In a recent interview, budget carrier AirAsia Group said that the Malaysia Airports Holdings Bhd (MAHB) needs to immediately plan adjustments at KLIA2 to suppress the contentious congestion prevailing at the immigration counters as it is portraying a bad image of Malaysia to the tourists coming across to the country. Due to the daily occurrence of such a long queue, the visitors from across the globe aren’t getting a hassle-free service at the Malaysian airport.
On interacting with the CEO of AirAsia Malaysia Riad Asmat and CEO of AirAsia X Malaysia CEO Benyamin Ismail said the long queues at immigration counters for foreign passports are a daily occurrence at the airport because of the security check happening in the counters. The hassle and congestion are so bad that due to the prolonged immigration checking, many a time people miss their connecting flights. Normally, the visitors have to queue for over an hour at immigration gates, especially during peak hours of 3 slots from 3 am to 7 am from 2 pm to 7 pm and 9 pm to midnight.
They said, "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 CEOs also said that with the increase in complaints, passengers were assured that adjustments would be made to extend immigration clearance into an area presently occupied by duty-free outlets, but to date, nothing had been done.
They said"The Immigration Department has been very understanding and helpful by ensuring all counters are open during peak periods. However, there's nothing much further they can do for 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 added "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,".
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