Investigation launched into claims of improper treatment of deaf traveller

Investigation launched into claims of improper treatment of deaf traveller by Immigration

Authorities have begun an investigation into reports that Immigration officers behaved unprofessionally toward a hearing-impaired visitor at Piarco International Airport earlier this week.

A video circulating online shows U.S. citizen Shontice McKenzie describing her encounter with an Immigration Officer. She said she struggled to understand the officer at the counter, and when she explained that she was deaf, he allegedly responded mockingly, telling her, “I’m deaf too, and you don’t see me having any issues or yelling.”

According to McKenzie, another officer eventually stepped in to help with communication, but she was repeatedly told to sit down during the process. She said the experience left her feeling disrespected and questioning why she would return to Trinidad and Tobago if this is how visitors are treated.

In a statement issued yesterday, the Ministry of Homeland Security confirmed that Minister Roger Alexander, Permanent Secretary Videsh Maharaj, and Deputy Chief Immigration Officer Alicia Acre-Youksee held a virtual meeting with McKenzie, during which she detailed what took place.

The Ministry said Alexander and Maharaj expressed regret and apologised to McKenzie, emphasising that Immigration officers play a key role in shaping visitors’ first impressions of the country.

They stressed that officers must uphold values of dignity, respect, and hospitality—especially when assisting travellers with disabilities or special communication needs.

The Ministry said a formal investigation has begun, and if misconduct is confirmed, disciplinary measures will be taken under Public Service Regulations.

Minister Alexander also announced plans to roll out improved customer-service training and sensitisation programmes, with a focus on better supporting persons who are differently abled.