What does a country owe you when its customs agents give you the once-over at the border, even though you’re completely innocent of any criminal activity? Should it refund your vacation?
That’s the question Regina Hutchings, a social worker from Media, Pa., wants Bermudan officials to answer. Last month, Hutchings decided to take a last-minute trip to the island. The experience quickly turned into a classic vacation from hell.
When I got to customs, they checked my bag and did a hand swab test. They claimed this machine indicated I had one bar to state that I was exposed to cocaine. As a social worker and instructor, I have never used illegal substances in my entire life.
From out of nowhere, the dog came and I screamed. The dog sniffed at my suitcase and barked once returning to one of the officers. One of the women officers went to speak with a male customs officer for about ten minutes. She returned and stated, I had to go through a body search due to one bar showing up on the machine.
Two women officer took me to a room, asked personal questions down to my social security number and I had to remove my clothing.
You know what’s next. Yes, the cavity search. I’ll spare you the details.
Needless to say, the experience left Hutchings traumatized.
I was frightened and scared since I was alone in an unfamiliar country. This was my first time as a tourist in Bermuda and using my passport.
They found no drugs and offered no apology. I asked them why I was singled out and they refused to answer my questions.
Hutchings wrote to the Bermudan prime minister, asking for an apology and a refund of the $1,500 for the vacation she was unable to enjoy as the result of her dehumanizing treatment at the hands of customs inspectors.
A short while later, she received the following response from W. Fostine-DeSilva, collector of customs.
While I understand how upsetting your interaction with our staff was and that the process is intrusive in nature it is important that you understand that the processes in place are congruent with internally accepted “best practice” for dealing with the examination of international travelers.
As to her request for a refund:
I regret that I am not in a position to commit to any kind of payment for damages as you suggest. It is my view that the search was lawful, approved by the manager on duty and based on information that was communicated to you.
As far as responses from government officials go, this one is better than average. If this had happened to Hutchings in the states, she would still be waiting for an answer.
There is no precedent for a country refunding someone for their vacation — at least none that I’m aware of. But Bermuda could have apologized to her in writing. Those don’t cost it anything.
For a country that is so dependent on tourism, a simple “we’re sorry” would have gone a long way to making Hutchings feel better about what was clearly a difficult and in the end, unnecessary, experience.
Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.
Elliott is consumer advocate 
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