Why Getting a Visa Has Become an Expensive Gamble for Many Kenyans

Former employees have alleged that staff at VFS Global centres in Kenya were encouraged to promote premium services to visa applicants, raising questions about how optional add-ons are marketed and sold.

Applicants visiting VFS Global centres are routinely offered premium services such as courier delivery of documents and SMS notifications. While these services are presented as optional conveniences, critics argue that they can take advantage of applicants seeking to avoid long queues and administrative delays.

According to a former employee who spoke anonymously, staff were trained to promote premium services aggressively. The former worker said employees were encouraged to present these options as almost essential, sometimes including them in quoted fees or suggesting they could reduce waiting times at the centres.

Staff who achieved strong sales figures were reportedly rewarded, creating incentives to increase purchases. The source said many applicants paid for the services to avoid spending hours in crowded waiting areas.

An investigation by Lighthouse Reports found that premium services have become an important source of revenue for VFS Global. The organisation's review of financial records raised concerns that applicants who could not afford the additional costs might face disadvantages. 

Its analysis suggested that the company has developed a significant financial dependence on these services, prompting debate about whether applicants are being pressured to spend more. VFS Global has rejected the allegations. 

The company said it operates under strict policies that prohibit coercion and misrepresentation and maintains zero tolerance for misconduct and fraud. It said that its financial results reflect improved efficiency and stronger government partnerships rather than improper practices. 

The company also challenged the findings of Lighthouse Reports, arguing that they relied on selective documents and unverified testimony. VFS Global maintains that all premium services are voluntary and clearly explained to applicants.

Some applicants describe experiences that differ from the company's account. Jemimah, who visited the Nairobi centre with her daughter in 2025, said she spent eight hours dealing with delays and inconsistent instructions. She recalled being told to obtain documents that were later deemed unnecessary and said her concerns were dismissed when she questioned the requirement. 

While waiting, she heard other applicants claim that faster service could be obtained by paying an additional 5,000 shillings. Jemimah said the experience highlighted how applicants can feel pressured when faced with lengthy procedures and offers of premium services.

The dispute raises wider questions about the outsourcing of consular services to private companies. Governments benefit from reduced administrative burdens and greater operational efficiency, but applicants may encounter systems in which convenience requires additional payment. For some Kenyans, this can mean choosing between long waits and extra costs.