Phuentsholing Immigration Upgrade Expected to Improve Tourist Arrival Experience
Bhutan is upgrading immigration services in Phuentsholing with renovated facilities and future terminal expansion plans to improve the arrival experience for international tourist.
Tourists entering Bhutan by road through Phuentsholing are expected to experience faster and more comfortable immigration services from next month, as processing counters return to a newly renovated ground-floor facility.
The move is expected to reduce congestion at Bhutan’s busiest land entry point and improve the overall arrival experience for international visitors.
The announcement follows concerns raised after severe overcrowding was reported at the Phuentsholing pedestrian terminal on May 24. Images and videos showing long queues and crowded conditions circulated widely on social media, prompting questions about whether existing infrastructure can accommodate growing tourist arrivals during peak travel periods.
The issue was also discussed during a recent Question-and-Answer session in Parliament, where lawmakers sought clarification from the Ministry of Home Affairs on the causes of the congestion and measures being taken to prevent similar situations.
Why the Congestion Occurred
According to Home Minister Tshering, the overcrowding on May 24 was caused by a combination of operational factors rather than a shortage of immigration staff or slow service delivery.
Data from the Regional Immigration Office shows that 1,886 walk-in tourists required full immigration processing that day. This included payment of Bhutan’s Sustainable Development Fee (SDF) and the arrangement of licensed tour guides. In comparison, only 256 visitors entered through the pre-clearance system, which allows travellers to complete immigration formalities online before arrival.
Regional Immigration Director Jigme Tenzin explained that walk-in arrivals require manual verification of documents and on-site payment processing, which takes more time per traveller. In addition, 2,247 first-time visitors were required to complete mandatory registration procedures, adding further pressure on the system.
The terminal also processed 7,108 casual visitors and 7,295 Bhutanese nationals on the same day, making it one of the busiest periods recorded between May 17 and 24.
Temporary Facility Constraints
Jigme Tenzin said the congestion was worsened by limited space at the pedestrian terminal. Immigration counters had been temporarily relocated there while renovation and upgrading works were being carried out at the main immigration building.
Although the number of processing counters was increased from four to six to handle higher demand, the volume of walk-in arrivals continued to create bottlenecks.
The Home Minister also noted that cross-border procedures on the Indian side have contributed to slower passenger movement. Tourists are currently required to exit with their luggage before completing certain formalities, a process introduced during the legislative election period in the Indian state of West Bengal.
Renovated Facility to Offer Improved Services
Authorities expect conditions to improve significantly once immigration operations return to the renovated building later this month.
Under the new arrangement, only the registration counter will remain at the pedestrian terminal. All other immigration services will operate from the upgraded ground-floor facility.
The renovated building includes several new amenities designed to improve visitor comfort and service efficiency, including:
- A dedicated waiting area
- Café facilities
- Mobile charging stations
- A small library
- Free Wi-Fi access
- Disability-friendly washrooms
Officials say these improvements are intended to create a smoother and more welcoming arrival experience for international visitors.
Expansion Plans Underway
Looking ahead, authorities are also planning to expand the pedestrian terminal. Additional land has already been secured for the project.
The expansion is expected to improve passenger flow and provide greater capacity as tourist arrivals continue to grow, particularly during peak travel seasons.
As Bhutan seeks to strengthen its tourism sector while maintaining high service standards, improvements at key entry points such as Phuentsholing will play an important role in ensuring a positive first experience for visitors travelling to Bhutan by road.
