Malaysia Airports Holdings Berhad (MAHB) is one of the world’s largest airport operator groups in terms of passenger volume. The corporation manages 39 airports across Malaysia, including five international airports, 16 domestic airports, and 18 STOLports, along with an international airport in Turkey.
Leading Airport Operations and Revenue Streams
Incorporated in 1991, MAHB is responsible for managing, operating, maintaining, and developing airports. Its revenue is derived from aeronautical operations, including passenger service charges and airline-related fees, as well as non-aeronautical streams such as duty-free operations, airport retail rentals, hotels, and oil palm plantations. The company also owns land in Sepang, Malaysia, reserved for future airport development and expansion. As the first airport operator in Asia to list publicly, MAHB was valued at RM13.9 billion upon listing.
Competitive Advantage and Growth Strategy
With 28 years in the business, MAHB has maintained a competitive edge by optimizing charges related to passenger services, security, and landing fees. A 2017 LeighFisher report highlighted that aero revenue per passenger and aircraft movement at Malaysian airports is about one-third of the industry benchmark. MAHB’s foresight has contributed to its success, including the development of the Low-Cost Carrier Terminal (LCCT) to accommodate budget airline growth. The LCCT was later replaced by Kuala Lumpur International Airport 2 (klia2), which opened on May 2, 2014, with the capacity to handle 45 million passengers annually. klia2 is recognized as a next-generation international airport hub with seamless connectivity and its own shopping mall, Gateway@klia2.
Expanding Network Connectivity
MAHB has intensified efforts to enhance network connectivity, particularly at its secondary international airports. By offering attractive incentives to airlines and collaborating with tourism agencies, it has successfully increased passenger traffic. The company’s Airline Incentive Program includes waivers on landing charges and operational cost support for new airlines in their first year of operation at MAHB airports.
Revolutionizing Airport Retail and Customer Experience
In 2018, MAHB introduced a commercial reset strategy to elevate its retail profile at international and domestic airports. This initiative aligns the retail mix with consumer preferences, incorporating experiential marketing to enhance customer engagement and impulse purchases. In January 2019, MAHB signed an MOU with Tourism Malaysia to launch a Joint International Tourism Development Program, aimed at attracting tourists from untapped markets. This effort benefits airlines, tour operators, and travel agencies, with Sabah and Langkawi being the first states to participate.
As part of its commitment to enhancing passenger experiences, MAHB has launched the Airports 4.0 digitalization initiative. This transformation focuses on improving operations through Airport Collaborative Decision Making (A-CDM) and aims to introduce single-travel token technology in the future. On the commercial side, digitalization allows for personalized retail offerings tailored to customer preferences.
Recognized for Excellence in Business and Talent Development
MAHB has received numerous awards for its business model and operational excellence. The organization was named the Most Popular Graduate Employer of the Year (Leisure, Travel & Hospitality) at the GradMalaysia 100 Leading Graduate Employers Awards. Its employee retention rate is high, with many staff members advancing from entry-level roles to managerial positions.
MAHB offers competitive staff benefits, including unlimited medical coverage for employees and their families, life insurance, housing and vehicle loans, and retirement benefits through additional Employee Provident Fund contributions. Learning and development programs align with the company’s strategic direction, and the “Happy Guests, Caring Hosts” service culture initiative emphasizes exceptional customer service.
Commitment to Corporate Social Responsibility
MAHB prioritizes corporate social responsibility (CSR) through structured and measurable initiatives in education, youth leadership, and community enrichment. The company supports academic excellence and leadership development in schools while contributing to micro-industry growth and environmental sustainability. To promote Malaysian culture, MAHB integrates traditional arts and heritage into its airport experiences.
Award-Winning Leadership in the Aviation Industry
MAHB has earned several prestigious awards, including the Routes Asia 2018 Marketing Award for air route development, the Best in Customer Experience Engagement at the Social Media Excellence Award, and the National Energy Award (NEGTA 2018) for sustainability practices at Kota Kinabalu International Airport. KL International Airport received the World’s Best Airport for Immigration Services Award at the 2017 Skytrax World Airports Awards.
Looking ahead, MAHB is optimizing all airports under its management by upgrading baggage handling systems and aerotrains. Its ongoing digitalization journey through the Airport 4.0 initiative focuses on infrastructure enhancement, capacity development, and digital innovation. This includes implementing the Industrial Internet of Things (IIoT), intelligent enterprise solutions, cybersecurity, big data analytics, and artificial intelligence (AI). While advancing technology, MAHB remains committed to balancing security and customer privacy to ensure a seamless and intelligent travel experience.
