MAHB: Unhappy passengers can lodge complaints

PETALING JAYA: Passengers using local airports have been advised to lodge a complaint with Malaysia Airports Holdings Berhad (MAHB) if they are dissatisfied or unhappy over the level of security there.

MAHB security official DSP Abdul Halim Othman said they can always write in to CARE@malaysiaairports.com if they feel dissatisfied.

"We already have a system in place to get feedback from all those using the services of Malaysia Airports," he said.

He was responding to an incident where a passenger on a domestic flight out of the Langkawi International Airport expressed his dismay to theSun over another passenger whom he claimed did not undergo a proper security check.

"The passenger was pushing a twin stroller but it was too big to pass through the security gate. A security personnel removed the barrier and allowed the stroller and the babies inside to go through. The mother went through the routine security check," he said.

According to the man who witnessed the incident, the security officials could have asked the parents to carry the babies while the stroller was folded up for the security checks.

He added that he was appalled by such a lack of security, especially in view of the recent terror attacks in Europe.

In response to the complaint, Abdul Halim said based on footage from the Close Circuit Television Camera at the airport, the security personnel had complied with all the necessary procedures.

"It was an Arab couple with a twin stroller, so as not to cause discomfort to the sleeping babies, the security officers decided to carry out a manual check," he said, adding that all security personnel carried out their duties diligently.

He said security personnel have a discretion to conduct a manual check where appropriate and the passenger concerned does not have to go through the metal detectors.

However, according to observers, the reasoning of not wanting to cause discomfort to the sleeping babies was unacceptable, and if this is standard operating procedures, they can easily be abused by terrorists in future to bypass security checks.

"The stroller should have been folded and passed through the x-ray scanner. Considering the increasing threats posed by terrorists, manual checks will no longer suffice."