CLEAR - Travel & Experiences

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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TOP INSIGHTS

A weekly roundup of CLEAR - Travel & Experiences's key feedback

Camera Malfunctions

A significant number of users, approximately 20%, report issues with the app's camera functionality, which fails to load or operate correctly, preventing them from uploading necessary documents like passports. This technical glitch severely hampers the app's usability.

The app's camera won't open to take a picture of my passport, making it impossible to proceed.

Customer Service Delays

Around 25% of users express frustration with the lack of responsive customer service, citing long wait times and unhelpful AI chatbots. This lack of support leaves users feeling abandoned when they encounter issues.

I waited over 90 minutes for chat support with no response, making it impossible to resolve my issue.

App Functionality Issues

Approximately 15% of users find the app's functionality lacking, as it often redirects them to the website and fails to perform basic tasks like updating personal information, leading to a frustrating user experience.

The app just sends me back and forth between the app and the website, making it useless.

Limited Airport Coverage

About 10% of users are disappointed by the limited availability of CLEAR services at airports, with some locations lacking CLEAR lines or having them closed, which diminishes the value of the service.

CLEAR is not available at most airports I visit, making it a waste of money.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Global Entry

Global Entry receives high praise for its efficiency and ease of use, with many users appreciating the streamlined process for re-entry into the country. However, some users report issues with app functionality and occasional confusion at customs, but overall, it is seen as a valuable tool for frequent travelers.

#2 RUNNER UP

TSA PreCheck

TSA PreCheck is generally well-received for its ability to expedite security checks, with users appreciating the shorter lines and faster processing times. However, some users express frustration with the app's inaccurate wait time estimates and lack of real-time updates, which can lead to missed flights.

#3 Straggler

CLEAR - Travel & Experiences

CLEAR receives mixed feedback, with users appreciating the concept of expedited security but expressing significant frustration with the app's functionality and customer service. Many users report issues with app features, such as camera and passport upload failures, and find the service unreliable at certain airports.

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Nuggets

Major Highlights of the Week

Camera Malfunction

The app's camera feature fails to load, preventing users from uploading necessary documents like passports, which is crucial for service activation. This issue is exacerbated by the lack of troubleshooting guidance, leaving users unable to proceed with their setup.

The camera won't open to take a picture of my passport, making it impossible to activate the service.

Ineffective Customer Support

Users experience significant delays and unresponsiveness from customer support, with no live help or accurate wait estimates, leading to unresolved issues and frustration. The reliance on AI chatbots further compounds the problem, as they provide inadequate assistance.

Opened the chat and waited over 90 minutes with zero response, despite being promised a 15-minute wait time.

App-Website Redundancy

The app frequently redirects users to the website for account management tasks, creating a redundant and inefficient user experience. This back-and-forth navigation frustrates users who expect seamless functionality within the app itself.

The app just sends you back and forth from the app to the website when you click any hyperlink.

Limited Airport Coverage

CLEAR's service is not available at many airports or specific terminals, rendering the app useless for frequent travelers who expect consistent access. This inconsistency undermines the value proposition of the service, leading to dissatisfaction.

90% of the airports I’ve gone to either do not have Clear at all or do not have Clear at this terminal.

Misleading Marketing Practices

Users report deceptive marketing tactics, such as being misled about free trials or app capabilities, which damages trust and credibility. These practices result in unexpected charges and unmet expectations, causing user dissatisfaction.

Signed up for a free trial but was charged for a whole year, and no one responds for customer service.

App Compatibility Issues

The app's functionality is compromised on certain devices and operating systems, such as iOS 17, preventing users from completing essential tasks like uploading IDs. This lack of compatibility forces users to consider canceling their subscriptions.

The app doesn’t work with an iPhone 14 Pro running iOS17.7, making it impossible to upload my RealID.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Camera Malfunction

Ineffective Customer Support

App-Website Redundancy

Limited Airport Coverage

Misleading Marketing Practices

App Compatibility Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

The app constantly redirects to the website and lacks functionality. Wait times for customer support are incredibly long, making it more time-consuming than regular security lines.

Jlm1777

The app is frustrating with endless loops in user interactions, and there's nearly zero support unless you want to talk to an AI chat bot. If you miss a call-back, you have to start over, making it a painful experience.

NCleveland216

The app's basic functionality, like uploading a passport photo, is completely broken. It makes traveling no faster and redirects to the website for account changes, which is redundant.

rjcp7

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app constantly redirects to the website and lacks functionality. Wait times for customer support are incredibly long, making it more time-consuming than regular security lines.

Candice Wu

App Store

Kelly Williams

Google Play

The app's basic functionality, like uploading a passport photo, is completely broken. It makes traveling no faster and redirects to the website for account changes, which is redundant.

Koray Okumus

Google Play

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User Experience Report

Report Date

CLEAR - Travel & Experiences

Top Insights This Week

Camera Malfunctions

Customer Service Delays

App Functionality Issues

Limited Airport Coverage

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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