Pushpalatha Subramaniam

Pushpa Subramaniam heads MAVCOM’s consumer and public affairs department and was instrumental in the commission’s establishment in 2015. She led the development of Malaysia's first aviation consumer protection code (MACPC) and has driven various consumer education initiatives. She also oversees the airport's quality of service (QoS) framework. With over 30 years in aviation, Subramaniam holds a BBA from RMIT, Australia and has served on the Worldwide Airline Customer Relations Association (WACRA) board.

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Panel discussion: Powering passenger experiences: the regulator-operator alliance

This panel will emphasize stakeholder collaboration in airports, highlighting how alignment between regulators and operators improves passenger experiences and service standards. Panelists will discuss airport quality of service (QoS) frameworks, showcasing how they ensure consistent service and streamline operations. Examples will demonstrate effective collaboration in managing diverse stakeholder interests. By fostering clear communication and joint decision-making, these partnerships address challenges, align regulatory goals with operational needs and drive innovative solutions. The result is enhanced efficiency, improved customer satisfaction and sustainable growth in the aviation industry, benefiting both passengers and stakeholders.

The audience will learn:

• Key lessons learned from the collaboration of regulators and airport operators
• Measuring airport levels of service
• Establishing trust through data