February 11, 2025
PHUENTSHOLING – Travellers at the Phuentsholing pedestrian terminal will soon experience a faster and more efficient immigration process, thanks to the installation of e-gates at the country’s busiest border crossing with India.
The Department of Immigration (DoI) is implementing automated border control systems to reduce wait times and improve security at the international pedestrian terminal linking Phuentsholing and Jaigaon, India. These e-gates—automated self-service kiosks—use biometric data stored in passports, along with facial recognition or fingerprint scans, to verify travelers’ identities.
Once operational, Bhutanese citizens and foreign nationals with registered biometrics will be able to pass through without needing manual clearance.
“This initiative reflects our commitment to enhancing security and streamlining immigration processes, ensuring faster and more efficient entry and exit services,” the DoI stated.
During the installation phase, the department has set up temporary mobile counters to minimise disruptions. Despite these measures, officials acknowledge delays and have appealed for public patience and cooperation.
The announcement comes as mounting frustrations grow over long wait times at the terminal. The current system requires immigration personnel to manually input data for each traveler, causing bottlenecks during peak hours.
Commuters have reported that the personnel handling registration are insufficient to manage the large crowd. Some commuters have even accused the government of not doing enough in improving the service beyond removing the Nu 10 entry fee at the gate.
“The situation has not improved at all. We still have to wait in long lines,” a comutter said.
Queues are particularly long during peak hours, as many foreign workers cross the border in the mornings and evenings.
The terminal also becomes crowded during specific market days in Jaigaon that draw large numbers of Bhutanese visitors, adding to the congestion.
“This is peak season because schools and colleges are reopening, and many students and families come for last-minute shopping,” said Rinzin, a local shopkeeper.
As the number of visitors swells, De-suups managing the terminal often close access points within the terminal to control crowd flow, which sometimes leads to chaotic situations. When they reopen the lanes, people rush forward, risking being pushed toward vehicles, falling, or being run over by others.
Home Minister Tshering recently acknowledged the issue on social media, revealing that the pedestrian terminal handles an average of 15,000 visitors daily, with numbers spiking during school holidays, pilgrimage seasons, and peak shopping periods.
Lyonpo added that the department has already installed 10 automatic entry e-gates and are in the final stages of installing 8 exit e-gates which are aimed at enhancing public service delivery for our citizens and visitors.