Brussels Airlines

✅ 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.

✅ 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.

✅ 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.

✅ Trip Verified | London to Douala via Brussels. Worst airline to travel with, 1 of my luggage didn't arrived in Douala during my holidays, it took them 10 days to find my luggage. What can I say terrible customer service, couldn't find any customer service number to call, I was told any complaint it's done online which I've done and it's been a month still no contact from Brussels Airlines. I will never ever travel again with this airline, how they treated me up till now it's unbelievable. I can't even call someone from Brussels airline to speak too, so many similar review as mine online, no contact, no compensation, nothing, It's like you are alone. I've spend so much money on my trip and was left without my main luggage, I had to use my spending money on buying essentials and going out outfit and shoes and gifts for friends and family.

✅ Trip Verified | Geneva to Birmingham via Brussels. Worst journey I have ever experienced. As a frequent flyer, I have gone through a lot of weird, stressful and tiring flights. This one was the worst. Flight delayed, no information about the connection, overcapacity booking, useless and slightly rude staff on board and at the gates. The only things that came out of that experience are stress, anger and anxiety!

✅ Trip Verified | Nous sommes partis de Dakar avec plus de deux heures de retard, l'avion venant de Conakry avait déjà une heure de retard. Vol avec escale à Bruxelles, nous devions redécoller vers 9h40, toutes les 10 minutes l'heure de départ était reportée puis finalement nous sommes partis vers 13 heures, nous sommes montés dans l'avion aux alentours de 10h40 et nous avons attendus dans l'aéronef jusqu'à 12 heures, heure à laquelle nous avons finalement décollé. Des passagers sont même descendus de l'appareil ce qui pose un problème de sécurité car sur le moment il n'y a eu aucune vérification des bagages restants, ce contrôle a bien eu lieu mais plus tard. Nous devions arrivés à 11h, nous sommes arrivés à 14 heures !! A Lyon, nous avons attendus plus de 45 minutes avant de récupérer nos bagages qui sont arrivés dans un état lamentables (ils avaient dû rester sous la pluie Bruxelles). Nous avons récupérer notre véhicule avec 3 heures de retard (frais de parking supplémentaires !!). Nous avons donc émis une réclamation en date du 18/12, le 15/02/2018 nous n'avions toujours pas de réponse, même pas des excuses !! Un manque de sérieux, et surtout de respect de la part du service client. Nous avons donc entamé une procédure. - We left Dakar more than two hours late, the plane coming from Conakry was already an hour late. Flight with stopover in Brussels, we had to take off again at 9:40, every 10 minutes the departure time was postponed and finally we left around 13.00 hours. We boarded the plane around 10:40 and we waited in the aircraft until 12 o'clock, when we finally took off. Passengers had even descended from the aircraft which poses a security problem because at the moment there was no verification of the remaining luggage, this control took place but later. We had arrived at 11am, we arrived at 2pm! In Lyon, we waited more than 45 minutes before recovering our luggage that arrived in a lamentable state (they had to stay in the rain Brussels). We recovered our vehicle 3 hours late (additional parking fees!). We therefore issued a complaint dated 18/12, the 15/02/2018 we still had no answer, not even excuses! A lack of seriousness, and especially of respect on the part of the customer service.

✅ Trip Verified | Flew Brussels Airlines from Brussels to Bordeaux. Arrived at the airport in time, good check-in and nice staff. Punctual trip. Nice staff on board. There is nothing more to say, it was a nice trip. The only thing was the price, as I booked late, the price was a bit above what I expected and I had time constraints.

✅ Trip Verified | Billund to Vienna via Brussels. I am amazed at the poor service we received through our entire interaction with this airline. From delayed flights - we were stuck in the plane on the tarmac for 2hrs post our scheduled take off, all the cabin received during this time was one chocolate each and zero updates on take-off or our connecting flights. To lost (and ultimately damaged) luggage - we arrived in Vienna in sub zero temperatures with no luggage, and thus no heavy winter jackets. To extremely poor handling of our luggage claim, we were told that they were only responsible getting us point to point, the fact our jackets didn't arrive and we were forced to take a cab to our hotel wasn't their problem. Plus our damaged luggage claim has taken over 6 weeks for payment still not to be received for our damaged stroller. The only thing this airline seems to excel at is poor customer service and no empathy for the customer throughout the entire experience. Yes they cheap on some legs, but is isn't worth it if the slightest thing goes wrong. Do yourself a favour and find / fly the alternative.

✅ Trip Verified | Flew business class with Brussels Airlines and they forgot my checked in baggage in Brussels to my flight on the way to London. I had to wait for my baggage for 5 hours in London Heathrow airport because that was the best option to get my baggage back in time. I would not recommend this airline.

✅ Trip Verified | Brussels to Kigali. The staff were not friendly and not attentive to the call button for the entire 6 hours flight. It was a meal serving flight but they did not have enough meal for all passengers. The bathroom was not cleaned periodically. Going forward, I will hope that Brussels Airlines will improve their service.