Brussels Airlines

✅ Trip Verified | The fare is unbeatable, and staff were very nice. I had a delicious kosher meal and Pita Falafel. Drinks were offered generously. I arrived refreshed and am happy about my choice. If I need to bring up negatives that will only be bus shuttle to a field position at origin airport, and for some strange reason their coffee is very acidic.

✅ Trip Verified | For me, this is by far the worst airline in Europe. How they treat property of their passengers and the passengers itself is without words. I was flying with Brussels from Brussels to Munich. The flight was delayed by multiple hours and the ground personnel was extremely unfriendly. In addition, they lost my luggage and did not want to pay a compensation. This is already bad, but how Brussels was handling my case afterwards was just disturbing and unbelievable. The customer service of Brussels Airlines was not only unhelpful but also extremely rude. The experience with them has been deeply disturbing, not just because of the financial loss (which is significant) but especially because I know after this experience that Brussels Airlines is not an airline you should trust to treat you with fairness. Their unwillingness to provide reasonable solutions or exhibit a basic level of customer service decency is alarming. I urge anyone considering flying with Brussels to think twice. The only good thing with this airline is that after experiencing them, you appreciate other airlines.

✅ Trip Verified | Good service overall. Professional cabin crew. However, very bad SN lounge in Brussels: the food is really bad and the staff are unpleasant. New seats on A320neo are also not comfortable at all.

Not Verified | They charged me huge flight change costs, failed to call me back 8 times (after promising to do so) and then made me buy a whole new ticket for my return flight. Turned out to be the most expensive flight/mile I've ever taken.

Not Verified | Awful ground staff! I am extremely disappointed with this company and will never travel with them again! I have been traveling with Brussels Airlines for quite some time. My flight was scheduled for 7:10am, boarding starting at 6:20 am. Having checked in online the day before my trip, I arrived at the baggage drop at 6:10 am. There was a lady before me, so the agent checked her in and labeled her luggage. My turn came, he took my passport to check, then told me to drop my luggage to be labeled. Everything was fine until he told me to wait as he was going to talk to his manager as my luggage wouldn’t make it to the plane because I was late, I could not board the plane and I would have to rebook, I was astonished. I did not understand what was happening! The plane was still boarding. I still had 50 minutes left. Passengers were still coming. They had the same problems as me! The agent refused to take our bags claiming that we were late while we weren’t. There was still enough time! Boarding wasn’t close as it had just started! He then took us to his manager, who did not want to hear anything! She completely refused to help. She told us to go straight talk to the people in charge of bookings! Once there, they told us we had to pay extra for rebooking while we did not miss the flight at all. I had to pay extra £173 for the next flight which was scheduled at 5:50pm then stay overnight in Brussels as my connection was at 12:10pm the next day! They just refused to take our bags while we had already checked in! Then that makes us pay extra money. On top of that, which makes us spending 24 hours for a 9 hours flight! Some people had to wait two more days as there wasn’t any connection availability for them. Staff are very rude and are not understanding at all! It’s ridiculous and very frustrating!

✅ Trip Verified | Terrible flight and customer service from this airline. Lost baggage, poor customer service and communication when there were flight delays (for departure and then connecting flight) . The flight was expensive given the experience I had. I would not fly with this airline ever again.

✅ Trip Verified | Excellent flight. Easy check in. Left on time and arrived early. Very good cabin crew and service. Purchased food and beverage and was satisfied with quality and cost. Clear information from the flight deck. Comfortable enough seats for short flight. Baggage arrived quickly. Overall very satisfied and would fly with them again.

✅ Trip Verified | I did not get my luggage after arriving. That was late, near 23 o'clock. We had to wait to our luggage ca 1,5 hour. I missed my connecting train as well. It was necessary to book a hotel room. Next day I missed my working pass.

Not Verified | Return flights were smooth and very low cost like. Crew professional and courteous. Comparing to similar flights with KLM I’d say they are expensive and not a value for money Airline perhaps because this is a business route without competition!

✅ Trip Verified | I was genuinely shocked by the experience considering this is a scheduled and not budget airline. The plane was old and dirty. The economy seats small and extremely uncomfortable. Usb charging ports did not work. Wooden cutlery was offered with meals and for a 7h hour flight we were only offered drinks and refreshments (alongside the main meal) once - the cabin crew did not check on passengers in between service and disappeared outside of these times. I upgraded to premium economy for the return flight to London. A slightly better experience. However, the premium economy section has no access to its own toilet so you have to walk back 20 rows to use the economy toilet. I was the first passenger to use the toilet after the flight took off. It was dirty and clearly not cleaned between flights. The seats are more comfortable in Premium Economy but not more than standard economy on another international carrier. The brussels air app is useless and doesn't give timely flight updates. Our connection flight was cancelled and I was not notified just rebooked onto a later flight with no offer of compensation or clear notification. Brussels Airline would never fly this standard of plane or long haul service to western destinations e.g. the US. I believe they do it because most of the passengers are non European and they clearly do not care about our comfort or offering a decent level of service - they just want our money. The ticket was overpriced and nearly as much as a cheap business class ticket for other airlines.

✅ Trip Verified | Worst airlines company ever, they give you the option to upgrade your flight from economy to business and yet there isn't any difference inside the plane since all seats are the same. Apparently being seated up front means business class. Also there is no lounge option at the Frankfurt airport. So if you decide to choose this airlines better save up your money by not wasting it with upgrades.

✅ Trip Verified |  Boarding was rather OK. Service in business was extremely poor , even scandalous. Breakfast was a nearly frozen mini croissant and and ice cold mini bread roll with i think 7 gram of the cheapest cheese. I asked for a cola zer, I had to open it by myself, no ice or lemon was offered FA were very annoyed there were a few business pax so that they had to do the service; Once again a very disastrous experience on that airline.

✅ Trip Verified | Brussels Airlines mistakenly logged me as a "no show" on my outbound flight and consequently cancelled my return flight. I found this out via email when I switched on my phone shortly after landing. My short break in Brugge was marred by the stress and worry this caused me. I made a total of 16 phone calls to their call centre in India, each time having to go through the whole process again, arguing that I HAD taken my flight, I was calling from Belgium, had the stamp in my passport to prove it, etc. I cried, I begged for help, was promised countless times that someone would call me back, no-one did. On the morning I was due to fly home, I took to Facebook Messenger to ask for help. I was told I had to make my own plans to get home. After three hours of arguing with the representative there, my flight home was finally reinstated, leaving me with a mere four hours to relax enjoy the rest of my stay. I did get a call back from Customer Services - three days after I arrived home! I have launched a formal complaint via their website, their initial reply was that all was OK because they reinstated my flight, and that, in future, if I needed urgent help I should ring their Customer Services! They completely ignored the fact that I had told them that I'd indeed rung them 16 times during my 2½ day stay and no help was forthcoming. Their representatives appeared to have difficulty with comprehension, and quite a few had poor English and accents that were difficult to understand. I have since lodged another official complaint and have stated that I will be claiming compensation. Apart from the Auto-generated reply, this complaint is being ignored, despite my sending several further emails asking for a response.

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.

✅ Trip Verified | Departure was delayed by 3h 30' due to a sick captain to replace and technical problems with the aircraft. Despite the terrible delay (I was also flying with a pet in the cabin, imagine keeping an animal in a cage for 3h30' extra time), the company only provided a voucher for 5 Euro (minimum cost of a drink in the airport 5.20 Euro) Reicompensation was refused because the arrival delay was 2h55' In a few words, Brussels Airlines thinks that 5 Euro are enough to compensate for such a disservice.

✅ Trip Verified | I am thoroughly disappointed with my recent experience involving my flight booking with Brussels Airlines and the associated travel agency, flysmarter. What initially seemed to be a simple 12-hour journey turned into an inordinate ordeal that continues to persist. My original flight booking was set to have a total travel time of slightly over 12 hours. However, I was recently notified that due to a prolonged layover in Brussels, my travel time would inflate to a staggering 27 hours. Given the unwelcome increase of 18 hours, I felt compelled to cancel my journey. Shockingly, upon deciding to cancel, flysmarter demanded a cancellation fee of 500 NOK, despite the drastic alteration in my travel itinerary by Brussels Airlines. This appears highly unreasonable to me. The substantial changes to my journey were beyond my control and it seems deeply unfair to be financially penalized for such unforeseen adjustments. I've exhausted all efforts to seek resolution through customer service at both Brussels Airlines and flysmarter, but to no avail. It has been a fruitless game of passing the buck between the two entities, with neither willing to assume responsibility. The fruitless back-and-forth communication resulted in three hours of wasted time, leading to mounting frustration. I am deeply dissatisfied with the lack of customer-centricity displayed by both Brussels Airlines and flysmarter. I strongly caution potential travelers to weigh their options carefully before choosing to fly with Brussels Airlines or book through flysmarter. Should your travel plans not unfold as anticipated, it seems there's a clear absence of support or assistance. What's worse, you may find yourself unfairly financially penalized for circumstances entirely outside of your control. I wouldn't wish this disheartening experience on anyone else. Please take a look at the attached screenshot that clearly illustrates the blame game being played by Brussels Airlines and flysmarter. It is a reflection of their incredibly poor service.

✅ Trip Verified | Extremely bad customer service. There are always delays and I have had the problem of adding extra luggage a few times, they say that you can add it for 30 euros (official fee) and when you try, they say it's not possible and that you have to pay 70 euros instead at the airport to do so! They never reply to any emails or messages or complaint forms etc. The tickets cost a fortune and they don't even offer a glass of water for a five-hour flight. The seats are becoming harder, less comfortable and narrower, and Brussels Airlines is acting like a low cost airline which it most definitely is not given the exaggerated fees. What a rip off! Highly disappointed.

✅ Trip Verified | I am profoundly disappointed by the treatment I have received following the cancellation of my upcoming flight. Upon the cancellation, I was rebooked on an alternative flight that is completely unsuitable for my needs. Seeking assistance, I reached out to the customer service center, hoping for a solution. To my dismay, I encountered inflexibility, misinformation and deception. Such disregard is simply unacceptable, especially when facing circumstances beyond my control.

Not Verified | Flight cancelled without a proper reason. No way to get help after being cancelled, the chatbox is AI, it didn’t help at all. No one picked up the phone from the call centre. No compensation after the journey is highly disrupted. An email from the airlines said there is a voucher for food and drink automatically available on my boarding pass, but it is not available and I tried many shops which listed on the website provided. My flight was cancelled without any reason and it was cancelled 1 day before departure. However, there are 4 flights from Berlin to Brussels on 3 July. Except for my flight, the rest 3 flights are not cancelled, so obviously it is not bad weather conditions or strike.

✅ Trip Verified | Easily the worst airline of the Lufthansa group, not even water is served. Luggage policy leads to delays as they asked a lot of people to check in the luggage leading to a delay and then the luggage racks were free. At other Lufthansa group airlines you can pay with miles for the buy on board. Also delay, personal experience, are more frequent. On the flight I was reviewing my seat pocket was broken.

✅ Trip Verified | Brussels-Barcelona return. I have never had any serious issues with this airline so far and I have flown several times with them. Outbound leg arrived with about 40 minutes delay in Barcelona due to late arrival of the plane in Brussels. Return flight was on time. As always, very pleasant, professional and pro-active crew on both flights. Their food and drink choices are good value as well! The ticket that I bought was the cheapest on those dates.

✅ Trip Verified | When i used the web portal of brussels airlines for purchase, i noticed that each time the web page was reloaded, the prices went up. Since the payment procedure each time got blocked (issue with the backend server that brussels airline side), and the purchase procedure had to be restarted, the price of the particular flight i wanted to book went up from 223 Euro to 248 Euros. This looks like unacceptable sales practices to drive up the prices of the flight.

✅ 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.

Not Verified | Didn’t even board the flight - was a terrible experience. On check in, all seemed ok however, the queue was not organised, resulting in me and my family waiting longer than others. Whilst this was frustrating, and not a good start, we remained patient and got there eventually. When checking in, the agent didn’t seem to know much about our delayed flight, nor whether she should check our bags and to where. Not reassuring. After security, we received a text to say we had been removed from the flight (baggage handler strikes in Brussels meant we couldn’t go there). We initially thought the flight was cancelled, but learned later it was not. Strange. Anyway, we had to return to check in. Once we did that, we were told we had to go back through security to collect our bags. At this point, I was starting to get angry. When we arrived at the baggage collection point, we waited for ages, and no sign of our bags. Even the staff there had no idea where they were. At check in, we expected to be given accommodation vouchers - but the staff didn’t seem to have any idea what was going on. No vouchers were available (rebooked flight was next day), and people were starting to get annoyed. There was absolutely no information from the airline and we all felt abandoned. Eventually paid for my own hotel - I felt sorry for the check in staff who had no info to give us. This airline treated us all so badly - there was no need for it. There’s no way I’ll EVER book with this airline again. They refuse to pay us compensation for new flights we had to book (in order to get home quicker for dogs), nor did they pay for our hotel, or refund our original booked flights. Never again.

✅ Trip Verified | Slow boarding as one lady had to do the check in for an nearly full plane. An old A319. A small and rather decent continental breakfast was served in business class, unfortunately with wooden cutlery and carton cups for coffee or tea; FA were very neutral, the faster you could finish the meal the better. No more small chocolates. Did not receive ice or lemon in soft drink. Not a pleasant flight at all - a feeling like taking a local train.

✅ Trip Verified | We were flying to my son's wedding. The visas were delayed so had to put departure back two days. Brussels airlines wanted to charge us £1400 - we could get the same trip elsewhere for £600, so asked to cancel the outward trip and retain the return trip. They started by charging us £160 for the both of us, and said they would call us back. They never did. When I called back the price went up to £450 - to keep a flight I had already paid for! I told them I had been quoted £160, but they would not budge. I refused to pay it and bought entirely new flights from another airline. The whole exchange was extremely unfriendly. I will never touch this airline again.

✅ Trip Verified | Boarding was slow - once again caused by passengers bring on far too many pieces of hand luggage. Flight was done in an old A319 . The service in business was extremely poor - simply scandalous. The meal was a kind of a basket in carton filled with uneatable vegetables - nearly duck weed with a few pieces of chicken. Wooden cutlery , and coffee and tea in carton mugs , bread was not fresh. The only nice item were the 2 chocolates. Brussels is for sure qualifying for the poorest short haul business class in Europe. FA did perform an attitude "ok we must serve you" and as fast as possible - no refill for my drink offered. Shame on you Brussels Airlines !!

✅ Trip Verified | Flight comfort is okay in Economy Class, no issue there. From now on I will avoid them as much as I can due to the following experience: I booked a return flight BER>BRU>BER, but due to my own mistake the first flight was booked for the evening instead of the morning. As there are no alternatives with BU, I booked a single flight to Brussels with another company and didn't check in for the Brussels Airlines ticket. If you don't check-in into the first flight, the second one gets cancelled automatically if you don't confirm with their services within a day or so. And the heads up is done with a simple email, on a Saturday morning in my case. I ended not being able to check-in with the flight back to Berlin, calls the support and just get brushed off, that I "should have read the fine prints".

✅ Trip Verified | November 10, 2022 I traveled with Brussels Airlines and Lufthansa from Atlanta to Banjul. Two days prior to my trip, I called their customer service to inform them that I was a vegan and would like to be served vegan meals for my journey. I think I speak for many when I say my expectations are always low when it comes to airlines food. Gone are the days when you use to get decent meals on the air whilst traveling. So I really wasn't expecting much. Just a whatever meal until I get to my destination. Well to my disappointment, on all of my transits flights I was only served one vegan meal, that is unacceptable. On the Atlanta flight to Frankfurt, I was served rice with a few vegetables for dinner, which was fine, no complaints there. Then comes breakfast time, everybody was given their whatever meal and I was told that they only have an apple for me, "the flight attendance exact words to me were, "well you a vegan right, I can only give you the apple." I respectfully said no thank you to her. Everybody else was given their whatever meal which was a sandwich, yogurt and an apple. My flight from Brussels to Banjul, again I was served some nasty looking what looked like beans with some red sauce over couscous and that was all I got. For breakfast, they gave me and everyone else a big waffle which I didn't eat because I suspected there might be eggs in it. These airlines should do better in the ways they treat people. I went online and booked my ticket to fit my travel needs and at a price that was affordable to me. So when I tell you am a vegan, you should make the proper accommodations for me, this was a very long journey with very short transit time. It was very intense running from one gate to another trying to catch the next flight, I expected a better service once am in the plane. I felt like I was being punished for being a vegan and it not right. You must do better next time.

✅ Trip Verified | I had heard horror stories about this company. I had four flights with them and didn't face any big troubles. Went to Prague from Faro, with a stop in Brussels. First flight was delayed for a bit more than one hour. It happens, who knows whose fault it was. Second flight was on time. Pretty normal, the whole operation and staff. Good luggage allowance for the rate.

✅ Trip Verified | I tried to fly business class from Tel-Aviv to Brussels on Brussels Airlines. I passed security and customs and took a seat at the Dan Loune. At boarding time I went to the gate and boarded the airplane. There I found out that there was already some-one sitting in my chair which was strange. After reporting to the stewardess we found out that I misbooked my ticket. Never happened, but this time it did. As it was a night-flight I should have booked on the day of arrival, not a day before. Even though there were still seats left I was not allowed to fly and was escorted from the plane. From that point nobody of Brussels Airlines did anything. Middle of the night, left alone, no rebooking, no nothing. Only comments 'your flight has left, your problem, goodbye'. Let me be clear: I passed all security, customs, lounge and final boarding with a passed ticket! If anyone would have noticed I could have rebooked on the spot as I had a flexible business ticket! Brussels Airlines did not care about anything. Just kicked off the plane and left alone. Up to now nobody of Brussels Airlines has responded to my filed complaint. Calling is no use, they only state 'just wait our response to your claim'. I fly over 20 times per year but such a handling has never occurred to me. I know the booking error is on my side, but shame on Brussels Airlines in every way. I will never, ever fly them again.

Not Verified | We arrived at the airport in Israel to check in, some of the hand bags allowed us to get on the plane and some of them claimed that there was no room (actually there was a lot of free space). We got on the plane and there was no air conditioning, when we contacted the crew members they claimed that there is no air conditioning until take off. During the flight, minimum service, we asked for tissues, they bring you one handkerchief, a glass of water, they brought a quarter of a glass. In short, not pleasant at all! We landed in Brussels and suddenly we are informed that the connecting flight has been cancelled. We are waiting for alternative flights and then they inform us that they have a flight but to wait until the next day (it turned out later that that flight was also canceled!). There was someone who did "get" an alternative flight but he got on the plane and was told there was no room! We had a family event that we had to be at and it didn't even matter to them that the happy husband wouldn't make it to the event on time. At some point we asked to go to the management, an official approached us and told us that he would take us there. In practice he took us to passport control and took us out of the airport. Our travel agent arranged a flight for us through London, we actually arrived at the Brussels Airlines station and they ticketed us, after we arrived in London they informed us that Brussels had sent us on a canceled flight and that the connecting flight from London to New York was also cancelled. In short, this is the last time I travel with them.

✅ Trip Verified | When I saw the airplane with the painting on the plane I was surprised and I love it. Brussels Airlines have a few aircraft painted in a different theme. The boarding was on time, also we landed on time. The plane was really clean, seats comfortable. The crew was very friendly. Only I was a negative surprise that for this 2 hours flight we have to buy even water, but ok that a lot of airlines do that. Overall I was a positive surprise with a friendly crew and a nice flight.

✅ Trip Verified | The flight caught a lot of delay caused by the arguments about the luggage of one passenger. So after 55 min we were finally in the air. Apologies were said in a way "we must do it" unfriendly FA, poor information from the cockpit. You have to pay for drinks and even in business the drinks are served in carton cups. In Hamburg 40 minutes waiting for the luggage;

✅ Trip Verified | Worst customer service we've ever experienced. An agent made an error on a booking amendment resulting in us having to book an expensive last minute flight. We called immediately to dispute the matter and were assured we'd receive a call back shortly. That was almost 2 months ago. We have called a further 5 times to no avail. The matter is still not resolved. We will never be using this airline again. 1 out of 10 in generous. Would give it 0 if I could.

✅ Trip Verified | Brussels Airlines cancelled my ticket and did not take responsibility. They said they could not do anything about it and that I would need to buy a new ticket. Yet they cancelled my ticket without asking me if I wanted the flight, having travelled a different way to Lisbon, they assumed I would not return so cancelled my ticket.

✅ Trip Verified | On July 23rd I flew with Brussels Airlines from Tel Aviv Ben Gurion Airport to Brussels. My flight experience was kind of average, my ticket costed about 600 Euros roundtrip, which was pretty expansive for an only carry-on luggage allowance ticket, but it was my fault due to late purchase of the tickets. If purchasing in advance, I could've saved 50% of the price of the tickets, which is a pretty good price considering it's not a low-cost airline, well, not exactly. I had an early morning flight, departing at approx. 05:00 AM. The flight was unofficially delayed. It wasn't announced but it did occure, it was a 30 minute delay caused by computers of the airport which shut down, not the airline's fault. We boarded rather quickly and took our seats. I found the seats to be a bit narrow. The staff on board was mostly friendly, especially one flight attendant which her name I don't remember, before take-off when I panicked a bit due to safety reasons talked to me and made me feel safe and calm. The other crew members weren't that friendly, average I would say. After take off it was asked of passengers near the window to close their window shades and let everyone sleep. So until 30 minutes before landing shades were off and everybody tried to take a nap. Fortunately I sat in an emergency isle seat (which I booked in the online check-in, for free) and had some legroom. I don't know how much legroom other passengers had but I imagine it wasn't as comfortable. Before landing a trolly passed for purchasing food and drinks. I ordered a coffee which was dull and not tasty, I think all airlines in the end serve bad coffee, don't they? Overall my experience was pretty average, not extraordinary good, or bad. I would say to sum up that Brussels Airlines is to be treated as a semi-low-cost airline. They weren't harsh on their policies, but it is nothing like a traditional airline, and it was felt. I would fly Brussels again if the fares would be attractive, otherwise I wouldn't make a special attempt to book a flight with them.

✅ Trip Verified | Terrible service. My return flight was cancelled. I was left to resolve this on my own, I am still waiting on the refund for the cancelled flight being processed (flight was in June!) and redress for the expenses I incurred (travel, hotel and another flight). No-one has any answers. The forms on the website conveniently don’t work and their staff are abrupt, lack empathy or the ability to do anything. To date, they’ve now missed their own deadline of 4-6 weeks for a response. Just horrible.

✅ Trip Verified | Brussels airlines is by far the worst airline that one can find. They lost our baggage and no one took the responsibility. There is no one in the US to address lost baggages issues and even if you contact their Belgium’s office no one answers. Our trip was ruined; if I go back, I would never book a flight with this airline; it’s not worth of a penny. Whoever wants to waste money, go for this airline.

✅ Trip Verified | I do not recommend to fly with Brussels Airlines, please think twice before you board their flights. I took a flight, they lost my luggage and refused to refund anything, they claimed it's totally my fault that my luggage was lost.

✅ Trip Verified | Flew from Madrid to Brussels and the service on board was professional, courteous and pleasant. The flight was packed but seating was comfortable for a 2 hour flight. Drinks and snacks are for purchase in Economy. Prompt baggage delivery in Brussels was really appreciated. Only downside was the very lengthy check in process in Madrid airport. Only 2 desks for 150+ customers. The staff there, worked non stop but they were simply not enough to process the customers faster.

✅ Trip Verified | 4 weeks, no response from Brussels Airlines! In Brussels our flight was delayed for 3 hours, during that time we were bounced around between multiple gates with no updates being given unless asked. Finally, when we were able to board it was exactly 3 hours past our departure time, entertainment system didn't work, plane was not owned by Brussels Airlines and it was filthy. Landing to make our connection in IAD, which was already made very close because of the delay, we were held in the baggage hall for 4 hours waiting on our luggage due to Brussels Airlines saying we couldn’t leave? No clarification at all, just that we couldn’t leave without taking our luggage through customs. After 4 hours, no luggage, there was suddenly no issue with us leaving without our luggage? We ran to the gate of our connection on United which was booked with Brussels Airlines, flight had left, went to United customer service, they were no help at all and kept blaming everything on Brussels Airlines, so we had to sort out our own solution, ended up having to fly into ATL and get someone to drive 6 hours round trip to pick us up, the next morning! Nothing offered in way of accommodation, compensation or just a simple response! Only a call center that can do absolutely nothing! We ended up sleeping on the floor of the airport, with our 2-year-old. How is this not your problem??

✅ Trip Verified | In June, my flight from DC to Brussels was canceled less than 10 hours before departure, and I was offered another seat a whole TEN days after my original flight. Given this insane rebooking option, I had to buy a new flight on the spot, at double the price that I originally paid. I requested a refund from Brussels for that leg of the round trip flight. It took like two weeks to receive it even though it was totally their fault. Finally, in July, I check in online for my return ticket to DC and the online portal for Brussels shows I’m confirmed on the flight. I receive an email to check in. I come to the airport 2.5 hours before my flight and apparently there’s some issue with my ticket. Brussels canceled my entire ticket when I requested a refund for the flight they canceled. The ticketing agent tried to help me and the line to the ticketing desk is the most ridiculous I’ve ever seen. Also, impossible to be rebooked quickly by phone - they need to call you back and can’t take payment over the phone. I have never ever seen an airline so incompetent, so understaffed, so awful and such a piece of trash.

Not Verified | Absolutely rubbish airline. Lost my bag on 2 flights already, which i can forgive since these things happen. But they were so rude at the reporting office, as if they had their own bags lost, refused to compensate for things i had to buy since it was lost 5 days and had all my things inside and then refused to deliver to my address like they promised and instead dropped it off at a bus station 2hrs away from my house. Their customer service are clueless and the ground staff rude. Not worth the cheaper prices,

✅ Trip Verified | The worst experience in business class. When we came to the plane no water and wet tissue was provided. The food was the worst green salad with few cubes of feta cheese which tasted awful. Constant terrible smell coming from toilet cabinet. Worst business class in Europe airlines. Always delayed and started boarding late due to unprepared airplane.

✅ Trip Verified | Worst flying experience ever with Brussels Airlines! I booked a second flight because my planning didn't allow me to take the first plane. So I booked a second plane and paid for it. Then I got an email from Brussels Airlines: "We have cancelled all your flights because you were not on board". I called the customer service, they asked me to pay an extra EUR 40 to get my flight booked again. Last time I fly with Brussels Airlines!

Not Verified | I'm a mother of a 4 month baby boy, I chose Brussels Airlines to be my first travel with a small baby thinking they will provide comfort for me and him. I had paid for an infant ticket (around 100$) so they should provide at least a bassinet - well no! On boarding in Brussels Airport, I asked the counter lady if I can sit in front seat to have a bassinet as my baby is only 4 months! She apologized that there were no seats left in front. The economy class was full full and crowded, they gave me a seat in the middle where there were 4 seats! The seat was so uncomfortable. I asked the crew if I can sit in front to have a bassinet, they responded that they would see if the ones sitting in front would change places (but didn't see them asking though). Anyway, the whole flight that was 6.30 hrs my baby was in my hands (plus they stopped for an hour in Freetown to have some passengers on board) so it was a 7.30 hrs flight with a baby. The flight was full and I'm a breastfeeding mother, I told the crew I could sit in some premium economy seats which were empty to feed and then return to my seat but they refused! They weren't responsive at all, it was so disappointing, I ended up sitting near the bathroom to feed him! They asked me to upgrade my ticket and pay extra 350euros to sit in the premium! It was my worst trip ever.

✅ Trip Verified | Shocking service on arrival from London Heathrow. An attendant shouted at the arriving passengers all African passengers this way. We were literally herded like cattle to one terminal. There was one very basic canteen serving hot drinks in polystyrene cups. I asked a very rude attendant if I could go to the main part of the airport to shop and enjoy a meal. He pointed at a "No Entry' sign and walked away.

✅ Trip Verified | Brussels Airlines is very similar to Austrian Airlines: slimline seats, buy on board catering but having the benefit of flying to major cities. Anything else is just subpar. Staff were friendly and the food wasn't bad actually.

✅ Trip Verified | With 130 euros for two, just hand luggage, this flight was a real bargain. I liked the fact that Brussels Airlines sticks to group boarding. Also disembarking is row by row and crew sees upon it. Adequate seating, snacks at reasonable prices, announcements in Dutch, French and English, and an on time performance, even with a delayed departure on the inbound flight. Didn't like the endless walk to and from the gate at Brussels Airport though. But all in all very good.

✅ Trip Verified | Flight was smooth. Aircraft clean and crew very friendly. Food options (all paid) rather limited. Lounge at Marseille has significantly improved its offer, and space. On the other hand, lounge at BRU (sponsored by LEXUS) was dirty, food was ugly, non-healthy and barely edible. Usual features (Belgian chocolates, etc) were not available any more. A stunning decadence.

✅ Trip Verified | Boarding at Frankfurt was on time but without priority boarding for business class passengers. Food served was rather minimalist but tasted well; far better than the ‘Foodmaker’ salads they used to serve. Unfortunately the cutlery on Brussels Airlines flights is nowadays bamboo cutlery which doesn’t give a pleasant feeling when eating. Why can’t they serve meals with metal cutlery in business class as other airlines do. They serve champagne in business class; a cheap one (Duval Leroy) but luckily one that tastes quite well. I was offered several refills by the SN crew which on this flight was surprisingly friendly where often SN crews can be really grumpy

✅ Trip Verified | Check in was smooth and arrival and departure on time. Cabin crew was cool and uninterested. We sat at the first row and had a bit more legroom but seat pitch of the entire cabin is the same standard economy seat pitch. No difference in seat between business and economy as well as no divider curtain; only a movable sign marked ‘ECONOMY’ placed on the back of the last business class seat. Meal wasn’t great but at least better than what it used to be until recent with the uninspired Foodmaker cardboard boxes. Only good thing is they serve real champagne (it’s a cheap one but it’s drinkable though) and you get a small box of Neuhaus chocolates. Given the price paid not really value for money and overall below the standards of other airlines on European routes in business class

Not Verified | The boarding was very easy The crew was lovely but that was the only good thing about this flight. It was a 4h 20 mins flight without a meal. The legroom was not good. And Yerevan is the only destination above the 2h without the option to buy a hot meal

✅ Trip Verified | It was one of the worst flight i did in the whole of my life, I got the last seat in the airplane the seat was directly in front of the WC and next to the service area on the airplane so you can imagine how annoying this seat the hand of the chair was broken. For the covid checking EU certificate all the companies check it before boarding the plane, except Brussels Airlines - I had to go to the office to get the boarding pass from them because they don't let me check in online. Bad experience i don't recommend. Notice : if you have travel document check carefully which seat they will give you..

✅ Trip Verified | I recommend Brussels Airlines. The food and entertainment on board might not be the best in the market, but the company's staff is amazing and willing to fly the extra mile to fulfill customers' needs.

✅ Trip Verified | Check in at BRU airport went smooth. The check in agent even didn't ask nor check our Vaccination certificates or necessary docs for Spain. Boarding well on time and smooth. Greeted by very friendly cabin crew. Emergency exit seats, space and comfort ok for a 4h30 flight. No inflight entertainment available. Crew passed 2 times with trolley to buy food and drinks. Have the impression that the selection of snacks is severely limited with Corona, and this for a 4hrs 30mins flight. Captain gave information before take off and before landing. Flight was on time

✅ Trip Verified | Check in in Accra very unprofessional, no separate lane for business class passengers - Akwaaba business lounge is the worst I have ever seen, no service, no food, very limited selection of drinks, charging of devices not possible. This lounge is even worse than Adinkra lounge at the same airport. - Boarding ok - On board seat was acceptable, privacy good, enough space but the seat itself is not comfortable at all. Food quite ok. What I am happy is that flight attendant Olivier made an exceptional job, one of the best I have ever seen so far. Flight from Brussels to Geneva nothing special, not to be compared with some better airlines within star alliance. Now the worst: Luggage got lost. All of the passengers flying from different places in Africa to Geneva did not receive the luggage - The crew was aware already in Brussels, but did not care and started the flight, horrible pilot and organisation - Delivery of the luggage was finally on August 19 th, at 9.30 pm, after having several discussions with Brussels airlines and Swissport. The attitude of the staff of both companies was very rude, unpolite and unprofessional

✅ Trip Verified | It was a good flight and the cabin crew was friendly and will try to help you if you have a question. It was an A320 without entertainment. I remember having more leg space in the A320's from Vueling (low-cost) than I had with Brussels Airlines.

✅ Trip Verified | The flight had a delay of nearly 40 minutes - that was entirely caused by the fact a large group of passengers from a connecting flight from Africa was boarding. One attendant at the gate had to do an inspection of all the passports, boarding passes and vaccination proofs or covid corona tests for a fully booked plane. All the passengers were taking far too many and too heavy cabin bags on board so some had be checked in as extra luggage. FA had to do a lot of work. Flight was smooth - at the airport in Hamburg another delay: 50 minutes waiting for the luggage - Once again another unpleasant experience with this company.

✅ Trip Verified | I was on flight SN3244 Kos to Brussels where a passenger refused to put on his mask properly before take off. They kept him on the flight and during the flight he even took it off completely without the personnel doing anything about this.

✅ Trip Verified | We had the most unpleasant experience at Copenhagen Airport. First of all, we have spent more than 2h waiting for the check in. Once we were finally about to board the ground staff announced a strike of baggage handling personnel. At that stage they have advised that there is no confirmation of how long this might take. Few minutes after this they called all passengers to inform us that the departure will be at 12.55 which we also confirmed once again with the ground staff. We removed ourselves from the gate in the anticipation of the flight. At 12.10 we return to the gate, only to find out that the flight has departed! You can imagine our shock and disbelief. I was not the only passenger affected. Staff were absolutely not welcoming nor understanding, her explanation was resting her shoulders - and that she was not aware what the other person at the gate conveyed to us. At this stage we were re-directed to the customer services of Brussels Airlines for support. After 45 minutes on the phone, the customer service advised us to visit the Ticketing Office at the airport. The only problem is that such office at Copenhagen airport does not exist. The nice gentleman over the phone insisted that the re-booking can't be made over the phone and whilst he seemed understanding of the situation he was still directing us the non existing ground staff for rebooking and the conversation was not helpful at all. The only ticketing services available were from SAS, but they re-confirmed that only Brussels Airlines can do it or else Aviator. Then we went to Aviator again, which has sent us to Lufthansa check in. The problem with that is, that Lufthansa does not have a flight till tomorrow and there is not one single person at the check in counter. After 3 h on the airport, and having spoken to more than 10 people at 6 counters we had no option than to find a hotel for the night and to book the earliest flight to Brussels - all at our own expense. At this stage not a single communication from your end. A complete disgrace for a service oriented company. I would suggest all football fans and all other to avoid booking with you. Our one day flight to Denmark to see a match has turned out to be a nightmare because of your non existing customer support.

✅ Trip Verified | Any thoughts that I had that my previous experience with Brussels Airlines was a one-off were allayed by this flight. Entebbe Airport handled the necessary covid documentation efficiently and the lounge was relaxing. Boarding was efficient and passengers were greeted by a smiling and chatty cabin crew. This was a night flight and one of the essential requirements is that the meal is dealt with as quickly as possible so that passengers can sleep. The cabin crew were faultless and within a short time of taking off we were being offered a choice between marinated beef or Nile perch sausage as a starter and chicken breast, cold with salmon or basil pasta as the main course. I opted for the fish and a rather pleasant Château de la Grave Bordeaux, preceded by a glass of Duval-Leroy champagne glass of Croft port at the end. This ensured four hours of sleep on a comfortable flatbed seat. The objective of any flight is to get from A to B – the reason for going business is to enjoy some cost-effective luxury and Brussels Airlines excelled at both. Excellent seats, pleasant food and exceptional cabin crew – it was certainly my choice for flying to Entebbe in the future.

✅ Trip Verified | I have never been on a flight and thought that the airline had got it absolutely right but on this occasion it came very close. Business passengers were allowed on first and there was a separate line. Documentation (visa and covid) had been checked already. The aircraft had very new seats and having done my research knew which the best ones were – even numbers on the right-hand side – which were window seats with aisle access. There are a number of aspects to the seat design which stood out. Although they appeared slightly unusual at first the designers have got it right. The table slid out easily from the left-hand side; there are two very convenient storage areas to the left and in front; the seat has numerous options and was easy to control; and the 4K screen was beautiful and was positioned exactly right – not too close and not too far. The attitude of the cabin crew was brilliant. They were efficient, smart and attentive but not too overbearing. It would have been nice to have been given a drink before takeoff although the seats all had a water bottle. Meal service was done by giving a choice of two dishes as it was served and all the options looked good. I opted for the smoked duck breast, meatloaf tenderloin and cheese. The wine selection was slightly limited because of the pandemic (something common with most airlines but they served an excellent French red followed by port. Being Belgium’s national airline there was a nice selection of beers – I tried the Tripel Karmeliet which was excellent. Leaving the aircraft was done efficiently and one of the advantages of operating under covid rules is that leaving is done strictly by row and so there was no mad rush to get off or a race to reach immigration first. This was one of the best flights that I have ever had and I would have no hesitation in using the airline again.

Not Verified | They somehow managed to lose all our check-in bags (4 whole bags). They left them all in Paris. Their online system did not have accurate updates, so we had to rely on calling the hotline even a few hours to check on the status of our suitcases. Not as much as an email, even when they had finally located our luggage. Mind you, we were moving internationally and had all our belongings in those four suitcases. When they finally managed to find our suitcases, they said we would receive them the next day. The next day we called every few hours (since again they send no email notifications, and the website does not have up-to-date status ( it still said they were searching for our suitcases)). Suitcases finally arrive at Brussels Airport at 12:35 pm, and we were told they were to be dispatched (through the courier) at 5:30 pm, and we would receive them in the evening. After 5:30 pm, we called the courier to see when he would be arriving at our place so we can be sure we don't miss him. The courier informs us he was never given any bags for us. This airline company had 5 whole hours to hand them the bags and could not manage to get even that right. We called the hotline again and spoke to an agent who could not even explain why our bags were still in Brussels Airport, nor could anyone we spoke to tell us what exactly happened and why our bags were left in Paris in the first place. We suggested going to pick up the bags ourselves because at this point we had a meeting and there were important items in the bags we needed in order to prepare for the same. We asked the agent whether we could pick the bags up ourselves and be reimbursed for our Uber fare to and from the airport for the purpose of picking up our luggage. He said we would. I asked again, and he confirmed, stating we would only have to fill out a form, and we would then be reimbursed. So we did just that, filled out the form, and you guessed it! They have some cock and bull excuse as to why they will not be reimbursing us for our fair. They also refused to reimburse us for two of the luggage which they destroyed in the whole process. Luggags that had only been used twice prior to this trip. If incompetence was a company, this would be it.

✅ Trip Verified | During this Brussels Airlines flight, several passengers were not wearing their face mask. I looked at how a stewardess talked to a passenger who was not wearing his mouth mask for about 30 minutes. Not once did she tell him to put his mask back on. It was surreal. At the end of their discussion, I asked the stewardess if she could ask the passengers to wear their face mask. I complained to Brussels Airlines by email, got an impersonal copy/paste answer after 9 days, explaining how their filtering systems work, how flying is pretty safe, and I was also reminded with hygiene measures. Even during a pandemic, Brussels Airline does not seem to care about passenger safety. I strongly advise not to fly with Brussels Airlines.

✅ Trip Verified | I am not exaggerating if I say that is the worst user experience I have had in my entire life. They cancelled the flight due to corona, which is okay, but since then I am following up the refund of my ticket which still didn't happen. The service is awful, the staff impolite and the company a complete chaos which is obvious now under corona, the "corona" is a cheap excuse that airlines use to cover their disasters but now is the time when you see which are good airlines and which are horrible, in many ways.

✅ Trip Verified | I booked a ticket for my son. Flight was cancelled due to Covid. Fair enough, I can perfectly understand. I waited until bailout came and that this airline could start reimbursing ticket. I filled up a form in June, we are in October, I still did not receive anything. Customer service never replies to calls, never replies to mails. They simply do not care at all. Living in Antwerp, I will now take all my flights out of Schiphol which offer excellent service by the way. I do not recommend Brussels Airlines at all.

✅ Trip Verified | Cancelled flight, ok fair enough, then refuse to answer emails, phone calls, or most social media chats. Then after 7 months waiting for refund, email to say it has been done, and will be with credit card company within a couple of days - still waiting. There is no intention of trying to rectify any problem.

✅ Trip Verified | My round trip flights on Brussels Airlines from New York to Rome (depart on May 5, return on May 18, 2020) were cancelled by Brussels Airlines due to COVID-19. I filed on their website to request a full refund for this involuntary cancellation ticket on April 22, 2020. Up till now on September 8, 2020, I have still not received the refund yet. They did not even bother to reply my last inquiry e-mail on July 24, 2020. Please avoid this company.

✅ 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.

✅ Trip Verified | In March our tickets were cancelled. They did not refund them, although they promised to do so in writing. All further communications are simply ignored. Test aankoop (a belgian consumer protection organisation) started up a file but they also ignored that. Even when the Belgian government bailed them out due to covid-19, they keep the money and ignore us. If you book a ticket, know you enter a lottery and can only hope and pray you won't lose your money

✅ Trip Verified | Gran Canaria to Catania via Brussels. They post on Internet flight that do not exist In fact After you Pay they send a mail, in my case to the agency, informing that the flight is canceled, but the flight stay on internet to make more victims when you ask a refund they are very reluctant to give money back. My flight should depart 6th of June, They say maybe give refund in November.

✅ Trip Verified | Moscow to Brussels, the plane is standard, not large and very old. The distance between the seats is small, suitable only for not tall person. Inflight they give a sandwich and drinks, although the choice is not large. The staff is good, positive.

✅ Trip Verified | Moscow to Brussels. Anold A320, in the cabin there are thin seats, it’s hard to sit on them, the distance for the legs is not large. Meals are average quality, no choice, drinks limited choice.

✅ Trip Verified | Brussels to Vienna. The flight was operated by CityJet. I was seated in the first row where legroom was fine but the width of the seat was narrow. No refreshing towel and a bottle of water after boarding which was the case until recent. The complimentary business class meal was a disappointing and exactly the same as the one I had on business class flights I took within Europe earlier this year. A salad in a plastic container containing mainly salad with a few small chucks of chicken and a dressing. The meal was served with plastic cutlery. Luckily there was a small box of Belgian chocolates offered as well as some cheap champagne that tasted OK. We left on time and arrived on time in Vienna so that’s a good thing but disembarkation was at an apron position so we were taken to the terminal by which took 25 minutes from landing to setting foot in the terminal at Vienna (this was also the case with previous flights I took to Vienna with Brussels Airlines). For the price paid this flight was an absolute rip-off.

✅ Trip Verified | Brussels to Barcelona. Despite paying a premium price for a so called flex ticket seat comfort and service were just non-existent. My seat was in the second row and I placed my trolley in the luggage bin above me. A flight attendant saw this and got angry and told this bin was reserved exclusively for business class passengers seated in the first row. He took my trolley out and placed it in a bin further down the aeroplane. At the end of embarking bins in the front were still as good as empty and were filled with bags of passengers seated in the back of the plane. After arrival I had to wait and run into disembarking passengers to get my trolley. Luckily the flight left on time and that was about the only good thing. Seating in row 2 was very cramped and for having paid a premium price even no glass of water was offered on this 2 hour flight. The crew just couldn’t be more unfriendly. I’ll just try to avoid flying with them in the future.

✅ Trip Verified | Berlin to Brussels. I bought 'Economy Check & Go' ticket for about 99 EUR (11/2019) and won't expect too much service for this fare. Efficiency during boarding was messy and not so efficient at all. This cause this flight with a EOBT delay of 20 min but arrived a little bit late in Berlin TXL. The staff friendliness was average. Food and beverage can only be bought during the flight (similar service as Ryanair), but there was a large variety of Belgian cold and hot dishes. My final verdict, this airline require some improvements especially during embarkment.

✅ Trip Verified | Milan to Birmingham via Brussels. After avoiding the airline for many years due to bad experience I had in the past, I decided to give it a try again for a flight from Milan to Birmingham (UK) through Brussels. Experience was horrible, in particular very rude ground staff - airline is back on my black list, and that for a good reason. Flight in Milan got delayed due to miscommunication between the airline and the tower in Malpensa, resulting in a late arrival in Brussels. Flight attendant from Milan to Brussels was really nice and professional, confirmed even at arrival in Brussels that this was an issue caused by the airline. Did a sprint from the arrival gate to the departure gate for the flight to BHX, which was still open when I got there, as they were waiting for a connecting passenger from Prague. But Brussels Airlines had pro-actively re-booked on a later flight in the meantime, so they denied boarding. The gate agent tried to put me back on the flight, but failed due to any unknown reason. Instead of putting her best foot forward to get me on the flight - the later flight was not an option, as arrival was past the scheduled business meeting - she told me rudely to go to a re-booking desk and try to get the ticket fixed there. I was not supposed to get over to the departure gate anyhow in such short time. Result: missed the flight, had to fly to LHR and rent a car to get the BHX in time. When I filed a refund claim (EU regulation) they denied due to reason beyond their control.

✅ Trip Verified | Brussels to Barcelona. The A319 was a former Air Berlin aircraft with an Air Berlin interior and a Eurowings exterior. I sat on the second row and seating was really cramped preventing me from hardly moving my legs. Where in the past SN still handed out a refreshing towel and a bottle of water at departure to business class passengers nothing was handed out anymore. The complimentary meal offered was a disappointing salad in a plastic container consisting mainly of salad with a few small chucks of chicken and dressing. Luckily champagne was still available on request; although not a premium brand the Duval Leroy champagne served is good (it’s the same Swiss serve on their business class). A small box of Belgian chocolates was handed out as well. The crew was nice and friendly but this has to be obvious when serving business class passengers. Overall the service of European business class just seems to go downhill with cramped seating an rather appalling food. For the price paid this is absolutely not value for money.

Not Verified | Lisbon to Geneva via Brussels with Brussels Airlines. Flight attendants were strict and unhappy. No snacks or water served on 3 hour flight. Everything served was extremely expensive and unreasonable. Had to personally go to cabin to get cup of water. Would never take again for a long flight. Landing was very unsatisfactory, very bumpy and wing tipped.

✅ Trip Verified | I have never been so disgusted and disappointed with the customer service I received from Brussels Airlines. I took my flight from Edinburgh to Brussels with no issue, I checked in online and the representative scanned my boarding pass. The flight was fine, but what I experienced after was a complete disaster. My return flight (with brussels airline) was scheduled for 2 days later. 24 hours before my return flight I received an email saying that because I did not board my first flight, my return flight had been cancelled. I was super confused as I did take my first flight and was now in Belgium without a flight home. I called the customer service line and was connected to a call centre in India. I told the representative over the phone what had happened, thinking there was a mistake, they would apologize and reinstate my existing flight. I was told that I was marked as a "no show" for my first flight and, as per protocol my return flight had been cancelled. I told the representative that there must have been a mistake and that I was on the flight, offering proof, but they didn't believe me. They didn't know what to do. When I asked for my return flight to be reinstated i was told I would have t pay 40 Euros. I refused this option as none of this was my fault and the representative became rude and completely unprofessional telling me that I may have taken another flight. I asked to speak to a supervisor who also told me that they only way I could get my flight back was to pay 40 euros. I paid the 40 euros and went to the Brussels Airline counter at the airport the next day to complain. The representative was very apologetic and understanding of what happened, and gave me the information to file a complaint insisting that I would be compensated for the issue. I filed a complaint and waited for a reply. A few days later I received an email reply. The representative again told me that the reason I had to pay 40 euros to reinstate my return flight was because I was a no show on my departing flight. I replied and told him that I was on the departing flight. He was not apologetic, and seemed to blame me for the error someone made by marking me as a no show for my flight. He said I would be refunded the 40 euros. I insisted that I be refunded for my flights. He told me that I was not entitled to a refund because I was marked as a no show and did not listen to me in saying this was a mistake. AND THEN I was told that when I went to the airport, the representative told me that in fact I was on the flight and that the no show had now disappeared.