The Passport Department has launched a full-scale investigation following complaints about the 25-minute absence of immigration officers at the arrival counters meant for Saudi and GCC citizens at King Abdulaziz International Airport in Jeddah last Thursday.

Quoting Brig. Khalaf Al-Tuwairki, the department’s director at the airport, a press report said on Wednesday the immigration officers’ absence caused inconvenience to both passengers and relatives who had come to pick them up as they had to wait for a long time at the airport.

“I received a call from one of the passengers informing me that the arrival counters was overcrowded because of the absence of officers in charge. We will conduct a comprehensive investigation to prevent recurrence of such incidents,” the passport chief said, adding that such incidents are very rare.

The press report said most immigration officers at the airport’s arrival counters were not available between 8 p.m. and 8.25 p.m. last Thursday.

Saudis and expats emphasized the importance of improving immigration (Jawazat) services at the Kingdom’s airports, since they are the first point of exposure for foreign visitors and workers as well as pilgrims.

It is essential to project a good impression about the country and its people, they said.

“Immigration officers should be given intensive training to improve their performance,” Khaled Aburas, a Saudi journalist, told Arab News. “They should also be sent abroad for training. They should visit airports in Turkey, Malaysia and other countries to learn best practices and apply them in the Kingdom,” he said.

Aburas said immigration officers are the frontline staff welcoming foreign workers, passengers and pilgrims coming to the Kingdom. “Their good performance and behavior will leave a good impression about the Kingdom,” he said, adding that this was also essential to promote tourism.

Akbar Batcha, a senior business executive and a frequent traveler, said immigration officers should treat all passengers, particularly foreign workers and pilgrims, with courtesy. “They should know that they represent the government and people of Saudi Arabia and should be trained to be service-oriented,” he told Arab News. “Saudis are known for their hospitality and foreigners should feel it when they arrive at the Kingdom’s airports,” he added.