My complaint:
I would like to share my experience first.
Upon exiting the aircraft, I was greeted by staff to look at a list of names posted. My name was on there. She gave my an orange express connection paper and was told to show it at customs. When I got to customs, I asked the first customs officers where I needed to submit this – he had no clue and told me to ask another person. She advised me to go to customer service. No one was there so I had waited patiently. When someone finally arrived, I asked her what I would need to do with this orange paper she looked at me and walked away. (she spoke English when she announced something so I know she understood my simple question).. Someone else then came to the customer service counter again and ignored me and my question. So I turned around and asked the gentleman who was guiding american passport holders to the correct line.
He straight up told me that I will miss my flight and that the orange paper meant nothing. He told me to fall in line like everyone else.
This was the last straw. I never heard of connection express and I was just doing what I was advised to do when I exited the aircraft. Having to ask multiple people and no one know what it was was very frustrating. I could have just fallen in line instead of waisting my time asking. This should be addressed. It clearly showed how terrible communication was. I still don’t understand what that orange paper was for..
It continues.
I finally got to customs clearance and I asked, Does this mean nothing to you too? He didn’t even know what it meant either so I went on.
Transferring from Terminal B to Terminal 6 was harder this time around than it was when I was heading to my destination. I had to walk a while. I saw there was a terminal transportation to which I tried to get too but it didn’t stop. It wasn’t labeled either to show if it was stopping to specific terminals so I had walked the whole way. I am pregnant and high risk. I was observing elderly people walking this same walk and it was not a happy sight..
Once I finally got to the terminal, TSA was another nightmare. There were 2 places to get through TSA and so at first I followed directions and went to a line I was told to go to, got my stuff ready and waited. I had noticed that the other scanner was empty – no stuff or person so I tried to ask if I can go there. The lady shooed me away like a fly to go back to the other line. I felt belittled and stupid. That was unfair for me to experience.
Thankfully I got to my gate but it was such a bad experience getting here. 🙁
Suggested solution:
I don't know. I just wanted to address this because I can only imagine how other people might have been feeling, especially those who are elderly, may have underlying conditions, or like me, pregnant
