“Not our problem “, “Can’t help you” are the words used we by Malaysian immigration staff at KLIA airport on the 27th of April morning between 9am to 9.45am.
Using their index finger & rudely pointing around disrespectfully at passengers and complete disregard to ANY situation nor any empathy whatsoever.

We were travelling with my mother who had to use the wheelchair access, so there were 4 of us travelling. 2 adults 2 kids.
My mum is a Malaysian and we hold foreign passports. However, seeing that we were travelling together AS A FAMILY, we queued up at the priority lane only to be ‘chased’ away (finger pointing) to the foreign passport line. Even though we said to this staff that we were travelling together, she refused to scan our passports claiming that the counter was only for Business class/ wheelchair access. I get it right, it isn’t for everyone, HOWEVER, if you are travelling together as a family, use SOME DISCRETION and have some decency to treat passengers with kindness and compassion. It simply made no difference to this Malay immigration officer to scan our passports but she simply refused us, using her miserable authority.
Have some perspective Malaysian immigration staff!!!

So, my 2 children and 1 headed back to the foreign passport queue which ofcourse took forever as it was the longest queue, because they were short of staff?! Now is that the passengers problem? You know it’s a busy period, ensure you have enough staff working.

We had passed our boarding time and were still in the queue. In the meantime, my mother was taken super fast on her on in the wheelchair and was at the boarding room and passengers were boarding the plane.

I left my kids in the queue to speak to another immigration officer (an Indian male) who was managing the priority line for young kids /older passengers and asked (very politely) if my kids and I could quickly move to the priority line as we really needed to board. The sky train was also under maintenance, so I knew more time was required to get to the boarding room, which we didn’t really have.

The response I received was,
“It’s not my problem.”
I politely explained that we had been queuing up initially with our mother but was moved back to the long foreign passport line. He simply said, “Yeah you CANNOT go through , it’s only for wheelchair accessibility passengers.

To both these staff members, I simply said to them, ”Thank you for your customer service, it’s amazing”.

The 2nd Indian male staff, began raising his voice as I walked back to the queue, rambling and literally saying, “Don’t visit Malaysia bla bla bla, go back to where you come from” which I chose to ignore completely.
To know that this is type of behaviour is displayed by the immigration staff at KLIA is shameful. Who does he think he is, simply some clerical person in a uniform throwing around his authority. In future, I will note down names and name and shame them on all social media platforms.

The attitude they show is that it’s the passengers problem NOT theirs if we are late. They take 0 consideration for extenuating circumstances nor work together with the airlines should some passengers be stuck at security and help get them through.

My mother on the other hand refused entry into the plane until I and my kids were with her!!! How can you separate families???!!! Even the MAS staff were shocked that we had been separated from my mother.

Let me very clear to ALL KLIA Immigration Staff, at ANY OTHER INTERNATIONAL airport, staff members are helpful and will even call out passengers from the queue, especially those that need to board or are very close to the boarding gate closing, especially if the queues are very long. They are polite, kind and respectful to passengers.

It doesn’t matter if KLIA airport facilities are top notch, or spacious etc. or state of the art.

If YOUR DESPICABLE behaviour remains like this, it will make no difference and you will NEVER BECOME a no. 1 international airport.

To the Malaysian Immigration department, train your staff appropriately to be courteous and helpful. A smile or a hello won’t hurt them either? When you enter or leave Malaysia it is your staff we see and the faces we hv to put up with is disgusting.
What happened to Budi Bahasa??? 0 = Kosong??!!!! Most airports have signs not to abuse staff, but at KLIA it’s the opposite, you are abused BY THE KLIA staff.

Teach them to use their discretion (depending on scenarios when it comes to passengers flying).
Above all, respect goes both ways.