Contact Support

For the first time we tried to use the Mobile Pass to bypass the long lines and expedite check out at US Customs. While waiting for our baggage tag number to be called while still on the ship, we logged into the app, answered the questions, submitted the information and received our confirmation. After we picked up our luggage we followed the signs for the Mobile Pass and were let into a separate line that led to 2 Mobile Pass Lines. While in line we found several parties that did not have the Mobile Pass which explained why it was taking so long. The representatives that were directing people into open Custom Lines kept sending regular passengers into the Mobile Lines. When we got to the front of our line the lady told us to go to a different line and we told her we had Mobile Pass and she said it didn’t matter and to just go where she told us (she was a bit rude about it). So we did and when we got to the Line we asked the lady at that line if they could scan the Mobile Pass and she said she didn’t know. We got up to the Agent and he said he didn’t have a scanner and just checked our regular passports and we finally finished. I think this is a great idea, but the process did not work and the employees working the lines had no idea how it was supposed to work either. They just wanted to get people thru the lines as fast as possible. I gave this 1 star because there isn’t an option for no stars.

I downloaded the passport app and added my wife’s and my passport information for our trip to Europe. It proved to be pretty useless when flying into Newark. When first showing our passports, it was just as easy to hand over our passports as my phone. When going through customs we still had to wait in line, and it was unclear if we could have skipped the machines where we scanned our passports and answered the usual five questions about what we were bringing into the country. Maybe we could have and it would have saved a little time. We then had to wait in line again with everyone else prior to getting our bags. People with mobile passports had to go off to the side after getting to the front of the line and it seemed to take them longer to get through, so we opted to use the slip of paper printed by the machines. So, we ended up not using the app at all and it doesn’t seem like it would have saved any time at any point, unless we could have skipped the machines as mentioned previously. If U.S. customs created a separate mobile passport app line similar to TSA Precheck that made it faster to go through customs, then the app would be worth it, but for now I’m giving it one star because it seemed completely useless. Additionally, since the app is unusable outside the U.S. and you have to have your passport anyway, it’s hard to see the point of the app.

This was probably the worst experience of my life at any customs in any country, and I was traveling from a third world country. ATL needs to get their stuff together. We waited in that line for almost 2 hours with probably less than 20/30 people in front of me. What they don’t tell you is that if you start the mobile process, you can no longer get out of line and go to the regular which seemed to go by faster. When we complained to some of the CBH agents, the lady said that it was because it also served people in wheelchairs. There were almost no wheelchair people going by, that was such a ridiculous excuse. After the entire line got fed up and yelled at one of the agents, she came back and pulled everyone starting from a random spot in the middle and took them to a new line. All of us that were waiting in the very front for literally hours watched as people who waited less than us got pushed to a new line. This caused me to miss TWO flights and ended up staying in Atlanta for the night. The regular lines for customs were even more unorganized and seemed never ending. The staff is completely lazy and slow. Do yourself a favor and don’t even travel to the US if you have to go through Atlanta, it’s that bad. And for the love of god, do not use this stupid app there. Not sure how it’s at other airports but not here. I will never fly Delta or through ATL ever again.