Newark Airport CBP agent......Their website asks you if the agent treated you with coutesy, dignity and respect. That would be No, No and NO! Me and my husband were traveling together with 1 CBP form. We walked up to the agent together as it is normal protocal for families traveling together to do so. The agent yelled at my husband to step back. When I politely told her that we were together, thinking that she may have thought we were from different families, this abusive agent loudly yells at me "Don't tell me how to do my job". Then I have 4 more agents looking at me as if I had done something illegal. This is a COMPLETE ABUSE OF POWER and this agent should be terminated. I have filed a formal complaint with CBP. I am mortified that these are the people that greet people coming into this country. Courtesy? NO. Dignity? NO. Respect? NO. This agent was also giving the woman in front of us hard time. She treated us like animals. COMPLETE ABUSE OF POWER!!!!!!

My husband and I have Global entry memebers for over 5 years and travel in and out of EWR about 10 times a year. This review is regarding an agent at EWR for Global entry services interview. Please let your agents know that for Global entry interviews are a paid service and they are working for that service. They dont need to be abborantly animalistic to the customers who are paying for his salary. We are frequent fliers and bring lot of business to EWR airport as well as United Airlines. Normally I have always had a good experience at EWR in the past, however this particular agent for interview for my infant son was extremely disrespectful. Last name Kissonoff (excuse for the incorrect spelling) he does not know how to talk to women first of all, and refuses to explain simple procedures or rights. I had all documents required for the interview but he insists on asking for email. I am a parent of the son and had birth certificate to prove all of necessary information but he did not want to listen and kept telling me do you want me to reject you? Do you want me to reject you? Excsue me sir, you are not above the law, neither am I. I was not explained on what grounds he was telling he would reject global entry for an infant who is US citizen and so are his parents! I dont like officers who think they can get away being rude to people just because they have some underlying anger issues. Please retrain this officer as he clearly needs a psychiatric evaluation.

A disgrace to Americans. The man checking passports before you enter the lines was extremely rude and vulgar. My wife has a greencard and it’s never been a problem at any Port of Entry to allow us to be together in the American passport holder line. Only in Newark airport is this a problem. After trying to explained our experiences at other airports the man insisted I was arguing with him. So we followed his instruction and a nicer man came along and moved us to the diplomatic line because we had an infant. Why couldn’t the first rude man do this instead of yelling at us? Overall these people are very rude and disgraceful Americans, who have a little bit of authority and no brains. Worthy of a formal complaint!!

Lines are a disgrace and the officers are usually impatient and often rude! However, keep in mind that they deal with a billion passengers daily and so most are probably stressed and underpaid themself; The EWR website has wait times for Immigration so use it! Never had an issue with USCBP.

This Star is Officer Lopez. Thank you for putting me in holding for 3 plus hours. I know you was doing your job but I felt harassed with all the reverse phycology and questioning my honesty. My friend didn't go through questioning the same way I did. I think that was a little bias. There should be some sort of consequences after that whole experience. So what I'm going to do is let this review hold this one star for you bro. I going to be well aware next time when randomly check. Especially an officer like you.

Gives DMV a run for their money. Rudest people I’ve ever encountered. I received an email from them saying they take walk ins, then when I get here after a flight I see all the unofficial paper signs. I walk in (which signs said not to” and a very disgruntled agent told me “I don’t care what you read we don’t take walk ins”. What email do send send confirmations from - “that’s for you to find out” they responded and shut door behind them.

Enrollment Center is OUTSIDE/AFTER Immigration checkpoint. Don’t believe the line workers who say you can’t use the Kiosk! TWO workers told me I have to go through the line to speak to an officer in the booth. The officer in the booth told me I should have use the Kiosk and then get on the enrollment line for my renewal. There are enough lines I have to get on. I enjoy my Global Entry status especially after a long international flight. It’s a crying shame I was told to get on a long line when I could have used the kiosk. There were about 25 people online when I could have been in front of at least half, if not more, of them. The wait was long. I wouldn’t have waited on line if my Global Entry wasn’t expiring.

Oh gosh, the officer went through and bullied everyone in the waiting room including a disabled old man for no good reason. “What’s you’re name? <man begins to say his name> No I don’t care or want to know your name.” He went through and hazed everyone similarly for no good reason. It makes me really sad that these people are allowed to be not just apathetic but cruel to folks.

Had an appointment today after 2 years of waiting cause my last one Was cancelled on Thankgiving day with no notice Due to covid. We arrived 45 mins early and the man Santos, who was to interview me was out talking to someone He saw us walking his way asked if we had an appointment. I said yes but i like to arrive early so i gave him my name and he said yes your early but you know i will take you now if your ready He was very kind very helpful and made sure i fully understood everything. It was an amazing experience considering the last, and he is the perfect professional to be that position.

I wish I could give this zero or negative stars. I’m utterly disgusted that the deplorable behavior I experienced is 1.Something that your officer thinks is ok and 2. That others have to experience the same treatment. Firstly, if you want your intercom process to be a certain way, then leave instructions!!!! How is a random person like myself supposed to know how to use YOUR specific intercom system. Then to be chastised for using the intercom in the incorrect manner, upon being greeted is absolutely unnecessary and ridiculous. Secondly, once again, when dealing with people who DO.NOT.DO.THIS.EVERY.DAY. to be treated with total disrespect and condemnation about the process and procedures is an absolute abuse of power and downright disgusting. At the end of the day I feel sorry for the officer who’s life is so utterly miserable that treating people in the deplorable manner that he did is somehow justifiable to him. There is ZERO reason to be rude and condescending to someone who doesn’t know exactly what you know. I’ll never be subject to Newark customs EVER again.

Asian officer (last name starts with a T) profiled my husband and I. Came back from a long flight from our holiday in Norway. I unknowingly packed a banana and an apple in plastic bag in our carryon backpack which were leftover snacks during our long drives in Lofoten and northern Norway. He threatened to take away our Global entry bec of a simple mistake, held us for 10 mins even after explaining we had to catch a connecting flight that leaves in an hour. He took my passport, perused it in his computer and came back to me after 5 mins and explained that from now on, I will be stopped and searched EVERY time I enter the country. Meanwhile I noticed the other officers letting people go on the other lane, not taking their passports and just confiscating the bananas and lemon in their carryons, probably committing the same error of unknowingly packing food items. This officer (last name T….) clearly wanted to show superiority to a fellow a Asian. I respectfully told him we travel for leisure frequently (thus applying for Global entry), have been to multiple countries (covered all 7 continents) so we UNDERSTAND and KNOW the rules of carrying food items. And we obviously have never committed this error in all our travels. This was clearly was a mistake of our hurried packing (grab and go) but he insisted I purposely lied and it was a big offense that merits taking my GE away. But because “he’s considerate” (his own words) he’ll just give me a penalty. I didn’t have time to explain how innocent mistakes like this happen but I just listened to his long explanation of me “lying” for fear that we will miss our connecting flight to DCA. This officer clearly is CLUELESS and had SUPERIORITY COMPLEX. He cannot be assigned to that post with these issues.

The entry procedure for US citizens is a disaster. Make sure you have at least 3 hours until your connecting flight. You have to stand in line once for the automated computerized entry questions. Then there is a second line to be cleared by an ICE officer. Then there is a third faster line to clear after you got you checked luggage. It did take over two hours for US citizens to enter yesterday around lunch time. Then remember you have to clear airport security again if you have a connecting flight.

Yelling and flailing at sleep deprived foreigners as well as us citizens is disgraceful. NO overseas agents behave like this. Customer service training, Not sidearms is needed.

TSA put my IPods in a different bin, I was patted down, hands wiped by the time I picked up my jacket, purse and shoes. I forgot that my IPods weren’t with me. Went back, TSA weren’t very helpful. $100+ down the drain but someone was happy to get them.

Noticed that the class of admission of my entry into the US was wrong on my I-94 (put through on ESTA rather than visa) after coming through with Global Entry several days ago at a different airport. Started to stress out about it, but one simple phone call to the Deferred Inspection at Newark got everything fixed. Great officer on the phone who very kindly helped me - wish I had got his name!

The man who managed the outside line was condescending, rude, demeaning and unhelpful. must have a real self respect issue if he gets a kick of treating 70 year old customers in such a fashion. Reminded me of the way I was treated in Basic training more than 50 years ago. The guy who conducted the interview was nice and helpful

Horrible experience after a long flight from Paris! Why does such a busy airport have such an archaic process? Even phl airport is more modern when you go through customs. I won’t even get into how rude the employees are…

Worst experience ever. If you are Muslim just know they will stop you for no reason and ask you stupid questions and make you missed your flight.

The officers are good but the airport employee managing the line was clearly on a power trip. He stood far away from the line and mumbled and then shouted at people for going forward. There were also only 2 desks open, after getting through to baggage reclaim there were 6 officers standing around doing nothing when they could have been at the desks to process the travellers.

I wasn’t expecting much looking at the existing reviews but my experience was great. Me and my wife, both of us got shorter duration I94 than petition expiry. I called the office to check if it can be corrected and officer Nelson was kind enough to do that just based on passport details. I didn’t expect a phone call would be sufficient. I was dreading to go there just to get a simple update done.

They have held my husband for more than 3 hours without explanation. He’s coming in from Cyprus.

I know reviews are mostly complaining about bad service, but I have to tell you about an experience with a customs agent, Antonio Oliveri, at Newark NJ airport. I was traveling from from Europe with six people, including my 2 and 3 year old grandchildren. I miscounted the luggage, and left one piece on the carousel. I went to United customer assistance ,and was told that there was nothing that they could do since it now had to be collected and cleared through customs. She told me that they had no control of when it was collected, and I couldn't do it myself. It could take as long as five hours. we live 3 hours away from the airport and just finished a 10 hour flight. I told my wife to head home without me, as I had to wait for customs. I was walking the wrong way and was approached by Agent Oliveri. He asked me where i was going, so I explained the situation. He immediately tried to help me through United. Unfortunately, they were very shorthanded, so they couldn't help. Agent Oliveri then walked me through to get my bag, and he personally had the bag inspected and cleared. The entire time it took to be completed was less than 20 minutes. It was time enough to catch my wife, and get home. Without the extra effort of Agent Oliveri who knows how long I would've waited for the bag. I want to personally thank him again, and let everyone know what a great job he did for me and my family. Thanks Agent Oliveri.

Don’t usually share negative reviews, but this was crazy. Arrived early for my 4:15pm appointment, which had to be booked months in advance, and the office was already closed for the day. Door locked, lights off and all. I tried to find a contact number to see what happened, and an agent came out and said she already closed up for the day. Unbelievable.

Be here 3-4 minutes before appointment or they will keep you waiting!

No one picks the call wont respond back as well