Harrison Fraser

Creating brands,
creating places

Kuala Lumpur International Airport

Enhancing Customer Experience

  • Strategy
  • Trend Forecasting
  • Environmental

KL International Airport is the premium gateway to Malaysia and one of South East Asia’s leading aviation hubs.

The international competition to design the airport back in the early 1990s resulted in a stunning and award-winning terminal. Whilst its architecture remains unique, the terminal creates challenges in terms of the layout and expansion of commercial areas.

Working in collaboration with global management consultancy, L.E.K Consulting, H:F helped to develop the commercial strategy for enhancing airside and landside retail and F&B. This included recommendations on masterplan, design and product mix changes to improve footfall, dwell time and spend per head. More recently H:F assisted L.E.K in reviewing the customer journey strategy for both the main terminal KLIA1 and the new low cost terminal KLIA2. This involved analysing every customer touchpoint on their journey to, from and through the airport and making recommendations on the changes required to deliver the ideal KLIA consumer experience.

H:F used its knowledge of global Transumer (consumers in an airport) trends to inform recommendations on driving spend and enhancing experience at KLIA.