CBP manual processing

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So roughly in the last two years, whenever I leave or arrive into Australia (as a Citizen with Australian passport) the Smart gate machines direct me to the 'Assistance Desk' for manual processing or the red light appears on the pedestal machine. This occurs more often than not (~75% of the time) and is indifferent between the basic smart gates and the combined machines with bio-metrics. In either case, I have to line up again in another queue for a physical person to process my movements. Sometimes the additional delay is 1 minute, others >20 minutes which can be very annoying after long flights or tight connections etc.

I've spoken with DFAT, CBP and FOI, all of whom have exhausted what they can do for me. WRT the FOI team specifically, they can only offer general advice, but ultimately I expect that if I did pursue that avenue I'd get a wad of info that tells me exactly everything I already know about myself. But more importantly, not the possible reason why I'm being flagged for sensitivity/security reasons.

Some insights that I offered the agencies for their consideration and advice (to no avail):

- I've checked that the passport is fully functional in person with DFAT in their Melbourne office. It's not a passport issue; this is CBP flagging me for some reason.

- In the last two years I have travelled quite a lot to Europe, North America, Asia and to a lesser extent Central America. None of the countries I have visited stand out to me as something likely to trigger a red flag in the system that warrants manual processing. But if there was, the worst in terms of risk might be considered as Costa Rica, Mexico and Russia - hardly the likes of Syria etc.

- On most occasions I ask why I am being processed manually. Me: 'Is there a red flag or something in my profile causing this?'. CBP agent: 'Nope, not that I can see. Maybe try calling DFAT to check your passport etc'.

- I claim TRS on most of my trips. I have never been asked to show my luggage contents to check if I'm bringing claimed goods back into country or anything like that.

- I have a stash of the yellow inbound immigration forms that I always pre-fill before I leave so that upon my return I don't have to fill it out on the plane or airport to save time/hassle. As of my last arrival a week ago I was told that these were now out of date - apparently a minor change to tobacco language on the new forms. I do not submit any outbound departing passenger cards, which I understand are optional nowadays anyway.

- I usually register my travels with Smart Traveller.

- I do not have a criminal record or anything like that (this might change if my frustration boils over next trip!).​

Does anyone have a similar experience or advice for this increasingly frustrated traveller?
 
You say it happened about 75% of times. Can you recall if the trips when it didn't happen were different from the others; ie maybe NZ only etc?

If it didn't go red, did you get a clear run both ways?
 
For me it appears it was something amiss with the photo recognition.I was failing 100% of the time.But since I have had my hair cut shorter I now (touch wood) get through every time without problems.
 
You say it happened about 75% of times. Can you recall if the trips when it didn't happen were different from the others; ie maybe NZ only etc?

If it didn't go red, did you get a clear run both ways?

No I can’t. But I can tell you I haven’t visited New Zulland in the past two years.
 
For me it appears it was something amiss with the photo recognition.I was failing 100% of the time.But since I have had my hair cut shorter I now (touch wood) get through every time without problems.

That was one of the first things I asked DFAT passports and they confirmed my photo was fine. Besides, the MEL smart gates didn’t even let me get to the bio metric facial scanner, they gave me a big DENIED immediately upon entering passport face down. It was as if it read the chip, and in the background it triggered the ‘Assistance Desk’ message.
 
I know whenever I've been to a country that has yellow fever (Brazil, Colombia etc) I haven't been able to use the SMART gate and have had to go see a person, so they can a. check vaccination card, and b. verify you don't look ill. This may be what's happening with the central american visits.
 
I know whenever I've been to a country that has yellow fever (Brazil, Colombia etc) I haven't been able to use the SMART gate and have had to go see a person, so they can a. check vaccination card, and b. verify you don't look ill. This may be what's happening with the central american visits.

That’s a good point. But my last few trips have been to Bali, Koh Samui, Maldives, France/Spain/Portugal. In fact aside from Central America, none of the countries visited have required any vaccinations (except USA to vaccinate against Trump supporters)
 
- On most occasions I ask why I am being processed manually. Me: 'Is there a red flag or something in my profile causing this?'. CBP agent: 'Nope, not that I can see. Maybe try calling DFAT to check your passport etc'.​

Would the agent tell you if there was a red flag? Maybe it's policy to say 'no' ?
 
My photo recognition fails outbound 100% time in MEL and SYD, works 100% inbound, but has never failed anywhere overseas (eg AKL, CHC, LAX, SFO. SIN, HKG, HEL) in- or out-bound.
CBP tell me each time they've reset my biometric parameters based on the most recent photo, but it never seems to hold (outbound only).
 
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This happened to me 100% of the time leaving and arriving MEL/SYD/BNE for the last three years.
Similarly not getting any explanation from anyone at any of the authorities I took the border guard's suggestion to bypass the electronic gates and go directly to the assistance desks. This works very well with minimal delays. I use outbound and inbound express cards - outbound can be troublesome at peak hours.
It is just perplexing that the arrival and departure from your home country is not as fluid as you would like it to be.
I have no criminal record, work in a sensitive government role requiring security clearance, have an APEC card and travel relatively frequently.
Weird!

I have no issue using electronic terminals in New Zealand, USA and Finland and I am registered frequent traveller at Singapore, Hong Kong, UK with never a problem.
Work that out?

Ooh Roo
Willie
 
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I seem to be having a problem with my fingerprints. Both USA and Singapore. Had to try about 5 times in each place for them to gel with what was already on file? One agent told me I was pressing too hard the other my hands were too dry....
 
Similarly I have the same issues leaving and re-entering Perth. Fairly new passport, always get bumped on the way out, no probs coming home. Did contact DFAT who said I could bring my passport in for a check, but couldn't help otherwise. There used to be an assistance desk next to the operators which meant not joining up with the long queues, but that has been closed. Not looking forward to the next trip. So much for technology of the day.
 
I understand that lots of the next generation eGates are being rolled out now in Oz. The failure rates seem to related to Passport chip biometrics and the scanner. Mrsoatek and have been getting random failures, and we have different series passports, but overall seem to have about 75% success. Hope they work 100% with the UK egates when they alow us to use them, as having to go back and queue at LHR would be a right royal pain.
 
Similarly I have the same issues leaving and re-entering Perth. Fairly new passport, always get bumped on the way out, no probs coming home. Did contact DFAT who said I could bring my passport in for a check, but couldn't help otherwise. There used to be an assistance desk next to the operators which meant not joining up with the long queues, but that has been closed. Not looking forward to the next trip. So much for technology of the day.

My passport got rejected coming back into Perth last month. I get rejected about 40% of the time, inwards or outwards with no pattern.. There was no "Assistance desk" but there was a special lane for rejected E-passports and I was the next person processed.
 
So I’ve since travelled internationally a dozen times ex-Oz since my original post. On every occasion I’ve been directed to manual processsing as usual and I’ve asked the CBP guy please please tell me why. All of them said they can’t see anything in the system and that yes, we know you’re not a ‘baddy’. Finally, departing SYD two days ago I pleaded again for some answers and the guy was reluctant at first. I fished for some answers again, even for something minor that would help. Eventually he relented and suggested my name is similar to someone else who is a real life ‘baddy’, or at least being closely watched.

Case solved it seems, but it it still means I have the pleasure of manual processing for as long as this other ‘Gold Member’ is being watched or remains a baddy. Also pleased to know it has nothing to do with my multiple TRS claims which may or may not be entirely legit.
 
Case solved it seems, but it it still means I have the pleasure of manual processing for as long as this other ‘Gold Member’ is being watched or remains a baddy. Also pleased to know it has nothing to do with my multiple TRS claims which may or may not be entirely legit.

Can you get a 'redress number'? Not exactly sure how they work, but I think you apply, they look at you closely and decide 'officially' that you aren't the bad guy and it goes into the system and you (shouldn't) be pulled over again.
 
So I’ve since travelled internationally a dozen times ex-Oz since my original post. On every occasion I’ve been directed to manual processsing as usual and I’ve asked the CBP guy please please tell me why. All of them said they can’t see anything in the system and that yes, we know you’re not a ‘baddy’. Finally, departing SYD two days ago I pleaded again for some answers and the guy was reluctant at first. I fished for some answers again, even for something minor that would help. Eventually he relented and suggested my name is similar to someone else who is a real life ‘baddy’, or at least being closely watched.

Case solved it seems, but it it still means I have the pleasure of manual processing for as long as this other ‘Gold Member’ is being watched or remains a baddy. Also pleased to know it has nothing to do with my multiple TRS claims which may or may not be entirely legit.

Seems believeable, but on the other hand, I suspect both you and I have had a US visa approved within 24 hours of application, and I entered the US 2 weeks ago. In the period I have had the issues, I have always travelled with my wife, though she travels more often than me. I have been able to successfully use my passport thru the smart gates in Singapore and Frankfurt most recently, and also no issues coming home each time (so far!). Though it is now well in the past, in my time in the Navy I had the highest security clearance available. Once home, I will ask CBP about a possible red flag, and enquire whether some redress is available. I hope it works, as my knees don’t like standing in lines for long periods of time any more!
 
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