I am writing to provide feedback on my recent experience flying to KLIA via Singapore Airlines.
While I generally appreciate the quality of service on Singapore Airlines flights, was disappointed with the airport experience at KLIA, especially considering this was not a budget flight.
Upon arrival, after disembarking from the plane, we were directed by a staff member, who was shouting, to proceed to Cxx for a transfer to the arrival hall by bus.
Was thinking that perhaps our flight was scheduled to park in a “further” lot due to multiple flights arriving around the same time,which requires us to do a short transit.
Personally, I wasn’t expecting to go through the hassle of having to transit from the plane to the arrival hall, taking into consideration that this was a direct flight.
Anyway, still went with the flow and follow those in front since we are told to....
This information could easily be missed if people are talking or focused on finding the nearest toilet.
Although the airport was large and packed with lots of shops and eateries, there are areas that could be improved to facilitate smoother transit for arriving/departure passengers.
Would suggest the following improvements:
Rather than having a staff member shouting/giving instructions, can consider placing clear, large signage on both sides of the walkway as passengers disembark.
Provide more readily available information upon flight arrival / departure.
Consider adjusting the volume of the announcement speaker with loud and clear information in English, Chinese, and Malay.
Clear directional signs and information would make a big difference for first-time visitors like myself and would save a lot of time especially when there are so many incoming/outgoing flights day to day.....
The signage for the bus transfer was unclear, and it took approximately 4-5 minutes to find the waiting point to queue for the feeder bus to the arrival hall.
Upon arriving at the arrival hall, it was another 2-minute walk to reach immigration. The area was extremely crowded, with queues of 2-3 lines in a row, resulting in an hour-long wait to clear immigration.
The process was very disorganized and messy, with no one managing the human traffic, possibly due to a shortage of manpower.
Although the officers were friendly and efficient in clearing the queue,
it would be beneficial to have crowd control/security to guide and manage the flow of passengers.
Locating the correct baggage belt after clearing immigration was another challenge. The area was crowded, and there were only three to four luggage belts, requiring passengers to walk near the belt to check the monitor screen.
This was frustrating, especially with different groups of people surrounding the area, some looking for directions, some waiting for friends, and others searching for the right belt.
We eventually found our luggage placed not far away from the luggage belt area near the exit, with a sign displaying the SQ Airlines logo on the floor.
Many unclaimed bags from our flight were present, as most passengers were still stuck in immigration.
The entire process, from disembarking the plane to retrieving our luggage outside the baggage claim area, was challenging.
I thought we were only required to transit to the arrival hall as a one-time occurrence. However, on our return flight, we were once again required to take a short bus to the departure hall.
Furthermore, there were no water dispensers available after passing through the inspection gate, which was inconvenient.
As a tourist, the airport gives the first impression for passengers, and its organization is crucial.
I hope this feedback will be taken into consideration for future...
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