Pleasure and Vacation Travel

15. Customer Service Programs and Other Travel-related Information

Customer Service Programs
The Customs Service is expanding its methods of improving customer service to international travelers at major U.S. travel hubs. One method is having supervisory Customs inspectors, called passenger service representatives, available to travelers on a full-time basis at more than 20 international airports and some seaports and land border ports of entry. The representatives' major purpose is to help travelers clear Customs.

Photos of the passenger service reps are posted wherever the program is operating, so you can find them if you need assistance. If you have a concern or need help understanding Customs regulations and procedures, ask to speak with the passenger service rep on duty.

The second initiative involves kiosks, the sort of automated booths you see in malls, banks, department stores, and airports. Customs Service kiosks are located at international airports.

Think of them as automated passenger service reps: They're self-service computers with a touch-screen display. All you have to do is type in your country of destination and the computer will print the information for you. The screen displays a telephone number to call for more information. The kiosks also have pockets with Customs pamphlets on a variety of topics of interest to travelers: regulations on transporting currency, agriculture and food items, medicines, and pets, to name just a few.

Customs kiosks are located in the outbound passenger lounges at the following international airports: Atlanta; Boston; Charlotte, North Carolina; Chicago; Dallas/Ft. Worth; Detroit; Houston; JFK, New York; Los Angeles; Miami; Newark, New Jersey; Philadelphia; San Francisco; San Juan; and Washington/Dulles. More kiosks are planned.

If you have any questions about Customs procedures, requirements, or policies regarding travelers, or if you have any complaints about treatment you have received from Customs inspectors or about your Customs processing, please contact:

Executive Director, Passenger Programs
U.S. Customs Service
1300 Pennsylvania Avenue, NW
Room 5.4D
Washington, DC 20229

Allegations of criminal or serious misconduct may be reported to the Office of Internal Affairs at 1-877-IA CALLS. You may also write them at P.O. Box 14475, Washington, D.C. 20044.

Other Travel-related Information
Frequently, we are asked questions that are not customs matters. If you want to know about:

Immigration- The U.S. Immigration and Naturalization Service (INS) is responsible for the movement of people in and out of the United States. Please contact the Department of Justice, INS, for questions concerning resident alien and nonresident visa and passport information at 800-375-5283

Passports are issued by the U.S. Department of State's Passport Agency. Please contact the passport agency nearest you for more information. Postal clerks also accept passport application.

Baggage allowance- Ask the airline or steamship line you are traveling for more information.

Currency of other Nations- Your local bank can be of assistance.

Foreign countries- For information about the country you will visit or about what articles may be taken into that country, contact its embassy, consular office, or tourist information office