MAHB to redistribute KLIA’s check-in counters and improve current flow by 50%


MALAYSIA Airports Holdings Bhd (MAHB) is working with nine airlines to redistribute two rows of check-in counters and relocate several self check-in kiosks at the main terminal of the Kuala Lumpur International Airport (KLIA).

The airport operator said in a statement yesterday that the initiative is aimed at achieving an equal distribution of passenger flow at all check-in counter rows during peak periods, which would improve passenger experience and a seamless travelling journey.

The airlines involved in the initiative are Malaysia Airlines Bhd (MAB), Malindo Airways Sdn Bhd (Malindo Air), Thai Smile Airways, Vietnam Airlines, Pakistan International Airlines, Royal Jordanian Airlines, Hong Kong Dragon Airlines Ltd (Cathay Dragon), Philippine Airlines (PAL Holdings Inc) and Bangkok Airways pcl.

“With the new reassigned check-in counter rows, MAHB hopes to achieve an equal distribution of passengers at all rows that will significantly reduce the current flow by at least 50%,” MAHB stated.

Starting from tomorrow, all MAB passengers flying economy class to international destinations will have to proceed to check-in at Row H.

Meanwhile, airlines that are currently operating at Row H — namely Thai Smile Airways, Vietnam Airlines, Pakistan International Airlines, Royal Jordanian Airlines, Cathay Dragon, Philippine Airlines and Bangkok Airways — will move to Row C, while Malindo Air will move to Row F.

“We are very pleased to work with the airlines in implementing this initiative. This is a united effort by the airport community to step up and project the caring host service culture that we are pursuing to ensure passenger comfort at every step of the way,” MAHB group CEO Raja Azmi Raja Nazuddin said.

He added that heavy passenger flow at the departure check-in area on Level 5 of KLIA is highly visible, particularly during peak periods.

“Hence, we have been working closely with MAB whose passengers make up more than half of the total passengers that we serve in the main terminal.

“Both parties have agreed to work together to improve the passenger flow and experience,” Raja Azmi said.

For the past 21 years, MAB has been operating at check-in counters Rows B, C and D — serving more than 4,000 passengers out of 8,000 passengers who are also served by the other airlines at Rows A, E, F, and G from 6am to 9am daily.

As for Rows H to M, the number of passengers served by other partner airlines during the same time period amounts to less than 2,000.

“We look forward to the relocation as this ensures our guests a seamless and comfortable check-in and baggage drop off.

“Passengers can now check-in conveniently at the assigned CIC rows and expect a shorter waiting time,” MAB group CEO Capt Izham Ismail said.

The redistribution exercise will also encourage more passengers to use the self check-in kiosks for a more seamless travel experience.

A total of 24 kiosks will be relocated to the front of the check-in counters from island G/F until L/M.

Together with MAB, MAHB will be rolling out a communications campaign to inform passengers of the new check-in counter rows through its social media platforms and signages at the airport.

Passengers will be able to access the latest updates on the initiative through the group’s Facebook, Instagram and Twitter accounts.