Brussels Airlines

✅ Trip Verified | Terrible unhelpful staff. Since checking the passport, the staff was rude and impolite, quite even as rude if you are a foreign, we arrived 40 min later. Too long times to waste, really bad experience with this airline!

✅ Trip Verified | My first flight was delayed so I missed the connecting one. A customer representative met me at the gate, told me that I will get an SMS/email with the rerouting and that I can talk to the customer service kiosk. He gave me a new boarding pass and ran away without waiting for my response. Upon examination, it turned out that the boarding pass was for another person (no authentication procedure). The customer service kiosk informed me that I should come tomorrow because it was late, and their system was already closed. They gave me a voucher for the hotel and told me that the voucher includes food as well. However, the hotel showed me that they did not include the food in the voucher. The phone service told me that everything would be included in the SMS/email so that they had nothing to add to that. The new flight was in the evening of next day because all morning flights were booked. They did not give me the lunch voucher because “the company does not give lunch vouchers”. I took a taxi from the hotel to the airport. They asked me why I did not take the shuttle. When I told them that the shuttle was unavailable because it was limited to specific hours, they were not happy with the answer. Most of their representatives at the airport spoke broken English that was hard for me to understand.

✅ Trip Verified | I was extremely disappointed by their service. I am a professional golfer and was traveling for a tournament in Amsterdam via Brussels. My bag didn’t arrive with me and they said it will arrive the next day. I called to see if it had arrived and they said my bag was in Brussels so I drove 2 hours to go get it. Turns out it wasn’t there. I never received my bag the entire week, a week later when I arrived back at Madrid Barajas airport, my golf bag was abandoned on one of the belts. I emailed customer service about the damage they have caused but they stopped replying after a while AND I never received an apology. Truly disappointing.

✅ Trip Verified | This is European Business Class further in decline. My flights were from Heathrow to Tenerife via Brussels. While I checked in quickly, the boarding was a mess. There was a sign indicating priority boarding, but once announced, no attempt was made to navigate the economy passengers from the premium passengers queues. This meant a scramble with everybody rushing to board, which also meant delays. This happened on three of the four flights I took. Once on board, I noticed there was no curtain separation between the two cabins. Instead a small card with the sign 'Economy' was stuck onto the third row seat indicating that it was economy class beyond that. It was so cheap and shoddy. The seating has a paltry 29-inch pitch, with the middle seat empty - standard European configuration. After a long wait, we took off to Brussels, and a small unappetizing snack was served, with hot beverages in paper cups, and alcoholic drinks in a glass. The same routine followed on my return from Brussels to London. On the flights between Brussels and Tenerife, which were four hours and fifteen minutes, a hot meal was served both ways. One was overcooked pasta, and the other was a piece of chicken with mashed peas. Both were unappetizing. The wooden disposable cutlery made it difficult to cut the tough chicken. The only thing I enjoyed was the two pieces of Neuhaus Belgian chocolate presented in a little box. There were no refills for drinks offered and had to wait a long time for the trays to be cleared as the crew were busy selling food in the economy section. No smiles or any crew engaging with the passengers whatsoever, as they simply 'dumped' the little tray of food on us. Several of us in 'business' class had to use the call button to get a drinks refill - it was pathetic. This was like a bad low-cost airline with a tasteless meal thrown in. All four flights were delayed from 45 minutes to up to two hours.

✅ Trip Verified | Within 2 days flights from Lisbon to Brussels and from Brussels to Stockholm delays of at least 1 h, without any explanation. And of course, delays were announced with short notice before the departure

✅ Trip Verified | The service on the ground is very basic but friendly and due to local infrastructure in Africa there is not much they can do. On board they are very friendly and take care of you. They welcome you with champagne or juice. The seat becomes a full reclined bed, movie selection is not great but they have some 20+ options. They offer 3 kinds of entrees and 2 main dishes with some dessert and a wide variety of wines and beers. One of my options was not available but the FA made sure I would be the first one to be served on the second round and she kept her promise. Flight left on time, overall I would fly them again for sure.

✅ Trip Verified | Brussels Airlines sells you a seat and then, two days before departure, sends you an email telling you they have given it to someone else! Their email tells you you can still change your seat if you are unhappy, but bad luck when you try to do so; the website tells you you must wait for 24h before departure. This company has no respect for engagement, leave alone for their customers; no wonder their financial situation is terrible, and who would be missing such an arrogant company?

✅ Trip Verified | The boarding was late for 45 minutes, and after that there was a delay for 2 hours while all passengers were on the plane. The flight attendants passed by me while serving food without bothering themselves to ask what I want to have. When I asked them, simply responded “we’re sorry we didn’t see you”. It was one of most awful experience I had.

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

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