Brussels Airlines

✅ Trip Verified | Brussels Airlines lacks transparency: the flight was more than 3 hours late, however no communication via email or SMS message was sent. Brussels Airlines treats people like cattle: all people boarding a Brussels airlines flight in Lomé are pre-checked in and directed towards a crowded room, hours in advance, without access to restrooms and refreshments. To get out of this room, one has to pass again the whole security process, taking off the cloths and passing through line ups and a humiliating procedure. In addition, there is no more boarding by groups, instead everybody boards the plane together as a crowd. Brussels Airlines lacks the most basic hygiene on board: the plane was dirty beyond anything I have seen before, garbage and bread crumbles on the floor everywhere, pee on the seats (picture attached) and the table dirty and sticky. When my wife asked for a disinfectant wipe, the crew lady didn’t even answer her. It took 15 minutes and asking twice to get almost throwed one at her, with an aggressive attitude. Brussels Airlines flight attendants are lacking the most basic professionalism and customer service skills, are abusive, random, bully and discriminatory towards the passengers: a culture of impunity seems to dominate Brussels Airlines crews, proved by the lack of any surveys after flights and by the difficulty of finding how to send a formal complaint. In addition, they refuse to show their badge with their name or give you any indicator that may identify them to the airline management. During this flight, I was seated in Economy Premium section, which was three mostly empty. As a result, multiple passengers from the economy section came to seat there and the crew just closed their eyes to this self-reclassification. Since my wife was sick, after diner she came to sit with me for a couple of hours, until I was awakened by two female flight attendants, one dressed in black and the other one in red, yelling at my wife to return to her seat. The comments and the tone of the voice were completely hysterical. I tried to explain that she is sick, and she is just siting there such as multiple other people around without a premium economy ticket did. I asked them to identify themselves and if a doctor was on board. They continued yelling and ignored my requests. She showed them her skin rash on her hands, probably prompted by the lack of hygiene on board. The two lady flight attendants became more aggressive, threatening her that they would bring her back to her seat by force. I asked how about the other people around that had also economy tickets and are seating in the premium section and I got a “none of your business” answer. Again, unlike the other 4 persons in the same situation as her, she just sat 3 hours in economy premium out of the 9 of the whole flight and did not enjoy food or any other privilege of premium economy. She just wanted to be comforted by me while being sick. What impacted me the most was the outrageous behavior of the two female flight attendants, the hate and discrimination they displayed towards my wife (the other 4 persons that sneaked in from the economy class were white male passengers), as well as the self-assurance that nothing can happen to them, no disciplinary action can be taken against them, whatever they do or say on board of the aircraft. Finally, ironically, just 10 minutes later, on the seat vacated by my wife came to seat another passenger from the economy class and he was allowed.

✅ Trip Verified | The European business class by Brussels was already an extremely weak and low classed product, however as from 1st April 2024 the obviously otherwordly management did add a new caper. Passengers in business class wanting a second drink have to pay for it - the meals are usually inedible and prior to 1st April you were able to chose something from the list where passengers in the economy have to pay for (sandwiches cookies) So when flying to Barcelona (fare something around 361 €), once again the meal was some Buckwheat with 4 pieces of chicken - no fruit, cheese or sweet added - yes 2 chocolates - I was not so hungry and certainly not in the mood to eat that inferior meal, I requested for some cookies and promptly a bill of 4 € - lucky I did not open the packet yet - I gave it back when paying a business class fare I simply refuse to pay for anything on board! Had a decent small sandwich in Barcelona! I must describe Brussels Airlines as the most scandalous airline in business in Western Europe and it is really the only place where I am feeling ashamed to be a Belgian. Instead of painting their very old planes with hard seats in very fancy colours (Red Devils, Brueghel) the company better should offer a decent business class with an upmarket Belgian meal - 2 chocolates is not enough. Senior management should be very ashamed with its very low classed product in a country with a reputation for great food.

✅ Trip Verified | The fare is unbeatable, and staff were very nice. I had a delicious kosher meal and Pita Falafel. Drinks were offered generously. I arrived refreshed and am happy about my choice. If I need to bring up negatives that will only be bus shuttle to a field position at origin airport, and for some strange reason their coffee is very acidic.

✅ Trip Verified | For me, this is by far the worst airline in Europe. How they treat property of their passengers and the passengers itself is without words. I was flying with Brussels from Brussels to Munich. The flight was delayed by multiple hours and the ground personnel was extremely unfriendly. In addition, they lost my luggage and did not want to pay a compensation. This is already bad, but how Brussels was handling my case afterwards was just disturbing and unbelievable. The customer service of Brussels Airlines was not only unhelpful but also extremely rude. The experience with them has been deeply disturbing, not just because of the financial loss (which is significant) but especially because I know after this experience that Brussels Airlines is not an airline you should trust to treat you with fairness. Their unwillingness to provide reasonable solutions or exhibit a basic level of customer service decency is alarming. I urge anyone considering flying with Brussels to think twice. The only good thing with this airline is that after experiencing them, you appreciate other airlines.

✅ Trip Verified | Good service overall. Professional cabin crew. However, very bad SN lounge in Brussels: the food is really bad and the staff are unpleasant. New seats on A320neo are also not comfortable at all.

Not Verified | They charged me huge flight change costs, failed to call me back 8 times (after promising to do so) and then made me buy a whole new ticket for my return flight. Turned out to be the most expensive flight/mile I've ever taken.

Not Verified | Awful ground staff! I am extremely disappointed with this company and will never travel with them again! I have been traveling with Brussels Airlines for quite some time. My flight was scheduled for 7:10am, boarding starting at 6:20 am. Having checked in online the day before my trip, I arrived at the baggage drop at 6:10 am. There was a lady before me, so the agent checked her in and labeled her luggage. My turn came, he took my passport to check, then told me to drop my luggage to be labeled. Everything was fine until he told me to wait as he was going to talk to his manager as my luggage wouldn’t make it to the plane because I was late, I could not board the plane and I would have to rebook, I was astonished. I did not understand what was happening! The plane was still boarding. I still had 50 minutes left. Passengers were still coming. They had the same problems as me! The agent refused to take our bags claiming that we were late while we weren’t. There was still enough time! Boarding wasn’t close as it had just started! He then took us to his manager, who did not want to hear anything! She completely refused to help. She told us to go straight talk to the people in charge of bookings! Once there, they told us we had to pay extra for rebooking while we did not miss the flight at all. I had to pay extra £173 for the next flight which was scheduled at 5:50pm then stay overnight in Brussels as my connection was at 12:10pm the next day! They just refused to take our bags while we had already checked in! Then that makes us pay extra money. On top of that, which makes us spending 24 hours for a 9 hours flight! Some people had to wait two more days as there wasn’t any connection availability for them. Staff are very rude and are not understanding at all! It’s ridiculous and very frustrating!

✅ Trip Verified | Terrible flight and customer service from this airline. Lost baggage, poor customer service and communication when there were flight delays (for departure and then connecting flight) . The flight was expensive given the experience I had. I would not fly with this airline ever again.

✅ Trip Verified | Excellent flight. Easy check in. Left on time and arrived early. Very good cabin crew and service. Purchased food and beverage and was satisfied with quality and cost. Clear information from the flight deck. Comfortable enough seats for short flight. Baggage arrived quickly. Overall very satisfied and would fly with them again.

✅ Trip Verified | I did not get my luggage after arriving. That was late, near 23 o'clock. We had to wait to our luggage ca 1,5 hour. I missed my connecting train as well. It was necessary to book a hotel room. Next day I missed my working pass.