A visiting American family has triggered widespread discussion online after sharing a video describing what they called the “worst immigration experience” while attempting to extend their tourist visa in Sri Lanka
The Hutchinson family posted the vlog-style clip on TikTok, documenting their visit to the Department of Immigration and Emigration in Colombo. The video has since gone viral across platforms, including X and Facebook.
Online system failure led to office visit
According to the family, their trouble began when they tried to extend their 30-day tourist visa online. They claimed the official website repeatedly malfunctioned, leaving them with no option but to travel in person to the Colombo immigration office.
In the video, the father narrates the day directly to the camera, explaining that they arrived early, queued outside the building and collected a token, only to wait for nearly three hours inside what he described as “absolute chaos”.
‘No clear instructions, overcrowding’
The family alleged that the process was marked by a lack of clear instructions, people cutting ahead in queues, staff shouting, and officials being largely unhelpful. The man also claimed that one staff member remained on their phone while visitors waited to be served.
He said the conditions inside the office were uncomfortable, citing overcrowding, poor ventilation, and distressed children — including their own — crying amid the confusion.
Despite eventually paying the required fees and securing the visa extension, the family described the experience as the most frustrating they had encountered in any country.
Praise for country, criticism for administration
The father was careful to separate the experience from his overall impression of the country. “We’ve been loving Sri Lanka — it’s been absolutely amazing,” he said, praising its natural beauty and friendly people.
However, he added that such administrative issues could discourage tourists from staying longer. “Sri Lanka, you’ve got to sort this out if you want more tourists staying longer,” he said in the video.
His wife briefly appears, describing the process as “awful” and “so stressful”.
Video sparks wider debate
The clip ends with the family outside the building, visibly relieved but warning other travellers to be prepared for delays. The video’s rapid spread has sparked debate online, with some users sharing similar experiences, while others defended Sri Lankan officials, citing staffing pressures and high tourist volumes.
The incident has once again highlighted how visa processes and public-facing services play a critical role in shaping a country’s tourism image, especially as Sri Lanka seeks to strengthen its post-crisis travel sector.