The new designated pick-up points for e-hailing services at the Kuala Lumpur International Airport in Sepang are now at Doors 3 and 4, Level 1 of the Main Terminal Building. PIC BY INTAN NUR ELLIANA ZAKARIA

SEPANG: Passengers are caught unawares by the new pick-up points for e-hailing services at the Kuala Lumpur International Airport (KLIA) and klia2, which came into effect yesterday.

On Friday, Malaysia Airports Holdings Bhd issued a statement that the new pick-up points are at Doors 3 and 4, Level 1 of the Main Terminal Building KLIA and at Door 5, Level 1 of the Transportation Hub at klia2.

Previously, e-hailing drivers could pick up passengers at Level 3 of KLIA’s arrival hall and Level 2 arrival hall of klia2.

Checks by the New Sunday Times at the arrival hall at Level 3 of KLIA saw many e-hailing drivers were still picking up their passengers there.

Both passengers and e-hailing drivers said they were in the dark over the new regulations.

Raj Kumar, 43, said he usually booked the service on Level 3 as it had always been the designated pick-up point.

“I am not aware of the new pick-up points.

“When I booked a ride today (yesterday), the pick-up point was indicated at Level 3.”

He said Grab recently sent him a notification that the new pick-up points would be at Level 1.

“It cautioned passengers that bookings will be cancelled if they are not at the pick-up points on time.

“I don’t see any signage on the new pick-up points.”

On Level 1, only one e-hailing vehicle was seen picking up passengers.

Passenger Mousa Ali, 30, from Saudi Arabia, said the driver informed him to go to Level 1 after making the booking.

However, having arrived from a long journey and finding himself at the arrival hall, he requested the driver pick him up at Level 3 instead.

“I am thankful that the driver agreed to my request. I have no idea that you have to go to Level 1. There is no signage to inform travellers about this.”

He said the driver had to make a big turn to go to Level 3.

“There are many people waiting here for their drivers, so I just followed them.”

E-hailing driver Nazrin Jawawi, 28, said he was also not aware of the new pick-up points.

He said the e-hailing system still indicated that the pick-up points were on Level 3.

“However, I am aware that I’m not allowed to wait for more than five minutes, or I will be charged RM10.”

He said he didn’t receive any notice from the e-hailing company on the new regulations.

Another driver, who wanted to remain anonymous, said the e-hailing system still directed him to pick up passengers at Level 3.

MAHB said the two pick-up points had been upgraded with comfortable waiting amenities for passengers.

The new regulations were aimed at improving traffic flow at the airport and ensuring a systematic public transportation flow.