The department was voted the winner of the award for the World's Best Airport Immigration Service 2020 in the World Passenger Survey commissioned by Skytrax, an international specialist research agent of the air transport industry. This was the fourth time that the department had received the award after winning it in 2015, 2016 and 2019.

The department received the Skytrax Award for the World's Best Airport Immigration Service in 2020, winning the fourth time after 2015, 2016 and 2019.

HKIA is one of the busiest airports in the world. In 2020, 5.7 million landing and departing passengers used the HKIA.

The Airport Division has enhanced its performance pledge to clear 98 per cent of residents and 95 per cent of visitors within 15-minute waiting time. In 2020, all residents and visitors were cleared within 15-minute waiting time in the Airport.

To prevent the entry of undesirable persons and deter illegal migration activities, the Airport Division from time to time conducts spot checks on passengers in the arrival and departure halls, transit lounge, transfer areas and boarding gates. In 2020, a total of 19 persons were intercepted for investigation in the Airport for activities related to fraudulent passports and visas.

To provide greater convenience for departing visitors, self-service departure for visitors (Smart Departure) was launched at HKIA on 10 October 2017. The service was extended to other control points on 18 December 2017. Smart Departure employs facial recognition technology for identity verification, which allows eligible visitors holding electronic travel documents to perform self-service departure clearance through Smart Departure e-Channels without prior enrolment.

Courtesy and Compassion is one of the values of the department

To meet the demand for business aviation service, the Business Aviation Centre was set up to provide travel convenience for users of private or chartered aircrafts. Business travellers benefit most from the dedicated immigration clearance service provided on a user-pay basis. In 2020, a total of 3,600 aircrafts and 19,300 travellers and crew members used the centre.

The SkyPier, a cross-boundary passenger ferry terminal for transit passengers located at HKIA, provides direct air-sea link between HKIA and nine ports in the Pearl River Delta, namely Nansha and Lianhuashan of Guangzhou, Shekou and Fuyong of Shenzhen, Humen of Dongguan, Zhongshan, Jiuzhou of Zhuhai, Macao Maritime Ferry Terminal and Taipa. Transit passengers using the SkyPier services enjoy travel convenience at HKIA without having to go through immigration and customs formalities. There are a total of 77 participating airlines that provide check-in services at the SkyPier. In 2020, more than 170,000 arriving and 110,000 departing transit passengers made use of the SkyPier.

To further enhance the service, cross-boundary one-stop check-in services are available at Nansha, Lianhuashan, Shekou, Fuyong, Humen, Zhongshan, Jiuzhou, Macao Maritime Ferry Terminal and Taipa. Passengers can obtain their boarding passes and check in their luggage for direct transfer from ferries using the SkyPier to their designated flights at HKIA. Currently, there are 45 airlines participated in providing the service.

Visitors aged 18 or above who hold a valid HKSAR Travel Pass or APEC Business Travel Card with the economy code 'HKG' are able to enjoy self-service immigration clearance at HKIA. The frequent visitor e-Channel service has been extended to selected members of Frequent Flyer Programmes of designated airlines which have joined this arrangement and visitors (a) holding a valid travel document which does not require an entry visa / permit for entering Hong Kong; (b) having made visits to Hong Kong by air via HKIA for not less than three times in the 12 months immediately before enrolment; and (c) having no adverse record in Hong Kong.

Enrolled frequent visitors can use self-service immigration clearance at the HKIA.

The department implemented arrangements for the mutual use of automated immigration clearance services with Korea, Singapore, Germany, Australia and Thailand. All eligible visitors under the agreements may enrol for e-Channel service at the Immigration Tower, Airport or Macau Ferry Terminal Control Point.

As at 31 December 2020, 340,000 frequent visitors had enrolled for the service at the Airport Control Point. Over 5.82 million arriving and over 9.16 million departing visitors had made use of self-service immigration clearance.

A total of 61 multi-purpose e-Channels are installed at HKIA, with 26 at the arrival halls and 35 at the departure halls.

Lo Wu Control Point is the busiest land boundary control point in Hong Kong with the highest passenger traffic. In response to the developments of the COVID-19 pandemic, the Hong Kong Special Administrative Region (HKSAR) Government has suspended the passenger clearance services at the Lo Wu Control Point since 4 February 2020. In 2020, the passenger traffic at the Lo Wu Control Point was 5.46 million passengers, representing a decrease of 93 per cent as compared with that in 2019. Among them, 1.25 million were visitors, representing a decrease of 93.7 per cent over 2019.

The daily average passenger traffic at the Lo Wu Control Point before the suspension of passenger clearance services on 4 February 2020 was 160,000. During weekends or festive periods, the daily passenger figure could exceed 200,000. To cope with the huge passenger traffic during festive periods, the department arranged extra manpower from other sections to reinforce the Lo Wu Control Point. In 2020, all passengers were cleared within 30 minutes.

To expedite the clearance of cross-boundary students (CBS), there is a total of six designated e-Channels for CBS at the Lo Wu Control Point. In addition, there is a total of 181 multi-purpose e-Channels, with 96 at the arrival hall and 85 at the departure hall.

The Hung Hom Control Point provides clearance service for travellers taking through-trains to and from the Mainland. The daily 20 runs of through-trains to and from the Mainland serve Guangzhou and Changping of Guangdong province, and as far as Shanghai and Beijing. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Hung Hom Control Point since 30 January 2020. In 2020, the passenger traffic at the Hung Hom Control Point was 110,000, representing a decrease of 94.5 per cent as compared with that of 2019. During the year, all passengers were cleared within 30 minutes.

A total of 17 multi-purpose e-Channels are installed at the Hung Hom Control Point, with nine at the arrival hall and eight at the departure hall.

The Lok Ma Chau Spur Line Control Point is located at Lok Ma Chau Terminus (the Terminus) of the MTR East Rail Line and is another land boundary control point for railway passengers. There is a Public Transport Interchange adjacent to the Terminus to cater for cross-boundary passengers using franchised buses, public light buses and taxis. The control point is linked to the Futian Port of Shenzhen by a two-level passenger bridge.

In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Lok Ma Chau Spur Line Control Point since 4 February 2020. In 2020, the passenger traffic at the Lok Ma Chau Spur Line Control Point was 3.52 million, representing a decrease of 93 per cent as compared with that in 2019. During the year, all passengers were cleared within 30 minutes.

To expedite the clearance of CBS, there is a total of six designated e-Channels for CBS at the Lok Ma Chau Spur Line Control Point. There is a total of 106 multi-purpose e-Channels, with 50 at the arrival hall and 56 at the departure hall.

The Express Rail Link West Kowloon Control Point was officially commissioned on 23 September 2018. It adopts the 'co-location' mode of clearance arrangement, which allows passengers to go through both Hong Kong and Mainland immigration clearance inside the control point.

In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Express Rail Link West Kowloon Control Point since 30 January 2020. In 2020, the passenger traffic at the Express Rail Link West Kowloon Control Point was 980,000, representing a decrease of 94.2 per cent as compared with that in 2019. During the year, all passengers were cleared within 30 minutes.

A total of 51 multi-purpose e-Channels are installed at the Express Rail Link West Kowloon Control Point, with 22 at the arrival hall and 29 at the departure hall.

In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Lok Ma Chau Control Point since 4 February 2020. In 2020, the vehicle throughput at the Lok Ma Chau Control Point was 3.45 million, representing a decrease of 53.3 per cent as compared with that in 2019. Among these vehicles, private cars accounted for 250,000, representing a decrease of 91.9 per cent as compared with that in 2019. In addition, 1.62 million passengers travelled through the Lok Ma Chau Control Point, representing a decrease of 93.5 per cent as compared with that in 2019. Among them, 410,000 were visitors, which accounted for 25.3 per cent of the passenger mix, representing a decrease of 94.5 per cent as compared with that in 2019. During the year, all passengers were cleared within 30 minutes.

A total of 39 multi-purpose e-Channels are installed at the Lok Ma Chau Control Point, with 16 at the arrival hall and 23 at the departure hall.

The Man Kam To Control Point provides immigration clearance service for cross-boundary vehicles and passengers. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Man Kam To Control Point since 30 January 2020. In 2020, the vehicle throughput at the Man Kam To Control Point was 1.13 million, representing a decrease of 26.7 per cent as compared with that in 2019. In addition, 240,000 passengers travelled through this control point, representing a decrease of 93.3 per cent as compared with that in 2019. Among them, 90,000 were visitors, representing a decrease of 93.9 per cent over 2019. During the year, all passengers were cleared within 30 minutes.

A total of 18 multi-purpose e-Channels are installed at the Man Kam To Control Point, with nine at the arrival hall and nine at the departure hall.

The Sha Tau Kok Control Point provides immigration clearance service for cross-boundary vehicles and passengers. Passengers mainly travel between the Mainland and Hong Kong by coach, hire car or private car. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Sha Tau Kok Control Point since 30 January 2020. In 2020, the vehicle throughput at the Sha Tau Kok Control Point was 330,000, representing a decrease of 58.7 per cent as compared with that in 2019. In addition, 190,000 passengers travelled through the Sha Tau Kok Control Point, representing a decrease of 92.9 per cent as compared with that in 2019. During the year, all passengers were cleared within 30 minutes.

A total of 10 multi-purpose e-Channels are installed at the Sha Tau Kok Control Point, with five at the arrival hall and five at the departure hall.

The Shenzhen Bay Control Point is the first boundary control point adopting the 'co-location' mode of clearance arrangement, which provides immigration clearance service for both passengers and vehicles travelling between the Mainland and Hong Kong.

With the co-location arrangement, much time is saved as passengers conveyed by coaches will only have to get on and off the vehicles once instead of twice when going through immigration clearance at both immigration authorities within the Passenger Terminal Building. For each vehicular clearance kiosk, staff of both Immigration Department and Customs and Excise Department are housed in two closely adjoining compartments, facilitating the provision of one-stop immigration and customs clearance services to cross-boundary vehicles.

In response to the developments of the COVID-19 pandemic, the HKSAR Government has adjusted the operating hours of the passenger clearance services at the Shenzhen Bay Control Point with effect from 3 April 2020 until further notice. The operating hours of the Passenger Clearance Building and private cars' passenger clearance services are from 10:00 a.m. to 8:00 p.m. daily.

As announced in the Chief Executive's 2019 Policy Address, the operating hours of the Shenzhen Bay Control Point would be extended to 24 hours in order to cater for the needs of cross-boundary passengers. To further support the logistics flow between Shenzhen and Hong Kong to cope with the cross-boundary goods traffic in the early hours, and to tie in with the 'East in East out, West in West out' planning strategy, both the Shenzhen and HKSAR governments decided after discussions to extend the operating hours of cargo clearance to 24 hours at the Shenzhen Bay Control Point with effect from 10 December 2020. In view of the COVID-19 pandemic, the Shenzhen and HKSAR governments will consider when to implement round-the-clock passenger clearance at the Shenzhen Bay Control Point with regard to the pandemic developments of the two places.

The passenger throughput at the Shenzhen Bay Control Point decreased by 90.4 per cent from 38.5 million in 2019 to 3.7 million in 2020, including 1.3 million visitors, representing a decrease of 92.2 per cent as compared with that in 2019. During the year, 99.9 per cent of passengers were cleared within 30 minutes.

The vehicle throughput at the Shenzhen Bay Control Point was 1.83 million in 2020, representing a decrease of 60.3 per cent as compared with 4.63 million in 2019. Among these vehicles, 16.4 per cent were private cars, 82.7 per cent were goods vehicles and the rest were coaches.

A total of 63 multi-purpose e-Channels are installed at the Shenzhen Bay Control Point, with 24 at the arrival hall and 39 at the departure hall.

Hong Kong-Zhuhai-Macao Bridge Control Point was officially commissioned on 24 October 2018. It is the first land-boundary control point linking Hong Kong, Zhuhai and Macao. The boundary crossing facilities at the Hong Kong-Zhuhai-Macao Bridge Control Point adopt the 'separate locations' mode of clearance arrangement. The governments of the three places have set their own boundary crossing facilities within their respective boundaries. Facilities such as the Passenger Clearance Building and vehicle clearance kiosks at the Hong Kong Port provide immigration clearance service for cross-boundary passengers and vehicles respectively.

In response to the developments of the COVID-19 pandemic, the HKSAR Government has adjusted the operating hours of the passenger clearance services at the Hong Kong-Zhuhai-Macao Bridge Control Point with effect from 5 April 2020 until further notice. The operating hours of the Passenger Clearance Building (i.e. for cross-border travelling by cross-boundary coach and shuttle bus) are from 10:00 a.m. to 8:00 p.m. daily. The operating hours of the clearance service for private cars are from 6:00 a.m. to 10:00 p.m. daily while cargo clearance remains in operation 24 hours daily.

The department strives to enhance the efficiency of immigration clearance at control points with a view to help developing the "one-hour living circle" in the Greater Bay Area.

The passenger throughput at the Hong Kong-Zhuhai-Macao Bridge Control Point decreased by 91.5 per cent from 19.42 million in 2019 to 1.64 million in 2020, including 430,000 visitors, representing a decrease of 95.3 per cent as compared with that in 2019. During the year, all passengers were cleared within 30 minutes.

The vehicle throughput at the Hong Kong-Zhuhai-Macao Bridge Control Point was 300,000 in 2020, representing a decrease of 79.8 per cent as compared with 1.5 million in 2019. Among these vehicles, 41.7 per cent were private cars, 36.9 per cent were goods vehicles, 14.4 per cent were shuttle buses and 7 per cent were coaches.

A total of 88 multi-purpose e-Channels are installed at the Hong Kong-Zhuhai-Macao Bridge Control Point, with the arrival hall and the departure hall each installed with 44 such e-Channels.

The Heung Yuen Wai Boundary Control Point, which is the seventh land-based control point at the Hong Kong-Shenzhen boundary and located between the Man Kam To and Sha Tau Kok Control Points, is a boundary control point that offers 'direct access by passengers and vehicles'.

With the commissioning of the new control point, the 'East in East out, West in West out' planning strategy has been implemented for cross-boundary goods traffic between Hong Kong and Shenzhen, which helps relieve the cross-boundary goods traffic, hence facilitating the smooth and efficient operation of cross-boundary logistics.

Being the seventh land-based control point at the Hong Kong-Shenzhen boundary, the Heung Yuen Wai Boundary Control Point is a boundary control point that offers 'direct access by passengers and vehicles'.

There are 14 multi-purpose e-Channels and 9 traditional counters on each of the arrival and departure levels of the Passenger Terminal Building at the Heung Yuen Wai Boundary Control Point, providing immigration clearance services for passengers. Both the inbound and outbound routes on the podium of the first floor of the Passenger Terminal Building are installed with four clearance kiosks for private cars and two clearance kiosks for coaches. Moreover, nine goods vehicle clearance kiosks are provided for cross-boundary drivers on both the inbound and outbound clearance routes.

There are 14 multi-purpose e-Channels and 9 traditional counters on each of the arrival and departure levels of the Passenger Terminal Building at the Heung Yuen Wai Boundary Control Point.

In view of the COVID-19 pandemic, both Guangdong and Hong Kong have agreed to open the cargo clearance facilities for cross-boundary goods vehicles first on 26 August 2020.

From the commissioning of the Heung Yuen Wai Boundary Control Point to the end of 2020, the goods vehicle throughput at the control point was 55,270, with an average vehicular traffic flow of 432 goods vehicles per day.

To further assist CBS in travelling between the Mainland and Hong Kong, the department implemented the simplified clearance procedure for CBS at the Lok Ma Chau Spur Line, Shenzhen Bay, Lok Ma Chau, Man Kam To, Sha Tau Kok and Lo Wu Control Points. The procedure makes use of information technology and a portable device to enhance the immigration clearance process for CBS. In addition, the on-board clearance service now available at the Man Kam To, Sha Tau Kok and Lok Ma Chau Control Points has been further extended to the Hong Kong-Zhuhai-Macao Bridge Control Point since 2019 to provide speedier and safer clearance service for CBS. In view of the COVID-19 pandemic, the Education Bureau suspended most of the face-to-face of classes in the 2020/21 school year. The HKSAR Government will continue to discuss the resumption and arrangements of classes for CBS with the Mainland authorities in light of the pandemic developments.

One of the duties of the Harbour Control Section is to conduct immigration clearance on incoming and outgoing vessels at the two designated immigration anchorages, namely the Eastern Quarantine and Immigration Anchorage and the Western Quarantine and Immigration Anchorage. In 2020, the Harbour Control Section cleared a total of 156,061 vessels, representing a decrease of about 5.5 per cent as compared with 165,084 vessels in 2019.

The Ship Searching Unit conducts searches and spot checks on vessels in Hong Kong waters regularly to ensure that all incoming vessels comply with the immigration requirements.

Besides, the Harbour Control Section is responsible for handling cases concerning repatriation and emergency discharge of seamen, deserters, stowaways, etc. To step up post-entry enforcement measures, the Ship Searching Unit of the section conducts searches and spot checks on vessels in Hong Kong waters regularly to ensure that all incoming vessels comply with the immigration requirements.

The Ship Searching Unit expanded from four operation teams and one intelligence and logistics support team to six operation teams and one intelligence and logistics support team between September and November 2020. The operation teams are responsible for conducting searches and spot checks on vessels in Hong Kong waters to detect evasion of immigration examination cases, forgeries, illegal immigrants, overstayers, etc., with a view to tightening immigration control at sea and combating illicit immigration activities. The intelligence and logistics support team is responsible for the collection and analysis of relevant information and intelligence.

To facilitate the cargo and logistics industry, the Pre-arrival Clearance Scheme has been implemented for years. Approved vessels can proceed directly to berths or terminals for cargo operations without having to wait for immigration clearance at the anchorages. In 2020, a total of 19,620 ocean-going vessels and 50,787 Mainland river / coastal trade vessels were approved under this Scheme prior to their entry to Hong Kong.

The arrangement helps save much of the operational costs and time. It also helps develop and promote Hong Kong's position as a preferred international and regional transportation and logistics hub.

The Macau Terminal Section provides immigration clearance service for passengers travelling by vessels between Hong Kong and Macao or nearby ports of Guangdong Province, or by helicopters between Hong Kong and Macao at the Macau Ferry Terminal. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Macau Ferry Terminal since 4 February 2020.

In 2020, a total of 620,000 passengers travelled to and from Macao and some nearby ports of Guangdong Province via the Macau Ferry Terminal. The terminal was the busiest immigration check point among all harbour control points. The majority of the passengers were Hong Kong residents, with the number standing at 480,000, while the visitor traffic was 140,000. Before the suspension of passenger clearance services, the terminal operated round-the-clock with around 180 daily sailings between Hong Kong and Macao or the Mainland. There was also helicopter service between Hong Kong and Macao, with around 16 flights per day.

A total of 54 multi-purpose e-Channels are installed at the Macau Ferry Terminal Control Point, with 26 at the arrival hall and 28 at the departure hall.

The China Ferry Terminal Section provides immigration clearance service for passengers travelling by vessels between Hong Kong and the Mainland or Macao at the China Ferry Terminal. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the China Ferry Terminal since 30 January 2020.

In 2020, before the suspension of passenger clearance services, the China Ferry Terminal handled a daily average of 79 sailings between Hong Kong and Macao or the Mainland. In the same year, around 200,000 passengers were handled by the China Ferry Terminal Section, of which the visitor traffic was 84,000.

A total of 28 multi-purpose e-Channels are installed at the China Ferry Terminal Control Point, with 11 at the arrival hall and 17 at the departure hall.

The Tuen Mun Ferry Terminal Section provides immigration clearance service for passengers travelling by vessels between Hong Kong and the Mainland or Macao at the Tuen Mun Ferry Terminal through its Tuen Mun Ferry Terminal Sub-section. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Tuen Mun Ferry Terminal since 30 January 2020. Its River Trade Terminal Sub-section provides immigration clearance service for Mainland river or coastal trade vessels.

In 2020, before the suspension of passenger clearance services, the Tuen Mun Ferry Terminal handled a daily average of 10 sailings between Hong Kong and Macao. In the same period, 29,000 passengers were handled by the Tuen Mun Ferry Terminal Sub-section. The majority of the passengers were Hong Kong residents, with the number standing at 27,000.

A total of six multi-purpose e-Channels are installed at the Tuen Mun Ferry Terminal Control Point, with three at the arrival hall and three at the departure hall.

The River Trade Terminal Sub-section provides round-the-clock immigration clearance service for Mainland river or coastal trade vessels at the Tuen Mun Immigration Anchorage so as to relieve the heavy traffic at Ma Wan Channel and facilitate trade activities. In 2020, a daily average of 36 river vessels were cleared at the Tuen Mun Immigration Anchorage. The River Trade Terminal Sub-section also deals with repatriation and emergency discharge of seamen, deserters, stowaways, etc.

The Kai Tak Cruise Terminal Section provides immigration clearance service for passengers and crew members of cruise liners berthing at the Kai Tak Cruise Terminal, the Ocean Terminal and other anchorages, as well as Hong Kong-based passenger liners. In response to the developments of the COVID-19 pandemic, the HKSAR Government has suspended the passenger clearance services at the Kai Tak Cruise Terminal with effect from the afternoon of 5 February 2020.

In 2020, about 195 sailings of overseas and Hong Kong-based passenger liners with 140,000 passengers were handled by the Kai Tak Cruise Terminal Section. Moreover, a total of seven multi-purpose e-Channels are installed.