Brussels Airlines

✅ Trip Verified | Based in Brussels, I have no choice but to fly Brussels Airline for business trips. While it’s priced similar to Lufthansa, Austrian, Swiss (all part of the same group), it is the step child / black sheep of the group and is more like EasyJet or RyanAir. 4 out of 5 flights are delayed. They run very few flights and given the popularity of Brussels as the European capital coupled with their monopoly in Belgium, flights are generally full. Your cabin luggage is more likely to be checked in than with any other “normal” airline. You’ll wait a long time to collect your luggage. I’ve often waited over an hour. They cite lack of labor as a reason. 5. Their ground staff have no compassion or sense of customer service. Nothing is free on the flight, a small bottle of water will run you €4. Brussels airline operates like a discount airline, and the only different between it and them are that they are cheaper. if possible.

✅ Trip Verified | Excellent crew, very professional and friendly. Although flight fully booked, departed on time. Connecting flights for passengers announced before landing. Baggage arrived even before I reached baggage claim. Brussels Airlines did an excellent job.

✅ Trip Verified | Terrible unhelpful staff. Since checking the passport, the staff was rude and impolite, quite even as rude if you are a foreign, we arrived 40 min later. Too long times to waste, really bad experience with this airline!

✅ Trip Verified | My first flight was delayed so I missed the connecting one. A customer representative met me at the gate, told me that I will get an SMS/email with the rerouting and that I can talk to the customer service kiosk. He gave me a new boarding pass and ran away without waiting for my response. Upon examination, it turned out that the boarding pass was for another person (no authentication procedure). The customer service kiosk informed me that I should come tomorrow because it was late, and their system was already closed. They gave me a voucher for the hotel and told me that the voucher includes food as well. However, the hotel showed me that they did not include the food in the voucher. The phone service told me that everything would be included in the SMS/email so that they had nothing to add to that. The new flight was in the evening of next day because all morning flights were booked. They did not give me the lunch voucher because “the company does not give lunch vouchers”. I took a taxi from the hotel to the airport. They asked me why I did not take the shuttle. When I told them that the shuttle was unavailable because it was limited to specific hours, they were not happy with the answer. Most of their representatives at the airport spoke broken English that was hard for me to understand.

✅ Trip Verified | I was extremely disappointed by their service. I am a professional golfer and was traveling for a tournament in Amsterdam via Brussels. My bag didn’t arrive with me and they said it will arrive the next day. I called to see if it had arrived and they said my bag was in Brussels so I drove 2 hours to go get it. Turns out it wasn’t there. I never received my bag the entire week, a week later when I arrived back at Madrid Barajas airport, my golf bag was abandoned on one of the belts. I emailed customer service about the damage they have caused but they stopped replying after a while AND I never received an apology. Truly disappointing.

✅ Trip Verified | This is European Business Class further in decline. My flights were from Heathrow to Tenerife via Brussels. While I checked in quickly, the boarding was a mess. There was a sign indicating priority boarding, but once announced, no attempt was made to navigate the economy passengers from the premium passengers queues. This meant a scramble with everybody rushing to board, which also meant delays. This happened on three of the four flights I took. Once on board, I noticed there was no curtain separation between the two cabins. Instead a small card with the sign 'Economy' was stuck onto the third row seat indicating that it was economy class beyond that. It was so cheap and shoddy. The seating has a paltry 29-inch pitch, with the middle seat empty - standard European configuration. After a long wait, we took off to Brussels, and a small unappetizing snack was served, with hot beverages in paper cups, and alcoholic drinks in a glass. The same routine followed on my return from Brussels to London. On the flights between Brussels and Tenerife, which were four hours and fifteen minutes, a hot meal was served both ways. One was overcooked pasta, and the other was a piece of chicken with mashed peas. Both were unappetizing. The wooden disposable cutlery made it difficult to cut the tough chicken. The only thing I enjoyed was the two pieces of Neuhaus Belgian chocolate presented in a little box. There were no refills for drinks offered and had to wait a long time for the trays to be cleared as the crew were busy selling food in the economy section. No smiles or any crew engaging with the passengers whatsoever, as they simply 'dumped' the little tray of food on us. Several of us in 'business' class had to use the call button to get a drinks refill - it was pathetic. This was like a bad low-cost airline with a tasteless meal thrown in. All four flights were delayed from 45 minutes to up to two hours.

✅ Trip Verified | Within 2 days flights from Lisbon to Brussels and from Brussels to Stockholm delays of at least 1 h, without any explanation. And of course, delays were announced with short notice before the departure

✅ Trip Verified | The service on the ground is very basic but friendly and due to local infrastructure in Africa there is not much they can do. On board they are very friendly and take care of you. They welcome you with champagne or juice. The seat becomes a full reclined bed, movie selection is not great but they have some 20+ options. They offer 3 kinds of entrees and 2 main dishes with some dessert and a wide variety of wines and beers. One of my options was not available but the FA made sure I would be the first one to be served on the second round and she kept her promise. Flight left on time, overall I would fly them again for sure.

✅ Trip Verified | Brussels Airlines sells you a seat and then, two days before departure, sends you an email telling you they have given it to someone else! Their email tells you you can still change your seat if you are unhappy, but bad luck when you try to do so; the website tells you you must wait for 24h before departure. This company has no respect for engagement, leave alone for their customers; no wonder their financial situation is terrible, and who would be missing such an arrogant company?

✅ Trip Verified | The boarding was late for 45 minutes, and after that there was a delay for 2 hours while all passengers were on the plane. The flight attendants passed by me while serving food without bothering themselves to ask what I want to have. When I asked them, simply responded “we’re sorry we didn’t see you”. It was one of most awful experience I had.