One traveller at a time, says ICA

Today
17 Aug 2009

Letter from Chia Hui Keng
Head, Public & Internal Communications Branch
Corporate Communications Division
Immigration & Checkpoints Authority (ICA)

We refer to the letters on immigration clearance procedures at Changi Airport published from Aug 12 to 14.

The ICA officers have to conduct face-to-face checks on all travellers as part of our immigration clearance procedures. At times, it is also necessary to interview the travellers. In order to effectively carry out his duties, the officer must focus his attention on the traveller before him. The presence of other persons during immigration examination would impede the security checks and delay the clearance process, thereby inconveniencing other travellers.

More importantly, having more than one traveller at the counter would distract and also obscure the officer's view. Hence, travellers are required to approach the counter individually when seeking immigration clearance.

Nevertheless, our officers do exercise flexibility, for example, if the traveller is a young child or an infirm person who needs to be accompanied by another traveller for the immigration clearance process. We will also continue to assist travellers with special needs.
The ICA is committed to service excellence but we can only do so without compromising on security.

As Singapore's front-line ambassadors, our officers are mindful of the importance of projecting a professional image while carrying out their duties.
We agree with the writers that our staff who cleared them could have handled the situation better.

We would like to offer our sincere apologies to the writers and hope to make their next encounter with us a more delightful experience. The staff have since been counselled accordingly. Our officers are also constantly reminded to be professional and courteous when dealing with travellers.

The ICA appreciates all the feedback and support given on this issue. At the same time, we would also like to seek the understanding and cooperation of all travellers in helping ICA officers keep Singapore safe and secure. They can assist us by waiting for their turn before the designated line and approaching the immigration counters individually.


Our unpleasant return to Singapore

Today
12 Aug 2009

Letter from Randy K M Khoo

MY WIFE and I returned to Singapore on Monday and what transpired at the immigration counter at Changi Airport left us feeling embarrassed and disappointed.

We usually approach the immigration counter together to show our passports. Indeed, we did that when we left Singapore on Saturday and the immigration officer then did not raise any objections. However, upon our return, when we tried to do the same, the officer frowned at us and ordered one of us to return to the queue.

When I tried to tell him we are a married couple, his reply was: "Don't care - one only." As we did not want to make a scene, I asked my wife to go ahead and I went back to the queue in silence.

I understand if this was done for security reasons, but the officer's choice of words in front of so many tourists was disappointing. A firm but courteous statement was all that was needed.

I hope the immigration officers can be more discerning in how they talk to those around them. I don't think it did Singapore's image much good among the foreigners in the queue.

In addition, to avoid any future misunderstanding, I hope the Immigration and Checkpoints Authority can kindly explain to us the current rules. Are we now required to approach the immigration counter individually, even when travelling as a couple or family?


Altogether or one at a time?

Today
13 Aug 2009

Letter from Andreja Baraba

I REFER to "Our unpleasant return to Singapore" (Aug 12).

A similar incident happened to me and my young children on Aug 7 at Changi Airport. I always hold the family's passports and at every airport, we always approach the immigration counter together.

On that day, we approached the immigration counter and the officer said: "One at a time". I said I had all the passports.

He repeated loudly: "One at a time!". So I gave the passports to my children and stepped back, only to have him yell : "Behind the line!".

I was astonished at his behaviour, and the children were bewildered as they did not know who should go forward and who should not.

I felt like a criminal.

The immigration officers are only doing their job but a little more courtesy will not hurt anybody. There was no sign that passengers needed to approach to the counter one by one.


A little understanding, please ...

Today
14 Aug 2009

Letter from Gang Lun

I REFER to the letter, "Altogether or one at a time? (Aug 13). Could we also look at this issue from the standpoint of the immigration officers and the nature and responsibility of their work? It would surely be perfect if all service personnel perform efficiently, professionally and also with compassion and courtesy at all times.

Let us be rational and reasonable too. The immigration officer has to be alert, think quickly and be able to attend to his/her duties without being distracted unduly by the presence of a few persons while he/she is checking the travel documents. One at a time is the standard ruling (internationally) as far as I know ...

In this instance, a little understanding and patience goes a long way to make the work of the immigration staff that much easier and hassle-free.