Brussels Airlines

Customer Reviews

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

“disheartening incident of discrimination”

(United States)

Not Verified | Today’s flight from Brussels to Yaoundé was marred by a disheartening incident of apparent discrimination during the boarding process. Despite the assigned boarding group numbers, the airline appeared to prioritize boarding passengers from Cameroon over following the established procedure. The disregard for the boarding group numbers was distressing, as it resulted in a sense of unfair treatment and disregard for the passenger experience. Furthermore, the attitude of the airline staff, who seemed unresponsive and unwilling to address the concerns raised by passengers, only exacerbated the situation. As a traveler, experiencing such treatment is profoundly disappointing and casts a shadow over the entire journey. It's particularly troubling that the reasons for this apparent discrimination were not communicated, leaving passengers feeling marginalized and disrespected. This experience has undoubtedly left a lasting impression, and regrettably, it will be my first and last time traveling with SN Brussels Airlines. Discrimination has no place in the travel industry, and I hope that the airline takes this matter seriously, addressing it with urgency and implementing measures to prevent similar incidents in the future. I believe that open and honest communication, along with a commitment to fair and respectful treatment of all passengers, is fundamental to fostering a welcoming and inclusive travel environment. It is my sincere hope that SN Brussels Airlines will prioritize addressing this issue and work towards creating a travel experience that upholds the values of equality and dignity for all passengers. Thank you for allowing me to share my experience, and I hope that through constructive feedback, positive change can be realized in the travel industry.
AircraftA330-300
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteBrussels to Yaoundé
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Never fly on Brussels Airlines"

(United States)

Not Verified | I booked two tickets on flights from Newark, NJ to Paris, France and return on Brussels Airlines (operated by United Airlines) using Chase Ultimate Rewards for October 2023. The morning after arriving in Paris I received an email from Brussels Airlines informing me that my return tickets had been canceled because I had not flown to Paris. This was quite a surprise since I had been on the flight and was in Paris. I borrowed a phone and called Brussels Airlines. Their call center representative took a long time to understand the problem then to verify with United that we had been on the flight. He then attempted to book me on a Lufthansa (Brussels parent company) flight at exactly the same date and time as my return Brussels flight would have been - clearly the same United flight. He could not successfully do so because the computer was sure I hadn't flown to Paris. After 45 minutes he advised me to call Chase Ultimate Rewards. I called Chase. Chase disclaimed any responsibility. I was left high and dry with no tickets to go home. I decided not to ruin our vacation and purchased two tickets home on that same United flight for an additional $2,700. Since I got home a week ago I have been unsuccessfully trying to get a refund from Brussels Airlines and compensation for the replacement return tickets. Lessons learned: Never fly on Brussels Airlines (or Lufthansa) and never rely on Chase Ultimate Rewards to be any help whatsoever if you have a problem with a company they booked for you using points.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Paris
Date FlownOctober 2023
Value For Money 12345
no
1/10

"my experience was abysmal"

(Belgium)

Not Verified | I recently flew with Brussels Airlines, and I must say my experience was abysmal. Despite paying a hefty €600 for my ticket and ensuring I paid for my suitcase allowance, I was confronted with unexpected rudeness by the staff. The audacity reached its peak when they attempted to confiscate my suitcase – mind you, the overhead compartments had plenty of space. Their justification? They wanted me to pay for an "upgrade." It's baffling to be treated in such a manner after spending a significant amount on a ticket. Brussels Airlines, you need a serious lesson in customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBruxelles to Naples
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"did not see my checked luggage"

(United States)

Trip Verified | Brussels Airlines is the only carrier that offers non-stop service between Bordeaux, France and Brussels, Belgium, not on its own metal but via CityJet. Departure time was delayed a few times, and we were finally off the ground for Brussels. The flight itself was uneventful, until I got to Brussels airport and did not see my checked luggage. The thing was, there were quite a few other passengers on the same flight ran into the same issue. That really screwed up my plan in Brussels as I stayed there for only 3 days. They finally found and shipped the luggage to my home in New York City a week later. There was one positive thing, though. The airline had constantly kept me informed about the status of the luggage search, though it was simply "we have not found it yet, and we are continuing to search". I still recommend the airline for that reason, plus the fact that it offers the only non-stop flight between the cities, where there is no other viable option, including any one-seat train service.
AircraftCRJ900
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBordeaux to Brussels
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"A positive experience"

(Belgium)

Trip Verified |   A positive experience with Brussels Airlines. Plane was clean, and boarding was smooth and controlled. Departure was almost on time, as was arrival. Well done Brussels Airlines.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrussels to Naples
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"seems to privilege friends or family"

(Belgium)

Not Verified | Low cost attitude without any respect for prime customers. Brussels airlines is the only airline where they have somebody who seems to privilege friends or family and often kicks you out of your seat of choice. I am a 1K lifetime gold/million miler on United and my seat was changed twice, without notice on this specific flight. When checking in, the airline staff was even lying and said that the seat I booked was 'defect', while it was clearly occupied when in the plane. I further had 3 more similar incidents this year and will avoid the airline for sure. Unlike the fact that i fly over 100,000 miles per year, cannot even remember such issues with any other airline. Besides this the aircraft are very old A330 with average service. The airline is focused to Africa where low standards may be acceptable but there are much better alternatives for transatlantic. To avoid for sure.
AircraftA330
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteWashington to Brussels
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"Departure delayed by 3h 30"

(Belgium)

Trip Verified | Departure was delayed by 3h 30' due to a sick captain to replace and technical problems with the aircraft. Despite the terrible delay (I was also flying with a pet in the cabin, imagine keeping an animal in a cage for 3h30' extra time), the company only provided a voucher for 5 Euro (minimum cost of a drink in the airport 5.20 Euro) Reicompensation was refused because the arrival delay was 2h55' In a few words, Brussels Airlines thinks that 5 Euro are enough to compensate for such a disservice.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHeraklion to Bruxelles
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"a clear absence of support or assistance"

(Norway)

Trip Verified | I am thoroughly disappointed with my recent experience involving my flight booking with Brussels Airlines and the associated travel agency, flysmarter. What initially seemed to be a simple 12-hour journey turned into an inordinate ordeal that continues to persist. My original flight booking was set to have a total travel time of slightly over 12 hours. However, I was recently notified that due to a prolonged layover in Brussels, my travel time would inflate to a staggering 27 hours. Given the unwelcome increase of 18 hours, I felt compelled to cancel my journey. Shockingly, upon deciding to cancel, flysmarter demanded a cancellation fee of 500 NOK, despite the drastic alteration in my travel itinerary by Brussels Airlines. This appears highly unreasonable to me. The substantial changes to my journey were beyond my control and it seems deeply unfair to be financially penalized for such unforeseen adjustments. I've exhausted all efforts to seek resolution through customer service at both Brussels Airlines and flysmarter, but to no avail. It has been a fruitless game of passing the buck between the two entities, with neither willing to assume responsibility. The fruitless back-and-forth communication resulted in three hours of wasted time, leading to mounting frustration. I am deeply dissatisfied with the lack of customer-centricity displayed by both Brussels Airlines and flysmarter. I strongly caution potential travelers to weigh their options carefully before choosing to fly with Brussels Airlines or book through flysmarter. Should your travel plans not unfold as anticipated, it seems there's a clear absence of support or assistance. What's worse, you may find yourself unfairly financially penalized for circumstances entirely outside of your control. I wouldn't wish this disheartening experience on anyone else. Please take a look at the attached screenshot that clearly illustrates the blame game being played by Brussels Airlines and flysmarter. It is a reflection of their incredibly poor service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOslo to Toronto
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"acting like a low cost airline"

(Belgium)

Trip Verified | Extremely bad customer service. There are always delays and I have had the problem of adding extra luggage a few times, they say that you can add it for 30 euros (official fee) and when you try, they say it's not possible and that you have to pay 70 euros instead at the airport to do so! They never reply to any emails or messages or complaint forms etc. The tickets cost a fortune and they don't even offer a glass of water for a five-hour flight. The seats are becoming harder, less comfortable and narrower, and Brussels Airlines is acting like a low cost airline which it most definitely is not given the exaggerated fees. What a rip off! Highly disappointed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrussels to Yerevan
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I am profoundly disappointed"

(Switzerland)

Trip Verified | I am profoundly disappointed by the treatment I have received following the cancellation of my upcoming flight. Upon the cancellation, I was rebooked on an alternative flight that is completely unsuitable for my needs. Seeking assistance, I reached out to the customer service center, hoping for a solution. To my dismay, I encountered inflexibility, misinformation and deception. Such disregard is simply unacceptable, especially when facing circumstances beyond my control.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGeneva to Brussels
Date FlownJuly 2023
Value For Money 12345
no