✅ Trip Verified
| This was the worst airport international arrival experience we have ever encountered. We arrived at the airport from the US at approximately 6:30am on September 19 (our flight was a little early). At passport control, only a single line, that for those who required visas, was open, and all passengers were therefore shunted into that line. I noticed that several windows were closed, suggesting severe understaffing to handle the passport inspection flow. We were in the line approximately 1 hour 15 minutes before we reached a window. While, during that period, a person who appeared to be airport personnel (with a neon green vest on), opened the line that did not appear to require visas, he said nothing and no announcement was made to explain who should be in which line. By then, also, we were stuck deep in the bowels of the other line and were fearful if we exited we'd lose even more time. By the time we finally reached baggage claim, our flight was no longer listed, and we had to walk up and down the line of carousels several times before we found someone to ask where we might find our baggage. We were directed to carousel 5, where one of our bags was still circling on the carousel, but the other was nowhere to be found. Several airport staff (we presume, because of their green vests) were huddled with a woman who seemed to be from a tour agency, but none were paying any attention to the plight of those of us wandering around trying to find missing bags. We were able to ask the woman who appeared to be from a tour agency if she knew anything, and she called someone and advised that she had been told all the bags from our flight had been removed from the carousel to accommodate bags from later incoming flights. She pointed to several bags standing in rows next to the carousel. We walked around the carousel and rows of standing bags several times in search of our missing bag but did not find it. She advised she'd been told that, in such a case, we should check with the lost luggage window at carousel 10. We did so, and, fortunately, they had the bag. The total time at the airport as the result of this, and all after an overnight red-eye flight, was three hours. It appears to us that even a modicum of sensible management and communication could have avoided at least 2 hours of this debacle. We would like to return to Italy for future vacations, but we do not wish to ever risk subjecting ourselves to an experience like this and hope that the problem will be taken seriously and addressed by both the airport and the security personnel.