CAAM issues penalty following 2025 airport QoS assessment
The Civil Aviation Authority of Malaysia (CAAM) has imposed a financial penalty on Malaysia Airports (Sepang) Sdn. Bhd. following an assessment under the Airports Quality of Service (QoS) Framework for 2025.
Malaysia Airports (Sepang) Sdn. Bhd., a wholly-owned subsidiary of Malaysia Airports Holdings Berhad, is responsible for operating and managing Kuala Lumpur International Airport.
Non-compliance involved outbound baggage performance at KLIA Terminal 1
CAAM said the 2025 assessment identified non-compliance involving the Outbound Baggage (Short-shipped) service element at KLIA Terminal 1.
The indicator measures the effectiveness and reliability of baggage handling for departing passengers, including whether checked baggage is loaded and transported as planned.
Penalty follows repeated failure to meet prescribed service targets
CAAM said it had engaged closely with Malaysia Airports Sepang by sharing findings and facilitating targeted improvement measures.
Malaysia Airports Sepang had committed to corrective action plans, but repeated instances remained where the prescribed performance targets were not satisfactorily achieved.
The non-compliance resulted in a financial penalty of RM1.26 million.
QoS framework continues to monitor airport service standards
CAAM said the Airports QoS Framework establishes service standards and key performance indicators intended to support quality airport services, passenger comfort and the overall airport experience.
The regulator said it will continue to monitor performance and work with industry stakeholders to improve airport operations and service quality.
