CONTENTS - JUNE 2019

Airport Talk ANA’s Revealed New Aviation Shopping 60 Airport CEO Speaks 55 Boeing 787-10 Avengers Assemble at KLIA Tapping Further Into the Affluent KLIA Ekspres Tickets Available and klia2! 63 61 Middle East Market 56 on Tripcarte.Asia ERAMAN Becomes Bigger, China Airlines New Livery for Better and Bolder 64 Aviation News 60th Anniversary 61 Firefly Celebrated Its Return to Air New Zealand Receives Aviation Interview Singapore via Seletar Airport 58 Global Award for Economy Interview with Jimmy Leong 62 KLM Charity Tulip Sale An Skycouch President of Malaysian Tourist Overwhelming Success 59 Air France Serves Exquisite Guides Council (MTGC) 66 62 Oman Air Revamped Mobile App 60 Cuisine by Michelin-Starred Chef AIRPORT TALK

Under the Joint International Tourism Development Programme (JITDP) with Tourism Malaysia, I am happy to announce that we signed a joint tactical campaign at the recent Arabian Travel Market (ATM) 2019 with a new low-cost carrier, Air Arabia, which will be flying to KL International Airport (KLIA) on 1 July.

As the ninth airline from the Middle East, this will further enhance our flagship airport’s position as the 12th busiest airport for international passengers, a recognition given to us by Airports Council International last year. Air Arabia’s direct service will not only improve KLIA’s connectivity but will also help to promote Malaysia as the preferred hub in this region.

As we have highlighted at our 20th AGM, for us to achieve our Group’s focus areas in 2019, one of the strategic themes that we have identified is to be the Best-in-Class Hub. I am confident this new route development will help us achieve that as one of the features of a good hub is to have a good mix of full service and low-cost carriers. The other criteria include having high international flight frequencies, seat capacity and many international destinations.

This year, we are targeting 10 new airlines flying into Malaysia besides looking at more increased frequencies and new services. AirAsia, for instance, will be commencing its new seven times weekly Penang- Melaka new route in July while Qatar Airways will start its four times weekly Doha-Langkawi flights in mid-October. Meanwhile, Batik Air has extended its wings beyond Kuala Lumpur with its inaugural daily Jakarta-Penang flights on 29 May while Air Busan’s maiden flights to Kota Kinabalu from Busan and Daegu in South Korea have landed respectively in May.

In comparison, we welcomed 13 new airlines last year with 50 new routes and 458 additional frequencies per week mounted by our airline partners, thanks partly to the attractiveness of our Airline Incentive Programme III. Airport CEO Speaks

A leading corporate leader with These new airlines and the existing carriers contributed to the 43.6 strong financial background and million international passenger movements at KLIA in 2018. Of this, extensive experience in various 84.5% of them were from Asia, which included countries such as fields, he is currently steering Indonesia, China, Thailand, Singapore, India, Vietnam, Hong Kong, Japan and South Korea. The remaining balance came from the Middle Malaysia Airports to greater East (7.1%), Australia and New Zealand (6.1%) and Africa (0.2%). heights. The Middle East market, which had shown positive growth, remains an important one for us, which you can read more about in our Airport This month, Raja Azmi Raja Nazuddin Talk feature in this issue. shares how the airport operator is working hand in gloves with the Another strategic theme identified for our Group’s focus areas in 2019 country’s tourism authorities to woo is to deliver world-class service. In improving our service levels, we are in more airlines and passengers doing major asset replacement exercises for our baggage handling ahead of the Visit Malaysia Year system and aerotrains at KLIA, where we have also embarked on 2020 campaign. He also reiterates expanding its main terminal. All this are aimed at creating seamless how the Group’s focus areas for and joyful experiences for our guests. 2019 will be achieved via We are determined to meet the targets set under the Malaysian its strategic themes at its recent Aviation Commission’s Quality of Service framework in our ongoing annual general meeting (AGM) with host culture transformation exercise so that we will live up to our the shareholders. objective of creating Happy Guests as a Caring Host. On this note, I would like to wish all our guests Selamat Hari Raya and safe travel during this festive season.

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Tapping Further Into the She said the Sepang district has identified 66 tourism products and many activities together A Monthly Publication Of MALAYSIA with the Sepang Municipal Council. Among AIRPORTS © Airline Marketing Division Affluent Middle East them are the Sepang International Circuit, KL Advisor Market International Airport (KLIA), the Muslim-friendly YM Raja Azmi Raja Nazuddin Movenpick Hotel & Convention Centre KLIA and the Mitsui Outlet Park, KLIA, just to name a Managing Editor few of its attractions. Mohamed Sallauddin Hj. Mat Sah During the ATM 2019, Datuk Mohamaddin Editorial & Concept Ketapi also launched in Arabic a Tourist Octagon Creative Handbook 2019 about Malaysia and [email protected] DalelMalaysia.com, a tourist digital platform about the country done by the Malaysian- Advertising & Production based ASWAQ magazine and Media Hub Noor Hafiza Ruslan Connection. [email protected]

Mohd Faizal Md Haris Witnessing the signing of the Joint Tactical Competing with the other existing Middle airlines based on their reputation and safety [email protected] Campaign under the Joint International Eastern airlines that flies to Malaysia, Air records. Their preferred choice are airlines Tourism Development Programme by his Arabia’s aircraft will be equipped with its new with direct flights. Design & Distribution ministry’s marketing arm, Tourism Malaysia state-of-the-art cabin interior that was launched Mediate Communications Sdn. Bhd. with Malaysia Airports and Air Arabia at the as part of its brand identity unveiled last Additionally, the report noticed that new ATM 2019 on 30 April, he believed the joint October. Its new cabin interior includes new airlines and increasingly new LCC routes are MALAYSIA AIRPORTS HOLDINGS promotion would help enhance more tourism generation of seats providing extra comfort supporting the emergence of new destinations. BERHAD (487092-W) traffic not only from Sharjah but also from Iraq, onboard while maintaining Air Arabia’s known LCCs are also more successful with business Airline Marketing Division Egypt and other Gulf Cooperation Council generous seat pitch. trips due to their focus on timing and cost. Level 3, Arrival Hall (Domestic) (GCC) markets, which comprised UAE, Qatar, Main Terminal Building Oman, Saudi Arabia, Bahrain and Kuwait. In Malaysia, its general sales agent is Oscar Looking at the number of international KL International Airport Travel Services Sdn Bhd whose managing passenger movements from the ME based on 64000 Sepang Air Arabia, which will be starting daily direct director Johnson Francis said a memorandum Malaysia Airports’ annual report 2018, 6.1% Selangor Darul Ehsan, Malaysia Sharjah-Kuala Lumpur (KL) flights come 1 July, of understanding was signed between them out of the total 51,588,818 international Tel : 603-8776 4949 serves some 170 routes from four hubs in the in mid-January. “Upon receiving the approval passenger traffic received by its airports in Fax : 603-8776 4040 Malaysia’s 26th year of Malaysia is not an unfamiliar destination to UAE, Morocco and Egypt. Welcoming this from the Civil Aviation Authority of Malaysia in Malaysia were from this region while the Email : marketing@malaysiaairports. participation at the recent these countries, which have long established move from the ME and North Africa’s first and March, we started circulating the news about major contribution came from Asia. com.my four-day Arabian Travel bilateral trade and tourism relationship with largest low-cost carrier (LCC) to our shores, the this new route and its sales campaign.” us. Continuing to show our keen interest in Market (ATM) 2019 in Dubai minister viewed the development as timely in While the number appears to be small, this market, the Minister of Tourism, Arts and improving Malaysia’s connectivity, especially in While Tourism Malaysia Director General they make up a large part of the luxury marks its commitment to Culture, Datuk Mohamaddin Ketapi led a the run-up to VM2020. Datuk Musa Yusof, one of the signatories of market segment, which Malaysia is eyeing. make the country a premier delegation comprising some 87 participants the Joint Tactical Campaign at the ATM 2019, According to the 13th edition of The Wealth destination for tourists from from 61 organisations from the public and Concurring with him, Malaysia Airports Group said more details of the VM2020 will be Report 2019 by Frank Knight, the spread of the West Asia, whose market private sectors to the ATM 2019 to promote Chief Executive Officer (CEO) Raja Azmi Raja announced in the third quarter of this year, he private wealth across the ME is centred on the has rebounded by 25.3% to our Visit Malaysia (VM) 2020 campaign. Nazuddin said the new service by Air Arabia also reiterated that Malaysia remains as one of Gulf States with Saudi Arabia taking the top 315,937 arrivals last year. would provide passengers flying from Sharjah the safest destinations in Southeast Asia (SEA) spot followed by UAE, Kuwait, Qatar, Oman The minister launched an Arabic version of or via UAE to KLIA with more options and seats for travellers from the ME besides its ample and Bahrain. The growth in its West Asian market was led Tourism Selangor Facebook page targeted availability. Not only will it be the ninth airline offering of halal and vegetarian food. by Oman (36.9%) followed by the Kingdom at the West Asian market. According to from the ME operating at the KLIA, Air Arabia The number of millionaires from the ME has of Saudi Arabia (KAS, 11.6%) and the United Tourism Selangor Sdn Bhd promotion and will also be operating its new Airbus A321 Consumer Travel Report 2018 grown from 426,100 from 2013 to 459,937 Arab Emirates (UAE, 9.7%). Tourist receipts event manager Khuzaimah Jamaluddin, the neo LR aircraft with a capacity of 215 seats for Findings on the ME Market in 2018. It is projected to increase to also grew last year by 32.9% to RM3.1 Selangor state government also took the its Sharjah-KL route. Safety and security are crucial considerations 541,311 by 2023, the report added. billion from this region, which is referred to as opportunity to announce to the overseas for the Middle Eastern travellers as 57% of Among the existing ME airlines that fly into the Middle East (ME) by the Europeans and travel agents at the ATM 2019 its Visit In fact, Air Arabia Group CEO Adel Al Ali them travel with their families, according to Malaysia are Emirates; Etihad Airways; Iraqi Americans. They include countries such as Sepang 2020 promotion, which will be admitted that the new aircraft has allowed the Consumer Travel Report 2018 – ME by Airways; Mahan Air, a privately-owned airline Bahrain, Iran, Iraq, Jordan, Kuwait, Lebanon, held in conjunction with the VM2020. them to expand its service to farther and newer Amadeus and Insight Out Consultancy DMCC. from Tehran, Iran; Oman Air; Qatar Airways; Qatar, Syria and Yemen. destinations while remaining loyal to its low- Royal Jordanian and Saudia, Saudi Arabia’s cost business model, which it pioneered back In choosing flights, 31% of the respondents national airline, which connects Jeddah and in 2003. surveyed for this report said they selected the Riyadh to KL.

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Firefly Celebrated Its KLM Charity Tulip Sale Return to Singapore An Overwhelming Success The 17th annual ‘KLM via Seletar Airport Charity Tulip Sale’ took place in KL International Airport recently in conjunction with Mother’s Day, where KLM flew in over 5,000 stalks of tulips from the Netherlands to raise funds in support of palliative care for Hospis Malaysia.

Tulips are a distinctive icon to the Netherlands making this particular flower especially appropriate in demonstrating Dutch culture for expressing affection. The tulips were sold for RM6 for each stalk, and were all sold out within an hour.

KLM first started the tradition of the Annual Charity Tulip sale as a by an official Firefly Airlines celebrated Corporate Social Responsibility (CSR) initiative in 1998, offering an launch at the arrival its return to Singapore with opportunity for people to express their love as well as contribute to hall. Commercial flight FY3126 which departed the less fortunate. This time, the sale was officially opened by the passengers received Skypark Terminal, Sultan Ambassador of the Kingdom of the Netherlands to Malaysia, Karin special goodie bags Abdul Aziz Shah (SAAS) Mössenlechner. by Firefly Airlines and Airport at 9.30am on 21 April Changi Airport Group Estee Ng, Country Manager for Air France KLM Malaysia, commented, 2019, and arriving at Seletar as they witnessed the “This Mother’s Day, it makes me proud that the sales proceeds from the Airport at 10.30am. The official ribbon-cutting, KLM Charity Tulip sale, will go towards the support of palliative care flight was inaugurated with momento exchange at Hospis Malaysia. I appreciate the unconditional support from our traditional water canon salute and speech at the partners Malaysia Airports and Sama-Sama Hotel towards this CSR reception site. upon arrival. initiative and thank Ambassador Mössenlechner for her time this are working on the day to show our appreciation to the ones who Mother’s Day to officially open the KLM Charity Tulip Sale”. have given life to the world”, he said. Firefly Airlines’ official delegation to Seletar Philip See, CEO of Firefly Airlines said, See added, “The airline will progressively “The service suspension has been challenging add more points from Peninsular Malaysia Airport included Malaysia Transport Minister, Group Chief Executive Officer of Malaysia Airports, Raja Azmi Raja Tham Su Ming, Hospis Malaysia’s Director, Strategy & Communications for Firefly as many of our customers flying to and study the feasibility of the resumption of Anthony Loke, Ministry of Transport Malaysia Nazuddin, “Airlines are the backbone of our airport ecosystem and said, “Hospis Malaysia is grateful to KLM for organising this Tulip Sale, Singapore had enjoyed the convenience of Kuantan, Ipoh and potentially Melaka. As the officials, Civil Aviation Authority of Malaysia we are always happy to support their initiatives. This charity drive by and to its partners MAHB and Sama-Sama Hotel for supporting this Subang Airport. The airline which celebrates airline seeks to mount seasonal services in CEO, Ahmad Nizar Zolfakar, Malaysia KLM to sell tulips to the public and donate all the proceeds to Hospis noble initiative. The funds raised will go towards our patient services, its 12th anniversary this month (April) is excited leisure markets and islands around Peninsular Airports Holdings Berhad Group CEO, Raja Malaysia resonate strongly with our aims to help the community. Not education and training platform. Every year, we treat and care for to return back into Singapore in particular to Malaysia, it will also look at introducing Azmi Raja Nazuddin, Firefly Airlines and the only are we collaborating with KLM in organising this drive, we are almost 2,000 patients in the Klang Valley, and train more than 700 Seletar Airport. A door-to-door journey from charters’ operations. For those destinations Malaysia Airlines Group senior management also buying 1,000 stalks of tulips to distribute to our passengers in healthcare workers from across the country and the region”. Subang to Seletar in less than 2.5 hours, given that are slightly far flung for our turbo prop team. conjunction with Mother’s Day celebration at the airport today. It is a smooth traffic, customers will be at their operations, a good connection service will one of our little ways to show appreciation to our passengers”. As mentioned, all funds raised will be donated to Hospis Malaysia, a meetings or family gathering on-time. Having be enabled to ensure seamless transit via the The delegation was received by Singapore charitable organisation that offers professional care to patients whom beyond convenience services and experiences Subang hub”. Transport Minister, Khaw Boon Wan, Meanwhile, Sama-Sama Hotel KL International Airport General are terminally ill. Hospis Malaysia is not affiliated with any political, at both Subang and Seletar, customers will not Counsellor Engku Puteri Suraya Engku Mohd Manager, Sundra Kulendra said, “Sama-Sama Hotel pledge in religious, governmental or private groups and collaborates closely be made to wait for hours before departure. The new service to Seletar Airport is operated Afandi who represented the High Commission purchasing and presenting the Tulips to guests on the special day with the World Palliative Care Alliance (WPCA) and the World Health This new airport is going to offer a hassle free by ATR 72-500 with six daily flights. of Malaysia in Singapore and other top- marks our continuous support of charity and community initiative by Organisation (WHO) to fully integrate palliative care into every country’s and seamless experience for our customers at ranking officials from the Ministry of Transport Malaysia Airports Holdings Berhad. 400 tulips will be presented to health care system. both ends of the journey as the proximity and For more information, and Health Singapore and Changi Airport all mothers at the hotel on Mother’s Day (12 May); from diners at our the size of the airport enables customers to get please call 03 – 7845 4543 Group. VVIPs, other passengers and guests weekend Hi-tea and Ramadan buffet dinner, to our female staff who For more information about KLM, please 03 – 7931 2822 received a celebratory welcome, followed to their journey much faster”.

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Utilising the latest innovations, Oman The revamped app also enables guests to Oman Air Air’s new app is a user-friendly platform check their Sindbad miles balance, claim any KLIA Ekspres with easy steps, providing guests with missing miles, request for redemptions, keep inclusive trip management capabilities track of tier progress, see their upcoming Tickets Available on Revamped like flight booking and purchase of tickets, bookings on Oman Air, and much more. online check-in, pre-selection of seats, Mobile App flight status as well as information about For more information, Tripcarte.Asia Oman Air’s latest offers. please call 03 – 2145 6123 Passengers travelling on the Express Rail Link (ERL) between Kuala Lumpur and KLIA Malaysian passengers or klia2 can now purchase the KLIA Ekspres flying to Muscat from tickets on Tripcarte.Asia, a homegrown online Kuala Lumpur are now able travel platform that allows travellers to book to experience the revamped tours, travel activities such as boat riding and mobile application with cruise, theme park and attraction tickets and Oman Air on iOS or Android watersport activities across Malaysia and smartphone. The revamped Singapore. will find it extremely convenient to plan and make their bookings prior mobile application allows to their trip. KLIA Ekspres will be an ideal way to showcase the excellent passengers to organise and At the launch in April, ERL Chief Executive Officer, Noormah Mohd connectivity Malaysia has to offer to travellers.” manage their journey on Noor said, “We are delighted to partner with Tripcarte.Asia to bring the go. the very best of Malaysia to travellers from abroad. With Tripcarte. Tripcarte.Asia is a Malaysia based online activity platform which Asia, travellers abroad can now plan their holiday and book their travel was founded in 2015. It has more than 300+ holiday activities, and *The app is available in both English and Arabic. arrangements, including KLIA Ekspres tickets, on a single platform.” travellers are able to book attraction tickets online.

Tripcarte’s Chief Executive Officer, Parthiven Shan said, “We believe For more details, please visit www.tripcarte.asia. with this partnership, leisure and business travellers travelling to Malaysia ANA Revealed New Boeing 787-10

China Airlines New Livery for All Nippon Airways (ANA) efficiency and in-flight comfort, all of which Class cabin. Furthermore, the next-generation th received the delivery of its support ANA’s mission to push the standards “ANA Flight Path” map will be added to the 60 Anniversary of air travel by investing in the flights, using 3D mapping to provide tourism new Boeing 787-10 aircraft on th More products are launched by the airlines for its 60th anniversary. latest technology.” guides and restaurant recommendations from Celebrating its 60 anniversary in April, China 31 March to become the only For example, the all-new amenity kits for Premium Business Class and Japan’s largest travel review site, 4 travel. Airlines has revealed its liveried aircraft on an airline in Asia to operate the th Premium Economy Class have been very well-received by travellers. Along with its new, more comfortable seats, Airbus A350-900 featuring the 60 anniversary all-new, super-efficient family the aircraft’s Premium Economy and Economy ANA plans to acquire a total of three logo for the first time for the flight between The in-flight entertainment system has been upgraded in April in all of Boeing 787 Dreamliner. Class feature a six-way adjustable headrest 787-10s by the end of fiscal year 2020 Taipei and Ontario, California. A350-900 and 777-300ER cabin classes. Furthermore, a “Birthday and the largest touchscreen personal seat and gradually introduce them to its Southeast Promotion Discount” has been launched by China Airlines via its Hideki Kunugi, Executive Vice President of monitor in its class. The seat monitors have Asian routes as part of its commitment to bring The logo in the shape of “GO” and the infinity symbol “∞” are website, where Dynasty members can log into the birthday special ANA said, “ANA now has the distinction been updated to include swipe-to-search top-of-the-line aircraft and technology progressively applied to the A350-900, A330-300, 737-800, 777- section in their birthday month to receive 5% off their fare for flights of being the only airline in Asia to operate ability and support for five additional to travellers. 300ER, 747-400 and 747-400F(freighter) fleets, inviting travellers around operated by China Airlines. Up to one travel companion on the same all models (787-8, 787-9 and 787-10) of languages - which brings the total to 11. the world to join in sharing the 60 years of joy and growth at China reservation code is eligible for the discount as well. the 787 aircraft. The 787 fleet is known for The high capacity aircraft also offers the For more information, Airlines. The number “60” in China Airlines’ corporate identity colours of its extremely low noise levels, excellent fuel th popular “Full Flat” seats, in the Business please call 03 – 2032 1331 blue and red served as the inspiration for the 60 anniversary logo. For more information, please call 03 – 2142 7344

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Air New Zealand Receives Global Award for Economy Skycouch

In April, Air New Zealand was presented with the prestigious Crystal Cabin Award in Hamburg for the improvements to the Economy Skycouch.

The Air New Zealand designed Skycouch is a row of three Economy seats that convert into flat, flexible surface for rest, relaxation and play.

The improvements include introducing a dedicated infant harness allowing infants to remain lying down throughout the cruise phase of the flight, new infant pod, and modifications to the existing Skycouch that allows two children to share the Skycouch lying side by side.

The Crystal Cabin Award is the only international award for excellence were designed to help make it easier for families to travel with young in aircraft interior innovation, with Air New Zealand winning the children”. Greener Cabin, Health, Safety and Environment category. Air New Zealand is represented by Discover The World as the General Air New Zealand General Manager Customer Experience Nikki Sales Agent (GSA) in Malaysia. Avengers Assemble at KLIA and klia2! Goodman said, “The Skycouch has always been popular with young families and it’s fantastic to be recognised for the enhancements which For further information, please call 03 - 2715 5020 Passengers and Marvel fans passing through KLIA and klia2 are having marvel-ous Air France Serves fun with life-sized Avenger Exquisite Cuisine figurines installed throughout by Michelin-Starred Chef the two terminals.

From April 2019 to March Nicolas Ricard, Country Manager for to offer their guests a refined French dining In the ‘Marvel Super Heroes Have Landed’ 2020, the chef with two Air France Singapore said, “Air France experience in one of the most exceptional campaign launched in April by Malaysia Airports, together with The Walt Disney Michelin stars Julien Royer is privileged to embark on this exciting settings – up in the air”. partnership with Michelin-starred Chef Company Malaysia and Maybank, travellers is designing a new tailor- Julien Royer of award-winning restaurant, Chef Julien Royer has designed a total of and fans can indulge in fun, interactive and made and regularly renewed Odette. This is the first collaboration of its 12 exclusive main dishes – six dishes for La exciting games and photo opportunities with menu for Air France customers kind in Singapore, and we believe that Première and Business Class respectively – the spectacular Avenger figurines until 16 June. travelling between Singapore the 12 remarkable dishes he has created which will be rotated every two months until and Paris-Charles de Gaulle. exclusively for Air France are testaments to our March 2020. Malaysia Airports senior general manager Nazli added that moving forward, Malaysia Financial Services, Maybank; Chen Tien Yue, commitments to bring only the best of French of commercial services Mohammad Nazli Airports is confident in enticing its travellers Executive Director, Royal Selangor Marketing At the Air France signature event, ‘Oh, offerings to our customers”. Air France is also serving fine-dining on other Abdul Aziz said at the launch on 12 April, even more with compelling campaigns, Sdn. Bhd., alongside local personalities Ung my chef!’ on 9 April, Chef Julien Royer long haul flights (and some medium haul from “We are delighted to bring such iconic Super leveraging on both offline and online Yiu Lin, Alif Satar and Daphne Iking. boarded Flight AF 257 from Singapore Chef Julien Royer said, “I truly appreciate the Paris), working with Michelin-starred chefs in Heroes to our airports and hope that these marketplaces, ‘retail-tainment’ concepts, digital to Paris-Charles de Gaulle and shared the opportunity that Air France has afforded me both La Première and Business Class cabin. initiatives will further enliven our guests’ airport innovations and outstanding support from As part of the campaign, shoppers spending specially curated menu and interacted with to curate the menus for their Business and First experience, which is a key thrust in Malaysia retailers and partners. a minimum of RM120 at the public transit passengers. Class passengers. It was an inspiring process For more information, Airports’ Commercial Reset Strategy. We want area at any of the international airports working alongside the team, and I’m excited please call 03 – 7724 8181 to change the perception of what airports The fun-filled activities and photo opportunities operated by Malaysia Airports can enjoy are traditionally known for, to what it could include, a scale model of the Avenger’s attractive redemption offers on limited-edition be. Through these initiatives, we believe we Quinjet, Iron Man shooting range, Thor’s collectibles. Maybank customers will rejoice are inching closer in transforming our airports Hammer Game as well as life-size figurines of as the same offers apply when they spend from merely being a transportation hub to a Captain America, Iron Man and Thor. a minimum amount of RM100 with their premier lifestyle and shopping destination. We Maybank Cards. must continuously strive to remain relevant and The launch was also attended by Jon Tjin Kee, competitive in providing the best for travellers Director, Disney Media + ; Vichelle Woon, For more information, please visit and guests at our airports”. Head of Marketing, Cards Group, Community www.malaysiaairports.com.my

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Datuk Seri Michael Yam, chairman of ERAMAN stated that, “ERAMAN brand has become synonymous with Malaysia Airports Niaga. We want to strengthen its premier position in the travel retail & duty free shopping space in Malaysia. And unless we refresh, reinvent and future proof the franchise the brand, we may not be able to sustain for another 25 years. And hence to mark its 25th year of its birth, the Board had taken the opportunity to adopt a fresher, more contemporary & exciting approach in providing the complete retail experience for ERAMAN Becomes the benefit and convenience of our valued , and customers”. Bigger Better Bolder The chairman also stated that the opening of the dedicated monogram concept boutiques Malaysia Airports Niaga or better known as ERAMAN, is taking the next big step to bring at Kota Kinabalu International Airport offering themselves to the next level. ERAMAN will rebrand its duty free and duty paid retail stores as world-renowned perfumes, skin care and well as the F&B outlets to be better than ever before. In efforts to become bigger, better and cosmetics brands such M.A.C, La Mer, bolder, ERAMAN will be realigning their product categories and revamping their stores’ concept Tom Ford, and Jo Malone were part of the designs on top of enhancing guests’ experiences through experiential marketing and innovative preceding initiatives prior to the launch of digitalisation. this rebranding exercise as demonstrations of their laser-sharp commitment to improving This pivotal rebranding exercise is timely as ERAMAN reaches its 25th year, thus beckoning a stronger presence and awareness amongst domestic the retail variation and introducing new retail and international travellers. The initiative will also make ERAMAN superior and set apart from the competition. But more importantly, it places formats. This also includes Malaysia Airports ERAMAN as the most preferred airport travel retail and duty-free player in Asia Pacific offering the most complete shopping experience through host culture transformation programme, ‘Happy exceptional customer service. Guest, Caring Host’, by setting mobile kiosks and food buggy service at various locations in KLIA Main terminal. has been a crucial component in the group’s a vibrant purple palette, the design speaks The Deputy Minister of Transport, Dato’ business, contributing significantly to our to deliver its promise of excitement that in Kamarudin Jaffar spoke on behalf of the non-aeronautical revenue. In 2018, ERAMAN every path that a traveller takes, ERAMAN is government, “We are supportive of such recorded RM834.2 million in revenue, there to give a welcome and to ensure every initiatives as airports are major gateways contributing about 20% to the group’s total traveller will have a heartfelt gift be it for into our country, contributing to a lasting revenue”. oneself or as a souvenir for loved ones. first impression for foreign visitors. We already possess world-class infrastructure at He added, “Last year, our non-aeronautical Among other changes include enhancements our airports. On top of which, the variety in revenue from our Malaysia operations rose to the facade of all ERAMAN outlets, as international and local retail brands offered to RM1.6 billion. Sales per passenger or SPP well as new modern contemporary designs at our airports are the envy of our regional stood at RM27.80 with the highest recorded for the staff uniforms. ERAMAN is confident counterparts. Further enhancements to duty- for KL International Airport (KLIA) at RM37.50. that the rebranding exercise will strengthen free stores, redesigning of brand awareness Actually, KLIA is still lagging behind in terms of and build brand awareness through elements elements and engagement with travellers are SPP when compared to peer airports within the that are engaging, meaningful, easily strategic steps that will provide a quantum leap region. Their average SPP stands at twice or recognisable, and transferable to all its in making Malaysia a first-world country”. thrice that of KLIA despite equivalent or smaller outlets which includes both merchandising, total retail space at the airport. This is mostly and F&B segments. On the other hand, Malaysia Airports attributed to retail mix and lack of effective Holdings Berhad group chief executive officer retail space zoning”. Operating in five international airports and one YM Raja Azmi Raja Nazuddin was proud domestic airport in Malaysia, ERAMAN Duty to say, “It is indeed a very exciting move as As part of the rebranding exercise, Free outlets offer a wide range of world class this is the first time in 25 years that Malaysia ERAMAN’s new and stylised logo has the and exclusive products such as chocolates, Airports (Niaga) is embarking on such an letter ‘e’ encapsulated within a hexagon perfumes and cosmetics, liquor, fashion and endeavour. From the beginning, Malaysia representing a gift box with the ‘e’ formed accessories as well as tobacco products that Airports (Niaga) through its brand ERAMAN by a ribbon that holds the gift. Coloured in are sourced globally.

64 65 AVIATION INTERVIEW AVIATION INTERVIEW

Where do you draw your passion guides services where tour guides can also industry, providing clean and safe services for the tourism industry? drive a tourism vehicle and guide at the closely monitored by international agencies AVIATION INTERVIEW WITH JIMMY LEONG Firstly, it has always been the people around same time. All these services however, must that rank the airports according to strict me as a team. Secondly, it is experiences be regulated by MOTAC as well as JPJ rules, benchmarks. Such detailed benchmarks President of Malaysian Tourist Guides Council (MTGC) and knowledge that I acquired from other regulations and conditions. MTGC strongly are not consolidated for other forms of organisations that have continuously given believes this move will create a holistic transportation hubs. Along with cleanliness, me ideas and support to make changes, change to the tourism business environment. safety and security comes airport hospitality, Founded in 1967, MTGC’s objective is to guides encouraging cultural narratives, and attracting repeating visitors who may even implement policies and to lead the industry which is expected to be exemplary for lasting promote the highest possible standards for promotional initiatives, discourse and more. bring along families and friends. In short, tour to the next level. I have always reminded Digitilisation has pervaded positive impressions in the minds of tourists. tourist guides and to provide exceptional Jimmy’s keen eye and influence on the council guides ‘make’ or ‘break’ a vacation. myself that success is a narrow path, but as a industries globally, has the tourist experiences for travellers of all keeps everyone in the industry accountable. dedicated team that dares to forge ahead not Malaysian tourism industry caught Therefore, airports and its facilities are nationalities. Jimmy Leong has been the The role of tour guides distinguishes itself by waiting on guarantees; the right time never up with this movement? In what significant to the growth, development, and president since 1999. Since then, he has How important are tour guides their potential to manage and orchestrate comes if we are waiting at the wrong place. ways is technology improving the capacity building on a country’s tourism been a significant for the industry and for touristic tourist experiences; enhances destination’s Where any dream has a fighting chance, lives of tour guides? industry. The facilities, from basic CIQ spokesperson for experience to travellers in general? reputation; promote and generate repeat there’s a way. The tourism and economic landscape of requirements, to growing trends and needs ethical conduct How would you explain MTGC’s visitations and to implement responsible Asia is undergoing a massive dynamic of travellers like free, efficient technology e.g. among tourist role with tour guides all over tourism. What are the current problems in transformation to embrace the technological Wi-Fi, good variety of food and beverage Malaysia? the tourism industry that ought to revolution. Portals such as Agoda, AirBnB, outlets, lounges, and international brands that Tour guiding has an important and With this in mind, MTGC highly endorses the be addressed? Grab and TripAdvisor has greatly changed cater to all levels of shopping, are critical multi-faceted role in Malaysia’s tourism need to provide adequate effective training for The tourism industry urgently needs a the structure of the tourism supply chain in the to ensure that travellers, be it for business, industry. What tour guides present and tour guides in Malaysia, establishing needed government task force to oversee and address past decade. Yet over the years in Malaysia pleasure or family visits, are made to feel interpret of our country affects the way standards, supervising practices, and above the crucial issues at the various land entry we see very small numbers of projects usually welcome, the moment they arrive, and stay in which their customers experience a all, involving them in projects and activities points in the country especially the CIQs involve digital business transformation. Tourism connected with their colleagues or their loved place or attraction, understand the at the destination level. Tour guides should (Customs, Immigration, and Quarantine) business owners fear the costs of integrating ones. local culture and engage in local be treated and motivated as for instance, in Johor Bahru and the Secondlink as we legacy systems. Even if a digitalisation project activities. Their roles stakeholders in Malaysia’s tourism development can no longer afford to receive negative succeeds enterprises are afraid of becoming Tour guides are the first point of contact and influences so that the Malaysian government can make reporting from visitors facing delays in their ‘hostage’ to a vendor, especially for the future for tourist after arrival clearance are key to sure that they fulfil their obligation to build clearances as well as filthy toilets facilities. upgrading costs of its systems. formalities. They are the country’s goodwill making the and maintain the framework to professional There must be a completely reliable border ambassadors and continue from the programme performances, behaviour, conduct and control management to oversee these issues. On the other hand, the new age tourism initial positive impressions by the clearing a success responsibilities Illegal MPVs fetching tourists, unlicensed tour market has seen growing numbers of FIT agencies to reassure visitors of a memorable that deserve the public’s trust operators and unlicensed tourist guides must – free independent travellers who are both stay in the country. The Malaysian tour and support. be removed in order to develop the industry in small groups and individuals, planning their guides are skilled in end-to-end service the right track. own journey and experience using the Internet delivery, not only in airport environment but, How important has it been for and using established websites to make their for all modes of transport, meeting the high MTGC to form a strong relationship At the moment, the move by Malaysia travel choices. service standards set by the government. with the Ministry of Tourism, Arts Competition Commission (MyCC) to dismantle and Culture Malaysia (MOTAC) and the tour guiding fees schedule is doing more Through the Internet tour guides can now Personally, what is your favourite what have been the outcomes of harm than good to the profession and the actively market their services on the many aspect in travelling? this partnership? tourism industry as a whole. MOTAC should available online aggregators such as The best moment for most travellers is seeing In order to represent MTGC and the tourism realise that without a fee structure, foreign TripAdvisor, Viator, GetYourGuide, LokaLocal, new places and meeting new people but its community interests to the Ministry for mutual language guide will not venture into the Unscripted and many more. about opening new horizon to experience benefits, a two-way partnership is essential for profession. The dismantling of this structure completely different cultures and learning the sake of a greater tourism strategy. have also made difficult for tour operators to These aggregators whom we term as travel how to interact with different people to formulate quotation in their packages as the tech firms have undeniably created work know their stories which can impact me on a Meaningful partnerships are the foundation for guiding fees fluctuate according to the supply opportunities and visibility for tour guide’s greater level thus understanding oneself and both the Government and MTGC’s success. and demand. services. This directly have positive impact igniting creativity. MTGC defines this relationship as a mutual on the economy of the tour guides. The agreement between two or more parties in What is your vision for MTGC tour guides can express their creativity and Many of us Malaysians grow up with all which all participants agree to work together and its holistic contribution to the quality services and yet be competitive. These the comforts of the modern world and for a common purpose or undertake a specific tourism industry as a whole? aggregators are now viewed as partners to had the opportunity to do many things we task and to share responsibilities, resources, The roles of tour guides have evolved and tour guides. Both the Internet and travel tech want to do. On the other hand, travelling competences and benefits. Partnerships are travellers’ wants and needs require new firms have impacted positively, the economy to other countries, particularly those in the what enable many tourism players to develop skill sets, for example, better interpersonal and opportunities for tour guides in Malaysia. developing world can be a wakeup call to and grow sustainably. relationships and intellect that enhances and put our own life in perspective. Things that enriches one’s visit to our country. Travellers The airport is the first point of we may take for granted like having modern We describe our relationship with the Ministry are globetrotting in smaller numbers, as less contact between the country’s appliances and clean running water from the as strong but more can be achieved if more people are inclined to buy tour packages tourism industry and the traveller. taps will probably come away with a new communication and meeting sessions are to and join large groups. MTGC’s proposal to In your opinion, what is the appreciation for everything we have. be carried out to understand the tour guiding MOTAC in 2005 predicted the change in significance of an airport in the profession and the feedbacks we receive travel habits, so we proposed for tour guides tourism industry and where do you My most memorable and adventurous trip constantly on the ground level expressed by to drive tourism vans; this was already put see tour guides contributing to this was when I drove from Malaysia to London the visitors we handled to improve the industry. in place in many ASEAN countries. This relationship? in the year 2016 by road across thirteen proposal is strictly for the extension of tour Airports play a significant role in the tourism countries covering 18,500 kilometres. This experience made me see life differently.

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