✅ Trip Verified
| I used the Subang Skypark Terminal for the first time on 14th October 2018. An encounter with a rude staff member at the baggage screening area spoilt the experience for me. At about 9.30 am, I queued up to place my carry-on luggage into a tray for screening. Assuming that the contents of the tray (with my identification documents) would be visually inspected and the tray moved along the conveyor belt by a staff, as required in many airports around the world, I proceeded to walk through the metal detecting arch. I was stopped by a female officer in her 20s who in an aggressive voice, asked, “Mana IC? [Where is your (Malaysian) identification card?]”. I returned to my tray to get my identification card and then walked up to the same officer who said loudly, in the earshot of everyone at the screening area , “Siapa tolak beg u? [Who is pushing your bag?]". I was startled by the hostility and before I could make some sense of the situation, she yelled in a louder tone at me, “One by one!”. To provide context, I am a Malaysian national who has lived abroad for 16 years. It was my fourth day back in Malaysia after several years and I was not familiar, especially as a first-time user of the Subang airport, with the current local procedure or practice at the baggage screening area. Regardless of this, the officer’s aggression was uncalled for. I am writing this not to shame, but to stress and remind of the importance of a professional, polite and courteous service and conduct, especially for people-facing roles in airports. Security check work may be hard and stressful, but that does not excuse rude behaviour loaded with a baggage of anger, prejudice and presumptions by a person in uniform. I urge the management to work with the relevant departments and authorities to improve staff training in professionalism and etiquette.