criticisms that airport staff had been hostile towards arriving visitors.

Mr. Smith said his officers try to treat each arriving passenger with courtesy and fairness but that testing situations are inevitable.

"It is never pleasant to be turned back under any circumstances,'' he said.

"We would rather avoid such situations, but unfortunately there are times when we have cases that are unpleasant.'' Mr. Smith was responding to a recent spate of criticism that raised questions about the professionalism of immigration officers at the aiport.

In one instance, a Costa Rican woman with a baby, who arrived on the Island to marry a Bermudian, was locked in a hotel room and sent back to her homeland because she didn't have proper travel documents.

Another woman, who came to the Island to search locations for a business seminar, was refused entry because she lacked proper identification.

An Australian national was also turned back when he was accused of "visa-shopping'', after telling Immigration officers that he planned to change his US holiday visa to a student permit at the US Consulate.

In each case, the passengers complained of aggressive behaviour from Immigration officials.

Mr. Smith, in an interview with The Royal Gazette , said there were far more instances -- all unreported -- of officers helping people coming to the Island.

He said he requires immigration officers to be courteous and respectful in the fulfillment of their duties, especially because Bermuda relies so heavily on tourism.

"I take it very seriously, and they know that its a serious matter with me.'' he said. "I ask for a written report of every incident. I then analyse the report and take appropriate action.'' Mr. Smith also stressed the serious responsibilities shouldered by Immigration officers.

"We are charged by law to protect Bermuda, and we are looking out for people who might cause problems,'' he said.

He explained that upon arrival, each passenger is classified as `high risk' or `low risk', using such factors as: their nationality, the amount of funds they have, if they have arranged accomodation in the Island, if they have proper documentation, and when necessary, the appropriate visas.

If the primary desk considers the person to be high risk, he or she is then referred to the senior officer on duty.

Many passengers who arrive with improper paperwork can be allowed to land if they have their original travel documents sent to the Island before their departure.

"There is risk in landing people who do not have certain documents or visas,'' Mr. Smith explained, "Once they have been landed, the airline is relieved of the burden and we are then responsible (for the passenger).'' Addressing the question of officers' behavior directly, Mr. Smith said that he welcomed written criticisms from anyone who feels they were treated rudely or unfairly.

Mr. Smith, who regularly visits the airport immigration area unannounced, said that his officers' on-going training includes seminars, special programmes and policy updates. Officers recently completed a customer service seminar presented by Government Personnel Services. He is hoping to have a training facility at the airport in the near future.

"If there's something wrong we really want to correct it. If a report of (unprofessional behavior) can be substantiated, then we will deal with it.''