THE Penang International Airport (PIA) is undergoing a major overhaul with the installation of a new automated immigration clearance system alongside upgrades to the e-hailing waiting area to improve passenger convenience and efficiency.
State Tourism and Creative Economy Committee chairman Wong Hon Wai said the airport has begun rolling out the National Immigration Integrated System (NIISe) with the installation of automated gates at the departure hall.
He said five new autogates have been installed at the departure hall and are currently undergoing testing.
“The system is now operational for Malaysian travellers at the departure hall, while testing for international travellers is still ongoing,” he said after inspecting the installation at the airport.
Wong said the new system is capable of processing a passenger in about six seconds, significantly speeding up immigration clearance.
“This is a fast and seamless process that will improve passenger experience and operational efficiency at the airport,” he said.
He added that the system involves a high-level security component and must undergo thorough testing before full implementation.
“The close cooperation between the contractor, the Immigration Department and airport management is required to ensure the system is stable and secure,” he said.
Wong said installation works are also ongoing at the arrival hall, where six autogates are being set up.
“The arrival hall autogates are expected to be rolled out in time for Chinese New Year next month, subject to successful testing and operational planning,” he said.
He acknowledged recent public feedback regarding long queues involving Malaysian passengers at the international arrival hall.
“This is a temporary situation due to the transition from the old autogate system to the new NIISe system. During this period, Malaysians are required to use manual counters together with foreign travellers,” he explained.
Wong said once the system is fully operational, Malaysians will again have access to automated clearance, easing congestion at immigration counters.
He added that Penang International Airport will be the second airport after Kuala Lumpur International Airport to fully implement the NIISe system.
“The system allows clearance either through passport scanning or via the MyNIISe mobile application using a QR code and biometric verification,” he said.
Wong said manual immigration counters would continue to operate.
Separately, Wong said the e-hailing waiting area at the airport has been upgraded, with more enhancements planned moving into 2026.
He said discussions on upgrading the e-hailing zone began in November last year with Grab Malaysia and relevant stakeholders to bring the facility closer to international airport standards.
“More than 2,000 e-hailing vehicles pass through this area daily, highlighting the importance of having a more structured and efficient system,” he said.
Wong said the upgraded e-hailing zone near Gates 4 and 5 now features service helpers, passenger assistance services, air-conditioned waiting areas and a clearer queue management system.
“Passengers can now see which vehicle is arriving through the system, making the process smoother and more orderly,” he said.
He added that three waiting areas have been designated for passengers.
“These provide more proper waiting spaces for passengers, although improvements will continue due to space constraints at the airport,” he said.
Wong said the main waiting area can accommodate between 40 and 50 passengers at one time, with a maximum capacity of about 80.
He stressed that the e-hailing facility is open to all operators and is not exclusive to any single platform.
“Grab is currently the leading platform and has taken the initiative to provide this service, but other e-hailing operators can also use the same system,” he said.
Wong said both the automated gate installation and e-hailing upgrades are part of ongoing efforts to enhance passenger experience at Penang International Airport.
Also present were Penang Global Tourism (PGT) chief executive officer Ooi Chok Yan, and Penang International Airport senior manager Mohd Nadzim Hashim.
Story by Edmund Lee
Pix by Law Suun Ting