a first-time ESTA which means he can't use a self-service kiosk
can't comment, I used my "First time" ESTA" before self-service kiosks were in service.
During the time that USA IMM. were playing around with the present Visa Waiver procedures,a few years ago, I was denied that option because I still had a "real" Visa, so had to enter using that. The Hofficer asked me if I was the Mr. XX XXXXX who had first entered the United States of America on Dec. 17th 1959, as crew member of BA xxx from London England, operating Bristol Britannia aircraft G-AOVR ? He had every visit that I have ever made to the USA available right before him on the screen. He then questioned me, photographed me, fingerprinted me etc.
I asked him why he was doing this whilst the "experimental" Visa Waiver passengers were being nodded through, you have known everything about me for over 50 years, and your colleagues are not even questioning those others I replied? Because you have a Visa, he said, they are on a Visa Waiver.
The inmates truly run the asylum at USA airports.