VFS Global, the world's largest visa processing outsourcing company, is being accused of malpractices including aggressive upselling of premium services, severe data privacy vulnerabilities, and the systemic exploitation of visa applicants.
VFS upselling value-added services VFS, which was founded in 2001 by Zubin Karkaria, is now a multi-billion-dollar company that holds visa outsourcing contracts with 71 governments worldwide.
The company is accused of exploiting its near-monopoly in EU visa processing to sell 'value-added services’.
What VFS Global said Responding to the report, A VFS Global spokesperson said: “VFS Global is a trusted partner to governments worldwide.
“Our optional value-added services are developed in consultation with, and approved and monitored by, our client governments.
VFS Global, the world's largest visa processing outsourcing company, is being accused of malpractices including aggressive upselling of premium services, severe data privacy vulnerabilities, and the systemic exploitation of visa applicants. A year-long investigation by the investigative journalism organization Lighthouse Reports has found that the Dubai-based company built an adjacent business around selling add-ons such as SMS updates, courier return services, and access to premium lounges.
VFS upselling value-added services VFS, which was founded in 2001 by Zubin Karkaria, is now a multi-billion-dollar company that holds visa outsourcing contracts with 71 governments worldwide. The company is accused of exploiting its near-monopoly in EU visa processing to sell 'value-added services’.
“Staff are typically paid low base salaries and awarded bonuses contingent on meeting monthly sales targets for value-added services, creating perverse incentives to sell,” the investigation found.
Allegations of bribery It also found that customers are exposed to bribery at the hands of both external agents and even VFS staff for processing and visa interview slots. One such instance involved Vrinda, a 71-year-old woman from Pune, who was applying for a visa to visit her son in Belgium and meet her new granddaughter.
But due to torrential rain, she was late by 15 minutes for her appointment. But the VFS officer told her she had two choices: Go home and book another appointment, or pay around ₹40,000 for the company’s premium service.
“They said no, you can come back another day or pay. I was quite shocked,” Vrinda was quoted as saying in the report. “But whatever they told me, I had to follow.”
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Staff encouraged to sell added-value services Such practices are not limited to VFS in India. Former staff in several countries revealed that they put such added-value services onto customers’ bills without their consent. “Most customers would just accept this,” an ex-employee of VFS in Kenya said.
A visa officer currently working at VFS in Nigeria said the bonuses for selling value-added services could amount to almost twice the base salaries of contractors.
Data privacy concerns Beyond the unethical upselling of premium services, the investigation also unearthed more concerning practices by VFS Global, including weak handling of personal and biometric data to fake visa appointments and visa-shopping practices.
Lighthouse Reports also claimed that it obtained leaked reports from the European Commission’s own diplomatic service which revealed EU governments are aware of consistent deficiencies in VFS’s service.
What VFS Global said Responding to the report, 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.”
