The functioning of visa outsourcing giant VFS Global has come under scrutiny after more than 150 inspection reports by European authorities flagged multiple operational concerns at its centres across 20 EU member states between 2020 and 2025.

The reports, accessed by Netherlands‑based investigative newsroom Lighthouse Reports through over 40 Freedom of Information requests to the European Commission, the UK, and various EU governments, highlight issues ranging from weak handling of personal and biometric data to fake visa appointments, visa‑shopping practices, and inadequate communication about optional premium services.

The investigation, carried out in collaboration with media organisations including The Indian Express, also drew on interviews with nearly 150 applicants at VFS centres in Delhi and Mumbai, underscoring widespread concerns about the system.

Every year, more than a million Indians apply for Schengen visas that allow travel across 27 European nations, with demand surging since the pandemic amid rising incomes and growing appetite for international travel. At the centre of this process is Zurich‑ and Dubai‑based VFS Global, which handles applications for several European countries in India.

European inspectors noted that applicants’ biometric data and documents were, in some cases, stored on unencrypted compact discs and transferred insecurely between VFS offices and consulates.

Luxembourg’s embassy reported in a 2023 implementation review that biometric information was being transmitted through open emails whenever errors occurred during collection or transmission. Auditors also found that old CDs containing sensitive applicant information had not been destroyed despite shredders being available at the centres.

The reports additionally highlighted the growing problem of “visa shopping”, where applicants — often through travel agents — sought visas from countries perceived to have faster approval processes before travelling elsewhere within the Schengen area.

Luxembourg’s 2024 inspection report pointed to unusually high “no-show” rates at VFS centres in Ahmedabad, Chandigarh and Jalandhar and said authorities continued to encounter applications tailored to show Luxembourg as the destination even when another country was the real destination.

Fake appointment slots and forged employment contracts used for work visa applications were also detected. Luxembourg authorities observed a rise in fraudulent appointment bookings being sold by travel agents, along with fabricated employment documents submitted in support of national visa applications.

In Switzerland’s case, inspectors found that passports sent back as far back as 2020 were still lying at a VFS facility in New Delhi. Swiss auditors also criticised the company’s handling of fee reimbursements, remarking bluntly in one report that the refund process “does not work at all.”

A separate Schengen evaluation conducted in 2024 involving Germany and Poland reportedly concluded that certain aspects of VFS Global’s operations in India were not fully compliant with the European Union’s General Data Protection Regulation (GDPR), which governs the handling and security of sensitive personal information.

Swedish inspectors, meanwhile, raised concerns about privacy at VFS’s Mumbai office, noting that conversations between applicants and staff could be overheard because counters were separated only by low dividers. Another issue involved inadequate disclosure that premium services — such as lounge access, courier options and SMS alerts — were optional and unrelated to visa approval decisions

VFS Global has denied wrongdoing and maintained that its operations remain subject to continuous oversight by governments. The European Commission, responding to Lighthouse Reports, acknowledged growing dependence on external service providers and said its newly adopted EU Visa Policy Strategy aims to strengthen quality control and monitoring of such agencies.

VFS Global response

A VFS Global spokesperson said: “VFS Global is a trusted partner to governments worldwide. Given the nature of our work in visa administrative services, we operate under rigorous oversight across all markets, including for governments with some of the most stringent integrity and security requirements. For a quarter of a century, we have supported client governments in delivering secure and efficient visa services at scale, and our work is subject to regular competitive tender. We do not tolerate fraud, data misuse, or any conduct that falls below the high standards our clients and their applicants expect of us.

“Our optional value-added services are developed in consultation with, and approved and monitored by, our client governments. Whether applicants choose to use these services or not, they have no bearing on visa application decisions, which are solely a matter for governments. We are committed to ensuring that the optional nature of these services is clearly and consistently communicated at every touchpoint.” (Newswire/ Money Control)

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Global visa processing service, VFS Global, says it had communicated to the Office of the Auditor General in November 2024, offering to provide full support and any information which may be required for its special audit related to the online visa issuance system. 

VFS Global has issued a statement in response to recent media reports on the “Special Audit Report on the Online Visa Issuance Methodology of the Department of Immigration and Emigration”.

“GBS Technology Services & IVS Global FZCO (IVS-GBS), V F Worldwide Holdings Ltd (VFS Global), and the Department of Immigration and Emigration of Sri Lanka entered into an outsourcing Agreement dated 21st December 2023 for the provision of eVisa and other related services. As per the terms of this Agreement, VFS Global had a limited role as a technical partner with IVS-GBS as the prime contractor,” the company said. 

VFS Global further said that globally, VFS is deeply committed to transparency and integrity with all its client governments and has accordingly complied fully with the instructions of the competent authorities of Sri Lanka in good faith. 

“As soon as we came to know that an Audit was to be conducted, VFS Global addressed a communication to the Office of the Auditor General on 7th November 2024, offering to provide full support and any information which may be required. Although no response was received from the Office of the Auditor General on this communication, VFS remains committed to offering its full support to the Office of the Auditor General or any other relevant authority of the Sri Lankan government, as and when it is asked for,” the company added. (Newswire)

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Sri Lanka’s on-arrival visa system will continue until the court’s verdict is issued on the case filed against the visa issuance system, Minister of Public Security Tiran Alles said. 

Addressing the media yesterday, Minister Alles said that 12 additional counters have been established at the Katunayake Airport for this purpose.

Stating that queues were reported at the existing counters due to several flights arriving at the same time, the minister said as a solution, 12 more counters have been set up to issue on-arrival visas.

Minister Alles revealed that due to the interim order issued by the court against visa processing company VFS Global, measures are being taken to issue on-arrival visas to tourists for 30 to 60 days. 

The new visa issuance system by global visa processing service, VFS Global and its charges came under the spotlight after a local passenger had raised concerns over the process, with the video of the incident being widely circulated on social media.

A probe launched by the Committee on Public Finance (CoPF) also found that VFS Global had been picked without calling for official bids, resulting in the Department of Immigration and Emigration losing out on receiving competitive rates for visa issuance.

In July this year, three petitions were filed at the Supreme Court against Minister of Public Security Tiran Alles and the government against the VFS visa procedure. Opposition MPs Patali Champika Ranawaka, M.A. Sumanthiran, and Rauff Hakeem filed the three petitions. 

The lack of a proper visa issuance system has severely inconvenienced tourists visiting Sri Lanka, with long queues regularly reported at the visa counters at the Katunayake Airport.

In a bid to resolve the issue, earlier in September, the Cabinet of Ministers authorized President Ranil Wickremesinghe to implement visa-free access for 38 countries with immediate effect.

Foreign Minister Ali Sabry announced that the government has adopted Singapore’s streamlined ‘one-chop’ approach, where a visa or a visa extension is issued with just one official stamp or seal (‘chop’) on the applicant’s passport. (Newswire)

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A meeting convened by the Committee on Public Finance to inquire into the controversial VFS Global deal related to the new visa issuance process has been postponed again, due to the unavailability of the relevant government officials.

This was revealed by the Chair of the Parliament’s Committee on Public Finance (COPF), Harsha de Silva.

De Silva previously charged that officials from the Ministry of Public Security and the Department of Immigration and Emigration had avoided attending a scheduled inquiry on May 14 regarding the contentious new visa-on-arrival scheme.

The COPF Chair, taking to ‘X,’ said that the new date for the inquiry had been set for June 4.

“We’ve uncovered many details & will release everything after the final meeting. COPF is committed to exposing the truth behind the controversial GBS/IVS tender,” he said.  (Newswire)

#COPF meeting on #VFSfiasco postponed again due to Govt officials’ unavailability on May 28th. New date: June 4th. We’ve uncovered many details & will release everything after the final meeting. COPF is committed to exposing the truth behind the controversial GBS/IVS tender.

— Harsha de Silva (@HarshadeSilvaMP) May 25, 2024

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Officials from the Ministry of Public Security and the Department of Immigration and Emigration have avoided attending a scheduled inquiry by the Parliament’s Committee on Public Finance (CoPF) into the contentious new visa-on-arrival scheme.

CoPF Chair Harsha de Silva expressed strong disapproval of the officials’ conduct, stating that by informing the committee of their inability to participate at the last minute, they were disrespecting Parliament.

The officials were summoned before CoPF to inquire into the newly introduced visa issuance system by global visa processing service, VFS Global. The company and their charges levied to process visas were brought to the limelight after a Sri Lankan national at the Katunayake Airport was filmed raising concerns over the process, with the video of the incident being widely circulated on social media. (Newswire)

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The Committee on Public Finance (CoPF) has summoned the Secretary to the Ministry of Public Security and the Controller General of Immigration and Emigration to inquire about the controversial VFS Global deal related to the new visa issuance process, which has faced criticism from many.

Taking to ‘X’, CoPF Chairman MP Harsha de Silva said that the two officials have been summoned before the Parliamentary Committee tomorrow (May 09) ‘for a balanced inquiry into the ongoing visa fiasco’. 

“While it is customary for all public finance-related legislation to be routed through COPF, this strangely was not,” the MP revealed. 

The newly introduced visa issuance system by global visa processing service, VFS Global and its charges were brought to the limelight after a local passenger had raised concerns over the process, with the video of the incident being widely circulated on social media.

In the video, an agitated Sri Lankan national claimed that Indian companies who had taken over visa processing at the Bandaranaike International Airport were causing delays and levying extra processing fees. 

Responding to the incident and allegations, the Indian High Commission refuted reports of Indian companies taking over visa issuance at the Katunayake Airport, stating, “Any reference to India in this context is unwarranted.”

Minister of Public Security Tiran Alles, under whose purview the visa process falls, also acknowledged in Parliament this week that the decision to grant the process to global visa processing service, VFS Global was taken following Cabinet approval and that it was not processed through Parliament. (Newswire)

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VFS Global, under fire over the recent visa issuance controversy at the Bandaranaike International Airport, clarifies that it only manages non-judgmental and administrative tasks related to the Visa application process. 

Issuing a statement, the global technology service provider addressed concerns related to its employee carder, visa charges and data security. 

The company also stressed that the decision to grant or reject the visa is at the sole discretion of Sri Lanka’s Department of Immigration and Emigration.

Full statement :

VFS Global is a trusted partner to 67 client governments. It operates over 3,300 visa application centres in 151 countries and has processed over 285 million applications since its inception in 2001.

Headquartered in Zurich and Dubai and backed by majority shareholder Blackstone, along with the Swiss-based Kuoni and Hugentobler Foundation and EQT, VFS Global is committed to creating value for all stakeholders and leading in responsible, innovative solutions making government services more effective and efficient.

As the world’s leading outsourcing and technology service specialist, VFS Global embraces technological innovation including Generative AI to support governments and diplomatic missions worldwide. The company manages non-judgmental and administrative tasks related to applications for visa, passport, and consular services for its client governments, increasing productivity and enabling them to focus entirely on the critical task of assessment.

A technology-driven company, VFS Global continuously transforms its business model with secure and efficient processes, market offerings and advanced technologies including AI/Analytics. With a responsible approach to technology development, adoption and integration, the company prioritizes ethical practices and sustainability while serving client governments. VFS Global enhances cross-border mobility for global citizens through highly secure, reliable, efficient, and innovative technology solutions.

Data security is fully embedded in the design and functioning of its processes. The company fully adheres to the highest international standards, such as ISO 27001:2013, UK Cyber Essentials Plus, Spain National Cybersecurity Framework, Germany IT Grundschutz, etc. VFS Global has robust systems and controls in place and complies with various data localisation, privacy, and data protection laws, including GDPR.

VFS Global is also certified under ISO/IEC 27701:2019, an extension to ISO 27001 by TUV SUD, showing its adherence to the requirements and guidelines for a Privacy Information Management System (PIMS), and its responsibilities as a PII processor, in compliance with European GDPR.

• VFS Global in Sri Lanka

In Sri Lanka since 2004, VFS Global has been facilitating the visa application process for 23 governments including the UK, Australia, Canada, New Zealand, and Schengen countries such as France, Germany, Switzerland, Italy, Norway, Austria, Latvia, Hungary, Croatia, Malta, and Greece. VFS Global operates six visa centres located in Colombo and Jaffna and employs over 123 Sri Lankan nationals. Since 2004, VFS Global Sri Lanka has processed over 3.2 million applications.

• Launch of the new Sri Lanka E-Visa platform

The Department of Immigration & Emigration (DI&E) has signed a tripartite contract with GBS Technology Services & IVS Global FZCO being the prime contractor and VFS Global being the technology partner for the Sri Lanka government’s new E-Visa solution. www.srilankaevisa.lk.

VFS Global manages non-judgmental and administrative tasks related to the application process only. The decision to grant or reject the visa is at the sole discretion of the Department of Immigration and Emigration.

It currently employs a total of 66 Sri Lankan nationals and the number is expected to increase to over 100 Sri Lankan nationals shortly.

VFS Global has experience offering its digital E-Visa platform to 12 governments including Thailand, Dubai, Equatorial Guinea, Azerbaijan, Suriname, amongst others.

As part of the digital transformation and modernisation of the visa system, the government of Sri Lanka decided to adopt VFS Global’s digital platform for its E-Visa and Visa-on-Arrival process. The objective is to make the process seamless to aid increased tourism and investment opportunities.

Travellers (visa applicants) can choose from 17 non-resident visa categories ranging from one month to 10 years. The process is online, which brings convenience to applicants. Additionally, travellers can use the dedicated contact centre that provides 24/7 support in five languages namely English, Tamil, Russian, Mandarin/Cantonese and German. This will be expanded to other languages based on the requirement.

The solution is offered through a user-pay model, at no cost to the government. All investments related to technology, infrastructure and staff are borne by the company.

The total service fee approved by the Cabinet is US$ 18.50 across all visa categories. Payment processing charges and applicable local taxes are in addition to the service fee.

The government benefits from increased efficiencies and transparency in managing the complete process and improved resource utilisation.

• Tourism Promotion

VFS Global is committed to promoting Sri Lanka globally through a detailed marketing plan working closely with Sri Lanka Tourism. This is to achieve growth in inbound arrivals from the source markets utilising its global network as per the vision of the government to achieve 5 million tourist arrivals in Sri Lanka.

The promotion of Sri Lanka tourism will be comprehensively carried out through the new E-Visa platform.

VFS Global will leverage its extensive network and will predominantly target India, Russia, the UK, Germany, China, Australia, France, the USA, Canada, Maldives, the Netherlands, Spain, Switzerland, Italy and Japan which contribute to approx. 80% of tourist arrivals.

Plan includes:

Roadshows and travel trade engagements in key locations to highlight Destination Training & Webinars, B2B newsletters and promotion of new itineraries.

Media Engagements promoting Sri Lanka via trade travel media, public relations and promotions in B2B Trade magazines.

Promotion through VFS Global digital platform and the Visa Application Centres.

Publicity through Display Advertising, Digital Standees, Roll-ups, Brochure/ Flyer placements and on corporate websites.

Social media marketing and online advertising to increase destination awareness and visibility.

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