PETALING JAYA: The Malaysian Aviation Commission (Mavcom) says it received a letter from AirAsia Bhd in August in regard to the frequent long queues at the KLIA2 immigration counters.
In response to the letter, Mavcom said it was still awaiting a document from AirAsia in relation to the details of the congestion.
“AirAsia highlighted that it was 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 and requested for the details to be provided to the commission prior to the 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, ” Mavcom said in a statement.
It said that the commission then proceeded to meet with the director-general of the Immigration Department and the director of immigration of the KL International Airport (KLIA) to discuss the immigration queues.
“The commission is dedicated towards providing long-term solutions and the long-term development of the industry.
“The Airports Quality of Service (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, ” it added.
To date, Mavcom said it has 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, ” it said.
Mavcom said the commission would monitor the queuing time at all these areas within the Airports QoS Framework to ensure improved services by all relevant parties involved.
Last week, AirAsia CEO Tan Sri Tony Fernandes had expressed his disappointment over how Mavcom was handling the airline’s complaint over the immigration queues at KLIA2.
According to several news reports, Fernandes had said that AirAsia had written a letter to Mavcom over a month ago saying “please help us on this immigration issue”.
Mavcom’s response was “please give us evidence”, he added.
He suggested that Mavcom be present at the airport to assess the situation.
“We’ve posted lots of pictures on social media. Many consumers have done so as well. So, we had no help from Mavcom, ” Fernandes was quoted as saying.
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