Houston IAH

Customer Reviews

4 star Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Queuing Times 12345
Customer rating from 255 reviews
2/10
4 star Skytrax Rating
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1/10

Houston IAH customer review

(United States)

Let me echo all other complaints about ridiculous queues. Took me more than an hour to get through immigration but I was far from finished. Then get your bag and go through customs then load your bag for the connecting flight then go through security again. I had a 1.5hr layover and still was 15 minutes late to my gate. Fortunately the plane hadn't left yet and I made it.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Houston IAH customer review

(United Kingdom)

Every time I arrive at this airport absolutely nothing has been done to improve the time it takes to get through immigration. In fact it is now worse than ever despite the new terminal. The immigration officers now seem to take extreme pleasure in making arriving passengers feel intimidated and extremely unwelcome despite the video message welcoming you to the US. I have never met with such rudeness in a so called civilized country. My young grandson and I stood in line for well over an hour after 15 hours of travelling.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Houston IAH customer review

(United States)

I flew into IAH from Panama. I was aghast at the amount of time it took to go through customs immigration and security. The personnel would not let me get ahead so I could catch my flight home to RDU. I ran at breakneck speed caught a cart jumped off without a bathroom or water break only to find that the jet had left the gate. The person at the desk was very rude and acted as though this were my fault. It took 2 hours to get to a hotel via shuttle. My travel insurance didn't cover anything. At least I was able to get a flight home the next day. My fiancee will be taking the same flight next week and he has multiple health issues. I ordered a wheelchair for him. Hopefully he will be luckier than I!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Houston IAH customer review

(United Kingdom)

This was the most unwelcoming airport and the one which cared least about the passengers we have ever encountered. Long long queues [stood in line for about 1 hour 45 minutes] staffed by humourless unhelpful officials. We had a 3-hour layover so were not stressed but we repeatedly observed anxious people with less time for connections being told "we are not interested in your flight times we are interested in your immigration status" or similar. Having got through Immigration [60 minutes] and despite our baggage being checked through we had to wait 45 minutes to be screened again. After that it wouldn't have mattered if this airport had the cleanest and best facilities in the world [it doesn't] as we didn't have the time or mood to appreciate them. All of this happened whilst we watched a film on the loop telling us how they would serve us with courtesy etc. Newark [on our return leg] was infinitely better and we have often flown in and out of Denver which is great.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Houston IAH customer review

(France)

T1 is a complete mess and stressful on the traveler. The walk is long to the immigration and the queue is longer than JFK!! Just compare the traffic between the two airports. 45 mins wait for immigration. Despite ESTA the immigration officer asks the same questions that they were asking years ago - this is slowing down the whole entry process and is totally useless with ESTA. JFK knows it apparently not IAH. Looking for the car rentals is the next challenge as there is no sign. I had to ask for information. There was a brownout at the rental center and the booths had migrated in the parking lot. This was unreal.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

Houston IAH customer review

(France)

This review about terminal D. I believe the very different appreciations of this airport are in part due to the fact that all terminals are not equal. Arriving from Paris on the AF flight. Quite a long walk until you get to immigrations (no longer at its original place). There some queue and waiting time but it was organized with employees guiding the passengers and it took no more than 20 minutes to go through the control. Luggage already on the conveyor ! All in all not a bad performance. On the return I am not so satisfied.The safety controls are undersized for the number of passengers (and this day a number of flights were cancelled because of weather !) in what looks to be a (for-ever ?) temporary location and it took ages to go through the process while messages kept informing you that commenting on safety procedures was an offence. The so called "magic" X ray system does not seem to be an improvement it is long an about 50 % of the passengers need to be hand-checked anyway. Then the terminal itself must be the barest international terminal I ever saw : 1 small duty-free shop (do your shopping in town prices are better and there is no choice) a very limited (US only) newspaper stand no bookshop no electronics shop only 1 bar / snack no plugs for computer it's big and empty. If I had only landed in IAH my global appreciation would have been better.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Houston IAH customer review

(United States)

This airport is like a flashback to airports of the 60's and 70's. The galleries from concourse to customs are endless austere and unwelcoming with an announcement warning you of imminent arrest should you mutter something "sarcastic" (that's a quote) under your breath.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
4/10

Houston IAH customer review

(United Kingdom)

Interminable immigration queues at major US airports have become the norm but I will admit to being pleasantly surprised by IAH - not because the queue wasn't long because it was but because compared to many counterparts some effort was in place to at least have it move fairly quickly given the queue size. What was particularly impressive to me was that IAH seemed to have a roughly equal number of desks open for non-citizens as for citizens; in my experience this is extremely rare in the USA. Since most of the arriving passengers seemed to be US citizens - leading to what seemed to be an extraordinary queue all the way out of the immigration hall for the latter - this led to the even rarer phenomenon of non-citizens often having a shorter wait than the citizens even though the former were being processed faster. For all that I still had to wait about 70 minutes before clearing immigration but a similar length queue at Washington Dulles for example would have required two to three times as long to clear. Otherwise facilities at IAD seem to be a notch above average for major US hubs with clear signage 45 minutes free wifi many plugs for laptops and the best duty free shop I've ever encountered at a US airport.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

Houston IAH customer review

(United Kingdom)

IAH used to be one of the more efficient immigration and customs clearance airports. Not anymore. Returning to the US from Costa Rica we had to clear in Houston before transferring to a flight to SFO. There were approximately 3000 people in line at immigration and only 16 inspection stations operational (there appeared to be around 50 inspection booths). People were queued up outside of the immigration hall into the terminal. No effort was made to prioritize clearing by transfer flight time. People were left to their own to shuffle their places in line to accommodate those transferring to other flights. The officials who monitored the queues were completely unhelpful and almost mocking of passengers' plights arrogantly telling passengers to blame clearance delays on the airlines! The queue for US residents/citizens was 4 times the size of the queue for non-residents but they refused to move inspectors over to the US resident/citizen queue to balance the load. Two hours and 10 minutes later we cleared immigration. The slowest clearance I have experienced in 30 years of travel at any airport in the world. Mercifully our connecting flight was delayed for mechanical issues (although I felt bad for the passengers already on board). A brief chat with the gate agent (Continental) prior to boarding indicated that this is an ongoing problem. DHS refuses to put on any more than 27 inspectors. The airlines send DHS their plane loading plans in advance so they will know what the passenger volume will be and they do nothing. It costs passengers thousands of $$ every day to have to stay in hotels because of missed connections. It costs the airlines thousands of $$ every day to issue vouchers. Wouldn't it be a lot less expensive to put on 10 additional inspectors every day?
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
4/10

Houston IAH customer review

(United Kingdom)

I arrived here en-route to Mexico from Newark airport. Newark (you can see separate review) is about the worst airport I've ever been in. Houston on the other hand was rather nice. The signage in the airport was a little 'iffy' in places but this was due to what appeared to be fairly minor work going on so was probably not a big issue. Apart from that it was easy to navigate. The staff were courteous although could have been a little warmer. The facilities were good and offered a range of well priced food and shops (a treat for an airport). At no time were queues excessive or slow. Immigration staff were courteous and efficient. Overall it was what a large modern airport should be.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no