✅ Trip Verified
| I have never been so disgusted and disappointed with the customer service I received from Brussels Airlines. I took my flight from Edinburgh to Brussels with no issue, I checked in online and the representative scanned my boarding pass. The flight was fine, but what I experienced after was a complete disaster. My return flight (with brussels airline) was scheduled for 2 days later. 24 hours before my return flight I received an email saying that because I did not board my first flight, my return flight had been cancelled. I was super confused as I did take my first flight and was now in Belgium without a flight home. I called the customer service line and was connected to a call centre in India. I told the representative over the phone what had happened, thinking there was a mistake, they would apologize and reinstate my existing flight. I was told that I was marked as a "no show" for my first flight and, as per protocol my return flight had been cancelled. I told the representative that there must have been a mistake and that I was on the flight, offering proof, but they didn't believe me. They didn't know what to do. When I asked for my return flight to be reinstated i was told I would have t pay 40 Euros. I refused this option as none of this was my fault and the representative became rude and completely unprofessional telling me that I may have taken another flight. I asked to speak to a supervisor who also told me that they only way I could get my flight back was to pay 40 euros. I paid the 40 euros and went to the Brussels Airline counter at the airport the next day to complain. The representative was very apologetic and understanding of what happened, and gave me the information to file a complaint insisting that I would be compensated for the issue. I filed a complaint and waited for a reply. A few days later I received an email reply. The representative again told me that the reason I had to pay 40 euros to reinstate my return flight was because I was a no show on my departing flight. I replied and told him that I was on the departing flight. He was not apologetic, and seemed to blame me for the error someone made by marking me as a no show for my flight. He said I would be refunded the 40 euros. I insisted that I be refunded for my flights. He told me that I was not entitled to a refund because I was marked as a no show and did not listen to me in saying this was a mistake. AND THEN I was told that when I went to the airport, the representative told me that in fact I was on the flight and that the no show had now disappeared.