Transport Minister Dr. Ewart Brown has voiced criticism over efficiency levels at the airport after arriving visitors have repeatedly complained of waiting for hours to be processed through immigration and customs.

He was joined by hotel bosses who called for a shake-up at the airport after persistent complaints from guests.

Dr. Brown said: "I am hoping that people who process passengers will achieve a level of efficiency so it can be done quickly and properly. This isn't rocket science."

On Thursday, tourists queued for more than two hours after arriving but Bermuda Public Services Union President Nigel Pemberton denied rumours there was a go-slow by airport staff.

He said: "There is nothing like that going on. Basically all the flights came in at one time."

He agreed with Collector of Customs Winifred Fostine-Desilva who had said staff were doing the best to deal with bottlenecks and that flights needed to be staggered more.

However Dr. Brown said he did not anticipate any change in flight scheduling and he was puzzled by airport delays.

He said: "The flights are the same as they have been for the past four or five years.

"Two years ago we were moving people through the airport at a quicker rate. We were doing it so we have the ability to do it. It saddens me that it is an issue.

"We should be moving them through quickly and I am as puzzled as anyone else about why it is taking so long."

He said that improving the service was an issue for customs and immigration which comes under the Finance Ministry, not his Department.

He said: "We are just the landlords and make sure they are physically comfortable."

Late arrivals of two US planes on Thursday had caused the massive back-up said Mrs. Fostine-Desilva in yesterday's The Royal Gazette.

She said an Internet customs declaration system and electronic customs declaration machines were being considered while electronic passport readers should be in operation within months.

"The flights need to be staggered more," said Mr. Pemberton.

"Everything is picking up, some of those flights are pretty full. Between 11 a.m. and 2 p.m. on Thursday there were 1,400 passengers arriving at the airport."

"Our facilities are just about limited, we have the right staff but when you have 450-500 people all in the baggage hall at one time there is nothing you can do."

Dr. Brown he said claims that increasing the number of baggage carousels would ease the bottleneck were misleading.

He said: "The baggage room is not where the delay is. It's before that."

Directors of the Bermuda Hotel Association (BHA) met last week and discussed the issue after persistent feedback from guests over the past few weeks who were saying that the processing is unacceptably long.

BHA President Billy Griffith said although he was encouraged that the problems were logistical rather than labour-related he said any wait of 45 minutes or more was unacceptable.

He said: "If persons are being processed in 35 seconds and some people are still waiting for two hours, then the entire method of processing needs to be adjusted as soon as possible."

He said while the BHA understood there had been disruption due to reorganisation any further problems would damage the island's already fragile tourism industry.

He said: "The last thing the industry needs is self-inflicted wounds. Bermuda is not accustomed to many flights coming in daily within the 90-minute peak period.

"Measures need to be taken to address problems during this crucial period."

BHA CEO John Harvey said the Association was very willing to discuss a more efficient way of handling visitor influx with authorities.