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Trusted Traveler Program Denials

To qualify for one of the U.S. Customs and Border Protection (CBP) Trusted Traveler Programs, all applicants must voluntarily undergo a thorough background check against criminal, law enforcement, customs, immigration, agriculture, and terrorist indices to include biometric fingerprint checks, and a personal interview with a CBP Officer.

In the event you are denied or revoked from the SENTRI, NEXUS or FAST programs, you will be provided information in writing detailing the reason for this action. The letter will also contain guidance on how to seek additional information, if necessary.

If you feel the decision was based upon inaccurate information, you may contact the local trusted traveler Enrollment Center to schedule an appointment to speak with a supervisor. A list of locations can be found on the Trusted Traveler Programs web site. ( Trusted Traveler Programs )

If necessary, you may also write to the CBP Trusted Traveler Ombudsman at:

US Customs and Border Protection
300 Interstate Corporate Center [editors note: updated as of 12/10/2018]
Williston, VT 05495
Attention: CBP Ombudsman

Calls to the Enrollment Centers or correspondence to the Trusted Traveler Ombudsman should contain supporting information that can demonstrate the denial or revocation was based on inaccurate information. Having a criminal record or past violation of CBP laws/regulations/policies may render you ineligible for participation in the NEXUS and SENTRI programs. These programs have strict criteria for participation. For further information on qualifications please see the Frequent Traveler Programs web site, or contact your nearest local Enrollment Center. ( Trusted Traveler Programs )

You also have a right to view records that CBP may have on you. You may seek copies pursuant to the Freedom of Information Act (FOIA), by writing to:

U.S. Customs and Border Protection
1300 Pennsylvania Ave., NW,
Attn: Mint Annex Building, FOIA Division
Washington, D.C. 20229

You should not use the FOIA address to seek an appeal, explanation or review of your application. This address must only to be used to request copies of the information CBP may have on file.

Please be advised that CBP often relies on data from other agencies (i.e. Immigration and Customs Enforcement, Federal Bureau of Investigations, Drug Enforcement Agency) and your denial or revocation may have been based upon those records. In order to view records that may be on file with another agency, you will need to contact them directly.

There are exemptions that regulate CBP from divulging another agencys records. These exemptions include: Inter-agency or intra-agency memorandums of letters which would not be available by law to a party in litigation with the agency, investigatory records compiled for law enforcement purposes, records or information that could reasonably be expected to interfere with enforcement proceedings, information that may reveal a confidential source, or information that would disclose techniques and procedures for law enforcement investigations or prosecutions, and records that would disclose guidelines for law enforcement investigations or prosecutions if such disclosure could reasonably be expected to risk circumvention of the law.

For additional information on the Interagency Border Inspection System (IBIS), please refer to the IBIS Fact Sheet.