When I went to Chicago in March there were just 3 immigration officers for 4 long haul flights arriving together. That is not the first time, Newark can be just as bad. The US attitude is very much that we are foreign and so who cares. Poeple missed connecting flights after 2 hours in line and the officials just told them 'tough, get to the back'. I used to travel 4-5 times a year but have reduced that to 1-2 now, the minimum I can get away with. I used to love the US but they have cured that in the last 3 years.

Mark Wardle, Gloucester, UK

My wife and I have made just 4 trips to the USA since "9/11", all to Seattle, Wa, but we have experienced nothing but courtesy, helpfulness and efficiency from the immigation officials on entering and leaving.
On another matter, my wife was ill during a recent trip and we have been pleasantly surprised in our dealings with the much-maligned travel insurance industry.
The way our medical needs and claim were handled was excellent. The AIG staff in the USA gave the usual excellent US customer service, being most helpful and concerned in the matter. On our return, the insurance company, Insure And Go, followed through on the claim in the same manner.
Another show of US customer service was that the clinic which treated my wife could not supply a fully itemised bill before we left and 'apologised' by not invoicing us for the items which were not finalised. Their comment, in part, was "just a thank you for all the help you guys have given us in Iraq". Political, but appreciated.

George Wadman, Coalville, Leics, UK

I sympathise with many Brits complaining about their treatment by US Border Officials. I have family in the US and have been going over 3-4 times a year for over 8 years. It IS worse in the big airports, where most UK tourists go - Miami was possibly my worst point of entry - but I once went through O'Hare when the systems were down & the officials were absolutely great about it. If you simply remember that they are there to do a job and that they have NO SENSE OF HUMOUR, then you'll get through just fine. I would suggest that they went completely over the top in the wake of 9/11, but have calmed down in the last couple of years. I now regularly go through Tampa, which is a great small airport and the Border staff are efficient and make an effort to be friendly. I wouldn't say my treatment by UK Immigration is any better than that I receive from the US staff - okay the wait in line is shorter, most of the time, but they are by no means friendly, more helpful or considerate.

RP, Bucks, UK

I second that, Marina.
Let them have a bit of their own medicine maybe it will make them think twice.
Till then, it's anywhere else but US for me.

Amelia, Norfolk, UK

I agree with Marie Lewis. My objection is not just to the queues (immigration queues are the same the world over). What I really object to is having to provide finger prints - I have never had to provide finger prints in the UK or in any of the 40-50 countries I have visited. If the USA wishes to treat me as a criminal suspect such that I have to provide fingerprints then frnkly there are plenty of places I would rather go. For those Americans complaining about queues at Heathrow, at least note that you aren't regarded as potential criminals whose fingerprints need to be recorded. Personally I think we should adopt the Brazilin practice and make special entry procedures for US nationals - if every other country applied te US approach to all US visitors I am sure it would soon stop!

Marina, Pulborough, UK

British Immigration officials are just as rude as those in the USA and the lack of technology means it takes them longer to process each passenger. Perhaps if we asked for the information in advance, as they do in the US, it would speed things up. Our immigaration service technology is archaic.
Why do they take your fingerprints and photo every time you visit the US? Because they want the most up-to-date profile of you. People's appearance changes and scars, burns etc can alter fingerprints, too. If you are arrested in the UK your photo and fingerprints will be taken every time for precisely this reason.
Don't give up on the US, it is a great place and a little bit of inconvenience at the beginning is worth it.

Richard Griffiths, Luton, UK

The result of the appalling treatment of all incoming foreign passengers, as far as my husband and I are concerend is simple: we shall never set foot in the USA again, even thought we have many relatives and friends there. It is a pity but we are simply not prepared to put up with the rudeness and delays.
I do not think we are the only ones.
It is so easy to take the car and travel around Europe, so why should we bother with the USA?

Marie Lewis, Lancaster, UK

I have friends in England and visit once a year. Have flown into Gatwick, Heathrow and Birmingham and there have never been enough immigration staff to get passengers through in a timely fashion. Usually, there are at least 5 or 6 immigration staff for incoming Brits and EU passengers, but only 2 or 3 for other passengers. During my last visit my British friends and I flew into Heathrow from Budapest--it took me 40 minutes longer to get through immigration. When leaving Heathrow I was given misinformation by at least three different people. Am not complaining (maybe just a bit) , just wanted everyone to know that we all face delays, misinformation, etc. whenever traveling in any country. Don't give up on visiting US, we will get it right eventually. Three years ago when I was flying to UK and went through security alarms bells started ringing and I was quickly pulled out of line. Look on my face was priceless. Seems my shoes had a metal bar in them.

Stephanie, Baltimore, MD, USA

I have been through several american airports and cities in the last 33 months, and live and trael through Stanstead, heathrow, Gatwick and City airports, I find americans more welcoming and easier to relate with. The Brits are however generally more knowledgeable about their suroundings.

Olaitan Eyiowuawi, Essex, UK

So when I arrive in the US I always have to fill out one of the green visa waiver forms. Then I get my passport swiped, fingerprints and photo taken. Why? Ok, maybe the first time I travelled this was necessary but after that they already have my photo and prints on file so wht isn't this called upp when my passport is swiped?
Airport security is a farce. Go to a casino and you can't even counts cards in your head without getting rumbled but go to an airport and they think that taking off your shoes is a safety precaution. Do me a favour. Airport security should start OUTSIDE the airport for a start! Once in the Check-In area a bomb would have exactly the same effect, if not better, than trying to get the thing on a plane.

paul Clemas, Jersey City, NJ

British visitors to the US can rightly complain about the service in many of our airports but would be wise to ask visitors to the UK about their experiences. I am a US citizen but 10 year resident of the UK and a frequent flyer, and beyond tired of dealing with UK airports. While US green card holders have their own, shorter, immigration queue, it's only recently that such a system was started here and if the queues are long elsewhere the one for residents is opened up to all. I have had more waits of 1 hour+ than I can count - I am always left at the airport by work colleagues/friends. I am often treated rudely by immigration officers and on one occasion was screamed at - when asked why I was in the UK I said I lived here - big mistake apparently. I am treated better than this everywhere else - Europe, Asia, etc. And I am treated far better than those that arrive from the far east or Africa - they often interrogated/shouted at/left to sit for hours or sent to health control.

Dan, London, UK

How do you get your name removed from a Watch List? I recently returned from Dulles and was subjected to extra security (baggage specially x-rayed and conspicuously marked, checked for explosive residue on body and hand luggage), all because my name was on this list. I was also unable to check-in on line. By association, my wife was subjected to the same procedure. I might add that all the staff were very courteous but could not give me any information as to redress. I have submitted forms on-line to the DHS but to date have received no reply. I am certainly not returning to the US until this is sorted.

George, Norwich, UK

So far we have found US immigration ok--a bit stern--but I always have a personnal challenge to make them smile!! A few years my son was meeting us in Orlando so travelling alone. As the official looked through his passport he said--"hey I checked your passport last year!" --there was no problem he was being welcoming and wished my son a great day!

P Whittaker, Farnham, UK

I have detained for at Chicago O'Hare airport detention for the past five years. No reason is given and no apology for the discomfort (I am a very recent cancer survivor and have to be stockinged up to the hilt for every flight). It has now got the point that my american friends add at least an hour on my arrival time to take into account the time I spend in the detention room. So much for the 'special relationship' we are meant to enjoy with our US cousins! I find the officials rude, ignorant and beyond reasoning with. This will be my last visit to the states this year as I no longer find their country the land of the free or welcoming.

Lucinda Maber, Bristol, UK

I understand the need for border security but I do sympathize with many non-U.S. citizen/residents. I have seen tourists harrased and insulted at times and really this is not a good welcome and first impression for visitors to the U.S. The Disney charm school plan is laughable. I don't think our government needs to spend so much money on consultants to teach immigration border staff common courtesy {you learn that from your mothers}. It's sad that you have to own a particular kind of passport (preferably from a first world country) to not get so scrutinized.

AK, New York, NY

I too am a frequent flyer and have never got through US customs without at least a 90 min wait. The longest has been nearly 3 hours at San Jose - does Mr Blackley really think that is acceptable? Let's get it clear also - the delay is not normally people not completing the forms correctly - it is simply the fact that there is never enough staff.
The worst example of US immigration "service" - I was travelling with my family (including) my 6 month old niece from DC to London. At security, 3 went one way - my sister with her baby, husband and all the normal baby paraphernalia (buggy, changing bag etc) the other. My brother-in-law was pulled to one side and asked (politely) to remove his shoes. However when we went to help my sister with the buggy, we were shouted at and told that we could not help my sister to pick up the bags etc. We had to leave the area - but did anyone from Immigration go to help my sister? No! This lack of civility is why we complain Mr Blackley.

Jenny Cornes, London, UK

Re John Blackley's viww fron Austin, Tx:
I agree that service generally in the USA is much better than UK, however the Customs and Immigration service at points of entry is THE exception.

I travel around Europe and Africa and can attest that the USA is the least welcoming I have encountered. It is such a disincentive that we rarely use our timeshare appartment in Orlando, preferring instead to swop it for somewhere else. Given the USA's reputation for customer servoce in other areas I'm sure they can find ways to improve the experience.

Ron Clarke, Northampton, UK

The fact that their information line costs £1.20 a minute says it all - this is really insulting for those who want to be helpful and informed and cannot have access to free website pages. This should be sorted urgently - it is a complete consumer rip off and in the 'war on terror' if you want buy in you should not be profiting.
Please fight for this on travellers behalf.

Lynne, London, UK

I flew from Auckland to London last year with a stop-over in LA. Since I was told the stop was only to refuel and let a few people on/off the plane, I expected the rest of us passengers had to wait on the plane. But unfortunatelly not. All passengers had to get off the plane, and have their photo and fingerprints taken. Which I, and many other passengers on the plane had also done on the way from London to NZ. Therefore I wonder, what they do with the photos and fingerprints? Why have them taken every time when visiting/passing through the US. Isn't there some sort of database that keeps the information?

When I was still in the que, they announced that boarding for the flight to London was about to start. Especially a lot of older people that were still in line started to panic. After a mere 2 hours in line, I hay mu photo and fingerprints taken again, went to the toilet and had to go straight back into the plane.

Su much for a relaxed trip...

Bregje , Rotterdam, Netherlands

My experience (and I am a very frequent traveller): Airlines, at check in on the way to the US, tell travellers what is required in documentation. On the plane, cabin crew once again tell travellers what is required. In the immigration hall at US airports there are signs telling travellers, once more, what is required. After all that there are still a few travellers who, on arrival at the imigration officials' desks do not have the documentation required.

Complaints about long lines and undermanned desks from UK travellers? Don't make me laugh! You live in the UK - which, in my view, has long forgotten what 'service' means. Grumpy, harassed immigration staff troubling you? Grow up!

John Blackley, Austin, TX, USA

Los Angeles shambles-arrived on a flight from London in the early evening. The immigration hall was full but the escalator was still running allowing people to pile on top of one another at the bottom. Eventually someone managed to stop the escalator but it was about five minutes before any US official arrived to find out what was going on.

After several hours of waiting an Air France flight arrived. The French passengers decided that they had the right to push to the front of the queues. No officials, of which there were very few, attempted to stop them. It was down to a few irate Brits, who by now had been queuing for a considerable time, to rout the French and point out where the back of the queue was.
As only half the immigration desks were staffed, transit passengers were starting to panic about their onward flights. Many transit passengers were travelling from London to Fiji or New Zealand. Both outgoing Air New Zealand flights were considerably delayed, as were others.

hugh mitchellk, Malborough, Devon

Rudness abounds with immigration officials everywhere! Flew to Heathrow recently to meet several British friends to fly onto Budapest. We were given misinformation on both sides of the Atlantic as to whether or not we could have a carry-on and a purse on our flight to Budapest; told we could have both. While attempting to get through immigration to board our flight we were told we could only have a carryon, no purse. Funny to watch five women try to shove their purses into carryons. British immigration was not friendly or helpful. I apologize for any rudness you encounter coming through USA immigration--not very friendly to us either.

Stephanie, Baltimore, Baltimore, MD, USA

The request, sorry, demand, that an exact address is needed is farcical.

No attempt is made to check any hotel booking - so feel free to check any hotel's address on the internet and use that. Absurd (obviously, any terrorist wouldn't be capable of booking a hotel room.....)

chris, london,

Going through immigration at newark, NYC, April last year was a bit hectic (one hour queue after 'red eye' transatlantic flight...) but the staff were polite and almost tolerant of my sleep-deprived confusion. However departing Newark was an excercise and I couldn't wait to leave America because of it. I appreciate recent world events will have influenced the US customs/security approach however "please" "thanks" and a considered tone of voice cost nothing. We were barked at, yelled at, shouted at and at one point my camera was grabbed off me as I fumbled (with heavy bags, carrying shoes and god knows what else) to get the film out before going through security checks.

My partner was shouted at in front of everybody simply for bending over to un-tie shoe laces. His crime "YOU ARE HOLDING UP THE LINE SIR." Note to customs: you either want us to take our shoes off and therefore need to give more than 2 seconds for this to happen or you don't ask us to remove our shoes.

E Btoadbent, Salford, UK

FAO Charlotte from Evergreen Co.
Unfortunately a single article could not hope to cover the intricacy that is the immigration system in the USA. To start with. If you're just visiting, then there are no real issues... unless you've been there for 6 months in the last 12. Visit this site and read it like a book - cover to cover: http://www.uscis.gov/portal/site/uscis

Simon, Manchester, UK

if someone would write a thoroughly researched article on emigrating to the U.S., it would be much appreciated! it's such a grey mysterious mess to me.

Charlotte, Evergreen, CO

The friendliness and efficiency of one's own country's immigration service has no little or no relevance to the issue. Having travelled extensively I am in a position to compare the immigration services of many other countries to that of the USA, which is what is really relevant surely? My own experience is that the treatment by immigration officials elsewhere is significantly better than that extended by the American variety.

Ian Wright, Horsham, UK

To M Singh of Birmingham UK, I believe transit passengers are still required to go through immigration checks even if transiting the US eg UK to US to New Zealand. In this case for example there is a separate transit area at LA, not sure would be same though transiting US to other countries though and maybe have to join the general clearance process. Bottom line is even though you may have no intention of staying in the US or any alternate route to follow they still want to check you out just in case. Check the US Embassy or TSA website for the actual rules.

Paul, Chichester, UK

One thing I've noticed is that people always think the other country's services are worse. I had an aquaintance from Australia newly arrive here in the US and all he did was whine and moan about how horrible the immigration services are here and how much hassle it was for him and how that proved to him how inferior America was. I asked him how efficient the immigration services were in his own country. He said he had no idea.

Case in point. Most people don't have to use the services in their own country, hence there is no accurate way to know about the pot and the kettle and how black it is.

Claudia, Atlanta, USA

Can someone please advise what are the immigration
rules for the usa as a transit passenger only?

MR M. SINGH, BIRMINGHAM, UK

Don't visit the US unless you really have to. If US Immigration is going to treat visitors like PoW, don't give them the pleasure. There are plenty of alternatives for a foreign trip. At 240 yen to the pound, you could do far worse than visit Japan.

Andrew Milner, Yokohama, Japan