Guarulhos - Governador André Franco Montoro International Airport (GRU)

Common Complaints

• Inconsistent Cleanliness and Maintenance: Many travelers report sticky floors, thick air, and poorly maintained, often dirty bathrooms lacking basic supplies like soap and paper, especially in Terminals 1 and 2.
• Poor Signage and Wayfinding: A frequent complaint is the inadequate and confusing signage, particularly for non-Portuguese speakers and when navigating between terminals, leading to difficulties finding gates or information.
• Long Security and Immigration Queues: Passengers often experience significant wait times at both immigration (especially for international arrivals) and security screenings, with reports of up to 1.5 hours for immigration. Current estimates (November 2025) show security wait times around 58 minutes and immigration at 60 minutes.
• Inefficient Terminal Transfers: The distances between terminals can be considerable, and the shuttle buses used for transfers are sometimes described as crowded, old, and lacking air conditioning.
• Lack of English-Speaking Staff: Some travelers encounter communication barriers due to a perceived lack of English proficiency among airport staff.
• High Prices: Food, services, and on-site parking are frequently cited as being expensive.
• Limited Seating and Power Outlets: Older terminal areas often lack sufficient comfortable seating and accessible charging stations.

Guarulhos Airport offers a mixed bag for travelers. While its status as a key international gateway is undeniable, and Terminal 3 provides a more pleasant experience, recurring issues with cleanliness, signage, and queue management in other areas often detract from overall satisfaction. Travelers should be prepared for potential delays at security and immigration, and plan for transfers between terminals.