We visited the service for my young son's biometrics appointment and arrived about 15 minutes late. Thankfully, the staff accommodated us, which we appreciated. After a brief wait, we submitted our appointment confirmation and passport. The officer assisting us greeted us with a frown and gave instructions in a blunt manner. My son's photo was taken without issue, but he struggled with the fingerprint scanner due to his height and the angle. Despite my son's discomfort, the officer appeared irritated and shouted at us to stop adjusting the scanner. I tried to remain calm, wanting to finish the process without further distress for my son. Afterward, when I asked for the officer's name to provide feedback, he refused and belittled me, claiming I had no right to ask. He insisted everything was recorded on CCTV as if that justified his behavior. Another staff member attempted to calm the situation, but it was painful to hear my child being blamed. Downstairs, the manager was respectful and assured me he would address the issue. While most of the team was professional, one officer's behavior significantly impacted our experience. I hope the relevant authorities take note, especially when dealing with families.
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Founded in 2007, TLScontact helps governments to manage their administrative interactions with travellers and citizens. Present in 90 countries, TLScontact operates over 200 visa application centres for both Schengen and non-Schengen governments and handles over 4 million visa applications every year.
TLScontact is part of the Teleperformance Group, the global leader in outsourced omnichannel customer experience management. See more
