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U.S. Customs and Border Protection's Pledge to Travelers

  • We pledge to cordially greet and welcome you to the United States.
  • We pledge to treat you with courtesy, dignity, and respect.
  • We pledge to explain the CBP process to you.
  • We pledge to have a supervisor listen to your comments.
  • We pledge to accept and respond to your comments in written, verbal, or electronic form.
  • We pledge to provide reasonable assistance due to delay or disability.

If you have a concern or need help understanding CBP regulations and procedures, ask to speak with the passenger service representative on duty. There are passenger service representatives available to travelers on a full-time basis at selected international airports. The representatives’ major purpose is to help travelers clear CBP. Photos of the passenger service representatives are posted wherever the program is operating, to make it easy for you to recognize them if you need assistance.

If you have any questions about CBP procedures, requirements, or policies regarding travelers, or if you have any complaints about treatment you received from CBP officers or about your CBP processing, please write to:

CBP INFO Center
Office of Public Affairs – MS1345
U.S. Customs and Border Protection
1300 Pennsylvania Avenue, NW
Washington, DC 20229
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