✅ Trip Verified
| This used to be a very pleasant airline to fly with, but now we have had such dreadful experiences with them recently. Here are 3: 1. We plan to travel as a family of 4 to the United States in October 2020, flying Geneva-Munich-New York, and returning New York-Brussels-Geneva. The flight New York-Brussels is a Brussels Airlines/UA flight on October 24. We purchased the ticket online via a German travel agent. Recently, we received an email from Brussels Airlines indicating that the New York-Brussels leg of the trip had been cancelled. Despite extensive and repeated efforts on our part -- and despite very clear European Union rules in this area --, Brussels Airlines refuses to rebook us on another flight. They consistently argue that the travel agent should rebook us. However, the travel agent will charge us a rebooking fee of 49 EUR per person, a total of 196 EUR for a 4-person family. The European Union rules are unequivocal that the airline is responsible for rebooking. Brussels Airlines avoids all responsibility. A second matter concerns 7 travel legs cancelled by Brussels Airlines during the period of confinement March-June 2020, for which I am seeking reimbursement. Brussels Airlines has sent me on a repeated loop, in which the website tells me I need to contact them via Facebook or Twitter, and then Facebook tells me I need to make this request "via the website". Again the EU rules are clear: Brussels Airlines is obliged to reimburse. To date it appears that they are exclusively focused on avoiding their legal obligations. In July 2019, we flew to the US on a direct flight Brussels-New York on a saturday. Brussels Airlines did not manage to put our luggage on the plane. As our girls were starting camp on Monday, we were forced to buy replacement items on the Sunday. Our luggage arrived Monday. Brussels Airlines refused absolutely to reimburse the cost of the replacement items. Avoid this airline if at all possible.