The Straits Times
29 July 2024

Forum: Disrupted immigration systems at Changi Airport restored within 12 minutes

We refer to Forum writer Sim Cheng Yu’s letter “Singaporeans’ behaviour not aligned with country’s world-class standards” (July 23).

On July 17 at about 12.30am, the automated immigration clearance lanes at Changi Airport Terminal 2 were disrupted during a system upgrade, and travellers were unable to use them. At that time, there was high traveller volume at the Terminal 2 arrival hall from two concurrent arrival flights with close to 400 passengers.

Our officers immediately activated our contingency plans. This included guiding travellers to the duty officer counter for manual clearance, giving priority to the elderly and those with young children, while working to restore the automated lanes.

All the automated lanes were restored within 12 minutes, and the travellers in the queue for manual clearance were directed to the automated lanes. The arrival hall was cleared at about 1am, 30 minutes after the system disruption occurred.

Since May 2024, ICA has improved clearance efficiency at Changi Airport by enabling all travellers to use the automated lanes. We have also installed more automated lanes. We will be improving our clearance efficiency by end-2024 when we introduce contactless clearance, which will let arriving Singapore residents and all departing travellers clear immigration faster, without the need to present their passport.

We endeavour to build immigration systems which are robust and resilient. Despite our best efforts, however, we know there will be times when the systems run into technical problems.

Hence, we have also invested significant resources to developing contingency and recovery plans. When such incidents happen, ICA will immediately execute the plans to try to restore the systems as soon as possible and minimise inconvenience to travellers. We seek travellers’ patience and cooperation meanwhile.

We will review our response to this incident and enhance our processes to manage future incidents.

Patrick Ong
Senior Assistant Director, Strategic Communications and Media Relations
Corporate Communications and Service DivisionImmigration and Checkpoints Authority

<Original Letter>

The Straits Times
23 July 2024

Forum: Singaporeans’ behaviour not aligned with country’s world-class standards

On July 17, I landed at Changi Airport Terminal 2 after a short getaway. Like others, I was expecting the renowned efficiency of our immigration process, especially after a red-eye flight.

However, what greeted us was a single, long queue stretching across the arrival hall, with immigration officers informing incoming passengers that the automated systems were down.

While system failures are inevitable, the ensuing chaos made me question whether Singaporeans truly embody the class and character we often pride ourselves on, especially when our well-oiled machineries fail. 

First, when additional counters opened, people bypassed the already-formed single line, running to be at the front of the new queues.

Those who had been queueing patiently in the single line were shocked as people behind them sprinted forward.

The lack of queue organisation by the officers on duty only exacerbated the situation.

Second, when the automated lanes were being tested to see if they could resume operating, many passengers took it as a sign they were back online and again ran to the counters.

Third, people were noticeably envious of the elderly, disabled, pregnant and the young who were invited to the front of the queue along with their travel companions.

Instead of understanding and empathy, there were mutterings and glares.

There were incessant mutterings about how the Government had “failed”. While it is natural to feel frustrated in such situations, the immediate blame game seemed unproductive and ungracious.

I could identify these complaining individuals as fellow Singaporeans by their signature red passports.

This experience made me wonder if we have taken our efficient systems for granted. When these systems falter, do we still uphold the values of patience, kindness, and respect for others?

In contrast, visitors from countries like Japan and Thailand, where the arriving flights were from and which are countries known for their people’s kindness, patience and graciousness, must have been taken aback by the behaviour they witnessed.

As Singaporeans, we pride ourselves on our first-class infrastructure and efficiency. However, true first-class citizenship is reflected in our behaviour, which should match our country’s world-class standards, regardless of the circumstances.

Sim Cheng Yu