Beautiful Virgin Islands

Thursday, Oct 09, 2025

Improved passenger experience a priority for Gov't

Improved passenger experience a priority for Gov't

Officials from the Ministry of Natural Resources, Labour and Immigration met with ferry service operators last week to address existing operating procedures and build synergy with the goal of improving the overall passenger experience at the respective ports of entry.
Business Change Manager in the Deputy Governor’s Office, Ms Kedimone Rubaine, who is also responsible for customer service improvement on the Public Service Transformation Team made a presentation on the customer service satisfaction data which was received in December of 2019 from the recently installed Customer Service Touch Terminals installed at both Road Town and Beef Island arrival terminals.

Ms Rubaine gave insight on the experience passengers had upon their arrival to the Territory and added that the data presented provided a general overview of the satisfaction and dissatisfaction of guests.

Ms Rubaine explained that the terminals are positioned at the exit of each arrival lounge, thereby allowing guests to rate their experience when they step off a vessel/aircraft to when they exit the terminal, taking into consideration their encounters with all agencies involved in the entry process.

Acting Chief Immigration Officer, Mr Ian B. Penn also briefed the operators on the upcoming implementation of the New Border Management and Electronic Visa System which is expected to address concerns from the Department of Immigration. Mr Penn also reminded the operators of their role in assisting Government departments and agencies to improve passenger experience by reducing wait times and avoidable inconveniences.

Meanwhile, Permanent Secretary in the Ministry of Natural Resources, Labour and Immigration, Dr Marcia Potter spoke of the importance of statistical data gathering from passengers as well as internally so that Government agencies and stakeholders may address the issues and streamline processes and policies, which will lead to improved passenger experiences. She said, “Data is important for us to get a clear idea of what the problem is and therefore better understand how to address the issues. It is important that we ensure the safety of all stakeholders and thus ensure a good experience for all using our ports.”

The ferry service operators also had the opportunity to have their concerns addressed as well as provide feedback on how the process at the ports of entry may be improved. The representatives present at the stakeholder meeting included operators from Road Town Fast Ferry, Native Son Incorporated, Ocean Dreams Water Taxi, Aquatic Rentals, Inter-Island Boat Services and Smith’s Ferry Service.
Newsletter

Related Articles

Beautiful Virgin Islands
0:00
0:00
Close
France: Less Than a Month After His Appointment, the New French Prime Minister Resigns
Hungarian Prime Minister Viktor Orbán stated that Hungary will not adopt the euro because the European Union is falling apart.
Sarah Mullally Becomes First Woman Appointed Archbishop of Canterbury
Mayor in western Germany in intensive care after stabbing
Australian government pays Deloitte nearly half a million dollars for a report built on fabricated quotes, fake citations, and AI-generated nonsense.
US Prosecutors Gained Legal Approval to Hack Telegram Servers
Macron Faces Intensifying Pressure to Resign or Trigger New Elections Amid France’s Political Turmoil
Standard Chartered Names Roberto Hoornweg as Sole Head of Corporate & Investment Banking
UK Asylum Housing Firm Faces Backlash Over £187 Million Profits and Poor Living Conditions
UK Police Crack Major Gang in Smuggling of up to 40,000 Stolen Phones to China
BYD’s UK Sales Soar Nearly Nine-Fold, Making Britain Its Biggest Market Outside China
Trump Proposes Farm Bailout from Tariff Revenues Amid Backlash from Other Industries
FIFA Accuses Malaysia of Forging Citizenship Documents, Suspends Seven Footballers
Latvia to Bar Tourist and Occasional Buses to Russia and Belarus Until 2026
A Dollar Coin Featuring Trump’s Portrait Expected to Be Issued Next Year
Australia Orders X to Block Murder Videos, Citing Online Safety and Public Exposure
Three Scientists Awarded Nobel Prize in Medicine for Discovery of Immune Self-Tolerance Mechanism
OpenAI and AMD Forge Landmark AI-Chip Alliance with Equity Option
Munich Airport Reopens After Second Drone Shutdown
France Names New Government Amid Political Crisis
Trump Stands Firm in Shutdown Showdown and Declares War on Drug Cartels — Turning Crisis into Opportunity
Surge of U.S. Billionaires Transforms London’s Peninsula Apartments into Ultra-Luxury Stronghold
Pro Europe and Anti-War Babiš Poised to Return to Power After Czech Parliamentary Vote
Jeff Bezos Calls AI Surge a ‘Good’ Bubble, Urges Focus on Lasting Innovation
Japan’s Ruling Party Chooses Sanae Takaichi, Clearing Path to First Female Prime Minister
Sean ‘Diddy’ Combs Sentenced to Fifty Months in Prison Following Prostitution Conviction
Taylor Swift’s ‘Showgirl’ Launch Extends Billion-Dollar Empire
Trump Administration Launches “TrumpRx” Plan to Enable Direct Drug Sales at Deep Discounts
Trump Announces Intention to Impose 100 Percent Tariff on Foreign-Made Films
Altman Says GPT-5 Already Outpaces Him, Warns AI Could Automate 40% of Work
Singapore and Hong Kong Vie to Dominate Asia’s Rising Gold Trade
Trump Organization Teams with Saudi Developer on $1 Billion Trump Plaza in Jeddah
Manhattan Sees Surge in Office-to-Housing Conversions, Highest Since 2008
Switzerland and U.S. Issue Joint Assurance Against Currency Manipulation
Electronic Arts to Be Taken Private in Historic $55 Billion Buyout
Thomas Jacob Sanford Named as Suspect in Deadly Michigan Church Shooting and Arson
Russian Research Vessel 'Yantar' Tracked Mapping Europe’s Subsea Cables, Raising Security Alarms
New York Man Arrested After On-Air Confession to 2017 Parents’ Murders
U.S. Defense Chief Orders Sudden Summit of Hundreds of Generals and Admirals
Global Cruise Industry Posts Dramatic Comeback with 34.6 Million Passengers in 2024
Trump Claims FBI Planted 274 Agents at Capitol Riot, Citing Unverified Reports
India: Internet Suspended in Bareilly Amid Communal Clashes Between Muslims and Hindus
Supreme Court Extends Freeze on Nearly $5 Billion in U.S. Foreign Aid at Trump’s Request
Archaeologists Recover Statues and Temples from 2,000-Year-Old Sunken City off Alexandria
China Deploys 2,000 Workers to Spain to Build Major EV Battery Factory, Raising European Dependence
Speed Takes Over: How Drive-Through Coffee Chains Are Rewriting U.S. Coffee Culture
U.S. Demands Brussels Scrutinize Digital Rules to Prevent Bias Against American Tech
Ringo Starr Champions Enduring Beatles Legacy While Debuting Las Vegas Art Show
Private Equity’s Fundraising Surge Triggers Concern of European Market Shake-Out
Colombian President Petro Vows to Mobilize Volunteers for Gaza and Joins List of Fighters
×