Brussels Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 560 reviews
4/10
3 star Skytrax Rating
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10/10

"Very pleasant airline"

(Netherlands)

Trip Verified | Berlin to Brussels. Very pleasant airline. Great service and nice personnel. We flew on time. The extra service to offer me some lemons in my tea was lovely. Next time I will fly with Brussels airlines. It’s worth the extra km from the Netherlands.
AircraftA319
Type Of TravellerBusiness
Seat TypePremium Economy
RouteBerlin to Brussels
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"quality far below par"

(Belgium)

Trip Verified | Brussels to Marrakech. Expensive tickets, for quality far below par. You get a the Ryanair service for twice the price. You will pay extra for every extra. You even have to pay for a non alcoholic drink, even when your flight has over an hour of delay. Ground staff was very unfriendly (typical bureaucracy attitude. Very bad experience avoid at all times).
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrussels to Marrakech
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"No acknowledgement, no response"

(Belgium)

Trip Verified | Tried to buy one checked in bag via the Brussels Airlines website one day before our flight. Received the message that the transaction was successful. In fact they charged my credit card twice for the one bag. The next day in the airport there was no info in the system that I had paid for the bag. So I could pay again, at the higher tariff. On the way back from Lisbon the same story: no info that I had paid for the bag as check-in baggage. So Brussels Airlines cheated me out of 140 Euros. I complained via their website, giving all evidence. No response. I wrote to their Brussels head office, the only address on the website. No acknowledgement, no response. This was a holiday trip, but do you think I shall ever fly this airline again on business? It is about time that Lufthanse teaches them a bit about customer service delivery.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrussels to Lisbon
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"We were pleasantly surprised"

(Denmark)

Trip Verified | Brussels to Toronto. We had read a lot of bad reviews regarding Brussels Airlines and the service. We were pleasantly surprised by how good it was on our trip. We loved the food and the service was excellent and very attentive. What was a little disappointing was the entertainment on a long haul flight. There was a selection of about 40 movies and if you travel often this can be a bit limited on a long haul flight. Also our kids 10 & 8 were looked after well with a nice sticker book that kept them entertained for a couple of hours. The kids movie selection was even less, 5 movies max, but maybe mine are really spoiled and they have almost seen all kids movies.
AircraftA330-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBrussels to Toronto
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"a budget airline after all?"

(Burkina Faso)

Trip Verified | I booked and paid extra for an Economy Privilege seat for my flight on the 13th of January 2018, but was not given all of the 'priviléges' that are supposed to be part of this booking. I complained but did not receive a reaction. I had to ask twice for an answer and finally received a 'standard' apology. Not what one would expect, certainly not as a frequent customer (with a frequent flyer status). I think it would have been correct to either: - refund me the extra payment for this 'privilege' (120 euro) - or offer me a privilege upgrade on one of my future flights. More in general: 'standard' answers by a customer service add to the frustration. So a budget airline after all?
AircraftA330-300
Type Of TravellerBusiness
Seat TypePremium Economy
RouteOuagadougou to Brussels
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"poor food, poor seats, poor entertainment"

(United Kingdom)

Trip Verified | I have travelled extensively on many airlines and Brussels Airlines are the worst I have experienced. Quality overall is low, poor food, poor seats, poor entertainment choice, outdated planes in poor repair. On top of that the service is poor too, a fellow passenger had some dirty looks and loud huffing and puffing from a attendant for talking at a normal level while they were sleeping nearby. My interactions felt similarly unfriendly, with little desire to help, and much more interest in chatting among themselves. You will be better off with pretty much any other airline, I wouldn’t recommend travelling with them if you have any other choice.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Brussels
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"disgusting lack of service"

(Germany)

Trip Verified | They cancelled one of the flights out, after which I requested a refund. Instead of telling me how much i would get back as the refund for the inbound flight, they refused and said they would email me and process the refund within 15 days. Following this, I heard nothing so a week later called them. The lady again refused to tell me what my refund would be, and said I would get an email asking for my iban so they can give me the refund. They refused to let me talk to the refund department and refused to send me anything in writing. So then again nothing received after the phone call, I call again. Here the lady was apologetic and said I would get a refund within 15 days and she took my IBAN down manually. Then I got an email saying they do not give refunds until after a flight is taken, again still refusing to tell me what I would get back, (bear in mind in the meanwhile i had to fork out hundreds of €€€ on a replacement return flight with a different airline, did Brussels care about leaving me in this situation, no) but that she would send something to the refund department and it is in process. A monmth later and I still have nothing. Only when i called again and said i had opened a case with a consumer watchdog did they finally send me in writing what my refund would be. At this point they still haven't sent me anything back. It's one thing to cancel a flight, but to then string customers along and withhold their money and provide a disgusting lack of service or empathy in the meantime is beyond unforgivable. I have had situations with way more budget no frills airlines who have handled it tons more reasonably than these guys.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBerlin to Marsa Alam via Brussels
Date FlownMarch 2018
Value For Money 12345
no
10/10

"above-and-beyond customer service"

(United Kingdom)

Trip Verified | My partner and I flew out on his 30th birthday from Birmingham to Brussels. We did not disclose this fact to anybody yet pre flight during the safety checks the steward stopped to say 'sir I believe it is your birthday today', then presented us with some delicious Belgian chocolates and welcomed us aboard personally offering us a complimentary drink during the flight. We were so impressed with this above-and-beyond customer service. During the whole flight the way the crew interacted with everybody was first rate service. The flight there and back was very relaxing and smooth. Would fly with Brussels Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBirmingham to Brussels
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"worst possible value for money"

(Belgium)

Trip Verified | Berlin to Brussels. Being Belgian I am ashamed that this company represents us. 1) Delay: I have flown very regularly (around 20 flights last year) with them and there was always (always!) a problem. More than half the times the plane was late, from half an hour to 3 hours (on a 1 hour flight). Not enough time is foreseen between flights so a single problem during the first flight of the day and the whole planning is screwed. It happens so often that they have a contingency plan: a 0,5€ chocolate to make the customers forget about the time they lose. 2) Luggage (responsibility shared with Brussels airport) The luggage’s take forever to be delivered (often more than 1 hour while easyjet does it in 20 minutes at the same airport). My luggage (Samsonite cabin size) was sent twice to the lost and found for no reason. 3) service staff are very nice for business passengers, ok for economy class. Food on board is ok in business. Better than most airlines in economy (must pay). Seats in economy are similar to easyjet. Fidelity program is purposely unclear. 4) Price This is the worst part. The value for money is just bad. Expect to always pay one of the highest price on every route they fly. I value time and especially punctuality very high so for me this is literally the worst possible value for money. I fly a lot for work and I don’t chose the airline. I do see the ticket price though.
AircraftA319
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBerlin to Brussels
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"if possible avoid them"

(Denmark)

Trip Verified | Copenhagen to Bilbao via Brussels. After being a frequent traveler with Brussels airlines, because of this last incident it will be my last. I traveled with my small cabin suitcase and a small bag (allowed by the rules of the airline) from CPH to Bilbao via Brussels and just before I was going to enter in the plane, I was stopped by a rude staff employee from Brussels airlines, ordering me that the plane was full and I needed to check in my suitcase or otherwise they would not let me in. After I insisted that I had to layover for less than 1 hour in Brussels and the risk of losing the baggage was high they still forced me to check in the baggage. Well, not only the plane was not full, but indeed they lost my baggage at Brussels so I had to wait 2 days to get my personal items back. This is very irresponsible from an airline that claims to care about its customers. I was following their rules and they still forced me to check in the suitcase. If you are flying with them, be very careful with your baggage if you have a layover. And if possible avoid them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCopenhagen to Bilbao via Brussels
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no