Brussels Airlines

✅ Trip Verified | I regularly fly with Brussels Airlines from Birmingham to Brussels to visit family and recently their customer care has gone from bad to worse. Both flights I've taken this year have been cancelled at short notice with little or no communication. Staff have no clue, are often rude and don't seem to communicate with each other at all, it always seems to be another department's problem. They make raising a complaint as difficult as they can and very little is offered in terms of apology. Will take take flights from a different airport in future so I don't have to use Brussels Airlines anymore.

✅ Trip Verified | Abidjan to Brussels via Ouagadougou. I do not personally think that SABENA really deserved the motto “Such A Bad Experience Never Again”, but Brussels Airlines certainly do. You are warned. Never take this company. Particularly, if they foresee a technical issue. For the simple reason that they do not permanently have maintenance facilities and, even, a simple technician at the place of the technical issue. Therefore, if anything happens there and they cannot find by any technician hanging around by chance, then they need to send somebody from Brussels, which means by default a 24 hours delay at the place of the technical issue. Can you believe this? No? It is nevertheless true. They admitted it openly during the 30th of June, 2018 flight from Abidjan to Brussels, with a technical issue in Ouagadougou. We remained stacked at picturesque Ouagadougou for a whole day, because, by “bad luck” (as they said) Air France wasn’t that day at Ouagadougou and they could “borrow” their technician (as again they said). As to the assistance at the Ouagadougou airport (about midnight), well, less than nothing; we have to find by ourselves the staff distributing hotel vouchers, to find by ourselves the hotels shuttle busses etc. Does LH which proudly announces the Brussels Airlines participation to the Star Alliance is aware of all this?

✅ Trip Verified | Lisbon to Brussels. I read a few days before my scheduled flight that a strike was announced at Brussels Airlines. I immediately called the call center and they suggested a flight to me at 12:25 am. When I asked which company, the employee answered me 'SN Brussels Airlines'. They are on strike that day? Yes, indeed, but it is 4 days later. Completely worthless and apparently the employee could not find a better option. A little later I received an email that my flight was indeed going to be canceled. In the meantime I had booked a flight with Ryanair myself: they still had tickets available on the day of the flight, but the Brussels Airlines employee could not or could not book them. A few days later I received an e-mail from the booking of Brussels Airlines to a Lufthansa flight 24 hours after my planned date: I could not do anything with that either. Once we were home, we filed a claim by registered mail: except for an acknowledgment of receipt, I was not allowed to hear from them, despite several reminders. The service they offer is now a copy of Ryanair: rudimentary and once it goes wrong you are alone: ​​a worthless service center and non-existent after service. Take your business elsewhere, that's what I will do in the future.

✅ Trip Verified | Mumbai to Toronto via Brussels. In-flight entertainment is poor, be cautious in selection of food at the time of ticket booking. Toilets are in poor condition. Not up to the mark for long journeys. No comfort at all.

✅ 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.

✅ Trip Verified | Brussels to Birmingham. Flight supposed to land at 21.35, landed at 2am at night. No trains at that time, hence had to take taxi. 3 weeks later they still haven't even replied to my request for a refund of taxi expenses. Customer service appalling. Avoid.

Not Verified | Brussels to Douala. Agent was very unprofessional. My sister and I approached her to have our seats next to each other. She changed it to different seats but not next to each other. When asked, she had an attitude that we could take it or leave it. We left for our seats and realised that she had put the same names on both boarding pass. We returned to her, she never apologised and still had an attitude. I was very shocked. What poor customer service. So disappointed and will not take Brussels Airlines again.

✅ Trip Verified | Brussels to Orlando via Toronto. This airline is a total disgrace! They informed by SMS 4 hours before departure that the flight to Toronto was canceled and postponed by 24 hours. No alternative offered, no contact number given. I am LH HON Circle member and they have several means to reach me for discussing options. Not so Brussels Airlines: they just don't care! It took me 35 minutes to get somebody on the phone and it took this person another 45 minutes to fix an alternative. Actually at that time only one option was left including a downgrade on one flight sector. In the airport, nobody of the staff felt responsible. The only thing they offered is to write an email using a contact form on their website. This airline does not deserve to be part of Lufthansa group. It should be shut down and buried for ever. Nobody in the world needs such an airline - total disgrace.

✅ Trip Verified | Berlin to Brussels. Change of plans, decided not to board one of the flights on my multi-city reservation (cannot even be considered a proper return flight). Received an e-mail from the company saying that since I had a no-show on the "outbound leg" they had cancelled my "return" flight. Tried to contact costumer service for 2 days with no success (phone - no answer, e-mail - no answer, and facebook messenger - answer with same explanation for the occurrence, no proposed solution presented). Unacceptable. EDITOR TIP: We suggest to check Condition 3.3.3 No Show https://www.brusselsairlines.com/com/misc/conditions.aspx

✅ Trip Verified | I understand from thousands of flights in my life, things can go wrong. What I cannot stand is deceitfulness and downright lies. Brussels Airlines through their incompetence, made us miss connections (we went to LHR eventually via Zurich) and had to fly to our ultimate destination Myanmar one day late. OK, it can happen, however we were told three times 'no problem, your baggage is taken care of'. When we arrived in LHR the only representative of the Lufthansa group were some baggage handlers who knew nothing, everyone else was long gone (22.30). When we finally arrived in Yangon a very helpful Thai Airways staff member traced our baggage to Brussels. It hadn't moved and we had been lied to. Since then we've been invited to fill in forms, we've been asked for other forms of which we have no idea, the overall impression is of total lack of care or interest, just do nothing until the complainer goes away. It will be reflected in our future use of this group. The staff they currently have are unable to run a business and need retraining, if the front of the plane staff are the same as the others not sure I want to fly their airline ever again.