Brussels Airlines

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.

✅ Trip Verified | Brussels to Geneva. Despite a half-empty flight, we were forced to put our luggage in the hold while there was plenty of room in the cabin! The staff did not want to hear, so we lost 45 minutes on arrival to collect luggage that returned without any problems in the cabin. Malgré un vol à moitié vide, nous avons été forcés de mette nos bagages en soutes alors qu il y avait toute la place en cabine! Le personnel n a pas voulu entendre et nous avons donc perdu 45 minutes à l arrivé pour récupérer des bagages qui rentraient sans aucun soucis en cabine

✅ Trip Verified | I had a flight from Madrid to Hamburg via Brussels with a stopover of 40min on the 12th December. I only took what was necessary for me in my carry on. The flight was delayed 30 min and I was stressed because there was no other chance for me to go to Hamburg on that day since I was taking the last flight. I needed to be there next day early in the morning. When we finally started boarding the ground staff told me that i needed to check in my carry on because there was no more space in the overhead lockers. I advised the ground staff that the connection in Brussels was too short for the bag to make it on time to Hamburg. He assured me and reassured me that my bag was going to make it. When the doors were closed for take off there was plenty of space in cabin for many other people to bring their carry on. When I landed in Brussels I had to run to make it myself to the flight which was ready to go. so obviously my bag wasn't going to make it. Once landed in Hamburg I went to the baggage belt to pick up my bag and of course it wasn't there. I had to go to the baggage counter and fill up a form and then go without any of my belongings. It was so frustrating the next day because the time I had to prepared myself for my meeting I had tom use to buy more clothes and toiletries. The bag only arrived at the door step next day 8:00 pm all my plans were ruined by this. Claiming the expenses to this airline is a nightmare. i am sure their system is set up so people get tired of filling up the same details over and over. I had to do and re-do the complaint probably more than 7 times because the when you are in the final step to send all documents the systems says: error. Horrible experience with Brussels Airlines. Here I am spending money on international calls because after submitting the claim they told me they would refund me with the money I had to spend. However they did not receive the second receipt. When I sent it via email, no more replies from them whatsoever.

Not Verified | Brussels Airlines made us dispatch our hand luggage right before entering the plane. I was mad but it was their policy so I couldn’t to anything. I was going to Brazil and had a connection in Madrid so I asked them to send the bag to Madrid, told them my name showed my ticked and all. I told them to only send that bag. When we arrived in Madrid (I was going to Brazil with my mom and dad) we dispatched a total of 6 bags and only one of them should have arrived in Madrid the rest should have gone to Brazil but they send 4 out of the 6 to Madrid I still don’t know where the other 2 are. I am really disappointed in Brussels Airlines not only did they mess up such a simple thing they are also very picky about which bags can go on the plane

✅ Trip Verified | Copenhagen to Brussels. This is more of a goodbye review than a review of one specific flight. Having lived abroad different places over the last fifteen years I have always stayed loyal to the local airlines to benefit from their loyalty programs and hopefully also get something back from the airline - as a thank you for always choosing them. I do not have a specifically high income, but I do have to travel a decent amount of time. That means I always travel economy, except from when I upgrade with miles I have earned. I was a member of SAS for many years, followed by a four year spell in London where I only flew British Airways. During those years experiences nice surprises like a little upgrade every once in a while. I would say at least twice a year based on 30-40 flights! On Brussels airlines I have experienced 0 upgrades in five years. I have qualified as “frequent flyer” every year I have lived in Brussels, which means I’ve always had 30+ flights. I am grateful for the lounge access I have been given in Brussels. But apart from that, all the time I have been living in Brussels I have not felt like I have been given the personal experiences, or dealt as appreciated as I felt when being a member of SAS and BA. I Am still living in Brussels, but decided a while ago to change all my Coming flights back to SAS as I’ve had it with extremely poor service from Brussels Airlines on a general basis. Rude staff, poor service, nothing back to loyal customers. I have it a patient try, but I’m looking forward to SAS which provides their plus program extremely cheap compared to Brussels business service, more miles, frequent free upgrades and better service in general. This last flight was the perfect reminder of the choice I have already done. Both legs to and from Copenhagen provided extremely poor service. No more food on flex and fast, and forced to check in my soft luggage with my laptop due to a full flight. The airlines can thank themselves for this policy..

✅ Trip Verified | Brussels Airline is awful. I always try to book Premium Economy on international flights if I am travelling for 15-17 hours - it has always been well worth the extra money. Have done so on Air Canada, Lufthansa, KLM and had terrific experiences. Brussels Airlines was awful. A total rip-off. Barely any additional leg-room, no amenities (every other airline provides a small pack with a toothbrush, eye shades etc) no water despite having a water holder, no blanket, inedible meal, surly flight attendants, and they don’t even provide milk/cream for coffee!! Seriously. “Premium” and a cup of lukewarm coffee after a seven hour flight and you are handed a package of powdered chemicals. It was laughable. They treated us as though we had paid $59 and were making a short hop flight. In fact, I have taken $59 discount airlines in the US and had great experiences! I will never make the mistake of booking with Brussels Airlines again.

✅ Trip Verified | Budapest to Brussels. This airline has traditional prices but service levels below those of low-cost ones: there are no extra benefits, just extra problems. I flew with them for 3 times so far in the past two months, between Brussels and Budapest. First time (28th Oct.) we were near the end of the boarding queue with my colleagues, so they took our carry-on baggage on the plane to be put in the cargo hold. After landing, they never turned up on the carousel at Zaventem, until the indication appeared that there is no more luggage coming. We went to their desk at the baggage area, and after making some calls, they said that our items will turn up eventually on another carousel. They did indeed, about half an hour later. The second time (1st Dec.) we departed from Budapest an hour late. There was no apparent reason, boarding was completed on time. What is more, we landed with even MORE delay, which is quite an achievement since arrival times are normally pessimistic. Last time (6th Dec.), when returning from Brussels, by the time of the gate announcement, it was already displayed that we would leave 50 minutes late because of previous delays. At least that remained constant, and we left at the indicated time. I realize that some of these events may not be the fault of the airline, but the overall image is not great. The staff apologized every time, but we didn't get any kind of compensation for all these delays, even though our company is a regular customer (that might change now that we realized that flying with WizzAir and taking a shuttle to/from Charleroi might still be faster, cheaper and more reliable).

Not Verified | Brussels to Rhodes. Hugely regret our choice for Brussels Airlines. We were going to go to Rhodes with our kids and their grandparents. However, Brussels Airlines canceled our return flight 3 weeks in advance without any force majeure. Purely out of financial gain. Our outward flight (with another airline) therefore became worthless. And now they refuse to reimburse those costs. Never experienced this with other airlines. You really can't do this to your customers!

✅ Trip Verified | My first time with Brussels Airlines was a horrible experience. I was travelling from Bristol to Budapest via Brussels in the early morning today. Everything was fine until I landed in Brussels. I had good one hour to go through security and passport check, but it did not turn out to be enough to get there without having to rush with my huge backpack. Apparently, there was only one security lane open - only 20 people could go through the check within 30 minutes - some people were extremely stressed out as it was their final call and they were only about to move on to passport check, where there were only two gates open at the time. Getting through passport check required another 20 minutes. My luggage had to go through the scan 3 diffetent times during security check in Brussels. The otherwise very friendly gentleman in charge took the time to explain how the cheese and the cocoa powder in my backpack looked exactly like liquids on the screen. He also told me there is generally no way to distinguish liquids from powder and cheese in the system without physically unpacking the entire luggage. At this point, please let me fundamentally question the technical efficiency of the security scanning at Brussels Airport. I managed to get through the security and passport checks (all of them!), so then I had to rush through the entire airport to get to my connection where I could somehow manage to arrive 1 minute before the gate closed. I boarded to soon learn there were no more room left for my luggage in the luggage sacks - I even had to go and ask the utterly careless stewardess for assistance, who advised me to put all my belongings under the seat in front of me, including my luggage (of 55x40x23 cm size), my coat and small bag. Come on now, Brussels Airlines... Is there no place for everyone's hand luggage on a plane? Anyway, there will be no next time for me, because I will avoid travelling with Brussels Airlines in the future. It has been a terrible, stressful and uncomfortable first experience. I usually pick economy class and know what to expect for that price, but never in my life have I experienced such discomfort during a flight. The assistance, the management and the technical background were all lousy, meaning the company has failed to provide all important aspects of customer service.

✅ Trip Verified | Vilnius to Brussels. Have to use SN frequently for business, because they fly direct to Brussels. My company policy allows economy flex, therefore it used to be my regular choice. Was astonished to discover that they abolished food and beverages service in premium economy without even warning customers. So for price of around 300 euros, one needs to buy even water on 2 hours+ flight. I think this airline deserves to be kicked out of Star Alliance and I will try to avoid them whenever possible.

✅ Trip Verified | Vilnius to Brussels. Traveled on FAST&FLEX economy not first time, and really was surprised that since now everything drinks, snacks are for purchase. As no any service (except fast track option) price available tickets VNO-BRU price was double that for lower economy class. In my opinion no more any value to buy this class tickets. Few weeks ago I used SASplus (economy) and I got food, beverages and even access to business lounge at airport for free. So, Brussels Airlines lost me as client for sure.

✅ Trip Verified | Brussels to Birmingham. Rude crew and no consideration for families flying with infants. We have a pram that is designed to fold up smaller than a lot of carry on luggage (a BabyZen Yoyo), but we were told at the gate that their policy is not to allow prams (strollers) on board. Lufthansa, their major code sharer, does not have the same policy - no problem taking it on board with them. Finally, having taken it from us at the plane door, it should have been delivered to the plane door at our destination but it went to the baggage carousel, leaving us to carry our infant through the airport. Very poor service - they need to update their policies and train their flight crew to be more courteous and considerate to those travelling with small children.

✅ Trip Verified | Brussels to Warsaw. Even the expensive Flex and Fast is now falling below low-cost standards I’ve been flying Brussels Airlines frequently flying their Flex and Fast fares that always included a newspaper, a sandwich and a drink. Today, when I flew to Warsaw staff, told me despite the high-cost food and drinks are no longer for free in Flex and Fast and all is for purchase now. The ticket price was still as expensive as it used to be. Brussels Airlines are becoming a real disgrace with extremely expensive Flex and Fast fares and no service at all anymore. Next time I’ll consider flying another airline. Likely low cost may be better as this is even above the current Brussels Airlines standards. This used to be a good airline but they have fallen completely to the bottom and are really the worst I know

✅ Trip Verified | Copenhagen to Entebbe via Brussels, our trip with them was amazing. At the check-in counter the staff was so incredibly kind to put priority labels on all our of bags, even though only one in our group of four was entitled to it. A member in our group was in the need of wheel chair service and the staff was kind, attentive and service minded. Our group was transported from gate to gate with a smile. On the flight a member of our group could not eat the food they served, because it contained tomatoes and she’s allergic. We did not inform Brussels Airlines about this prior to our trip, so they had no way of being prepared for this. However, alternative food was presented by friendly and service minded staff. All in all we are super happy that we chose Brussels Airlines and will definitely do it again!

✅ Trip Verified | Washington to Entebbe via Brussels. Awful experience with Brussels Airlines - never again. Tried to pay for two extra bags online one way only for presents. Should have been $154 each with discount online, but they charged $200 each. Then the computer had a glitch and an email showed one extra bag to Uganda and two coming back. But the website confirmed four bags - two extra to Uganda. Computer was flawed because the three bags shown in the email would have cost $554 instead of the $400 paid. Called Brussels Airlines in Brussels and they confirmed there were four bags (two extra) Washington to Uganda on the website but this later disappeared. Brussels Air manager in Dulles said computer no longer showed either of the two extra bags Washington to Brussels to Uganda. He said pay another $400 and they would refund. But they didn't refund and wouldn't answer inquiries about the claim several weeks later. Then they lost the bags in Brussels for two days and failed to track them on the computer when found. The Dulles baggage agent said Brussels Air is the worst handling baggage and might lose them for a week or two. I called Brussels again and found they were on their way to Uganda. Six hours after my call they were still shown as lost on the computer. Bags came a day late and we had to pay a taxi $200 to transfer them across the country to our destination. On return the Brussels - Washington trip was cancelled at the last minute after departure from Entebbe and they tried to send us through Frankfurt instead of switching to United/Brussels to DC. We complained and they permitted the United flight. But we had paid for economy plus and United didn't respect that so we had to pay again. We put in a claim on the day of departure from DC for the double charge on excess baggage but they didn't respond, and when we called after some weeks still didn't respond in spite of promises by the phone rep. They also didn't respond to a request to refund the economy plus fee for the cancelled flight Brussels to Washington, even though the replacement airline (United) didn't recognize the payment to them and charged it again. Their airport reps were friendly and helpful but the Brussels organization is extremely inefficient. They still use the bankrupt Sabena identifier SN. A Belgian friend said Sabena meant "Such a Bad Experience - Never Again." They seem to be keeping up that tradition. This experience was for my wife, though I made the payments and called Brussels in vain attempts to rectify the double charges of $800 on two extra bags to Uganda.

✅ Trip Verified | Copenhagen to Basel via Brussels. If you have connecting flights, be sure you have enough time between them. The fly from Copenhagen was delayed more than 45-minutes. I was very stressed if I will be able to catch my next flight.

✅ Trip Verified | Roma to Brussels, departure 10 mins late. Late again. Always an excuse. One time is because the aircraft arrived late, the other is because passengers took too long to board, one more because there’s a lot of traffic.

✅ Trip Verified | I do not understand anyone purchasing a business class ticket with Brussels Airlines. The business had exactly the same seats as economy. The promise was that a spare seat would be left to give passengers more room. The flight was full, so every place was taken (this is probably always the case) and no difference between business and economy! Due to the airline having to remove luggage from the hold, we were held up for an hour on the plane and we were not offered a drink! I’ve never travelled in any business class where I haven’t been served a drink before take off. On this flight, as soon as take off was done the staff pulled the little cabin curtain and had a coffee together. Some crew had boarded the plane and were all sat in the business section which added to the “no spare seat” situation. It was at least 15 minutes before they started organising the service! There are no staff designated to business so you wait the same for service as in economy except you are served your meal first, but need to attract attention thereafter if you need anything else. We were served a hot meal .. no choice at all, just handed a box. Not even on a tray with salt and pepper, a cup for coffee or a cheese and biscuit. Just the hot meal in its container and a knife and fork in a small packet. The meal ( mainly potatoes with a few sad pieces of beef) is worth about €11 to purchase in economy, and for that you have a choice! In economy if you buy wine it will cost you €6 and you get a bottle. In business we were served from an open bottle. I can honestly say I am glad that I got my business ticket by bidding to pay €50 more, and that I didn’t pay the incredible price of a normal business ticket on Brussels airlines. Business tickets under this system of bidding, by the way, do not give access to the business lounge in the airport- for that you have to pay €30 per person more. Needless to say I cancelled my bid for a business class upgrade for the return trip. The return was in economy one week later on Thursday 17th October (flight number SN3855). This is supposed to be a national airline or at least represents Belgium in airline terms. It operates more like a low cost budget line. We got on the plane, which was filthy, in Marrakesh. 30 minutes later we had to get off in Agadir so went into the transit area. From there we had to again queue and go through security. Then back onto the plane. We were too early for our take off slot so sat on a hot plane for another 40 minutes. Half an hour after take off the attendant passed with activity books for children. It then took the three attendants another hour and a half to reach the back of the plane with drinks and food. Every time a hot meal was ready it seemed to take them another ten minutes to get going with their trolly again! They stopped to deal with every hot food error (there seemed to be a lot!) and kept the rest of the plane waiting. It was so heartwarming (NOT!) to see that the attendants were having great fun between them, laughing, joking etc. Any idea how annoying it is waiting for some service only to witness the staff giggling and messing around? A totally unprofessional incompetent and inefficient service. S

✅ Trip Verified | The conditions in the airplane from Tel Aviv to Brussels and back were terrible! No space for legs at all, everything is old and dirty, no entertainment, restrooms are so tiny and very dirty, no service (which was not mentioned in the reservation). They didn't even serve a glass of water! What a disgrace! The flight was one big suffrering and everybody was complaining. We will never fly with Brussels Airline again!

✅ Trip Verified | Warsaw to Brussels. I had a great experience with Brussels Airlines. Legroom and seats very comfortable. There was one disadvantage-no snack, you had to purchase it but they were good quality. I would recommend their service.

Not Verified | Brussels to Barcelona. Worst flight ever. It started with a 1hr delay, no explanation. Then overbooking inducing more delays. No room for luggage. No food or drink (not even a glass of water) for free during the flight.

Not Verified | Flew Brussels Airlines from Brussels to Stockholm. Worst service ever in a flight maybe with the exception of one flight with Ryanair a few years ago. Personnel were an annoyance from the gate claiming I should check-in my luggage because I'd purchased some cookies at the airport duty free shops. Then they were late bringing us to the plane. A disaster of a service. Never again Brussels Airlines. I could never see value to pay more than economy. Now I can see no value choosing this airline unless I am forced to.

✅ Trip Verified | Geneva via Brussels. A great roundtrip with Brussels airlines. This time in their Business class with a very attentive service. On time both ways, prompt boarding, excellent announcements and articulated in a very clear manner. The catering was very decent for these short flights and the chocolate box to be taken with you is very appreciated. I have been travelling with SN for the past 10 years and never have i encountered a delay, mishandled baggage or mediocre service. It is always top notch! I am traveling approximately 10 round trips with them on an annual basis therefore I strongly believe I am in a position to form a very clear opinion on their service standards. While a negative perception can be generated by some fellow travelers if things go south, i believe it is unfair to judge them harshly by one incident alone taking into consideration it might have been out of their control. It is also unfair criticizing them for their buy on board product while their ticket fares clearly indicate the services provided. SN is welcoming, safe, punctual and courteous.

✅ Trip Verified | Brussels to Manchester. I would like to start by saying I have been flying for over 25 years. This past week was my first time ever flying with Brussels Airlines and it will certainly be my last. I will ensure I nor anyone I know ever fly with this airline again. I have never had an airline be as unhelpful as Brussels Airlines. My journey home started in Brussels. My first flight was through Brussels Airlines and my flight went from Brussels to Manchester. I had a connecting flight from Manchester to JFK and then JFK to Atlanta. In Brussels, I checked my luggage through Brussels Airlines. It was checked through to Atlanta (my final destination), but I was told once I landed at JFK, I was to pick up my bag at baggage claim and place it on a transfer belt in order for it to go onto Atlanta. Once at JFK, I waited and waited, my bag never came. I spoke with an airport representative in baggage claim who told me she was unsure what to do for lost luggage, my next connecting flight was boarding at this time. I have spoken with numerous airport representatives and airline representatives and no one can assist me with finding my bag. My bag never made it on my connecting flight in Manchester to JFK, meaning the last time I saw my bag it was in possession of Brussels Airlines. Brussels Airlines refuses to assist me with finding my bag because according to their system it made it to Manchester. I cannot file a claim online through their website because it has been over 24 hours since my flight and I cannot file a claim at the airport because I live 8 hours from my final destination airport and Brussels Airlines does not have a representative in Memphis, TN. 2 days later, hours spent on the phone, and still I have no idea where my luggage is. Brussels Airlines is the definition of unprofessional and I am beyond frustrated with how they have handled this situation. They are responsible for my lost luggage and for assisting me in finding it!

✅ Trip Verified | Venice to Brussels, with an old A319-100. We checked in at their counter which was served from the S.A.V.E. group of the Airport of Venice, which treats you very sporty, no matter which airline their serving at that moment. As we had two pieces of luggage to check in and two carry-ons, he offered to check for free in the carry on which was not that bad so going through security and all was smooth. Boarding was kind of awful as we had to board by bus, and they got us stuck in the ramp which was under the sun and we had to wait like 20 minutes for the bus. Very surprising I saw that they had one row of Business Class without any type of separation actually, we sat in our seats, 8A-B and we had a good legroom actually and the staff was very attentive as they were speaking fluently more languages, English-German and French. Surprising was the In-flight service, as it was buy-onboard, but at least the hostess gave me some water for free. The price was very low we had a good flight and staff was very polite.

Not Verified | Geneva to Venice via Brussels. One of the worst lost baggage experience ever. It is one thing losing your luggage - but the follow up process has been even worse. The flight from Geneva to Brussels was delayed by more than 1.5 hours, leaving only 40 minutes for the transit to the plane for Venice. In Brussels, we repeatedly checked with the ground staff whether the luggage has been transferred on time. The gates for landing from Geneva and boarding for Venice were only 2 gates apart. The ground crew confirmed the baggage had been transferred, but we found on arrival in Venice that the baggage had not been loaded onto the flight. This in itself is a bad experience but worse was to come. The luggage tracking screen kept on showing that the luggage was still being traced for more than 12 hours. When I called the airline at the number provided, the person at the other end asked me to detail everything I had in the luggage - to the minutest detail. I felt it to be a very invasive procedure, and when I asked why he was asking such questions he said the baggage tag may have fallen off meaning the airport staff will need to open the luggage to verify the luggage as the one that had gone missing. I have lost my luggage on countless flights and airlines but never have I been faced with such obtrusive and uncalled for questions. The guy could not tell me where the luggage was, what I should do to follow it up, and when I asked about claims procedures he said that was not his business and I should call another line. What's the point of having a call line if the person can't handle any of the complaint process? Big lesson learned - avoid Brussels airlines at all cost (reading the reviews here losing luggage seems to be a very natural part of their flights), and avoid Brussels airport at all cost. Lastly, do not expect anything from the customer service of Brussels airlines if you lose your luggage!

✅ Trip Verified | My experience with Brussels Airlines has been the worst experience of my life and I vow never to fly them again. They lost my luggage, denied me and my daughters boarding due to expired visas that were renewable upon arrival, and generally have the absolute worst, most horrible check-in (boarding) staff I have ever experienced in 41 years of extensive world travel. I have lost several thousand dollars being stranded in Brussels for three days while visas were (unnecessarily) renewed to board the aircraft. And the best part of all, we just boarded our new flight now and no one checked for our visas. They have expressed no remorse whatsoever. Never again.

✅ Trip Verified | A flight within Europe on Brussels Airlines is nearly always a synonym for a very basic experience matched with a poor in flight service. This airline cannot decide what they want to be : a regular carrier or a cheap one. So all together the 2 systems in one plane. Business and economy with service, and economy without service , that one with or without checked luggage. The catering in Europe is maybe the weakest in Western Europe. Plastic wrapped food and sponged style sandwiches are proverbial. Even a lot of plastic in business. The gate for this flight was changed to an area where usually cheap carriers and charters are boarding. After the controle of boarding passes passengers had to wait and stand for nearly 20 minutes in open air before a walk of some 250 meters to the plane. FA were very "neutral" with some necessary friendliness to passengers in the front rows - those who paid some more for the ticket. 30 minutes waiting time for luggage delivery in Hamburg. Even for such a short flight far from pleasant- if I can avoid Brussels Airlines I do not hesitate!

✅ Trip Verified | Berlin to Douala via Brussels. This is a terrible airline to fly by. First all in Brussels we were kept waiting an extra 35 minutes after we had passed the boarding pass check, in a room without access to toilets or food. When we finally boarded it took nearly 45 minutes to get everything settled for take off. When we got to Douala our luggage was missing for more than half the people who were on the flight. Brussels Airlines provided no information about this or what action to take! If I could rate this airline at -10 I would.

Not Verified | Tel Aviv to Manchester via Brussels. Appalling customer service. Didn’t recognise payments for cases despite credit card evidence. Then overbooked. Rarely answers emails and no information regarding compensation. Refuses to give information regarding legal options or ombudsman. Fails to inform when making payment then find out payment didn’t come in, despite airline being informed.

✅ Trip Verified | Brussels to Toronto. Very friendly service. They helped with our trip planning and were really helpful went it came to handling my daughter's peanut allergy. Many Thanks,

✅ Trip Verified | Marseille to Edinburgh via Bruxelles. A very bad experience with Brussels Airlines. The first flight SN3598 was supposed to take off at 13:20 local time and it did at 14:02 the boarding was delayed for some unknown reason. In Brussels I rushed to the boarding gate of my next flight SN2063, at the boarding gate I asked to check if my luggage was transferred, after verification the answer was positive.After the boarding was completed they had announced a delay saying that the luggage from the airplanes previous flight have not been unloaded yet and after that to load the luggage for the current flight. The initial take off time was 15:50 and it finally did at 17:28 arriving at Edinburgh one hour and 23 minutes late and without my luggage that they have lost. I opened I file at the aeroport for my lost luggage and called the airline, they told me that nothing could be done at the moment and that I can only wait for them to find the lost luggage. There were several passengers in the same situation as I was. The next day I called them again, they checked and told me that they are aware of the situation, in fact none of the luggage transiting Brussels where transferred, they where still in Brussels. I asked to have them sent as soon as possible and was told that my luggage was not yet scheduled to be sent. In conclusion it was still is a very bad experience (my luggage is still in Bussels after 3 days), I recommend everyone to avoid this airline, the call centre answers after 30 minute, a very bad customer service that has no reliable answer for you.

✅ Trip Verified | Venice to Brussels. It was simply a scandalous experience. The seat was obviously not cleaned, quite some crumbs on it. Brussels Airlines is reducing its business class to experience lower as on a cheap charter flight. Ok, you receive a newspaper and a small bottle of still water. If you want a drink - a gin tonic - FA do serve you the basic items, only later they say that you can ask for the better brands available for sale in the economy class without complimentary food or drinks. The meal was just horrible: you get a paper napkin, plastic cutlery and a plastic box with some salad, a hard-boiled egg and a taste of tuna fish - duckweed is the best description. The piece of bread was far from fresh and hard, no single piece of fruit, cheese or sign of dessert. A small box with 2 chocolates was maybe the only edible item. Coffee and or tea was served in plastic beakers. You do not have any privacy by flying business. This is without any doubt one of the most terrible business classes in Europe. Instead of painting the planes in fancy scenes Brussels Airlines better should offer some decent food and drinks and ban plastic out of the business class. Spending your money on business on this airline is simply a waste in full. Just extremely poor and bad. To avoid!

✅ Trip Verified | Business class from Tel Aviv via Brussels to Berlin. Brussels Airlines offers this connection, so should be able to manage the 55 minutes layover. Flight departed and arrived 30 minutes late, boarding for connecting flight had already ended when we arrived in Brussels. Business class is a normal row with slightly more legroom and no entertainment system. Good food on board. Hotel voucher was given for good hotel near the airport and I was rebooked on another flight to Berlin for the next morning. Waited one hour at Brussels Airport for the hotel shuttle bus. Hotel room was large. Shuttle bus in the morning at 6:55 AM, breakfast from 7 AM. No breakfast voucher, instead breakfast on the plane at 10:30 AM. One of two bags did not arrive in Berlin. One hour of waiting at the luggage belt in Berlin, no information by a company representative whatsoever. Another hour spent in line at lost & found. Bag has not been delivered for four days now. Customer service keeps promising tomorrow. That's what they told me yesterday.

✅ Trip Verified | Brussels to Lyon. Flight cancelled one hour prior to boarding without any explanation. When asked at the desk, the answer was “operational reasons”. This is the most stupid and inconsiderate response an unhappy customer can get. Avoid this company as much as you can.

✅ Trip Verified | Tel Aviv to Toronto via Brussels. First, they lost our bag. Then, when it was finally returned to us, all of the contents were completely destroyed. We filed a case online, to which they responded that they are not responsible for our damaged items. All they could say was we are sorry for destroying your possessions but there is nothing we can do. See the response below, and the lovely agent that took the time out of his day to respond to us. We have flown several times before with computer equipment and have never had a problem. We very thoroughly and tightly wrapped the equipment. I would never fly Brussels Airlines again, and hope that others think twice before flying as well. It’s all about customer service, and Brussels Airlines lacks tact and basic customer courtesy. They are absolutely disgusting. Here is their response: Dear Mr. Benain, Thank you for your message regarding your damaged items during the flight SN552 from Brussels to Toronto on June 16th, 2019. I do apologise that your items were not packed properly after the inspection. However, the Section 8.6 of our General Conditions of Carriage, which are part of the transport contract, stipulates that, for security reasons, your luggage may be checked or searched in your absence. If these inspections or checks damage their contents, we cannot be held responsible. I apologize again for any inconvenience caused, and hope we can retain your confidence in us.

✅ Trip Verified | Trip purchased September 2018 from Greensboro to Florence. Upgraded seats purchased January 2019 Internal issues within the airline and the seats I had selected at time of upgraded purchase were assigned to other passenger the day of travel. At check- in incorrect seat assignment (was in economy) and check in staff notified. Told to check at gate at Dulles. Called Brussels Airlines direct and was told that we had been re-assigned to window and aisle but on the other side of the plane same number. At the gate in Dulles the staff were rude and told us some story about cancelled flight from day before and that they 2 flights going to the same destination at the same time and our plane was changed not the same seat plan which was utter rubbish, it was the same plane. We were delayed by over an hour leaving Dulles but we were able to make up some time so we did not miss our connecting flight. The food was appalling, the flight staff less than customer focused the entire experience with Brussels Airlines was a disaster - which was made even more apparent when we flew home from Florence on Lufthansa, a complete 100% difference.

✅ Trip Verified | Brussels to Bastia. First time I've flown with Brussels Airlines. Staff was very friendly. I could choose my seat for free and had a lot of space for my legs! The only thing i disliked was the price of food and beverages this is too expensive.

<✅ Trip Verified | Paris to Accra via Brussels. At check-in they seemed really strict on allowing only 12kg of cabin luggage. But, as often, in cabin I noticed many people with far more than 12kg. No food or drinks offered on the Paris to Brussels. Poor service overall. I was not able to check in online either.

✅ Trip Verified | Freetown to London via Brussels with Brussels Airlines. Neither of my flights was particularly good. On the outbound flight I had paid for a specific seat in economy class, but the configuration of the actual plane was different than what appeared online, so they instead moved me to a bulkhead seat with no legroom. I ended up paying another $100 inflight to move up to their 'comfort plus' seats. These were very nice, comfortable and spacious, with large TV screens - and will soon be used as Premium Economy when the airline formally rolls out this new class of travel. On the return flight I had again paid for a 'comfort plus' seat, but greatly regretted it. The IFE in my seat wasn't working - nor was it on any of the seats in my row, or the row behind me. I had to ask the crew five times if they could reset it, finally they did, but nothing improved. At one stage one of the crew told me it was "impossible" that none of the IFE were working. The crew on my aisle were quite arrogant and unhelpful. Disappointed by my flights; next time I won't bother paying for any seat selection as I didn't benefit on either leg.

✅ Trip Verified | Catania to Manchester via Brussels. Both flights on time. Pay for catering available but not taken. Staff professional. Change at Brussels was straightforward, and luggage made it as well.

✅ Trip Verified | Brussels to Saint Petersburg. I am very disappointed with the flight. The pilot landed turbulently. The cabin crew took my order incorrectly. The seat is comfortable enough to sit. Brussels airport, which is the base of the airline, announces the gate late that I have to rush there, given there is a designated area for Brussels Airlines.

✅ Trip Verified | I'm somewhat disappointed with this flight. I flew from Vienna to London Via Brussels, and the service wasn't great. The first flight left on time, and we were soon airborne. However, my window seat was disappointing, as the window was very dirty, and it was hard to see out. The inflight service was efficient, apart from the fact that they didn't accept debit cards, and I had no other way to pay. The layover in Brussels was fairly uneventful, and I managed to grab a bite to eat. After a while, my gate was announced, and I headed to the gate. I got to the plane, and I realized it was the exact same plane, and I was sat on the exact same seat. Dirty window again. After takeoff, the inflight service began, and again I was unable to purchase anything. After a very short flight, we landed into Heathrow, and I was faced with a 55 minute line at immigration, so by the time I got out, I wasn't very happy. I personally wouldn't take this flight again. The service was ok I guess, but I would rather fly on a different airline, as I found the whole flight and crew quite cold, and I didn't really enjoy the flights.

✅ Trip Verified | Boarding process from Toronto to Brussels was good. They actually boarded the people at the back of the plane first, impressive. Once I got onboard and prepared for my flight I found that the phone jack in the arm rest had a connection issue as well at the USB port to charge my phone. It showed charging but and I checked up on it 4 times during the flight and it was not properly charging. Worn out electronic connections. To get full audio on my head phones I had to manually pull the conneciton to the right and this was very annoying for an entire flight. Watched one movie and gave up on the rest. Food on the Toronto - Brussels flight was very good. Seat comfort was ok on the longhaul but the Brussels to Athens flight was hard on the neck on the A321. The main reason for this review was that Brussels Airlines didn't have any service on the Brussels to Athens flight. I paid a full international ticket at full value and I expected a meal and drink service as Aegean Airlines would have privided if they did this specific code share. Not even service of a glass of water for over 2.75 hours flight to Athens is terrible. If you buy a budget airline ticket for 40 Euros to 80 Euros like Ryanair I can accept this but not a full fare ticket with multiple Star Alliance Providers.

✅ Trip Verified | Tel Aviv to Brussels. Horrible service. Even water costs money. Snacks cost money. On the cheapest plan, there is no way to change your flight, not even for a fee. There is absolutely no cancellation refund (except for taxes). I contacted customer service. They were of absolutely no use. I would strongly advise considering an alternative.

✅ Trip Verified | I am a weekly traveller from Brussels to Nice return. Since two years Brussels Airlines is achieving in 85 % of the flights a delay of min 30 min to min 60 min. If you have to believe the cabin staff it seems always someone else fault of the delay. Writing Complain letters is useless since you always get the same letter back (automized). Its a lack of respect for the consumer. Shame on you Brussels Airlines! You used to be a premium air carrier, now not even a low budget.

✅ Trip Verified | Brussels to Lisbon. Very poor company. When they are not late, they will make sure that you pay (45€) for your trolley by stating it is not the right size. Their standard size is not standard and many of the bags you’ll buy as cabin luggage won’t fit. Most of the time you will end-up both paying and late. Service is inexistant. Food and drinks of very poor quality but very high price.

✅ Trip Verified | Copenhagen to Vilnius via Brussels. The trip was delayed by twenty minutes, but this was handled professionally by staff. Nice clean aircraft with good legroom. The food served was good, both with regards to quality and quantity. Cabin staff very attentive and jolly. As far as I am concerned this may be one of the best Business Class airlines in Europe, and the price was fair to what I got.

✅ Trip Verified | Copenhagen to Brussels. Not flying again with Brussels Airlines. After having a flight delayed for 5 hours due to operational reasons they refused to give me compensation. A colleague on the same flight, via a third party received the compensation. I did it the right way, via Brussels Airlines website. Brussels Airlines ignores my emails and calls, having done this for 2 months.

Not Verified | London to Prague via Brussels. Full flight and they allow people to bring multiple bags, my soft cover bag is removed from the over head storage and handed back to me so that I can place it under my feet - it's not a small bag. So much for any leg room. I will avoid this airline going forward.

✅ Trip Verified | Long haul service on Brussels Airlines is very good and I now have a number of experiences. On the positive side, a number of things: The service is very nice, the crew being very attentive to the comfort of the passengers. Food and wine are always good and nicely presented. The seat is a true lie-flat which is comfortable and the design of the business cabin is quite intelligent as you have the choice of truly individual seats or having a neighbour. The short haul flights between Brussels and Paris has improved since one year. On the negative side, 3 things: the choices of films and music are both limited and not very attractive (I'm not speaking specifically about this flight but in general) and if the commute in Brussels is often a pain it is only because of long queues at immigration with no fast track which must be unique in Europe. And a true shame: there is no business lounge available in Paris even if Brussels Airlines could easily use their Star Alliance partners lounges in the same terminal (LH and SAS). A big cherry on the cake: the price of the business tickets are truly most competitive.

✅ Trip Verified | Vilnius to Heathrow via Brussels. The staff at the boarding gate wouldn’t allow to take onboard cabin size bag with laptop arguing the have limited luggage space in the aircraft. Upon boarding it was obvious that 1/3 of luggage racks were empty. Why?

✅ Trip Verified | My first experience flying with Brussels Airlines, and I was impressed. The seats were spacious and comfortable, and I slept well when it was converted to a flatbed. IFE was OK, but there wasn't such a large variety of movies available. I enjoyed all of the meals that were served, and they were accompanied by a good selection of wines and beers - I really liked that they stock quiet a variety of beers, including ones from smaller, lesser-know brewers. The crew were all excellent - friendly, polite, attentive and chatty - they were proactive about drinks and refills, which was much appreciated. On my return, the flight was postponed for 24 hours, but the airline was very quick in sorting out accommodation and it was relatively painless. A good airline, made all the better by friendly and cheerful staff.

✅ Trip Verified | Brussels to Rome. Staff on board terrible, no more Brussels Airlines! I had only one Personal bag with me, no trolley, no bag pack, no luggage. Staff told me he would have helped me putting the luggage in the cabin, instead he sent it to the luggage belt without even informing me. I would have liked at least to be informed about my bag sent to the belt so that I could have removed the laptop.

✅ Trip Verified | Zurich to Brussels with Brussels Airlines. If everything goes well, you have a nice trip, but as soon as something happens, customer service is really bad. They don't understand very common situations, move you around from one place to another, mail, phone. I had a 1 day trip, fly in the morning, come back in the evening, it had to be 2 different bookings because of these time constraints it seems. My morning flight was cancelled due to the weather. So I had to cancel my meeting and the evening flight back as well. I had paid the proposed cancellation insurance, so no problem right? Right, after communicating everything to customer service you are pointed to the website, then to email, then to insurance company, then back to email, then to another website form, then back to email. Nobody understands this very simple situation, each person knows only his very own confined set of rules and claims he can't help you. This is just really bad customer service. I thought major airlines were past these issues, but apparently, Brussels Airlines still hasn't figured this out.

✅ Trip Verified | Brussels to London Heathrow. It was supposed to be a short, 50 minute flight, but it ended up taking over 2 hours. When the gate was announced in the airport, the moment we arrived we saw that the plane would depart at 9:55 and not the 9:40 scheduled time. The reason for this was apparently "changing a tire", although oddly the plane was right in front of us the whole time and no tire was changed. As 9:55 loomed, the time of departure was again changed to 10:10, again for the same reason. We finally boarded the plane at around 10 a.m, local time, and departed at about 10:30 a.m. A gentleman sitting behind me lost his connecting flight because of the delays that we experienced, and the flight attendant was rude with him when he asked for help. I was content with the flight comfort wise. The leg space was surprisingly good. I am 1.87 cm tall and i could stretch my legs. Same cannot be said with the service whilst on board. I tried to buy coffee and a sandwich, but they only accepted credit card and no debit card 'because of a fault in the system'. When i offered to pay cash in British Pounds, they refused. Not quite sure why, but it left me without breakfast. Also note that if you are a non-EU citizen landing in the UK, you will need to fill an immigration landing card, but bring a pen on board because to quote the flight attendant "we have pens but are not allowed to give them to passengers". All in all, it was an average experience. I fly this route almost twice a month, but it has always been with British Airways. My first experience with Brussels Airlines, and I think there are things they can work on and improve.

✅ Trip Verified | Manchester to Entebbe via Brussels. We purchased flights back in February 2018 for flights in December. Three of us selected seats and paid the same day. My companion bought at paid for an 'Extra leg room aisle seat'. This was verified by the airline on an itinerary mailed to us. Over the ensuing months a regular check showed all selected seats moving around the plane for no reason and several long distance calls to "Customer care" failed to resolve what was obviously a computer glitch. We received assurances that all was OK and the seats would be provided only to see that the problem persisted right up to the date we were due to fly. At one point we were accused of not having paid for these selections and it took more conversations and mails of the Credit card charge to convince them that the error was theirs and we had paid for all six selections. So it came as no surprise that on check in we received boarding cards for seats we did not reserve. Attempts at the airport to remedy this were just shrugged off as were further attempt by cabin staff. In short Brussels Airlines did not provide the goods purchased. If there was a negative score possible on this site I would use it. Never trust them to perform the simplest of tasks. Happily the flight crew and plane were OK but the rest sucks.

✅ Trip Verified | Brussels to Toronto. I booked this ticket as an Amsterdam to Toronto trip. It turns out Brussels Airlines uses the AMS to BRU airport rail link in place of a flight, which is a great option if travelling light. I wasn't expecting much from this airline, especially after the rigmarole I had to deal while trying to check in. There were a number of airport-related issues, and despite having booked in September already, I was somehow placed on standby. I was given a seat at the gate with no issue, but it was a concerning start to my journey nonetheless. Thankfully, the chaos of the airport was just that. My onboard experience was quite pleasant. Clean newish cabin, comparatively comfortable seats with decent headrests and a good entertainment system. Cabin staff were professional and helpful. It was confusing to be spoken to in French, Flemish and English all on the same flight, but that's Belgium. The food was tasty and was warm when it arrived. However, the speed of the meal service was not great. Sitting towards the back of the plane didn't help this, but it was still over an hour and a half into the flight before I received my meal. An interesting note, I was assigned to seat 41D, which is the first '3' row towards the back. This meant I got 2 TV screens to use, and a choice of 3 tables (two tray tables and fold out). There was also a bit of extra leg room. Overall, Brussels Airlines did what it needed to do quite competently. I would recommend a trans-Atlantic journey with them over a raft of other Euro and North American based airlines.

✅ Trip Verified | We took a round trip to Mumbai from Brussels. The flight to Mumbai on December 9 was okayish. The boarding process was rather chaotic with poor instructions on how sequential boarding is to be done. The in-flight entertainment system is poor (not much choice) and rarely updated. The food and beverages were just about average. On the return flight, however, SN602 on December 31, our experience was really bad. We had provided our food choices (vegetarian food and child meals), while booking the tickets. Thus, the airline had almost 9 months to prepare our meals. However, they ran out of vegetarian meals, which is simply because of bad planning and incompetence. What I was offered instead was non-vegetarian food; when I said 'no', I was offered just a plate with fruit salad and the dessert. I refused that saying that I had pre-booked meals for the family while booking the tickets. The flight crew was a mix of Belgians and an Indian. The two Belgian ladies serving the food just gave up and one of them was not even apologetic and just said - we cannot do anything about it. After a while, the Indian air-hostess came and offered me the child menu. Again ridiculous, but at least she was apologetic about the situation. The child menu contained soggy french fries - never seen worse french fries before. Secondly, the food service was started quite late during the flight. I have flown with various airlines for the last 14 years and from experience I know that on long-distance flights food service and trash collection is completed at least 20 minutes before the flight lands. In this case, there were people still in the toilet 7 minutes before the landing. I have flown with Brussels Airlines both to India and US. Although, the flights to US are not great compared to other airlines, I see a clear difference as to how the flights are handled and how the crew behaves depending on whether the flight is to/from India or US. The flights to US are a little better managed, serviced as compared to flights to India. This is not good! I am glad that Brussels Airlines is stopping their services along Brussels - Mumbai route. I would never fly with this airline again.

✅ Trip Verified | Brussels to Kigali in Economy on A330-200. Boarding was confusing: gate agents were yelling out rows to board but not many people could understand them because they couldn't here them. Otherwise, the flight was a smooth, physically and mentally. Snack of pretzels and crackers was served about 30 minutes after takeoff. Was okay, a bit dry though. After that, a drink service came, with a large variety of juices. Lunch was served about an 1 hour and 45 minutes after takeoff. Choice was Fish or Chicken, I choose Chicken. The meat was very tender, and was served with green beans, carrots, and potato wedges. The meal was also served with couscous salad, Brie cheese, whole wheat bread roll, butter, with lemon tart for desert. Delicious and filling meal. After lunch I napped for an hour, Seats with very comfortable, with flaps on the headrest to support your head and neck. Seat pitch was 32 inches(81 centimeters)very spacious. Seat width was about 17 inches(44 centimeters), so still not bad. Also watched a few movies and tv shows, selection was good but could be better. The magazine had lots of interesting articles so read, but I mostly read my own book. Halfway though the flight, we were served cookies and a drink service. About an 1 hour from landing in Kigali, we were served with a mushroom calzone for dinner, and another drink service. It was better than it looked, with soft crust and flavorful mushroom, though it was a little heavy on the stomach, would've enjoyed something a little more lighter, but I'm not complaining. Soon after, flight attendants served coffee and tea. Landed it Kigali 5 minutes late, but really wasn't a problem. Undoubtedly, the pros were the comfortable seat, good service, good food, and good selections of entertainment. Cons were the confusing boarding process, the aging cabin, and the late departure. To be honest, it was a great flight, would fly with Brussels Airlines again.

Not Verified | I have this evening flown from Manchester to Brussels to connect tomorrow morning with SN flight to Entebbe. Business Class. I fly a lot and have never felt so awfully treated. In Manchester, the boarding announcement called business passengers to board but a lot of people clustering around the gate were allowed to board and the 4 business passengers had to simply wait their turn. On arrival at Brussels, I first spent a time to find the lounge on pier B and when I arrived, it was just about closing. No other lounge available. I was directed to a quiet area with beds. When I arrived there, there were 2 beds, like beds in a refugee camp, and they were both occupied. As a passenger with no better choice of connection to Entebbe and paying 3 times the economy fare, I had to rest in the public area until 5 a.m., nothing to drink and eat all night. What a terrible treatment of premium passengers. I have never been to a capital international airport anywhere in the world where a business lounge closes with no respectable alternative for the price I paid. The airline agent suggested to go to the local Sheraton and I took this as an insult. Based on this experience, I shall never fly SN again or route through Brussels. Simply too terrible for words.

✅ Trip Verified | Toronto to Brussels. Excellent business-class. I had a good sleep quality in the comfortable lay-flat seat. I skipped dinner/breakfast since I wanted to sleep. Coffee was served during approach. Service was friendly.

✅ Trip Verified | Brussels to Madrid. Flight was delayed last minute, staff was very unenthusiastic, mid flight very severe turbulence occurred and flight attendant sounded scared when announcing to fasten our seatbelts. Once we landed there were technical issues with the gate causing us to have to sit on the plane for an extra 30 minutes. Might give this airline a second chance but did not impress me.

✅ Trip Verified | Toronto to Accra via Brussels. Highly recommend this airline for business class. I was lucky to get a 'throne' seat which offers more than enough space and very comfortable recline. Incredibly friendly and attentive service throughout and an overall very pleasant experience. Food was average to above average, but overall good. My only complaint is the very limited IFE selection that also seemed outdated. Other than that i would use Brussels Airlines again (and have so many times!).

✅ Trip Verified | Tel Aviv to Brussels. I am truly appalled by this airline. I will never choose to fly this airline again. They do not provide the minimal needs of the customers such as free water. After 3 hours of feeling very dehydrated and begging for water they provided a cup. I can't believe this is their policy on an international flight to have buy onboard in economy class. I am truly disgusted and disappointed.

✅ Trip Verified | Brussels to Geneva. I booked this flight for a good price one month in advance for a Business trip to Geneva. I arrived at the airport on time, and so did our aircraft, which was arriving from Heraklion (Arrived at the gate at 4pm and was scheduled to arrive at 4pm). At 4:45pm (instead of 4:25pm) we started the boarding. The lady at the boarding desk claimed that the late arrival of the previous flight was apparently the reason of the delay (really?). Boarding was extremely long and everyone was in the plane at 5:15pm (we were expected to take off at 4:50pm). The pilot then announced that we lost our slot in Brussels. Later on he announced we lost the one in Geneva. We took off at 6:15pm and landed at 7:10pm, with more than one hour delay, on a one hour flight. Punctuality is one of the most important aspect passengers look at, even more on short-haul flights. Aircraft was clean and the staff professional. My return flight to Brussels took off with a delay of 40min.

✅ Trip Verified | This flight was surprise for me. I flew with Brussel Airlines from Brussel to Milano with Sukhoj Superjet 100, the operator was Cityjet. The airplane was new and the seat comfortable. The crew was also very nice. This was early morning flight so during the flight almost everybody fell asleep. The flight was smooth and on time. I would like to fly with them again.

✅ Trip Verified | Venice to Brussels. Booked this flight, for a really good price. The online check in was a big struggle, had to re try about 5 times to get my boarding pass on the iphone. As well to see my reservation, as I had to add a suitcase it was often not working on the app, but just from the computer. Once at the airport, the ground staff was polite and basic, nothing special. The best thing is that they board your hand lugagge for free, so you don´t have to carry it around. The A319 was nice, I had good legroom, and I´m a tall person. Luckily i was not flying business cause the layout of it was not looking worth it. The staff in the plane was polite and friendly. What´s disappointing for a star alliance airline is that they are not providing a little snack for a two hours of flight.

Not Verified | Lisbon to Brussels. 8 hours before the flight got an SMS that the flight was canceled. After contacting the helpdesk an alternative: Amsterdam Schiphol and train to Brussels. The flight was 5 hours earlier than planned, but since we wanted to go home the same day, we decided to do so. Flight to Amsterdam delayed more than one hour. In Amsterdam it is not possible to take a suitcase because Brussels Airlines had put Brussels Airport as final destination on the flight tickets which was not recognized by the baggage service in Amsterdam. As a result, the train missed. Have to look for alternative: slow train that took 1 hour longer to pay 120 € yourself. Eventually arrived at Brussels at 1 am at night. The following day an official complaint was submitted. 1 week after returning home our suitcases got back, except our buggy that has never been found. After 3 weeks we received a call again to see whether the complaint had been received with the claim of the train costs and had already been dealt with. Nothing has been heard until today. 120 € and lost a buggy thanks to this company that profiles itself as "more reliable" than Ryanair. A disaster, never again for us. Vlucht Lissabon - Brussel. 8 uur voor de vlucht een sms gekregen dat de vlucht was afgelast. Na contacteren van de helpdesk een alternatief gekregen: Schiphol en trein naar Brussel. De vlucht was 5 uur eerder dan gepland maar aangezien we toch dezelfde dag naar huis wilden daarvoor gekozen. Vlucht naar Schiphol meer dan een uur vertraagd. In Schiphol koffers niet mee omdat Brussels Airlines als eindbestemming op de vliegtickets Brussels Railway had gezet wat niet werd herkend door de bagagedienst in Schiphol. Ten gevolge daarvan de trein gemist. Zelf alternatief moeten zoeken: stoptrein die er 1 uur langer over deed, zelf 120€ moeten betalen. Uiteindelijk om 1h ‘s nachts in brussel gearriveerd. De dag erop een officiële klacht ingediend. 1 week na thuiskomst onze koffers terug gekregen, behalve onze buggy die nooit is terug gevonden. Na 3 weken nog eens gebeld of de klacht met terugeisen van de treinkosten was ontvangen en reeds behandeld. Daar met een kluitje in het riet gestuurd geweest. Tot op heden nog steeds niks vernomen. 120€ en een buggy kwijt dankzij deze firma die zichzelf profileert als “betrouwbaarder” dan Ryanair. Een ramp, nooit meer voor ons.

✅ Trip Verified | I have waited four months to post this for reasons that will become apparent. I was scheduled to fly on the evening flight from Birmingham to Brussels in June, the flight was cancelled at 4 hours notice and after I had left for the airport. When I arrived I was told 'you are booked on the 10.40 flight tomorrow'; strange as there is no 10.40 flight normally. I was offered no explanation for the cancellation and when I asked was told it was 'crewing problems'. I asked if I could go on the 06.15 flight next morning, they seemed surprised I knew about this and was told three times that 'it is already overbooked by four passengers'. I then asked what I was supposed to do for the night and told to go home; I pointed out that I lived a two hour drive from the airport and was very reluctantly booked into a hotel. On arriving at the airport the next morning I discovered that the 06.15 flight had also been cancelled, so two flights, one of which was 'overbooked', cancelled. A surprise then that the 10.40 flight was only just over half full. The result of all this is that I was delayed by 17 hours and missed a meeting that I should have attended. We now come to the really shameful part of this whole story. I contacted Brussels Airlines they day after my return from Brussels to claim the €250 compensation that they are legally required to pay delayed passengers. After six weeks and several emails I was told that I was due €250 and that I could expect payment in '4-6 weeks' - funny, when I paid my fare it took about 10 seconds. Well, six weeks has passed and guess what, no payment. I was also told that my original flight had been cancelled for 'technical reasons' and passenger safety; strange that they didn't mention that at the airport. I have been flying with Brussels Airlines and its predecessors SABENA and SN Brussels for over 25 years; they have always been at the poor end of the scale but this recent experience is a new low, they have nothing but contempt for their customers.Just for information, I paid £315 for the two one-hour flights between Birmingham and Brussels (by no means the lowest price I have paid over the years): for this I got no refreshments, no hold baggage - nothing except an economy seat. I am pleased to report that the response of passengers when cabin crew came round asking if we would like to buy a coffee and a snack was as you might expect. I have flown with around 80 airlines around the world, including several 'low cost' airlines, I would rather go with any of them before Brussels Airlines.

✅ Trip Verified | London to Mumbai via Brussels. The gate agent in London was very nice and gave me seats in which no one was seated next to me. The safety video on Brussels Airlines was quite entertaining and captured the spirit of Belgium quite well. We were served complimentary breakfast snack packaged in a box during short flight from London to Brussels. My connecting flight from Brussels to Mumbai was on a dated, but comfortable Airbus A330. The touchscreen IFE had a nice collection of movies for the 8 hour flight, and I was able to charge my phone with USB outlet. The vegetarian meal served on-board was delicious. Since Belgium is famous for chocolates, I was hoping that Brussels Airlines will serve chocolates in economy class (similar to Swiss), but they didn't. Overall, I had a pleasant experience and wouldn't mind flying Brussels Airlines again.

✅ Trip Verified | Had a ticket to Oporto with connection in Brussels. The flight departed 1 hour late and I lost my connection. Had to transform a 3 hours trip into a 10 hours trip. They gave a connection to Geneva and then Oporto that made me spend the whole day in the airport. Lousy airline, doesn’t care about the customers, doesnt care about schedules, is always understaffed so everything takes forever.

✅ Trip Verified | Entebbe to Brussels. Nice clean cabin. Food was decent but nothing special. Free drinks and headphones were provided on the flight along with the usual selection of old and bad films. All in all a decent budget airline.

✅ Trip Verified | Geneva to Brussels. Horrible airline, delay on both ends of the trip, one hour on departure, the next one two and a half hours. Staff totally unconcerned and the excuses are laughable.

✅ Trip Verified | Vienna to Manchester via Brussels. Lies, misinformation and appalling customer service. There was a 75 minute delay in Vienna with a stop over in Brussels for a connection to Manchester of 90 minutes. While on the Vienna Brussels leg of the flight I asked staff if baggage would be transferred to the connection. They told me to check at the gate. When arrived in Brussels there was a 45 minute delay on the second leg to Manchester. The staff at the gate in Brussels confirmed that my luggage had already been transferred, when I arrived in Manchester no luggage was delivered. I called customer service and was left on hold twice for more than 29 minutes. No answer. Sent message on messenger and got a 'cut and paste' robot answer stating the airline has 21 days to find the luggage. I submitted online form which took ages from a mobile phone. Other customers from other destinations also had delays. Thus is a cheap, low cost airline, pretending to be the same as a national carrier. I would never fly with them again. Avoid at all costs.

✅ Trip Verified | Birmingham to Brussels. Avoid this 3rd rate airline at all costs if you want to get to your destination. We were stood for 50 minutes on the bus after leaving the gate, no explanation as to why. When I did ask the response from the rude member of staff was, technical issues, then 10 minutes later it was crewing issues, then 10 minutes after that it was safety issues. So we were then told the flight was cancelled and given a number to ring, 1 hour 30 minutes later on hold no answer. Staff at the airport were more concerned about passengers returning their duty free than offering advice or any alternative flights. I suspect that the real reason the flights get was cancelled was because it was only 1/3 full and it was cheaper to cancel than operate the flight.

Not Verified | Milan to Washington via Brussels. Booked through United for trip to Italy from United States. Did not see in fine print that United subcontracted out to Brussels Airlines. Brussels Airlines cancelled full flight at the time of departure! This caused the entire flight of passengers to get reticketed. There is one person handling for the entire flight. Four hours later, I was rebooked through a different airline and forced to fly into airport in a different state in order to get home. I submitted a claim online as this is the only avenue provided by Brussels Air to do so. It has been over six weeks and I have yet to receive any communication from Brussels Air for the refund. I attempted to call and actually speak with a person - forget it! I called 3x and each time was on hold more than 30 minutes without anyone picking up. United will not take any responsibility for refunds either since it's Brussels Air despite their business relationship to this airline. Do not fly United or Brussels Airlines.

✅ Trip Verified | Brussels to Geneva. It’s pointless to “apologize” for the delay and blame it on the previous flight if every single flight we took with Brussels Airlines was over 1h late. If customers bother to take the time to arrive on time you might try to do the same. Not flying with you again.

Not Verified | Berlin to Brussels. Flight cancelled after 2 hour queue allocated to a flight 9 hours later. Said flight delayed. And in meantime they allocated a standby status to us which generated huge stress as we didn't know if we would even fly later. Cabin crew blase about the 9.5 hour delay. Nothing special about their treatment of customers at all. I can't recommend not flying with them enough.

✅ Trip Verified | Mumbai to Washington via Brussels. Onward flight from Brussels to Washington DC on July 10 was cancelled after all passengers were checked in, without any reason. The airline ticketing counter was flooded with more than 200 passengers. No help/reason for cancellation / apology was forthcoming. Rerouting was an extremely slow process took more than 5 hours as for most of the time only 2 personnel were deployed. The authorities would not deploy more staff. In the process most of the flights for the day left and all got tickets only for the next day. Ticketing staff were unhelpful and curt. Moreover, those without Schengen visas were not given hotels and have to make good in A hall with highly uncomfortable sleeping arrangements.

✅ Trip Verified | I regularly fly with Brussels Airlines from Birmingham to Brussels to visit family and recently their customer care has gone from bad to worse. Both flights I've taken this year have been cancelled at short notice with little or no communication. Staff have no clue, are often rude and don't seem to communicate with each other at all, it always seems to be another department's problem. They make raising a complaint as difficult as they can and very little is offered in terms of apology. Will take take flights from a different airport in future so I don't have to use Brussels Airlines anymore.

✅ Trip Verified | Abidjan to Brussels via Ouagadougou. I do not personally think that SABENA really deserved the motto “Such A Bad Experience Never Again”, but Brussels Airlines certainly do. You are warned. Never take this company. Particularly, if they foresee a technical issue. For the simple reason that they do not permanently have maintenance facilities and, even, a simple technician at the place of the technical issue. Therefore, if anything happens there and they cannot find by any technician hanging around by chance, then they need to send somebody from Brussels, which means by default a 24 hours delay at the place of the technical issue. Can you believe this? No? It is nevertheless true. They admitted it openly during the 30th of June, 2018 flight from Abidjan to Brussels, with a technical issue in Ouagadougou. We remained stacked at picturesque Ouagadougou for a whole day, because, by “bad luck” (as they said) Air France wasn’t that day at Ouagadougou and they could “borrow” their technician (as again they said). As to the assistance at the Ouagadougou airport (about midnight), well, less than nothing; we have to find by ourselves the staff distributing hotel vouchers, to find by ourselves the hotels shuttle busses etc. Does LH which proudly announces the Brussels Airlines participation to the Star Alliance is aware of all this?

✅ Trip Verified | Lisbon to Brussels. I read a few days before my scheduled flight that a strike was announced at Brussels Airlines. I immediately called the call center and they suggested a flight to me at 12:25 am. When I asked which company, the employee answered me 'SN Brussels Airlines'. They are on strike that day? Yes, indeed, but it is 4 days later. Completely worthless and apparently the employee could not find a better option. A little later I received an email that my flight was indeed going to be canceled. In the meantime I had booked a flight with Ryanair myself: they still had tickets available on the day of the flight, but the Brussels Airlines employee could not or could not book them. A few days later I received an e-mail from the booking of Brussels Airlines to a Lufthansa flight 24 hours after my planned date: I could not do anything with that either. Once we were home, we filed a claim by registered mail: except for an acknowledgment of receipt, I was not allowed to hear from them, despite several reminders. The service they offer is now a copy of Ryanair: rudimentary and once it goes wrong you are alone: ​​a worthless service center and non-existent after service. Take your business elsewhere, that's what I will do in the future.

✅ Trip Verified | Mumbai to Toronto via Brussels. In-flight entertainment is poor, be cautious in selection of food at the time of ticket booking. Toilets are in poor condition. Not up to the mark for long journeys. No comfort at all.

✅ Trip Verified | I had a Brussels Airlines ticket Lisbon to Edinburgh via Brussels, and Brusselsto Ljubljana. First flight from Lisbon to Brussels was nice, cabin attendants did really nice job. Second leg delayed, however still fine. The problem with Brussels airlines is their customer service. When I did my check in from Edinburgh to Brussels and Ljubljana despite there was an original departing time in the system, the generated boarding pass from Edinburgh to Brussels was with new later departing time meaning missing my connection flight to Ljubljana. You have to be extremely careful since the only information about the change in departing time was only in the boarding pass. First I called Brussels airlines phone number at Edinburgh Airport. They confirmed new departure time, however not being able to help since they are only an agent and not really Brussels airlines office. After that I spend several hours on the phone and have never ever before experienced such attitude form any representative form any airline. The first phone was to Brussels Airlines in Brussels. Male representative was the rudest possible, stating that I'm obviously lying about the situation, was not willing to help and after several attempts to explain the situation offered me an alternative, flying from Edinburgh to London, then Helsinki and form Helsinki to Ljubljana. He made a clear statement that this is the only possible alternative. Quite strange, since there was possible to get new tickets, much better ones, most of them even with Star alliance members. I refused. Called later Brussels airlines in London. The lady who spoke hardly understandable English confirmed the new departure time, however claimed that the flight from Brussels to Ljubljana, operated by Adria Airways, will also be delayed and that in such cases they are not obliged to rebook me to a different flight. Called Adria Airways in Ljubljana and they were surprised by the information about their flight being delayed. And in fact, it wasn't. She was the second representative of Brussels airlines who obviously lied about the situation. At 1 am in the morning the same day that I had a flight I called London Brussels Airlines again and finally got a lady on the phone willing to help. She changed my flight, even asked about the preferences, so at the end I was able to fly a bit earlier from Edinburgh to Ljubljana via Zurich. I've never experienced such appalling customer service with airline representatives obviously lying just to do noting regarding their responsibilities. Truly frustrating. Will definitely avoid Brussels Airlines in the future.

✅ Trip Verified | Brussels to Birmingham. Flight supposed to land at 21.35, landed at 2am at night. No trains at that time, hence had to take taxi. 3 weeks later they still haven't even replied to my request for a refund of taxi expenses. Customer service appalling. Avoid.

Not Verified | Brussels to Douala. Agent was very unprofessional. My sister and I approached her to have our seats next to each other. She changed it to different seats but not next to each other. When asked, she had an attitude that we could take it or leave it. We left for our seats and realised that she had put the same names on both boarding pass. We returned to her, she never apologised and still had an attitude. I was very shocked. What poor customer service. So disappointed and will not take Brussels Airlines again.

✅ Trip Verified | Brussels to Orlando via Toronto. This airline is a total disgrace! They informed by SMS 4 hours before departure that the flight to Toronto was canceled and postponed by 24 hours. No alternative offered, no contact number given. I am LH HON Circle member and they have several means to reach me for discussing options. Not so Brussels Airlines: they just don't care! It took me 35 minutes to get somebody on the phone and it took this person another 45 minutes to fix an alternative. Actually at that time only one option was left including a downgrade on one flight sector. In the airport, nobody of the staff felt responsible. The only thing they offered is to write an email using a contact form on their website. This airline does not deserve to be part of Lufthansa group. It should be shut down and buried for ever. Nobody in the world needs such an airline - total disgrace.

✅ Trip Verified | Berlin to Brussels. Change of plans, decided not to board one of the flights on my multi-city reservation (cannot even be considered a proper return flight). Received an e-mail from the company saying that since I had a no-show on the "outbound leg" they had cancelled my "return" flight. Tried to contact costumer service for 2 days with no success (phone - no answer, e-mail - no answer, and facebook messenger - answer with same explanation for the occurrence, no proposed solution presented). Unacceptable. EDITOR TIP: We suggest to check Condition 3.3.3 No Show https://www.brusselsairlines.com/com/misc/conditions.aspx

✅ Trip Verified | I understand from thousands of flights in my life, things can go wrong. What I cannot stand is deceitfulness and downright lies. Brussels Airlines through their incompetence, made us miss connections (we went to LHR eventually via Zurich) and had to fly to our ultimate destination Myanmar one day late. OK, it can happen, however we were told three times 'no problem, your baggage is taken care of'. When we arrived in LHR the only representative of the Lufthansa group were some baggage handlers who knew nothing, everyone else was long gone (22.30). When we finally arrived in Yangon a very helpful Thai Airways staff member traced our baggage to Brussels. It hadn't moved and we had been lied to. Since then we've been invited to fill in forms, we've been asked for other forms of which we have no idea, the overall impression is of total lack of care or interest, just do nothing until the complainer goes away. It will be reflected in our future use of this group. The staff they currently have are unable to run a business and need retraining, if the front of the plane staff are the same as the others not sure I want to fly their airline ever again.

✅ Trip Verified | Toulouse to Tel Aviv via Brussels. The worst experience ever! Both of my flights! Delayed and got me to lose days of work. Losing my partner suitcase (hasn't been recovered until the end of the trip). Definitely wont be traveling with this horror-flight company.

✅ Trip Verified | Brussels to Copenhagen. Flight was cancelled. We did not get any help or information. The service was very poor, they just didn't care. We stood in line for hours with no help. Just don't do it, it’s not worth it.

✅ Trip Verified | I won't fly with this airline ever. The food during the flight is simply unsavoury. Then the first day of my Holidays, i received an email saying that my return flight was canceled because of strikes. I tried to call them 4 times before managing to reach one of their customer support. The guy did not find any ticket to replace my flight the same day (even though Malaga airport to brussels, or even charleroi, is certainly an abusively served connection). I asked him for my refund, as stated in their email, and they just told me to look with the website I used to book the tickets in the first place. So I eventually ended up having to buy an extraordinarily expensive ticket, without being sure to be reimbursed (for maximum a partial amount of the price). They just lost many customers, and forever.

✅ Trip Verified | Berlin to Brussels. Very pleasant airline. Great service and nice personnel. We flew on time. The extra service to offer me some lemons in my tea was lovely. Next time I will fly with Brussels airlines. It’s worth the extra km from the Netherlands.

✅ Trip Verified | Brussels to Marrakech. Expensive tickets, for quality far below par. You get a the Ryanair service for twice the price. You will pay extra for every extra. You even have to pay for a non alcoholic drink, even when your flight has over an hour of delay. Ground staff was very unfriendly (typical bureaucracy attitude. Very bad experience avoid at all times).

✅ Trip Verified | Tried to buy one checked in bag via the Brussels Airlines website one day before our flight. Received the message that the transaction was successful. In fact they charged my credit card twice for the one bag. The next day in the airport there was no info in the system that I had paid for the bag. So I could pay again, at the higher tariff. On the way back from Lisbon the same story: no info that I had paid for the bag as check-in baggage. So Brussels Airlines cheated me out of 140 Euros. I complained via their website, giving all evidence. No response. I wrote to their Brussels head office, the only address on the website. No acknowledgement, no response. This was a holiday trip, but do you think I shall ever fly this airline again on business? It is about time that Lufthanse teaches them a bit about customer service delivery.

✅ Trip Verified | Brussels to Toronto. We had read a lot of bad reviews regarding Brussels Airlines and the service. We were pleasantly surprised by how good it was on our trip. We loved the food and the service was excellent and very attentive. What was a little disappointing was the entertainment on a long haul flight. There was a selection of about 40 movies and if you travel often this can be a bit limited on a long haul flight. Also our kids 10 & 8 were looked after well with a nice sticker book that kept them entertained for a couple of hours. The kids movie selection was even less, 5 movies max, but maybe mine are really spoiled and they have almost seen all kids movies.

✅ Trip Verified | I booked and paid extra for an Economy Privilege seat for my flight on the 13th of January 2018, but was not given all of the 'priviléges' that are supposed to be part of this booking. I complained but did not receive a reaction. I had to ask twice for an answer and finally received a 'standard' apology. Not what one would expect, certainly not as a frequent customer (with a frequent flyer status). I think it would have been correct to either: - refund me the extra payment for this 'privilege' (120 euro) - or offer me a privilege upgrade on one of my future flights. More in general: 'standard' answers by a customer service add to the frustration. So a budget airline after all?

✅ Trip Verified | I have travelled extensively on many airlines and Brussels Airlines are the worst I have experienced. Quality overall is low, poor food, poor seats, poor entertainment choice, outdated planes in poor repair. On top of that the service is poor too, a fellow passenger had some dirty looks and loud huffing and puffing from a attendant for talking at a normal level while they were sleeping nearby. My interactions felt similarly unfriendly, with little desire to help, and much more interest in chatting among themselves. You will be better off with pretty much any other airline, I wouldn’t recommend travelling with them if you have any other choice.