KUCHING: Malaysia Airports Sdn Bhd has been fined RM678,939 over service lapses at three airports.
The Civil Aviation Authority of Malaysia (CAAM) imposed the financial penalties following its 2025 assessment of airport performance under the Airports Quality of Service (QoS) Framework.
The assessment covered Kota Kinabalu International Airport, Kuching International Airport and Miri Airport.
CAAM said the non-compliance involved passenger service and facility-related elements at airports operated by Malaysia Airports Sdn Bhd (MASB).
The lapses were related to the cleanliness and availability of passenger washrooms, terminal ambience, wayfinding and the operational reliability of the Flight Information Display System (FIDS).
CAAM said these elements were designed to ensure airport facilities and services continued to meet the standards expected by consumers and airport users.
“The Airports QoS Framework sets service standards and Key Performance Indicators aim at ensuring quality airport services, enhancing passenger comfort and improving the overall airport experience.
“Under the framework, airport operators are required to meet prescribed service level targets across various operational and passenger-focused service elements.”
CAAM said it had engaged closely with MASB throughout the assessment process by sharing findings and facilitating the development of targeted improvement measures.
“MASB had committed to implementing corrective action plans to address the identified gaps, but it was still assessed to be non-compliant.”
CAAM said it would continue to monitor progress to ensure sustained improvements.
