Speeches & Op-Eds
Security and Customer Service
Remarks by Dr. Brent Hardt at the National Tourism Conference
January 22, 2007
Ms. Walkine, thank you for that kind introduction. I would also like to thank you and the Ministry of Tourism for organizing this "Master Class on Security Protocols." These are vitally important issues that deserve serious attention. It sends an important signal that you have set aside time at your annual tourism conference to focus on safety and security issues.
The U.S. Embassy has no higher priority than that of protecting the welfare of American citizens abroad. Over four million Americans come to The Bahamas each year as tourists, and the U.S. Embassy is pleased to be able to work so closely with the Government of The Bahamas to help ensure your American visitors have safe and enjoyable vacations.
While our interest in safety and security in travel begins with American citizens, we are also concerned with regulating entry of Americans and foreign visitors into the U.S. in order to avert the possibility of a terrorist attack. That is why we will beginning tomorrow be implementing the Western Hemisphere Travel Initiative (WHTI), which will close a previously existing vulnerability in our border security by requiring U.S. citizens traveling to Canada, the Caribbean, and Mexico by air to have a U.S. passport to ensure their return to the United States. This brings the Western Hemisphere in line with travel requirements for all other regions of the world. Public awareness of this requirement is growing, and the percentage of affected passengers already traveling with passports is nearly 85 percent.
In meeting security and safety threats together and in developing shared security protocols, our task -- and it is not an easy one -- is to ensure that the islands of the The Bahamas are not only safe and secure, but also that we achieve this safety and security in a manner that is friendly and fair. We must ensure that security measures facilitate trade and tourism, and not discourage the free flow of people and goods. And I know this can be done – effective security can be visitor friendly.
Before I discuss our customer service efforts, I wanted to highlight the security challenges we face. The Bahamas’ location on America’s southeast border makes it a potential point of entry for a terrorist attack. The Bahamas faces unusual challenges to meet these security threats. I can’t say with certainty, but The Bahamas must have more airports and seaports per capita than any nation on earth. I need not elaborate on the demands this imposes on the Bahamian government. Securing these many points of entry is a challenge, to say the least.
As shown by recent arrests at Lynden Pindling International Airport, Bahamian airports continue to face serious security challenges. I know it is a concern to many Bahamians and visitors to the Bahamas that baggage handlers would allow bags and packages to bypass the many security checkpoints in place at the airport.
We need not look far back in recent history to find tourist centers that have been the focus of terrorist attacks such as Bali, Sharm-el-Sheik in Egypt and tourist hotels in Moscow, Cairo and Amman, Jordan. It is also worth recalling that terrorists used baggage to bomb Pan American Flight 103, killing 270 over Scotland, as well as Air Canada Flight 183 killing 329 people, including 82 children. In each case, the bombs were placed in bags at an airport terminal.
Should such events occur in The Bahamas, it goes without saying that the Bahamian economy could suffer tremendous damage. I cannot overstate our concern about the security vulnerabilities that exist and the urgent need to address these concerns to ensure the safety and security of all air travelers. I am pleased to note that we have had a productive exchange with the Government and Airport authority on these issues and we are confident that we can work together to address existing vulnerabilities.
We must provide effective security, as security itself is vital to tourism and trade. But the security challenges are only part of the story. In providing security, we must do so in a way that will ensure that security does not become a hindrance to tourism and trade. We must therefore, also focus on customer service, and work cooperatively to enhance the speed and ease of customs and immigration clearances and security checks.
Here, there is some good news to share. Last year, the U.S. Customs Pre-clearance facility, in collaboration with the Nassau Airport Authority, expanded the capacity of security checkpoints to alleviate security delays. We have also increased the number of stations and x-ray machines at every stage in the screening process. As more Americans travel with passports, lines are becoming shorter, and wait times are decreasing. It is now a rarity that a traveler faces a wait of more than a few minutes for Custom’s Pre-clearances, and I am pleased to say that waiting times in our Pre-clearance facilities are as low as they have been in many years. These changes have created a more positive experience for departing visitors while still maintaining high security. I should also add that when Bahamians begin using e-passports, the lines and processing times will become even shorter.
I am also pleased to note that more changes are on the way that will benefit the traveling public. In the near future, we hope to check passenger bags directly onto conveyor belts at the first security check, which will allow passengers to go through customs inspections without the burden of hefting luggage. We have already given our approval for the installation of this new belt system, and I understand the Ministry of Transport and Aviation is moving toward implementation.
Significantly, this new system will allow for the elimination of an entire layer of screening, as the current pre-and post-Customs security check will be combined into one TSA check. This will greatly reduce passenger wait times and personal inconvenience. In the meantime we have also been working with the Airport authority to simplify the process at the first screening point, though this effort to date appears to have had limited impact.
We have also made some positive changes to our visa process for Bahamian visitors to the U.S. In the past two years, our visa section has undergone a major renovation to upgrade the comfort of our facility. We have in the past year moved to an appointment-based system to eliminate long waits in line outside the embassy. And, just last week, the shorter appointment lines moved inside to our brand new waiting room, where applicants can view striking videos of America’s diverse tourist destinations.
Even with all these changes, there is still room for improvement. We must continue to build even better customer service ideals among the many screeners and security personnel who deal directly with the traveling public. Our goal remains to ensure that the many layers of the travel process are as friendly, fair, swift and secure as they can be. Achieving this requires leadership that makes clear to front-line employees that they are expected to do their jobs in a respectful, courteous manner that respects the dignity of each individual traveler. It requires prompt follow-up in investigating complaints so that front-line personnel know they will be accountable for their actions.
The Embassy will continue to do everything it can to promote the safety of American visitors to The Bahamas and to fight international terrorism, but we will do so with the traveler in mind. We believe that a cooperative strategy focusing on customer service is the best way to achieve safe travel and we look forward to working together with all Bahamian tourism stakeholders to ensure that The Bahamas continues to be known as a safe and friendly destination for American visitors to visit your always alluring shores.
Thank you.