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 booth 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 — "ยืนตรง ๆ ด้วย"). 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
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