The whole experience was totally spoilt by huge (4hour plus) queues to pass through passport control. After requesting our luggage to be routed through to Auckland, which was confirmed with label attached to the cases; we were appalled to find our cases unattended, with those of other passengers, in the baggage hall after they have been offloaded from the carousel. It then took us over an hour to find an Air New Zealand desk to have the cases booked on to our flight to Auckland. There were hundreds of passengers, some elderly, some with children, who were obviously affected by the experience. Shame on San Francisco Airport and the Authorities, not the best way to welcome visitors, even those in transit, to their country.