Questions raised over VFS visa centre’s functioning in Europe

Several concerns have been raised about the functioning of VFS Global visa centres in Europe, following an investigation by Netherlands-based non-profit newsroom Lighthouse Reports, conducted with media partners across 11 countries, including The Indian Express, Der Spiegel and Le Monde.

VFS Global, which processes Schengen visa applications for more than a million Indians every year, is the world’s largest visa outsourcing company.

The investigation reviewed around 150 inspection reports from VFS Global-operated visa centres across 20 European Union (EU) member states. The findings highlighted issues related to data security, appointment management, and customer services.

Inspectors reportedly found that applicants’ biometric data was stored on unencrypted devices and, in some cases, shared through unsecured email systems. This raised concerns about the safety and protection of sensitive personal information.

The reports also pointed to widespread ‘visa shopping’ by travel agents. In these cases, visa applications were submitted through EU countries that offered faster approvals instead of the traveller’s actual destination. Officials also noted high no-show rates for visa appointments in some cities.

Investigators further found cases where agents allegedly sold fake appointment slots and provided forged employment documents to support work visa applications. However, the reports noted that these activities were mainly linked to third-party agents and not directly to VFS Global.

Another issue highlighted in the reports was that some applicants were not clearly informed that additional services, such as premium lounge access, courier delivery and SMS updates, were optional and could be declined.

Responding to the investigation, VFS Global reportedly rejected the main findings and defended its operations. The company said that all value-added services are clearly marked as optional and stated that fake appointment bookings are largely caused by factors beyond its direct control.

“VFS Global is a trusted partner to governments worldwide. Given the nature of our work in visa administrative services, we operate under rigorous oversight across all markets, including for governments with some of the most stringent integrity and security requirements. For a quarter of a century, we have supported client governments in delivering secure and efficient visa services at scale, and our work is subject to regular competitive tender. We do not tolerate fraud, data misuse, or any conduct that falls below the high standards our clients and their applicants expect of us," said the company spokesperson.

“Our optional value-added services are developed in consultation with, and approved and monitored by, our client governments. Whether applicants choose to use these services or not, they have no bearing on visa application decisions, which are solely a matter for governments. We are committed to ensuring that the optional nature of these services is clearly and consistently communicated at every touchpoint,” they added.

The findings have sparked fresh discussion about transparency, data protection and the visa application process for travellers around the world.