bandara

1. PRESENTASI PROFIL PERUSAHAAN
KUALA LUMPUR INTERNATIONAL
AIRPORT BHD
Agung Gatra Diarga
Cahyani Pratisti
Enrico T. Libert
Fitriana
Nuning Rahayu
R. Yongki Andrea
Robi Aprilianto
Try Andrianto

2. Corporate Overview of Malaysia Airports
Kuala Lumpur International Airport
LCCT
Other Airports in Malaysia
Awards & Accolades
“The Need for Change”
1. Global Economic Crisis and Challenges Faced
2. Malaysia Airports Initiatives
3. Malaysia Airports 1-Page Strategy
Table of Contents

3. Vision
“World Class Airport Business”
Mission
“Providing world-class aviation gateways; managing
cost-effective airport network and services; and
exceeding the expectations of
customers, shareholders and other stakeholders”

4. CORPORATE
OVERVIEW

5. MILESTONES – THE BIRTH OF MALAYSIA AIRPORTS:
 01st November 1992 – a new beginning for Malaysia’s civil aviation industry after a Bill
was passed in 1991 to privatized some of the Department of Civil Aviation functions
and services.
 Malaysia Airports was set-up to operate, manage, maintain as well as develop airports
in Malaysia, with primary importance being placed on the operational efficiency, safety
and security of passengers, cargo and aircraft operations.
 In 1999, Malaysia Airports became the 1st airport operating company to be listed in
Asia, and the 6th in the world.
 In 2004, the Government, thru Khazanah Nasional Berhad, holds approximately 73% of
interest in Malaysia Airports.

6. MILESTONES – THE BIRTH OF MALAYSIA AIRPORTS (…continue):
1965
1998
Present
KLIA commenced operations
in June 1998

7. Airports operated by Malaysia Airports:
5 International Airports
16 Domestic Airports
4 Foreign Airports
Overseas Venture:
- Hyderabad International Airport, India
- New Delhi International Airport, India
- Astana International Airport, Kazakhstan
- Sabiha Gokcen International Airport, Turkey

8. Number of Airlines Operating at KLIA (2008) Ground-Handlers in KLIA

9. MALAYSIA AIRPORTS ~ PAX MOVEMENT 1999 - 2008
29,5
32,9 32,6
34 33,5
39,4
41,6 42,5
45,2
47,4
0
5
10
15
20
25
30
35
40
45
50
mppa
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008

10. Tan Sri Bashir Ahmad

11. ORGANIZATIONAL STRUCTURE
ORGANIZATIONAL STRUCTURE CAN CATEGORIZED BY :
A. TASK ASSIGNMENT
1. SPECIALIZATION : The Division of Labor into Small, Specific
Tasks and the Assignment of Employees to do a Single Task
2. DEPARTMENTALIZATION : The Grouping of Jobs into Working
Units usually called Department, Units, Group, or Divisions
B. RESPONSIBILITY ASSIGNMENT
1. Delegation of Authority
2. Degree of Centralization
3. Span of Management
4. Organizational Layers

12. MAHB REVENUE STREAM
REVENUE
NON-AERONAUTICALAERONAUTICAL
Airport Services:
- Landing
- Parking
- Aerobridge
- Check-In Counters
- PSC
- PSSC
1. Retail Operations
2. Hotel Operations
3. Consultancy Services
4. Event Management
5. Agriculture & Horticulture
6. GDC System
7. Car Park Operations
8. Airport Land Development

13. KLIA

14. KUALA LUMPUR INTERNATIONAL AIRPORT ~ DESIGN THEME
“airport in the forest, forest in the airport”

15. KLIA
 A showcase of architecture that sets a new standard for a 21st century airport design.
 Asia’s Pacific Premier Air Transportation and Cargo Trans-shipment hub.
 A green-field site covering 10,000 hectares.
 Its original structure can accommodate up to 25 mppa and can be expanded to 100
mppa in the future.
 Serves more than 50 airlines, both as a gateway to the Asia Pacific and transit stop on
their long haul routes, namely Europe-Australia, America-Australia and Australia-South
Africa.
 Received numerous awards and accolades from industry watchers and organizations
around the globe.

16. KLIA ~ FACILITIES
• Free Wifi
• Free Internet Kiosk
• Movie Lounge
• Sports Lounge
• Ambassadors
• VIP Rooms
• Children’s Play Area
• ERL Porter Service
• MAS Porter Service
• Smoking Rooms
• Signages in Various Languages
• F&Bs and Retail Outlets
• Airside Transit Hotel
• Pan Pacific Hotel
• KLIA Limo Services
• Feeder Bus
• Inter-Terminal Bus

17. KLIA ~ AMBASSADOR PROGRAM & VISITOR SERVICE CENTRE

18. AUTOGATE
KLIA ~ IMMIGRATION FACILITIES

19. KLIA ~ PAX MOVEMENT 1998 - 2008
6,5
13,1
14,7 14,5
16,3
17,4
21,1
23,2
24
26,4
27.5
0
5
10
15
20
25
30
mppa
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008

20. KLIA ~ AIRCRAFT MOVEMENT 1998 - 2008
64,1
116,6
109,9 113,6
127,9
140,7
165,1
181,4 184,1
193,7
211.3
0
50
100
150
200
250
(,000)
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008

21. LCCT

22. LCCT
 Specifically built and custom-made to meet the low cost
carrier business model.
 Constructed on a fast track basis beginning June 2005 with
a simple set-up and centralized operations.
 Started operations in March 2006.
 Is currently capable to accommodate up to 15 mppa.

23. KLIA LCCT ~ FACILITIES
• Fully Air-Conditioned Terminal
• Parking Bays Adjacent Terminal
• Check-In Baggage Counters
• Check-In No Baggage Counters
• Baggage Carousel Domestic Arrival Hall
• Baggage Carousel International Arrival Hall
• Duty Free Outlets
• Food and Beverage Outlets
• Retail Outlets
• Service Counters
• Auto Teller Machines
• Foreign Exchange
• Food Court
• Tourist Information Centre

24. KLIA LCCT ~ NEW TERMINAL BUILDING
 The new International Arrival Hall
has been completed.
 The new International Departure
Hall is under-going construction and
is scheduled for completion by the
5th of March 2009.

25. Airlines at LCCT
• Air Asia
• Indonesia Air Asia
• Thai Air Asia
• Air Asia X
• Cebu Pacific Airways
• Tiger Airways

26. LCCT ~ PAX MOVEMENT 2006 - 2008
4,7
7,7
10,1
0
2
4
6
8
10
12
mppa
2006 2007 2008

27. AWARDS &
ACCOLADES

28. Airport Ranking of the year
2011 2010 2009
Hong Kong International Airport 1 3 2
Singapore Changi Airport 2 1 3
Incheon International Airport 3 2 1
Munich Airport 4 4 5
Beijing Capital Int Airport 5 8 17
Amsterdam Schiphol Airport 6 7 8
Zurich Airport 7 6 4
Auckland International Airport 8 9 10
Kuala Lumpur Int Airport 9 5 7
Copenhagen Airport 10 15 14

29. Initiative Achievement
Aerodrome Certification The 1st in Asia to secure aerodrome certification from ICAO
ASQ World’s Best Airport in the 15-25 mil-passenger per annum category
in 2005, 2006 and 2007
Project Green Planet First airport to receive Green Globe 21 (GG21) certification and since
then have been awarded 3 years consecutively since 2004
Performance Management -
Establishment of KPI in MAHB
MAHB and MAS were the first among Khazanah linked GLCs to
implement KPIs
MALAYSIA AIRPORTS HAS ACHIEVED MANY 1st IN VARIOUS ARENAS
KLIA - Low Cost Carrier Terminal First purpose built LCCT in the world and voted CAPA Low Cost
Airport of the Year in the CAPA Aviation Awards for Excellence in Nov
2006
Business Continuity Management
(BCM)
First airport to carry out Business Continuity Simulation
ROUTES First Routes event held in Asia

30. 2001
2003
2004
2005
2nd Best Airport in the World by Skytrax
5th Best Airport in the World by AETRA
3rd Best Airport in the World by AETRA
4th Best Airport in the World by AETRA
2006 Best Airport in the World by AETRA
2007 Best Airport in the World by ACI ASQ
3rd Best Airport Worldwide by Best in Travel Poll
MALAYSIA AIRPORTS ~ AWARDS & ACCOLADES
Top 20 GLCs
The Brand Laureate Award – Best
Brand Transportation Airport
2006-2007
The Most Outstanding
Establishment in the
Tourist, Hotel, Restaurant &
Catering Field 2007 (Trade
Leaders Club, Madrid)
• KLIA was the 1st to be presented an Airport Service Quality
Assured Certificate by ACI following a successful audit of
its airport passenger service QMS
• OSHAS 18001:2007 Certification
• ISO 9001:2004 Certification
• Moving forward – EMS 14001:2004

31. “THE NEED FOR
CHANGE”

32. GLOBAL ECONOMIC CRISIS AND KEY CHALLENGES IMPACTING THE
AVIATION INDUSTRY
• The biggest challenge nowadays is the global economic situation ie global
warming, fuel price spikes, terrorism, outbreaks, new imposed
legislations, currency fluctuations, political uncertainties and instability, etc.
• 2009 will be a year for recuperation and recovery.
• The biggest risk is that due to the economy, we stop looking for opportunities
and not grow our knowledge towards the changing market!
• The extra ordinary industry crisis situation therefore requires action!
• Malaysia Airports has therefore recognized certain
developments, initiatives, improvements and opportunities in pursuing a better
tomorrow.

33. KLIA ~ RETAIL OPTIMIZATION PROGRAM
 ROP - development of new retail concepts
 Upon facing the economic crisis - finding the balance between Aeronautical and
Non-Aeronautical revenues
 To find tune the biggest barrier to travel retail expansion ie the world
economy, in order to continuous remain in the business
 Creating a clearer positioning of brand
 New look!
 Wider range of
products!
 Customers satisfaction!

34. KLIA ~ ASQ IMPROVEMENT PROGRAM
Courtesy and Care Program
 Establish eye contact
 Greet customers
 Receive with grace and give
with thought!

35. An effective Customer Service Management leads to
increased revenues and profits
Customer loyalty
Quality improvement
Product / Service
improvement
What does Customer
Service Management
(CSM) aim for?
Migration of
customers must be
stopped
Satisfied customers
consume / spend
more
Targeted customer
approach becomes
possible
What are the importance
of CSM to airports?
Revenue &
profit
maximization
What is the effectiveness
of a CSM?
2
KLIA ~ ASQ ASSURED PROGRAM

36. Opportunities:
• Neighboring countries ie China, India
and Indonesia are high growth aviation
markets.
• Favorable Malaysian demographics –
large population of young working
adults and new retirees business and
leisure travel.
• ASEAN open sky policy.
• Airline consolidation taking place
worldwide.
To Malaysia Airports:
• Opportunities to participate in aviation
support industries such as training (eg
airport related expertise, project
developments etc).
• Steady flow and growth of airline
passengers.
• Potential for new airlines to operate and
further route development to and fro
Malaysian airports.
• Positions KLIA as next generation hub

37. 37
People / culture Process / system Structure
• Recruit for Potential
• Right People, Place & Numbers
• Build Competence
• Instill Shared Values
• Reward and Recognize
Performance
• Communicate Effectively
• Demonstrate Leadership
• MECE Structure
• Sweat the Assets
• Appropriate Pricing Policy
• Fit for Future Infra
• Enhance External Relations
• Drive Revenue and Spend
Management
• Streamline Policies &
Procedures
• Build Common IT Infrastructure
• Informed Decision Making
• Ensure Service Quality
• Drive Continuous Improvement
Malaysia Airports 1-page strategy 2009 - 2013

38. “connecting people is what we do best”
THANK YOU!