She has big Global Entry problems.

Global Entry can’t get a fingerprint because there isn’t one

Georgeann Lenard’s Global Entry application is stuck because of an unusual problem, the result of an unusual accident. Can this application be rescued?


I need your help with my application for Global Entry, a U.S. Customs and Border Protection program that allows expedited clearance for travelers entering the United States. I can’t contact anybody at the Global Entry number or email about the status of my application and interview.

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I believe the problem is that it is difficult to get fingerprints from my right hand as a result of an industrial accident over four decades ago. Pioneering hand surgeons saved my hand and forearm. Unfortunately, my fingerprints are severely compromised on my right hand. I’m not even sure I have much in the way of prints.

My application was accepted months ago, and I went for my interview and fingerprinting at Philadelphia International Airport in January. I have not heard anything from Global Entry — not even a rejection of my application. I have tried to call them, but I get recordings and can’t get a person on the phone. And I have emailed with no result.

This fingerprinting problem can’t only affect me. I was also given a TSA PreCheck number at the time of the fingerprinting, but I’m not sure whether I can use it legally. I have no criminal record. Can you help me?– Georgeann Lenard, Philadelphia, Penn.


You’ve raised a question that I asked when the first kiosks first appeared years ago: What happens when a traveler doesn’t have a finger to scan? I should note that the question was laughed off by my colleagues in the newsroom and deleted by my editor. Too abstract, they said. They were wrong.

The answer, unfortunately, is that U.S. Customs and Border Protection has no idea what to do with someone who had an industrial accident.

You were correct to put your grievance in writing. That’s the best way to document a problem and ask for a resolution. Calling Customs may or may not fix the problem. That’s the way it works with most consumer grievances. You have to create a paper trail.

The good news about your Global Entry application

By the way, I highly recommend Global Entry, even if you travel infrequently. It cuts the amount of time you have to wait at the border, and it gives you TSA PreCheck status, so you don’t get harassed at airport security. That’s well worth the $100 application fee.

Finding a real person at Customs can be a challenge, even for me. I can’t take any credit for the following resolution: Thanks to a friend of a friend who works for the government, someone looked into your Global Entry application. And I’m happy to report that it’s been approved.