Reconfigured area can cater up to double its previous capacity for a smoother passenger flow
SEPANG – International passengers arriving at klia2 will enjoy a more spacious and comfortable immigration arrival hall as Malaysia Airports had successfully expanded the immigration arrival area to almost twice its original size, thus doubling its capacity from previously. The new facility was opened three days before the new year, in time to welcome tourist arrivals in conjunction with Visit Malaysia 2020 (VM2020).
According to Raja Azmi Raja Nazuddin, group chief executive officer of Malaysia Airports, 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 touchpoints would just add to their stress,” he commented.
“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," said Raja Azmi.
“With full support from our partners, the Department of Immigration KLIA (Immigration) and Air Asia, 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 will now be able enjoy the spacious new processing area which is approximately 1,400 sqm. This much larger area can accommodate approximately 1,000 people comfortably at any one time, compared to fewer than 500 before. This much larger space will also prevent the immigration queue from spilling over into the corridor area that is connected to the arrival gates especially during peak periods.
With the larger space resulting from the relocation of the counters, we were also able to revamp the queueing system by implementing the snake queue system. The snake queue provides a more orderly experience as passengers queueing in a common line, as opposed to separate lines for each counter, 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 family with small children. There are also 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, Malaysia Airports hopes that the queuing time can be reduced even further.