Lessons to learn from chaos at KLIA

I HAD the misfortune of being caught up in the chaos caused by the technical glitch to the KLIA Total Airport Management System last Thursday.

I have read some positive feedback on the way staff of Malaysia Airports Holdings Berhad (MAHB) handled the situation and kudos to them. However, my experience was a bit different. I found out about the problem at KLIA by chance through a report in The Star online. There was no notice from my airline and I also couldn’t check via KLIA’s website because it was down. My travelling companions and I arrived at the airport about four hours before our flight to Perth and saw a long queue ahead of us. It was chaotic as no clear instructions were given on where travellers should be queuing.