Originally Posted by
vocoder
I've seen people who couldn't speak English hand airport personal a note written in English that explained what they were trying to do at the airport. If possible you could have them print one off, it could be a nice backup option. At least they have enough time.
+1. Yes, this works. Have them also show the boarding passes for the connecting flight. Be sure they know exactly where to re-deposit the luggage before leaving the customs area (its to the LEFT after customs).
It took me (am familiar with procedure and ORD) 2 hours from T5 to T3 (post TSA) and then another 12 minutes to gate. Lines were long in T5 (for both visitors & returning US citizens) at immigration, and same thing in T3 for security check.