This story is about the Service at Immigration at Suvanabumi International Airport, Thailand.
The current worldwide crisis that affects all businesses, including our fragile tourism industry here in Thailand, our Government is investing thousands of millions Thai Baht to
help boost the tourism business.
I am not sure whether the government knows how to use this high amount of investment and whether they use it in the right way. Should any government officer see this
article, I think they may like to consider using some of the investment to train the immigration officers here in Thailand! Or may be they don’t care…. I am not sure.
A week ago, I had to travel out of Thailand for business; I was waiting in line to go through
the immigration counter at the Suvannabumi airport. When it was my turn, the officer at the counter who covered his mouth and nose with the popular white mask, hopefully
to protect himself against the H1N1 virus, received my passport and checked
through them with a-not-so-happy and friendly gesture. Though he covered almost half of his face, his eyes and body language reflected a rough look of unhappiness. A few second later, he slammed the immigration form on the counter and said under the mask in a rough voice “Signature!” (in Thai – “เซ็นด้วย”). I did do what he asked for. Then, while he was checking, I was trying to send an important SMS through my mobile. He said “Stand Straight” (in Thai – “ยืนตรงๆด้วย”).
Again, I did what he requested me to do.
Then, I said to him that he could say in a better and kinder voice and words such as
“signature please”, rather just “signature” in a rough World War voice. He replied “you don’t pay attention on me and played with your telephone”, – he again said this in a very rough voice.
I finished my process with this unhappy officer and walked to another officer to ask for the
superior on duty. Someone gave me a signal, so I walked towards him and explained and gave a complaint. All the way through of my story telling to him, I realized he has the same attitude. Indeed the same species of rude human like his subordinate – that counter officer.
I said “the immigration officers should not be rude to the customers”! He said “you
are not the customer, you are the passenger and we are the inspector”.
I replied: “So, does it mean you can speak roughly and being un-mannered to people”? I said to him that many immigration systems of other countries have already gone beyond an inspecting process, they already talk about providing service excellence. We, Thai’s are still behind the mountain, telling people – “I am an inspector and you are the passenger, not a customer”.
I didn’t want to argue with this person, and I said to them that it was very disappointing. I went into the duty free and gave an informal talk to one of the shops. There were about 15 staff of the shop listened to me carefully and they told me that the immigration officers like to act in such a bad manner. It is common for them.
Anyhow, when I arrived at the destination, another country in Asia, one of Thailand serious competitors in terms of tourism, the immigration officer has a brooch on the left-side of her shirt stating “Service with a Smile”.
Though she did not smile a lot, it did reflect what they are trying to do for the sake of tourism promotion.
So, what about Thailand, shall we look for a bigger brooch with the sentences below:
“I am an INSPECTOR!
Don’t expect me to be good, kind and friendly to you because you are NOT the
customer, you are JUST a passenger and traveler. And, please note that I am not in a good mood today and there is nothing you can do about it as my superiors support that I
don’t need to be an ambassador for Thailand!”
© Dhevabanchachai
N. (2009), Honorary Advisor / Director, Mai-BS (THAILAND) http://mai-bs.com
© Dhevabanchachai
N. (2009), Program Director at Travel Industry Management Division and Acting
General Manager at Salaya Pavilion Hotel and Training Center at Mahidol
University International College http://www.mahidol.ac.th
Dear the Commentator,
Thank you very much for your message and I understand what you like to say. It was actually a misunderstanding, the incident did not happen to Mr. Klaus but it did happen to me – a native Thai. And, English is my second language or even third language because I speak Chinese and French too. So, mistake of second, third or fourth language is something normal to me, but my Thai is beyond excellent. Once again please accept my wrong grammar. For this case, I did use my Thai language with the immigration officer throughout, but I write this article in English.
The fact is there is no sign anything as such but surely I understand you. But for an etiquette, I am sure that I did not approach the counter while sending message, it happened when I was standing there waiting for the passport to be checked. The important SMS that I needed to reply right away. And, I am confident in my manner and gesture of using phone while waiting for my passport to be returned. No matter what, to cut it short, I am a Thai and I feel ashamed how our immigration officers treat people which people at the duty free shop did confirm that there are frequent comments from travelers about the bad behaviors of our THAI immigration officers!!!
Thank you very much.
Nate-tra Dhevabanchachai
Klaus, I believe there is a sign as you approach immigration that clearly shows no cameras and no phones, if you approach an immigration booth whilst sending messages on your phone, surely that is being disrespectful?
Then you have a go at a Thai government employee not being able to use polite English, does that mean I can have a go at you for incorrect English
For example “Thai Baht to help booth” really should read “”Thai Baht to help boost”
But I wouldn’t have a go, maybe English is your second language and as such you are allowed to make mistakes, how about utilising your Thai language skills in addressing the officer in his native tongue, maybe then he would be more receptive and more polite.