Vision:

“To provide world class

airport

services

to all our customers”

Vision:

“To provide world class

airport

services

to all our customers”

LEARNING & DEVELOPMENT MANAGEMENTLEARNING & DEVELOPMENT MANAGEMENT Basic Airport OperationsBasic Airport Operations

“Terminal Operations”“Terminal Operations”byby

Mohd Suhaimi MubinMohd Suhaimi Mubin

Malaysia Airports Holdings Berhad (487092-W)

INTRODUCTION TOTERMINAL SERVICES DIVISION

MA SEPANG SDN BHD

KUALA LUMPURINTERNATIONAL AIRPORT (KLIA)

BYMOHD SUHAIMI MUBIN

Malaysia Airports Holdings Berhad (487092-W)

CONTENTS

1.Objective

2. Roles & Responsibilities

3.SOPs – Standard Operating Procedures

4. SPPs – Standard People Practises

Malaysia Airports Holdings Berhad (487092-W)

OBJECTIVES

At the end of the session, participants will be able to understand the basic concept, functions and duties of Terminal Services

Division.

Malaysia Airports Holdings Berhad (487092-W)

What is Terminal Services Division (TSD)

TSD is a unit that manages and coordinates with the KLIA Community to ensure

Services provided are prompt, courteous, efficient, user friendly and hassle free

environment.

Malaysia Airports Holdings Berhad (487092-W)

Terminal Organisation Structure

S E N IO R IN F O . A S S T. C L E R K

S E N IO R IN F . A S S T.S H IF T A

T E R M IN A L E X E C U T IV ES H IF T A

D U T Y O F F IC E R(G R E D 14 )

S E N IO R IN F . A S S T.(G R E D 13 )

T E R M IN A L E X E C U T IV ES H IF T B

H O U S EK E E P ER

T A N G O A L P H A(M T B )

T A N G O B R A V O(C P )

H O U S EK E E P ER

T A N G O C H A R L IE(S A T )

D U T Y O F F IC E R(G R E D 14 )

1 3 IN F . A S S T.

S E N IO R IN F . A S S T(G R E D 13 )

T E R M IN A L E X E C U T IV ES H IF T C

D U T Y O F F IC E R(G R E D 14 )

S E N IO R IN F . A S S T.(G R E D 13 )

T E R M IN A L E X E C U T IV ES H IF T D

T ERM INAL EXECUT IVE 2(F LO A T IN G )

T E R M IN A L E X E C U T IV E 1(O F F IC E H O U R S)

T E R M IN A L M A N A G E R

S E N IO R O P E R A T IO N M A N A G E R

G E N E R A L M A N A G E R

Malaysia Airports Holdings Berhad (487092-W)

Terminal Operations Division

Roles and Responsibilities

Malaysia Airports Holdings Berhad (487092-W)

AREAS OF RESPONSIBILITIESAREAS OF RESPONSIBILITIES

TSD

MTB

Area: 241,000 sq.m

CP

Area : 95,000 sq. m

SAT

Area : 143,404 sq. m

Total Area

Size: 479,404 sq. m

Malaysia Airports Holdings Berhad (487092-W)

Roles of Terminal Services DivisionRoles of Terminal Services Division

A. During Normal Operations

i. To ensure smooth running of the following services:

:-Accurate information:-Serviceable System

:-Cleanliness :-Clear signages :-Customer service.

Malaysia Airports Holdings Berhad (487092-W)

ii. To ensure that the terminal workforce are highly dedicated in order to provide world class airport services to our valued customers.

iii.To ensure and constantly enforce policies and procedures established by the management.

iv. To ensure that performance standards of the division are maintained.

Malaysia Airports Holdings Berhad (487092-W)

v. To coordinate activities between various service- providers at the airport in order to ensure smooth and efficient Terminal Operations

vi.To ensure that at all times, seamless VVIP, VIP and CIP processes at KLIA VVIP Complex and Terminal Building

vii.Report to the Airport Operation Centre on significant events and incidents that happen at the Terminal for onward action as per SOP

viii. Contract management

Malaysia Airports Holdings Berhad (487092-W)

B. During EmergencyTo act according to the Airport Emergency Procedure and work closely with Airport Operation Centre and Crisis Control Centre such as:

- Aircraft Crash- Bomb Threat- Full Emergency- Structure Fire- Ground Incident

C. Crisis such as:- System (FIDS,BIDS, BHS-PCPS)- No Water/Electricity- No Electricity Supply- Medical Alerts- Violent attacks at Terminal

Malaysia Airports Holdings Berhad (487092-W)

D. Zoning Responsibilities

A. Main Terminal Building- Zone 1: Level 5 & Level 1- zone 2: Level 4 - zone 3: Level 3 & Level 2

B. Contact Pier-Zone 4: Level 3, level 3 and level 1

C. Satellite- Zone 5: Mezzanine level, passenger level & Level 1

D. VVIP Room at MTB & Bunga Raya Complex- Zone 6:

Malaysia Airports Holdings Berhad (487092-W)

TERMINAL SERVICES DIVISIONWHO?- Terminal Manager - Senior Information Assistant - Duty Executive- Duty Officer- Information Assistant

HOW WE WORK?- 4 shifts system (A-Alpha, B-Bravo, C-Charlie & D-Delta) - 7 days a week including Public Holiday- Standard Operating Procedure (SOP)- Standard People Practise (SPP)- AEP- ISO 9002

Malaysia Airports Holdings Berhad (487092-W)

RUNWAY

ARRIVALCONCOURSE

PIER

GATE

APRON

TAXIWAY

RUNWAY

GATE

APRON

TAXIWAYAIRCRAFT

PROCESSINGE.G. FUEL

APPROACH

PASSENGERBAGGAGERECLAIM

ROADSPARKING ROADS PARKING

DEPARTURECONCOURSE

PIER

PASSENGERAREA

PROCESSING

CATERING

MAIL

CARGOPROCESSING

OTHER GROUNDTRANSPORT

DEPARTURE

AIR

SID

EL

AN

DS

IDE

TE

RM

INA

L

PUBLIC AREAS PUBLIC AREAS

FACILITATION PROCESSES

Malaysia Airports Holdings Berhad (487092-W)

STANDARD OPERATING PROCEDURES (SOP)STANDARD OPERATING PROCEDURES (SOP)

1. 1. INSPECTIONINSPECTION

:- Routine Inspection:- Routine Inspection

: - Inspection Based on Report: - Inspection Based on Report

:- Inspection prior to event:- Inspection prior to event

2. 2. HANDLING VVIPHANDLING VVIP

:- Normal/ Immediate Booking:- Normal/ Immediate Booking

:- Private Booking:- Private Booking

:- VVIP’s Arrival/ Departure at Terminal :- VVIP’s Arrival/ Departure at Terminal

:- VVIP’s Arrival/ Departure at Bunga Raya Complex:- VVIP’s Arrival/ Departure at Bunga Raya Complex

:- Information on Flight Delay:- Information on Flight Delay

3. 3. CUSTOMER SATISFACTION & IMPROVEMENTCUSTOMER SATISFACTION & IMPROVEMENT

:- Handling passengers at Information Counter:- Handling passengers at Information Counter

:- Handling Complaint:- Handling Complaint

:- Handling Complaint at Information Counter:- Handling Complaint at Information Counter

:- Public Announcement:- Public Announcement

:- Operation of PABX:- Operation of PABX

Malaysia Airports Holdings Berhad (487092-W)

STANDARD OPERATING PROCEDURES (SOP) Cont..STANDARD OPERATING PROCEDURES (SOP) Cont..

4. 4. INCIDENT & ACCIDENTINCIDENT & ACCIDENT

:- First Aid, Major injury and fatal Accident at Terminal:- First Aid, Major injury and fatal Accident at Terminal

:- Handling Dead Body:- Handling Dead Body

:- Transporting Invalids:- Transporting Invalids

5. 5. FALLBACK PROCEDUREFALLBACK PROCEDURE

:- TAMS failure:- TAMS failure :- TTS Failure :- TTS Failure :- Lost of Electrical Power Supply:- Lost of Electrical Power Supply

:- Lost of Water Supply:- Lost of Water Supply

6. 6. SCHEDULE MAINTENANCESCHEDULE MAINTENANCE

7. 7. WORK PERMITWORK PERMIT

8. 8. TRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIOTRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIO

9. 9. AD HOC FLIGHTAD HOC FLIGHT

10. 10. DIVERSION FLIGHTDIVERSION FLIGHT

11. 11. PURCHASING AND SUPPLIER CONTROLPURCHASING AND SUPPLIER CONTROL

Malaysia Airports Holdings Berhad (487092-W)

STANDARD PEOPLE PRACTICES (SPP)STANDARD PEOPLE PRACTICES (SPP)

• Wishing Passengers, Public and MAB StaffWishing Passengers, Public and MAB Staff

• Answering Telephone callsAnswering Telephone calls

• Handling Passengers/ Public at Information Handling Passengers/ Public at Information CounterCounter

• Handling Difficult Passengers/ PublicHandling Difficult Passengers/ Public

• Approach passengerApproach passenger

Malaysia Airports Holdings Berhad (487092-W)

CONCLUSION CONCLUSION

• Hassle free Environment

• Facilities that are user-friendly

• Services that are prompt, courteous and efficient

Malaysia Airports Holdings Berhad (487092-W)

Malaysia Airports Holdings Berhad (487092-W)

-End of presentation-

Malaysia Airports Holdings Berhad (487092-W)

Thank youThank you

End of End of PresentationPresentation