Brussels Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 565 reviews
4/10
3 star Skytrax Rating
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1/10

"had to wait to our luggage"

(Sweden)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrussels to Stockholm
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

“Crew professional and courteous”

(Denmark)

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!
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCopenhagen to Brussels
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"genuinely shocked by the experience"

(United Kingdom)

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.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteAbidjan to London via Brussels
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“save your money”

(United States)

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.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteFrankfurt to Dakar via Brussels & Frankfurt
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"very disastrous experience"

(Belgium)

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.
AircraftA319
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBrussels to Zurich
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"cancelled my return flight"

(United Kingdom)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBirmingham to Brussels
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

“This is worse than Ryanair”

(Belgium)

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.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteStockholm to Brussels
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Appalling customer service"

(Luxembourg)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFrankfurt to Brussels
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"see their 3 star status confirmed"

(Netherlands)

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.
AircraftA330-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrussels to Dakar
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

“too low quality for this price”

(Poland)

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.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrussels to Frankfurt
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no