmarking Program was developed to provide “valuable information for marketing and tracking data”. Each participant airport can compare their service level with other airports around the world, and explore passengers’ today experience for improvement purposes AIRPORT OPERATIONS DIVISION

18. AIRPORT OPERATIONS DIVISION Survey Methodology: The airport survey is conducted by distributing questionnaires to passengers at the gate lounges prior to their departure.

19. AIRPORT OPERATIONS DIVISION AETRA BENCHMARKING SURVEY passengers satisfaction survey is conducted on the airport services and facilities Type of service element: Airport Services Element Airline Services Element

20. AIRPORT OPERATIONS DIVISION AIRPORT SERVICES ELEMENT: Overall satisfaction with the airport Ease in finding ways through the airport/signposting Flight Information Screens Ease of making connections to other flights Availability of baggage Carts Helpfulness and courtesy of the airport staff Restaurant / Eating Facilities Shopping Facilities…………..( cont…

21. AIRPORT OPERATIONS DIVISION AIRPORT SERVICES ELEMENT: Cleanliness Airport Comfort Security Inspection Parking Facilities Ground Transportation Ambience Of The Airport Business Facilities Speed of baggage handling

22. AIRPORT OPERATIONS DIVISION AIRLINE SERVICES ELEMENT: Waiting Time in Check-In Queue/Line Efficiency Of Check-in Staff Courtesy / Helpfulness of Check-In Staff Business Executive Lounges

23. AIRPORT OPERATIONS DIVISION KLIA Achievement in The Year of 1999: For the year 1999,KLIA obtained these status in the World Ranking for Airport between 15 to 25 mppa: No. 4 for Overall Passenger satisfaction No. 3 for Overall Business Passenger Satisfaction No. 5 for Overall Leisure passenger Satisfaction For all airport categories, KLIA was ranked 6 th Best Airport

24. KLIA Achievement In The Year 2003:- 1. KLIA voted best emerging airport in Asia in the category for handling less than 500,000 tonnes of cargo 2. KLIA top five airports in the world in terms of overall passengers satisfaction is a survey by AITA, after Dubai, SIN, Hong Kong and Copenhagen Airport AIRPORT OPERATIONS DIVISION

25. KLIA Achievement In the Year 2003:- 3. KLIA is among the top ten airport in the 2003 Airport Of The Year survey done by Skytrax Research, 4. KLIA 3 rd in the world for the 15-25 mppa category in Airport World Global Services Excellence Award 5. KLIA 2 nd 15-25 mppa category for Middle East/Asia Pacific Region in The Airport World Global Service Excellence Award. AIRPORT OPERATIONS DIVISION

26. As a conclusion, you should now understand the roles and functions of the airport Operations Division and how the airport measures its services and facilities for improvements and future developments, Just remember, our vision, PROVIDE WORLD CLASS SERVICES TO ALL OUR CUSTOMERS! CONCLUSION

27. Q & A Thank You -End of presentation-

28. Thank you End of Presentation