Brussels Airlines

Not Verified | I was travelling from Brussels to Naples. My luggage didn’t arrive. The day after I received a message indicating that my luggage had been located in Frankfurt. I had no news for a couple of days and then received an email telling me that an agent will contact me. An agent never contacted me ; on the contrary, I called the customer service with an Indian agent who told me that the luggage was not in Naples airport. I read reviews online that were saying to go directly to the airport so after several days we decided to return to Naples airport. Nobody at the airport knew if and where my luggage would be but they allowed me at the airport to check in a couple of different rooms. I finally found the luggage in a dodgy underground room. During all those days, I didn’t have any of my clothes nor basic necessities so I had to buy everything I needed. When upon return to Brussels I asked for indemnification for those items I had bought, I received an email from the customer service telling me that I had been notified that my luggage was available at the Naples airport - which never happened. Worst customer service ever.

✅ Trip Verified | I am thoroughly frustrated and disappointed by the lack of action and customer service from Brussels Airlines. My flight from Vilnius to Geneva was cancelled on May 12, and I promptly submitted a compensation claim. On May 23, the airline confirmed my compensation entitlement of €400 per passenger. Since then, I have been waiting for payment, which was promised to be processed within 6 to 8 weeks. It's now September 30, and I still have not received any compensation. I have sent over 20 emails and submitted 2 new claims on their website, but have received no response. I've also made 3 phone calls to the customer service center, sent a direct email to the head of customer service, and still nothing. This lack of communication and disregard for customer rights is appalling. Under European law, specifically EC Regulation 261/2004, passengers are entitled to compensation when a flight is cancelled. Brussels Airlines is clearly violating this regulation by failing to honor their commitments. It is unacceptable that an airline would promise a 72-hour response time but not fulfill this or even acknowledge the claim after more than 4 months. This is a serious breach of consumer rights, and I urge Brussels Airlines to finally pay attention to my claim and settle the compensation as required by law.

Not Verified | I was treated badly on flight SN 2103, seat 17D to London at 21:20 on 29/10/2024. I took a wrong way by mistake and the lady from cabin crow was rude. She should have been more polite. She also asked me to weigh my suitcase, which I use every time I fly. The suitcase weighed 10.8 kg, but she said it was only allowed to weigh 8 kg and couldn't be carried inside. I'll be looking at other options for future flights to London, even though I'm a member of Miles and More. I'm also taken three flights per month to London. British Airways offers a better service when I compare.

Not Verified | Absolutely useless. Not only did they manage to lose all six of our bags, packed to the brim with equipment that we actually need to do our job, but now they’re playing some absurd game of pass the parcel with them. First, they tell me they’ve handed the bags off to a delivery company — brilliant, I think, progress at last — but of course, the number they gave me to ring them doesn’t even work. No surprises there. So, I go online, trying to find any hint of where our bags are, and the delivery company says they’ve never even seen them. Not a trace. It's as if these people take perverse pleasure in making life as difficult as humanly possible. This is hands down the worst airline I’ve ever had the misfortune of dealing with. The incompetence is staggering.

Not Verified | Surprisingly good experience. Cabin staff were unbelievably attentive and helpful. Food and beverages were excellent for airline food. Boarding and deboarding were well organized. Only downside was business configuration was 2-2-2 and flat bed was not as comfortable as on other airlines.

Not Verified | Check in started very slowly at the airport with the employee getting out of the counter to check the line length instead of working to decrease it. Weird, but it is okay, we are on vacation. Flight was delayed two hours and we spent one hour inside the aircraft just sitting there - took a power nap, all good. But arrived in Brussels and my luggage was completely damaged. Filed a report, got a reference number, went to the Dolfi site as instructed, filled all documentation and waited. Today an email arrives saying: "Dear passenger, Unfortunately we cannot proceed with the case, as the documents required by the airline have not been included or are not complete. Please send us the missing documents via email: - damage report from the airport We can only proceed with the case when the documents are complete. Thank you for your cooperation. We are looking forward to your reply." Terrible customer service!

Not Verified | And even 1 star is still too much! Seats booked in row 1 (we thought we saw it from the online photo/drawing) 23 pp there and 23 back, so a total of 92 euros. My husband is 2m+ and also quite coarse and has a problem with his knees due to an operation in the past. I have edema in my legs and fly with support/compression material and then it is not always pleasant to sit in one position for long flights. And they also have to be taken off after a certain moment because otherwise the position will pinch and then stretching is nice. Please note that walking ensures that the legs fill up again and so do sitting back in that position. Outward journey (the day before we received an announcement that we had been rebooked. Immediately reported that we didn't think this was nice because you first make us pay for more expensive seats and then we disappear into a row behind them for 14 euros. The difference is almost 10 pp. About 2 hours Later we suddenly receive an email: do you want to book business class seats with a rate of 190 pp? I thought, how is this possible, because I apparently missed it on the drawing of the seat reservation? Immediately contacted us and Brussels Airlines assured that we did NOT have us for us but a cabin and that business was separate... Well, those people who have now paid 190 euros must have enjoyed this bit of extra service!! 3 glasses of champagne every half hour the question is everything to your liking? And with a length of 1.65 all the extra space? To then sit in 1 in the same room and go to the same toilet and the Seats we had originally booked were NOT involved! And even across the row, other people from behind unceremoniously moved for the business seats!!! The purser did not blink or blush and had even indicated to the stewardess that he found this quite antisocial! Answer, sorry, then you should have paid for more expensive seats and you have more space at the emergency exit (that is not entirely true!) On the return journey the drama was even greater and it is the first and last time ever that I flew with this airline! En zelfs 1 ster is nog te veel! Seats geboekt op rij 1 (dachten we met de online foto/tekening te zien) 23 p.p heen en 23. Terug dus totaal 92 euro. Mijn man is 2m+ en ook best grof en een probleem met de knieën door een operatie in het verleden. Ikzelf heb oedeem aan mijn benen en vlieg met steun/compressie materiaal en dan is lang vliegen niet altijd fijn in 1 houdin te zitten. En ze moeten ook uit na een bepaald moment omdat die houding anders knelt en dan is strekken fijn. Let wel lopen zorgt ervoor dat de benen weer vollopen en terug zitten in die houding dus ook. Heenreis( dag ervoor een mededeling dat we waren omgeboekt. Meteen gemeld dat we dit niet netjes vonden want je laat ons eerst duurdere Seats betalen en vervolgens verdwijnen we een rij erachter voor 14 euro. Verschil is dus bijna 10. Pp. Een kleine 2 uur later krijgen we ineens mail wilt u business class Seats boeken met een tarief van 190!! Pp? Ik dacht nog huh hoe kan dit want op de tekening van stoel reservering heb ik die blijkt gemist? Meteen contact gezocht en Brussel airlines verzekerde dat we GEEN wij voor ons hadden maar cabine en dat business apart was… Nou wat zullen die mensen die nu dus 190 euro betaald hebben genoten hebben van dit stukje extra service zeg!! 3 glazen champagne elk half uur de vraag alles naar wens? En met 1.65 lengte alle extra ruimte? Om vervolgens in 1 in dezelfde ruimte te zitten en naar dezelfde toilet te gaan en de Seats die we oorspronkelijk geboekt hadden dus NIET betrokken waren! En trokken er zelfs aan de overkant van de rij andere mensen van achter zonder pardon om de business Seats!!! De purser verblikte of bloosde niet en had zelfs bij de stewardess aangegeven dit behoorlijk asociaal te vinden! Antwoord, sorry dan had u maar duurdere stoelen moeten betalen en u heeft meer ruimte bij de nooduitgang( dat is dus niet geheel waar!) Op de terugreis was het drama zelfs nog veel groter en is het meteen de eerste en laatste keer ooit dat ik met deze maatschappij heb gevlogen!

✅ Trip Verified | Brussels airlines is the best! I left my laptop on plane and sent an email to lost and found and 4 hours later when I was at United gate for connecting flight someone brought it to me. I had written an email to the airline’s lost and found. Best customer service ever!! Thank you Brussels Airlines!!! You are the best.

✅ Trip Verified | Flew from Heathrow to Nairobi via Brussels. LHR to BRU no service in economy class, no different to a low cost airline, but arrived on time. Boarding on connecting flight was slow, so departed late for NBO. I was seated in rear economy cabin. Drinks started in front economy cabin first. Normally in my experience the entire economy cabin get their drinks, before the next service starts. But on this flight the front economy class passengers were getting their meals, while passengers in the rear of the cabin had yet to receive even their drinks. Seat tray really small and meal tray so small, made eating difficult. Meal small and uninspiring, wooden cutlery. Service always seemed rushed. On return flight just before landing in Brussels the second service consisted of one croissant and absolutely nothing else, no butter, no fruit, nothing! Just tea or coffee. No hot towels, no metal cutlery. Would not choose to fly them again unless they were the cheapest. I certainly would not choose them again for their poor in-flight service standards.

✅ Trip Verified | What a joke of an airline. From boarding and putting us in non priority line, to worst chairs, to losing both of our luggage even in business class. The service was OK but express. No entertainment. For 1200 euros you'd expect more junk airline.