Brussels Airlines

Not Verified | I have never, in a life time of frequent flying, come across a customer service that is so ferociously, exceptionally poor. I have called eight times in five days to resolve an issue with my booking and each time been told that someone would call back that same day to help me with my issue. So far no one has called back. The flight was this morning. This is worse than Ryanair, worse than anything I have come across ever.

✅ Trip Verified | Appalling customer service! The airline lost our luggage and it was delivered after a week. Upon delivery the luggage was visibly damaged, and all the things inside were damaged by rain and external force. We asked for compensation upon delivering proof of damage, both external and internal. The claim was dismissed since they saw in the photos that the luggage contained one pack of ibuprofen tablets. According to their General Conditions of Carriage, medicine is forbidden to be included in the checked luggage. The logic between a smashed luggage beyond further ruse and an ibuprofen pill is only known to them. Will never use this airline again.

✅ Trip Verified | Brussels-Dakar-Brussels. Not so happy with check-in at BRU. I checked online and when at the check in area, a SN lady directed to me bag drop off. While she stood next to me, I had to print the luggage label myself, wrap it around the bag handle and she forgot to tell me to take off one of those little baggage check number stickers and stick it on my suitcase. I didn't appreciate it, I wanted her to do that work! Increasingly we passengers are being asked to pay more for services and now we are being put to work at the airport, just like scanning your own food at the super market! Efficiency is good, but service is better. I have my limits. On the leg BRU-DSS other passengers and myself were surprised at the gate that the plane was an A333 of Eurowings. The flight attendant assured me the seats were the same for economy (but a bit worse for business!). It wasn't a big problem for me, but I think SN should have indicated this on the ticket. Apparently the Eurowings Airbus is regularly deployed to SN's African routes. On the leg DSS-BRU a normal SN A333 was deployed. SN's airbus looked quite fresh and new from the inside so, happy with that. Departures were on time and in both cases we arrived early at our destinations; that was a nice bonus. Flight attendants were friendly but more on 'neutral-friendly' side. Inflight entertainment was a bit limited but with a decent selection. Now comes my main complaint: the food. In both cases, a tiny plate was served for dinner. Consisting of a choice between meat or pasta. I chose meatballs which was two 4cm diameter meatballs and bit of rice. With that, a sub-par quality bread bun, a bit of butter and not tasty cake, which was the same cake in the way back! No cheese, no little salad, no little fruit salad either. No sanitary napkin, no spoons, no pepper and salt. The red wine was not tasty. On BRU-DSS they served an ice cream before landing. On DSS-BRU, morning flight, a simple croissant. Brussels Airlines really needs to do better here, this is where you see their 3 star status confirmed, instead of the 4 stars they could have.

✅ Trip Verified | Part of trip from Brussels to Gdańsk through Frankfurt, leg from Brussels to Frankfurt was operated by Brussels Airlines. Checkin was fast and easy - Brussels is a hub of Brussels Airlines, so checkin is always open and you can drop luggage at any time. Airline lounge is very nice. Boarding starts 5 minutes before time given on boarding pass. After seating inside plane crew asked me to remove my luggage from overhead compartment and put under seat in front of me because my luggage was smaller than other passenger. During flight there was absolutely no complimentary service. Seats are Ok, but nothing special. Finally flight was on time. Definitely too low quality for this price.

Not Verified | Today’s flight from Brussels to Yaoundé was marred by a disheartening incident of apparent discrimination during the boarding process. Despite the assigned boarding group numbers, the airline appeared to prioritize boarding passengers from Cameroon over following the established procedure. The disregard for the boarding group numbers was distressing, as it resulted in a sense of unfair treatment and disregard for the passenger experience. Furthermore, the attitude of the airline staff, who seemed unresponsive and unwilling to address the concerns raised by passengers, only exacerbated the situation. As a traveler, experiencing such treatment is profoundly disappointing and casts a shadow over the entire journey. It's particularly troubling that the reasons for this apparent discrimination were not communicated, leaving passengers feeling marginalized and disrespected. This experience has undoubtedly left a lasting impression, and regrettably, it will be my first and last time traveling with SN Brussels Airlines. Discrimination has no place in the travel industry, and I hope that the airline takes this matter seriously, addressing it with urgency and implementing measures to prevent similar incidents in the future. I believe that open and honest communication, along with a commitment to fair and respectful treatment of all passengers, is fundamental to fostering a welcoming and inclusive travel environment. It is my sincere hope that SN Brussels Airlines will prioritize addressing this issue and work towards creating a travel experience that upholds the values of equality and dignity for all passengers. Thank you for allowing me to share my experience, and I hope that through constructive feedback, positive change can be realized in the travel industry.

Not Verified | I booked two tickets on flights from Newark, NJ to Paris, France and return on Brussels Airlines (operated by United Airlines) using Chase Ultimate Rewards for October 2023. The morning after arriving in Paris I received an email from Brussels Airlines informing me that my return tickets had been canceled because I had not flown to Paris. This was quite a surprise since I had been on the flight and was in Paris. I borrowed a phone and called Brussels Airlines. Their call center representative took a long time to understand the problem then to verify with United that we had been on the flight. He then attempted to book me on a Lufthansa (Brussels parent company) flight at exactly the same date and time as my return Brussels flight would have been - clearly the same United flight. He could not successfully do so because the computer was sure I hadn't flown to Paris. After 45 minutes he advised me to call Chase Ultimate Rewards. I called Chase. Chase disclaimed any responsibility. I was left high and dry with no tickets to go home. I decided not to ruin our vacation and purchased two tickets home on that same United flight for an additional $2,700. Since I got home a week ago I have been unsuccessfully trying to get a refund from Brussels Airlines and compensation for the replacement return tickets. Lessons learned: Never fly on Brussels Airlines (or Lufthansa) and never rely on Chase Ultimate Rewards to be any help whatsoever if you have a problem with a company they booked for you using points.

Not Verified | I recently flew with Brussels Airlines, and I must say my experience was abysmal. Despite paying a hefty €600 for my ticket and ensuring I paid for my suitcase allowance, I was confronted with unexpected rudeness by the staff. The audacity reached its peak when they attempted to confiscate my suitcase – mind you, the overhead compartments had plenty of space. Their justification? They wanted me to pay for an "upgrade." It's baffling to be treated in such a manner after spending a significant amount on a ticket. Brussels Airlines, you need a serious lesson in customer service.

✅ Trip Verified | Brussels Airlines is the only carrier that offers non-stop service between Bordeaux, France and Brussels, Belgium, not on its own metal but via CityJet. Departure time was delayed a few times, and we were finally off the ground for Brussels. The flight itself was uneventful, until I got to Brussels airport and did not see my checked luggage. The thing was, there were quite a few other passengers on the same flight ran into the same issue. That really screwed up my plan in Brussels as I stayed there for only 3 days. They finally found and shipped the luggage to my home in New York City a week later. There was one positive thing, though. The airline had constantly kept me informed about the status of the luggage search, though it was simply "we have not found it yet, and we are continuing to search". I still recommend the airline for that reason, plus the fact that it offers the only non-stop flight between the cities, where there is no other viable option, including any one-seat train service.

✅ Trip Verified |   A positive experience with Brussels Airlines. Plane was clean, and boarding was smooth and controlled. Departure was almost on time, as was arrival. Well done Brussels Airlines.

Not Verified | Low cost attitude without any respect for prime customers. Brussels airlines is the only airline where they have somebody who seems to privilege friends or family and often kicks you out of your seat of choice. I am a 1K lifetime gold/million miler on United and my seat was changed twice, without notice on this specific flight. When checking in, the airline staff was even lying and said that the seat I booked was 'defect', while it was clearly occupied when in the plane. I further had 3 more similar incidents this year and will avoid the airline for sure. Unlike the fact that i fly over 100,000 miles per year, cannot even remember such issues with any other airline. Besides this the aircraft are very old A330 with average service. The airline is focused to Africa where low standards may be acceptable but there are much better alternatives for transatlantic. To avoid for sure.