Luis Munoz Marin International Airport (SJU)

Common Complaints

• Uncomfortable Seating and Limited Availability: A frequent complaint is the lack of comfortable seating, with many seats having armrests that make it difficult to rest or sleep during layovers. Limited seating often forces passengers to stand or sit on the floor.
• Restroom Cleanliness and Maintenance: Several recent reviews highlight appalling conditions of restrooms, citing a lack of basic essentials like functioning door locks and hooks, and general uncleanliness.
• Rude Staff: Numerous travelers report rude and unhelpful airport staff, which detracts from the overall experience.
• Expensive and Limited Food Options: Food and beverage options are often described as outrageously expensive and of abysmal quality. Availability is also limited, with many establishments closing by 10 PM.
• Long Standard Security and USDA Check Lines: Passengers without TSA PreCheck frequently experience long and slow security lines. Additionally, a mandatory USDA X-ray for bags when flying back to the U.S. adds an extra step before check-in and security.
• Poor Wi-Fi Connectivity: The lack of free Wi-Fi or a cumbersome sign-up process (requiring surveys) is a common grievance, with some reporting non-existent service.
• Suboptimal Wayfinding: Travelers note weak wayfinding and map displays throughout the terminal, making navigation challenging.

Overall, Luis Munoz Marin International Airport presents a mixed bag for travelers. While it serves as a vital and growing gateway to Puerto Rico and the Caribbean, significant improvements are needed in basic passenger comfort, cleanliness, and staff professionalism to enhance the traveler experience. Travelers should plan for potential delays at security, consider TSA PreCheck, and be prepared for limited and expensive amenities, particularly during off-peak hours or extended layovers.