Great airport terrible security check. We had a stroller and a newborn, security check was with a lane for stroller but ONLY for scanning boarding pass. After that regular queue with everybody. Ve... Vis mer
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Se hva andre synes
Brussels airport is understaffed, underskilled, outdated and simply poorly organised. After hour long security lines, the 3+ hour long passport control line for non eu passports caused us to miss a... Vis mer
Verschrikkelijke lange rijen voor paspoort controle. Mensen met kinderen moeten extra lang wachten. Wat een schande. 2h moeten aanschuiven na een lange vermoeiende vlucht met 2 kleine kindjes. Schanda... Vis mer
Vorig jaar gaf ik mijn paspoort met mijn man en kind af aan de grenscontrole. Ik kreeg deze niet terug. De politieman beweerde dat hij mijn paspoort niet gekregen had. Ik ben overal gaan zoeken op de... Vis mer
Informasjon om virksomheten
Skrevet av virksomheten
In 2019, more than 26 million passengers arrived or departed at Brussels Airport, making it the 26th busiest airport in Europe.
Kontaktopplysninger
Vilvoordelaan, 1930, Zaventem, Belgia
- info@brusselsairport.be
- brusselsairport.be
1,2
Dårlig
369 anmeldelser
Ingen tidligere historie av å be om anmeldelser
Denne virksomheten har ikke oppfordret kundene i det siste, og anmeldelser er derfor kanskje ikke representative
Har svart på 53 % av de negative anmeldelsene sine
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Avoid at all costs. Only gave 1 star so I could write this warning for others
First trip to Brussels for my birthday today and I'm still standing in the same non-EU queue for the last 2 hours. Why are you allowing such a heavy arriving flight schedule if you can't accommodate the arrivals? Highly inefficient and incapable. For the amount of reviews saying the same, and all the responses saying they appreciate our feedback to improve their service, I'm appalled and quite frankly, would rather turn around and get on the first flight back to Heathrow. What a waste of time and money and if this is my introduction to the country, I'll avoid it at all costs going forward. This is my 74th country and the WORST airport I have been to for inefficiency and uselessness. I see all the responses below re the reasons for delays but let's be honest, if a business had this many bad reviews about the same thing, they'd do something about it, not just keep copying and pasting responses to the same complaint over and over again. Whoever runs the border patrol, whether it's the airport or Federal Police is irrelevant when you're standing in a queue for 2 hours, exhausted, nauseous and just wanting to go home. Awful choice for this year's birthday celebration.
25. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear Selina,
We have received your message and have read it carefully.
We regret that you experienced longer waiting times at passport control at our airport.
Please note that border control is carried out by the Federal Police. As the airport, we do not have any influence on how passport control is organised. The Federal Police, which is part of the Belgian government, independently decides how many booths are opened and how much staff is allocated for a specific flight.
Despite close cooperation and coordination between our airport and the Federal Police, it may happen that—due to limited capacity or a high number of arriving passengers during busy periods—waiting times are longer than expected.
At the moment, the rollout of the new Entry/Exit System (EES) means that border checks take longer than before, as additional steps are required.
We are working closely with the Federal Police to support operations as effectively as possible. We hope to offer you a smoother experience on a future visit.
Kind regards,
Als ik 0 sterren kon geven
Als ik 0 sterren kon geven, ik zou het direct doen. Wachttijden aan controle zijn super lang met momenten. Ook heel veel internationale mensen ineens allemaal in vakantie op zelfde tijdstip. Er wordt geen extra personeel voorzien tijdens deze drukkere periodes. Kinderen die huilen in de wachtrijen of lawaai maken, heel veel frustraties door lange wachttijden. Personeel van luchthaven is ook duidelijk overwerkt. Er is te weinig personeel aan de controlepoorten. Het gaat super traag/slow. Mensen geraken enkel nog meer geprikkeld en geirriteerd terwijl ze zich juist ontspannen zouden moeten voelen als ze in verlof gaan vertrekken. Een gekkenkot in Zaventem! Ook de omleidingen , ik kom hier alvast nooit meer .
24. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Beste Lynn,
Wij hebben uw bericht goed ontvangen en met zorg gelezen.
Het spijt ons dat u op onze luchthaven langer moest wachten bij de paspoortcontrole.
We willen u erop wijzen dat de grenscontrole wordt uitgevoerd door de Federale Politie. Als luchthaven hebben we geen invloed op de organisatie van de paspoortcontrole. De Federale Politie, die deel uitmaakt van de Belgische overheid, bepaalt autonoom hoeveel vakjes er geopend worden en hoeveel personeel er ingezet wordt voor een bepaalde vlucht.
Ondanks een goede opvolging en samenwerking tussen onze luchthaven en de Federale Politie, kan het gebeuren dat door capaciteitsproblemen of verhoogde passagiersaantallen tijdens drukke periodes, de wachttijden langer zijn dan verwacht.
Momenteel zorgt de uitrol van het nieuwe Entry Exit System (EES) ervoor dat de grenscontroles langer duren dan voorheen, aangezien er extra stappen nodig zijn.
Als luchthavenuitbater doen wij er alles aan om onze passagiers een zo goed mogelijke dienstverlening te bieden. We waarderen het dan ook dat u de tijd nam om uw ervaring met ons te delen.
Met vriendelijke groeten,
Onbeschoft personeel en nauwelijks…
Onbeschoft personeel en nauwelijks fatsoenlijk contact
23. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Beste Morris
Zou je ons meer kunnen vertellen over waarom je deze score hebt gegeven?
Dit kan eenvoudig via ons online formulier hier: https://bit.ly/3xRHZM2.
Jouw feedback helpt ons de ervaring voor onze passagiers verder te verbeteren.
Alvast bedankt!
The worst airport
The worst airport. If you need to change your plane on flight, you can lose it. Passport control can take too much time, around 3 hours…
If you have a choice, choose another airport.
16. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear Thank you for taking the time to share your feedback. We are very sorry to hear that you experienced long waiting times at the border. We understand how frustrating this can be. This is not the experience that we as Brussels Airport want to offer our passengers.
Unfortunately, your experience was caused by a combination of circumstances. At the moment, the rollout of the new Entry/Exit System (EES) means that border checks take longer than before, as additional steps are required. At the same time, on that specific day, there was a staffing shortage within the Federal Police, who are responsible for carrying out these border controls.
We are working closely with the Federal Police to support operations as effectively as possible. We hope to offer you a smoother experience on a future visit. Kind Regards,
The worst European airport for passport…
The worst European airport for passport control and the situation is the same for years.
This is happening despite a very profitable financial situation for the airport which shows incompetence or negligence
13. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear Yassine Thank you for taking the time to share your feedback. We are very sorry to hear that you experienced long waiting times at the border. We understand how frustrating this can be. This is not the experience that we as Brussels Airport want to offer our passengers.
Unfortunately, your experience was caused by a combination of circumstances. At the moment, the rollout of the new Entry/Exit System (EES) means that border checks take longer than before, as additional steps are required. At the same time, on that specific day, there was a staffing shortage within the Federal Police, who are responsible for carrying out these border controls.
We are working closely with the Federal Police to support operations as effectively as possible. We hope to offer you a smoother experience on a future visit.
I waited in the non-EU line for over…
I waited in the non-EU line for over three hours today and made little progress. I gave up and returned to my departing airport.
7. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear
Thank you for taking the time to share your feedback. We are very sorry to hear that you experienced long waiting times at the border. We understand how frustrating this can be. This is not the experience that we as Brussels Airport want to offer our passengers.
At the moment, the rollout of the new Entry/Exit System (EES) means that border checks take longer than before, as additional steps are required. We are working closely with the Federal Police to support operations as effectively as possible. We hope to offer you a smoother experience on a future visit.
Kind regards
Zéro service
Arrivé le 2 avril 2026 vers 22h-22h30...nos bagages n ont pas suivis, évidemment stress, nous voyons un panneau en direction d un bureau, un stand? pour déclarer la perte des bagages, il y a deux endroits où le faire, nous nous dirigeons vers ce qui est l endroit correspondant a notre compagnie aérienne, un homme est derrière le comptoir, nous voit arriver avec d autres passagers dans le même cas que nous, il fait demi tour, passe une porte et disparaît...le service a la Belge, il y a des machines pour déclarer la perte, vous passez votre temps a essayer de l utiliser sans résultat concluant...il est 22h30 pas 3h du matin, il n y a presque personne, tout est vide et fermé, personne pour vous renseigner, heureusement que la compagnie a été parfaite mais l aéroport de Bruxelles est un des pires et je ne parle pas du service PMR qui est catastrophique, accueil désagréable et inefficace.
2. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Bonjour Patrick,
Nous regrettons que le processus de déclaration des bagages perdus ne se soit pas déroulé conformément à vos attentes.
La gestion des bagages, y compris la déclaration et le traitement des bagages perdus, relève de la responsabilité de la compagnie aérienne et de son prestataire sous‑traitant.
Nous vous conseillons d’envoyer votre plainte directement à votre compagnie aérienne afin qu’elle puisse assurer le suivi nécessaire.
Nous regrettons également d’apprendre que le service PRM n’a pas répondu à vos attentes.
Nous vous remercions de nous avoir fait part de votre retour à ce sujet.
Bien à vous,
Slechte begeleiding en onacceptabele vertraging
Wij haalden onze kleinkinderen op die vanuit China om 07.38 landden. Ze werden opgewacht door een begeleidster, die ze door de douane moest loodsen, daarna de bagage van de band halen en daarna de kinderen met bagage bij ons afleveren. Ze zou ons per telefoon melden als ze er aan kwam. We hebben geen telefoontje gehad en het duurde ruim 2,5 uren voordat ze door de paspoortcontrole waren. Daarna kon de begeleidster de koffers op de loopband niet vinden en de kinderen werden door de begeidster naar buiten gebracht, waar de kinderen ons ontdekten. De begeleidster heeft ins niet gebeld, hoewel ik op het formulier dat ik moest ondertekenen mijn telefoonnummer zag. We hebben zelf met de kinderen en hun boardingpasses hun bagage uiteindelijk gekregen. We konden eindelijk vertrekken met onze kleinkinderen van 9 en 10 jaar oud, ruim 4 uren na aankomst van het vliegtuig. Volgende keer toch maar weer via Schiphol
4. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Beste Roelof
Bedankt dat u de tijd heeft genomen om uw feedback met ons te delen.
Het spijt ons zeer te horen dat u lange wachttijden heeft ervaren aan de grenscontrole.
We begrijpen hoe frustrerend dit kan zijn. Dit is niet de ervaring die Brussels Airport zijn passagiers wil bieden.
Momenteel zorgt de uitrol van het nieuwe Entry/Exit System (EES) ervoor dat de grenscontroles langer duren dan voorheen, aangezien er bijkomende stappen nodig zijn. Wij werken nauw samen met de Federale Politie om de operaties zo efficiënt mogelijk te ondersteunen. We hopen u bij een volgend bezoek een vlottere ervaring te kunnen bieden.
U geeft aan dat de begeleiding niet is verlopen zoals u had gewenst. In dit geval raden wij u aan om dit te melden aan de luchtvaartmaatschappij. De begeleiding van kinderen wordt namelijk georganiseerd door de luchtvaartmaatschappij of haar afhandelaar.
Wij stellen voor dat u dit ook aan hen meedeelt, zodat zij kunnen nagaan wat er precies is gebeurd. Nogmaals betreuren wij dat u deze ervaring heeft moeten meemaken.
Brussel International airport is the…
Brussels International Airport is one of the worst airports I have ever experienced as a non-EU visitor. The process is extremely slow, and the lines are excessively long. Even after one hour, we were still stuck waiting with little to no progress.
This is not a new issue—complaints about delays and poor management have existed for a long time. Yet, the authorities have failed to implement any meaningful improvements. Offering a free bottle of water does not address the underlying problem.
For a country like Belgium, this level of service is deeply disappointing. The airport feels underdeveloped compared to many others around the world. Customer service is poor, and the overall experience does not reflect the standards expected of a major international hub.
After flying for 10 hours, travelers deserve a more efficient and welcoming arrival experience. Unfortunately, Brussels Airport falls far short—even compared to airports in countries such as Thailand, Indonesia, and the Philippines, which often handle arrivals more efficienty than Brussels.
This situation puts Belgium to shame. Until significant improvements are made, travelers should be aware of the potential delays and frustrations when arriving here.
4. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear,
We have received your message and have read it carefully.
We regret that you experienced longer waiting times at passport control at our airport.
Please note that border control is carried out by the Federal Police. As the airport, we do not have any influence on how passport control is organised. The Federal Police, which is part of the Belgian government, independently decides how many booths are opened and how much staff is allocated for a specific flight.
At the moment, the rollout of the new Entry/Exit System (EES) means that border checks take longer than before, as additional steps are required.
Despite close cooperation and coordination between our airport and the Federal Police, it may happen that—due to limited capacity or a high number of arriving passengers during busy periods—waiting times are longer than expected.
As the airport operator, we do everything we can to provide our passengers with the best possible service. We therefore appreciate that you took the time to share your experience with us.
We hope to offer you a smoother experience on a future visit.
Kind regards,
Over 3 hours in arrivals customs que
Over 3 hours in arrivals customs que last weekend. Beyond bad for non EU travelers. Would have been faster to fly Amsterdam or Paris and take a train
28. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear Andy
Thank you for taking the time to share your feedback.
We are very sorry to hear that you experienced long waiting times at the border.
We understand how frustrating this can be. This is not the experience that we as Brussels Airport want to offer our passengers.
At the moment, the rollout of the new Entry/Exit System (EES) means that border checks take longer than before, as additional steps are required.
We are working closely with the Federal Police to support operations as effectively as possible. We hope to offer you a smoother experience on a future visit.
Kind Regards,
Expérience absolument inacceptable à…
Expérience absolument inacceptable à l’aéroport de Bruxelles.
Le 28 mars 2026, lors du passage au contrôle automatisé des passeports, la machine a littéralement déchiré mon passeport. Résultat : document inutilisable et refus immédiat d’embarquement.
Mais le pire n’est pas l’incident en lui-même.
Le pire, c’est qu’ensuite :
• personne ne prend en charge
• personne ne constate réellement
• personne ne donne d’explication
• chacun se renvoie la responsabilité
L’aéroport dit que ce n’est pas lui, la police ne donne pas de réponse concrète, et au final, vous êtes seul à gérer les conséquences.
Conséquences dans mon cas :
• voyage annulé
• retour en urgence à mes frais
• démarches administratives à refaire
• frais supplémentaires importants
• et surtout : mise en péril de mon mariage
Ce qui est extrêmement inquiétant, c’est que personne n’est capable de dire ce qui s’est passé, ni de garantir que cela ne se reproduira pas.
Un système officiel qui détruit un passeport, sans aucune procédure claire derrière ?
C’est grave.
Je déconseille fortement cet aéroport tant qu’aucune transparence ni responsabilité ne sont assumées.
28. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Bonjour
Votre plainte a été traitée par e‑mail.
Merci pour votre signalement.
kein guter Service
Ich habe es immer mit Friedrich dem Großen gehalten“ jeder soll nach seiner Fasson leben“- aber was mir in Brüssel geboten wurde, war schon sehr schräg!
Als schwerbehinderte Fluggäste, beide um die 80, hatten wir Hilfe beantragt, um uns beim Umsteigen in Brüssel behilflich zu sein. Aber es gab keinen Rollstuhl, stattdessen stand eine junge Frau dort, die auf eine Art Englisch sagte „sie sehen gesund aus, laufen sie, ich fasse Niemand an“ Den etwas steilen Weg zum Elektrocar bewältigten wir mit Hilfe von anderen Passagieren. Hilfe von der dazu bestellten Person gab es nicht.
Da ich nach überstandenem Krebs nur noch 30 cm Darm habe, sagte mein Mann auf Englisch, dass ich noch zur Toilette wollte - die Assistenzkraft sagte, geht nicht, dafür sei die Bordtoilette da. Ich erklärte ihr, dass die Toiletten im Flugzeug nur für Notfälle gedacht sind, daraufhin beschimpfte sie mich als stupid.
Ich spreche einige Fremdsprachen, die Assistenzkraft wollte uns aber partout nicht verstehen. Allerdings beherrschte sie Schimpfwörter auf Deutsch, die sie auch gebrauchte.
Ich schlug den Weg zur Toilette ein, da wurde sie dann richtig laut, schmiss voller Wut unser Handgepäck aus dem Gepäckfach ihres Elektromobils auf den Boden, der Koffer erwischte mich kurz vor der Toilettentür am Bein, sie schrie „come back“ und ich kehrte um- aber nur, weil die Toilette sowieso geschlossen war. Die Assistenzkraft fing an, uns laut zu beschimpfen. Ich fühlte mich wirklich bedroht, zumal sie mit anderen Hilfskräften lautstark parlierte und immer auf uns zeigte. Ich erwartete jeden Moment, dass wir körperlich attackiert werden würden, was aber glücklicherweise nicht passierte.
Ein Herr, der Deutsch und Französisch sprach, mischte sich ein und sagte der Assistenzkraft, dass man so nicht mit behinderten Menschen umgeht, aber die schubste alle weg von ihrem Elektro-Fahrzeug – unser freundlicher Helfer bekam auch noch ein paar Schimpf-Worte mit auf den Weg und sie fuhr mit erhobenem Mittelfinger davon.
Wir verlangten einen Vorgesetzten zu sprechen, dieser teilte uns kurz mit- wir müssten laufen, die Frau hätte alle informiert, dass wir aggressive, deutsche Querulanten sind. Unser „Dolmetscher“ bestritt genau wie wir, dass wir aggressiv gewesen wären, die Handgreiflichkeit sei eindeutig von der Assistenzkraft ausgegangen.
So behandelt werden möchte ich nicht noch einmal, deswegen werde ich diesen Flughafen meiden.
10. januar 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Dear Sir,
We regret to read about your experience during your transfer at our airport. This is of course not the level of service we want passengers to receive from the assistance provider.
So that we can have your report reviewed in the correct way, we kindly invite you to submit the details via our official complaints form:
https://bit.ly/3xRHZM2
Thank you for taking the time to share this with us.
Absolutely horrible airport
Absolutely horrible airport. Endless queues, indifferent staff. If you’re in Brussels and need to fly, consider a train to Amsterdam and fly from there
21. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Thank you for taking the time to share your experience with us. Your feedback helps us continuously improve the quality of our airport services.
Don't travel via Brussels Zaventem!!!!
Assistance on the airport is partially OK. Toilets are dirty, there are no phone charging possibilities before check-in and the worst of it all is buying a bottle of water in a vending machine. Chosen number is not what comes out, waterbottle was already opened and there was quite some water out already, and that for €3.40!!!!
Threw it away straight away of course. Taxi's ripp you off!! Trip from 6km costs 35 euro!!! I recommend that, if possible, you leave Brussels Zaventem out of your travel planning. It's terrible!!!!
18. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Thank you very much for your comments. Your input is invaluable in helping us further refine the quality of our airport services
Waited 3 hours in immigration queue
Waited 3 hours in immigration queue. They know how many planes are arriving, they should have the capcity to accept the passengers. Plus they ask questions that I have never been asked anywhere else. Worse airport I’ve been to.
14. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
We thank you for taking the time to share your feelings with us as customer feedback allows us to permanently improve the quality of the services at the airport.
4+ hour wait on customs arrival for…
4+ hour wait on customs arrival for non-eu. Will not fly here again. There are better options.
16. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
We truly appreciate you sharing your opinion with us. Feedback like yours enables us to keep enhancing our service at the airport
Waiting and waiting and waiting and…
With the ironically posted posters touting the new more efficient process for passport control; we waited in line for 2.5 hours!!! After flying to Brussels for 7 hours we found ourselves in a living (standing) hell! No toilets, complete disregard for people’s physical health/capabilities; we stood and waited and waited and waited!! Easily the most disrespectful, inhumane treatment in any airport I’ve ever experienced - and I’ve travellers all over the world! The new “more efficient” way is anything but!! Shame on the airport authorities!!
14. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Thank you for taking the time to share your experience with us. Your feedback helps us continuously improve the quality of our airport services.
I wish I could give 0 stars
I wish I could give 0 stars. The non eu line is absolutely ridiculous and we should not be queued for three to four hours. Definitely do not recommend coming here. Land elsewhere and then find a train to Belgium to avoid this massive headache
15. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
We thank you for taking the time to share your feelings with us as customer feedback allows us to permanently improve the quality of the services at the airport.
Extremely bad service across the board.
13. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Hello,
We are very sorry to hear about your experience and completely understand your frustration. This is not the level of service we aim to provide at Brussels Airport.
Please know that we are continuously working to improve our service quality and hope to restore your trust.
Thank you for sharing your feedback.
Worst airport i have been to.
Worst airport i have been to.
Alyzia check in service does not even have a card terminal.
Reciept from paying with cash was written by pencil.. IN 2026?!
13. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra Brussels Airport
Hello,
Thank you for your feedback. We completely understand your frustration and sincerely apologize for this experience. The fact that a receipt was handwritten and that card payment was not available does not meet our usual standards.
We hope to provide you with a much smoother experience on your next visit to Brussels Airport.
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