LONG queues at klia2’s immigration counters are a daily occurrence and are not isolated incidents as claimed by Malaysia Airports Holdings Bhd (MAHB), said Tony Fernandes.

The AirAsia Group CEO also described the airport regulator’s response as “weird”.

“It is not isolated, unless, MAHB has a different definition of isolation. But good that they are now acknowledging the problem,” Fernandes said after meeting Sabah Chief Minister Mohd Shafie Apdal at the Sabah State Administrative Building in Kota Kinabalu today.

The airline mogul is visiting Sabah to discuss the airline’s expansion plans.

Earlier today, MAHB had said the long queues at klia2’s immigration counters yesterday was not a normal occurence.

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

The airport operator said yesterday’s issue was an isolated incident, and that immigration clearance at klia2 usually only takes 10 minutes.

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

MAHB chief operating officer Mohd Shukrie Mohd Salleh had said it had communicated its concerns to the Immigration Department, and was working closely with it 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 had said.

Fernandes, however, said AirAsia officials had long raised the congestion problems at the terminal with the operator, but to no avail. 

Fernandes blamed the queues on the poor design and flawed configuration of the airport. 

“We bring in thousands of people into a small corridor. (AirAsia has) been asking for the removal of the chocolate and duty-free shops because, if you really care for the people and passengers, it is unacceptable for them to have to stand for three hours or for kids to be sitting down all over the place. 

“It’s not immigration’s fault; it is purely a lack of space,” he said. 

MAHB has since given its assurance that adjustments would be made to extend the immigration counters into an area presently occupied by duty-free outlets.

Fernandes said AirAsia had last month written to the Malaysian Aviation Commission (Mavcom) concerning the issue, to which it responded with a request for evidence. 

“Mavcom is there to sort out disputes and problems like these. It is supposed to help consumers. 

“We’ve posted lots of photos on social media, like Twitter, and many customers have also posted pictures (but so far) we have had no help from Mavcom. 

“As a regulator, if you really care about the passengers, come (and see the situation) for yourself.  

“If we’re wrong, we’re wrong; if we’re right, then you should penalise the airport,” he said.

On yesterday’s incident, Fernandes said he was shocked to see photos of his ground staff handing out water to travellers. 

“I thought to myself, AirAsia has never given free water. This was the first time, and there wasn’t a single MAHB staff in sight. 

“It was all AirAsia staff directing the passengers. That is just wrong,” he said. 

Fernandes said the issue does not augur well for Malaysia, which is expecting an influx of tourists for Visit Malaysia Year 2020. – October 18, 2019.