Burgas Airport

Not Verified | I work with people with intellectual disabilities and we were traveling to Burgas for vacation with very big group of ID people with all kind of diagnoses, including Down syndrome and other. At the passport control the police officer screamed at one of our patients in Bulgarian. When I saw it I explained to police officer that they are people with special needs and they don’t understand him he started also shouting at me. When I asked him why is he talking like this, even if they did something wrong he can tell it in a nice way, the response I got was ” Because I’m allowed to talk like this. And stop arguing with me if you want to fly”. Horrible experience. Absolutely unacceptable behavior from the police man.

Not Verified | Arrival: People queuing up for customs control on the apron(!), because terminal too small. More than 1 hour waiting time. Yes, in September (out of peak season) 2021 (during covid)! Departure: At entry to security my (self-printed) boarding pass was okay. 10 min. waiting time at security. Then my boarding pass was checked again. 15 min. waiting time at customs control. Then the customs officer said that self-printed boarding passes are not okay, and sent me back to check-in counter. Total time lost: Again more than 1 hour! Probably Europe's worst airport!

Not Verified | Rude, offensive and arrogant staff. Unbelievable old-style bureaucratic approach. The customer is always wrong. Do not live up to the values they have on the Fraport website. Only 3 members of staff to process a huge queue when no other flights. Priority queue much slower than non-priority queue. Would recommend all members of staff attend customer satisfaction training.

✅ Trip Verified | Check in and check out was okay, quick enough. But the customs officers were arrogant, with unfriendly faces. Also some people who were selling at the airport kiosks. This is not reflective of Bulgaria because in the hotels, the receptionists seemed very cordial and service oriented. Please let those customs officers get a public relations course because they are the postcard of your country. It felt like one was facing a maximum Jail officer than a customs officer in an airport.