Feedback from passengers

The Airport Authority takes no responsibility for the content of messages posted here. This service is for the benefit of airport users who wish to express their views or share helpful information with each other. Questions or comments posted on this page will not receive a response from airport staff. To contact the airport please see the Contact page.

C. Arr Rz (PR)
Fri, 16 Feb 2024, 11:39 am
Please remodel ASAP. The federal funds from the bipartisan infrastructure bill are approved and sitting there and waiting to be used. The projects have been awarded to the contractors. Please finish all the paperwork and start breaking ground.
Justin T (Aguadilla)
Sun, 21 Jan 2024, 7:34 pm
Lady from tourism here coughing and sneezing into rag holding tablet with rag them passing tablet to people waiting on flights? You can’t be serious thank you for spreading your funk to everywhere these people are going and not sorry for telling you to get away from me!
Rose Chavez (NYC)
Wed, 22 Nov 2023, 7:24 pm
Inside the airport was good
Arriving to the area of the airport was out of were honking nit moving people were getting off of their car with luggages to get to the airport..
No one knows what they are doing..we needed to turn in our rental..we were afraid we would lose our flight.Finally someone with some sense let the rentals pas to the parking..please don't let this happen again people were angry..It could turn into something people could get hurt. Ihave never seen something so disorganized.
Passenger (Does not matter!)
Sun, 30 Jul 2023, 2:59 pm
This airport does NOT have professional employees, they are very rude and disrespectful. The ladies restroom is so discussing. There is no management in the airport. The floors are full of trash. Unbelievable how this AIRPORT is running.
After paying high prices, a customer/passenger should be treated better.
Jay Mencre (Washington, DC)
Tue, 25 Jul 2023, 1:54 am
It’s so sad to see this little airport deteriorate. It used to be so clean, but now it’s far from what it was. There was litter in every corner, dirty floors, and the bathrooms were filthy and reeked of urine. My humble suggestion would be to invest in repair (upgrading in automatic devices) and a consistent deep cleaning crew.
Manuel Gonzalez
Sat, 29 Apr 2023, 6:22 am
I agree with all the negative comments made.I've been to many small airports across the US and this is one of the worse. The web page is a joke, no usefull information, there is no way to get someone to answer the phones. Add another line in your parking info. and let people know about long term parking.
Jeremy Perez (Boston)
Wed, 12 Apr 2023, 11:59 am
The German Shepard needs to go back to school! His training is clearly incomplete. The other dog that was their obviously knew how to do his job. The Shepard needs proper training! Waisting my time, just to be “Secure”. Some guy tells me I have to go with him because the dog marked my suitcase. He took a picture and asked if that was mine. I said yes and I said “is the dog smelling my two dogs I have at home. The photo he took was clearly full of dog hair. I’m a veteran and y’all making me look like a criminal when I’m trying to go home. Instead of being on the phone and B.Sing through your whole shift maybe people ought to do their jobs. I wish I could take photos of employees CHILLING. Complete violation!
Nancy Grajales
Tue, 11 Apr 2023, 11:23 am
La cafetería de la entrada de BQN no le funcionan bien los extractores y están agravando la condición pulmonar de aquellos con enfisema pulmonar y asma aún parándose frente a la entrada de TSA se siente horrible respirar en esa área. Si pudiera venir un inspector a chequear eso.
Los empleados de Frontier son muy desdichados y se cogen los breaks largos y no ayudan. Los empleados por lo general son muy atentos y nice.
Evelyn Figueroa (Hatillo)
Wed, 29 Mar 2023, 6:23 pm
Llevo dias llamando al aeropuerto y no me contestan. Quiero Saber si hay que reservar el parqueo por largo tiempo salgo este viernes y regreso el 17 de Abril
Edgar Acevedo (South Carolina)
Fri, 24 Mar 2023, 7:27 pm
La verdad que no me quejo del aeropuerto. Pero me gustaría que Los dueños de Island Market Shop. Sepan que tiene una empleada desagradable. Fue super lenta en su servicio y cuando una persona le pedio que acelerada, ella se le puso agresiva y comentó que ella sabe cuando el vuelo sale. El servicio al cliente no es determinado por una vuelo sino servicio consistente y apropiado tanto en trato y tiempo. It’s a to go market , she needs to be more faster and not verbally aggressive!!!!
Saimary Nieves (New York)
Sun, 26 Feb 2023, 8:02 pm
Mi experiencia fue horrible porque las mujeres y niñas tuvimos que usar el baño de hombres y habian hombres en el baño no es justo para nosotras las mujeres y mas si viajamos con niños pequeños. Tan pobre esta el aeropuerto?
Espero que hagan algo al respecto.
Evelyn (Aguadilla pr)
Thu, 5 Jan 2023, 9:51 pm
Mi hija está esperando un vuelo que salía 9:00pm para florida y ahora están informando que tiene atráso después que todo parecía en orden sólo pido apoyo de oración que los empleados y los jefes se organize para que fluya todo en orden y prontitud Dios clamó por todos que viajan con niños no entienden que está pasando por tu mano poderosa obra un milagro que salgan todos a ya y con tiempo Amén gracias y bendiciones para todos Amén
DENNIS A DINZEO (Aguadilla, Puerto Rico)
Thu, 7 Jul 2022, 4:36 pm
Rafael Hernandez Airport at Aguadilla is nothing if not consistent. The easily-rectified issues faced by travelers have remained unchanged for decades. The diligent flyer may arrive two hours early, but there is a good chance he or she will stand in the rain waiting for the Department of Agriculture Inspection Station to open since the line snakes out the door and well along the open-air sidewalk. In our case insult was added to injury when the Jet Blue counter staff did not appear until 40 minutes prior to boarding call; by then the line backed all the way out to the terminal entrance and possibly beyond into the pre-dawn darkness. Meanwhile airport employees were busy coking and joking behind the vacant Jet Blue counter. There is no indication as to which baggage check line is for prepaid travelers with boarding passes and which line is for those needing customer assistance, and no one to ask unless you collar someone with an airport badge that may or may not have the correct answer. Perhaps its a "conditioning" or "softening up" process popular with many bureaucracies, but it's a very lame approach to Customer Service, especially in a competitive market where one may choose the lesser of two evils and drive to San Juan rather than face the chaos in Aguadilla. I'm being sarcastic because a proactive management approach could have resolved these problems back on day one, yet there seems to be no impetus for such an approach. Why is that? I await your response with bated breath.
Mel Vargas (Aguadilla PR)
Mon, 16 May 2022, 2:24 pm
After Federal government lifted mask mandates, local authorities not only requires masks, but also restricts access to airport facilities to only those actually leaving the island.. So say your good byes in the car, no sharing a sandwich or helping with checking -in to the elderly or disabled. I was appalled by the attitude of the St. James Security supervisor.
P.Alvarez (Ft. Lauderdale, Florida)
Sun, 1 May 2022, 3:16 am
I don't know how to contact someone but I just boarded 5/1/2022 Spirit Airlines to Ft. Lauderdale and I left behind my child small baby rhino stuffed animal. Can someone check lost and found and please contact me please please please. I will pay for shipping to be sent over.
JR (Miami)
Sun, 26 Dec 2021, 3:27 pm
Please clean the mens bathroom. That is disgusting. And tickets are half priced because it is literally a tiny building that holds one plane at a time and you have to walk on the tarmac to get on the plane.
Chris Wood (Virginia)
Thu, 10 Jun 2021, 8:19 pm
I’m giving the airport 4 stars because most people are wonderful. We are frequent travelers to PR and love the warmth of the PR people

Today I had the misfortune of meeting the rudest PR I have ever met at BQN. Her name is Wanda Garcia. She is some type of security manager. Her badge number 5629.

Her attitude, childish behavior, and disrespectful tone almost ruined our latest wonderful trip to PR.

She got upset when some of our children went the wrong way in a queue and made them sit in “time out” in the hot sun until she decided it was ok for them to go inside. When I arrived, she had the audacity to tell me my kids were not respectful.

To make matters even worse, I asked her who she worked for and she proceeded to lie saying she worked for Homeland Security. One of the REAL Homeland Security took me aside and said she was lying.

I took 9 people to PR and spent many thousands of dollars. While we had a great time as always, Ms Garcia had at least two of the girls in tears as we left the beautiful island of PR.

I hope someone in authority reads this and counsels her on her behavior
MM (Middletown, CT)
Thu, 3 Jun 2021, 3:07 pm
For any questions regarding the airport entry process, travelers should contact the Health Department at 939-592-5115 or
Melisa (NJ and PR)
Sat, 20 Mar 2021, 10:44 am
Is this a Joke? There is absolutely no way to get ANY information on the reopening of this airport for domestic flights. I see the cargo flight landing schedule which is irrelevant to the people. The only phone# posted on this site is for the JetBlue kiosk and it goes unanswered. This is unacceptable in these times and the level of information technology and social media that is available today. Let's grt with it PR!!The people in the west coast of PR that cannot travel 3 hours to/from San Juan need this airport OPEN already.
Jorge Luis Flores Rodriguez (Born in Puerto Rico resident in New York City)
Mon, 8 Feb 2021, 5:41 pm
Like with many other services, the government of Puerto Rico reinforces its Banana Republic ethics of ineptitude, apathy towards those not living in the Metropolitan area, tourist industry, and businesses affected by the closed Rafael Hernandez Airport in Aguadilla. The disappointing performance of the new administration of Governor Pierluisi questions the levels of preparedness, dismissal of vital developmental initiatives, and low concern for accountability of his office, proving that the root of the problem is a common one of being a very small island plagued by ineffective overgrown politics. It's a pity that the campaign promised reforms and urgently needed changes are proven not to be priorities after all.
Sheryl Chapman Vrhel (Aguadilla, Puerto Rico (BQN - Aguadilla))
Mon, 25 Jan 2021, 4:50 pm
LRamos (Miami)
Wed, 13 Jan 2021, 1:22 am
De acuerdo a la información en el website de JetBlue, el aeropuerto tiene fecha tentativa de comenzar los vuelos comerciales en Abril 2021.Esperemos que sea antes pues esto afecta tanto a la economía de Aguadilla como a los pasajeros.
Lydia BV (NYC)
Wed, 13 Jan 2021, 12:16 am
What date will the airport reopen for commercial flights? The January 7th opening date did no happen!

It’s a shame that this webpage does not provide that information to travelers!!!
J Ace (San Diego CA)
Sun, 30 Aug 2020, 3:09 pm
I just wanted to know my Brith home land I heard is beautiful my father was in the service at the Air Force in the 30’s And served at war war 2 I was born at the Base I wish u could of see it my brith land before I pass on Sooo many memories
Martinez (New York)
Tue, 28 Jul 2020, 9:36 pm
We are in a pandemic. Why isn't this page updated to reflect the latest travel status, safety measures at the airport, etc.? When will the airport open even if it's an estimated date would be helpful as well. Very disappointing not to see the basic, necessary information on this site especially during such serious and uncertain times.
Heriberto Rodriguez Jr (Holyoke Ma)
Sun, 14 Jun 2020, 6:05 pm
I'm reading all these comments and I do agree with some. The lack of curtesy and professionalism at times, airport in somewhat disarray and in desperate need of an upgrade but I enjoy traveling from NYC to Aguadilla because of the nostalgia. It's so close to my home in Jobos and it reminds me of the early 80's and 90's when my dad use to bring me on vacation. when you were able to go up to the fence and watch the plane land and be able to see your family. when they had the souvenir shop out by the front entrance and the parking lot was accessible. These are time that will never return. As much as I want that airport to upgrade, I have to admit to the vast legacy of corruption that has riddled the Island. I travel at least twice a year to Puerto Rico via Aguadilla and I look forward to my trip this July.
Juan (New Jersey)
Tue, 2 Jun 2020, 11:39 pm
Feels like we are back on the early 90s when arriving. This airport is in horrible shape and its employees have the worst customer service. Sad that my PR has yet to move foward. SJU does stay to far behind with just a few more upgrades done. KEEP THIS AIRPORT CLOSED OR BETTER YET GET SOME AMERICAN INVESTORS
Mon, 23 Mar 2020, 5:11 pm
E jacobs
Mon, 16 Mar 2020, 3:18 pm
Do you have to arrive at the airport by 9pm for a late night flight now that the curfew is in effect?
Lisa Schwartz (California)
Wed, 11 Mar 2020, 3:03 pm
When trying to get to the gate on time to leave on the only flight to New Jersey at 1:20am. My friend and I were delayed at the security check due to several people ahead of us we finally get to the gate and was told plane door just closed. Her comment was what happens at the Tsa check point doesn’t concern us. And she said you called last call for the flight which she didn’t we were about 100 ft from the gate. They were rude and offered no assistance as to what or where we could go since the next flight out was is 24 hrs. There was no concern or compassion for our situation. At least direct us to the closet hotel. Fortunately a gentleman out side the airport told us of a Marriott 2 minutes away with a shuttle and another women helped me navigate the Spanish to get to English in the phone with Marriott. Knowing that two people check in for this flight and could be stuck at security never message security that our flight was finishing boarding. Incompetent and insensitive is what’s wrong with this world today. Give someone a uniform and they feel they have control.
Wed, 23 Oct 2019, 2:41 pm
Que medios de transportacion tienen durante las horas de vuelo tarde en la noche hacia otros pueblos cercanos? Hay agencias de rentar autos durante las horas de llegadas en vuelos durante la madrugada? O si existe algun otro medio de transportacion durante esas horas? Y ademas, el horario de este aeropuerto
Tue, 1 Oct 2019, 11:02 am
I have been calling for the past three hours to various phone numbers from the airport and nothing--- no voicemail, no no call back. Just an automated voice machine that tells me to record a voicemail. It's very frustrating. Please get personnel to answer phone calls.
er er
Thu, 15 Aug 2019, 11:20 am
What are the airport's office hours? Why doesn't ANYONE answer the telephone when I call with questions during normal day hours? I've called FOUR different airport numbers, yet NO ONE responds. Not even a voice-mail. Is this what customer service looks like from a supposedly international airport? C'mon. Get with the program. (I love it here on the west coast of the island... the best kept secret.) But such lousy airport service... service that is so important to the travel community.
Xavier Babilonia
Fri, 2 Aug 2019, 4:25 pm
Me detuvieron por un comentario y expresarme mi disgusto con el trato. Hicieron reportes por expresarme cuando copere simplemente no me calle y entiendo estoy libre a expresarme libremente.
Lydia Morrissey (Chicago Illinois)
Sat, 1 Jun 2019, 8:47 am
I agree with everything is written, ie, airport personnel should be onsite at all times & be available to answer phones; greatly enlarged & lit airport sign (plus additional signs along route 2, route 110, & the smaller streets leading to the airport; update the airport (has a cargo feel) & rival,San Juan, an airport on the west end of the island is needed. To do these improvements costs money, so charg the airlines more.
Wendy Silva (Orlando FL)
Mon, 25 Mar 2019, 10:09 pm
Dear airport management ,When are you planning to update this airport so that there are covered tunnels connecting the planes with the terminal? it is very sad and inconvenient to see the elderly & small children getting wet when it rains (which is often) and climbing the ramp to gain access to the plane. We also have to wait outside the terminal to check in our bags through customs, and I’m sure you are aware of the limited seating capacity in the waiting area, especially when there are 3-4 overlapping scheduled flights. Thank you for your continued efforts to maintain a high level of service.
Luis E. Catala (Yauco)
Wed, 29 Aug 2018, 9:37 am
Let me know about long term parking at Airport.
Miguel Corchado (Isabela, Puerto Rico)
Wed, 4 Oct 2017, 7:19 pm
Why don't they have day flights? All the flights are at night. If they would add more day flights a lot more people will use this airport.
Patric N Galvin (denver, colorado)
Wed, 4 Oct 2017, 2:12 pm
We want to send a plane to the airport to fly out some family members. are you Open for a landing and takeoff. Is there fuel to refuel? How much to land, fuel and takeoff?
Jose A Negron (Connecticut USA!!)
Mon, 25 Sep 2017, 10:27 pm
Este aeropuerto es mui bueno me encanta viajar por aguadilla los Amo a todos alla k Dino's los cuide siempre
Thu, 7 Sep 2017, 6:03 pm
Esta pagina es una porqueria. The website is junk. Update it or take it down.
Dinorah Arguinzoni (NJ)
Wed, 29 Mar 2017, 11:24 am
Cape Air flies from San Juan to Mayaguez.
Tue, 7 Mar 2017, 3:35 pm
Tue, 7 Mar 2017, 2:18 pm
Victor A. (NYC)
Sat, 14 Jan 2017, 4:33 pm
We prefer traveling via BQN to go to PR. The airport is a great engine of economic development for the region. However, I believe there are some areas of easy improvement that can make safety and travel more accommodating.

This year I had to pick up and drop off family several times and there were a couple things that I noticed.

1. The streets immidatly in front of the airport are quite dark. This makes crossing the street and parking more dangerous for pedestrians and travelers. If it is not for the bowling alley it will be completely dark. There must be some type of lighted pedestrian crossing and better lighting where people park.

2. The agriculture line stretches outside and the last time I was there it started to rain and people ended up getting wet. Not an ideal situation or last impression you want to give visitors. Perhaps part of the sidewalk can be covered to avoid this situation in the future.

I believe that these are easy fixes that can go a long way to providing a better experience to travelers and improve the number recurring visitors. Otherwise, people are going to get tired and go somewhere else.

I hope to hear back soon.
L. Velazquez (P.R.)
Wed, 5 Oct 2016, 2:17 am
I am currently awaiting to board Jetblue flight 1092 to Fll.Fl. I've had a really lousy day. You don' t want to know. The sirports machine inside terminal decide to keep the price of a bag of chips. Big steal nobody will asume the responsibility. Lousy way to make tourism.
ill asume the responsibility. Big rip offl
S. Green (new hampshire)
Sun, 4 Sep 2016, 2:19 pm
Puerto Rico is a rising star & I am working to move there at least half of the year.

My encouragement is to have great pride in the service all the way up to ensuring passengers understand in both español and english what flight is boarding. Many have commented that this is an issue and I confess I nearly missed my flight as well.

The hour time difference between mainland and PR at times causes great confusion as tickets state a time that is later than the flight actually leaves PR time. This added to not understanding español and no written flight boarding signs made me sit through an entire boarding. Fortunately I was chatting with some folks who suddenly realized it was their flight and when I asked which one - it was also mine! :D pfew! I made it!

But I was at Logan in Boston and their shuttle service caused me to miss a flight altogether - it was supposed to run every 20 minutes and did not come for an hour putting me short on time to board : |

Aguadilla is too humble, they do a GREAT job and I cannot wait to be there again! Going in 2 weeks!!!

Thank you very much to every Puerto Rican who makes the island the most wonderful place.
Javier Rivera perez (España)
Sun, 31 Jul 2016, 2:21 pm
Cuando van a poner que lleguen vuelos internacionales. Como en el de san juan. Para traer más turismo para el aérea oeste.
Sandra Munoz (Bangor, PA)
Fri, 20 Nov 2015, 5:07 pm
Customer service at the Jet Blue counter was outstanding. I missed my flight and was immediately accommodated for the next day. Thank you. FYI, to return a rented car you enter into the paid parking area,leave your ticket in the car, and take the keys inside with you(signs were only available for enterprise). Unfortunately there aren't many flights available and some car rental attendants find it appropriate to take breaks during peak hours and cars need proper cleaning (Thrifty- not professional). Otherwise, services from the attendants at Thrifty were great! They retrieved my lost cell phone and keys. Thank you,too.
Cristina Cortes (Tampa, Fl)
Tue, 2 Jun 2015, 4:24 pm
Why does nobody answer the phone? There should be a tourist center/concierge area near the flight arrival area, where tourists and visitors can get information about local hotels,events,restaurants,beaches, etc and they should pick up the phone!!!!!
Donald Stephens Jr. (Lawrence,Ks)
Thu, 30 Apr 2015, 5:24 pm
Need to keep restrooms working and more rest rooms. Better flight hours. but more money in airport.
Constanza (Colombia / US)
Tue, 7 Apr 2015, 9:55 pm
First time traveling to PR - not sure i'll ever use this airport - speakers for announcements are horrible! Having to wait for the USDA to check your bags so you can check in is nuts - specially because the USDA area was closed!
Constanza (Colombia / US)
Sat, 4 Apr 2015, 11:58 pm
First time traveling to PR - not sure i'll ever use this airport - speakers for announcements are horrible! Having to wait for the USDA to check your bags so you can check in is nuts - specially because the USDA area was closed!
June Cherubini (delaware)
Sun, 8 Mar 2015, 6:09 pm
The airport is in a great location, unfortunately the flight from Ewr to Bqn and from Bqn to Ewr is at terrible times. It is a little difficult when you have an arriving flight and a departing flight, there isn't many places for people to go, however over the years I have seen great improvement. Hoping one day to be able to get on earlier flight to and from.
Jason (Wisconsin USA)
Mon, 19 Jan 2015, 8:28 pm
The airport is rather dirty, floors are a mess and need cleaning.
Jose Mendoza (us)
Mon, 15 Dec 2014, 12:30 pm
Please do no flight spirit airline.
Cesar Reyes-Zamora (United States)
Sat, 4 Oct 2014, 12:00 pm
Es un buen aeropuerto aunque pequeño. El personal muy amable. Si algo se pierde en el aeropuerto ¿a dónde dirigirse?
M. Ruiz (Rincón)
Sun, 13 Jul 2014, 1:31 pm
My parents this morning @3am missed their flight, althought there we're there since midnight. Just because the intercome doesn't works??? They're 70 and 75 years old. It's unbelivable!!!! And it was their first time traveling from Aguadilla, need to have some consideration!!! They we're not happy campers this morning!!
Alfred Saccomanno (New jersey)
Sun, 15 Jun 2014, 9:00 am
Why are there no direct flights from PHL or ACY at a reasonable hour. Only flights from newark nj at crazy bad hours both to and from BQN.
gloria ferrer (Aguadilla Puerto Rico, raised in the United states)
Mon, 7 Oct 2013, 9:20 pm
Had a wonderful experience at my home town, had not traveled in 6 years,all personal were professionals at this airport, thinking of going back in November. I love my Aguadilla home of my birth. Staff were available for questions or concerns,Airport very clean!!
Antonio Santiago (Aguadilla)
Sat, 7 Sep 2013, 8:57 am
Aguadilla's public needs service by Delta to Atlanta or JFK, and by a local airline or Cape Air to San Juan.

Some may also enjoy a BQN-VQS connection on Vieques Air Link but I see that a bit farther.
Bobby (Boca Raton, Florida)
Sat, 13 Jul 2013, 1:01 am
Love the airport! awesome workers but it really need's to be enlarged to many passengers and not alot of space, Also United has been flying in Aguadilla for over 10 years and you guys haven't updated your Airline list.
Mike S. (Laredo, Tx)
Sun, 26 May 2013, 2:45 pm
Is there a local airline that flies frpm Sam Juan? Don't want to take a hired car.
Victor M. Rodriguez (Aguadilla)
Thu, 18 Apr 2013, 1:42 am
United/Continental has been flying to BQN for more than 10 years. How come is not on this page
D. Tinsman (new jersey)
Wed, 14 Jul 2010, 3:57 pm
. just returned to newark using new continental schedule. horrible experience! agricultue inspection not open til 12:00 a.m. stood outside in rain 1/2 hr. people arriving and departing same time, can't get in or out of airport. waited another 1'2 hr for security to open departed at 2:00 am . not a good promotion for porta del sol tourism
D. Bernhardt (Milwaukee, Wi)
Fri, 12 Mar 2010, 4:15 pm
All the employees we came in contact with were very courteous. That airport definitely needs to be enlarged to handle all the passengers that use it. There's not nearly enough seating in the waiting areas.
R Mendez (Disney)
Tue, 5 Jan 2010, 11:09 pm
Where's the contact info: Phone numbers?
What's the use, you probably won't publish this anyway, but here it goes.

Your excuse is that your busy, and all you have to show is an area code on your phone numbers. This website probably hasn't been updated in a long time.
Janet Medina-Maestre (I live in Oviedo Florida)
Fri, 1 Jan 2010, 11:50 pm
How do I find out what car rental companies service this airport? I need one that is open for a flight arriving at 2AM.
Ramon Villanueva (Fort Myers, Florida)
Wed, 30 Sep 2009, 11:26 am
Smooth, professional, wonderful atmosphere; everyone helpful, no rude service, true customer service. Que Lindo!
C. Faria (Santurce P.R.)
Mon, 27 Oct 2008, 8:26 am
It is the nices airport in the Caribe, I love flying from here.

Have you used Rafael Hernández Airport? Love it? Hate it? We welcome your reviews, questions, or comments about the airport. Your feedback, if suitable, will be published on this page for the benefit of other users.