AIRPORT TALK

Airport GCEO Speaks

A corporate leader with diverse experience, he is harnessing the latest technological advances to spur Malaysia Airports to greater heights as a smart aviation regional hub.

This month, Dato’ Mohd Shukrie Mohd Salleh brims with joy over the airport operator’s perfect score and quick wins in Airports Council International’s (ACI) latest global Airport Service Quality (ASQ) survey. Other initiatives recently rolled out at its 23-year-old flagship KL International Airport (KLIA) offers not only greater convenience to its passengers but also heightened airport security, which are all part of its Airports 4.0 digitalisation plan.

Dato’ Mohd Shukrie Mohd Salleh Group Chief Executive Officer (GCEO) of Malaysia Airports Holdings Berhad

am overjoyed that KLIA scored full marks We recently implemented our Front Liner real time. The use of double layer encrypted of 5.0 to gain the top spot in ACI’s latest Behavioural Assessment digital platform at data will enable us to efficiently filter out I global ASQ survey for the over 40 million KLIA to inculcate elements of how to be a fraudulent travel documents. Additionally, passengers per annum category in the last caring host to our guests among our more baggage belonging to no-show passengers quarter of 2020. With our implementation of than 2,000 frontliners. This platform, also can be immediately identified and offloaded new travel protocols and newly refurbished part of our Airports 4.0 journey to improve from the aircraft, thus reinforcing security washrooms that made our passengers feel service levels, has led to at least 20% and improving the turnaround time. safe and secure, we also won hands down improvement in each individual front liner’s for our exceptional customer experience in performance rating score as we provide The PRS will be key to an elevated terms of courtesy and helpfulness. bite-size e-learning skills and real-time e-boarding experience, allowing us to notifications such as safe travelling tips for implement an ‘open gate’ concept at All this was further augmented by us passing them to disseminate to our guests. selected boarding gates, which will provide for the third quarter of last year all elements more space for passengers to sit and wait in the Quality of Service framework which Our 23-year-old KLIA also saw the roll-out comfortably prior to boarding their flight. measures passenger satisfaction and service of a new passenger reconciliation system In our continuing efforts to offer dynamic performance in order to ensure consistent (PRS) in our collaboration with Malaysia solutions and maintain momentum as one passenger comfort and improved travelling to enhance safety and speed up the of the world’s top airports, we hope more experience at KLIA. security screening process. So far, we have airlines will come onboard to experience installed 10 and 12 PRS units at Terminals the PRS when air travel picks up again. Meanwhile, the quick response codes 1 and 2 respectively, promising enhanced feedback we placed at each cubicle of customer experience by minimising queues Looking forward to the recovery of our KLIA’s toilets have now been extended to and facilitating in safe physical distancing national aviation industry in the coming Sultan Abdul Aziz Shah Airport, Kota travelling under the new norms. months, I welcome the government’s recent Kinabalu International Airport and Langkawi announcements on reciprocal green lane International Airport. All our guests need With this automated security screening or travel corridor arrangement between to do is just send us their feedback via their system, we can scan and match information Malaysia and Indonesia, which are expected smartphones. on the passenger’s travel documents to to have a positive impact on the air traffic ’ passenger database in movements between the two countries.

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Immunity Passports and Free

A Monthly Publication Of MALAYSIA AIRPORTS © Aviation Marketing and Online Training Courses as Development Division

Advisor Air Travel Industry Recovers Dato’ Mohd Shukrie Mohd Salleh

Managing Editor ith the reopening of various Immunity passports Mohamed Sallauddin Hj. Mat Sah sectors of the economy, many Malaysia’s rollout of its national Covid-19 Editorial & Concept W industry players are hopeful of immunisation programme on 26 February Octagon Creative a gradual recovery of domestic tourism over will be seen as another contributing [email protected] the next few months. Once the daily cases factor to the country’s gradual economic are effectively reduced and interstate travel recovery. With countries requiring an Advertising & Production restrictions relaxed, stakeholders such as “immunity passport” for travel in future, the Noor Hafiza Ruslan [email protected] Malaysia Airports is confident of air travellers Covid-19 vaccination will be advantageous building up. to those planning to travel overseas when Mohd Faizal Md Haris international borders reopen. [email protected] The spike in the number of Covid-19 cases in Malaysia, which saw over 5,000 daily cases It was recently reported Malaysia’s Design & Distribution recorded at end-January for three consecutive Immunitee Health Passport has partnered Mediate Communications Sdn. Bhd. days, have since dropped to 2,176 as at 15 with Temasek-founded Affinidi to become MALAYSIA AIRPORTS HOLDINGS February, according to the Health Ministry the country’s first health passport to be BERHAD (487092-W) website. This is the lowest number of daily accepted in Singapore via Affinidi’s Marketing Division infections over the past one month. Unifier digital credential platform, which Level 3, Arrival Hall (Domestic) is designed to offer travellers a pleasant Main Terminal Building Despite the drop in overall passenger and hassle-free experience during the KL International Airport traffic movements in Malaysia in January, pandemic. 64000 Sepang Malaysia Airports latest data reveals that its Selangor Darul Ehsan, Malaysia international passenger traffic rose by about To be launched in March, Immunitee says Tel : 603-8776 4949 25% from the preceding month even with it is an open-source system available at no Fax : 603-8776 4040 border closures and strict quarantine measures charge to governments and organisations Email : marketing@malaysiaairports. imposed due to Movement Control Order 2.0. worldwide where its users can download com.my the application (app). According to the airport operator, this underscores the latent demands for travel, “However, premium services such as the especially for business, employment and health passport can be subscribed to education purposes with KL International within the app should users wish to use Airport (KLIA) capturing 97% of the total the passport to travel. This will allow travel international traffic. bubbles to open, negating the need to quarantine, as information will be verified Malaysia Airports Group Chief Executive electronically in the blockchain.” Officer (CEO) Dato’ Mohd Shukrie Mohd Salleh says its cargo operations continue to be The Immunitee Health Passport stores resilient with KLIA welcoming its latest cargo personal immunisation records and vaccine airline partner GetJet Airlines from Lithuania data besides verifying the authenticity in February. This private charter airline, of Covid-19 tests and vaccines, thus which has chosen KLIA to be its main base facilitating the user’s clearance at border for its Jakarta-Kuala Lumpur route, is looking health checkpoints. It is also said to ensure at connecting with more destinations from data protection and security through Southeast Asia to Central Asia. blockchain.

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According to its CEO Datuk Dr Nick Boden, Meanwhile, the Malaysian government has Immunitee provides a single Vaccine announced that some 500,000 frontliners IATA’s free online training course Registry Management System that unites will be among the first people to come for airline crew private and public healthcare systems while under the first phase of its immunisation Tens of thousands of airline crew members simultaneously protecting confidential patient programme. Anticipating the airport have lost their jobs due to Covid-19 crisis. information. frontliners to be among this group and with Responding to a recent survey which reveals the country’s immunisation programme in that 78% of 800 laid off airline cabin He assures that government authorities and place, Dato’ Mohd Shukrie hopes more crew wanted help to identify skills that can other organisations, including national travel bubbles with other Southeast Asian enable them to transfer into other roles, the healthcare systems, immigration systems, countries can be implemented similar to the International Air Transport Association (IATA) hotels, universities and schools, could only one between Indonesia and Malaysia. has stepped in to offer free online training access relevant testing and vaccination course to help them re-enter the job market. information by scanning a secure QR Looking at the pre-Covid-19 period, nearly code. They have no other access to any 50% of Malaysia Airport’s international These staff, who registered between 9 and confidential information and there is no traffic were from this region. He adds that 23 February to attend this three-hour Cabin location tracking. The QR code contains its group traffic movements are also largely Crew – Leveraging Professional Skills course, information that could only be unlocked contributed by Istanbul Sabiha Gokcen which has been developed with input from using a private “key” belonging to the user. International Airport (ISGIA) operations, former crew members, are taught practical which is managed by them. tips on how to prepare for the job application process. They also have the opportunity to Despite restricted curfews and flight learn from the experience of colleagues that suspensions from the United Kingdom, South have transitioned to other roles outside the Africa and Denmark, ISGIA registered industry. 1.3 million passenger movements or about 60% of the group’s two million total traffic in January. Underlying demand for air travel We hope to welcome them back to in Turkey remains strong. aviation but for now many will need to seek opportunities to earn a livelihood in other sectors. Fortunately, they have the skills to make the transition. Applying IATA’s training expertise, we will help them to present these skills to potential employers.

STÉPHANIE SIOUFFI IATA Director of Training

This course is as part of the association’s ongoing #WeAreAviation campaign in solidarity with the dedicated and passionate people who make up the global aviation sector. Prior to Covid-19, IATA had trained some 100,000 aviation professionals annually worldwide in critical skills to build their careers.

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Qatar Airways Launches Boeing 777 to the US

anuary marked the introduction of flights to Seattle (SEA) – allowing passengers traveling from the Pacific J Northwest even more flexible travel options via Hamad International Airport (DOH). tourism, business, and education opportunities. Opening this new route is just one more indicator of the growing ties between Qatar The route is scheduled four times weekly on Monday, Tuesday, and the United States in all respects.” Wednesday and Friday.

Seattle marks the airline’s eleventh U.S. gateway, surpassing the number of destinations it operated in the US pre-Covid-19. The four An international destination renowned for innovation, technology weekly flights will be operated by Qatar Airways’ state-of-the-art and natural beauty, we are delighted to serve this increasingly Boeing 777 featuring 42 seats in Business Class and 312 seats in important business and leisure market. And, as one of the top Economy Class. airports in the U.S., passengers will have an increased number of convenient connections when Alaska Airlines joins the oneworld Kicking off 2021 by expanding its West Coast footprint with inaugural alliance on March 31st – including to Alaska, Canada and Hawaii. flight to the Emerald City comes as the airline continues rapidly rebuilding – and expanding – its network across the globe. The new AKBAR AL BAKER flights from Seattle follow last month’s successful San Francisco (SFO) Qatar Airways to Doha launch. Group Chief Executive

As a leading global connector, Qatar Airways currently operates Alaska Air Group Chairman and CEO, Brad Tilden, said: “Qatar over 800 weekly flights to more than 120 destinations, with plans to Airways is an outstanding airline known around the world for its increase to over 130 destinations by the end of March. Passengers excellent quality and service. We’re tremendously proud to join them travelling to and from Seattle can enjoy seamless connections via the two months from now as a oneworld alliance member. Our guests Best Airport in the Middle East, Hamad International Airport with the will be able to earn and redeem miles on Qatar to amazing global widest network of destinations in Africa, Asia-Pacific, South Asia and destinations, along with an ease-of-travel experience and oneworld the Middle East. benefits for our elite flyers. Making connections even easier for our guests, Qatar flies to Doha not only from Seattle, but also from two Chargé d’Affaires of the US Embassy in Doha, Ambassador Greta of our other West Coast hubs: San Francisco and Los Angeles.” C. Holtz, stated: “I am honored to celebrate the launch of Qatar Airways flights to yet another U.S. destination – operated on U.S.- For more information, please visit www.qatarairways.com or made Boeing aircraft. This new route will open doors for more call 03 – 2118 6100

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MASkargo Delivers Pfizer-BioNTech

Covid-19 Vaccine passengers. As such, we carry out the alternative P2C which is a passenger for cargo such as Covid-19 test kits, personal alaysia Airlines has been tasked to protection equipment (PPE) and face fly in the Covid-19 Pfizer-BioNTech masks,” he added. Mvaccine for Malaysians on 21 February. The jetliner carried 312,390 Commenting on preparation at the vaccine doses of Pfizer-BioNTech vaccine for the arrival location, Zulkefly said intensive first delivery to Malaysia under the National efforts are being carried out at the 24th of the same month. Muhyiddin received the Covid-19 Immunisation Programme. Advanced Cargo Centre (ACC), KLIA to vaccination on the first day of the programme ensure the process of receiving the vaccine implementation, together with the frontliners. MASkargo, which is the air cargo division proceeded smoothly. “We will ensure of Malaysia Airlines Bhd, was given the task the standard operating procedure (SOP) The first phase of the immunisation programme, to coordinate the responsibility of receiving to contain Covid-19 such as physical which is until April, will involve the frontliners, the vaccine at KL International Airport (KLIA). distancing is adhered by all present,” followed by the second phase, which is from MASkargo chief operations officer Mohd he said. April to August, for the high-risk groups, namely Zulkefly Ujang said there was no need to senior citizens aged 60 years and above and modify the passenger plane to transport the Prime Minister Tan Sri Muhyiddin the vulnerable group with morbidity problems vaccine as only the cargo section of the plane Yassin on 16 February announced that as well as Persons with Disabilities. would be used for the purpose. According the Covid-19 Pfizer-BioNTech vaccine to him, since the Covid-19 pandemic began, would be arriving in the country on 21 The third phase, which is from May until many passenger aircraft have been used February, with the implementation of February next year, is for those aged 18 and for cargo service for the country’s external the National Covid-19 Immunisation above. trade. “During the pandemic, there are no Programme beginning in phases from the

Cebu Pacific Offers Covid-19 Insurance

he Philippines’ leading carrier, Cebu Pacific (CEB) introduced COVID T Protect on 27 January, its newest add-on to CEB Travelsure, to give travelers peace of mind when flying during this time. We are very pleased to launch the CEB This upgrade, which will cover Covid-related Travelsure COVID Protect in line with our hospitalisation and treatments, is timely as as well as to its international destinations, commitment to restart travel and tourism safely the carrier aims to provide more passenger for as low as PHP 270. Coverage begins and sustainably. With COVID Protect, guests options as it prioritises everyone’s health on the date of departure from origin and will be able to travel more confidently as they and safety. ends two hours upon arrival back at origin, are assured of coverage, especially if they with a maximum travel duration of 30 have essential travel scheduled. With COVID Protect, guests traveling who consecutive days. test positive for Covid-19 will get up to CANDICE IYOG PHP 1 million coverage for hospitalisation CEB Travelsure COVID Protect is CEB Vice President for and medical expenses. This upgrade to the underwritten by Insurance Company of Marketing and Customer Experience airline’s comprehensive travel insurance plan North America (a Chubb Company). may be availed by all passengers flying to Chubb is the world’s largest publicly traded For more information, please visit and from all CEB’s domestic destinations, property and casualty insurance company. www.cebupacificair.com

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Cathay Pacific Cargo Develops Solution for Vaccine Distribution

athay Pacific Cargo announced In addition, shipments using Ultra Track will that it has built on its many years also be monitored by the newly established C of experience in transporting Operations Control Centre. Based in Hong pharmaceutical shipments to develop a Kong, and staffed by dedicated cargo vaccine solution specifically for the fast and professionals 24/7, the team can instruct effective distribution of Covid-19 vaccines ramp and cargo terminal staff to take across the globe. proactive steps to ensure the various storage requirements of vaccines are maintained.

Owen said: “Ultra Track will allow The Cargo Terminal is being With our 20 dedicated freighters and cargo forwarders to monitor the condition of their expanded to offer more temperature- bellies of passenger aircraft supporting vaccine shipments in near real time. It will controlled capacity. While it is currently able our extensive freighter network, we stand be progressively rolled out through the first to temporarily hold and transit 6.6 million ready to assist with what will be the biggest quarter of this year, and we will be offering doses of vaccine a day, there is more to come. humanitarian response to a situation the service free of charge for any Covid-19 Owen added: “We have just expanded so involving civil aviation that anyone has vaccine shipments.” that it can handle more than seven million ever seen. doses, and there will be more cold storage The combined approach follows on from coming online soon. This new cold room TOM OWEN an airport-wide recertification of IATA’s CEIV storage will be able to handle a further Cathay Pacific Director Cargo Pharma accreditation (the internationally 1.6 million doses.” recognised quality-assurance scheme for Cathay Pacific Cargo is progressively rolling pharmaceutical shipments) at Hong Kong “With the vaccine being so valuable and in out Ultra Track as a key part of the vaccine International Airport. Cathay Pacific Cargo, such limited supply, it’s critical that we get it solution. The next-generation track-and- the Cathay Pacific Cargo Terminal managed right at every stage of the journey. We are trace system monitors information including by Cathay Pacific Services Limited (CPSL) confident about meeting the challenge, and temperature, GPS location, and humidity, and ground-handling subsidiary Hong Kong we stand ready to play our part.” using low-energy Bluetooth readers. This Airport Services (HAS) have all been gives shippers and forwarders near real time re-certified, offering a complete level of For more information, please visit visibility and ensures vaccines will remain quality assurance at every stage of the www.cathaypacificcargo.com within their transportation temperature ranges. import and transhipment journey.

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British Airways First Airline to Trial Mobile Health Passport

ritish Airways announced on 29 using the app, with many providing positive VeriFLY has been pioneered by private January that it will trial a new travel feedback to the airline on its ease of use. software company, Daon, which also B health app, VeriFLY, with customers works with some of the world’s leading who are eligible to travel between London banking and credit card companies. The and the US from February 4. British Airways software will allow people to combine travel Although flying is currently restricted, is the first airline in the UK to trial the use of verification documents and Covid-19 test it is essential we do as much as we can a mobile travel health passport for customers results in one place, ensuring travellers are now to help those who are eligible to travelling from London. It will also be the only fully compliant with the entry requirements fly and prepare to help our customers airline outside the US to offer its customers the for their destination before leaving home. navigate the complexities around changing opportunity to trial VeriFLY. Certified customers will be fast-tracked global entry requirements when the through the airport where specially world re-opens. We remain focused The new digital health travel passport, which designated desks will be available for and committed to finding user-friendly, can be downloaded to a mobile device, check in. evidence-based solutions to make journeys is designed to offer peace of mind before as seamless they can be. Through these travel by checking customers meet the entry VeriFLY can be downloaded to a customer’s trials, we hope to provide travellers and requirements of their destination by providing mobile device with ease from the iOS governments on both sides of the Atlantic digital health document verification and App Store or Google Play Store. After with the tools and the reassurance they confirming eligibility. Use of the VeriFLY creating a secure profile, the platform need to make safe travel possible. app will be optional and customers will also prompts customers to confirm their flight continue to be able to give evidence once they information, upload details of a negative meet the US entry requirements at check-in. SEAN DOYLE Covid-19 test result and any other essential British Airways documentation. The software confirms the The trial follows the recent announcement Chief Executive Officer test matches the country’s regulations with that American Airlines, British Airways’ joint a simple ‘Pass’ or ‘Fail’ message. VeriFLY business and oneworld partner, now allows Robert Isom, American Airlines’ President will also provide users with reminders once all customers to use VeriFLY when they are said: “We are pleased to be working hand-in- the credential has expired. travelling to the US from all international hand again with our partner, British Airways, destinations. Since American became the first to make transatlantic travel as seamless as For more information, please visit airline to use VeriFLY in November for selected possible for those who are permitted to fly by www.britishairways.com routes, thousands of customers have travelled utilising the latest in digital technology.”

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Gulf Air Welcomes 70th Anniversary Edition A321neoLR

ulf Air, the national carrier of the Kingdom of Bahrain, The new aircraft premieres 16 new flat-bed Falcon Gold welcomed its new Airbus A321neoLR which landed seats and 150 economy class seats, further solidifying the G in the new terminal of Bahrain International Airport commitment that has in being the boutique airline on Friday, 5 February 2021. The aircraft is designed with the of the Middle East. All seats are equipped with latest in-flight special 70th anniversary Golden Falcon livery which showcases entertainment technology and in-seat comfort features that are the airline’s iconic and vintage design from the last century with practical and user-friendly for every passenger. The aircraft a revamped look. boasts the essence of the overall boutique experience with the opportunity to provide more personalised service, a cosier Following its delivery from the Airbus delivery centre in cabin and faster process of boarding and disembarking. Hamburg, Germany, the aircraft will operate long-haul The new aircraft will also be equipped with wireless internet European routes as well as a selection of GCC destinations. connection (WiFi) as the airline continues to offer the best in The aircraft is the second of the 17 A321neo aircraft order class service to passengers flying on its young fleet. As the which includes 8 that are equipped with flat-bed seats. Gulf Air airline expands its network to further places and include new was the first airline in the Middle East to introduce fully flat-beds destinations to its growing network map, it keeps elevating the on this aircraft type. service level with more appealing products and facilities to make journeys on Gulf Air more comfortable and enjoyable. Commenting on this milestone delivery, Zayed R. Alzayani, Chairman of Gulf Air’s Board of Directors said: “We Gulf Air’s A321neoLR is powered by CFM LEAP-1A engines are delighted to welcome our newest aircraft, the Airbus and it is the largest and most advanced A320 family aircraft. A321neoLR into our fleet in its special 70th anniversary Golden Featuring the widest single aisle cabin in the market, the Falcon livery. This addition will strengthen our position in the A321neoLR is also more eco-friendly than other types of the medium to long haul markets as it represents an upgraded same size and it delivers up to 20% fuel burn reduction per product to offer best in class service to our passengers. The seat, up to 14% lower cash operating costs per seat and 50% relationship that we have with Airbus is very strong and we noise reduction. continue to work closely with them to further develop our fleet and products to ensure the highest levels of customer For more information, please visit www.gulfair.com satisfaction”.

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