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Survey Shows Traveler Satisfaction at CBP's Top 20 Airports

Release Date: 
April 9, 2013

WASHINGTON, D.C.—U.S. Customs and Border Protection, working collaboratively with the travel industry and other government agencies, today announced the results of its latest customer satisfaction survey. The survey of more than 25,000 travelers, conducted between July and August 2012, at 20 airports, indicated that travelers had an overwhelmingly positive response regarding CBP's entry process.

"CBP has taken a proactive approach to ensure a welcoming environment for travelers, and promote travel and tourism while maintaining the highest levels of security and professionalism," said CBP Acting Commissioner Thomas S. Winkowski. "We will continue to work closely with airline carriers, airport authorities and the travel industry to identify and implement additional solutions and efficiencies to continue to improve the traveler experience."

As the primary agency charged with safeguarding our nation's borders, CBP continues to ensure the smooth facilitation of close to one million travelers who arrive at ports of entry each day:

  • More than 80 percent of travelers agreed that the entry process made them feel welcome to the United States.
  • More than 90 percent of travelers responded that CBP officers were welcoming, professional, helpful, efficient and communicative.
  • More than 80 percent of travelers agreed that waiting areas that are welcoming with clear, easy-to-follow layout and signage.
  • More than 85 percent of travelers felt that the entry process time was either short or reasonable.

In 2006, the Department of Homeland Security and the Department of State partnered to improve the arrivals process for travelers through the Model Ports initiative. Since the implementation of the initiative in 2007, CBP has been working to ensure that travelers find a welcoming environment including welcoming personnel, pertinent information, a pleasant environment and a streamlined CBP process upon entering the United States.

Advances in technology in the passenger processing environment, such as automation of the Form I-94, and increased participation in trusted traveler programs, such as Global Entry, help to make entry into the U.S. faster and more efficient for travelers.

CBP has experienced tremendous results with its Global Entry program, which allows expedited processing through the use of automated kiosks for pre-approved, low-risk travelers. Through innovative partnerships with the travel industry, airlines, airport authorities and foreign governments, CBP has grown the program to include more than 1.48 million travelers with Global Entry benefits and the kiosks have more than 4.3 million uses.

View the survey results here: 2012 Traveler Survey: Executive Summary.