We attended a biometrics appointment for my young son 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 provided instructions bluntly. My son faced difficulties with the fingerprint scanner due to his height. Despite my son's clear discomfort, the officer appeared irritated and shouted at us. I tried to explain we weren't playing, but he raised his voice again. I wanted to complete the process without causing my son more distress. Afterward, I asked for the officer's name to provide feedback, but he refused and belittled me. He insisted everything was recorded on CCTV, as if that justified his behavior. Another staff member tried to ease the situation, but it was hurtful to hear my child blamed. The manager was calm and respectful, assuring me he would address the staff's behavior. While most of the team was professional, one officer's conduct significantly impacted our experience. I hope the relevant authorities take note, especially in family interactions.
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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
