Berlin Brandenburg Airport Reviews 

Shocking delays at passport control following arrival on 29 December. One and half hours and open desks reduced to one. Excellent when leaving on 2 January.

Huge queue for passport control, none of the automated gates open and only 4 manned desks to process around 600 people. Awful experience.

Similar experience to others. Took us 1.5 hours to get through passport control when we landed as only 4 desks were open despite a number of flights arriving in short time.
The train to get back to the airport was very fast and efficient but everything then went downhill. I was astonished to read this is a new airport. Security is badly designed with rude, slow, bored looking staff. Terrible signage - why are there three security sections with no indication of which one you should use???!! F&B was dreadful. No warning of a massive queue at passport control - again only 4 gates open. So many passengers from our flight were delayed that the plane missed the take off slot. Really poor experience and enough to put me off going back to Berlin which is a shame as it’s a great city.

Horrible airport. No proper ventilation. Waiting standing forever, no seats, no information.

One of the worst airports I’ve experienced. Poorly designed. Lamentable service quality.
The food court is awful. Don’t be tempted to relax once you have gone through security. The passport control is some distance- and you won’t know how long the queue is. The gates are then some distance further. It would be difficult to design a worse airport experience. Oh - and the staff are ridiculously rude and disinterested.

Horrible airport. Line for non EU passports several hundred people as many flights arrived. , 2 border guards to process passports. Took 90 mins to get through.

Awful experience with airport security. They took one of my belongings off me. A lighter which I had brought over with me and managed to get through security fine. However a man dealing with me in security had pulled my bag aside, he took out my lighter and shook his head then proceeded to place it in his pocket. I was shocked and I was asking for a reason so I could understand why and he walked away from me. I was travelling with my whole family and none of us could understand why he had put it into his pocket. I was pretty upset as I had a lovely trip overall. The rest of security were lovely towards all of us and I unfortunately didn’t catch a name of the man who did this. I’ve travelled many times and understand there are rules around lighters but I followed protocol and had it packed correctly in the right luggage.

Flew from here today I totally agree with all the comments but what I hear someone say today, I thought yeah, that was harsh but your probably right, they said I now understand how the Jews must have felt in nazis germany getting shouted at and having orders barked at them just because your not German

Rude and unhelpful. Asked staff member who told me to read the board!! 60 minute queuing for security check only to join another 40 Que for passport control to leave Berlin!!! Only 2 staff on and one went on his break while people were queuing so they asked should they join another queue! Disgusting behaviour and so unhelpful. Won’t be coming back to Berlin again

I am sorry to report the terrible experience I had at Berlin Brandenburg Airport. Let me preface this by saying that I take around 80 flights a year, giving me the opportunity to observe different airport organizations.

We waited almost 50 minutes for security checks. The completely unprepared staff managed access randomly, including for disabled passengers, creating unnecessary bottlenecks. During the checks, I was asked to empty a high-quality lighter outside the checkpoint (something that has never happened at any other airport). I tried to explain that I could empty it on the spot, but I was denied the possibility without any logical reason.

The two security personnel were clearly untrained for the job because such a situation (never experienced in four years of flying—320 flights) could have been easily managed. As a result, they threw the high-quality lighter in the trash, otherwise, I would have missed my flight.

Additionally, the staff could not provide clear information about the lounge areas, which I should note are usually positioned centrally in many airports, not in peripheral locations. As happened in this case, since the lounge was at the opposite gate from my departure, I spent about 25 minutes just going back and forth.

I hope this review helps the management address the issues I encountered.

You would expect staff working at an international airport to be customer-oriented, professional and polite. But no, the staff working at the security check at Berlin airport is everything but. I travel a lot, and never in my life have I encountered more rude and disrespectful staff that take pleasure in insulting and bullying people. The way they treat non-German speakers is even more appalling. You're being yelled at for something you apparently did wrong, and the staff just laughs and clearly enjoys humiliating the customers.
Total lack of customer service, such a shame.

Congratulations to the recruiting team at Berlin Airport! You have managed to hire an exceptional team of the most inefficient, abusive and incompetent security staff. There must be a special skills requirement in the job description. Job well done!

Never seen security workers so rude before. Literally insulting people. Security gates and equippment very unefficient

Shocking queues at arrivals. Just two passport control desks open.

Most of the staff were unfriendly and miserable. No thank you from most of them. Security staff just as bad. Randomly singling out certain travelers whose hand luggage bag was slightly large yet she let go people with two rucksacks and bigger bags. Seems she didn’t like the look of some people. They could do with lessons from British airports on manners, politeness, how to smile.Arrival in Luton was brilliant , polite helpful friendly staff .It was the same on arrival at Berlin just unfriendly and miserable not a nice experience.

worst airport ever - the security check-in is an absolute nightmare. You need at least 60 minutes for check-in. This is ridiculous! They control everything in your luggage, taking out Christmas cookies and presents. The staff is very unfriendly. This is a shame for Berlin and Germany.

It might look shiny and new, but Berlin's airport is still has queue problems. Nowhere near enough resources deployed for security and passport control. Takes forever to get through.

So what struck me was how polite and friendly the staff were at security. They seemed genuine and happy to be there.

Arrived in Berlin Brandenburg, in the baggage claim area one needs to pay for use (you get thr coin back) of a baggage trolly . This is so ild fashioned and inconvenient! Do the Berlin authorities not know of a cashless economy. This is a bad customer experience. For the record, Munich airport does not have this, neither does London…seems Berlin is a bit behind in customer experience?

No place to sit.. people sitting on floor..long queues at security.

Arrived to have 3 border force checkin open with a que off approx 400/450 people as well as being held to go in there- really poor long start to a break