Immigration mess at klia2 isolated case, says MAHB  

Updated 4 years ago · Published on 18 Oct 2019 11:10AM · 4 Comments

THE long queues at klia2’s immigration counters yesterday were an isolated incident, Malaysia Airports Holdings Bhd said following AirAsia and AirAsia X’s complaints.

The queue time reached nearly two hours, drawing the ire of the budget airlines and passengers.

The airport operator said in a statement today this was an isolated incident and immigration clearance at klia2 takes 10 minutes on average.

Based on its observation, MAHB said, the utilisation of immigration counters was at 70% during the unusually long queues.

MAHB’s chief operating officer Mohd Shukrie Mohd Salleh said it has communicated its concern to the immigration and is working closely with the department to prevent such incidents from recurring.

“We acknowledge certain constraints faced by immigration and while they are putting in the efforts to increase resources, the airport is looking at ways to improve customer experience by reducing the congestion at the area,” he said.

One of the plans is to relocate the Eraman emporium at klia2 to cater to expansion and reconfiguration of the immigration area, he said.

The exercise is under way and MAHB is looking to expedite it, he added.

“This, together with the cooperation from Immigration Department to fully man the counters, especially during peak hours, will significantly improve the processing time.”

AirAsia said yesterday the situation is shameful as the long queues at the immigration counters only showcase inefficiency and poor customer service. – October 18, 2019.

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Comments

  • This problem has been for years and this MAHB is not proactive

    Posted 4 years ago by Penganalisa L · Reply

  • My niece comes from Bangkok all the time and she has to queue about an hour at the immigration KLIA2 each time. Its better to admit than to deny you have a problem, MAHB.

    Posted 4 years ago by Elyse Gim · Reply

  • It is not an isolated case. In July 2019, many of my guests from Australia had to miss their flights as they were stuck in the jams at the Immigration counters for more than 3 hours. It is a persistent problem that is due mainly to the fact that many immigration counters were closed, only 2 to 3 were open. MAHB, dont make lame excuses.

    Posted 4 years ago by RAJA KUMAR · Reply

  • Isolated? Keep joking.

    Posted 4 years ago by Lipdah Lia · Reply