Delays at security control

jmartinat MAD / LEMD
Note: This review is about an experience that happened more than 2 years ago.

There's an unexpected around 30 min delay at the security controls in T1 access today.

By the look of it, it seems as they are making some improvements in the current lanes (very low standard in Madrid, by the way), so the capacity is less than normal.

I appreciate that improvements have to be made, and some sort of disruption has to be suffered in some way or form. What I don't understand is the complete lack of engagement with the customers, explaining the causes of the delay, thanking travelers for their patience, and why not, wishing them a pleasant journey. Somebody in Barajas airport has so much to learn about improvement the traveller experience and customer care.


Overall rating
1 / 5
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By jmartinat, about Madrid, , close to Marylebone, England, United Kingdom
Posted online by Nicolas, on 22 May 2017, view original version
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