The Immigration and Checkpoints Authority (ICA) has looked into the feedback from Mrs Janet Lim Hong Eng ("Better service needed at airport immigration"; Forum Online, May 30) on her experience at Changi Airport Terminal 2.

We apologise to Mrs Lim and her husband for what happened during their immigration clearance process.

We have reminded our officers to be more mindful of and sensitive to travellers' needs.

The ICA remains committed to service excellence, while ensuring Singapore's checkpoint security.

We thank Mrs Lim for her feedback, and will strive to do better.

Ronnie Tan Ben Jee

Head, Public & Internal Communications

Corporate Communications Division

Immigration and Checkpoints Authority