Cross Border Xpress (CBX) — Customer Service Guide for Operators and Travelers

Overview and operational context

Cross Border Xpress (CBX) is the binational pedestrian terminal that links San Diego (U.S. side) directly with Tijuana’s General Abelardo L. Rodríguez International Airport (TIJ) via a dedicated bridge. The facility opened in 2015 and was designed specifically to streamline passenger movement across the international boundary for commercial airline travelers. From a customer-service perspective CBX is unique because it combines traditional airport customer service responsibilities (ticketing, lost & found, special assistance) with cross‑border immigration coordination between U.S. Customs and Border Protection (CBP) and Mexican authorities.

Because CBX sits between two national systems, effective customer service requires tightly coordinated information, fast resolution paths for immigration/baggage issues, and multilingual staff. Pre‑pandemic usage levels were in the low millions annually; passenger volumes and peak patterns vary by airline schedules at TIJ and by regional travel trends, so contact points and staffing must be flexible and data-driven to maintain acceptable queue times and customer satisfaction.

Primary contact points, address and official resources

For official, up‑to‑date information and formal customer service requests use the CBX corporate site: https://www.crossborderxpress.com/. The U.S. passenger terminal location for on‑site service is: 2740 Otay Pacific Drive, San Diego, CA 92154 (Otay Mesa). That terminal houses the ticketing desks, customer service counters and the primary lost & found intake when items are left on the bridge or in the U.S. facility.

Because phone numbers and hours can change with operational needs, always verify hours and direct contact channels on the official website before travel. The site includes a contact form and links to operational notices (construction, schedule changes, holiday hours) that directly affect service delivery and expected wait times.

Contact channels and verification (quick list)

• Official website and contact form: https://www.crossborderxpress.com/ — primary source for tickets, notices and official policies.
• U.S. terminal (in‑person): 2740 Otay Pacific Drive, San Diego, CA 92154 — use for ticket issues, immediate assistance, lost & found intake and accessibility coordination.
• Always verify service hours, ticketing windows and lane availability on the website the day before travel; immigration and airline schedules determine peak times.

Ticketing, pricing, refunds and group bookings

CBX sells point‑to‑point crossing access, commonly as one‑way or round‑trip tickets. Pricing is dynamic: third‑party vendors, airlines and travel agents may offer bundled fares or promotions. Historically consumers have seen one‑way fares in a range that can vary widely by purchase channel and date — check the official site for the daily retail price and any advance‑purchase discounts. For groups (10+ passengers) and corporate accounts, CBX provides special booking channels; negotiate terms in writing and confirm cancellation and no‑show penalties in the contract.

Refund and change policies are explicit on the ticket terms: many ticket types are non‑refundable if canceled within 24–48 hours of the crossing time, while corporate and flexible fares incur change fees. For disputed charges, elevate to written dispute resolution through the CBX contact form and retain transaction references, boarding passes and photo ID copies. Customer service teams should document every contact with ticket IDs, timestamps and staff initials to preserve audit trails when pricing or refund disputes escalate.

Day‑of travel customer service: timelines, queues and practical processes

On the day of travel the customer service focus is queue management, information dissemination and rapid escalation of immigration or baggage issues. Typical recommended arrival windows before an airline flight are 45–90 minutes to allow time for CBX check‑in, U.S. exit procedures, bridge transit and Mexican immigration at TIJ; for early‑morning or late‑night flights verify lane availability ahead of time. Peak queue times often correlate with major airline departures — accurate, minute‑level queue projections reduce customer anxiety and complaints.

Customer service counters should publish (and staff should announce) live estimates for wait times, lane openings, and known delays. Standard operational metrics to track and report daily include average queue time, peak queue length, first response time to inquiries and percentage of on‑time cross‑border clearances. When a passenger reports a missed flight due to CBX operational delay, collect timestamped evidence (ticket scans, CCTV references if available) and escalate to the CBX operations manager immediately; many airlines require documented proof to consider rebooking or compensation.

Customer service best practices and KPIs

• First response SLA for in‑terminal and digital inquiries: ≤15 minutes during operating hours.
• Resolution target for straightforward ticketing issues: ≤48 hours; complex immigration/baggage issues: ≤7 business days with interim status updates every 24–48 hours.
• Language coverage: bilingual (English/Spanish) at minimum; capacity for Portuguese and Chinese during peak international travel periods.
• Essential training: 12–24 hours initial onboarding on cross‑border rules, plus 4 hours/month of refreshers and scenario drills for immigration/baggage incidents.

Accessibility, special assistance and lost & found

CBX provides ADA‑compliant access routes, wheelchair assistance and pre‑arranged support for passengers with reduced mobility. These services should be requested at least 48 hours in advance via the website or at the airline so CBX and CBP can coordinate lane access and staff available escorts. For service animals and medical equipment, bring documentation and plan extra time for screening at both countries’ immigration checkpoints.

Lost & found procedures must be clear and visible: log items with unique report IDs, photograph items, capture the place/time found and notify the owner via the contact details on file. For property potentially held by airport authorities (e.g., items left past the bridge into TIJ), customer service must coordinate with TIJ lost & found and provide forwarding options. Recommend customers file a lost‑property report within 7 days and retain receipts for any shipping charges if CBX ships recovered items.

Escalation, complaints and regulatory routes

When standard resolution paths fail, escalate to a named operational manager at CBX with a written record of contacts and ticket IDs. If the complaint involves immigration processing or alleged mistreatment, direct passengers to the relevant governmental agencies (U.S. CBP complaints portal or Mexico’s migration authority), and document referral details. Maintain a complaints log with dates, staff contacts, corrective actions and closure confirmation to support trend analysis and regulatory compliance.

For consumer protection or unresolved monetary disputes, passengers can request a formal review and, if appropriate under jurisdiction, file a claim with state consumer protection agencies or seek mediation. Encourage customers to keep original documents (boarding passes, receipts, photos) for at least 90 days after the incident to simplify dispute resolution.

Final practical tips for travelers and staff

Travelers should purchase CBX tickets from the official site, arrive early, carry complete travel documents (passport, visas, vaccination records if required), and be prepared for separate CBP and Mexican immigration processes. Staff should maintain visible signage, publish live wait estimates, and use a standard escalation checklist for missed flights, delayed baggage and medical incidents. Regularly audit the contact pages and on‑site phone numbers to ensure accuracy and reduce customer friction.

For any official updates, confirmations or to initiate a formal customer service request, go to the CBX website: https://www.crossborderxpress.com/. For in‑terminal assistance use the U.S. terminal address (2740 Otay Pacific Drive, San Diego, CA 92154). Always capture timestamps and staff names during interactions — these small details materially improve dispute outcomes and speed resolutions.