Brussels Airlines

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

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

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

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

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

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

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

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

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

Not Verified | I have never, in a life time of frequent flying, come across a customer service that is so ferociously, exceptionally poor. I have called eight times in five days to resolve an issue with my booking and each time been told that someone would call back that same day to help me with my issue. So far no one has called back. The flight was this morning. This is worse than Ryanair, worse than anything I have come across ever.