Amongst the worst airports serving an EU Capital. And they also pretend to be the European Capital!!! Incompetent personnel at the luggage controls and scanning devices probably dating back to 20 year... See more
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Review summary
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What people talk about most
Reviews shaping this summary
This was the most stressful travel day of my life. The staff are disinterested, uninformed and rude. We had a 3 hour connection and the queues were so long that our flight had to wait because half the... See more
Company replied
Needs major updates. Checked in online only to queue 40 mins to drop bags off. No difference to old check in queues. Still using old scanning tech and metal detectors, so that's liquids only... See more
Company replied
Non eu passport make sure your 3 hours before departure arrive because leaving or entering Brussel is a disaster only two people at immigration no fast track for gold or business. A long que no toil... See more
Company details
Written by the company
In 2019, more than 26 million passengers arrived or departed at Brussels Airport, making it the 26th busiest airport in Europe.
Contact info
Vilvoordelaan, 1930, Zaventem, Belgium
- info@brusselsairport.be
- brusselsairport.be
1.2
Bad
373 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 58% of negative reviews
Typically replies within 2 weeks
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Reply from Brussels Airport
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.
Horribly run
Horribly run, 2 customs agents taking their sweet time while people left and right are missing their flights. Why tf are there only 2 people working with hundreds of people in line. Absolute idiots
1 June 2026
Unprompted review
Reply from Brussels Airport
Dear passenger,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience at border control and the waiting time you encountered. We understand how stressful it can be when queues are long and there is a risk of missing a flight.
Security and customs operations are managed by the relevant authorities, and staffing levels are adjusted based on operational demand and peak traffic. That said, we recognise the importance of efficient passenger flow and we regularly share feedback such as yours with the responsible services in order to support improvements.
We regret that your journey through the airport did not meet your expectations and we appreciate you bringing this to our attention.
Kind regards,
Needs major updates
Needs major updates. Checked in online only to queue 40 mins to drop bags off. No difference to old check in queues.
Still using old scanning tech and metal detectors, so that's liquids only under 100ml and in separate bag, tech in a separate tray etc, and had to go through twice as the first scan wasn't good enough.
I arrived at the airport 2 hours before my flight departed, and arrived at the gate just before it closed.
For a major Capital, supposedly the central hub of Europe, it's pretty shocking by today's standards.
Invest in your airport Brussels.
28 May 2026
Unprompted review
Reply from Brussels Airport
Dear Tom
We appreciate you taking the time to share your feedback with us, as it helps us continually improve the quality of the services provided at the airport.
Kind regards,
Appalling airport, glacial immigration.
Appalling airport. Queue for immigration is huge, the officials all move at a glacial speed. Why in the home of the EU does the airport not allow E-gates to be used for British and other nationalities? Most other EU countries allow E-gate entry and exit.
22 May 2026
Unprompted review
Reply from Brussels Airport
Dear Mandy,
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,
The new “check-in for free” scum
They will invite you to check-in your luggage for free and have you pay if it exceeds a few grams. As if the price of the ticket was not high enough 😤
17 May 2026
Unprompted review
Reply from Brussels Airport
Dear Sara,
For this request, we recommend contacting your airline directly.
Kind regards.
New car hire in a an awful location a…
New car hire is now in a an awful location, a 10 minute walk OUTSIDE of the terminal, the walkway is partly covered but its bad planning from a location point of view, asking people to carry luggage all that way, no consideration here for the customer........... WHY move it from the main terminal?
18 May 2026
Unprompted review
Reply from Brussels Airport
We appreciate you taking the time to share your feedback with us, as it helps us continually improve the quality of the services provided at the airport
Horrible security
Horrible security, never ever will I fly through Brussels again
16 May 2026
Unprompted review
Reply from Brussels Airport
Thank you for taking the time to share your experience. Your feedback is invaluable and helps us further improve the services offered at the airport.
Where to start
Where to start? Poorly signed with no maps that I saw. Baggage handling was rough resulting in a destroyed hard case. Security staff were extremely rude and unprofessional. Talking and laughing as passengers including myself were screened for extra security. Made to feel insignificant. Screening staff asked my preference of language and then continued to use their own. My hip replacement sets most scanners off and usually a quick pat down and a hand scanner and I’m on my way - not at Brussels - I felt like a criminal. Don’t fly to Europe via Brussels if you can possibly avoid it!
11 May 2026
Unprompted review
Reply from Brussels Airport
Dear
Thank you for taking the time to share your feedback with us. We are truly sorry to hear about your experience at our airport.
Regarding your baggage, we recommend that you report this directly to your airline, as they are responsible for baggage handling and any damage that may occur during the process.
We also regret to hear how you felt during the security screening.
Please note that when the metal detector is triggered, additional screening is required for security reasons.
These procedures must be followed strictly, regardless of whether a passenger has a medical implant such as a hip replacement.
That said, we sincerely regret that you felt uncomfortable and poorly treated during this process.
This is not the level of service we aim to provide.
Thank you again for your feedback, and we appreciate your patience and understanding.
Kind regards,
Just the most stupid airport staff…
Just the most stupid airport staff ever, never seen such a motivation in making people lose time. Oh and the flights are frequently late. Just gross.
9 May 2026
Unprompted review
Reply from Brussels Airport
Dear
We appreciate you taking the time to share your feedback with us, as it helps us continually improve the quality of the services provided at the airport
Kind regards,
Amongst the worst airports serving an…
Amongst the worst airports serving an EU Capital. And they also pretend to be the European Capital!!! Incompetent personnel at the luggage controls and scanning devices probably dating back to 20 years ago, at least. These often 20 years old employees just mess up your luggage stuff, without having the faintest idea what they are looking for. Shameful! Bruxelles would deserve something better.
28 April 2026
Unprompted review
Reply from Brussels Airport
Dear Will,
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.
Absolutely appalling
Absolutely appalling. On a non-EU passport it took me 3 hours to get into the country after a 24 hour flight. On departure, I almost missed my flight, waiting for hours to get through security, and hours to get through immigration. It felt racist and abusive. Staff (if you can find them) display a callous indifference to distressed souls missing connecting flights. Fights break out as stress levels rise and it starts to feel like Lord of the Flies. Staff still do nothing. Belgium should really be ashamed and do something about it.
23 April 2026
Unprompted review
Reply from Brussels Airport
Dear Linda
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.mps de nous faire part de vos impressions car les commentaires des clients nous permettent d'améliorer en permanence la qualité des services de l'aéroport.
Truly the worst airport in Europe
Truly the worst airport in Europe. Avoid like the plague.
28 April 2026
Unprompted review
Reply from Brussels Airport
Hi Nuan, could you share more details on why you gave us this score? You can easily do so through our online form here: https://bit.ly/3xRHZM2.
Your feedback helps us improve the experience for our passengers.
Thanks in advance!
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
Unprompted review
Reply from 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,
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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
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
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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,
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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from Brussels Airport
Thank you very much for your comments. Your input is invaluable in helping us further refine the quality of our airport services
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