Over the past year or so, US Customs and Border Protection (CBP) has rolled out new kiosks for Global Entry members, which couldn’t be easier to use… or could they?
In this post:
Global Entry now has awesome contactless kiosks
Global Entry is a useful program that select people can apply for, offering expedited immigration clearance at airports in the United States for pre-screened travelers. It’s a program that has made international travel to the United States so much more predictable, and I don’t know how many hours it has saved me over the years.
Up until about a year ago, Global Entry kiosks typically required you to scan your passport, and then have your biometric. A piece of paper would then be printed, which you’d presented to a CBP officer on the way out.
However, CBP has installed new Global Entry Kiosks, which are now available at a vast majority of immigration facilities. These couldn’t be easier to use, as they’re fully contactless. You don’t need to present your passport, but rather you just walk up to one of the kiosks, it takes your picture, and then it tells you to proceed to an immigration officer.
Once pictures are taken, the immigration officers working the Global Entry line have all the names pop up on a screen, and then they’ll usually call you up, and you can go on your way. “Benjamin? You’re good to go.”
The problem with the new Global Entry kiosks
Global Entry’s new kiosks are a huge improvement, and greatly simplify the arrivals experience. Well, at least they should. The catch is that on several recent arrivals to the United States, I’ve found that they actually slow things down. Why? Well, people didn’t seem to get the memo about these new machines.
I’ve seen people standing at the kiosks for extended periods of time, trying to figure out where they’re supposed to place their passports, and waiting for a slip to print out. They assume that the kiosk is just malfunctioning. Then when the screen says “see CBP officer,” they think they’re in trouble.
In my experience, most CBP facilities have fewer of the new kiosks than they had of the old kiosks. That’s fair enough on the surface, since they should be much faster to use. But since people don’t know how to use them, there’s quite the bottleneck.
I’ve taken on the role of self-appointed CBP ambassador when I pass through immigration, since the last three times, the people around me were all confused about how the systems work. I saw them standing there looking at the screens after having already had their picture taken…
“I know these new machines can be confusing, but you’re good to go.”
“But I didn’t enter my passport?”
“Don’t worry, it took your picture.”
“But it didn’t print a receipt.”
“Yes, but the officers will have record of you, don’t worry.”
“Oh… thanks.”
It seems like CBP hasn’t done a great job communicating the changes with these new kiosks to Global Entry members. I don’t think an email was ever sent out, there’s not much signage in the facility, and you’d think someone would be staffing these kiosks to help people through the process.
I’m actually finding that the new Global Entry mobile app is coming in handy, since it lets you skip these kiosks, which is where the wait seems to be nowadays.
Bottom line
Global Entry has new contactless kiosks that have been rolled out over the past year or so. With these, you just go up to the kiosk, look at it, and go on your way. There’s no need to scan your passport or get a receipt. That’s awesome, but Global Entry members largely haven’t gotten the memo, which sure slows things down.
Am I the only one noticing confusion regarding these new Global Entry kiosks?
I went through the GE line at JFK for the first time about 2 weeks ago. Scanned my passport & took my pic without issue. I did not receive any receipt that I thought was coming, and after that the kiosk just directed me to one of the existing (shorter) lines that I believe was for the CBP MPC app users. Once with the CBP agent I wasn't there 5 seconds, I told him I...
I went through the GE line at JFK for the first time about 2 weeks ago. Scanned my passport & took my pic without issue. I did not receive any receipt that I thought was coming, and after that the kiosk just directed me to one of the existing (shorter) lines that I believe was for the CBP MPC app users. Once with the CBP agent I wasn't there 5 seconds, I told him I was GE, he simply asked me if I had anything to declare, and told me I was good to go.
But my wife, who only got her GE conditional approval once were were already overseas, went through the 'regular' customs line, and then we followed the sign for the GE Enrollment on Arrival desk, where she would get her GE appointment right there at JFK. The problem was that the one agent doing the interviews went to dinner break just before we arrived at the desk, and there was no relief for the agent. So we waited one hour, and even after that, they mistakenly didn't open the gate for the desk, so they didn't know we were waiting. She eventually did get her appointment completed successfully, and he now has her GE fully approved and has her card.
Strangely in the last two times I’ve used these photo-only “faster” kiosks at JFK I have been flagged and put in an (albeit shorter) “regular” line where I’ve had to have an officer physically review my passport and green card. Still a longer wait than breezing through like I used to by scanning things and getting a photo receipt. I’m wondering if this is because I have a green card - but that was one...
Strangely in the last two times I’ve used these photo-only “faster” kiosks at JFK I have been flagged and put in an (albeit shorter) “regular” line where I’ve had to have an officer physically review my passport and green card. Still a longer wait than breezing through like I used to by scanning things and getting a photo receipt. I’m wondering if this is because I have a green card - but that was one of the major reasons I applied for Global Entry in the first place. Frustrating that for some of us the process has gotten worse and I wish I knew what the rationale was for some of us requiring additional screening.
This exact thing happened to me coming back into the USA in October. It was so easy it freaked me out. Figured something went wrong!
I’ve used it, didn’t have any problem and didn’t consider it confusing. I have seen people trying to use it and the exit agent said ‘ Mr. XYZ, your membership has expired and you cannot use Global please return to the regular lines’
Only in America what's new plus u untrained staff yelling go here and there
Does anyone else find this not good. That means that everything is digital and facial technology.
Certainly there will still be hostile CBP officers, threatening to take away your GE status? Hopefully most of them, and TSA, can be fired and replaced with technology.
Nothing confusing. Just get used to it after 1 or 2 times. No technology involved for pax.
I hope we are getting to the point where people that are admissible (Citizens, Perm Res, Certain Visas) can move through this process in minutes.
Customs, outside of contraband, isn't a big deal in the US. Most high value items are cheaper in the US, so I don't think there is much reason to put many resources into duty dodgers.
That leaves contraband. The 12 million GE users have more to loose then gain when...
I hope we are getting to the point where people that are admissible (Citizens, Perm Res, Certain Visas) can move through this process in minutes.
Customs, outside of contraband, isn't a big deal in the US. Most high value items are cheaper in the US, so I don't think there is much reason to put many resources into duty dodgers.
That leaves contraband. The 12 million GE users have more to loose then gain when it comes to this kind of thing. So, I think we will ultimately go in this direction.
GE will form a lane where faces are scanned as people move through immigration and then again at customs as people exit the inspections area.
Yeah they don’t work well when carrying your infant (also has her own GE) as the machine doesn’t know what to do with that.
I arrived yesterday at JFK to find a small crowd huddled around the few Global Entry machines trying to figure them out, and a queue of five people waiting for the officer to call them through; a few evidently did not even have Global Entry but were confused about the whole thing. Yes, let's get some e-Gates please; also, why not hire some young interns to patrol the lines and help the clueless visitors?
Use the app if it works at your airport! Just flew into LAX from Japan and the app worked great. Landed, took my photo while still on the tarmac and it is good to go for 1 hour after you snap that photo. Just had to flash it at the officer and we were through in seconds.
People are set in their ways. I'm still informing people in front of me at tsa precheck lines that they don't need to take their shoes off. But they react like they should anyway because they feel better if they did.
It's really just the usual as with any new technology - some people are technophobes. They'll get the hang of it eventually. We love them!
App worked for me. Took picture as plan taxied to gate. As my old boss would say Easy Peasy
I recently came into EWR on a United Flight from Tokyo. It was the first time that I had used the new GE kiosk which was extremely fast. What I did not see was how you declare goods to the officer. Fortunately, my wife and I were not over the family limit, so not declaring anything was fine. But as we were waiting for our luggage, the little dog was busting people ( all who...
I recently came into EWR on a United Flight from Tokyo. It was the first time that I had used the new GE kiosk which was extremely fast. What I did not see was how you declare goods to the officer. Fortunately, my wife and I were not over the family limit, so not declaring anything was fine. But as we were waiting for our luggage, the little dog was busting people ( all who had Global Entry ) for bringing in food without declaring it. It seems that a ham sandwich which was served on board was brought in by a few people. All of them had their passports taken and were told they had to declare to customs officer what they had. The officer also told the people that they could be fined and lose their Global Entry. While all of this sound simple, it was ironic as I was walking out by the customs people that I heard a couple of them discussing that the sign to declare was very small, in an odd spot and that many people did not even see it and did not declare anything. I can totally agree with the customs officers, but I will look closer on my next trip should I have something to declare.
I said "I have goods to declare" to the officer when I passed by him and everything was fine.
This happened to us over the weekend at O'Hare. We had a motion sick kid we were dealing with and didn't even think about the leftover sandwich. We were busted by the K-9 and told we were given a warning (though we had to go through secondary screening)...I'm holding my breath waiting to see if it was revoked. There was no signage and even our United crew on the plane said we didn't have to do any declarations or immigration paperwork.
Nothing confusing at all. They've usually got a very helpful sign on them "Broken, see agent".
I entered through IAD right after Thanksgiving and was confused by the lack of a printed paper. Plus, the kiosk just kept snapping my picture and not showing anything. Someone next to me told me I was good to go, but the line to get through the CBP officer was about 20 people long and they were stopping everyone for about a minute each. I have no idea why, but I have never run into such a mess in the 15+ years I have had GE.
What confused me about the new process (arriving in Boston the Sunday after Thanksgiving) was that the GE machines themselves seemed to be the same machines as before. They still had a scanner area for passports and still had a receipt dispenser.
Some signage like ‘no need to scan passport, no receipts needed, just take picture and move on’ would have been helpful.
Now there is a sizable backup approaching the CBP officer! Somethings are not thought through by the government!
Used the new terminal in the US customs & immigration area at YYZ. Very simple process and staff was on hand to provide guidance.
And BTW Canadian immigration has a phone app - ArriveCAN - that makes immigration a breeze, on the same trip to YYZ there was no line - as fast as having a NEXUS card.
I'm surprised to hear these are just rolling out in the U.S. – as a Canadian NEXUS member, my primary port of entry is US pre-clearance at YYZ and these new machines have been up for ages – I want to say around a year. For the first few months, an officer would verify your name and wave you through but the last few weeks, everyone has been asked to physically see an officer at the desk. No idea why
I love it. You barely have to stop walking on the way out. I have never ever seen any lines like that at GE kiosks, and my main airport is JFK.
Have patience! In a year's time, everyone will know how it works
Thanks for this post because this is the only instruction on it I have seen. And CBP doesn’t do a great job of providing guidance or assistance. Probably staffing related. Or like last time CBP at Atlanta told the crowd they were short staffed because “they took our staffing to the border.”
In recent memory, Jamaica did the best with machines at immigration. They have people standing there instructing you to which machine, where...
Thanks for this post because this is the only instruction on it I have seen. And CBP doesn’t do a great job of providing guidance or assistance. Probably staffing related. Or like last time CBP at Atlanta told the crowd they were short staffed because “they took our staffing to the border.”
In recent memory, Jamaica did the best with machines at immigration. They have people standing there instructing you to which machine, where to stand, saying commands. Really pushing people through at an impressive rate.
My last experience with one of the booths was that it snatched the ticket back before I could grab it, and then killed itself. I had to then wait in an ungodly long line to go to the normal desks. Wasn't impressed.
No ticket printed would suit me just fine.
GE continues to be an excellent resource.
So how does it work if you’re traveling with family and making a combined declaration?
Like if you have $1,700 of goods, which is way over the personal duty-free limit, but only $100 over a married couple’s limit - but they only call names one at a time?
Each person needs their own GE. Then go to the officer all together and make your family declaration.
Right, but the officer calls only one at a time? What if you’ve taken your photo but your spouse is still in line for a kiosk?
Recently used the new kiosks at LAX, DFW, and JFK. No issues or bottlenecks at any of the three. The machines even processed my kid's photo correctly on the first try.
I first used these at DFW in September 2021 and I’ve never seen a line at any entry point, frankly quite the contrary, less confusion. And there has always been an Immigration Agent close by in case someone needed help. These are an amazing improvement. Now, if we just get TSA PreCheck passengers to quit taking off their shoes, removing their computers and devices and wearing five pounds of metal through the body scanner, that would be big!
I'm a quite experienced PreCheck user - and sometimes I take my shoes off. Because I know that some pairs of shoes I have will alarm the walk through metal detector. So if I'm wearing those shoes and the lane is using a walk through metal detector, it's faster/better to take them off.
So they call folks up by name? I’m hard of hearing, do you think I can ask an officer to physically wave at me when I should come up? (This is always complicated 10x when they’re wearing a mask and I can’t read their lips)
They don't really call you up by name; they just say your name as you walk past. You don't have to wait at all... The kiosk turns green and says to see a CBP officer, then you go walk through the exit part the officer who will acknowledge your name as you pass.
Can’t wait for the GE app to be used at SFO.
Two weeks ago there were just 2 functioning machines and lots of clueless people in line.
What I have not understood about this new process is the absence of the previous questions about food, items in excess of the duty-free allowance, etc. If someone is selected for random additional screening and has not made an affirmative declaration, but has food or expensive purchases, what happens? It's not like they've misrepresented anything.
When I first encountered these machines I was on of those people holding up the process, not because I was...
What I have not understood about this new process is the absence of the previous questions about food, items in excess of the duty-free allowance, etc. If someone is selected for random additional screening and has not made an affirmative declaration, but has food or expensive purchases, what happens? It's not like they've misrepresented anything.
When I first encountered these machines I was on of those people holding up the process, not because I was waiting for a receipt or to insert my passport, but because I was expecting to be asked to make/confirm declarations. But I never was, nor did the CBP officer who waved me through ask a single question.
Yes, this is the confusing part.
You are supposed to proactively declare if you have items that require declaration.
No such problem at Nashville airport with ONE international flight arriving a day (BA from LHR). Last two time none of the Global Kiosk machines were even turned on.... Unbelievable.
I love the new app!!
Agreed. Seemed almost too easy. Just do check in while taxiing and then walk through as though you had stopped at the booths.
Just as with TSA, the government does a poor job of communicating technology. TSA has people incessantly yelling at you but GE is usually totally DIY.
All it would take is a couple signs at the beginning of the GE machine line saying that this is a contactless process and your passport is not needed.
I also love that the CBP officers have their tablet, have a picture of me and so there...
Just as with TSA, the government does a poor job of communicating technology. TSA has people incessantly yelling at you but GE is usually totally DIY.
All it would take is a couple signs at the beginning of the GE machine line saying that this is a contactless process and your passport is not needed.
I also love that the CBP officers have their tablet, have a picture of me and so there is no risk of someone swapping paper receipts.
I have used the new system multiple times, the process works great, but there will always be people that can't figure out let alone follow basic directions. In this case CBP would do us all a big favor and just post some signs explaining the basic process - but the TSA could and should do the same as well given that there is wide variation in procedures there.
This past July at JFK Terminal 1, there was a CBP staff member by the Global Entry kiosks explaining how these new ones work. She was great in getting the line moving.
JFK CBP officers have always been helpful, friendly and very easy-going, in my experience, compared to their peers across the US. Go figure.
In general GE is great, but absolutely zero comms on this (despite them having every single member's email address!), totally inconsistent processes between airports and then even different kiosks at the same airport (including sometimes an old kiosk but stuck on janky signs saying not to insert passport). The underlying tech seems to work but they really need to get some simple comms out. If they're worried it's too variable by airport then just have...
In general GE is great, but absolutely zero comms on this (despite them having every single member's email address!), totally inconsistent processes between airports and then even different kiosks at the same airport (including sometimes an old kiosk but stuck on janky signs saying not to insert passport). The underlying tech seems to work but they really need to get some simple comms out. If they're worried it's too variable by airport then just have signage up relevant to that airport in the corridors on the way to immigration!
Semi-off topic, Ben, but have you had any issues with the automated machines in the EU? I nearly missed my connection at CDG the other month because inbound was delayed/these issues at immigration. A 15 person EU passport holder line shouldn’t take 30 minutes to process. It took forever for the machines to read ppl’s passports, then would make you try to do it all over again once it inevitably timed out.
I had the same problem at HEL, WAW, LIS. Failed to read my EU passport 70% of the time
Good to know! Shame that it’s this prevalent. Hope they can get it sorted out soon
@305 Must be a French thing. At UK airports you get moved on to the manned queues if your passport won’t scan immediately.
At least in Chicago there's no issue. I've been through over a dozen times with the new kiosks and never had a bottleneck from people not knowing how to use the system. It definitely speeds things up compared to the old system even with fewer kiosks.
Wonder if this depends on the international traveler mix of a given city.
It is a great improvement and quite nifty. The first time I used it though I was confused. Two things that add to the confusion is: if there's not a CBP nearby to move things along (e.g. at LAX), feels like every entry point I visit these days has a slightly different kiosk flow. The original flow was the same in every airport, not so much these days
“ It seems like CBP hasn’t done a great job …” Has CBP ever done a great job in anything? Yes, if you are a registered traveler the system is easy but if you are not I have seen people starring at the machine and having no clue what to do.
I forgot to remove my glasses. Apparently the machine didnt like it. The agent snatched my passport, put it in a plastic bag and said to come with him. Then had to talk to another and answer a bunch of personal questions. Guess it mistook me for a bed guy??
Been thru them twice. Never had an issue. And there were no lines either time vs lines every time previously.
We just went through the new kiosk system at Charlotte las week and it was a breeze. I couldn't believe how easy it was. A great improvement.
Love the new machines used them not long ago from a trip in Italy at Newark, they now have an official app in the iOS app store.
Loved using it at Newark in Feb last year just a face and walk away now they have an official app in the iOS App Store.
My human behavior complaint about GE is (and always has been) that people ahead of me in line don't scan *all* the kiosks and move to the next available one. 'Sir, we are not all waiting for just this first machine.'
Except in Houston where even after the kiosk an agent asks you 5 questions and there is one agent working the GE line with 20-30 GE people in line…. Worst GE process in the country - and that’s saying a lot cause LAX is also in this country
Our experience was just the opposite ten days ago entering IAH from BZE. Quick photos, then around the corner the guy asked us one question (I can't remember what, but the answer was no) and we were done. Then we waited for bags.
@Justin. Been through GE at LAX 15 times this year alone. Never takes more than 30 seconds. Don’t talk out of your a$$..
JFK is my main airport.
Nearby GE kiosks, there’s usually an officer screaming “no need to scan your passport, just take a picture”.
I travel with small kids who also have GE and it’s always a process since the GE kiosks don’t always recognize their pictures
Yes, this! Beyond my own confusion the first time I saw these machines (in MIA), I also had the officer screaming my name and my wife's to proceed (aka get the hell out of here so I can clear your name from my tablet) while I was trying to hold my kid (with GE) up to the camera to get a pic...which failed...and then we needed to figure out where to go with the kid, even though the two adults were 'done'.
I personally also find the new TSA screening procedures confusing -- do you need to see my boarding pass, ID, or both? It depends on the airport and there is no sign before you get to the agent.
If you can't manage to keep both items available then YOU are the reason Precheck lines are frequently backed up. Those of us in line behind you thank you for your inability to follow simple instructions.
Having them both available still means a few seconds to get them out of the pocket or whatever that they're in. But handing both of them to the agent results in a nasty, "I only need your boarding pass" or "I only need your ID" depending on the phase of the moon.
You clearly are too ignorant to understand my post. The ask was for simple posted instructions on what to expect when you get to the TSA Agent. I shouldn't have to guess or assume.
You sound like someone undatable / un-f-able so you wouldn't know what its like to travel with young kids and managing kids, suitcases and documents.
@Chris, don't be an a**. TSA agents act like the rules are the same everywhere and get annoyed when travelers hand them the wrong thing or both things or hand them their ID when they should put it in the scanner. I generally go through clear, but hear the exasperated agents all the time. They don't travel much and don't seem to believe travelers who tell them procedures aren't consistent. Put up a flipping sign people.
Also, why wouldn't they send out an email informing all members of the program that there are new kiosks with a simple video explaining on how to use them and the new process. I was confused the first time too.
Maybe issue a video explaining the system to all airlines, who could play it on the screens during the descent into each airport? If TSA explained immigration steps to passengers from every country, I'm sure there would be fewer delays and shorter queues everywhere on arrival.
Exactly! An email to members... signs... at the kiosks or approaching them. I don't think most people with GE would pay attention to a video on the plane. Maybe at Dulles they could play the video in the hellish mobile lounges.
You get in a habit and it is weird to figure out that no, you don't need your passport and no you don't need a receipt. I was confused the first time too and I go through immigration in the US 10-15 times per year.
This should be a test to whittle down the numbers of GE participants. Can't/don't read - no GE for you.
Thanks for the info about the app. Wasn't aware about that.
They changed the system because the old kiosks were proven to be vulnerable. On the receipt, a daily security code would be printed so the officer checking it can verify it's authentic. The Office of Inspector general issued a report showing this is problematic as the daily security codes were often inadvertently leaked (people leaving receipts behind, posting them on social media, etc.). It was argued a bad actor could learn of the code and...
They changed the system because the old kiosks were proven to be vulnerable. On the receipt, a daily security code would be printed so the officer checking it can verify it's authentic. The Office of Inspector general issued a report showing this is problematic as the daily security codes were often inadvertently leaked (people leaving receipts behind, posting them on social media, etc.). It was argued a bad actor could learn of the code and print a counterfeit receipt and use it to gain entry to the country.
So yeah, while this new system is much easier and faster- it's not much different than standard CBP processing. You walk up to a booth they take a picture tell you "You're all set" or you use the kiosk then walk over to an officer with an ipad that says "good to go".
I'm hoping (and there's been some talks about this) we can get to the London Heathrow model of processing. E-gates for all citizens and select countries. This would allow for more CBP officers to focus on examination of foreigner's entries (like done in other countries) and for more baggage inspections at the exit door.
I don't know why, but every single time I try to use the e-gates at Heathrow, I get flagged and have to go speak to a Border Force agent. And every single time, they simply ask where I'm staying, flip very quickly through my passport and allow me to go on. Have GE/NEXUS/TSA Pre, never been in any sort of visa trouble, never had SSSS on a boarding pass. Quite the mystery.
@Santos,
My friend has the exact same issue. They told him it's because the chip in his passport is likely damaged as the e gates are reporting a read error.
Yes this is a frustrating change. I also find that it also creates a bottleneck with the officers too. It seems when there are a lot of people at once the officers have to search through the system to find you. I am not sure why they even changed it, the system worked fine and quickly.
If it ain't broke don't fix it...
Not surprising in a country where travelers routinely confuse immigration (which is for people) with customs (which is for belongings).
Yes, every time I’ve arrived into ATL since they put these in there are at least a few people who are still confused and hold up the line. I’m not sure how much communication via email or signage would help but it would’ve been nice if they at least tried that.
I didn’t know about the global entry app option, but at least in Atlanta I think it would be hard to skip the kiosk line with the way the queues are set up.
Just landed at EWR from SIN with Aus Passport and “all other passport” line was way shorter than Global Entry
I was surprised first time, when I've seen new kiosk, but just went through. I haven't seen any confused people.
At SFO, it was faster to go through normal queue than Global Entry. Too many GE members and no people at main queue.