| Travelled by Virgin on 8th September 2018. Got off the plane and took a photo of Lady Luck looking forward to our holidays after 12 hours of travel just to get here. Walked towards baggage claim and into passport control. We got in line and only one person dealing and then the wife noticed the 60 min wait time. One stroppy woman was barking at people to get in a certain line but none of it was clear to us. We don't live here. After 30 minutes the wife asked this rude lady about our line she mentioned as if we should have known thate we have an ESTA visa having been here in 2012. She told us, shouted at us to get in another line ESTA is valid for 10 years. We got in this new line relieved we might be out of here faster than we thought. The line she put us in reached a dead end. I walked sideways to grab another ladies attention whilst trapped in this belt system and she said go this way, pointing at anything she could, so dragging two heavy cases that's what we did to reach another dead end. I was losing it by now, tired and wanting to get to the hotel plus our suitcases were going round and round the baggage claim and could be nicked. I grabbed another bloke and he says use the machines. I put my passport in and it took my photo then said try again so I did. This time it gave me a print out that meant nothing to me so "now what" I thought. Wife put her passport in and her print out had a huge cross on it. What does this mean? We got to another passport control and he says you have to be manually processed but mine was ok. We both went back in yet another line and the people in front also from the UK said great welcome to the USA is it not. We slowly get through the queue and the pillocks who work here were of no help and not interested in helping. By the time we picked our cases up and got to the hotel by cab just 30 mins away it had taken four hours from landing the plane. What a useless outfit, just do not care at all. We pay their wages and these buffoons would not like it if it happened to them Training must be so bad here or non-existent. My advice is don't use this airport. Boston on our way home was perfection and we got through security etc in less that 20 minutes tops. We landed at Heathrow last Saturday and was out within 20 mins tops.