MAHB will upgrade klia2’s immigration area to enhance customer satisfaction

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KUALA LUMPUR (Oct 18): Malaysia Airports Holdings Bhd (MAHB) said it is looking at ways to ensure better services will be provided at its airports.

In a statement today, MAHB said klia2 experienced an unusually long arrival immigration queue time yesterday, reaching nearly two hours which caused dissatisfaction among passengers and airlines.

It was an isolated incident as typically, the immigration clearance at klia2 is within 10 minutes on average, MAHB said.

“Based on our observation, the utilisation of immigration counters was at 70% during the unusually long queue,” it added.

MAHB chief operating officer Datuk Mohd Shukrie Mohd Salleh said the airports operator had communicated this concern to the Immigration Department and was working closely with them to prevent such incident from happening again.

“We acknowledge certain constraints faced by Immigration and whilst they are putting in the efforts to increase resources, the airport is looking at ways to improve the customer experience by reducing the congestion at the area," Shukrie said.

One of the plans is the relocation of Eraman emporium at klia2 for expansion and reconfiguration of the immigration area, he added.

He said this will free up more space and enable a smoother flow at the Immigration.

“This exercise is underway and with the cooperation of all relevant stakeholders, we hope to expedite the implementation as soon as possible. This, together with the necessary cooperation from Immigration Department to fully man the counters, especially during peak hours, will significantly improve the processing time at immigration, moving forward,” he added.

At 11.31am, MAHB gained 0.62% or 5 sen to RM8.09, valuing it at RM13.42 billion.