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DFW Airport Facilitation Update: Customs and Border Protection Passenger Experience Overview

This update provides insights into DFW Airport's customs and border protection passenger experiences as of August 1, 2013. With 10,518 passengers arriving on 93 international flights, 39% faced wait times exceeding 60 minutes. Staffing at customs varied significantly, reaching a low point of 10 out of 60 immigration lanes. DFW has initiated water provisions for waiting passengers and is enhancing facilities like Automated Passport Control. The report examines ongoing trends, staffing challenges, and strategies for improving passenger processing and experience.

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DFW Airport Facilitation Update: Customs and Border Protection Passenger Experience Overview

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  1. DFW Airport Facilitation Update August 1, 2013

  2. Recent (7/22) Customs And Border Protection Passenger Experience • 93 International flights • 10,518 passengers • 39% or 4,111 passengers waited over 60 minutes • 34 flights either early or late by 15 minutes • Terminal D – 60 Immigration Lanes (not a facility issue) • CBP Staffing Avg. 23 of 60 • CBP Staffing Low point 10 of 60 • DFW/AA has 19-21 Staff Assisting • Passenger lines extended to arriving gates • Water deployed to passengers waiting in line • Peak wait times exceeded 3.5 hours

  3. How DFW is Trending

  4. How DFW is Trending

  5. How DFW Compares to Other U.S. Airports

  6. DFW Responses – 2008-Present • Terminal Facility/Process Optimization • Customer Care and Response • Global Entry • Kiosks • Enrollment • Marketing/Public Relations • $100 for 5 Years • TSA Pre-Check Included • Automated Passport Control • 30 Kiosks • November 2013 Deployment

  7. DFW Responses – 2008-Present • CBP and TSA Undergoing Evolution of their Business Models • Changing Nature of Security Threat • Evolving Airline/Airport Business Models • Political Pressure • Advanced Technology • Core shift from Labor-Intensive Process to Automated, Global, Seamless System • Frequent Customers – Global Entry • All Customers – APC and Pre-Check • Staying ahead of change during business model transition • Mitigate Customer Impacts • Universal Passenger Processing Standard (30 minutes) • Legislative Policy Advocacy

  8. DFW Responses – 2008-2013 • Aviation and Security Policy Development in D.C. • FY 11 – Partial FAA Shutdown, 4,000 Furloughed • FY 12 – FAA Reauthorization (After 23 Attempts) • FY 13 – Sequestration Disruptions – AIP Raid • FY 14 – Sequestration – Part 2 • Unresolved Issue – Who Pays? • Federal, State/Local, Airports, Airlines, Passengers • Biometrics, Exit Lane Staffing, CBP Reimbursement Agreements, Explosive Detection Systems • Systemic Approach – Innovative New Policy Advocacy Models and Messaging • VISA Reform, Trusted Traveler Reciprocity • Alliance with Travel Industry • Focus on Economic Impact and Customer/Constituent Experience

  9. Media on DFW Customs Wait-Times

  10. Social Media

  11. International Reciprocal Agreements Aligned with U.S. Global Entry • Canada – NEXUS • Mexico – SENTRI • Netherlands – FLUX • South Korea – SES (SMART ENTRY SERVICE) Limited Pilot Programs • United Kingdom • Germany • Qatar Under Development • Panama • Israel • New Zealand • Australia

  12. Questions and Comments

  13. DFW Airport Facilitation Update August 1, 2013

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