Frankfurt Airport Reviews 

Formal Complaint: Unacceptable Lack of Accessibility and Professionalism at Frankfurt Airport

To the Management of Fraport AG,
I am writing to formally express my profound disappointment and frustration regarding the modern-day "experience" of navigating Frankfurt am Main Airport as a mother traveling with a toddler.
As someone who frequently travels between Milan and Frankfurt—splitting my time between my home in Italy and my parents' residence in Germany—the contrast in service standards has become impossible to ignore. In Milan, accessibility for parents and individuals with disabilities is treated as a fundamental right and a logistical priority. In Frankfurt, it appears to be an afterthought.
During my recent transit, I was met with a staggering lack of basic infrastructure. Finding a functional lift is a challenge that no parent with a stroller and a young child should have to face in one of Europe’s primary aviation hubs. More distressing than the lack of facilities, however, was the attitude of your staff.
When I requested direct assistance, the response from your personnel was consistently dismissive. Rather than providing immediate help or offering to log the feedback internally, I was repeatedly told to "write a review" or "ask other travelers for help."
It is frankly offensive to suggest that a customer should rely on the charity of strangers because the airport’s own service team refuses to provide direct support. There is a perceived sense of pride in German engineering and efficiency, yet this experience was the height of inefficiency and, quite frankly, arrogance. Suggesting that a passenger do the job of a service manager by "sharing feedback online" while they are currently struggling with a toddler and luggage is not service—it is a failure of management.
An airport of this stature should be leading the way in inclusivity and passenger care. Instead, Frankfurt Airport is currently lagging behind its European neighbors, offering a cold and inaccessible environment for families.
I expect more than a boilerplate invitation to "fill out a survey." I expect a serious review of how your ground staff is trained to assist vulnerable passengers and a concrete plan to improve lift accessibility across all terminals.
I look forward to your response regarding how Fraport intends to rectify these systemic service failures.
Regards,
Ji.

Awful experience. Passport check was 200 metres long and cost me my flight. Horrible officials.

A airport that is now badly out of date and overloaded with the combination of passengers and freight.
Needs a new passenger airport, not fit for purpose and will and has left disabled passengers in the lurch, me being one of them on Sunday the 26/April/2026.
Flew in and arrived at gate A40. Met by Fracare rep due to depart from gate A6. No available golf buggy’s so Fracare rep abandon us and we just about caught the flight to Bordeaux. Upon arrival at gate A6, no separate area for buisness class clients and more importantly zero, nada, no assigned seating for disabled clients.
It’s so important that der little kinder have a seat before a 65 year old disabled man. Tells you everything you need to know about this Vunderba German s.h.1.t. Hole.

Very poor airport unfortunately have to use it for international travels. No signs anywhere with proper info. Recently, the immigration lines have been so long and big and still just 2 officers working for like 100s and 1000s of people. The staff is close to useless they just randomly tell anyone to go ahead and stop people randomly. Overall very very poorly maintained and run.

Al controllo bagagli personale sgarbato al limite della maleducazione. Assurdamente alcuni addetti si permettono di prendere in giro i passeggeri. Personalmente ero appena sbarcato da un volo in ritardo. Il loro comportamento mi ha fatto perdere la connessione .riprenotandomi un volo per il giorno seguente. Altro gate ma il xomportamento degli addetti non e' cambiato...per il futuro evitero lo scalo di francoforte..... se questa e' l efficenza tedesca!!!!

Baggage check... rude staff bordering on rudeness. Absurdly, some staff even allow themselves to mock passengers. I had just disembarked from a delayed flight. Their behavior caused me to lose my connection, which meant I had to rebook a flight for the following day. I went to another gate, but the staff's behavior remained unchanged... I will avoid Frankfurt in the future... if this is German efficiency!

Utterly inefficient both inbound and out bound. No organisation. Unnecessary queues and overly onerous procedures. Avoid at all costs. I thought inbound was appalling until I tried to leave and realised it was even worse. Queues for nothing which can be replaced by technology just to leave the country.
Shockingly bad.

Frankfurt and Lufthansa are a complete disgrace to Germany. Abandoned passengers, even flight is on time the idiotic use of aprons instead of gates forces missed connections. The follow up was deplorable. The airport is not much better. Connectors between terminals are often late if running at all. No signs for the tram. I will avoid Lufthansa and Frankfurt on all my business trips.

After an 8 hour flight over the Atlantic, I landed in Frankfurt into a line for non-Euro travellers that was 90 minutes long. Meanwhile EU nationals flew past us in the other line. On inquiring, we were told there were more of us non EUers and that’s why the line was backed up. No, the line was backed up because they didn’t process us. A clear case of discrimination.

My checked baggage was opened during transit and returned with a broken built-in lock and an unsecured zipper, without any inspection notice.

I understand that security inspections are sometimes necessary. However, authorization does not justify careless handling of passengers’ belongings. Damaging a suitcase and leaving no form of notification—no tag, no form, not even a basic note—is unacceptable.

At the very least, there should be a standard courtesy: inform the passenger that their baggage was opened, either through a notice inside the bag or a simple communication. This is a basic expectation when handling someone else’s property.

Experiences like this create unnecessary stress and erode trust in the airport’s handling procedures. I hope Frankfurt Airport reviews how these inspections are conducted, particularly in terms of accountability and respect for passengers’ belongings.

so so so so slow worst airport ive ever been too

I had the connecting flight from Frankfurt. Due to inbound flight delay I completely missed th connection.
- I had to run late night through all the airport up to the end to find the Lufthansa service desk for rebooking. --There was none that evening so they gave me the Intercity hotel.
- the hotel was next to the highway and so noisy, that you could count trucks passing by at night.
- today's security check, disrespectfull staff that uses the same disposable pair of gloves for checking different persons luggage. Then they touch your food open your bottle with those dirty/overused gloves.
- they ask you to take your shoes but there are no disposable plastic socks covers. Frankfurt airport are you that poor after all money you pocket with such huge transit? If you can't afford such a basic thing I cannot imagine what other shortcomings you have with cleaning/other.
- When I complained to the security staff about disposable gloves and socks covers they told me on a disrepectfull tone to walk away.
- long distances to walk and overcrowded airport
Avoid this airport. So many flights that the slightest flight delay/issue will have rippling effects though the flight schedule causing further delays and you missing the flight. To rebook you'll have to go up to the end of airport 30-40 minutes back and forth. Losing potential connections.

I travel around the world for business , Thailand, Vietnam, India , all of them were in a different league to Frankfurt
Munich, Koln and Dusseldorf are all way way better than this awful place
Getting for a business meeting was bad enough , lots of questions..going home was chaos ..
People around me were missing flights to Canada, New Delhi and the USA

Passport control they really really just don't care ..a total shambles

You have been warned ..don't fly to Frankfurt!!..

Had to have my passport checked 3 times. Each time I have to queue for 10-30 mins. It’s nuts here . What happened to German efficiency? Almost missed my flight and I was 2 hours early!!!

The most unfriendly, racist facility!! Veeeery long que for « all passports » its been an hour that we are in the line and not even went through 25% of it and there are only 2 policemen for immigration.
This can’t be a hub. This is an awful airport.

Bathrooms are horrible. Only 2 stalls per bathroom and there's a line out the door. Gate agent speaker blasts into the bathrooms as well. Be prepared! And customs is horrible. While que was full they went from 5 agents down to 2 and one kept taking locals that just walked up over US passport holders. Almost like they just wanted to stick it to us. Had to go through 3 security checks and we had just come from Athens. First was a computer passport scan, then the long line for a manual scan and third was a check by United Airlines before going to our gate. A bit overkill.

Massively understaffed for border control LEAVING the country, we have been waiting in the non-EU queue for more than 60 minutes, were lead away to another queue, expecting it be shorter, but were moved to an even longer queue.
Turns out, the other counters shut down, because the staff went back home.
Wow, way to go Germany.
In the meanwhile, the police staff at the border control was not looking too rushed or serious, just chit-chatting, joking and laughing.

Avoid flying Frankfurt airport. The new luggage drop off system is not working and staff is not helpful. Particularly baggage manager at Zone 16 is a very rude person, who declined to provide his name and help.

The airport is fine but the sign posts are impossible. It's like they deliberately don't want people to find the skytrain linking the terminals utterly rubbish signage

It took ages to transfer from terminal 2 to terminal 1. There a bus which runs unfrequently and slow. I missed my train departing from terminal 1 despite having nearly one hour lead time.

I am at a loss of FRA’s ability to spoil almost every flight I take - arriving or departing. Let me start with the security checks - one of the most aggressive, unfriendly, openly discriminating staff. I just can’t believe how in this day and age the Fraport company and their staff get away with such blatant behavior. They shout at you, they look at you as if you are a criminal. And on top that of it every passenger pays 14 € security charge: Fraport can look at AMS, CPH, ARN or CDG or any other airport apart from LHR for inspiration how to deploy customer friendly approach to security lanes. Total disgrace, despite having latest scanners installed.
Arrivals T1 : every time the plane arrives on remote stand there is either no bus or no stairs ready… just a disaster if you are a connecting passenger, often 20 + min wait till disembark.
Baggage reclaim: complete disaster: more often than not the waiting time is 30+ min. I just can’t understand how Fraport can’t get this right.
Also toilets are stinky and dirty, yet Fraport charges some of the highest passenger fees. I would avoid this airport if I could but it is a total monopoly so there is no alternative.
OVERALL a huge embarrassment for Germany, Hesse and Frankfurt. Shame, shame, shame.
The shareholders of Fraport - the City of Frankfurt and the State of Hesse should take action as this airport is actually their face, first impression of millions of passengers.