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Mobile Passport by Airside App Complaints & User Negative Comments 2024
Mobile Passport by Airside app received 45 complaints, negative comments and reviews by users. Have you ever had a bad experience using Mobile Passport by Airside? Can you share your negative thoughts about mobile passport by airside?
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Mobile Passport by Airside for Negative User Reviews
✓ App works, Service at the airport did NOT :(Downloaded the app because a friend on our trip that flew back a few days before us tried it out and recommended it. App seems to work fine. Well designed, intuitive, and easy to use. I can see how it theoretically cuts down on time standing in line to get through customs. Unfortunately the four of us flying together who took the time to download the app scan our passports and answer the customs questions, didn’t actually get to see whether it cut down on any time or not at the airport (BWI) because when we got there the physical service was down and the line was closed off. It was a pretty big let down. When I asked the airport employees about it, three of them throughout the customs process had very strong opinions about the service and told us they hated it and it was more trouble than it’s worth. I can’t give more than 3 stars because no matter how well the app works, the service is very much part of the total package, so if it doesn’t work at all then as far as I’m concerned the app and service is not a success. 3 stars is generous. Best thing I can say is that it’s a good idea but the execution is poor..Version: 2.9.1
✓ Mobile Passport we could not use it! They discontinued it at Port Everglades terminal 29!Wonderful! We did not have to stand in a lineup!.Version: 3.6.0
✓ "Upgrade" makes you pay to restore functionalityI just upgraded, expecting no real change in functionality, only to discover the new version was going to delete all my stored information unless I paid an annual fee for the premium version. Without paying, you now can't scan your passport to enter all the details--you have to enter them all manually on every trip. You also need to take a new photo each time. This kind of bait-and-switch approach to marketing is not classy, and not what I would expect from a government-sanctioned app..Version: 3.3.0
✓ Privacy issuesI cannot trust a company that uses advertisements in an app that also stores your personal data and passport. This should be taken care off by government with proper procedures, protection and not by commercial company that potentially could sell that data. This is unacceptable if it comes to sharing passport and PII data..Version: 3.4.0
✓ Bait & SwitchThe app was great until they started charging a fee for what they used to give you for free. The original version of the app scanned and stored your passport information for free and now they want you to pay not just once but every year for it. No way! The paid version doesn’t even offer anything new. It just charges for what used to be free. Don’t bother with it..Version: 3.3.2
✓ Mobile Passport actually made me miss my connecting flightI knew that an hour twenty minutes wasn’t a huge amount of time to switch flights when entering the US from an international flight but felt it should’ve been sufficient considering I didn’t check any bags. I entered all my info on the app when landing in Ft Lauderdale. However once in the building the app wouldn’t open up. I kept trying and it was just frozen. I eventually had to restart my phone. By this point I was almost to the kiosks. So I move onto the line for passport control. As I was on a short connection they called out my flight to get into a shorter line. This line ended up being longer as I watched the people I was behind and in front of fly through their line. By the time I get to a CBP Officer I’m told I’m in the wrong line and have to go back to the original line I had been informed Mobile Passport. I finally get through the security check just in time to see my plane at the gate with the doors closed. I’m now stuck in Ft Lauderdale overnight with no compensation as it was not the airlines fault. Somehow this system did not help me. In theory it should and I hope it can be a smoother process in the future..Version: 3.3.0
✓ Free version useless nowIt was good for keeping passport info for my family but the new feee version doesn’t allow that anymore.Version: 3.3.1
✓ Waste of timeReally really annoyed. Your app updated. I already had my passport data entered now your bloody update deleted everything and will not allow me to retrieve or reinput the details. Unless i pay a yearly fee! WTH I’d already had it in the app before so now you delete it and want me to pay a fee to use a feature i had prior to the up. How absurd! Plus it’s taken over a month just to check my passport, to which i still do t have a receipt for. What a waste of time this app is. Do not update. The app only give you the option to update to a paid version. Which is to give you access to your data, which, you could access prior to updating. Or it will delete your data!! Pricks.Version: 3.3.0
✓ It works, BUT...I’ve used the app in the past with success, but beware of a recent change requiring an expensive subscription fee to store passport details. Sure, you can use the app without the subscription, but you’ll need to enter passport details for and take a photo of every member of your party manually each trip. This would not be so bad, except if you do it too early the app will force you to delete the data and do it all over AGAIN. This is what happened to me. I did all the data entry during the flight (not ideal as it is) and then when I landed, I had to frantically do it all over again, on the plane, in the dark, for four people including two tired kids because the app decided it had stored the data too long. By the way, I would gladly pay a per-use fee for the app (say $5-$10) but I don’t travel internationally enough to justify the expensive subscription. I’m not sure I’ll bother with it again, especially since acceptance of the app at airports in the U.S. remains spotty, and implementation of the expedited process on the ground remains confusing and uneven. Too bad; there was a lot of promise here. The reality is the U.S. needs to revamp the immigration and customs process for the benefit of everyone, by default and for free..Version: 3.4.1
✓ They don't say you have to payVery sneaky. They don't mention in their ads, website, or mobile app that you have to pay to use the app up until you've submitted all your info. Reported it to Apple..Version: 2.6.0
✓ Waste of timeIt actually took us longer to wait in this line, and then we were asked to complete the normal customs protocol anyways..Version: 3.13.0
✓ If I could give it a negative I wouldThis was probably the worst experience of my life at any customs in any country, and I was traveling from a third world country. ATL needs to get their stuff together. We waited in that line for almost 2 hours with probably less than 20/30 people in front of me. What they don’t tell you is that if you start the mobile process, you can no longer get out of line and go to the regular which seemed to go by faster. When we complained to some of the CBH agents, the lady said that it was because it also served people in wheelchairs. There were almost no wheelchair people going by, that was such a ridiculous excuse. After the entire line got fed up and yelled at one of the agents, she came back and pulled everyone starting from a random spot in the middle and took them to a new line. All of us that were waiting in the very front for literally hours watched as people who waited less than us got pushed to a new line. This caused me to miss TWO flights and ended up staying in Atlanta for the night. The regular lines for customs were even more unorganized and seemed never ending. The staff is completely lazy and slow. Do yourself a favor and don’t even travel to the US if you have to go through Atlanta, it’s that bad. And for the love of god, do not use this stupid app there. Not sure how it’s at other airports but not here. I will never fly Delta or through ATL ever again..Version: 2.9.1
✓ Good service but should be freeThis app offers access to a fast lane at some US airports. That is great. But the app is set up so that it is a pain to use without a subscription. And a subscription is hard to justify if you don’t travel frequently..Version: 3.11.0
✓ Won’t use againUsed Mobile Passport for the first time and got pulled into secondary inspection. Had to wait forever and then had all my bags searched. Everyone else in line eventually passed right by me. I won’t use this again and wouldn’t recommend that anyone use this stupid app!.Version: 2.9.2
✓ Not accepted at NewarkGood idea. Not useful for me at all yesterday..Version: 3.13.0
✓ Very few destination partners for this appVery few destination partners for this app. Please unsubscribe me and delete the logon data you just harvested..Version: 3.10.2
✓ Mixed experienceYes I very quickly got to the customs area which was brilliant, but once there the wait was ridiculous. The queue they put us in was not mainly for US citizens which meant the wait was extremely long -- linger then I've known it for years. Very frustrating..Version: 2.11.4
✓ It cost to use and save your infoIt’s just easier just to show ur passport.Version: 3.4.4
✓ Three stops instead of one!First time using the app. My experience was frustrating. Entering data and receiving my QR was a breeze however at the customs window it all fell apart. First there was no internet service in the terminal so I could not get the app to open when in front of CBP so back to the line. Finally someone told me to pull up WiFi using the mobile passport WiFi access. Finally opened app and got through that check point. Note that a screen shot of the QR is no acceptable. Next we need to go through our final exit point. We show CBP the QR’s and they say that the QR on the screen is not what they need. They hand us an orange card and send us to secondary screening. Off we go to another line in another room where baggage and passengers are being heavily screened. CBP does not understand why we are there. We explain and they do not know what to do with us. They see our frustration as we explain that this was supposed to expedite and now we are at our third stop. Finally the pass through with no further questions. Clearly because they don’t know what to do Need to educate CBP at window level and put on faq that screen shots are not acceptable and app needs WiFi with CBP mobile access..Version: 2.11.4
✓ Don’t useUsed it in Seattle, walked right through. Picked up our luggage, went to clear customs officer scanned phone, the said we have a problem. App had reversed month and year of flight. Back to kiosk to sign in, app had locked us out. Major hassle. Custom Officer said never use app..Version: 2.6.1
✓ Out of serviceFilled in all details online and got receipts. Arrived at CBP officer and were told the app wasn’t working at Port Everglades that day. Disappointed..Version: 3.4.4
✓ Poorly managed line. Bad employees, too.Came in from Paris last night into ATL at 5pm. The Mobile line was well marked to the right of the regular line. Except, I was shocked to see the airport employees were using the mobile line for all the wheelchair passengers and flight crews. I counted 17 wheelchairs and these were all passengers from the Qatar flight and glancing around over them they all were carrying non US passports. 1 CPB officer doing Mobile line while assisting regular line. The 3 airport employees who supposed to be helping the wheelchair passengers and keeping the line moving were laughing and joking around, not moving the line or paying any attention to the wheelchair passengers after they queued them up. Who, by the way, were not receiving care or attention from these 3 degenerate employees. I was in mobile line for 55 minutes. Is the process to utilize mobile line for wheelchair passengers and flight crews? CPB should have a dedicated line for the wheelchairs and passengers with needs so they’re treated with dignity and respect and can allow them to get them through customs as well, while keeping the mobile line open and moving and doing what it’s designed to do. Terrible first experience with mobile line. Just sign up for Global Entry and avoid this inefficient mess if this is how this line is going to be utilized by the airport..Version: 2.9.2
✓ Can't delete your own passport until you payThe manage passport section is blocked off until you pay. Meaning you can't even modify or delete your own passport..Version: 3.3.1
✓ Simplified Process, slower lineI’ve been a fan of the Mobile Pass option. However, I’ve been disappointed with the low priority users of the app has in line when being processed by customs agents. In DFW, the agents who clear US residents through customs also at the same time clear people who are in line with the Global Entry - so each time a global entry person steps up, they stop processing people with Mobile Pass and move Global entry customers ahead of those who have been waiting in line with the Mobile Pass. Yesterday, the general customs line was very long (hundreds). The Mobile Pass line had 20 people in line. I went in the Mobile Pass line and my friend who did not have the app went in the general line. I waited 29 minutes to reach a customs agent who was taking Global Entry individuals priority to me. My friend who was in line with hundreds of general customs individual cleared 5 minutes faster than I did… Excellent work to the agents working the general customs clearance on their efficiency. Very disappointed how the mobile pass line is managed and staffed. Many who were around me said it was the last time they would use this app if this was how the process was to be managed. I tend to be in agreement with them..Version: 3.13.0
✓ Didn’t work in SeaTacHave used it many times before in SeaTac. Almost missed my plane last one to board as I had to go through the huge line up in security.Version: 3.4.2
✓ Awful app. And they don’t refund you.The worst app. It’s a lie. I paid the subscription, and tried to use it in Miami and Dallas and it did not work in both locations. These people are thieves..Version: 3.6.0
✓ Does not have Detroit as entry portNot useful.Version: 3.5.1
✓ Not very usefulI downloaded the passport app and added my wife’s and my passport information for our trip to Europe. It proved to be pretty useless when flying into Newark. When first showing our passports, it was just as easy to hand over our passports as my phone. When going through customs we still had to wait in line, and it was unclear if we could have skipped the machines where we scanned our passports and answered the usual five questions about what we were bringing into the country. Maybe we could have and it would have saved a little time. We then had to wait in line again with everyone else prior to getting our bags. People with mobile passports had to go off to the side after getting to the front of the line and it seemed to take them longer to get through, so we opted to use the slip of paper printed by the machines. So, we ended up not using the app at all and it doesn’t seem like it would have saved any time at any point, unless we could have skipped the machines as mentioned previously. If U.S. customs created a separate mobile passport app line similar to TSA Precheck that made it faster to go through customs, then the app would be worth it, but for now I’m giving it one star because it seemed completely useless. Additionally, since the app is unusable outside the U.S. and you have to have your passport anyway, it’s hard to see the point of the app..Version: 3.4.2
✓ DisappointedI have had this app for years, and always loved it. Am now just about to make my first trip back to the States in several months with my new baby- was looking forward to using Mobile Passport to get through quicker! However, as I’ve just opened the app to add a profile for the baby, I see that now my information has disappeared, and unless I pay, I now have to submit my AND my baby’s information every time we use the app. And you can only do that within 4 hours of going through customs? So...when I land in the States after a long international flight with an infant, I’m supposed to sit there while taxiing and enter in all the information for myself and my baby, AND take photos? With the terrible cell signal I always seem to have at every airport on the tarmac? No thanks. I guess we’ll just have to chance it with those stupid kiosks. I would have thought the app would remain free to encourage people to use it and get through quicker, but it figures this app too has gone the way of TSA PreCheck and Global Entry and Clear and all that other stuff. I understand it costs money to create and maintain all this stuff, but come on. I’ve been using this app for free since the beginning! Why change now?.Version: 3.3.1
✓ ConfusingThe concept of the app is great, to save paper and time, but when you arrive at customs it isn’t at all clear what you now do. It may be set up differently in each airport so I’m describing our arrival at Boston Logan airport. There were sections labeled for Global Entry, regular lines and then a sign for Mobile Passport with a lot of kiosks set up. That didn’t seem like what we expected so I asked an agent and he pointed to the MP kiosk area and said just be sure to scan the barcode, which implied you went to a kiosk. There was no place on the kiosk to scan the barcode and in fact you were just doing the same thing standing at the kiosk, scanning your passport, having a photo taken and answering the questions, as you had already done on the app. We did that and it spit out a paper to take to the next agent, following the usual routine. Doing a lot of searching it sounds like we should have just walked past the kiosks to that agent, showed him the app was completed and he would have sent us directly to the next agent to scan the app and look at our passports. It would get you through faster if that was all clearly explained..Version: 2.7.0
✓ Port Everglades Pier 18 Unorganized!For the first time we tried to use the Mobile Pass to bypass the long lines and expedite check out at US Customs. While waiting for our baggage tag number to be called while still on the ship, we logged into the app, answered the questions, submitted the information and received our confirmation. After we picked up our luggage we followed the signs for the Mobile Pass and were let into a separate line that led to 2 Mobile Pass Lines. While in line we found several parties that did not have the Mobile Pass which explained why it was taking so long. The representatives that were directing people into open Custom Lines kept sending regular passengers into the Mobile Lines. When we got to the front of our line the lady told us to go to a different line and we told her we had Mobile Pass and she said it didn’t matter and to just go where she told us (she was a bit rude about it). So we did and when we got to the Line we asked the lady at that line if they could scan the Mobile Pass and she said she didn’t know. We got up to the Agent and he said he didn’t have a scanner and just checked our regular passports and we finally finished. I think this is a great idea, but the process did not work and the employees working the lines had no idea how it was supposed to work either. They just wanted to get people thru the lines as fast as possible. I gave this 1 star because there isn’t an option for no stars..Version: 2.11.1
✓ Not usingI input the information only to arrive at Port Everglades to be told they aren’t using this any more..Version: 3.0.2
✓ Can’t scan passportRemoved the ability to scan your passport information automatically — all other apps can do that with passports or credit cards, why not this one..Version: 3.3.0
✓ PassportsIt’s only offered to US and Canadian passport holders. Make it available to UK, Australian and European passport holders too..Version: 2.8.1
✓ Only as good as the people who use it.Great idea. Great app. I haven’t had any issues with it. My discontent is with the TSA employees that you must interact with in order to benefit from it. The woman directing people to the open counters at customs didn’t even look at me holding my phone up right in front of her face to point out the use of mobile passport. She called out a counter number and we went. We were immediately informed that mobile passport wasn’t accepted at that counter and the TSA agent directing people should have sent us to the other end. We walked back to her and were blamed for not informing her of our mobile passport use and sent to another agent. When we got there, he said he was not open and just sat there and stared at us. I explained that we were told to come here and was about to ask what we were supposed to do now but was cut-off by the agent so that he could explain the obvious which was that she must not have known that he wasn’t open. More silence and not a shred of help or even instruction. Finally, a decent human being employed by the TSA noticed that we were completely abandoned by the system and brought us to a counter to personally see us through. Great app. But useless without instruction or human support..Version: 2.9.3
✓ User errorOn one hand, I am in shock that more people aren’t using this app. Especially my younger app-focused peers who seem content to pull out a pen at the kiosks and get to work after a 16 hour flight. Perhaps the word this app is a available hasn’t yet reached all audiences. I say this because, on the other hand, as useful and simple as this app is, it is only as good as the agents at your point of entry. While it saves time filling out the declarations form, this is the second year I’ve returned home, phone & passport in hand, to clueless customs agents and incompatible systems. I’ve been told to queue in the wrong line in the past and this time the agent was not only reluctant to use it, but he said he liked the old system better, only to tell me his system could not accept it. After asking the guard what to do I was shuffled to another agent. Then after another short wait, I was successfully processed and could proceed. I really hope that at some point soon the makers of the app can get together with customs agents that have to use it, and make sure each and everyone involved in the arrivals process is on the same page. Until then, get the app, but please do be proactive on arrival as you may encounter some uninformed or confused agents using clunky electronics and a lot of user error..Version: 3.4.4
✓ Great conceptI think the concept of the app is great but the communication between the app and the airlines must be better for me to add an additional 2 stars. It did get me through immigration quicker but I still had to fill a little sheet for customs and what not.Version: 3.5.0
✓ GlitchesDownloaded app., while partner was in the washroom in the immigration area in LA airport, and entered my info. App. wouldn’t let me go back and put in his info. after he came out of the loo. I suspect it was a “form submission” issue as there was the opportunity to add another passenger earlier on. Hundreds in the Immigration line, being processed at a glacial speed. Off to the side was what appeared to be a sign for a separate line for people who had used the app. Asked the officer 👮♀️ if this was in fact so and whether it is quicker. His slowly considered reply was that he didn’t know. The benefit of the app., that I can see, is that you can enter your info, anywhere, even on the plane before you disembark. Thus the app. asks the questions, rather than the kiosk/machines. The real time-sink is (a) the lack of immigration officers 👮♀️ (there were only a handful on for hundreds of passengers on our trans-pacific flight) and (b) the app glacial speed at which (if the one we had is illustrative of most of them) they work. He processed us like he had all afternoon to do it, including a corny joke. It was embarrassing - people behind us had been queued for nearly an hour. It appears that this app. only keeps your passport info. if you get the next (paid) version. Bah! The real time-sink is with the immigration officers, not answering the questions, on either the app. or at the kiosk/machine..Version: 3.7.0
✓ Missed our flight, terrible experienceWe were in line but they were having problems with the system so they recommended we download the app to speed things up...bad idea. It seemed impossible to scan the passport with my phone, but once I finally got that done we exited the non-moving line but apparently the app only saved one of the 4 entries. You need to take a picture with each one, but I never saw that option til the end when the customs lady said I needed to start over. I wanted no part of that 10-15 minute frustration so she sent us to the kiosk where we quickly entered the data but my daughter got tagged randomly I suppose, so we were sent to a 20 minute line with only 1 customs person to do the U.S. citizens. Terrible planning by customs, we spent 50 minutes in customs and then missed our flight because we had to exit, recheck our bag, and deal with a 15-20 minute TSA line. Additionally, there were a few customs people standing around seemingly doing nothing, they seemed to have no empathy that many people were complaining about missing a flight, and they were generally grumpy/lethargic. Having just returned from Mexico, I can say their customs experience was much better. I am usually a staunch supporter of law enforcement, but customs now ranks down below the DMV in my mind..Version: 3.0.2
✓ The last 3 times I tried to use unable to processThe first couple times I used this app it was great and a breeze, but the last 3 international trips I took I’d submit everything and then get an ‘unable to process’ message - I have service when I submit, and even tried submitting again both on WiFi and with my husband’s mobile hotspot, but never works anymore. This app is no longer dependable and now I guess I’ll just have to apply for global entry..Version: 2.11.4
✓ Border agent didn’t have scannerApp was fine and easy to use, but the border agent said they didn’t have the system or scanners set up. Still had to fill out the form by hand..Version: 3.13.0
✓ DisappointedApp itself works fine but maybe I’m more upset with the fact that we certainly didn’t “breeze” through customs. The blame should maybe be on Newark airport, which yet again, was another joke coming home from an international flight. Signs could be better. If it’s your first time using it you expect a dedicated line and may not assume to just walk past everyone wasting time at the kiosks that don’t have the app. Then you’d expect a dedicated line and a much faster line for mobile passport users to the customs agents but we didn’t really experience that. We did go in a shorter line but so did people without the app and then like only Newark can, the hundreds of people waiting to go through customs have just two lines open, with each agent mysteriously taking breaks or walking travelers to another area....I mean the entire process is laughable. Again, the app works but what’s the point if it barely saves anytime at the airport? Just my two cents. Maybe it’s just my experience, maybe just Newark, who knows. All I know is it didn’t save a ton of time so until things improve I wouldn’t get my hopes up..Version: 2.11.4
✓ Seemed like a good app but poor implementation!I was travelling on a United flight from Guatemala City to Montreal with a connection through Houston. I was travelling with three others: a Canadian Permanent Resident travelling on a German ppt (not eligible to use the app) and two other Canadians who chose not to use the app. I had downloaded the app thinking it would have been faster to process through Houston as we were in-transit and to see how it worked. The whole idea of a “pre-clearance” seemed to mean it should have been a faster than normal process. Not only was it not faster, the other travellers I was travelling with including the Canadian PR travelling on the German ppt were processed far faster that I was. From my perspective, the issue was that only one agent was assigned to the Mobile Passport line. While this may not have been the primary issue, it became a significant problem when the agent closed the line and we were now being processed with the crew line. Since crew are a priority (and I understand why), our line had no movement. None!! The agent processed 15-20 crew before calling a single traveller in the MP line. In the end, I gave up. I was afraid I was going to miss my connecting flight. I walked back to the regular flow and saw an agent. While I was excited to try the service I can only comment that the implementation at the airport was very poor. Surely, assigning one agent and then shutting that down was not going to result in satisfactory service..Version: 3.0.2
✓ Hassled at last checkEverything went smoothly until the last check as I was leaving the baggage area with my bags. The border control officer was quite annoyed I was not prepared to immediately reproduce my passport and border submission receipt along with my exit card. There were no instructions posted at the exit checkpoint. He then proceeded to question me for at least 5 minutes about nonsense. He more or less cross examined me about my responses to the 5 admissions questions. Nothing wrong with that except his questions were pointless. "How much currency do you have? ... What do you mean a by a couple of hundred dollars? "Etc....Version: 2.6.0
✓ Great if it worksI had 2 failures to connect and issue the pass before I had a success. Once I received the pass, it was very fast..Version: 2.8.2
🙂 Mobile Passport by Airside Positive Reviews
Mobile Passport by Airside works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Mobile Passport by Airside.
⛔ Mobile Passport by Airside Problems
