I imagine myself to be a first time European tourist to Malaysia arriving at the KLIA coming from Singapore.
1. I walk out of the plane and notice that the aero passage bridge is dirty and worn out despite knowing that the KLIA is a fairly new airport having won airport awards year after year (I wonder from which publication) but as I approach the gate exit, I am impressed to see the modern steel and glass structure around me – the sign on a modern country.
2. I continue walking to see all the duty free shops bustling with customers and in this satellite terminal C, it almost feels like an unorganized shopping mall with make do stalls set up just for the sake of it and f&b outlets that are all over the place from proper outlets to floor type cafes. The chaos seems bearable but I wonder how a modern design airport can fail in this area of shop layout design and proper flow of commercial activities. I see a shop selling local sweets right in front of Hermes!
3. I feel like going to the toilet so I look around for the toilet sign and found one. I quickly head on to the modern airport toilet and as I enter, I see a Bangladeshi worker holding a mop and talking loudly on a handphone (probably to his co-worker girlfriend) and the stench is unbearable (both the toilet and the Bangladeshi) and much to my disappointment, I had to queue to pee. As I see before me, various people of different ethnic nationalities all pee in various styles and ways and all but the same, leaving stains all over the place hence the stench. I tried not to breath for a few minutes as I stand on the firing line hoping not to cause a stain like the predecessors before me! I don’t remember such an experience when I peed at the Changi airport just 2 hours ago. And there wasn’t even a cleaner in their toilets. Why is this so?
4. I proceed to the aero train to get to the main terminal and as usual there is a rush to get inside the train. There is plenty of space for everyone but humans being humans we rush! The train ride was short and sweet and as I got off to head to immigration, I notice that there are so many visitors waiting to pass through but only a few counters are open. Is it the “post lunch pre tea break” break I wonder? The KLIA is one airport where everyone and everything ends up at the same place so agitation can be a problem.
5. As I approach the baggage carousel, I wonder why my bags are still not out! I had gone to pee, took a train ride, queued at immigration and all in a good 30 minutes perhaps and my bags are still not out? Aren’t there supposed to be rules that when you design modern airports you must also provide modern service, modern hygiene and modern efficiency? What kind of ancient baggage handling system does this modern airport have?
6. Finally the bags are out and I stroll pass the green lane (actually I have lots to declare but this Ipoh guy sitting next to me on the plane told me don’t bother to declare because the customs are not bothered) and true enough there were 3-4 of them all clad in uniforms chatting and flirting with one another while we just pass through.
7. I see this Limo counter sticking out like a sore thumb at the narrow exit point and has somewhat caused a little jam because everyone is with their bags and trolleys. Limo they say? Do they know the meaning of Limousine? Taxi is more like it. But this is not the point. There is a queue and only one counter open but I see 3 other ladies behind the counter chatting away and exchanging costume jewelry and Tupperware. When a few customers showed their anger, then only one lady quickly opened another counter but with much disgust nevertheless. I notice that despite the modern airport facade, this counter had ink jet print outs pasted on by cellophane tape for info on services etc. Some fake flowers were also eminent in view and the whole counter just looked like a misfit in the overall modern airport (I later found out that the limo concession was given to a political crony who perhaps had various shortcomings)
8. I then walk out and see many drivers holding name cards calling out names of passengers. Some were shouting and screaming and again this does not fit in the modern 21st century airport. As I try to find the exit pushing my trolley, I had to say no to at least 8 offers from illegal taxi operators (more often than not they look like thugs and I wonder who would actually dare to risk their lives to go on their illegal taxi). Why are these people allowed to solicit here? It gives a really bad impression to tourist arrivals in that there isn’t a proper system at the airport. I don’t remember Singapore’s Changi airport being like this at all. Is it so difficult for the airport authorities to wipe these people out? Apparently this is a problem since day one of KLIA!
9. As I stand outside the arrival hall exit, I notice how dark the place is despite it being 4pm in the afternoon. I see many lights are not working and the design of the roof is such that no natural sunlight can come through. I have heard of snatch thefts and even bigger robberies taking place here and with such a chaos situation outside plus the darkness, one would not be surprised. The taxi queue is a make shift queue and the taxis are as confused as we are. It was just one big mess and with the humidity instantly taking over, one cannot help but to feel agitated. It was dark, hot and chaotic. Why build such a beautiful modern airport and yet have all this nonsense taking place? I guess top government officials and ministers must be taking a different exit for them not to realize these things. I would ask Prime Minister Najib to go through exactly the path I took and experience it for himself.
10. I get into the taxi and find that the driver has his window down with one hand outside holding a cigarette. The taxi smelled of cigarette smoke and it was unbearable. Luckily the taxis are fairly new because just a few years ago, the older taxis were 20 year old cars that were safety hazards with constant breakdowns, loose seats, handles falling out and ceiling carpets being stapled. So this new taxis were quite refreshing (dirty but refreshing).
Why can’t we learn to do things right and have the will power to enforce it, maintain it and make it worthy of the name “Malaysia” that the world is talking about. These first impressions count…
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i go to the local eating places and no one is local. i go the the markets and none of the salespeople are locals. i visit the homes and none of the maids are locals.
what are we doing?????
I think Shaik Rizal has hit the nail right on spot ! After years of travels, the scenario has not changed and the writer has an arcane vision for the minute details – details that actually makes a hell of a difference if you are a tourist. Keep up the good work, Shaik!
reality bites and if we don’t do something about this form over substance disease we profusely suffer from then Malaysia will never be progressive
Dear Shaik
First time I’m visiting due to your link being tagged in Malaysiakini. Agree with Mansor you have an incredicle eye for minute details – the ones that irritates us. I feel exactly what you are ventilating; why is it that Changi is working with clockwork precision, toilets are absolutely clean and dry – no stench of urine at all! and the queuing whether for immigration, customs or taxi are seamless. We see government officers at immigration and customs paying attention to their jobs – they may not be friendly but definitely professioanal and polite., and those at the limo counter, etc focused on the customers, keen to make a sale. Why are our Malaysian counterparts so focused on their own personal conversations during their on duty hours???
But Malaysia is where your dreams come true.
You can park on a yellow line without getting fined, jaywalk with no worries, stop your car on the yellow box without a care, throw garbage out of the window (house/car) freely, set up a bahkut teh shop or nasi lemak shop without a licence just about anywhere you like (no typhoid/cholera vaccination required), ride your motorbike on the highway instead of the bike lanes coolly, you can confidently break every road rule because there’s always a friendly enforcer willing to get the summons reduced for you (for a small fee, of course), you can flip open a table to sell your nasi lemak bungkus at any (and ever street corner), you can sell newspapers again at every (and any) street corner, you can entertain your customer on the sidewalk with table and chairs, regardless of how inconvenient it is for other pedestrians.
Hey, these are things that people in civilised countries can only dream about…so why exactly are we rushing headlong into Wawasan 2020?
You tell me!!!
First impression is the last impression. Keep up the good work.
now that i am living in america, and probably for a very long time, i have to say….our govt and the laws & regulations in malaysia (not to mention that we can even negotiate with the authorities like saman etc etc), IS SO MUCH BETTER THAN UNITED STATES OF AMERICA! everything is a rip off here and no compromise at all!…masa student dulu lain tapi when u work or live here, its totally a diff story….there are many things lacking and has room for improvements in malaysia tapi its a country anytime better than america, a place so called land of opportunities and konon nya very much civilized!
pretty bleak view of the KLIA, although I agree with shaik. the problem is we readily accept substandard service as the norm. the change has to begin somewhere and it begins with ourselves…
What’s wrong with having a local sweets’ outlet in front of Hermes? This is strategic positioning if you ask me! The foreign tourists are not here to shop at Hermes on arrival – except perhaps the Middle Eastern or Japanese big spenders who find the price of international fashion brands cheaper here than in their own countries!
What’s all this about the excellence of Singapore’s Changi? OK, OK it is efficient and orderly as most things in Singapore are. YES, YES rave about Changi’s toilets which I must admit are regularly “swiped”! There’s no excuse for dirty, wet toilets but then Singaporeans and most other international travellers are less water-borne than the Malaysians/ Malays to whom body cleansing means washing with water not wiping with toilet paper!
The thing is Rizal to invent a toilet that has a bidet function too! And to invent floor tiles that absorb water drippings/droppings immediately. And in-built floor mechanisms that sanitise and perfumise as well! Then we don’t need the foreign moppers and sweepers!
AGREE, AGREE airport officials and attendants should not be chatting among themselves but should be focusing on their clients – the travellers. So a good morning! or good day! or selamat datang! or even hello! accompanied with a smile is what first-time arrivals need to hear and see to feel Malaysia is truly Asia!
After all Malaysias are known for our warm hospitality and this should be the clarion call of the Ministry of Tourism – not those gaudy cultural shows and costumes!
I’ve travelled extensively too and I think KLIA is not as bad as you say Rizal- but of course every service needs to be upgraded from time to time especially the counter ones!
Rizal, I must agree with you completely with the following:-
1. The dirty arrow-bridges which is due to poor maintenance.
2. The mushrooming of new outlets in passageways where it becomes so messed up and we dont even know where the gates are. There is practically no room to walk and you cant even see the signages to the Gates and other facilities. Every space that is supposed to be a free walking space that allows more visibility is totally taken up as MAHB has to make money from every square feet of available space at the expense of making the place choatic and unorganized. It’s like Chowkit now!
3. I agree to a certain extend on the toilets but out of the huge number of toilets in and around KLIA, I think at least more than 50% are quite reasonablly clean…
4. The delays in baggage is on going since day one of KLIA operations and no one seems to complain as it is taken as a NORM. Setting standards are important and in this respect MAHB needs to re-invent the wheel….
4. As for the Illegal taxi touts, this is a Cancer, can never be eradicated no matter what is done or who does it – even the PM can give an order – but all will be “hangat-hangat taik ayam” only at the end of the day. This matter has been in the limelight more than 20 times before this.
5. I travel a fair bit, but my only frustration is, the once elegantly built walkways and space has been reduced to almost 20% to what it was before making it like a street in Chowkit where you are in a maze and you cant even find the gates if you are in a hurry to catch the flight – this is my personal experience.
6. I have a simple solution to all these – MAHB the guardian of the Airport, need to have people who are more ‘caring’ and sincere by making sure every area of common complaints is taken care of sincerely and with care, rather than those who wear their special blazers with the MAHB insignia and behave like little napoleans and not even bothered to say hello to visitors… you see many of them! I entirely blame MAHB as they are the guardian and they have the power to enforce. MAHB is in charge of the ‘gateway’ to Malaysia – they have to take full responsibility for all the issues you have brought to light….
7. As long as people entrusted to do the job of enforcing the standard operating procedures are “careless” and not the least bothered, I wonder if those who have been given the contract to run the facilities will reciprocate….
MAHB – GET CRACKING!!
5.
Just wait till one arrives at Puduraya bus station….here first impression stinks!
Sometimes the ‘truth’ hurts…and at times people are in a state of ‘denial’. In this ‘boleh land’..anything ‘boleh’ (can) happen. After the pomp and ceremonious beginnings and launchings…things are neglected or maintenance and sustainability are at their lowest ebb…
Thank you for sharing your thoughts…and perhaps we may be able to take the ‘negative’ aspects that you have seen and commented… and highlighted upon , and make them positive…
Do continue writing…I find your writing refreshing and frank, and seems sincere…
Welcome to Malaysia my cowboy friend….
Wow Shaik, you really have an eye for details. In my humble opinion, we all seem to be very critical when it comes to our own country. We do so because we CARE. To have an almost perfect airport like Changi is expected of Singapore, it’s illegal to even chew chewing gum there! So go figures…
Foreign workers do sometimes make the first impression about Malaysia a not-so-pleasant one. But what to do…we can’t seem to live without them these days.
Cheer Cowboy!
Hey there cowboy….
there’s some mixed views that I had after reading this entry of yours.. however truth may hurt (am tolly agreeing with Fouzia), it is Malaysia.. There’s a lot of improvement. I’m actually starting a campaign called “turn Malaysian’s third-world ethics into those of first-world ’s”. It was never publicize because my plan is to just educate one person a day.. and just hoping that it’ll be a snowball effect. How I’m doing it.. it’ll just be a spur of the moment thing.. but so far (I’m in my 56th day and I think I’ve educated more than 56 about what ethics’ all about) I found improvement in some of my students, even friends and neighbours!
I have studied and worked in two countries, USA and UK. Truth be told, no customer service in any parts of Malaysia can EVER be compared to those countries’. SO what I did when I met any non-standard compliance customer service here (toll booths, supermarket’s frontlines, hotels, etc) I would just politely tell them to not be involved in this industry if they’re not ready. Choose other profession!
So I guess now, most malaysians have to stop pin-pointing and change. Walk the talk.. it starts with our own self.
( I bet government agencies have spent thousands of RM for service quality improvement.. but the sikap ‘tak apa’ still prevail) ….SIGH..