Surge in arrivals poses challenge for fast clearance

The Straits Times
10 Mar 2010

MS EMILY LEONG and her extended family ('Auto-clearance lanes: Going high tech is good only if the benefits are delivered'; Feb 27) reached the Singapore Cruise Centre after a cruise on the evening of Feb 17.

Immigration and Checkpoints Authority (ICA) records show that more than 2,200 passengers disembarked from the ship for immigration clearance during that time.

Realistically, some delays are to be expected with a surge in arrivals. The centre always deploys staff on the ground to direct Singaporeans and other eligible passengers to the automated lanes for clearance.

ICA officers are also deployed on site to guide and assist passengers in using the enhanced Immigration Automated Clearance System (eIACS).

When Ms Leong's ship arrived, 14 counters, including six automated lanes, were in operation. Staff were deployed to direct and help passengers to use the automated lanes, so we are puzzled by Ms Leong's claim that no ICA officers were around.

As for Ms Leong's point that manned counters stood empty while the automated lanes were jammed, our officers would direct travellers to the manned counters where necessary, to prevent the queues from getting lopsided.

Our records also confirm that when Ms Leong and her family were cleared, there were passengers at both manned and automated lanes.

A surge in arriving travellers at any checkpoint imposes a challenge in clearance time.

To better manage such peaks, the ICA has always encouraged Singaporeans and other eligible users to make use of the automated lanes, an efficient and secured clearance system that allows a traveller to clear immigration expeditiously.

But as more travellers are using such lanes for the first time, some may take longer than usual initially as they get familiar with the system.

It is a small price to pay for the benefits they would enjoy thereafter in their subsequent travels. As such, we seek the understanding of travellers.

Chia Hui Keng (Ms)
Head, Public & Internal Communications Branch
Corporate Communications Division
Immigration and Checkpoints Authority


Auto-clearance lanes
'Going high tech is good only if the benefits are delivered.'

The Straits Times
27 Feb 2010

MS EMILY LEONG: 'I returned from a holiday cruise with my extended family on the evening of Feb 17. When we were finally allowed to disembark, we encountered a massive jam near the immigration counters. Apparently, staff were directing all Singapore passport holders to the auto-clearance lane. Cruise holidays are an excellent option for families travelling with children and elderly parents, yet there were no Immigration and Checkpoints Authority staff at the gantry to help first-timers use the auto lane. Fellow passengers offered to help. My sons were okay with the procedure, but my nieces were too young to use their new biometric passports for auto-clearance. Still, the whole family were directed by staff to the auto lane. After many failed attempts, we were finally allowed to use the regular lanes, which by then were empty. We had to apologise to passengers at the back as we retraced our steps. When we finally cleared immigration, I saw fellow Singaporeans still stuck in the auto lane while the regular lanes were empty. Going high tech is good only if the benefits are delivered.'