NU
Sat, 12 July 2025
KATHMANDU, Nepal – The Immigration Office at Tribhuvan International Airport (TIA) has enforced a new moral code of conduct for its employees, effective this Friday. This significant measure aims to enhance service efficiency and profoundly improve the passenger experience at Nepal's principal international airport.
Office Chief Bishnu Prasad Koirala announced the implementation, stating the code's primary objective is to elevate the effectiveness of immigration services by aligning staff conduct with international values, principles, and standards of immigration administration.
The guidelines further aim to instil greater responsibility and sensitivity to national laws and Nepal's rich social and cultural values among staff members.
The introduction of these ethical rules is poised to usher in a new era of service delivery, making immigration procedures more prompt, impartial, transparent, predictable, and results-oriented. "We hope that employees will deliver in a way that passengers could feel the real improvements in the services," Chief Koirala observed, reflecting the office's commitment to tangible enhancements.
A key aspect of the new code, as outlined by the Department of Immigration, mandates specific courtesies: staff are now required to offer a polite "have a nice journey" to departing passengers and a warm "welcome to Nepal" to those entering the country. Furthermore, the code strictly limits questions posed to travellers to only those deemed absolutely necessary, aiming to minimise unnecessary delays and discomfort.
Crucially, the code addresses the vital issue of respectful language and conduct, particularly towards Nepali citizens departing for employment in Gulf countries. Historically, this demographic has sometimes faced undignified treatment. The new directive explicitly prohibits rude behaviour and morally binds employees to communicate politely and demonstrate courtesy with all passengers, recognising the challenges and vulnerabilities often faced by migrant workers.
To ensure accountability and foster continuous improvement, a 15-point voluntary feedback survey has been put in place. This mechanism allows passengers to promptly provide their input on the services received, offering a direct channel for gauging the code's success and identifying areas for further refinement.
The implementation of this code comes amid ongoing efforts by the Nepali government to enhance public service delivery and combat irregularities, particularly in high-traffic areas like TIA, which handles millions of passengers annually. Reports have previously highlighted issues ranging from alleged irregularities in staffing to concerns over general service quality.
It represents a crucial stride towards a more professional and passenger-centric immigration service.
