Malaysia Airports Holdings Berhad (MAHB) restrictions on how to run check-ins and the design of Kuala Lumpur International Terminal 2 are to be blamed for AirAsia’s limited growth since it moved to KLIA2 back in 2014, said airline’s CEO Aireen Omar.
According to Omar, MAHB does not allow AirAsia to use its own automated check-in system, but rather their own and this has caused long queues at the airport where customers often have to wait for more than 25 minutes.
Ms Omar said:
Even now you see people queuing in long lines; it’s a real nightmare for anyone to check-in during the peak period because there are so many people. We don’t understand the delay to facilitate traffic. They (MAHB) forced us to use their check-in system, we refuse to use it but they made us.
Their check-in system is less superior than ours and we were able to automate from end to end (in LCCT). But they have a very basic system and for them to enhance it they charge us. This is something we are very, very frustrated with.
AirAsia Staff Has to Work in a “Ghost Town”, Says Omar
Even though AirAsia moved to KLIA2, its HQ is still in the old LCCT, which is currently under development to be redesigned and repurposed as a logistics and cargo hub.
According to Omar, AirAsia has to pay for its own maintenance and cleaning of the building and its staff has to walk a long distance from the carpark. On top of that, construction work is still going on in the building, making productive work pretty difficult to accomplish.
Omar said about all of this:
The building of our headquarters in LCCT2 was delayed because the DCA tower had to be moved. We are expecting to move in October. In the meantime, we are telling MAHB that they have to let us stay here. Because it’s wasn’t our fault that the whole thing got delayed. But unfortunately, the state of the building has been neglected. They have forgotten there is a tenant here.