JIA immigration nightmare

A REPORT from TNW July 27: It's chaos! JIA immigration - readers see red. Eleven years is not enough time to sort out the shambles that today makes Johannesburg International Airport a candidate for ‘World’s Worst Gateway Hub’. But the pathetic situation at immigration and emigration reported by our readers is being addressed according to Home Affairs’ chief director of communication services, Nkosana Sibuyi. He told TNW’s sister publication, TNN, that before 1994, immigration was a shambles, the staff were not professional and their conduct “left much to be desired.” But, eleven years later, he says that’s all changing with the launch of the NIB (National Immigration Branch) last April (see article below). “We acknowledge there is a shortage of capacity,” he said. This could explain why during peak periods many of the immigration counters are left unmanned – TNN has observed, at peak-time in the morning, eight stations manned out of a possible 24. “Our major focus is filling vacant positions and training the staff,” said Nkosana. Reports of one- to two-hour waits at peak times; pandemonium at JIA; surly, rude, unhelpful officials; and passengers nearly missing connecting flights, have reached TNN, as readers launched a fusillade of letters to TNN (see article below ‘Readers see red’). Is SA Tourism concerned? Roshene Singh, portfolio manager: domestic marketing, SA Tourism, who is responsible for the Welcome campaign says: “The Welcome Campaign recognises that a positive visitor experience is the key driver for repeat visits to a destination and thus encourages all South Africans to play a part in welcoming visitors to SA and raising the bar on service delivery,” adding that SA Tourism is negotiating with Home Affairs to roll out the Welcome Visitor Experience Training at border posts. June Crawford, ceo of the Board of Airline Representatives of South Africa (Barsa), which represents 52 international airlines, says JIA is important as a regional hub that receives more than 70% of all international flights to SA. She also says tourists are not the only parties affected - airlines are directly impacted by slow movement through immigration: a one-hour delay costs the airlines as much as R250 000, according to a recent survey. Not to mention the domino effect it has on flight schedules and aircraft rotation. “Barsa’s members are requesting that something be done. Airlines have quality targets to meet, but we simply get no response to our efforts to contact the Department of Home Affairs,” said June. “We want to assure airlines that we are aware of problems at airports, and we are continuing to improve immigration at all ports of entry,” through the NIB, said Nkosana. However, he says that while he recognises that things need to be speeded up, immigration must be thorough. “One thing must be acknowledged: when people come through immigration with fraudulent passports then it sometimes slows down the process during peak periods.” The department has set a time-frame for the NIB and will monitor progress after 12 months to see how well it’s working. TNN will be following this closely. It is our opinion that there is little appreciation in bureaucratic circles just what a crises our showcase hub is in. Nkosana has asked the trade to send comments on immigration problems at SA’s airports. Email it to tnw@nowmedia.co.za and we will forward them to him. More news on JIA: JIA immigration nightmare Will this make a difference? THE Department of Home Affairs has launched the National Immigration Branch (NIB), which aims to improve the handling of traffic into and out of the country’s border posts and ports of entry. Said home affairs minister, Nosiviwe Mapisa-Nqakula at the launch: “We are refining policy to ensure that people who need to come into our country should do so conveniently, but that those who choose to use illegal means to enter will meet the full strength of the law.” The NIB will regulate the entry, stay and exit of foreigners in the country in accordance with the Immigration and Refugee Acts. It will also regulate illegal immigration. The idea is to make the NIB a visible and efficient service that will streamline entry into the country for foreigners, immigrants and refugees. “We require a policy that facilitates legal and regulated movement of people to our country, attracts much needed skills, boosts tourism, and encourages direct foreign investment,” said Nosiviwe. As part of the launch, the department unveiled the NIB’s new uniforms and vehicles as well as new technology such as metal detectors and automated scanning equipment that will be installed at ports of entry. Readers see red • “Three international flights arrive simultaneously and Home Affairs (obviously right behind the Welcome campaign) deems it acceptable to open only three immigration counters for non-South African passport holders. The fact that the tourists had to wait for over an hour to enter the country (so long, in fact, that their luggage had been removed from the carousel) is unacceptable and certainly doesn’t create a welcoming impression for visitors to our shores.” Name withheld upon request – Mpumalanga • “I was interested to read this account as on the 28th June I had a VIP Honeymoon Couple from the States that arrived on BA 057 at 08h55 and were supposed to connect to a Nelair transfer to Royal Malewane at 12h00 – plenty of connecting time one would think. Not so. Customs and immigration delayed my clients so long that they almost missed their flight. They only made it because Nelair kindly co-operated and assisted with this matter. It is a terribly tiring ordeal and very stressful for both the clients and myself. What is going to be done about this?” – Jeanne Rohm, Good Taste Travel & Event Management, Cape Town • “I heard of a report where people leaving JIA took an hour to exit via immigration. There were only three gates open and very definitely nobody was going to try and hurry up. The passengers concerned had held up their plane's departure, through no fault of their own as they had attempted to go through to the departure lounge at least 30 minutes prior to the required boarding time.” Debra Horn, Global Corporate Travel, Johannesburg • “We departed to Sao Paulo, Brazil on 25 June 2005 on SAA. It was a Saturday morning and we waited two and a half hours in the queue. Only two terminals were manned. Totally unacceptable.” – Louwrens Smit, Ikapa Tours and Travel, Cape Town • “I hope this complaint has been forwarded to customs department in Johannesburg, so that this pathetic behaviour can be eradicated once and for all. Is this how we will accommodate the world’s nations for the Soccer World Cup 2010?” – Shariefa Ahmed, Sure Jet International Travel, Cape Town • “I can only say that things are not getting better at JIA. As I have written numerous times before, JIA is a disgrace. I have been through the same situation several times at JIA since the direct flights from the USA to Cape Town were discontinued.” – Thomas D Brennan, California, USA (Darren Sandras & Kate Nathan)