Pleasant surprise at Immigration Dept

  • Letters
  • Tuesday, 26 Aug 2003

I AM a businessman and I regularly fly abroad. I had a flight scheduled at 4.30pm on Aug 4 to Jakarta and at the check-in counter at the airport at about 3pm, I was informed my passport had less than six months' validity. 

Realising the mistake and hoping that I could fly the next day in time for my scheduled business meetings I rushed to the Kuala Lumpur Immigration at Damansara, reaching there at about 4pm hoping for a miracle. 

Deep down, I thought that was expecting too much especially from a governmental organisation. 

I reached the Immigration at 3.55pm and explained my situation to one of the staff there. I was then asked to see the director. 

The director left whatever she was doing (she had a couple of visitors) and attended to my case and tried to see whether she could get it done there and then. 

This was more than I had expected. She told me she would give me a new passport by 9am the next morning.  

I filled up the forms within the next 10 minutes and submitted them to the officer at the counter and the process was completed within another five minutes.  

This was really a delightful surprise! I never expected this to happen. 

In fact, my travel agent subsequently told me it would take them more time to re-issue the tickets and wanted another day to do this. 

I told them off saying they should be ashamed that a government agency works much faster and with more sensitivity to its clients. 

I want to take this opportunity to thank Puan Asmanah, the director, and her staff for going the extra mile to help me. Congratulations to the Immigration Department for this excellent customer service. 



Kuala Lumpur. 

(via e-mail)  


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