WHILE the introduction of unmanned self-service immigration lanes in all terminals at Changi Airport is commendable, the same cannot be said of their efficacy.

On Dec 23 at about 4.30pm, when my family and I returned from a two-week trip to Istanbul and Israel, we decided to use the self-service immigration lanes in Terminal 1. I had no problem getting past the first set of automatic gates after inserting my passport in the scanner. Unfortunately, my repeated attempts to scan my right thumbprint at the next station were unsuccessful.

Just then, an immigration officer in dark blue uniform behind me boomed across half the immigration arrival hall: 'Press harder.' Mind you, I was pressing as hard as I could. I could clearly see my thumbprint darkening the monitor screen, although the image was rather jagged. But, try as I might in three attempts, the second set of gates refused to budge.

The immigration officer continued to urge me loudly several times: 'Press harder.' Finally and insensitively, he said: 'You failed. Come out and go to the counter over there to have your passport checked.' He did not explain how I could backtrack, with the first set of gates still closed. Eventually, the gates opened and I managed to get my passport stamped and was allowed to leave via a side door.

May I offer the following suggestions?

Obviously, the thumbprint detection system for self-service immigration clearance is not without technical limitations. I suspect that, returning from a cold and dry climate, the skin on my fingers was extremely dry.

Therefore, the system could not 'read' my thumbprint effectively. I noticed the same thing happened to no fewer than three other people in my tour group. Perhaps the airport authorities could have a sign advising passengers not to use the automated lanes if they suspect their fingers are too dry. Instead, direct them to a manned immigration clearance lane.

If possible, lower the height of the fingerprint detection glass window to make it easier for passengers to press hard. Even though I am of average height, I had difficulty pressing my thumb down with sufficient force because of the awkward angle. This will be a greater problem to those of shorter stature.

Counsel immigration officers to be more courteous when helping passengers. Be more sensitive to their feelings and avoid raising your voice in any circumstances.

Victor Yeo

This forum letter was first published in The Straits Times on Dec 31, 2008.

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