MAVCOM unveils upgraded airline and airport performance dashboard
Accessible via MAVCOM's official website, the upgraded dashboard now offers expanded insights covering both domestic and international airline operations. It tracks essential metrics such as On-Time Performance (OTP), flight cancellations, delay and cancellation reasons, as well as airport service quality assessments under the Airports Quality of Service (QoS) framework.
MAVCOM monitors the OTP of both domestic and international flights operated by Malaysian carriers, including AirAsia, AirAsia X, Batik Air, Firefly, Malaysia Airlines, and MASwings.
Airlines must ensure at least 85 per cent of their flights depart within 15 minutes of the scheduled time and operate at least 80 per cent of their scheduled flights monthly, with cancellations not exceeding 20 per cent.
MAVCOM executive chairman Datuk Seri Saripuddin Kasim said the introduction of this enhanced dashboard marks a significant step forward in promoting greater transparency and accountability within the aviation industry in Malaysia.
"It allows for improved tracking, analysis, and visibility of performance metrics across both airlines and airports. The dashboard offers a comprehensive and interactive view of the industry's performance, enabling users to customise and access the specific data they need with ease.
"This not only benefits industry players, such as airlines and airports, by providing clear performance indicators they can use to elevate their service levels but also empowers consumers to make more informed choices when selecting their preferred carriers.
"Ultimately, our goal is to foster a greater culture of accountability among aviation operators. By leveraging this data-driven tool, MAVCOM aims to enhance service standards and drive continuous improvements in the Malaysian aviation sector," he said in a statement.
Since first publishing carrier performance data on flights departing from KL International Airport Terminals 1 and 2 (KUL T1 and T2) in April 2024, MAVCOM has expanded coverage to airports nationwide. Users can now access real-time OTP and cancellation data by airport, route, and airline, including performance by foreign carriers departing from KUL T1 and T2.
The interactive dashboard enables users to view flight delay categories and cancellation reasons, along with monthly trend analyses.
Aside from these metrics, airlines are mandated to adhere to the Malaysian Aviation Consumer Protection Code 2016 (MACPC), which outlines provisions for the protection of air travel consumers in Malaysia. Failure to do so may result in financial penalties being imposed. To date, MAVCOM has imposed financial penalties totalling RM4.85 million on AirAsia Bhd, AirAsia X Bhd and Batik Air.
The dashboard features airport performance metrics and results under the Airports QoS framework. This framework establishes standards and Key Performance Indicators (KPIs) for airports aimed at enhancing passenger comfort, prioritising consumer service levels, and improving the overall experience for both passengers and the wider airport community.
The framework currently applies to KUL T1 and T2, Kota Kinabalu, Langkawi, Kuching, Miri, and Senai airports. These airports are evaluated across four categories: passenger comfort and facilities, queuing times, passenger and baggage flow, and operator and staff amenities. At KUL alone, 28 specific quality elements are assessed under each category.
Assessments are conducted through a combination of operator-reported data, independent inspections, and passenger surveys by MAVCOM.
Non-compliance with the framework can lead to financial penalties. To date, MAVCOM has fined Malaysia Airports Holdings Bhd RM4.1 million for failure to meet required standards.
Looking ahead, MAVCOM plans to extend the QoS framework to Sultan Abdul Aziz Shah Airport and Penang International Airport by 2025, with full nationwide implementation expected by 2027.
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