Investigation Alleges VFS Global Pressures Visa Applicants Into Paying for Optional Services

A new investigation by Lighthouse Reports has alleged that VFS Global, one of the world's largest visa outsourcing firms, routinely pressures visa applicants into paying for optional value-added services during the application process.

The report, published in collaboration with 14 media organisations, said its findings were based on a year-long investigation involving hundreds of internal European Union documents obtained through freedom of information requests, financial records, analyses of customer receipts, and interviews with former VFS employees.

According to the investigation, VFS Global has become "notorious" for practices that allegedly encourage or compel applicants to purchase services that are intended to be optional. These services include late-arrival fees, VIP lounge access, SMS notifications, and courier delivery for passport returns.

The report noted that many of the affected applicants were from Africa, Asia, and the Middle East.

"Dozens of them told us they were pushed, misled or left with little practical choice but to pay extra fees to the company."

The investigation further alleged that some value-added services were added to customers' bills without their explicit consent.

"Most customers would just accept this," a former VFS employee in Kenya was quoted as saying.

Lighthouse Reports also disclosed that, revenue generated from these optional services has become a key part of VFS Global's business model. According to the findings, the company's profits increased fourfold between 2017 and 2024, with VFS reportedly attributing much of its profitability and future growth prospects to the sale of value-added services.

The report also claimed that VFS employees receive relatively low base salaries, while performance bonuses are linked to meeting monthly sales targets for additional services.

"A visa officer currently working at VFS in Nigeria said the bonuses for selling value-added services could amount to almost twice the base salaries of contractors," the report said.

In addition, the investigation alleged that some European governments were aware of what it described as persistent shortcomings in VFS Global's service delivery.

Responding to the allegations, VFS Global denied any wrongdoing, stating that "any suggestion that VFS Global's financial growth has been generated through improper conduct is false."