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CBP'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:

Office of Public Affairs, Room 3.4A
U.S. Customs and Border Protection
1300 Pennsylvania Avenue, NW
Washington, DC 20229

Allegations of criminal or serious misconduct may be reported to the Joint Intake Center by telephone at 1-877-2INTAKE (1-877-246-8253), by email to, by fax to (202) 344-3390, or by mail to:

U.S. Customs and Border Protection
P.O. Box 14475
1200 Pennsylvania Avenue, NW
Washington, DC 20044

How to file a complaint? Please see the complaints section of the customer service section. (Complaints)