All is not well at Moscow’s Sheremetyevo II international airport, according to more than 1,100 irate respondents to this month’s Russia Journal reader survey on the subject.

Many of those who fly in and out of Sheremetyevo have a lot to grumble about, with complaints ranging from dissatisfaction with the airport’s general untidiness to anger over long lines at passport control.

In a bid to dig deeper, we interviewed Major Gen. Vladimir Krysanov, head of the Moscow border-control unit, whose slow passport-processing procedure was the cause of most of the complaints.

THE RUSSIA JOURNAL: The most common complaint about Sheremetyevo II is that less than half of the passport-control booths are open regularly. What is the reason for that?

VLADIMIR KRYSANOV: First of all, from spring to fall this year, we restructured our work because a new computer-based system of document control was installed at Sheremetyevo II. It will enable us to serve passengers more efficiently. The number of passengers at Sheremetyevo II has increased from 8 million or 9 million in previous years to 11 million this year. The installation required significant personnel training. It takes time to teach a booth officer to use this system.

RJ: So, there are not enough passport-control officers who can use this system.

VK: Currently, we do have enough people, but it took time to train them.

RJ: Is the border-control unit stationed at Sheremetyevo II fully staffed?

VK: No, and this is another reason why we can’t always keep all the booths open. There area surrounding Sheremetyevo II has a well-developed infrastructure that includes plants such as Pepsi-Cola and several stores. These companies, as well as private companies located at Sheremetyevo II, have basically taken all human resources from the neighborhood. Certainly, they offer much more attractive salaries than we can.

RJ: How much does a booth officer make?

VK: Between 1,500 rubles and 2,000 rubles a month. Of course, people try to find jobs elsewhere before they approach us. But we have very strict selection criteria, and we normally take only one of every 10 applicants.

RJ: Is there any chance of raising the salaries of passport-control officers?

VK: This question should not be addressed to me. It should be addressed to the government and the president. We cannot do anything about it.

RJ: Who financed the installation of the new document control system?

VK: The Federal Border-Control Service and the Foreign Ministry.

RJ: How much did it cost?

VK: I don’t have this information. And I don’t really want to know that. What I am concerned about is having that system installed. It will speed up passing through passport control.

RJ: How is the relationship between the border-control service and the Sheremetyevo II management? Are there any conflicts?

VK: For a conflict to emerge there should be grounds. There aren’t any conflicts, but there are issues that need to be solved between the border troops and the airport. Among such issues are the reconstruction of the airport, the distribution of passenger flow, and improvement of the schedule. And there has been an understanding between us and the airport on these issues.

We have a common approach that is needed to deal with the record-high flow of passengers that we have experienced this year. This is why people have to stand in long lines, especially in the arrival area. Last year, the schedule was more convenient. All major flights left from 7 a.m. to 1 p.m. and there was a major arrival time from about 3 p.m. to 10 p.m. That was like two shifts and I could maneuver my staff. But last summer, flights left almost unceasingly from 6 a.m. or even 5 a.m. to 7-8 p.m. At the same time, starting from 3 p.m. many planes landed, and I didn’t have much flexibility with the staff. We had to use reserves, and thanks to that we were able to more or less cope with the flow of passengers.

RJ: Why are there fewer problems at the new terminal at Domodedovo?

VK: The answer is simple. At Sheremetyevo II we have more than 100 passport-control booths, and at Domodedovo there are only 20. Also, the infrastructure in the neighborhood of Domodedovo airport is not as well developed, and people have fewer employment options, so they can fill the vacancies easier. There are almost no vacancies there at the moment.

RJ: What proportion of vacancies at the Sheremetyevo II passport-control service are not filled at the moment?

VK: About 30 percent. It’s true that we are understaffed, but I should also emphasize that during this difficult period – because of terrorist attacks – we have to be more careful checking passengers’ documents, trying to stop people who might have terrorist connections and could take part in terrorist attacks on Russian territory or in Europe. Also, we have to deal with illegal immigrants, and this is why we must carefully check every passenger’s documents which probably takes more time.

RJ: Passengers also complain of a lack of line management at Sheremetyevo II.

VK: This is not within the scope of our responsibilities. This is something that the arriving airline should take care of. And as far as I know, personnel of many Western airlines accompany their passengers to passport control, and Russian companies, especially those operating charter flights, should also do it. We often have to ask airport police officers to make sure that passengers arriving on charter flights don’t jump the line.

RJ: What other problems are you facing at Sheremetyevo II?

VK: It is time to revamp the airport. The departure area is dim and small, not commensurate with the number of passengers using the airport. We are getting many complaints about passengers having to wait for a long time at passport control. But we’re trying to take steps to improve the situation. We’ve changed our staffing guidelines. Previously, about 80 percent of our passport-control officers were women, but now we’re trying to hire more men, and I hope that by early February several dozen young men will join us. And we hope to be 90 percent staffed by April, when the summer flight schedule becomes effective.

RJ: What incentives are you creating for young men if you can’t offer attractive salaries?

VK: We will give them good future prospects. We’ll target those who failed to enter universities and will train them and also allow them to get a higher education at border-control institutions or at any other Moscow-based universities. Future prospects, not the current salary, will be the main incentive.

RJ: How many VIP booths are there at Sheremetyevo II? Who makes decisions on who is entitled to VIP passport control?

VK: There are only two VIP booths, one in the arrival area and the other in the departure area. We don’t make any decisions – it’s all done by the airport authorities.

RJ: Several tourist companies offer express passport control for about $100. How is that possible?

VK: There are all kinds of people at Sheremetyevo II, including criminals, who try to make money on anything at the airport. I am not sure that it will necessarily go as smoothly as they promise. This is all dubious. They may be just scam companies that rip clients off and disappear with the money, so I wouldn’t recommend anyone to use their services. Or, they might have access to the airport VIP service. We don’t receive any money for checking VIP passengers’ documents.

RJ: Is it possible that some of your staff could accept money from some companies or private individuals for speedy passport-control procedures?

VK: I don’t think so. We control this very strictly, and no one would take that risk. But I don’t rule out that some tourist companies might use passport control services as a cover and say to their clients something like: "We have settled everything with border control, and all you have to do is pay us."

Readers' suggestions for Sheremetyevo-II

• A fast lane to the airport on Leningradskoye Shosse
• Better lighting and standards of cleanliness
• A line management system in arrivals
• Opening of all passport booths
• Free luggage trolleys
• Facilities for the disabled and mothers with babies
• Prominent display of customs regulations