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Surabaya Juanda Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Queuing Times 12345
Customer rating from 4 reviews
6/10
No Skytrax Rating
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1/10

"a nightmare experience"

(Singapore)

It was a nightmare experience at Surabaya airport. Arrived Terminal 2 at 9.35pm and it took me 45 mins to queue up at the immigration counter. After immigration, the baggage claim and the exit area was very crowded and unorganized. It was totally a mess. There were people in the crowd, banging me using the trolley just because I was walking too slowly and they were in a rush. I went out from the international arrival exit, wanting to find something to eat but all shops were closed and the terminal looked drab. My departing flight is in the early morning, it was another chaotic process to even enter the terminal building. And also took me very long time to clear the departure immigration. I wanted to have my breakfast in the airside but the airside is crazily small, and only Starbucks was opened at that timing. This was a nightmare experience and I will avoid this airport in the future.
Experience At AirportArrival and Departure
Date VisitJune 2016
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
7/10

"staff are attentive"

(Indonesia)

Surabaya is my hometown airport. I was really happy when Terminal 2 opened but I think they could improve the facilities such as food and stores. Surabaya is a simple airport - the terminal is quite clean, toilets huge, spacious check in and waiting room. I spend a lot of time here but I have never used the WiFi so I don't know about the speed. Airport staff are attentive.
Experience At AirportArrival and Departure
Date VisitMay 2016
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
yes
9/10

"quick and efficient airport"

(India)

Surabaya airport is a very quick and efficient airport. On arrival the visa on arrival queue was very short, immigration there was a short wait of about 5 minutes, by the time I was done with both the bags had already arrived. Probably one of the quickest experiences for me from exiting the aircraft to curbside. Similar experience on departure quick efficient checkin with Cathay Pacific, short lines at security and immigration. The terminal is spacious and has a lot of natural light from the full height windows on either side, the restrooms were very clean. Food options are limited to a Burger King and Starbucks. the duty free has a good selection for a small airport. The premier lounge which was in a temporary set up was the only disappointment. Chose to sit at the Starbucks instead. Free wifi at the airport is also quite good.
Experience At AirportArrival and Departure
Date VisitMarch 2016
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
yes
5/10

"disorganised and uncoordinated"

(Indonesia)

I'm a British expat who has been living in Surabaya since July 2013. I regularly use this airport. The new terminal 2 was opened almost 2 years ago yet they still seem to be adding amenities to it that should have been there at the start like it only recently got a money changer whereas terminal 1, which is now exclusively for domestic travel had them before international flights moved to terminal 2 and still has them today. Also for ages this airport lacked ATMS though they have just been added. Most recently I took a round trip to Krabi via Kuala Lumpur on AirAsia. I took the 5.40am flight to KL from terminal 2 and queuing at check-in seemed disorganised and uncoordinated. I then arrived at immigration around 4.20am and the immigration desks were closed and unmanned. It took until after 4.30am before immigration staff turned up. This seemed very unprofessional since such long queues were forming for early morning flights to Kuala Lumpur on an A320 and the China Airlines flight to Singapore which is a large A330. On my way back we parked at an Airbridge but because it was in the domestic wing of terminal 2 we had to walk down steps from the terminal and get a bus to international arrivals, which was annoying and this is not the first time this has happened. Terminal 2 has some decent facilities like a Carl's jr, Burger King outlets in domestic and international arrivals and Starbucks but its management seem to be poorly organised and have no idea of the concept of the planning. Nevertheless it lacks an airport bar where passengers could enjoy an alcoholic beverage before the flight and if such an addition was made, I'd give food and beverages 5 stars. Another positive was that on my way back to Surabaya, immigration queues were very short but this was due to the fact I was sitting at the front of the last international flight at night.
Experience At AirportArrival and Departure
Date VisitDecember 2015
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no