LETTERS: I WANT to express my deep concerns after my recent experience upon arrival at Kuala Lumpur International Airport (KLIA) on Feb 1, with my daughter.
We arrived at KLIA from Perth on a Batik Air flight at 4.30pm. The sheer number of foreigners attempting to navigate through Immigration was overwhelming, leading to long queues and significant delays.
After waiting for more two hours and 45 minutes, we finally reached the Immigration counter, only to be informed about the mandatory online MDAC (Malaysia digital arrival card), which needed to be filled out beforehand.
I faced significant difficulties accessing my email due to poor airport Wifi signal strength. It was only through the assistance of a staff member, who allowed me to use her personal mobile hotspot, that I was able to complete the form. The lack of clear signage and guidance compounded the confusion.
There were no clear demarcations for queues, leaving tourists to navigate the chaos without proper direction. It was disheartening to witness senior officers engaged in conversations among themselves.
A lady queuing ahead of us was carrying her medication in a freezer pack, and apparently wasn't allowed to get on the express line for people with disabilities and those with young kids.
This reflects a lack of empathy by Immigration officials. Upon completing the Immigration process, I discovered my luggage abandoned in an open area of the baggage hall.
Because other flights had landed, details of my Batik Air flight were no longer displayed on the panel advising travellers on where to find their baggage.
This reflects poorly on the airport management and contributes to a sense of unease among travellers. It took us three hours to reached the hotel at 8.30pm.
This resulted in me having to rest the following day as I have a back injury, urology and heart conditions.
I have visited Malaysia many times but this has left a lasting negative impression.
As a frequent visitor, I believe it is imperative to address these shortcomings in order to uphold Malaysia's reputation as a welcoming and efficient destination for tourists.
Immediate action is needed to improve the Immigration process at KLIA, including:
CLEAR signs and demarcations for queues to streamline the Immigration process. Clear passengers as soon as possible by opening more counters.
ENSURE internet connectivity and support for tourists filling out mandatory online forms. Install adequate signages along the way, reminding tourists that this task is necessary.
ENHANCE security and implement a more organised system for handling luggage which arrived earlier, to prevent loss or theft.
SENIOR officers and the media should conduct impromptu visits to the airport and see the chaos as it is happening to appreciate the difficulties of visitors and address them.
RAVI LINGAM
Perth, Australia
The views expressed in this article are the author's own and do not necessarily reflect those of the New Straits Times