✅ Trip Verified
| George Bush Airport management need to try travelling through their airport to experience the hell we passengers have to contend with. We arrived on a surprisingly sparsely populated flight from London, a ten hour flight on which we were able to lie across three seats each - we thought we were lucky! (In retrospect, it seems other travellers have, perhaps, learned the lesson from experiencing what we were were just about to endure - and they found alternative routes). Plodding the long route to ‘Immigration’ brought us to a large hall where we were confronted with, probably, 20 modern, state-of-the-art, passport-reading, data-collection machines. It is apparent from 95% of all the passengers being directed to the snake-queue (with a cross on the machines’ print-outs) illustrate that these state-of-the-art machine were as much use as a chocolate tea pot! I estimate that there were 300 passengers in the queue (line) for immigration and only two of the immigration desks were open. 2 hours later we emerged from this inefficient, utterly farcical process, to rush on to Baggage Reclaim to retrieve our luggage for onward travel. All the carousels were stopped, little in the way of a clue which group of off-loaded bags might contain ours. 10 more minutes wasted. With just less than an hour left we rushed off to check-in our bags. Scanning the labels affixed in London we were then told that our flight to Pensacola (21:30) was ‘delayed’ until the next morning. (This is not any definition of delay with which I have been previously aware: the flight was cancelled, cynically categorise as ‘delayed’, without any regard for the inconvenience to us, United Airlines customers, or for those who were travelling to meet us.) As with others’ reviews, finding a member of staff to provide any help, reassurance or information was nigh on impossible as we passed through to this point. The staff directing us just were’t interested in our concerns at the speed of the queue/processing: indeed they said that we should complain to the immigration officer - see how we got on! We did: it’s all because of the reallocation of staff to the Mexican border, we were told. Seems to me that the technology employed to replace the immigration officers is unfit for purpose, the immigration management team are not fit for purpose. Please don’t think that this inconvenient, inconsiderate, inept system is only foisted on aliens (from outside the US) there were US citizens with us in this queue as a result of the ineffective, technologically defective equipment. In conclusion, reviews on this website of the Houston Airport’s customers seem to indicate that our flight was only 30% populated because those in the know have found another airline/hub airport to use in preference to this shambolic shower. It is fair to point out that after queuing for another 40 minutes, we spent a further 40 minutes being processed - we were provided accommodation at the local Holiday Inn and food vouchers - and a flight ticket to continue our journey the next morning. Interestingly, our onward flight was completely full - accommodating passengers who’s earlier flight had been cancelled. After this trip, we will not fly by United Airlines to George Bush Airport again. George Bush Airport management need to recognise and address these problems before they lose their rest of their passengers to others.