Malaysia is pushing hard to become a hub for tourism and business in Asia.

Modern airports, advanced technology, global outreach. The ambition is real.

But are the people ready for it?

I was checking in at Kuala Lumpur International Airport, using one of the new self-service bag drop kiosks.

These machines are a recent upgrade, and many international travellers were clearly unsure how they worked—how to scan, where to tag, when to drop.

That’s why a staff member was stationed nearby. Her job? Help out.

But she wasn’t helping. At all.

She rolled her eyes. She gave people the silent treatment. She walked away mid-question.
Polite passengers were being ignored like they were an inconvenience. It wasn’t just unhelpful—it was obnoxious.

In public-facing roles, your emotional state becomes public property.
If you can’t manage your attitude, you shouldn’t be managing people.

Especially in the service industry, we don’t just need trained staff—we need emotionally stable ones.