QUICK JUMPS

01. Know the Entry Requirements
02. Extend an Authentic Welcome
03. Address the Misperceptions
04. Prepare for Smooth Arrival
05. Promote the Fast Lane
06. Build a Relationship With CBP

U.S. Customs and Border Protection (CBP) doesn’t show up on the list of key partners for most travel organizations. It should. A direct relationship with CBP opens up opportunities many don’t know exist, and the time to build it is before you need it.

CBP benefits from the partnership too: industry partners who share event data, promote Trusted Traveler Programs, help correct public narratives and even co-invest in arrival facility and technology improvements.

Use this guide to understand the right CBP contacts, how to reach them and what to do with the relationship once it’s in place.

Your Primary CBP Contact: The Director of Field Operations

To build a relationship with CBP, the Director of Field Operations (DFO) is the best place to start. The DFO is the senior-most CBP leader in each region, overseeing all ports of entry (air, sea, land) and reporting directly to CBP headquarters. For industry organizations, the DFO has the authority and relationships to route you to the right department for your specific need, eliminating the guesswork of finding a contact on your own.  

An important caveat: Every CBP field office operates differently, shaped by local leadership and the culture of individual ports. Consider this guide a place to find information and get started.  

Four Reasons Why You Should Build a Relationship With CBP

1

When incidents generate bad press, you can respond.

When something goes wrong at a port of entry and the media starts calling, CBP often cannot respond quickly or at all. An industry organization with an existing CBP relationship can get information from the source, step in as a credible voice, correct misreported stories and limit downstream impact to traveler confidence.

2

You can be the expert on what’s new at your airport.

CBP has deployed significant technology improvements in recent years, including biometrics, Mobile Passport Control, Seamless Border Entry and Global Entry expansions. However, many travel professionals are not tracking these developments or promoting them to travelers. A local CBP contact can help you understand what is new at your local airport and what is coming next, allowing you to set accurate expectations and build traveler confidence before arrival.

3

You can ensure large events are staffed properly.

CBP needs advance notice to staff appropriately for large events. When they are unaware a major convention or event with international attendees is coming, travelers face longer waits at Customs and the industry loses the smooth arrival experience it spent time promoting. Sharing anticipated international attendee arrival data with your local CBP ensures they can staff up and open additional lanes to help deliver a smooth arrival experience.

4

You can co-invest in the arrival experience.

Industry organizations can work with CBP to support enhancements that improve the traveler experience, including artwork and cultural installations in arrivals halls, co-investments in biometric technology to streamline screening processes and other initiatives that create a warmer welcome and a stronger first impression of your destination.

How to Get Started

There are two primary paths to an introduction:

Path 1

Through an Industry Partner

Airlines, airports, cruise lines and seaports are regulated entities with existing CBP relationships. If you have a strong working relationship with your local airport, that is a natural path to an introduction. Ask them to connect you to their CBP liaison or port director.

Path 2

Through the U.S. Travel Association

U.S. Travel has established strong ties to CBP headquarters and can help identify the right Directors of Field Operations (DFO) for your specific region and facilitate formal introductions.

✓ Once the Relationship Is Established:

  • Ask to be added to relevant listservs to receive current updates and information related to your port of entry.
  • Request recurring meetings or check-ins.
  • Proactively share event data (expected volume, international mix, country of origin) ahead of major conferences or events.
  • Make clear you aim to be a good partner, providing mutual benefit.

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