In a world that moves faster every day, arriving somewhere that still takes its time can feel unexpectedly comforting.
At Penang International Airport (PIA), first-time foreign visitors are currently required to pass through manual immigration counters before gaining access to the newly introduced autogates on future visits. The reason is simple, biometric information needs to be captured first.
But beyond the technical explanation, the experience reflects something deeply Malaysian: progress that does not rush past people.
For returning travellers, the new autogates promise speed and convenience. For first-time visitors, however, the journey begins differently — with a human interaction. A greeting, a brief exchange, a moment of orientation after hours of travel. It is, in many ways, the first introduction to Malaysia’s rhythm.
Penang State Tourism and Creative Economy Committee chairman Wong Hon Wai said the autogates are currently available to repeat travellers, while young children and wheelchair users continue to use manual counters due to technical limitations such as camera height. The system, still in its adjustment phase, is being refined through ongoing testing involving multiple agencies.
During pilot testing at the international arrival hall, more than 100 visitors from countries including Singapore, Australia, the United States, the United Kingdom and France participated in trials of the new system.
Many passed through smoothly, while first-time travellers completed their registration manually before moving on - a small pause before automation takes over on their next visit.
And perhaps that pause matters.
Manual processes, often seen as slower, also allow space for reassurance and clarity, especially for those entering a country for the first time. In Malaysia, where hospitality is often expressed through attentiveness rather than speed, this transition between manual and automated systems feels less like a delay and more like a gentle introduction.
Recent congestion at PIA, attributed to increased flight frequencies and closely scheduled arrivals, also signals a positive reality - more visitors choosing Malaysia again. As infrastructure adapts to rising travel demand, manual counters continue to serve as a stabilising bridge between growing numbers and evolving technology.
Because sometimes, the first welcome should not be automated.
Sometimes, it is meant to be human.
And in Malaysia, even as technology moves forward, the warmth of that first interaction remains part of the journey.
Source: BERNAMA
