Originally Posted by corporate666

I arrived at BOS last night - upon getting to the baggage claim I turned on my phone as I was waiting a call from my ride. My phone rang as I was walking to the desk where you show your Global Entry receipt. I answered - it was my ride home - and they told me where they would be waiting and right as I was ending the call I heard the CBP agent at the desk say something, the following conversation ensued (as literally recounted as I can remember)

Me: Excuse me? I didn't hear you
CBP: I SAID SHUT OFF THE PHONE!!!
Me: Sorry, I didn't realize they weren't allowed here
CBP: WHEN I TELL YOU TO SHUT IT OFF, SHUT IT OFF!
Me: Uhh, sorry, I didn't hear you at first, I was waiting for a call about my ride
CBP: I don't care
Me: Excuse me?
CBP: I DON'T CARE!
Me: Well, I do care
CBP: I DON'T!!!
Me: I do
CBP: You like global entry?
Me: Yes
CBP: You keep up the wiseass bull**** and I will drop you from GE
Me: I was trying to be polite but it takes two to be polite
CBP: Go stand over at the yellow line for secondary inspection
Me: <lifts my bag off the floor to put it on the cart>
CBP: GO STAND OVER AT THE YELLOW LINE!!!
Me: I'm going, and I am taking my bags with me


After a couple of minutes, another officer came over and asked for my documents - I handed him my PP and GE receipt. He said "Oh, you're GE?" I said yes. He looks at the receipt and says "Did you forget to declare food items or something?". I replied that I had not, but the guy at the desk had become enraged when my phone rang as I was approaching the desk. This CBP agent sort of rolled his eyes and said "sorry, long day I guess... you're all set". I thanked him for his time, we made some small talk, we shook hands and he welcomed me home and I wished him a good night.

I have a few problems with the first CBP guy

1) He was rude and aggressive from the start, becoming more so when I didn't grovel before him

2) He threatened me (to remove my GE status).

3) He initiated a retaliatory secondary inspection for no reason other than he wanted to inconvenience me to the maximum possible.


I did not get the first guy's name or badge number, but I would recognize him in an instant and I could easily identify him in person.

My questions for anyone who read this far are

1) Is filing a complaint worthwhile? Or do they go nowhere and achieve nothing?

2) Have other pax filed complaints over rude/aggressive treatment by CBP personnel? Were they treated seriously or brushed aside?

3) Does a singular CBP officer have the authority to remove someone from GE? I believe all they could do would be initiate a strike against my membership, but I am sure there are circumstances whereby someone will be kicked out of GE. I am sure "the pax talked back to me" isn't grounds for GE dismissal, so presumably his thread to eliminate me was both a hollow one and/or signaled his intent to make something up which would be grounds to remove me.

4) In such cases, is it best to ask for a supervisor? When I looked at the CBP site, they have a complaint form where they ask for the name and badge number of the agent in question. So presumably CBP officers are obligated to give a name and/or badge number upon request? Is that the best option or is it better to escalate to a supervisor during the incident? If you ask for a supervisor do they have to comply or are they free to refuse?


Any other advice on handling such situations is appreciated. I realize stories like these are always told in the light that is most beneficial to the aggrieved party telling the story, but I have listed the exact language as carefully as possible.

Thanks.