THE Penang International Airport has been equipped with 35 self-service check-in kiosks to enhance passenger check-in efficiency, according to state executive councillor for Tourism and Creative Economy (Petace) Wong Hon Wai.
Of these kiosks, 15 are designated for AirAsia, while the remaining 20 are currently allocated for Scoot, Cathay Pacific, and Malaysia Airlines.
The airport management is also in discussions with additional airlines to expand the use of these self-service facilities.
“These 35 kiosks are strategically positioned throughout the airport to optimise passenger flow and prevent overcrowding. Moreover, these kiosks support nine languages, namely Simplified Chinese, Traditional Chinese, English, Malay, Thai, Indonesian, Japanese, Korean, and Vietnamese, ensuring that travellers worldwide are well accommodated,” Wong said.
He added that the airport has also introduced five Self-Service Bag Drop Counters to expedite baggage drop-off procedures and enhance the overall customer experience. Currently, these facilities are available exclusively for Malaysia Airlines passengers, though discussions are underway to extend this service to other airlines, benefiting a wider range of travellers.
Wong further revealed that Penang International Airport will soon implement the ‘MyBorderPass’ system and Auto Gate facilities for both locals and foreigners to streamline immigration and clearance processes.
“These systems are expected to be in place within the coming months. This initiative will significantly reduce congestion at immigration counters, improve clearance efficiency, and ensure that travellers no longer face prolonged queues during peak periods. Notably, visitors from 63 countries and regions will be eligible to use the Auto Gate system,” Wong explained.
Malaysian Association of Tour and Travel Agents (MATTA) Penang Chapter chairman Carolyn Leong Mei Ching welcomed the installation of additional self-service check-in kiosks, describing it as a “good move.”
“This will certainly help reduce queueing time, particularly for groups during festive seasons and holidays. Counters are usually congested with people during these peak periods.
“We look forward to the smooth execution of the ongoing airport expansion project. More facilities will enhance travellers’ experience,” said Leong, who is also the chief executive officer of Angel Tours.
She noted that throughout the expansion initiative, tourism industry stakeholders have been engaged by airport authorities multiple times over the past year to provide feedback and suggestions.
“Whenever we receive complaints from passengers, we strive to understand their concerns. Airport expansion takes years to complete, and while we can’t fix problems immediately, the state government, airport management, and our members are doing their best to address the issues,” Leong said.
Just before the Hari Raya break, Leong participated in a meeting with YB Wong, Air Itam assemblyman Joseph Ng Soon Siang, Penang Global Tourism chief executive officer Ooi Chok Yan, and Penang International Airport staff and management. Other tourism leaders present included Datuk Albert Tan Sam Soon, Life Honorary President of the Malaysian Chinese Tourism Association, and Ben Ho, vice-chairman of the Malaysia Association Hotels Penang Chapter.
Among those utilising the new self-service kiosks today was a Canadian couple, Clement Wong and Kitty Tsang, who found them very user-friendly.
“It’s very convenient and easy to use for check-in,” said Wong, who, along with his wife, was flying to Hong Kong via Cathay Pacific after visiting Penang for the first time.
“We love the food in Penang as well as in Ipoh. We find the people here friendly and we are impressed with the drivers for being very informative.”
“We love the food in Penang as well as in Ipoh. We find the people here friendly and are impressed by how informative the drivers are.”
Story by K.H. Ong
Pix by M. Daneswaran and courtesy of Petace