Dear Editor, I am a small accommodation business operator, and I feel compelled to write in response to a wave of recent complaints from guests.

A couple of weeks ago, your paper announced that this year’s tourism turnover is predicted to exceed half a billion dollars – breaking all previous records. That’s $500,000,000, a figure that should give us all pause. Tourism is our nation’s largest revenue earner, and the taxes it generates play a critical role in supporting our national budget.
In light of this, I have some questions for (Foreign Affairs and Immigration)

Secretary (Tepaeru) Herrmann regarding the treatment of our international visitors by immigration and customs staff:

• What is the mission of immigration, and what role do customs staff play in this process at the airport?
• What exactly are they aiming to achieve when processing visitors?
• Who are they trying to screen out?

These questions stem from my growing concern over how international visitors are being treated at our airport. Despite having return tickets and, in the case of New Zealand and Australian citizens, 30-day visitor visas, they are repeatedly questioned about their short stay. More troubling is the unfriendly, sometimes rude attitude of the customs staff. Visitors, who bring their hard-earned money to our shores, deserve a warm welcome. The airport is the gateway to our country, and first impressions matter.
Imagine a mother travelling with her children after a long flight, only to be interrogated because of a minor mistake on her entry card regarding the hotel’s location. This lack of empathy and poor service is concerning. Why the harsh attitude?
Why are expats who have lived and worked here for years, or spouses of Cook Islanders, being questioned about a “letter” when re-entering the country?
A friend of mine, who has lived here for nine years, was recently grilled about this letter. She had no idea what they were asking for at first, repeatedly pointing to the valid visa stamp in her passport. After some inquiry a few days later, we discovered that customs wanted a confirmation letter from the Immigration Office stating that she had paid for and been granted her visa. But why demand a letter when a legitimate visa stamp already exists in the passport? This is inefficient and redundant. One cannot receive a stamp without it first being processed by Immigration. This kind of bureaucratic duplicity belongs in countries with harsh, restrictive immigration policies – not in the Cook Islands. It reminds me of the rigidity of Eastern Bloc countries before communism collapsed.
In contrast, when you arrive in Fiji, you’re greeted with smiles and “bula, bula” from the airport staff. It’s a warm, welcoming experience that makes you feel good. Perhaps Secretary Herrmann could consider a customer service refresher for our airport staff to instill some Kia Orana Values and make visitors feel more welcome.

Kia manuia
Kotaa

(Name and address supplied)

Editor’s note – A right of reply was offered to the Ministry of Foreign Affairs and Immigration.