— the government has announced upgrades and digital improvements
RENUKA RAI | Thimphu
Bhutan’s main land gateway at Phuentsholing is undergoing significant upgrades and operational changes following recent congestion that highlighted rising pressure on immigration infrastructure amid increasing tourist arrivals. While authorities are moving ahead with renovation and expansion plans, stakeholders say the incident has also exposed the need for stronger digital systems and improved crowd management at the country’s busiest entry point.
The issue came under attention after severe overcrowding was witnessed on May 24 at the Phuentsholing Pedestrian Terminal. Long queues formed at tourist immigration counters, and images and videos circulating on social media quickly drew public concern over delays and processing capacity during peak travel hours.
The matter was also discussed in the National Assembly on 5 June during a Question-and-Answer session, where MP from Lamgong–Wangchang Constituency Sonam Tashi sought clarity on the causes of congestion and the government’s response from the Home Minister.
Responding to the issue, Home Minister Tshering said the congestion was caused by unusually high tourist arrivals combined with operational and infrastructural pressures rather than staffing shortages or inefficiency.
He said “On May 24 alone, 2,149 tourists entered Bhutan through Phuentsholing, which created significant pressure on immigration counters”. According to data from the Regional Immigration Office, 1886 walk in tourists required full immigration processing on that day. “Between May 17 and May 24, a total of 9,449 international tourists entered through the same gateway, making it one of the busiest periods of the season. During this time, the terminal also processed 60,326 total movements, including 55,054 Bhutanese nationals, which added further load on the system.”
Lyonpo Tshering added “Tourism is one of the most important contributors to our national economy. The increase in arrivals benefits taxi drivers, guides, hotels, and small businesses that depend on tourism. During the same period, tourism-related collections reached approximately Nu 94.8 million (94 lakh 80 thousand), which is higher than usual.”
Lyonpo also noted that congestion was intensified by temporary relocation of immigration counters due to renovation work, along with the high number of walk-in tourists who required manual processing, including document verification, Sustainable Development Fee (SDF) payments, and guide arrangements.
Procedural requirements on the Indian side, where tourists are required to exit with luggage before completing formalities, were also cited as contributing to slower movement at the terminal.
Tourism professionals say that beyond infrastructure limitations, digital inefficiencies and communication gaps are also affecting the visitor experience.
Tour guide Ashish Rai said “The main challenges are limited counters, uncontrollable crowds due to insufficient staffing, and occasional biometric system failures because the system is not fully automated.”
He added “Sometimes when we return from a tour, we find that entry and exit procedures have changed, and we are not always informed in time.”
He said tourists often face waiting times of two to three hours during peak seasons “Guests come to Bhutan with limited time. When they are stuck in queues for hours, they miss planned sightseeing activities, especially since most sites close by 5 p.m.”
He further noted that delays affect not only itineraries but also the relationship between tourists and guides “First and last impressions matter in tourism. When guests are frustrated due to delays, they sometimes blame guides even though the issue is system-related.”
He also stressed the need for digital upgrades “Tourism counters need more space and a fully digitized system to ensure smooth flow. Otherwise, both the reputation of guides and the visitor experience are affected.”
Tour guide Pema Yeshi echoed similar concerns, highlighting delays and weak connectivity as major operational issues. He said “Delay in processing and limited counters are the main problems. During peak times, we often wait around two to three hours.”
He added that such delays often force schedule adjustments “I have to manage time carefully and sometimes leave sightseeing for another day because of delay”. He also pointed to system instability and poor connectivity “Slow system and weak internet are the biggest problems I have experienced. Sometimes tourists become frustrated due to the slow network and long waiting time.”
He said congestion and delays can also affect guides’ professional reputation “Sometimes tourists become frustrated and give negative feedback about timing. This affects guides even though the issue is due to system limitations.”
Authorities have announced a series of immediate and long-term measures to improve efficiency and reduce congestion at the Phuentsholing entry point.
From next month, immigration processing counters will be relocated back to the newly renovated ground-floor immigration facility. Only the registration counter will remain at the pedestrian terminal, while other services will shift to the upgraded building.
The renovated facility will include improved infrastructure such as a dedicated waiting area, café, charging points, free Wi-Fi, a small library, and disability-friendly washrooms. These upgrades are intended to improve both efficiency and visitor comfort during peak arrival periods.
In addition, plans are underway to expand the pedestrian terminal using already secured land. The expansion aims to improve passenger flow, reduce bottlenecks, and better manage increasing tourist volumes during peak seasons.
Phuentsholing remains Bhutan’s most important land entry point for international tourists and forms the first impression of the country for many visitors.
As Bhutan continues to position itself as a high-value tourism destination, the efficiency of border processing is increasingly seen as critical to maintaining visitor satisfaction and protecting the country’s tourism reputation.
With renovation works nearing completion, digital improvements under discussion, and expansion plans in place, authorities hope the entry experience will soon become faster, more organized, and more reflective of Bhutan’s tourism standards balancing rising demand with smooth service delivery.
The minister said that the ministry is making digital and easy processes through online visa and permit processing systems to improve efficiency and facilitate a smoother entry process for tourists.
