Customer Reviews (100)

ashish solanki • 2025-03-30T12:22:15.916Z

Great app to ease out the process

Jessica Jenkins • 2025-03-30T00:12:16.693Z

works well

Gmagpa silvers • 2025-03-29T23:31:14.825Z

I coming home 🏡

Summary of Key Insights

The Mobile Passport Control (MPC) app receives mixed reviews. While a significant portion of users (61%) find it easy to use and a time-saver, a substantial number (29%) report issues, particularly with crashes, submission errors, and the app not working as expected at the port of entry. The overall sentiment is positive, but the high number of 1-star reviews indicates significant reliability and usability problems. The app is praised for its potential to expedite customs processing, but its inconsistency and lack of support at all locations undermine its value proposition for some users.

  • Strengths: Ease of use when it works, potential time-saving benefits, user-friendly interface.
  • Weaknesses: App crashes, submission errors, lack of MPC lane availability at some airports, issues with photo capture, incompatibility with certain devices (Android, Huawei), confusion about required documents (Green Card vs. Passport).
  • Overall Rating: While the average rating is likely above 4 stars given the distribution, the negative reviews raise serious concerns about the app's reliability.
  • Score Distribution: 5-star (61%), 4-star (3%), 3-star (4%), 2-star (3%), 1-star (29%). This shows a polarization of user experience; users either love it or hate it.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Primarily February 2024, with some older reviews.
  • Analysis Methods: Sentiment analysis (manual), keyword extraction, frequency analysis of mentioned issues and features. The analysis focuses on identifying recurring themes and patterns in user feedback.

Key User Pain Points

  • App Crashes: Many users report the app crashing upon opening or during use, especially after updates. This is a critical issue rendering the app unusable.
  • Submission Errors: Users encounter errors when submitting their information, leading to frustration and wasted time.
  • No MPC Lane: Some users report arriving at their destination only to find that there is no dedicated MPC lane, negating the app's purpose.
  • Photo Capture Issues: Users have difficulty with the photo capture process, particularly when traveling with families, and the app's timeout feature forces them to retake photos.
  • Device Compatibility: The app exhibits compatibility issues with certain Android devices (Samsung, Huawei), resulting in crashes or malfunctions.
  • Data Loss: Users report that saved information is sometimes lost, requiring them to re-enter data.
  • Document Confusion: Green card holders are confused about whether to scan their green card or passport.
  • Slower than Regular Lane: Some users experienced the MPC lane being slower than the regular passport control lane.

Frequently Requested Features

  • Save Passport Photos: Users want the ability to save passport photos within the app to avoid having to retake them repeatedly.
  • Improved Error Handling: Users want more informative error messages to help them troubleshoot submission issues.
  • Document Scanning: Users want a built-in document scanner to automatically extract information from passports and green cards.
  • Pre-Arrival Notification: Users would like to be notified if an MPC lane is not available at their destination airport.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to use and intuitive when it works correctly.
  • Time Savings: Users who successfully use the app report significant time savings in customs processing.
  • Convenience: The app is praised for its convenience, especially for families and frequent travelers.
  • User-Friendly Interface: The interface is generally considered intuitive and easy to navigate.

Prioritized Action Recommendations

  • High Priority:
    • Fix App Crashes: Immediately address the app crashes reported on Android devices, especially after updates. This is the most critical issue affecting usability.
    • Resolve Submission Errors: Investigate and resolve the causes of submission errors, providing users with clear error messages and guidance.
    • Improve Device Compatibility: Ensure compatibility with a wider range of Android devices and address the specific issues reported by Samsung and Huawei users.
  • Medium Priority:
    • Implement Photo Saving: Allow users to save passport photos within the app to streamline the submission process.
    • Provide MPC Lane Availability Information: Integrate a feature to inform users if an MPC lane is not available at their destination airport.
    • Clarify Document Requirements: Clearly indicate whether passport or green card information is required for submission, based on user status.
  • Low Priority:
    • Add Document Scanning: Implement a document scanning feature to automatically extract information from passports and green cards.
    • Improve Timeout Handling: Increase the timeout duration for photo capture to prevent users from having to retake photos repeatedly.

Opportunities for Startup Ideas

  • Real-Time Airport Wait Time Tracker: A separate app or feature that provides real-time wait times for different airport security and customs lines, including MPC lanes. This would help travelers make informed decisions about which lane to use.
  • Automated Passport Photo App: An app specifically designed to take and format passport photos that are compatible with the MPC app and other official applications. This could address the photo capture issues reported by users.
  • Travel Document Management App: A comprehensive app for managing all travel documents, including passports, visas, and boarding passes, with secure storage and automated data entry features.

Trends and Observations

  • Android Issues: A significant number of negative reviews mention issues with the app on Android devices, suggesting a need for better testing and optimization on that platform.
  • Update-Related Problems: Several users report that the app stopped working after updates, indicating potential issues with the update process or compatibility with older devices.
  • Inconsistent Experience: The app's effectiveness varies depending on the airport and the availability of MPC lanes, leading to an inconsistent user experience.
  • Language: Predominantly English language reviews.

Conclusion

The Mobile Passport Control app has the potential to significantly improve the customs process for travelers, but its current reliability issues and inconsistent performance undermine its value proposition. Addressing the app crashes, submission errors, and device compatibility problems should be the top priority. Improving communication about MPC lane availability and streamlining the photo capture process would further enhance the user experience. Overall, the app needs significant improvements to achieve its full potential and provide a consistently positive experience for all users.

Recommendation: Prioritize fixing the app's technical issues and improving its reliability. Focus on Android compatibility and provide clear communication about MPC lane availability.

Original App Link

https://play.google.com/store/apps/details?id=gov.dhs.cbp.pspd.mpc