Project Main Details
United Kingdom, London
That’s why your role is so important.
Firstly you can encourage passengers to use the gates.
And secondly, help those who do.
Because some people won’t even try them …
… and some who do, don’t always get it right!
For many passengers, the first person they’ll meet when they arrive in the UK is you. It’s important that you’re professional and welcoming.
So please don’t chew gum or use your phone when you’re at work.
Greet passengers with a smile and ask to see their passports.
If they have an e-Passport …
… direct them towards the e-Passport gates.
If they are nervous about using the gates …
… reassure them that they’re easy to use and that there’ll be someone there to help if they need it.
Don’t slow the queue down by chatting with passengers …
… however friendly they are.
If they need help, encourage others to go round them so they don’t hold up the queue.
At different times of the day, the gates will be busier than others.
So keep an eye on the arrivals board.
It will make your life a lot easier if you’re prepared for longer or shorter queues before the passengers arrive.
Before they reach the gates, give passengers simple instructions, loudly and clearly, so it’s not just the people near you who can hear.
Remind them to remove their passports from any covers.
And because the gates work on facial recognition, they should take off any hats or sunglasses, as well as large chunky headphones, neck pillows and skiers puffer jackets.
Ask them to line up in front of the gates
..and enter when green.
Stand in the direction of the footprints …
And don’t stand too close or lean towards the screen.
Open passports to the photo page.
With the photo page face down, insert the passport all the way into the reader. Keep it still and in position.
And look ahead at the screen until it turns green.
Even after all these instructions, there will be some passengers who still don’t know what to do!
If a passenger is having difficulty using a gate, find out what they’re doing wrong.
Ask them to try again before sending them to a Border Force officer.
But don’t do it for them. It’s much better if they learn to do it themselves.
Don’t stand in a gate or block empty gates when you’re helping them.
e-Passport gates can make a real difference for passengers arriving in this country.
And you have a big part to play in that.
So instead of this ….
You can have this ….
And you’ll feel like this too.
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