“Appalling experience as I queued in my car to enter the silverzone carpark, having paid close on £100 for the stay. My car was directly behind an airport transfer bus which began reversing at speed towards my car without warning or even looking. I was unable to reverse at first due to another car behind me, but too late, the bus had crashed into my car - an impact which we all saw, felt and heard. Zero concern from staff, in fact a rude bus driver told me I should calm down. Zero understanding that I was trying to catch a plane and didn't have time to go into an office and speak to a manager at that exact point. When I emailed later requesting insurance details in case of damage, as I'd had to just park and leave the car, the company denied the seriousness of the incident and are insisting the bus didn't touch the car. Unbelievable. No apology, no taking any responsibility for a dreadful piece of driving and a particulary unpleasant and stressful start to our holiday. I'll be avoiding silverzone parking in future.”
“Date and Time: 9th November 2024, between 11:10 AM and 11:40 AM
Location: In front of the Fast Track and Normal Track security gates, Bristol Airport
Staff Involved:
• Male staff stationed at the Fast Track security gate.
• Female staff (older lady) stationed at the Normal Track security gate.
I accompanied my mother (about 60 yrs), grandmother (90 yrs) , and infant son to Bristol Airport. Upon reaching the security gates, we were met with unprofessional behavior, surprising ignorance, and outright rudeness from the staff. This experience not only reflected poorly on the airport but also on Bristol city’s reputation as a welcoming and efficient travel hub.
Incident Breakdown:
1. Fast Track Access Denied Arbitrarily:
o We approached the male staff at the Fast Track gate, confident that our Business Class tickets and Sky Priority status entitled us to use it.
o Without even glancing at our tickets or asking any questions, he dismissively said, "No, no, go to the other gate," in a tone that was both condescending and unhelpful.
o We were not given any explanation or opportunity to clarify why we couldn’t use Fast Track.
2. Rude Interaction at the Normal Gate:
o Hoping to clarify the situation, we approached the older female staff at the Normal Track gate to ask if there was a Business Class lane within the Normal Track.
o Her response was shockingly arrogant: "There is no business lane in the whole Bristol airport."
o Despite our surprise at this claim, we proceeded to follow her instructions.
3. Unnecessarily Snarky Remarks:
o We had a stroller for the baby and asked if it should go through the lane designated for wheelchairs or disabled passengers. Her curt and inappropriate reply: "The baby is not disabled."
4. Harsh Treatment of a 90-Year-Old Passenger:
o My 90-year-old grandmother, unfamiliar with the process, mistakenly tried to follow my mother through the gate without scanning her ticket.
o Instead of patiently or politely correcting her, the female staff shouted at her: "WAIT!" Such behavior towards an elderly person is completely unacceptable and disrespectful.
5. Failure to Apologize After Being Proven Wrong:
o After seeing off my family, I returned to the male staff at the Fast Track gate to clarify why we were denied access. He reluctantly admitted that Fast Track is reserved for Sky Priority passengers.
o When I pointed out that our tickets clearly displayed "Sky Priority" in bold letters (providing photographic proof), he remained silent and offered no apology. The female staff added dismissively, "They are already in anyway," without acknowledging their error.”
“NOT A CUSTOMER FRIENDLY AIRPORT
It’s a shame I couldn’t give no stars or minus stars. The airport is a joke you have to walk miles and miles I clocked up 1.5 miles today. I was dropped off the bus from the plane, you have to walk upstairs. There is no lift then you have to walk for an eternity to get to the baggage carousel. I felt really sorry for anybody that was elderly Or has a little bit of problem walking, why didn’t they put in travelators? Like they have other airports.
Car parked in the silver zone costs a fortune. I wasn’t aware they move your car after you parked it! Dropping the keys off before your holidays is easy, it’s not so easy getting them back, yet again another queue with those stupid up-and-down tapes. Only two people and a very long queue. Only one person per party allowed to pick the keys up the rest have to stay outside! What happens if it’s raining? Do they just get wet? And when you have to walk miles to get your car from where they have parked it there are no covered walkways! In the UK, it rains a lot. Do they just expect everybody to get soaking wet?”
“Who wants to be yelled at and pushed around when going on holiday. I was shocked at the staff, constantly yelling at people. Very unprofessional. The system is a shambles.”
“THIRD WORLD AIRPORT
Grey, grubby, slow and unpleasant airport.
Departures is worse than average.
Arrivals is the worst experience I have had at any airport.
No wonder it's regularly voted as one of the worst airports in the UK.”
“It is dirty, chaotic, not enough seating, pick-up and drop-off is a complete shambles. Staff are uninterested if not downright rude. An experience NOT to look forward too. Shameful.”
“Broke wrist when entering arrivals. No member of staff in evidence to help. On returning several days later I was body searched along with great granddaughter who is 5. I am over 80. Girl on security arrogant and less than courteous. Not what I remember from previous visits to airport.”
“The restaurants are dreadful. It’s the most horrendous walk to the gates, thought I’d walk to my destination in Spain.
Layout is dreadful, access to the aircraft does not even reach the terminal, you have to walk across the tarmac in the pouring rain.
Drop off drive through is extortionate.
Hate the place.”
“Less than 1 percent review.. tried to send message to Dave Lee but got stopped/ removed at every opportunity. FYI flights are going above my stables every minute. I know this because I live as the fly crows 4 minutes away by car. My elderly sheep are very traumatised. We look after our animals in the green belt on land we worked hard to purchase. One of my ponies has copd and medication costs me minimum £100’per month. Sat in Keynsham feeling sick at how many flights are poisoning my furry babies ( that I’ve rescued ) and equally wondering why I’m struggling to breath and antihistamines not working”
“Everything at Bristol Airport is slow, dirty, inefficient and disappointing. Travel used to be fun. Bristol Airport makes the whole experience a misery.”
“Appalling power-filled behaviour from security team (thugs!) when dealing with toddlers !!!!! Threatening behaviour and sour-faced security people with zero sensitivity on how to deal with families with young children!!! You DO NOT body search toddlers and children!!!!!!!!!!Shame on you”
“The ushering staff in passport control area upon arrivals have become extremely racist, rude and unhelpful over the last year. They pick out Brits who are non-white, and question loudly whether they are British. No non-british would queue in the most ginormous queue for fun and giggles! Need leadership team to address racist, unkind directions.
Ushering staff are not needed at all, if there are clear signs at the beginning of the zigzag lanes. Ushering staff only need to answer questions if help is asked for, not there to upset non-white Brits returning home.”
“left tenerife in 30 degrees to arrive in bristol to rain
the key fob got wet human error what a load of balls sent to cf11 instead of cf61.
when i complained i was told you should have dressed in british clothes
as i stood there getting soaked
21 century huiman error sorry mate your fob get wet think its cf11
what a load of tosh
never again
frederick daniels”
“This airport is the worst I have ever experienced, the staff are rude, shouting without explanation, what an awful start to a holiday!!
I’m sure that people from outside the UK are shocked when met with this behaviour!!
I will avoid this airport in the future!”
“Travelled through Bristol Airport 17th November 2023 and was met at security with a woman who shouted at everybody. This behaviour is atrocious and not good to witness. Bristol Airport get a grip we have travelled all over the world and this is the worst Airport!!”
“Absolutely disgusting. The staff in the fast track lane are some of the rudest, nastiest people I have ever experienced in my life. One male member of staff, not done being patronising towards me, was even hassling a family with young children who were after me in the queue.
As others have said, restaurants are poor quality and expensive, captive audience I guess - paid £14 for a meal that turned out to be inedible as it was lukewarm and seemed like it had been left out, not good for foods such as eggs and meat!
Had issue with my car parking as well, a member of staff took my key from me as I went to put it in the drop box in silver zone - muttered something about “not accepted” and gave it to someone else behind the desk, then walked off….? Tried to ask what had happened but was moved on. I just hope I get my car back when I return and can make a swift exit from this awful place!
If I could give 0 stars I absolutely would.”
“There is no customer service! The security staff are the rudest I have dealt with whilst travelling , they should send them for some training on customer service and if they can't be polite to the customer get rid and get staff who can be ! It's not what you want to deal with when your off on your holiday's and quiet frankly the customer shouldn't have to put up with it! And probably wouldn't but for the fact they want to get on their flights with out any complications.”
“First, The parking costs are high and unfairly applied. I could find no way of reclaiming my 3-day parking cost when my flight was cancelled and my trip aborted, even though my space was then available for rehire. Neither could I use the time I’d bought by returning the next day. We need to overhaul parking charge rules in the UK generally, to be like Denmark where you can only be charged for what you use. Second, the airport doesn’t seem to be able match expected passenger numbers with on-duty security- it can take 45 min to get through. Lastly, the parking signage has not been correctly adapted to accommodate the current (autumn 2023) building works, sending drivers round in circles trying to find the pick-up point.”
“Absolutely disgusting tried to order food at Frankie and Benny’s app didn’t work go to Burger King que for 30 mins to be told can’t order due to food orders not being done quick enough”
