CAAM penalises MASB under the Airports QoS Framework
The Civil Aviation Authority of Malaysia (CAAM) has imposed financial penalties on Malaysia Airports Sdn. Bhd. following its assessment of airport performance under the Airports Quality of Service Framework for 2025.
The assessment covered Kota Kinabalu International Airport, Kuching International Airport and Miri Airport.
Penalties total RM678,939 across three airports
CAAM identified several instances of non-compliance involving passenger service and facility-related elements at the three airports, resulting in penalties totalling RM678,939.
The affected service elements included passenger washroom cleanliness and availability, terminal ambience, wayfinding and the operational reliability of Flight Information Display Systems.
MASB submitted corrective action plans
CAAM said it shared its findings with MASB and facilitated the development of targeted improvement measures during the assessment process.
Although MASB committed to corrective action plans, CAAM said the airport operator was still assessed as non-compliant and the financial penalty was imposed.
CAAM will continue monitoring airport service improvements
CAAM said it will continue monitoring progress to ensure sustained improvements at the affected airports.
The regulator said the Airports QoS Framework is intended to maintain service standards, passenger comfort and the overall airport experience across Malaysia's airport network.
