Brussels Airlines

✅ Trip Verified | Unfortunately my experience with Brussels airlines has been horrible. The rudeness of the ground staff, combined with the delayed flights made my experience with this airline truly tiring. I tried to complain multiple times but their customer service was simply incompetent.

✅ Trip Verified | Brussels Airlines damaged my luggage, and have not made amends 10 months later. After several calls to their call centers, I'm being told I'm going to get a call back within 24/48 hours, but I have yet to get any call back. They keep saying the same thing "this time you will definitely get a call back". It's like talking to a scam/phishing company, not a well known airline. This experience has truly shocked me. Lucky I don't need to choose Brussels airlines ever again.

✅ Trip Verified | Avoid Brussels Airlines—do not bother to fly with them. I was flying business class from Newark to Barcelona on February 13th, and my bags were lost. They arrived in Florence 10 days later, but Brussels Airlines never informed me, leaving me to coordinate with United, the originating airline. The only contact I received from Brussels Airlines was an email on February 27th confirming my bags were delivered to the town I was staying in, though I didn’t actually receive them until the 26th. Even with my bags in the area, their lack of coordination and communication caused unnecessary delays. Finally, after months of silence, they dismissed my claim on October 30th, citing my two-month stay in Italy as a “permanent address,” despite my round-trip ticket to the US. Their delays, automated responses, and dismissive attitude show a complete disregard for customers—even in business class. I expected far better service, but Brussels Airlines proved to be unreliable and unprofessional.

✅ Trip Verified | Flight SN2293 on the 21st of October 2024. Efficient boarding, welcoming crew and comfortable seats. The flight left with a slight delay of 10' but arrived 20' earlier in Stockholm. The highlight was the crew. Charming, well groomed, cheerful and carried out an excellent cabin bag management during boarding. The seemed to be enjoying their jobs and their enthusiasm was contagious. It was a pleasure to fly them.

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!