Don't forget the team supervisor or area manager
If something is going on at an immigration, customs, security or similar work area where staff are behaving like what happened in JFK, I would suggest that you talk to the team supervisor for that checkpoint airea. about what was going on. Similarly, if a staff member went out of their way to help you, I would let the team supervisor know.
The team supervisor's job is to know what is going on in that area with the team they are responsible for; and should not be forgotten about. Similarly, the managing officer who is responsible for the airport / terminal should not be forgotten about.
With regards,
Simon Mackay