We had an absolute awful experience going thru immigration/passport control in Atlanta in March. Long, long line of people waiting (seemingly for nothing), and the line was at a total stand-still. After waiting too patiently for too long, I asked, was told that it was a shift change......then waiting for a long time again.....I asked to speak to a manager in charge.
Things began to move. But, here is what's odd:
They have an automated device into which you have to insert your passport and enter data (I don't recall which data....we were exhausted and tired from an overseas flight), lots of people (including us) were having trouble with the device, which ultimately printed out a piece of paper that we were to give to the actual agents when we went thru the passport control booth/clearance. But, what's so terribly funny, the agent at the booth collected the same info again (and also shared when we asked that the automated thing didn't seem to be working to save time). I saw, first hand, government waste at its best (or worst).
Then, when luggage was recollected and people leaving (we were staying the night in Atlanta...it was late), we witnessed one of the security guys where we went thru a check again with passports and luggage) ram a cart of luggage into a woman, when he was frustrated that someone was not moving their luggage quickly enough. The woman was physically knocked over, and the security/passport guy in that lane started yelling at the guy from the other lane who rammed the lady. It was totally unbelievable. We seriously worried a fist fight would result...luckily they seemed to cool down. Unbelievable!!! The lady who was knocked down seemed to take it all in stride.
All I could think was: What a terrible impression this would leave on anyone from another country who was entering the US for the first time as a visitor!!!
I used to do anything I could to avoid Kennedy, and I will try to avoid Atlanta (at least for re-entering the US) until I hear things have improved.
Our flight home had been cancelled (several weeks prior) for the night we arrived, which meant we had to stay overnight in Atlanta, otherwise we would have had a very tight connection. Maybe the airline, realizing what was going on in Atlanta, chose to cancel the flight rather than have a bunch of people who would have likely missed it. Interesting!