My family endured a very long wait to get through immigration at New York’s JFK Airport a couple of weeks ago.
Although we were among the first off the aircraft, there was a massive queue just to reach the immigration hall. We then shuffled for an eternity as our line zigzagged across the hot and airless hall.
As we finally neared the front, we were told – with no apology whatsoever – that it was about to close, so we needed to join another line. The woman at the front burst into tears.