New layout speeds the process and gets passengers on their way
BOSTON — The U.S. Customs and Border Protection (CBP) Office of Field Operations at Boston Logan International Airport and the Massachusetts Port Authority (Massport) have partnered to improve the passenger experience for those arriving in Terminal E, the international terminal. Last month, the new layout in the Arrivals area was completed allowing travelers to move through the CBP inspection process in a fraction of the time it took before. The new inspection area increases the efficiency for CBP officers and allows Logan’s growing volume of international travelers to complete their journey quicker.
allows travelers to get through the exit
process faster.
“The real change is that cleared passengers no longer have to wait in an ‘exit line’ after picking up their luggage,” said Boston Area Port Director Clint Lamm. “After passengers are processed by a CBP officer at a primary booth, and provided a more thorough examination is not warranted, they are directed to the baggage claim area and are free to exit the hall. Although we are still assessing the benefits of the new exit process, early indications are very positive.”
A new “glass wall” stretching 600 feet across the full length of the baggage claim hall was installed to help separate cleared passengers and those who require extra screening; which allows cleared passengers to grab their bags and go. A significant amount of new wayfinding signage was also installed to help passengers follow this new, expedited process as well as reconfigured queuing lanes to help simplify their wait, if needed.
“Massport is proud to have partnered with CBP on this project to streamline and expedite our passengers’ experience when entering the United States through Boston Logan,” said Massport CEO Thomas P. Glynn. “We are pleased with the positive feedback we have received from passengers and look forward to continuing our work with CBP to further improve the customer experience while maintaining security.”
Trusted Travelers, such as Global Entry members, are also seeing their time in the CBP inspection area decrease. In the past, all Global Entry members had to turn in an exit receipt to a CBP officer on the baggage floor, but with the new process, they only have to collect their checked baggage before exiting.
“In addition to improving the passenger experience, the new exit configuration also increases national security by allowing us to reallocate the CBP officers that previously managed the exit process to other core law enforcement functions,” said Lamm. "By continuing to improve our operations, collaborating with our partners, and obtaining input from the traveling public, we are able to maintain the highest security standards while accommodating and expediting the ever growing volumes of international travelers and cargo."
CBP and Massport have already seen the redesigned exit process reduce the time travelers spend in the Arrivals hall, making it easier to catch connecting flights or simply to re-unite with family and friends here in Boston.
Learn how CBP’s Office of Field Operations secures our nation’s borders at international Ports of Entry.