Delays and confusion at US Customs drive millions of travelers away

Embarrassingly lengthy and inefficient customs and entry procedures at airports are putting millions of people off traveling to the US.

That was the finding of a major survey by the Consensus Research Group and the US Travel Association.

It found one in three visitors to the US say they have experienced a customs process they believe is "inconsistent, confusing or embarrassing."

"As the US spends millions to recapture the world’s interest and inspire international travelers to visit, we are failing to address a galling entry experience that is driving 43% of our guests to tell others to avoid travel to our country," said Roger Dow, president and CEO of the US Travel Association.

He said this means at least 100 million overseas travelers are receiving the message to avoid travel to the US, costing the economy at least $95 billion in total output and 518,900 jobs.

The survey found:
* 43% say they will recommend to others to avoid a trip to the US because of the entry process;
* Visitors to the US report that they tell, on average, eight others about their travel experiences – good or bad – creating a multiplying effect to the potential impact of their experiences
* One in three thought that the US is "falling behind other countries" or was even the "worst" they have ever seen in their customs process;
* 44% of business travelers say that they will not visit in the next five years because of the entry process;
* Two-thirds of travelers said the US would be a more attractive destination if customs lines and wait times were shorter;
* 84% believe the Government could fix the process; and
* One in seven report that they have missed a connection because of delays at customs, causing them to cancel hotel reservations, car rentals and other activities.
* two in three said eliminating long lines and wait times was their top priority for making the US a more attractive travel destination.

Major gateway airports reported waits of two to three hours to clear Customs and Border Protection (CBP).

Those delays are expected to grow as CBP is forced to scrap overtime and furlough staff in the Government’s sequestration budget cuts.

"CBP officers are hardworking public servants who deserve the resources necessary to process millions of overseas travelers," said Dow.

"We are calling on Congress and the Obama Administration to immediately provide the resources necessary to efficiently process our nation’s guests."

The US Travel Association believes an investment in 1,000 additional CBP officers – at a cost of around $150 million – could help to meet a 30-minute standard for processing guests and realize tens of billions in new traveler spending.

Consensus Research Group conducted the online survey among a sample of 1,200 overseas travelers in the UK, France, Germany, Japan, China and Brazil, who had visited the US in the last five years.

During January through October of 2012 it completed 200 interviews in each country, with samples weighted proportionately to each country’s volume of visitors to the US.