Thumbs down for biometric system at Sangster Int’l Airport

THE EDITOR, Madam:

I write to express my deep concern about the recent implementation of the new biometric immigration system at Sangster International Airport in Montego Bay. I had the opportunity to experience this system first-hand during my arrival to Jamaica on Tuesday in Kingston, and again on Friday in Montego Bay, St James.

While the intention to introduce electronic immigration gates is commendable, I was asked to check the facts that now include the other location. The reality on the ground at the Sangster International Airport has been far from successful.

Two days after arriving in Kingston, I travelled to Montego Bay and was shocked to witness the chaos and delays caused by the new system. Here are some key observations:

The e-gates at Sangster International Airport saw significant congestion and delays in passenger arrivals. This was attributed to staff processing and misdirection of the arriving passengers, who were all ferried through the traditional immigration desk procedures. Unlike the smooth process I encountered at the Norman Manley Airport in Kingston, the personnel at the e-gates in Montego Bay seem ill-equipped and not as trained to handle the volume of travellers at our main port of arrival for visitors to the island.

The facial-recognition technology, which was supposed to expedite the immigration process, caused a bottleneck instead. Passengers are spending more time at the e-gates due to frequent errors and slow processing with insufficient assistance.

Unlike the Norman Manley Airport, where immigration officers are stationed on the frontline to assist travellers, Sangster International Airport relies solely on the e-gates. This lack of human intervention exacerbates the situation during peak travel times.

I witnessed frustrated passengers, especially those with young children, struggling with the system, leading to longer queues and heightened tension. It is disheartening to see travellers, especially families with young children, starting off their vacation faced with transportation and navigation challenges on arriving at their destination.

Let us take a step back and use the success of one location to improve the other.

PATRICK BROWN

Pembroke Pines, Florida