We care about your experience with us, and we want you to have the opportunity to ask us a question, give us a compliment, or submit a complaint. The CBP Information Center handles all of these interactions, but if you have additional questions about how we process these inquiries please see below.
How CBP Handles Traveler Complaints
U.S. Customs and Border Protection currently has in place four primary programs to address and respond to customer complaints and compliments. They are the Passenger Service Representatives, Comment Cards, CBP INFO Center, and a program where port directors and supervisors personally respond to telephone and verbal complaints.
Model Ports Program
The Model Ports initiative is a collaborative effort among components within DHS, interagency government partners and key outside private and public stakeholders to end the negative perception and implement best practices for all aspects of the international arrivals process.
Our Pledge to Travelers
If you have a concern or need help understanding CBP regulations and procedures, ask to speak with the Professionalism Service Manager on duty. There are Professionalism Service Managers available to travelers on a full-time basis at selected international airports.
Department of Homeland Security Traveler Redress Inquiry Program (DHS Trip)
The Department of Homeland Security Traveler Redress Inquiry Program (DHS TRIP) is a single point of contact for individuals who have had difficulties during travel screenings at transportation hubs such as airports or U.S. borders.