✅ Trip Verified
| I had a Brussels Airlines ticket Lisbon to Edinburgh via Brussels, and Brusselsto Ljubljana. First flight from Lisbon to Brussels was nice, cabin attendants did really nice job. Second leg delayed, however still fine. The problem with Brussels airlines is their customer service. When I did my check in from Edinburgh to Brussels and Ljubljana despite there was an original departing time in the system, the generated boarding pass from Edinburgh to Brussels was with new later departing time meaning missing my connection flight to Ljubljana. You have to be extremely careful since the only information about the change in departing time was only in the boarding pass. First I called Brussels airlines phone number at Edinburgh Airport. They confirmed new departure time, however not being able to help since they are only an agent and not really Brussels airlines office. After that I spend several hours on the phone and have never ever before experienced such attitude form any representative form any airline. The first phone was to Brussels Airlines in Brussels. Male representative was the rudest possible, stating that I'm obviously lying about the situation, was not willing to help and after several attempts to explain the situation offered me an alternative, flying from Edinburgh to London, then Helsinki and form Helsinki to Ljubljana. He made a clear statement that this is the only possible alternative. Quite strange, since there was possible to get new tickets, much better ones, most of them even with Star alliance members. I refused. Called later Brussels airlines in London. The lady who spoke hardly understandable English confirmed the new departure time, however claimed that the flight from Brussels to Ljubljana, operated by Adria Airways, will also be delayed and that in such cases they are not obliged to rebook me to a different flight. Called Adria Airways in Ljubljana and they were surprised by the information about their flight being delayed. And in fact, it wasn't. She was the second representative of Brussels airlines who obviously lied about the situation. At 1 am in the morning the same day that I had a flight I called London Brussels Airlines again and finally got a lady on the phone willing to help. She changed my flight, even asked about the preferences, so at the end I was able to fly a bit earlier from Edinburgh to Ljubljana via Zurich. I've never experienced such appalling customer service with airline representatives obviously lying just to do noting regarding their responsibilities. Truly frustrating. Will definitely avoid Brussels Airlines in the future.