CLEAR - Travel & Experiences

User Experience Report

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CLEAR - Travel & Experiences

Top Insights This Week

Week of July 22nd, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

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

1

Camera Malfunctions

A significant number of users, approximately 30%, report issues with the app's camera functionality, which fails to capture passport and ID photos, rendering the app unusable for identity verification. This problem is exacerbated by the app's inability to provide clear instructions or alternatives when the camera fails.

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

2

Customer Service Issues

Around 25% of users express frustration with the lack of responsive customer service, citing long wait times and unhelpful support that fails to resolve issues, leaving users without assistance when they encounter problems with the app.

There is no way to get in contact with their customer service, and the chat is unresponsive.

3

App Functionality Problems

Approximately 20% of users experience basic functionality issues with the app, such as it not opening, freezing, or failing to update, which prevents them from using the app effectively for its intended purpose.

The app won't open on my phone, and I'm unable to update my RealID.

4

Misleading Subscription Practices

About 15% of users report feeling misled by the app's subscription practices, including unexpected charges after free trials and difficulty in canceling subscriptions, leading to dissatisfaction and distrust.

I was charged $189 after a free trial despite canceling within the trial period.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Global Entry
Global Entry receives high praise for its efficiency and ability to expedite the customs process, with many users appreciating the time saved during international travel. However, some users report issues with app functionality and inconsistent experiences at different airports.

#2 RUNNER UP

CLEAR - Travel & Experiences
CLEAR receives mixed feedback, with users appreciating the convenience and speed it offers at airports and events. However, many users report technical issues with the app, such as difficulties with photo uploads and account management, and express concerns about customer service and data privacy.

#3 Straggler

TSA PreCheck
TSA PreCheck is generally well-received for its ability to streamline the security process at airports, with users valuing the shorter wait times. Some users, however, note that the benefits can vary depending on the airport and time of travel.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Global Entry
#1 Users Choice
Global Entry receives high praise for its efficiency and ability to expedite the customs process, with many users appreciating the time saved during international travel. However, some users report issues with app functionality and inconsistent experiences at different airports.
CLEAR - Travel & Experiences
#2 Runner-up
CLEAR receives mixed feedback, with users appreciating the convenience and speed it offers at airports and events. However, many users report technical issues with the app, such as difficulties with photo uploads and account management, and express concerns about customer service and data privacy.
TSA PreCheck
#3 Straggler
TSA PreCheck is generally well-received for its ability to streamline the security process at airports, with users valuing the shorter wait times. Some users, however, note that the benefits can vary depending on the airport and time of travel.

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Nuggets

Major Highlights of the Week

Camera Malfunctions
The app's camera functionality is unreliable, often failing to open or capture images correctly, which hinders users from uploading necessary documents like passports. This issue is exacerbated by the app freezing or displaying a blank screen during the process.
The camera won't open to take a picture of my passport, and I've deleted the app multiple times to no avail.
Customer Service Gaps
Users experience significant delays and unresponsiveness from customer service, with no direct line for immediate assistance, leading to unresolved issues and frustration. The lack of effective support channels exacerbates user dissatisfaction.
There is no way to get in contact with their customer service; just a chat, and you’ll wait for a long time.
App Functionality Issues
The app frequently redirects users to the website for account management, creating a redundant and inefficient user experience. This lack of seamless integration between the app and website frustrates users who expect comprehensive functionality within the app.
The app just sends you back and forth from the app to the website when you click any hyperlink.
Misleading Promotions
Users report being misled by promotional offers, such as free trials, which result in unexpected charges and difficulty in canceling subscriptions. This has led to accusations of deceptive practices and a loss of trust in the service.
I was told I had a one-month free trial, canceled within 7 days, yet was charged for a whole year.
Limited Airport Coverage
The service is not available at many airports, and users find that TSA PreCheck often provides faster service, making the CLEAR membership less valuable. This discrepancy between advertised benefits and actual service availability leads to user dissatisfaction.
Only works in SF and SJ airports; TSA PreCheck is a better use of money.
Identity Verification Failures
The app struggles with identity verification, often failing to recognize valid IDs or provide clear instructions for resolution, which prevents users from completing necessary processes. This issue is compounded by the app's inability to handle common verification scenarios.
The app refuses to verify my ID, making it impossible to proceed with LinkedIn verification.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Camera Malfunctions
The app's camera functionality is unreliable, often failing to open or capture images correctly, which hinders users from uploading necessary documents like passports. This issue is exacerbated by the app freezing or displaying a blank screen during the process.
Customer Service Gaps
Users experience significant delays and unresponsiveness from customer service, with no direct line for immediate assistance, leading to unresolved issues and frustration. The lack of effective support channels exacerbates user dissatisfaction.
App Functionality Issues
The app frequently redirects users to the website for account management, creating a redundant and inefficient user experience. This lack of seamless integration between the app and website frustrates users who expect comprehensive functionality within the app.
Misleading Promotions
Users report being misled by promotional offers, such as free trials, which result in unexpected charges and difficulty in canceling subscriptions. This has led to accusations of deceptive practices and a loss of trust in the service.
Limited Airport Coverage
The service is not available at many airports, and users find that TSA PreCheck often provides faster service, making the CLEAR membership less valuable. This discrepancy between advertised benefits and actual service availability leads to user dissatisfaction.
Identity Verification Failures
The app struggles with identity verification, often failing to recognize valid IDs or provide clear instructions for resolution, which prevents users from completing necessary processes. This issue is compounded by the app's inability to handle common verification scenarios.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's camera functionality is broken, making it impossible to upload my passport and activate the service. This is a critical issue that needs immediate attention.
Ebbvvsaamnhrdh
Week of July 22nd, 2025
The app is redundant and doesn't make traveling faster. It forces you to use the website for account changes, which is frustrating.
rjcp7
Week of July 22nd, 2025
Customer service is non-existent, and the app doesn't allow updating personal info like phone numbers, making it unusable.
BigZachAttack
Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's camera functionality is broken, making it impossible to upload my passport and activate the service. This is a critical issue that needs immediate attention.
Candice Wu
App Store
The app is redundant and doesn't make traveling faster. It forces you to use the website for account changes, which is frustrating.
Kelly Williams
Google Play
Customer service is non-existent, and the app doesn't allow updating personal info like phone numbers, making it unusable.
Koray Okumus
Google Play

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