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Foreigners visiting the United States often point to government officials at points of entry -- rather than terrorism -- as their biggest worry, according to a report released Monday.

A 17 percent decrease in overseas visitors to the United States since Sept. 11, 2001, is partially a result of "rude and arrogant" treatment by airport security employees, said Geoff Freeman, executive director of the Discover America Partnership, a group of businesses promoting travel. The partnership, with the assistance of RT Strategies, a public affairs opinion research and polling organization, published a report based on a survey of more than 2,000 travelers to the United States and other nations.

A third of respondents said immigration officials were so abrasive that they do not plan to return. More than half of respondents said they were concerned about a terrorist attack or crime and safety issues when they visited the United States. But even more -- 70 percent -- said they were worried that "legal and security issues" and treatment of visitors, would mar their stay.

"Welcoming visitors into the country is public diplomacy 101," Freeman said. "We're failing."

In response to the criticisms from travelers, several airlines have approached the Homeland Security Department, the State Department and the U.S. Chamber of Commerce about providing "hospitality training" for federal security workers, Freeman said.

A DHS spokesman declined to say whether the air carriers had offered to provide the training, or whether any agencies would accept it. "The survey is flawed and self-serving," said department spokesman Jarrod Agen.

The study separated the responses of travelers from the 27 Visa Waiver Program countries from those of other visitors. The program allows short-term visitors from participating countries to enter the United States with e-passports in lieu of visas.

Despite the intended advantages of e-passports, travelers from waiver program countries were "no more satisfied than [those] from other countries," said Tom Riehle of RT Strategies. Of the 27 countries eligible to have registered travelers exempted from carrying visas, 24 completed their e-Passport implementation requirement on time.

Freeman said he hopes his group's study, and an upcoming one that will closely examine the financial impact of the results announced Monday, will guide policy changes. He said he is not advocating diminished security standards -- only a re-evaluation of how the government interacts with international travelers. He noted that the study is based on perceptions.

Still, "perceptions have a way of becoming reality," Freeman said.

COMMENTS

• i have live and traveled in both the us and canada. canadians are nicer if they think you are just a visitor. Immigrate and the fangs come out. I have many immigrant friends and family members and they too think the US is far kinder and nicer. Customs are just busy and matter of fact no time for chit chat. I found the Canadian ones ruder to me when I travel with my disabled daughter. We have driven, flown and taken the bus and I know the US customs get a lot of nuts and are ten times more busy and are law enforcement officers as opposed to the Canadian side. I find Americans all over far more kind and friendly then I did. The most friendly place I found in Ontario, Branfford. amom Posted May 26, 2008 12:25 PM
• This discussion has turned into Americans are rude vs. Canadians are rude. That's not what the issue is. It's whether the U.S. Customs and Border Patrol are rude. Some Americans are rude some are friendly -- same as with Canadians. I found some very rude Canadians in Winsor but some extremely helpful, nice and friendly Canadians in Toronto. The issue is U.S. Customs, and they are rude. I understand they have a job to do. I even understand that it is probably helpful in their job to be intimidating; however, there is no need to be rude. I was very polite, said thank you, yes sir, had my documents ready, etc. They talk to you like you’re nothing, demand documents and order you to do things. Customs need to use a little decorum. Do your job, I'm all for it, but don't be rude in the process. GovExec.com reader Posted January 14, 2007 8:51 PM
• Brian, I'm glad you consider yourself to be a "legitimate" foreign visitor to my country. However, that means nothing to us, because every visitor would characterize himself or herself in that way. We don’t know who is entering our country, and must therefore be very careful in screening visitors such as yourself. I'm sure that you are a nice guy, but we have no way of knowing that. That's why we have border searches, and unfortunately, while looking for the "bad guys," the "good guys" might also be inconvenienced. Sorry if some of us were "rude" to you, we'll try to be friendlier next time! Happy holidays. GovExec.com reader Posted December 21, 2006 11:47 PM