Government has launched a new online entry system for travellers to the Virgin Islands, but implementation delays and a bumpy rollout have drawn complaints in recent days.
The “Online Embarkation/Disembarkation Card System” — which is designed to replace paper entry cards and reduce wait times at ports of entry — was initially scheduled to go live on Oct. 1 and become mandatory for all travellers by Jan. 1.
But that timeline was delayed. Instead, the system went live on Jan. 1, and many travellers have continued to use the paper forms. Others were stymied.
Judith Charles, who returned to the VI in the new year via ferry, said she was unable to fill out the online forms even after seeking help from employees on the ferry.
“Nobody at the boat — when you got there and you signed in — gave you any explanation about anything more than [to] scan the QR code. That’s the immigration form. They didn’t say, ‘This is how you do it,’” Ms. Charles said.
One ferry employee who tried to assist her asked her if she had internet service on her phone, she said. When she said no, he told her, “‘Well, then you can’t fill the form out,’” Ms. Charles recalled.
She noted that she was not the only passenger facing the problem.
Though she was unable to complete the online form, she did not have any trouble getting processed when she arrived at the Road Town Ferry Terminal, she said: Her passport was scanned, and she was asked a few questions before being waved through.
“So all in all, it didn’t go badly as far as I’m concerned,” Ms. Charles said. “I mean, I was expecting to have to wait on the side while they helped us fill this thing up on our phones online like they wanted, and that didn’t happen.”
Smoother
In the days after the rollout, travellers including Ms. Charles have taken to social media to voice their frustrations with the new system. But others have had a smoother experience.
Jeffrey White, who arrived from St. Thomas via ferry on Tuesday, told the Beacon that he filled out the online cards a few days prior to his departure for him and his wife, who travelled with him.
“I did it at my house,” he said. “It was easy.”
Another passenger who arrived by ferry, Sandy Lefkowitz, said she filled out the online form earlier that day.
“You know, it’s just modern,” she told the Beacon. “I think the process is worth it. It’s fine. And it’s always good to have done it in advance.”
Airport
At the Terrance B. Lettsome International Airport, which offers free WiFi, a customs officer told the Beacon that the system has been “cooperating” and making entry an “easier process.”
While the officer acknowledged that there were some complaints when the system first rolled out in the new year, they said many passengers “are complying, and they claim that it’s easy.”
“To me, it’s a small transition,” added the officer, who spoke on condition of anonymity. “We just have to be open-minded and accept it.”
Some passengers, the officer added, have filled out the online form while in line after arriving at the VI airport.
“I have seen persons stand right there and get it complete and then come to the point to get processed,” the officer said. “So it’s not a case where it cannot be done in about a minute or two.”
The paper forms that were formerly required are now being phased out and are no longer being printed, according to the customs officer.
Though officials are currently accepting the paper forms, they will likely run out by the end of the month, the officer said.
Officials mum
Acting Communications Director Karia Christopher, acting Customs Commissioner Greg Romney and Chief Immigration Officer Nadia Demming-Hodge did not respond to requests for comment on the new system.
British Caribbean News
