Travel groups say U.S. visitors report unfriendly reception
DHS spokesman says study attributing a decline in visitors in part to the way they're treated by government officials at airports is “flawed and self-serving.”
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.