By: A concerned citizen
August 25, Colombo (LNW): Imagine arriving in a new country, eager to explore, to spend, to immerse yourself in its culture—only to be met by massive queues, slow-moving lines, and the apathetic faces of customs and immigration officers. Why don’t we have a rating screen for each desk like other countries, rating the service you just received?
This is the reality at our airports, where foreigners who are lining up to enter our country are greeted with indifference and inefficiency. It’s a stark contrast to the warm welcome we claim to offer.
Why are our immigration and customs services so callous? Why do they fail to share the same enthusiasm for tourism that the rest of the country does? Do they not grasp the critical importance of tourism dollars to our economy? These questions demand answers, yet they are met with silence. Who is in charge of this mess? Do they even care?
Look around the world. Other nations have streamlined their airport processes, setting key performance indicators (KPIs) to ensure travelers are out of the airport in no time. They understand that the first impression a traveler has of their country starts at the border, and they spare no effort in making it a positive one. Foreign travelers are treated as valued customers—because that’s exactly what they are.
But what do we do? We overcharge our visitors, driving up fees that outstrip those of our competitors, and then we inconvenience them with long waits and poor service. It’s as if we’re daring them to go elsewhere. And increasingly, they are.
Where is the outrage? Where are the voices demanding change? Have we all become too afraid of the bureaucrats to stand up and say enough is enough? Or are we content to let this problem fester until our tourism industry is a shadow of what it could be?
Does anyone care?
