My maid, my tourist...

I didn't sleep well yesterday as I need to send my maid back to Indonesia, by air. Her flight was scheduled at 7am, and  fully aware of Air Asia's requirement that passengers must be present at the LCCT at least 2 hours ahead of boarding time, I need to arrive here early in the morning.

LCCT

I don't  really like the Low Cost Carrier Terminal (LCCT) which is the airport base for Malaysia's low cost carrier, Air Asia. It is not that the airport is bad or anything, but I have few bad experiences there. So, every time I go to this airport, unpleasant memories just come to mind.

Today, I need to go there to send my maid to Jogjakarta, her hometown for a vacation. I was fully aware that I must be there latest at 0500, thus we went out from my house at 0400 hours. I didn't really sleep yesterday, as I fear I might get overslept. Exactly 0320, I woke up and took my shower.

We arrived at 0455 hour and I had to park my mom's car quite a distance from the departure hall. I treat her as my tourist and helped her starting from showing her the boarding screen until saying bye bye at the departure hallway.

There was no problem at all and not so many people going to Jogjakarta have arrived yet, at the LCCT [or were they already checked in and went to the departure hallway already :) ] After finished checking her in with her 11kg cargo luggage, I proceeded accompanying her to the departure hallway. 

NO COMPLAINTS

I treated her EXACTLY as my tourist and showed her every important matter, relevant to travelling via Air Asia. The difference? The process was smooth and I do not need to hear even a single complaint. 

The last time when I had to do 'transfer out' for my tourist, I was the centre of their complaints. Although I did some mistakes in the group check-in, but the real problem wasn't really about the chaos and trouble during the crowded group check-in.

It was due to their hectic itinerary.

At first, I was tasked to take them from LCCT for transfer in. They were from Singapore for 2 days and had already had their tour of Malaysia prior to their tour in Singapore. So, this time around, it was more like a transit transfer so they can go back to their country tomorrow, also from LCCT, using Air Asia. The difference, their aircraft is no longer AK, but D7. It's Air Asia X,  using a bigger and a long distance aircraft.

YOU DECIDE!!

Their flight from Singapore was scheduled at approximately 2120 hours but I didn't see them only until about 2220 hours! I was myself tired, having to wait at the arrival hall for already an hour. I was told the runaway from the aircraft (international flights) to the terminal was quite a distance and that probably explained why they were all late. But I didn't expect to wait for an hour!

They were all in a bad mood, probably due to long distance walking from the aircraft to the LCCT terminal. I was shocked to see they bought SOOO many things in Singapore. 6 huge flat screen plasma TV!! Come on...

Another long walk..

They need to walk again from the arrival hall to the tourist bus, that is also quite far. This was because tour bus cannot stop and take passengers exactly at the arrival hall. So, they probably were mumbling because having to take a long walk, again. With those things they bought from Singapore, the bus must be really full.

The luggage compartment in the tour bus had been fully utilized and it was sooo full. So, there was no room for the 6 Plasma TV except on board the bus. Even if the compartment wasn't full, they would not put their precious TV's there. So, all had been stuffed inside the bus and the bus became really full.

I had to sit at the tourist guide seat as the front ones had already been seated.  

After welcoming them back to Malaysia and introducing myself and the coach captain (a.k.a driver), I proceeded by informing them about their itinerary for that night and tomorrow. Look at this itinerary and tell me were they justified to feel angry and dissapointed...?

Mr. XXX group (close to 30 pax)

2120    ETA  SIN-KUL (LCCT) # ETA: estimated time of arrival

* They arrive at the terminal @ about 2215 and we started moving from  LCCT around 2245!!

2240   Take luggage at Grand Dorsett, Subang Jaya

* We reached there late because we started moving late from LCCT. Only at 2330 hour, we arrived @ the hotel. They can't stay there, coz the hotel was full. So, only taking the heavy luggage in the hotel's strong room and get back aboard the bus.

2310  ETA  Arrived at Dorsett Regency, Jalan Imbi, KL

* We arrived at around 0015 and I was at the peak of 'hecticness', there at the hotel lobby. The tourists were mumbling, complaining, talking loudly and requested many things, ALL at the same time!! I cannot even give them proper check-in key room and dinner box. All were tired and angry, and I was their target!

0630  Arrived at LCCT for flight at 0940 hours

I told them, as we shall move from KL, instead of Subang, the journey back to LCCT might take around one hour. If they were from Subang, the time needed to reach LCCT is shorter as Subang is nearer to LCCT than Jalan Imbi. 

Their schedule back home was at 0940 hours and I told them that we need to be there at least 3 hours before departure time. Thus, 0640 was the latest time, we must arrive at LCCT.

"Mr. Hafiz, we do not pay this much to face these kind of difficulties and inconveniences! We deserve a compensation! You know, we are really tired and you do this to us!  Whose responsible with this absurd and burdensome itinerary?!!" 

I had to bear with these kind of complaints, on my way to Jalan Imbi. Arghh, just imagine the whole bus yelling at you, what an experience!! I hate this, I hate being yelled at when it wasn't even my fault!

MORNING BLUES

They probably went to sleep at around 0100 hours, or didn't sleep at all as they need to wake up at around 0430 to 0500. I told them in a stressed tone that WE NEED TO ASSEMBLE AT THE LOBBY AT 0530, SHARP!!. Most of them complied though, and I am glad. Then another complaint.

" Mr. Hafiz, I want hot, served breakfast!!"

Come on brother, there is no time to have breakfast served when you have to depart from the hotel at 0530 !! I apologized and brought them packaged breakfast (from the hotel) and informed them NOT TO EAT in the bus, as the bus will be used for another tour. Again, they complied. Alhamdulillah...

When we are about to reach LCCT, I apologized to them and I used these statements.

"On behalf of the local travel agent and the Ministry of Tourism, Malaysia I sincerely apologize to all of you for the conveniences that you have gone through. I'll talk with the one linked to the local agent and will highlight your problems. Again, I am deeply sorry and hope we will meet again in the future, here, in Malaysia"  

 

After finishing my parting remarks, a lady who complained yesterday apologized to me for yelling and make noise. She said thank you and immediately I felt relief and appreciated.  I hurried down the bus as we reached  LCCT and quickly help them with their luggage.

I WAS A HAPPY MAN. After all the trouble, it has finally ended. On top of that, I received  TIPS from the grateful tourists, happy with my services. A man said, while handing me a postal envelope from their country;

"Please take this Mr. Hafiz. We like you and please take this. Thank you so much for your help"

I was happy but still cannot forget both the bitter experience and sweet ones at the LCCT!! 

RM Hafiz

15 December 2010