Airport frontliners recognised for acts of courage and compassion
IT was an ordinary day at Kuala Lumpur International Airport (KLIA) Terminal 1 — until it wasn't.
On Oct 15 last year, a Myanmar passenger walking near the information counter suddenly went into labour.
Without warning, she found herself on the floor, in pain, and far from home.
In that critical moment, a team of frontliners quickly rushed to her side.
Airport CARE Ambassadors Nur Senorita Mussie, Nur Amalia Ramli and Arishahromnizam Idris; Terminal Services' Yogeswari Nagaiah; Aviation Security (AVSEC) officer Rohaizasalwa Omar; Airport Operations Control Centre (AOCC) staff Mohd Razlie Che Arshad, Noor Fadhilah Md Sulong, and Noorhidayah Mohd; paramedic Jeganathan Kunasegaran; and Dr Jayabalaganesan Nagendralingan from Menara Clinic worked together swiftly and calmly, helping the woman safely deliver her baby until further medical help arrived.
What could have turned into a crisis became a testament to teamwork, compassion, and professionalism.
For this remarkable effort, the team was honoured with the Best Front liner STAR Award, the highest recognition at the 2025 Best Front liners Awards hosted by Malaysia Airports.
Held recently at Sama-Sama Hotel KL International Airport, the ceremony celebrated individuals and teams across Malaysia Airports' network who displayed extraordinary courage, sharp judgment, and professionalism in high-pressure situations.
These recognitions reflect Malaysia Airports' broader direction as it moves forward, placing strong emphasis on service excellence following the company's recent privatisation.
COURAGE, COMPASSION AND CALM UNDER FIRE
On Jan 7 last year, amidst the usual airport bustle, an Indonesian passenger suddenly went into labour, and without hesitation, one of Malaysia Airports' own stepped in to help.
With remarkable composure, AVSEC officer Lance Corporal Fatin Zafirah Zakaria supported the woman through labour and successfully delivered a healthy baby before paramedics arrived. For going above and beyond her role, Fatin received the Best Front Liner Award.
At the same awards, AVSEC officer Corporal Mohammad Shafiq Safi'ai was recognised for confronting an armed man who had discharged a firearm inside Terminal 1 on April 14 last year.
"I heard a loud bang, like a firecracker, then another shot. I saw a man pointing a pistol," Shafiq recalled.
"I drew my weapon and took cover. I aimed at the suspect, who then pointed his gun at me. I held my position, and after a few seconds, he turned and ran."
Shafiq's quick decision-making and composure under life-threatening conditions helped prevent further harm.
"The situation made me realise how important it is to be alert, work with your team, and stay calm. I am truly grateful for this recognition," he said.
SMALL ACTS, BIG IMPACT
Not every heroic act involves dramatic scenes. Sometimes, it's the quiet persistence and teamwork that make all the difference.
Airport CARE Ambassador Vivie Nurhailiza Mohd Faisal Leong was recognised for rescuing a young child left locked inside a car at the airport on Dec 9.
She noticed something was off when she heard repeated honks and trusted her instincts.
"I found a young child alone in a locked car, crying.
"I stayed calm, reassured the child, and slowly coached them to unlock the door. It took a while. Later, we found out the child had been inside for over 40 minutes."
For Vivie, the incident served as a powerful reminder: "We advised the parent not to leave a child alone again, no matter the reason. Anything could have happened."
That same spirit of attentiveness and compassion was mirrored by another frontliner team comprising Customs Officer Siti Aishah Ahmad Iusof, Airport CARE Ambassador Nur Syasya Razli, Mohd Ashyik Abdul Hamid from AOCC, paramedic Nurul Syuhadah Asyqin Ossman, and ambulance driver Nor Idham Muqris Shahrol Nizam.
On the evening of June 24 at KLIA Terminal 2, a 78-year-old woman collapsed near the customs screening area and was swiftly attended to by the prompt, coordinated teamwork of airport staff.
Medical help arrived quickly, and the team gently assisted her to the arrival curbside where her taxi was waiting, offering comfort and care that deeply moved both her and her family.
STORIES FROM ACROSS THE AIRPORT NETWORK
The spirit of service extends far beyond KLIA. In Sandakan, Airport Fire and Rescue Service (AFRS) staff member Sahdan Aidil Ladah revived a passenger who had collapsed from a heart attack on Nov 15, performing CPR and using an automated external defibrillator until the ambulance arrived.
In Bintulu, AFRS officer Andrew Joey stepped in when a vehicle at a petrol station caught fire. Acting decisively, he activated the suppression system and evacuated civilians, preventing a possible explosion.
Even at Istanbul Sabiha Gokcen International Airport (owned by Malaysia Airports), kindness crossed borders.
Staff member Barış Burak Demirayak went out of his way to replace a child's lost toy. When the original couldn't be found, he sourced an identical one online, had it delivered, and included a handwritten note.
The grateful mother later shared a photo of her daughter smiling again, a small but touching reminder of the impact thoughtful service can have.
HONOURING THE HEART OF THE AIRPORT
Malaysia Airports managing director Datuk Mohd Izani Ghani paid tribute to the frontliners, calling them the "face, rhythm, and energy" of the airports.
"From check-in counters to custodial teams and security checkpoints, frontliners are the first and lasting impression of our airports.
"Today's winners remind us that leadership happens at every level, and that the human touch transforms ordinary service into extraordinary moments."
He added that delivering a seamless, world-class passenger journey requires every part of the airport community, from ground handlers and security to retail partners and government agencies, to work in unison.
"As we look to the future, these stories of courage, empathy, and dedication remind us that no single team stands alone.
"Every act of service, big or small, shapes the airport experience, and when we unite as one, we create moments that passengers remember long after they leave our terminals. Sometimes, that teamwork even saves a life."
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