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Immigration Congestion at KLIA 2

21 Oct, 2019

MEDIA STATEMENT

In response to media reports
To quote: Malaysian Aviation Commission (MAVCOM)

Given the media reports pertaining to the recent statements made by the Group Chief Executive Officer of AirAsia Group to media on the long immigration wait at KL International Airport 2 (klia2) as well as allegations against the Malaysian Aviation Commission (MAVCOM), the Commission wishes to address these allegations as follows. 

We received a letter from AirAsia Berhad in August 2019 pertaining to the frequent long queues at klia2 immigration counters. In the said letter, AirAsia highlighted that they were documenting the congestion on a daily basis. The Commission had then requested for the details of the said daily documentation as the information would be in addition to the information and data that the Commission had already procured. 

We also made it clear in our reply to AirAsia that MAVCOM was scheduled to meet with the Immigration Department of Malaysia and requested for the details to be provided to the Commission prior to this meeting, as the availability of such information could be helpful in that discussion. Despite several reminders being sent to AirAsia requesting for these details, there was no response provided.  

The Commission proceeded to meet with the Director General of the Immigration Department and the Director of Immigration of KL International Airport (KLIA) to discuss the immigration queues. The Commission is committed towards working with other agencies in the Malaysian aviation industry, including the Immigration Department of Malaysia who are responsible for immigration services in airports in Malaysia. 

 The Commission is dedicated towards providing long-term solutions and the long-term development of the industry. The Airports QoS Framework, which is designed to elevate service levels at Malaysia’s airports and the result of consultation with many stakeholders, is an example of MAVCOM’s pursuit of those objectives. The Commission has to date implemented 20 service quality elements at KLIA and klia2 as part of the Airports QoS Framework. Work is on schedule to complete a further eight service quality elements, including those related to queuing times for immigration, check-in, customs as well as kerbside. The Commission will monitor the queuing time performance at all these areas within the Airports QoS Framework to ensure improved services by all relevant parties involved.