Berlin Brandenburg Airport

Customer Reviews

3 star Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 189 reviews
2/10
3 star Skytrax Rating
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2/10

"Amazing a new airport is run this badly"

(Germany)

Not Verified | Always very long waiting for security check. Amazing a new airport is run this badly. It is every time I go I experience a min. 30 min of waiting. On top of that a lot of other things that aren't functioning very well.
Experience At AirportDeparture Only
Date VisitNovember 2021
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
3/10

"outdated and not up time"

(Switzerland)

Trip Verified | Berlin Tegel became bad because no money was spent. But BER is new outdated and not up time! The worst for sure was the men toilets! from 4 toilets I went to all where to small, stinky, dirty and at least 1 pissoir broken. Security a nightmare. Slow rude and we do not care. The layout makes sure everyone steps on each toes. Seating at the gate have no USB or power connector. What age is this? Information when a flight is delayed comes far to late on the screens and no one knows something. I knew of our delayed flight 30 minutes before we should go to the gate. BER has no charm, even the real Berlin Schnauzer does not exist. Airport owners will say, not our problem, all outsourced. Well no! You are responsible for it all and have to stand up for it!
Experience At AirportDeparture Only
Date VisitSeptember 2021
Type Of TravellerCouple 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
1/10

"Worst experience ever"

(Belgium)

Not Verified | Worst experience ever, pure chaos, we spent 12 hours in the airport, having to go through security 3 times with an average of 2 hours waiting time. unbelievable ! unfriendly staff, no procedures in place in terms of evacuation. It was a joke, but a very sad one. Never again
Experience At AirportDeparture Only
Date VisitNovember 2021
Type Of TravellerFamily 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
1/10

"Everybody was running, including myself"

(Spain)

Trip Verified | Arrived 3 hours earlier, took 1 hour and 15 minutes to do the check in at Ryanair. Just two ladies in the check in service for hundreds of clients. The queue never moved on because those arriving two hours before were late and passed on to the top of the queue in order not to miss the flight. The second bit is the one. Huge queues to pass the control. One hour and 15 minutes to get through. Staff took their time and the speed they worked was like if the mess at the airport wasn't with them. Again, lots of passengers had to pass in front of me many times in order not to miss their flights and it seemed I never was going to get through. Once in, it was like a film of Horror. People running from one end to the other one because there was not time to walk. Shops empty. Seats empty. Everybody was running, including myself. Families, elderly, middle age...great opportunity to train for a marathon. No words to explain how frustrated, stressed, annoyed I felt. It is like if you are given a Rolls-Royce to drive but there is no engine. A huge show off airport, designed like a hotel (by the way, impossible to find out things) but inefficiency, huge distances without conveyors, short of staff, it remind me of IKEA. Help yourself and good luck! The good fame of the Germans in terms of customer service, organization, precision..none. Anyway, I lost some stones with all the running and I managed not to have a heart attack.
Experience At AirportDeparture Only
Date VisitNovember 2021
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
no
1/10

"a terrible terminal layout"

(United Kingdom)

Not Verified | Exceptional in failings at all points. Security unable to process passenger numbers (even dramatically reduced numbers flying still). Flight delays periodically affecting all flights due to slow processing of incoming aircraft, and a terrible terminal layout. 10years of delays before opening mean this airport was old before it opened, and it will likely never be fit for purpose. Avoid if you can.
Experience At AirportDeparture Only
Date VisitNovember 2021
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
no
3/10

"it is an embarrassment"

(United States)

Not Verified | BER is not an airport worthy of the German capital. In fact it is an embarrassment. I have been flying all over the world for work and this airport left me speechless. The logistics is chaotic and not present. Check in times are past 90 minutes and the staff lost in translation. Arrivals are not an issue, but if you decide to depart be sure to arrive with plenty of spare time to weather unexpected situation such as male function security ticket scanners or understaffed checkin kiosk. I hope that over the years they will sort out most of the issues, but in order to be competitive with Frankfurt and Munich it will be a long a land steep climb.
Experience At AirportArrival and Departure
Date VisitOctober 2021
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
1/10

"Arrogant, unfriendly and often incompetent"

(United Kingdom)

Trip Verified | There is a lot to complain about at this airport - it is confusing, there are no travelators to cope with the considerable distances better, especially with luggage, hardly any elevators, and in parts of the terminal too few toilets. The local transport connection to the city center is also not particularly good. However, it is undoubtedly the staff that creates a lot of unnecessary stress for the passengers here, especially during departure. Arrogant, unfriendly and, unfortunately, often incompetent, that's how it can be summed up. This is hard to beat, especially when it comes to security checks. Work is carried out at a snail's pace, passengers are snapped at, and when a stressed passenger also remarks that they have to go to the gate, it is very succinct, "you have to come earlier". With a British Airways business class ticket, I was not allowed to go through Priority Lane, no explanation, only, "You can't get through here." In the Tempelhof Lounge the empty plates and glasses piled up on the tables, very unsavory and no staff around. In the airplane, even the captain was surprised in an announcement about the long wait for the ground staff to solve a baggage problem. "You should be here by now," he said. The Berlin airport is apparently not only stressful for passengers. An diesem Flughafen gibt es viel zu bemängeln - er ist unübersichtlich, es gibt keine Laufbänder um die beträchtlichen Entfernungen besser bewältigen zu können, vor allem mit Gepäck, kaum Aufzüge, und in Teilen des Terminals zu wenige Toiletten. Die Nahverkehrsverbindung in die Innenstadt ist auch nicht besonders gut. Zweifellos ist es jedoch das Personal, das den Passagieren hier vor allem beim Abflug viel unnötigen Stress macht. Überheblich, unfreundlich und oft leider auch inkompetent, so lässt es sich zusammenfassen. Vor allem bei der Sicherheitskontrolle ist dies kaum zu überbieten. Gearbeitet wird im Schneckentempo, Passagiere werden angeschnauzt, und wenn ein gestresster Fluggast dann auch noch anmerkt, er müsse zum Gate, heißt es ganz lapidar, "da müssen Se eben früher kommen". Mit einem Business-Class Ticket der British Airways durfte ich nicht durch die Priority Lane, keine Erklärung sondern nur, "Hier kommen Sie damit nicht durch." In der Tempelhof Lounge stapelten sich auf den Tischen die leer gegessenen Teller und Gläser, sehr unappetitlich und kein Personal weit und breit. Im Flugzeug wunderte sich dann sogar der Kapitän in einer Ansage über das lange Warten auf das Bodenpersonal, die ein Gepäckproblem lösen sollten. "Sie sollten längst hier sein", sagte er. Der Berliner Flughafen ist offenbar nicht nur für Passagiere stressig.
Experience At AirportDeparture Only
Date VisitOctober 2021
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
2/10

"What a disappointment!"

(United States)

Trip Verified | I had some expectations about this long awaited airport, which has the capacity and runways to potentially position Berlin as a global hub. What a disappointment! The check-in staff, though at a Business Class counter, was rude. The security lane situation is just a joke, there was apparently no special lane for Sky priority boarding passes and I ended up waited for about 45mns to be processed through the regular lanes, I can only imagine what it will be like when airlines are back to full capacity and demand. From there, the terminal involves quite a lot walking with only one lounge in the whole airport. The only positive thing is that the terminal is clean. It took years for this airport to open...all for this?
Experience At AirportDeparture Only
Date VisitSeptember 2021
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"airport is inefficiently designed"

(United Kingdom)

Not Verified | This airport is inefficiently designed with extremely poor security processing of passengers at customs. The queue for customs was huge with only a handful of gates open. Very poor airport experience. Previous reviews summarise well how bad it is.
Experience At AirportArrival and Departure
Date VisitOctober 2021
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
1/10

"feels like it was designed in the 1950s"

(Switzerland)

Trip Verified | One of my worst airport experiences outside North America. It's hard to express how disappointing this airport is, considering how long it took to build and the extraordinarily high costs involved. It's dark and cramped, and feels like it was designed in the 1950s. Bathrooms are tiny. Signs and directions are absent or misleading -- this is a real problem, since it is very difficult to figure out where you are supposed to be going. Some automatic doors don't work. Queuing is extremely inefficient with multiple lines moving at very different speeds towards the same goal (eg. security line), leading to massive line-cutting and impatient and angry travellers. Queuing times are long (eg. 40 minutes to clear security) and the airport is still nowhere near real-world capacity. Our security scanning station broke down and because of the elaborate and completely intransparent queuing system, there was no way to unblock the jam. Employees are unfriendly. I get the impression from Berliners themselves that they long for the good old days of Tegel airport being the main hub, and I can't blame them. Brandenburg is a mess.
Experience At AirportDeparture Only
Date VisitOctober 2021
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no