Princess Juliana Airport - Get Your Act Together

We just returned last night from a very enjoyable trip to St. Maarten. I am looking forward to writing my Trip Report as I think about our wonderful days on our favorite island but I am so angry right now I just had to get this off my chest.

Thank goodness for the kindness of fellow TTOLers warning everyone that the security and passport control areas of the Airport have been a “zoo” over the last two weeks or so, however that’s not saying much because it’s NEVER been that good of an experience. Once again, the lineups to get through these areas and to our waiting planes turned into a mass of angry, upset travelers. With the big Air France jumbo jet set to depart along with other planes bound for the U.S. and Canada, the security and passport areas were insane with hundreds and hundreds of people trying to get to their gates. And WHY do you have to go through TWO passport checkpoint areas? I think one used to be a check to see if you had paid your departure tax but that’s becoming a moot point because most airlines include it in their fares. And WHY are the staff all so incredibly rude? We just traveled to Jamaica and St. Lucia to celebrate several friend’s milestone birthdays and we never encountered the overall rudeness on those islands that we have experienced in St. Maarten. At Princess Juliana they have moved from professionalism to outright rudeness. No eye contact, no talking, a swish of the hand in your face to move on. No management skills to get the crowd moving along behind Passport Control Check TWO when the lineup for security bottled up. People were snarking at each other, pushing their way through the snaking lines yelling that they had a plane to catch. Well - we ALL did and in fact, everyone’s planes, including the jumbo Air France were all leaving at the same time. By the time we got to security, worried, beaten down and upset, the security staff kept up the “Princess Juliana Airport Attitude” and were almost yelling at us as we tried to get all our belongings up on the belt to go through X-Ray. They had shut down the metal detectors forcing everyone to go through the machine. When I exited, the woman security guard didn’t say anything to me, just walked up, threw her arms up in the air menacing me to do the same, then GRABBED my chest. No, “We have to do a pat down warning”. NOTHING. Then she pointed to my luggage and said “Go”. I turned to my husband who was also visibly upset because he had forgotten to remove his very expensive sunglasses from around his neck before X-Ray. (Gee- standing in line-ups for close to two hours sorta makes your mind go numb and you forget things).He told me later that the security person had yelled at him, grabbed them from his hand and stuffed them into a bag and then whipped it towards the X-Ray machine. They weren’t damaged or bent thank goodness but once again the famous “Princess Juliana Airport Attitude” was on full display. We barely had time to grab a bottle of water before our plane boarded but that’s okay…at least we made it.

Here’s the bottom line:

The check-in staff at the airline counters (all manned by employees from St. Maarten) are extremely inept at their jobs. I have been coming to St. Maarten for over 20 years and have yet to find an efficient agent. They need training from the airlines they represent because they are incredibly slow. The nightmare at Princess Juliana Airport begins with them because they don’t know how to do their jobs in a timely manner.

Get rid of one of the Passport /Departure checks. And PLEASE man them with people who will at least acknowledge you. Do you really want our last impression of beautiful St. Maarten to be one of rudeness, with a “Get off our island - now” attitude?

On the weekends get ALL your security lines going. I think they only had one lane open Sunday afternoon before FINALLY opening another because the line inched along at a snail’s pace and then seemed to pick up.

Why aren’t the airlines, which probably pay a lot of money for these services to get their passengers to the gate, SCREAMING at Airport Management to get their act together? Our plane was late and so was the big Air France. In fact, nothing seems to take off on time from Princess Juliana Airport anymore.

This situation did not develop due to lots of planes departing at the same time. Other Airports cope in an efficient, professional manner. So should St. Maarten and the Management of Princess Juliana Airport. If this is a work slow-down by staff then get it fixed. NOW. And PLEASE ask them to be kind to the travelers that pass by their window who have spent a lot of money on their island. Our tourism dollars pay their wages. Remember that.

We started our airport adventure three hours before our plane was to take off. Thank you TTOL for the heads-up about the recent situation or else we likely wouldn’t have made our flight.

Has anyone else been hopping mad leaving Princess Juliana Airport in the last few years – or is it just me?
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We had a noon12pm flight got to airport 8:50 because JB window doesn't open until 9 am. Window finally opened at 9:17 and we cleared all lines and at out gat by 9:30 am. Sure we had a long wait but at least we were sitting eating, reading etc not uptight hoping to get to the plane on time.

We usually take this flight and have never had a problem more than the JB window not opening on time.

Totally agree. We left Saturday afternoon...and the airport was totally out of control. FIRST....we had to wait about a half hour just to turn in our bags. We had our boarding passes before we got to the airport. Then.....the downstairs lines to go through the first passport check were another 30 minutes or so. Then the escalator ride up the stairs to find...yep....another ridiculous passport check...basically the same as the one downstairs. another twenty minutes or so of being weaved through the lines. THIS IS NOT DISNEY WORLD...and then finally....the exray experience with another ten minute wait. THEN the fun starts...trying to find a seat before the flight. THEY NEED MORE SEATING IN THE GATE AREAS...and i think the Air conditioning was broke...cause it was hot as hell waiting. Then....why build an airport with jetways...since so few get to use em anyways...the zoo line to get down the stairs to the busses were another twenty minute wait.....and then herded into a bus that they refused to send to the plane till it was probably double the occupancy it should be. and then the walkup to the plane...which is not the easiest flight of stairs. Aftter experiencing the Princess Juliana experience this time, i have to say it makes Miami airport look like the Taj Mahal. We have been going now for around 25 years...and every year it seems to be getting worse and worse. Just when you think it cant get any worse...they find ways to make it not so.

I have never had an issue. But maybe instead of just venting here. Send a constructive email to them, at their contact info on their website. And also comment in a constructive manner on their Facebook page, Twitter, Instagram, etc. all the info is on the website. PJIA. If everyone that has an issue contacts them, maybe they will get it

Teresa and Ed,

I hear and feel your frustration, and who wouldn't be frustrated, having been put through the ringers as you were!

I truly hope you both - along with many others who experienced the same thing - have sent copies of your letters to your air carriers, the airport management and the Department of Tourism regarding your feelings towards the treatment you received. And it might not hurt to bombard the local newspapers 'Letters to the Editors' columns.

We will be there soon and already I'm not looking forward to leaving and all the pitfalls they seem to have created. In honesty, our December trip coming home wasn't too bad but the one before that was terrible and once again, all because of poor handling and treatment by the people at PJIA.

If people don't complain, nothing will ever improve so a well written letter might just start the ball rolling. But in the meantime, thanks for the heads-up - I knew it wasn't good but I really didn't know how bad it sounds like it is.

"The check-in staff at the airline counters (all manned by employees from St. Maarten) are extremely inept at their jobs. I have been coming to St. Maarten for over 20 years and have yet to find an efficient agent. They need training from the airlines they represent because they are incredibly slow. The nightmare at Princess Juliana Airport begins with them because they don’t know how to do their jobs in a timely manner."

Not to discount the issues you encountered but I have often found helpful and efficient people working the counters. Not all of them are but when we needed help with a friend leaving unexpectedly due to a death in his family it, was handled very well.

Not ALL of the employees are "from" St. Maarten. they might live on the island but that does not mean they are native to the island.

I personally know two local people who work for one of the different ground services agencies and one has over 20 years experience in the travel field. The other local person was sent to NJ for some type of training with Continental Airlines prior to being hired to work the counter in SXM. She has now been promoted, although I do not know her current job description.

I can not address the passport checks and the security issues but it does sound like there needs to be some changes made there.

It is our choice as to where we travel and there are places I would never return based on a bad experience. It is not fair to paint EVERY employee with the same broad brush. I am not saying every employee gets the proper training but I know for a fact some DO get some training and some are very friendly and efficient and able to do their jobs.

The problem is there is no leadership at the airport right now. The Managing Director of PJIA was ousted back in November due to Prime Minister not giving her a certificate of no objection because she did not pass her background check. There have been stories here and here. There are rumors that former Minister of TEATT, Ted Richardson, could become the next Managing Director. But I'm not aware of anyone being officially given the job yet.

I have to agree with you RC. We have have some great check-in airline personnel being very helpful when we needed assistance with our ticketing and having to get rebooked. Always friendly and helpful. On the other hand some, not all, of the security people can be quite rude. That's what needs to be fixed.

Hope you send your comments to the Daily Herald and the appropriate government departments.

I agree. Send it as a letter to the Daily Herald.

We personally have not had a bad experience at PJIA for a while, but we do try to avoid the weekends, if at all possible. There have been numerous reports here in recent months of the airport being a zoo, so I am sure that Teresa's plight is not unusual in recent times.

For what it's worth, Carol, the last really negative experience we had was on a Monday, if you can believe it, and it started with the JB check-in/counter personnel and then it really went down hill. We're coming home on a Wednesday this year since our last Tursday departure wasn't too much better, and yet, surprisingly, we came home in December on a Saturday and it was smooth sailing all the way. Go figger....... <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" /> <img src="http://www.traveltalkonline.com/forums/images/graemlins/handshake.gif" alt="" />

We arrived yesterday at PJIA at 11:30, and were at the gate at 12:05. Checking bags took longer than security and passport control.
It's a small airport, and the crowds associated with jumbo jet flights are a challenge to capacity, for sure. Seems like departure planning could be improved, definitely for the airlines and probably passengers too.

So sorry to hear how your trip ended but THANK YOU for posting here so we are informed! I will be traveling in a few weeks and it will be good to know what to expect. (I had heard somewhere that there is a "slow down" at the airport as a form of strike? Not sure exactly where I heard is as I am on several message boards for both Anguilla and for St Maarten) In past trips the process has been rather smooth. Hoping this problem will clear up soon!!

Been going to SXM every year in high season for a very long time (30+yrs.). The departure flight(s) have always been the most negative part of our vacation.
We have met some competent and helpful people at Princess Juliana Airport but they are outnumbered by those with the attitude you describe that is tolerated by a horrible exit system.
Travelling on less traffic days is not an option to most timeshare folks.

The airlines don't pay for TSA or other security screening. You do as a passenger as these fees are added onto the ticket price. Probably the only time the airlines would be wanting to complain is when all this security starts making planes late leaving.
SXM??? Wendell