KOTA KINABALU: Malaysia Airports Holdings Berhad (MAHB) should improve e-hailing accessibility at the Kota Kinabalu International Airport (KKIA), urged the National Consumer Foundation.
Its Sabah chairman David Chan said they received numerous complaints from both local and international passengers regarding the inconvenience of accessing e-hailing services.
At present, passengers arriving at the international terminal are required to walk approximately 500 metres to the designated pick-up point located at the Domestic Arrival Hall, he said.
"This situation presents significant challenges, especially for vulnerable groups such as senior tourists, families with young children and passengers carrying heavy luggage," Chan said.
He claimed this has also led to unnecessary misunderstandings, with complaints being directed at e-hailing drivers despite the issue stemming from current infrastructure and logistical arrangements.
"In light of these concerns, we call on the MAHB to consider allowing e-hailing pick-ups for international passengers at Pillar 4 of the International Arrival Hall, while maintaining Pillar 5 at the Domestic Arrival Hall for domestic passengers," he said.
Chan said this practical separation would significantly reduce walking distances, enhance passenger convenience and help minimise congestion within airport premises.
He said with Visit Malaysia 2026 on the horizon, it was vital that services and products catering to this campaign are up to par.
He said tourism remained a key pillar of the national economy and it is therefore crucial that airport services reflect the highest standards of efficiency and hospitality expected by international visitors.
"We firmly believe that improving the first point of entry into the country will greatly enhance Malaysia’s image as a welcoming, well-organised and tourist-friendly destination," said Chan.
He said they were ready to engage with MAHB and relevant stakeholders to further discuss practical and sustainable solutions in the best interest of consumers and national tourism development.
"Consumer convenience must be prioritised, as it reflects our nation’s readiness to welcome the world," he stressed.
The separation of pick up and drop off points for e-hailing and taxis came due to several factors including dissatisfaction from the taxi industry several years ago.
Many taxi drivers were not getting customers and companies were facing losses due to customers’ switch to e-hailing services that were relatively cheaper.
The separation of pick-up points at airports was to offer win-win solutions for both sides without compromising on standards and livelihood of one another.
