On flight NZ172 from Cairns my family and I were given ‘Express clearance’ cards by the purser. We understood that using these would expedite the clearance process through Immigration. We were sitting in row 6 of the A320 aircraft and were able to make our way promptly to Immigration. All entrances seemed to have relatively long lines, but we assumed the ‘Express’ lane would be fastest.

While we waited we counted one officer on duty for the ‘Express’ lane and four for all the other lanes. It was difficult to judge the relative speeds of the lines, but the ‘Express’ line was moving very slowly. During our wait an officer advised people behind us to try the ‘Other Countries’ line. We decided not to move because it would have involved joining the end of the existing lines.

When we were finally cleared we were so late that by the time we reached baggage claim the conveyor belt had actually stopped, and we were also the last to have our baggage x-rayed at Inspection point B.

1 Why offer an ‘Express’ lane when it offers no advantage to travellers?

2 Is there no-one on the spot in charge of this operation who can take ownership of problems, think on their feet, and reallocate staff? It would seem to me that there should have been at least two officers handling ‘Express’ arrivals, and when they were finished they could have handled passengers in the main lanes.

3 An excuse of limited resources would not wash with me given the amount of taxes air travellers have to pay for airport processing.

I really couldn't care less about whether there is an Express lane or not, as I don't believe status on an airline should give people priority to government-provided travel services, but why provide it when there is no commitment or ongoing plan to operate it effectively?