SEPANG: As the volcanic ash from the Anak Krakatau eruptions disrupts air travel between Malaysia and Indonesia, the Kuala Lumpur International Airport (KLIA) ensures that thousands of affected passengers continue to receive attention, comfort, and assistance through the "Malaysian Hospitality" approach.
KLIA senior general manager for passenger experience and operations Abd Hasman Abd Muhimin said that the disruption affected 6,279 passengers involving 59 departing flights at Terminal 1 and Terminal 2 since Sunday (Sept 6), but at this moment only 59 passengers remain at KLIA.
He said that most of the passengers had been assisted in finding accommodation in Kuala Lumpur and the Klang Valley or continuing their journey to other destinations in Indonesia such as Surabaya and Aceh before resuming their journey to Jakarta by land.
"We continue to provide assistance to passengers so that they can be at KLIA comfortably and also receive attention from the airline companies," he said to Bernama and TV3 after inspecting the passenger situation in the special waiting area at KLIA Terminal 1 here on Monday (Sept 7).
Abd Hasman said that as soon as they received notification regarding the closure of Jakarta's airspace, KLIA activated the Airport Crisis Management Team (ACMT), which brought together Malaysia Airports, airlines, ground handlers, and relevant authorities to coordinate the management of affected passengers.
He said 11 locations have also been provided in the satellite building, Contact Piers, and terminal to allow passengers to gather while waiting for flight updates, in addition to receiving drinks and light refreshments.
For passengers who require accommodation outside the airport, he said, a special route has also been provided in collaboration with the Malaysian Immigration Department and the Malaysian Border Control and Protection Agency to facilitate their travel to the hotels designated by the airline.
Abd Hasman said that the assistance provided is not limited to flight matters alone, but KLIA staff also monitor the condition of passengers, inquire about their needs, and help arrange accommodation if necessary.
"We also provide psychological support from time to time; we check on them, we ask about their condition, and we also ask if they need a hotel," he said, adding that families with small children are also given attention.
Abd Hasman said that if the flight disruptions persist, KLIA has existing procedures to continue assisting passengers so that they do not feel stressed while waiting, including providing temporary spaces equipped with basic facilities.
The approach received praise from passengers who had to wait a long time at KLIA for updates on their flights.
For Keiza Bella, 20, an Indonesian national who joined a study tour group to Singapore and Malaysia, the service provided by KLIA staff helped reduce her stress after her flight to Jakarta was cancelled for the second time.
"Good! They provide information in case of cancellations and so on," she said, adding that the situation did not cause her too much stress even though she had been waiting for several days to continue her journey.
Meanwhile, another Indonesian passenger in her 50s, Fintje Jovita Wondal, who was on vacation with her family, said she understood that the flight cancellation was due to a natural disaster and not the airline's fault.
"Until now, the guidance here has been quite good. Thank you for all the service," she said.
The flight disruptions are due to the ash from the Anak Krakatau volcano, which has affected flight operations between Malaysia and Indonesia, with the closure of Jakarta's airspace currently reported to be in effect until 7pm Monday.
Passengers with flights on Monday and Tuesday are advised to contact their respective airlines at KLIA Terminal 1 and Terminal 2.- Bernama
