AirAsia hits out at immigration mess at klia2

Updated 4 years ago · Published on 17 Oct 2019 1:00PM · 9 Comments

AirAsia says some passengers are missing flights because of the immigration congestion at klia2. – EPA pic, October 17, 2019.

BUDGET carrier AirAsia has urged airport operator Malaysia Airports Holdings Bhd (MAHB) to address the worsening congestion at klia2 immigration counters.

The carrier said in a statement today that the situation is shameful as the long queues at the immigration counters only showcase inefficiency and poor customer service.

“The congestion caused by long queues at immigration counters for foreign passports at klia2 is a daily occurrence. It has gotten so bad that countless guests have complained to us about missing their connecting flights as well as important meetings and appointments.

“The airport is the first encounter visitors have with Malaysia and it is shameful that their first experience of our country is one that showcases inefficiency and poor customer service, particularly with Visit Malaysia Year 2020 just around the corner,” said AirAsia Malaysia CEO Riad Asmat and AirAsia X Malaysia CEO Benyamin Ismail.

In some cases, guests have had to queue for more than an hour at immigration, they said.

This is especially during peak hours between 3am and 7am, 2pm and 7pm and 9pm and midnight.

“The problem is caused by the poor design and flawed configuration of klia2. We have raised this issue with MAHB and were given an assurance that adjustments would be made to extend immigration clearance into the area presently occupied by the duty-free outlets.

“However, up to now we have not seen anything done to address the problem and congestion has worsened daily, with some passengers having to endure long queues that stretch all the way back to the disembarkation gates,” said Riad and Benyamin.

They added that the Immigration Department had been understanding and helpful ensuring all counters are opened during peak periods.

“Aside from that, there’s nothing much further they can do as the floor space and configuration at klia2, including the ability to add more counters and extend the queuing area falls under MAHB’s responsibility.”

They are urged the Malaysian Aviation Commission (Mavcom), as a regulator and aviation consumer protection body, to step in to sort out the mess.

AirAsia and MAHB are involved in a running battle over several issues, including in the maintenance of klia2, which is used by AirAsia. – October 17, 2019.

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Comments

  • The Tourism Ministry better make sure this problem is resolved quickly. They have been allocated more than 1 billion ringgit for Visit Malaysia Year to promote tourism and if stupid things like this drives tourists away then the 1 billion ringgit of tax payers money will just go down the drain with very little to show. Tourism Ministry go put your foot down with MAHB and get them to buck up.

    Posted 4 years ago by Elyse Gim · Reply

  • What is new...welcome to Malaysian efficiency.

    Posted 4 years ago by Lipdah Lia · Reply

  • I fully agree with Air Asia. The way MAHB has managed both airports is truly disappointing. Not only KLIA2 immigration queues are bad for foreigners. It is also one of the worst globally at KLIA.

    Posted 4 years ago by Anonymous 1234 · Reply

  • Long queues are daily issues at KLIA2. U will not like your family & friends; old & young queue hours. A total shame

    Posted 4 years ago by Tj Gill · Reply

  • Yes what Air Asia says is correct. Look at the number of immigration counters in klia2 & at the same time see how many counters is open at any one time but the best is how many of them sitting in the opened counters are working. If you really look, you will see some of them meddling with the HP, some goes to other counters & chit chat. Are these people responsible for what they take home at the end of the month, are they greatfull for having a job. Once after clearing immigration & while waiting for a foreign friend who was in the Q I was standing behind a counter where an officer was in a counter meddling with the HP, another immigration officer asked me to go away from that place & I believe it's because I can see what is happening at the counters with staff there but not doing any work while there were many passengers in the Q. The responsible people like MP must do a surprise visit & take action to fix these problems. I guess this must be the.same or even worse where the public don't see. Shame.

    Posted 4 years ago by Tony Soyza · Reply

  • Yes what Air Asia says is correct. Look at the number of immigration counters in klia2 & at the same time see how many counters is open at any one time but the best is how many of them sitting in the opened counters are working. If you really look, you will see some of them meddling with the HP, some goes to other counters & chit chat. Are these people responsible for what they take home at the end of the month, are they greatfull for having a job. Once after clearing immigration & while waiting for a foreign friend who was in the Q I was standing behind a counter where an officer was in a counter meddling with the HP, another immigration officer asked me to go away from that place & I believe it's because I can see what is happening at the counters with staff there but not doing any work while there were many passengers in the Q. The responsible people like MP must do a surprise visit & take action to fix these problems. I guess this must be the.same or even worse where the public don't see. Shame.

    Posted 4 years ago by Tony Soyza · Reply

  • The queueing problem is definitely there.

    However I really hate the tit for tat, petty jibs that AirAsia is doing. Given a choice, I'll dump AA too!

    Posted 4 years ago by CS Lee · Reply

  • Hahaha.Build more duty free shops, supermarket and what else.
    Poor signage. Long walk to departure halls.

    Posted 4 years ago by [email protected] · Reply

  • Fully agree with Air Asia. The queques at the Immigration counters for departing foreigners is a disgrace. With Visit Malaysia Year 2020 next year, I hope that the immigration Department will get their act together. My guests from Australia missed their flights to Sydney in early July 2019 too. They had to wait 3 hours in the queque early in the morning and missed their flights. A real disgrace.

    Posted 4 years ago by RAJA KUMAR · Reply