Rafael Hernández International Airport (BQN)

Common Complaints

• Poor Cleanliness: A dominant complaint is the lack of cleanliness, with numerous reports of dirty floors, trash, and unsanitary bathrooms that reek of urine.
• Rude and Disrespectful Employees: Many travelers report encountering unprofessional, rude, and disrespectful staff, particularly from airline personnel and security.
• Disorganization: Passengers frequently cite disorganization in various processes, including traffic flow for arrivals and rental car returns, as well as lengthy, exposed lines for the Department of Agriculture Inspection Station.
• Limited and Expensive Amenities: The terminal is described as having few amenities, with limited food options that are often expensive. There are also complaints about a scarcity of power outlets and work surfaces.
• Lack of Management: Travelers perceive a lack of effective management and oversight, contributing to the persistent issues.
• Limited Hours/Overnight Stay Challenges: The airport is not generally open 24/7, making overnight stays or waiting for late-night/early-morning flights challenging with nowhere comfortable to rest.

Overall, while Rafael Hernández International Airport serves a crucial role for the region, traveler experiences indicate a significant need for improvements in facility maintenance, customer service, and operational organization. The ongoing modernization projects offer hope for addressing some of these long-standing issues.