This much larger area can accommodate approximately 1,000 people comfortably at any one time
INTERNATIONAL passengers arriving at Kuala Lumpur International Airport 2 (KLIA2) will enjoy a more spacious and comfortable immigration arrival hall as Malaysia Airports Holdings Bhd (MAHB) had successfully expanded the immigration arrival area to almost twice its original size, thus doubling its capacity from before. The new facility was opened three days before the New Year, in time to welcome tourist arrivals in conjunction with Visit Malaysia 2020 (VM2020).
MAHB group CEO Raja Azmi Raja Nazuddin said the organisation is continuously striving to deliver improved passenger experience at the airport.
“As the custodian of the main gateway into the country, our aim is to provide a joyful experience for our guests — more so with VM2020.
We know that passengers are generally tired upon their arrival, and congestion at any of the critical touch points would just add to their stress.
“This was among the feedback we had received. So, we decided to reconfigure the location of the arrival immigration counters to create more space. In our bid to live up to our service transformation into a caring host, we made this initiative a priority — completing it within a short duration and even relocating our Eraman Duty Free outlet,” he said.
“With full support from our partners, the Department of Immigration KLIA and AirAsia Group Bhd, we had completed the initiative in record time within seven weeks, in time to cater to the super peak travelling period during Christmas and school holidays. The passenger flow is now smoother and congestion at the area is expected to be a thing of the past,” he added.
Passengers can now enjoy the spacious new processing area which is approximately 1,400 sq m. This much larger area can accommodate approximately 1,000 people comfortably at any one time, compared to fewer than 500 before. This larger space will also prevent the immigration queue from spilling over into the corridor area which is connected to the arrival gates, especially during peak periods.
With the larger space resulting from the relocation of the counters, MAHB was also able to revamp the queuing system by implementing the snake queue system. The snake queue provides a more orderly experience as passengers queuing in a common line, as opposed to separate lines for each counter.
In addition, they will be able to go to the next available immigration counter more systematically. It also takes away the stress of passengers having to choose which queue line to go to and most importantly, it helps promote a shorter average wait time.
The newly revamped immigration arrival hall is also more passenger friendly with the introduction of priority lanes for disabled passengers and families with small children. There are 10 auto-gates dedicated for Malaysian passport holders to facilitate faster clearance and ease the process. With full cooperation from Immigration to fully man the 58 counters that have been made available, MAHB hopes that the queuing time can be reduced even further.