Dr
Absolutely appalling experience at Modlin Airport. I travelled with a small bottle of water and a tiny bottle of yoghurt — both well within any reasonable security limit, and neither concealed or problematic. Without any warning, without asking me to dispose of them myself, and without giving me the opportunity to simply drink them at the checkpoint, a staff member took both and threw them straight into the bin. No communication. No courtesy. Just disposal.
When I asked to speak with the duty manager to raise a formal complaint, I was completely ignored. Staff refused to acknowledge my request and carried on as if I wasn’t there. I then asked for the name or ID number of the employee who disposed of my items so I could escalate the matter to the airport administration. Again, refusal. I was told this information would not be provided.
When I pushed further and asked what the correct procedure is for making a complaint at this airport, one staff member actually said to me: “This airport is totally different than any other airport you visited before. We just apply our way and there is no chance to complain.”
No chance to complain. Let that sink in. That is not just poor service — it is a deliberate refusal to be accountable. It suggests a complete absence of proper procedures, staff training, or basic customer care. It also reflects very poorly on Poland’s reputation for hospitality and professionalism.
I strongly urge the Polish government and the Civil Aviation Authority to conduct a full review of operations and complaint handling at Modlin Airport. This kind of behaviour is unacceptable, damaging to tourism, and cannot be allowed to continue unchecked.
When I asked to speak with the duty manager to raise a formal complaint, I was completely ignored. Staff refused to acknowledge my request and carried on as if I wasn’t there. I then asked for the name or ID number of the employee who disposed of my items so I could escalate the matter to the airport administration. Again, refusal. I was told this information would not be provided.
When I pushed further and asked what the correct procedure is for making a complaint at this airport, one staff member actually said to me: “This airport is totally different than any other airport you visited before. We just apply our way and there is no chance to complain.”
No chance to complain. Let that sink in. That is not just poor service — it is a deliberate refusal to be accountable. It suggests a complete absence of proper procedures, staff training, or basic customer care. It also reflects very poorly on Poland’s reputation for hospitality and professionalism.
I strongly urge the Polish government and the Civil Aviation Authority to conduct a full review of operations and complaint handling at Modlin Airport. This kind of behaviour is unacceptable, damaging to tourism, and cannot be allowed to continue unchecked.