Penang Airport faces backlash over long immigration queues

Passengers arriving at Penang International Airport encountered significant delays on December 2, 2023.

The Sin Chew Daily reported that the lengthy queues and frustrated travellers waited for to four hours to clear immigration.

Penang Airport: Chaos amidst limited operations

Complaints from disgruntled passengers revealed that only five out of the 12 immigration counters were operational on December 2.

The lack of airport staff to guide passengers exacerbated the situation, leading to queues extending to the second level of the airport.

This disorganisation had been reported earlier in mid-November, reaching its peak on December 2.

Penang Tourism and Creative Economy Committee chairman Wong Hon Wai confirmed that nine international flights were affected during this time.

A frustrated passenger took to Facebook to share a similar issue on November 12, stating that only four immigration counters were open out of 12.

Various factors contributing to delays

The sudden surge in tourist arrivals, marked by a 138% increase year-on-year based on PEN airport statistics, was identified as a one of the cause for the chaos.

On December 2, five out of 12 counters were open between 11.40 am and 2.30 pm, affecting arrivals from Singapore, Jakarta, Taipei, and eight outbound flights.

Some passengers attributed the delays to the introduction of the Malaysia Digital Arrival Card on December 1, applicable to most foreign travellers.

Penang Chief Minister Chow Kon Yeow acknowledged that unless measures were taken to address the rising number of international visitors, long waits could persist.

The Penang International Airport managed to regain control the following day, but the incident raised concerns about the airport’s preparedness for the expected influx of international visitors.

The recent announcement of visa-free entry for tourists from countries like China and India adds to the urgency of addressing operational challenges.

Passengers advised arriving early to avoid missing flights, highlighting the limited customs staff available for clearance.