Sofia Airport: 300 Passengers Stranded, Emergency Meeting Held

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SOFIA, June 21, 2025

Airport chaos
Passengers trapped, hygiene questioned after “Best Airport” award.

stranded passengers and hygiene concerns plague Sofia Airport.

• 300 passengers were locked in an airport sleeve for almost an hour.
• Deputy PM Grozdan Karadjov calls urgent meeting to address the situation.
• Sofia Airport recently received the “Best Airport in Europe” award.
• Passengers complain about hygiene and service issues.
• The state wants concession fees to start in 2026, not 2031.

The recent incident at Sofia Airport, where passengers were temporarily stranded, raises concerns about airport operations, and the primary keyword, airport, highlights the need for better management.

Stranded at Midnight

Imagine stepping off a long flight, only to be trapped in a narrow corridor, unsure of where to go or what to do. That’s precisely what happened Friday night when approximately 300 passengers arriving from London on a Bulgaria Air flight found themselves locked in an airport sleeve at Sofia Airport. The flight landed at 10:50 p.m.,and the ensuing chaos left many passengers frustrated and bewildered.

Former Health Minister Asena Serbezova, who was on the flight, described the scene on her Facebook page: “The plane was attached to a sleeve, after wich the passengers were left alone. We went in the only direction that was possible to find that the doors were closed. After we set for 15 minutes in a corridor, we started to go back and look for a police off. Shocked.Then an employee came to the airport. turned out to have no “keys”, whatever that means“.

Reader question:-Have you ever been stranded or delayed at an airport? What was your experience like, and what do you think airports could do to improve passenger dialog during such incidents? Share your thoughts in the comments.

Serbezova also noted that after 40 minutes, a passenger called 112 but was disconnected. She then called the emergency number herself. “I said I know it sounds like a joke that 300 peopel have been left at 45 minutes at the airport and can’t go out but it’s not a jokeS And it is not appropriate to close the phone that way,” she wrote. The operator suggested sending the fire department, to which Serbezova responded, “What a fire department, can’t anyone at the airport do their job“.

The former health minister highlighted the presence of over 30 children, including babies, among the stranded passengers. She also pointed out the high cost of parking at the airport. After 55 minutes of confusion, an employee with a “card” finally arrived to open the doors.

Deputy PM Calls Urgent Meeting

In response to this “drastic case,” Deputy Prime Minister Grozdan Karadjov is convening an urgent meeting on Sunday at 10 a.m. with key figures, including directors from the Civil Aviation Administration, the concessionaire “Sof Kanect,” and heads of Border Police and Customs units. Representatives from ground operators at the airport will also be present.

Karadjov announced the meeting on his Facebook page, stating his intention to address the situation and seek solutions to prevent future occurrences. He is urging each unit to present proposals for improving the organization of passenger acceptance and verification from “third countries.”

Pro tip:-When traveling internationally, keep a digital copy of your passport and other critically important documents on your phone or in a secure cloud storage. This can be helpful in case of loss or theft, and can expedite assistance from airport staff or authorities.

Did you know? Sofia airport recently received the ACI europe Award for “Best Airport in Europe” in the 5 to 10 million passengers category. This award recognizes the airport’s change and sustainable development plans.

Ground Operators Point Fingers

The ground operator “Usitport,” allegedly responsible for the incident, has yet to explain the passenger detention. Meanwhile,the concessionaire,Sofa Konekt Airport,issued a statement placing the blame squarely on the ground operators,”Golder Hendling” AD and “Swimport Bulgaria” AD.The airport operator stated these companies are responsible for passenger service, from check-in to baggage handling, and transport to the aircraft.

The airport operator claims they sent a document to the Directorate General for Civil Aviation Administration (DG CAA) in February, requesting ground operators comply with passenger service standards, but received no response. They emphasize that the Ministry of Transport selects the ground operators, and their contracts are with airlines, not Softekt. The DG CAA is the only entity that can influence service quality improvements.

Sof Kanect welcomes the upcoming meeting with Grozdan Karadjov, expressing hope for a collaborative solution to improve passenger service.

Hygiene and Service Complaints

What are some of the issues passengers face at Bulgarian airports? Despite the recent “Best airport in Europe” award, passengers have voiced concerns about hygiene and service quality at Sofia Airport. These complaints surfaced on social media, highlighting a disconnect between accolades and passenger experience.

Recently, four ground operators at Sofia, Varna, and Burgas airports received fines of BGN 500 each for poor hygiene and passenger service. The operators include “Sof Konekt” AD, “Swimport Bulgaria” AD, “Golder Hendling Bulgaria” Ltd., and “Fraport Twin Star Airport Management” AD.

In late April, Ivan bench shared his observations about Terminal 2 on Facebook, noting non-functional self-service kiosks in the duty-free zone, malfunctioning flight facts displays, and a broken drinking fountain. He also described the inconvenience of requesting transparent envelopes for liquids at the scanners, a standard practice in many European airports.

The airport recently opened a 155 sq.m smoking area near B1-B4 outputs. Following feedback, the concessionaire “Sof Kanect” stated, “The airport hears your voice. Thank you for your feedback-it helps us develop and make your trips even more enjoyable.”

Concession Fee Debate

Last week, Transport Minister Grozdan Karadjov announced that the state wants Softekt, the concessionaire at Sofia Airport, to begin paying concession fees in 2026 instead of 2031, a postponement granted due to the pandemic. This announcement was made during a parliamentary discussion on amendments to the Civil Aviation Act on June 12.

Karadjov stated that the government inherited a contract that deferred concession fee payments by 10 years as of the COVID-19 pandemic. This decision was made in April 2021 by the previous government. In 2024, it became clear that “Sof Kanect” owes over EUR 79 million (over BGN 154.8 million) in concession fees for the first three years of the 35-year concession, to be paid in two installments between 2046 and 2048.

“Already at my first meeting with the concessionaire, I raised the question that this is the last year in which such a fee will not be paid,” said karadjov. The state budget reflects the expectation that “Sof Konekt” will resume payments in 2026.

The Deputy Prime Minister clarified that from 2026, the concessionaire would pay a minimum of EUR 24.5 million or 32% of the total concession revenue, whichever is greater, as outlined in the 2020 concession agreement.However, it remains unclear whether an agreement has been reached with the concessionaire to resume these payments.

Karadjov noted that the concessionaire is “making his accounts” due to a required investment of over €240 million in a new terminal.As of February 2025, Softekt had invested EUR 58 million of the promised €624 million.

The ground operator “Usitport,” allegedly responsible for the incident, has yet to explain the passenger detention. Meanwhile, the concessionaire, Softekt Airport, issued a statement placing the blame squarely on the ground operators, “Golder Hendling” AD and “Swimport Bulgaria” AD. The airport operator stated these companies are responsible for passenger service, from check-in to baggage handling, and transport to the aircraft.

The airport operator claims they sent a document to the Directorate General for Civil Aviation Governance (DG CAA) in February,requesting ground operators comply with passenger service standards,but received no response. They emphasize that the Ministry of Transport selects the ground operators, and their contracts are with airlines, not Softekt. The DG CAA is the only entity that can influence service quality improvements.

Beyond the Sleeve: Addressing Airport Operational Challenges

Passenger frustration at Sofia Airport extends beyond the recent sleeve incident. Concerns about hygiene, service, and dialog reveal deeper operational issues.Addressing these problems requires a multifaceted approach. This includes improved training for ground staff, better communication protocols during delays, and enhanced facilities maintenance.

The incident underscores the need for clear emergency procedures. These procedures should address how to handle situations like the one on the Bulgaria Air flight.this means having staff available, having the ability to quickly open doors, and ensuring passengers have access to facts and assistance.

Improving operational efficiency is paramount. Airports need to optimize processes, from baggage handling to passenger flow. This will help reduce wait times and the chances of similar incidents. investing in updated technology, such as better flight information displays, can also improve passenger experience.

Expert Insight:– “The key to resolving airport issues lies in collaborative effort. The airport, ground operators, and aviation authorities must work together to create solutions. Only then can we enhance the passenger experience and avoid such situations in the future,” says aviation expert Dr. Elena Petrova

Practical Steps for Improving the Passenger Experience

To enhance the passenger experience, airports can implement several practical steps:

• Streamline Communication: Implement a clear and consistent communication system. Passengers should receive timely updates about potential delays or disruptions.
• Invest in Staff Training: Provide personnel with thorough training in customer service and emergency response. Ensure staff are equipped to handle unexpected situations.
• Enhance Hygiene Protocols: Regularly clean and sanitize facilities. Maintain restrooms, seating areas, and other touchpoints to maintain high hygiene standards.
• Improve Accessibility: Ensure that all areas of the airport are accessible to passengers with disabilities.This includes clear signage,ramps,and accessible restrooms.
• Gather Passenger Feedback: Implement feedback mechanisms, such as surveys or comment forms. Use the received input to identify areas for improvement.

Digging Deeper: Root Causes and Long-Term Solutions

Looking beyond this specific incident, deeper systemic issues are at play. One involves the relationship between the airport concessionaire, ground operators, and regulatory bodies. The lines of responsibility might potentially be unclear. This complexity can hinder effective communication and swift problem-solving, especially when faced with urgent problems such as the one on Friday night.

The key is to create a more collaborative surroundings. Airports, ground handlers, and regulatory bodies must work closer together. This can lead to better coordination and a shared vision for passenger service.

how can passengers protect themselves in the event of delays or emergencies? Travelers should stay alert and follow airport announcements. it’s also wise to know your rights as a passenger.having a copy of your travel documents is a necessity.

Important note:– When facing an extended delay, contact your airline immediately. Stay informed of your rights. Document everything.

FAQs: Addressing Common Concerns

Here are a few frequently asked questions from the public:

What should I do if I’m stuck in an airport due to a delay?

First, stay calm and attempt to make contact with airline representatives or airport staff. Keep all necessary documentation. Get updates on the delay’s status, and find out about your rights.

Who is responsible for passenger service in an airport?

Passenger service responsibilities are split amongst the airport operator,the ground handling services,and the airlines. coordination, information, and communication across these different entities are essential.

Can I get compensation for a delay at an airport?

Compensation depends on the length of the delay. This is based on what the terms and conditions of the airline and local policies state. Keep your travel documents and records of the delay so you can follow up on your claim.

What are the most common complaints about Sofia Airport?

Passengers have voiced concerns about hygiene, service quality, and communication during both delays and normal operations.