Brisbane International Airport (BNE)

Common Complaints

• Excessive Immigration and Security Wait Times: A dominant complaint revolves around lengthy queues and disorganization at customs, immigration, and security, particularly for international arrivals. Travelers report waiting over an hour, and sometimes up to 2.5 hours, to clear these checkpoints, with insufficient e-passport machines and staff. Security wait times can be around 26-29 minutes, and passport control estimated at 8 minutes, but actual experiences vary wildly.
• Terminal Cleanliness (inconsistent): Despite some positive comments, other recent reviews highlight dirty floors, lack of soap in toilets, and water leaks in main toilets, describing parts of the terminal as unclean.
• Limited and Poor Food/Shopping Options: Several passengers report a poor selection of food and beverage options, especially in the domestic terminal and at certain times, with few restaurants and cafes open. Shopping options are also described as limited compared to other airports.
• Poor Organization and Wayfinding: Travelers frequently mention a lack of clear direction and disorganized processes, especially during busy arrival periods, leading to confusion and frustration.
• Parking Issues: While various parking options exist, some users of Park & Fly have reported issues such as cars being parked outdoors and covered in bird droppings, or misleading information regarding parking charges.

Overall, Brisbane International Airport presents a dichotomy, with excellent staff and some modern facilities contrasting sharply with significant challenges in managing passenger flow, particularly at immigration and customs, and maintaining consistent cleanliness and amenity offerings across all areas. Travelers frequently express concern that the airport is ill-prepared for increased passenger numbers, especially with major events like the Olympics approaching.