TS,Friday, September 9 2011
“Frustrating for arrivals” (Letters, Sept 6) echoes the plight of not just the writer but also thousands of other travellers.
Can the various authorities based at our international airports show greater concern?
If so, more training is needed, starting from the top right down to the front liners. A training workbook on courtesy for the tourism industry has 350 posers. Below are just 4 of them.
On immigration: Were long queues forming because of too few counters opened or were all counters opened to cope with the sudden arrival of several flights?
On airport management: When you cannot find your bag, is it possible that someone could have collected it earlier and has already left the airport?
On airport taxis: Were you forced or told to buy premier taxis when you requested for budget?
On aerobridges: Upon disembarkation from the airplane, were you exposed to the weather such as under the hot sun or heavy rain, before entering the airport building?
Participants in training workshops learn the importance of courtesy at both the organisational and personal level.
Courtesy is not only nice to have; it is also the most effective tool to raise productivity and quality of life for our country by several notches.
YS Chan
Kuala Lumpur
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