Brussels Airlines

✅ Trip Verified | They cancelled one of the flights out, after which I requested a refund. Instead of telling me how much i would get back as the refund for the inbound flight, they refused and said they would email me and process the refund within 15 days. Following this, I heard nothing so a week later called them. The lady again refused to tell me what my refund would be, and said I would get an email asking for my iban so they can give me the refund. They refused to let me talk to the refund department and refused to send me anything in writing. So then again nothing received after the phone call, I call again. Here the lady was apologetic and said I would get a refund within 15 days and she took my IBAN down manually. Then I got an email saying they do not give refunds until after a flight is taken, again still refusing to tell me what I would get back, (bear in mind in the meanwhile i had to fork out hundreds of €€€ on a replacement return flight with a different airline, did Brussels care about leaving me in this situation, no) but that she would send something to the refund department and it is in process. A monmth later and I still have nothing. Only when i called again and said i had opened a case with a consumer watchdog did they finally send me in writing what my refund would be. At this point they still haven't sent me anything back. It's one thing to cancel a flight, but to then string customers along and withhold their money and provide a disgusting lack of service or empathy in the meantime is beyond unforgivable. I have had situations with way more budget no frills airlines who have handled it tons more reasonably than these guys.

✅ Trip Verified | My partner and I flew out on his 30th birthday from Birmingham to Brussels. We did not disclose this fact to anybody yet pre flight during the safety checks the steward stopped to say 'sir I believe it is your birthday today', then presented us with some delicious Belgian chocolates and welcomed us aboard personally offering us a complimentary drink during the flight. We were so impressed with this above-and-beyond customer service. During the whole flight the way the crew interacted with everybody was first rate service. The flight there and back was very relaxing and smooth. Would fly with Brussels Airlines again.

✅ Trip Verified | Berlin to Brussels. Being Belgian I am ashamed that this company represents us. 1) Delay: I have flown very regularly (around 20 flights last year) with them and there was always (always!) a problem. More than half the times the plane was late, from half an hour to 3 hours (on a 1 hour flight). Not enough time is foreseen between flights so a single problem during the first flight of the day and the whole planning is screwed. It happens so often that they have a contingency plan: a 0,5€ chocolate to make the customers forget about the time they lose. 2) Luggage (responsibility shared with Brussels airport) The luggage’s take forever to be delivered (often more than 1 hour while easyjet does it in 20 minutes at the same airport). My luggage (Samsonite cabin size) was sent twice to the lost and found for no reason. 3) service staff are very nice for business passengers, ok for economy class. Food on board is ok in business. Better than most airlines in economy (must pay). Seats in economy are similar to easyjet. Fidelity program is purposely unclear. 4) Price This is the worst part. The value for money is just bad. Expect to always pay one of the highest price on every route they fly. I value time and especially punctuality very high so for me this is literally the worst possible value for money. I fly a lot for work and I don’t chose the airline. I do see the ticket price though.

✅ Trip Verified | Copenhagen to Bilbao via Brussels. After being a frequent traveler with Brussels airlines, because of this last incident it will be my last. I traveled with my small cabin suitcase and a small bag (allowed by the rules of the airline) from CPH to Bilbao via Brussels and just before I was going to enter in the plane, I was stopped by a rude staff employee from Brussels airlines, ordering me that the plane was full and I needed to check in my suitcase or otherwise they would not let me in. After I insisted that I had to layover for less than 1 hour in Brussels and the risk of losing the baggage was high they still forced me to check in the baggage. Well, not only the plane was not full, but indeed they lost my baggage at Brussels so I had to wait 2 days to get my personal items back. This is very irresponsible from an airline that claims to care about its customers. I was following their rules and they still forced me to check in the suitcase. If you are flying with them, be very careful with your baggage if you have a layover. And if possible avoid them.

✅ Trip Verified | London to Douala via Brussels. Worst airline to travel with, 1 of my luggage didn't arrived in Douala during my holidays, it took them 10 days to find my luggage. What can I say terrible customer service, couldn't find any customer service number to call, I was told any complaint it's done online which I've done and it's been a month still no contact from Brussels Airlines. I will never ever travel again with this airline, how they treated me up till now it's unbelievable. I can't even call someone from Brussels airline to speak too, so many similar review as mine online, no contact, no compensation, nothing, It's like you are alone. I've spend so much money on my trip and was left without my main luggage, I had to use my spending money on buying essentials and going out outfit and shoes and gifts for friends and family.

✅ Trip Verified | Geneva to Birmingham via Brussels. Worst journey I have ever experienced. As a frequent flyer, I have gone through a lot of weird, stressful and tiring flights. This one was the worst. Flight delayed, no information about the connection, overcapacity booking, useless and slightly rude staff on board and at the gates. The only things that came out of that experience are stress, anger and anxiety!

✅ Trip Verified | Nous sommes partis de Dakar avec plus de deux heures de retard, l'avion venant de Conakry avait déjà une heure de retard. Vol avec escale à Bruxelles, nous devions redécoller vers 9h40, toutes les 10 minutes l'heure de départ était reportée puis finalement nous sommes partis vers 13 heures, nous sommes montés dans l'avion aux alentours de 10h40 et nous avons attendus dans l'aéronef jusqu'à 12 heures, heure à laquelle nous avons finalement décollé. Des passagers sont même descendus de l'appareil ce qui pose un problème de sécurité car sur le moment il n'y a eu aucune vérification des bagages restants, ce contrôle a bien eu lieu mais plus tard. Nous devions arrivés à 11h, nous sommes arrivés à 14 heures !! A Lyon, nous avons attendus plus de 45 minutes avant de récupérer nos bagages qui sont arrivés dans un état lamentables (ils avaient dû rester sous la pluie Bruxelles). Nous avons récupérer notre véhicule avec 3 heures de retard (frais de parking supplémentaires !!). Nous avons donc émis une réclamation en date du 18/12, le 15/02/2018 nous n'avions toujours pas de réponse, même pas des excuses !! Un manque de sérieux, et surtout de respect de la part du service client. Nous avons donc entamé une procédure. - We left Dakar more than two hours late, the plane coming from Conakry was already an hour late. Flight with stopover in Brussels, we had to take off again at 9:40, every 10 minutes the departure time was postponed and finally we left around 13.00 hours. We boarded the plane around 10:40 and we waited in the aircraft until 12 o'clock, when we finally took off. Passengers had even descended from the aircraft which poses a security problem because at the moment there was no verification of the remaining luggage, this control took place but later. We had arrived at 11am, we arrived at 2pm! In Lyon, we waited more than 45 minutes before recovering our luggage that arrived in a lamentable state (they had to stay in the rain Brussels). We recovered our vehicle 3 hours late (additional parking fees!). We therefore issued a complaint dated 18/12, the 15/02/2018 we still had no answer, not even excuses! A lack of seriousness, and especially of respect on the part of the customer service.

✅ Trip Verified | Flew Brussels Airlines from Brussels to Bordeaux. Arrived at the airport in time, good check-in and nice staff. Punctual trip. Nice staff on board. There is nothing more to say, it was a nice trip. The only thing was the price, as I booked late, the price was a bit above what I expected and I had time constraints.

✅ Trip Verified | Billund to Vienna via Brussels. I am amazed at the poor service we received through our entire interaction with this airline. From delayed flights - we were stuck in the plane on the tarmac for 2hrs post our scheduled take off, all the cabin received during this time was one chocolate each and zero updates on take-off or our connecting flights. To lost (and ultimately damaged) luggage - we arrived in Vienna in sub zero temperatures with no luggage, and thus no heavy winter jackets. To extremely poor handling of our luggage claim, we were told that they were only responsible getting us point to point, the fact our jackets didn't arrive and we were forced to take a cab to our hotel wasn't their problem. Plus our damaged luggage claim has taken over 6 weeks for payment still not to be received for our damaged stroller. The only thing this airline seems to excel at is poor customer service and no empathy for the customer throughout the entire experience. Yes they cheap on some legs, but is isn't worth it if the slightest thing goes wrong. Do yourself a favour and find / fly the alternative.

✅ Trip Verified | Flew business class with Brussels Airlines and they forgot my checked in baggage in Brussels to my flight on the way to London. I had to wait for my baggage for 5 hours in London Heathrow airport because that was the best option to get my baggage back in time. I would not recommend this airline.

✅ Trip Verified | Brussels to Kigali. The staff were not friendly and not attentive to the call button for the entire 6 hours flight. It was a meal serving flight but they did not have enough meal for all passengers. The bathroom was not cleaned periodically. Going forward, I will hope that Brussels Airlines will improve their service.

✅ Trip Verified | I have been using Brussels Airlines for some connections from Uganda to European cities (Brussels and London). The quality of flights is basic, but they are one of increasingly limited options. In my last flight (Entebbe to London via Brussels SN467/SN2093 on 13/12/2017) they seem to have taken a nosedive. The airline initially announced that the flight leaving Entebbe would make an unplanned stop at Kigali, before continuing to Brussels. Thus they allowed boarding of Kigali-bound passengers and asked all to ignore the seat allocation printed on their boarding passes. The boarding was delayed and disorganised. Once on the plane, someone worked out that the detour would have exceeded the maximum allowable work hours for the crew. The plan was changed back to the original direct flight to Brussels, but now they had to disembark the Kigali-bound passengers! This caused chaos: loud complaints by the passengers who had been promised transport to Kigali, refusals to disembark, ridiculous threats by some members of the crew that the flight would just take off for Brussels with any Kigali-bound passenger that did not disembark, overall not a very professional image for Brussels Airlines. Eventually all Kigali-bound passengers disembarked after promises of local hotel accommodation and a flight next morning. Then Brussels-bound passengers were asked to move to their initially allocated seats, multiple counts and baggage checks had to be done and eventually the flight took off 3 hours and 20 minutes later than scheduled. I managed to make the connection in Brussels (the London flight was also delayed over 1 hour) but my baggage did not, so in London I had to make a claim at the counter with a number of other unfortunate travellers from Entebbe. The customer service employee apologised for a computer malfunction that prevented proper tracking of my baggage, but promised that I would get the baggage later in the evening, asked for my address and gave me a phone number to call. He said to purchase any essential toiletries and retain receipts for reimbursement. I reached my destination, and in the evening I called the number, but the delivery company did not have any record of my baggage. The next morning, same thing. I purchased some toiletries. The baggage was finally delivered late at night on the second day. I thought I should at least claim reimbursement for the toiletries and went to the Brussels Airlines website, entered my flight details etc. and got an automated acknowledgement email in a few minutes, pre-emptively apologising for possible delays in getting back to me. In fact for 1 month (today is 11/01/2018) there has still not been any reply, despite multiple reminders sent to the customer service department. Maybe this review is a bit long, but I thought I should just let others know about this Brussels Airlines experience.

✅ Trip Verified | Freetown to Brussels. Flight 9 January canceled after false start without further explanation - only technical problems. Flight on 10 January with a waiting time of 8 hours! Bad communication. No food or drinks at the airport in the waiting time. Luggage from baggage belt and check in again! No staff.

✅ Trip Verified | Accra to London via Brussels. If you do not want to lose your luggage never use Brussels Airlines. Check in and cabin staff excellent but customer service very, very bad. Brussels Airlines lost my luggage and refused to pay for compensation. They may lose your luggage. Never use again.

✅ Trip Verified | Flew Brussels to Hanover. Brussels Airline has very poor service and customer service. I would not recommend this airline to anyone. My flight was canceled, I was provided with the wrong informations and a refund was not paid although promised at the airport. The service at the airport was very chaotic and unorganized although this cancellation was very foreseeable. I would never travel with this airline again.

✅ Trip Verified | Flew London Heathrow to Prague via Brussels with Brussels Airlines. I was searching for last minute flights and this one had a really good price, even though it wasn't a direct flight, but since it was from Heathrow it had a short comute so it was a good option. Aircraft came 20 minutes late, but boarding was quick, but unfortunately Heathrow is really overcrowded and needs another runway, so we arrived 30 minutes late to Brussels and only had 35 minutes for layover. The crew gave all passengers with short flight connections express passes for Brussels airport, which was really nice and not all arlines do that. Second flight left 10 minutes late because we waited for some passangers. Otherwise seats were comfortable and aircraft has nice interior. I would recommend this airline.

✅ Trip Verified | Flight from Birmingham to Brussels was cancelled due weather condition. (I had connecting flight to Athens). This can happen, it doesn't depend on us and I understand that. People where waiting at the airport 5 hours just to find that out. After that no information provided at all! We where offered to take our luggages back and were told that airlines will contact us for further information, just nobody knows when. Then, 06.44 am I received an email with some information about my gate change (departure 06.15 am) Wait, what? I didn't receive any new ticket as promised. All stressed out I took my luggage and started my journey from another city to Birmingham airport again just to find out what's going on, because their customer service line was just off all this time! So after getting into the airport after 2 hours trip, everything what I received was a suggestion of flight next day (that means 2 days later than my booked flight supposed to be). So again 2 hours trip from the airport (I am not talking only about time, but expenses as well) and now waiting for tomorrow- worst customer service ever, I will never ever use that airline again!

✅ Trip Verified | Billund to Mumbai return via Brussels. All four flights were delayed, ½ hour from Billund til Brussels, 1.5 hour delayed from Brussels to Billund. 1 hour delayed departure Brussels to Mumbai (also at arrival). We were supposed to arrive at midnight in MUMBAI I know the same plane returns scheduled at 0115, so a slot delay. The flight time is scheduled for 8:35 hours to Mumbai and 9:50 the other way? So they are probably calculating in to catch up a delay on their way back to Brussels (and have an advantage in leaving early from Mumbai). We departed 1 hour late from Mumbai and arrived 15 minutes before scheduled arrival. Being constantly delayed causes more extra time in airports since you cannot calculate in permanent delays and need to be in the airport in due time. Brussels - Billund flight were also delayed both times. The airline simply don't have enough aircraft or are over optimistic. Flights are ok, but they the entertainment system is thin - not much to chose from, very few international tv-series and movies. No remote - which causes a constant tapping in your seat from the person behind you playing a game! Food and beverage very good towards Mumbai but not back. Dry-dry chicken. No service on Brussel-Billund.

✅ Trip Verified | Rome to Brussels. After this flight I found my baggage was lost, and the next day I will leave to Brussels for a long time. Finally they delivery the baggage to my friend's address after two days delayed, at the same time they refuse to gimme the compensation even if I have no towels, toothbrush when I arriving at China. Brussels Airlines's client support and grand handling service was terrible and make us disappointed again and again.

✅ Verified Review | We flew two very different aircraft during our travel from Washington to Madrid via Brussels. The first and last flight (out of four) were on an A330-200 which are configured for business and economy only. We traveled in business and hoped for a good experience as we used valuable star alliance points. The service was very good on our first flight to Brussels: flight attendants were wonderful and fun, food was ok, entertainment ok (but system is great) and it was easy on and easy off. The seat and cabin left much to be desired. The aircraft was uncomfortably hot, sweltering hot, and I just couldn't get comfortable enough to sleep well. The seat itself is awkward to say the least. I've traveled both business and first, trans-Atlantic and Pacific, in at least 9 other airlines, some frequently, and this seat was by far the most clumsy and uncomfortable. My husband and I are both tall and we found the way the seat reclines forces your feet into this very small compartment in which you then need to push yourself back up from to reposition yourself properly on the reclines seat. My husband’s feet could not move within this small compartment as they fit in like a glove and limited his ability to move around and settle. In most airlines you have two controls for you seat: one easily accessible when seated and one when lying down. Same here but during your repositioning neither becomes easy to reach and you have to hoist yourself up to reach again. There is no mid-range adjustment either. They have a recline position but if you don't like that one you have to choose between completely upright or full recline; no in-between or other adjustments! You can, however, just raise your leg rest. Little to no storage except in that little foot compartment I mentioned, which by the way goes away when you recline to flat bed. No place for your laptop, handbag or iPad when you sleep. I felt cramped. The food was ok. Wine and beer choices excellent. Entertainment choices were very weak but they did try and provide a good global sampling. The screen was very easy to use, sound good and no technical issues. On our trip back we had a less than pleasant server. I felt the simplest of requests (that I only have an appetizer and not dinner and receive my cheese course for a main) was met with a huff and near eye roll. I did notice our particular flight attendant complained to everyone working on board in ear shot of passengers about her job, conditions, other 'issues' on the plane. Fortunately not about passengers. Perhaps I just had ‘grumpy’ as my attendant. Again, this second flight was hot and uncomfortable. Several of the passengers complained and there was one flight attendant trying to communicate this to the pilot and we did receive some relief for a few hours. In general if you are traveling from the USA to Europe I think I would try and avoid Brussels Airlines. My husband who travels internationally most weeks, always business or first, said Brussels is his least favorite. I know it is hard to complain when we have the ability to fly in a premium cabin but we usually pay dearly for them. I am sad we used valuable points for this bad experience. On a positive note: Brussels airport is a dream. Lovely and easy to get around, not as overcrowded as Paris CDG or Frankfurt, and flights per our experience were on time and pleasant to board and go to connections. I’m sure that is in part because of Brussels. My hope is they better themselves

✅ Verified Review | I am a Star Alliance Gold member and picked Brussels Airlines for a connecting flight via Brussels Nürnberg believing in Star Alliance Quality level. Well, if you book Brussels Airlines you sometimes do not get Brussels Airlines. They have some flights being operated by BMI British Midland Regional which is a rather low budget carrier from the UK with small old planes. Bad service on the ground. At Brussels Airport for example they do not provide you any service. We came from overseas and had our bags we wanted to get rid of, Brussels Airlines refused to check them in and said it was BMI that we should talk to yet they only open 90 minutes previous to flight departure. I told them I bought a Brussels Airline ticket so why can not check in with them, they responded, no it is operated by BMI so go to them. I could not use Brussels Airlines machines neither the counter to check in. You book and pay for something you do not get, so why bother buying a ticket from that airline at all?

✅ Verified Review | Zagreb to Manchester via Brussels. On time arrivals and departures which seemed to service the Friday evening return home crowd. For this two segment flight we were not looking for anything special. There were proper announcements from the flight deck and opportunities to buy from their menu. In short, it did what it said on the box.

✅ Verified Review | Vienna to Brussels. That was the best flight in my life. Everything was super. I had economy plus so next to me was emply seat. I had very cute box with breakfast. The cabin crew was very friendly, airplane was very clean and nice.

✅ Verified Review | Brussels to Mumbai. Food in the Economy class could be better. After the Premium economy were served lunch, the non vegetarian option was no longer available. there was no choice of Indian or continental. Then the snack was over before the last five rows got it. No information given or even any attempt for the staff to make an alternative arrangement.

✅ Verified Review | Brussels to Malaga. The airline didn’t let me carry my hand luggage in the cabin because the plane was full. I politely explained that I needed to run after landing because I needed to catch a bus to my next destination and time was short, so checking the bag in was not an option. The staff was rude and unsympathetic and didn’t do anything to accommodate me. They threatened to leave me on the ground and forced me to check the bag in. As a result, I lost precious time waiting for my bag to appear in the carousel in Malaga (a very slow airport for baggage handling) and missed my bus. Absolutely unacceptable.

✅ Verified Review | London to Berlin via Brussels. Brussels Airlines staff have an appalling attitude toward their customers! Staff seriously need to do the training for common courtesy. I have flown this route hundreds of times with other airlines and very seldom experienced such obvious contemp for passengers, or such apparent low-morale amongst Brussels Airlines staff. I am returning this same route with Brussels Airlines and frankly dreading such a lack of manners. I will most certainly not be flying Brussels Airlines again!

✅ Verified Review | Brussels to London. So for the second time in a day Brussels airlines mess it up, they change the flight to a gate miles away and only tell people 5 mins before, the mass panic that ensues and then, to cap it all it's 40 minutes delayed! No mention of this on the screens however, nothing! When you ask staff the question why don't you tell us in plenty of time they say they don't make the rules! I fly a lot with business and never felt I should leave a negative review - now twice in one day , both Brussels airlines. What utter rubbish service.

✅ Verified Review | Moscow to Brussels. The plane was late, nearly an hour late, so it started badly. I was then in an unfortunate position, 3 children had been left with no adults on the row behind me, they kicked the backs of our seats as soon as we sat down and it did not stop until we landed 3 hours later. Now you may argue that it's not the airlines fault, but twice I asked for assistance. The first time I was completely ignored so I had to press the service button again once having wait ages. So second time round I asked if the attendant could find and have a word with either the parents, or the children. "Well I'll see what I can do" was the response. Obviously he didn't care, I set on the edge of my seat the whole journey, almost crouched on the Brace position to get some relief. I tried again later when the attendant came past, he said one moment sir - I am now disembarked and wonder if I should still wait for them or just crack on with my journey. When I say it was hell it was hell, the staff were simply uncaring of our situation and I am dreading my onward journey with this same airline, never ever again will I choose this bunch of amateurs. Customer care means totally nothing to them.

✅ Verified Review | Traveled from Stockholm (SAS) to Lyon via Brussels. A party of four business travelers on separate tickets. In Brussels we were on the ground for nearly 2 hours. There is no excuse for our luggage to be left behind in Brussels. Baggage personnel in Lyon could not have cared less. Avoid Brussels Airlines if at all possible.

✅ Verified Review | I flew from Edinburgh to Brussels on the new Sukhoi Superjet 100 operated for Brussels Airlines by Cityjet. The aircraft has a 2x3 seating configaration with plenty of leg room. The flight was full and left and arrived on time. Overall a comfortable and quiet journey. I did make any refreshment purchases. Crew good.

✅ Verified Review | Brussels to Athens. First at Brussels Airport there is a good member lounge, the lounge clean and bright and tidy, with delicious bread, tomato soup and all kinds of juice. And this member lounge is not far from the gate. Because of the reasons for the time difference, boarding, I directly put on the eye mask to rest. But when I woke up the crew asked me if I want to eat something, I had the pasta, toast, as well as desserts and chocolate. The crew is very friendly, it is a good trip, that is, the aircraft seat spacing is not large.

✅ Verified Review | New York JFK to Brussels. I took a long haul transatlantic flight with them and was not disappointed. The aircraft was comfortable: pillows, blankets, headsets provided and a personal IFE screen with a selection of movies, music, games and EuroNews to keep you occupied during flight. Hot meal was served shortly after a take off and another snack service right before landing. Flight attendants were very professional and never rude. Both flights were on time. The lavatory was clean.

✅ Verified Review | Copenhagen to Marseille via Brussels. Brussels Airlines is the worst airline I have ever had a misfortune of flying with. My flight was delayed for over an hour on the tarmac and we received no information about what was happening. The flight was uncomfortable, with no entertainment or food/beverages offered. Upon arrival, myself and dozens of other passengers were informed our bags were lost. I filed a lost baggage report and tried to start my vacation without any of my possessions. It has now been 7 days filled with some of the most frustrating interactions of my life. The tracking website has been down for 4 days and there is no signs of anyone doing anything to fix it. As well, after a situation where thousands of people lost bags, the entire baggage help team took the weekend off and offered no information on how to get help tracing your bags. Today is day 7 of waiting. I have spent over 10 hours on the phone, I have sent dozens of emails, and still Brussels Airlines will do nothing to help other then to tell me to "be patient." If you are considering flying with this airline I urge you to to take any other form of transportation possible to get to your destination. If you fly with Brussels Airlines, you will be severely disappointed.

✅ Verified Review | Berlin to Mumbai via Brussels. Check in at Berlin for the flight to Brussels opened 30 mins after I had reached the airport and there was already a queue formed. Slow check in with one lady handling it all and then slowly built to 3 people checking us in. Asked for a paid upgrade to Premium for my flight from Brussels to Mumbai (as per the many emails they had sent me encouraging me to do so) but was told this can only be done in Brussels. (I had tried online- but even that's not allowed). Flight to Berlin okay. No food, no water. At BRU they forgot to send stairs - a 20 minute wait in the aircraft. Transfer at BRU chaotic and finally reached then gate - tried for upgrade again but was told the flight was full. Once boarded, we had a 35 minute delay as their connecting passengers from Manchester had not arrived.Flight to BOM was okay. Nice clean aircraft and enough room to sit. Food okay, nothing special. They serve alcohol only once. What is really awful is the inflight entertainment- there were very few options to watch. Staff were okay - friendly at times and quite surly at other times. As the airline has just introduced Mumbai to their flight map as their first destination in Asia, maybe a slightly better service would be called for.

✅ Verified Review | Budapest to Manchester via Brussels on the 9th Aug 2017. Manchester, arriving at the carousel we found all luggage piled/dumped, half on the floor, half on the carousel; which on enquiry, had broken down. My daughters case was amongst the pile. I proceeded to lost luggage where l was asked to fill out a form and told that the flight containing my luggage would be on a flight arriving at 5.30 that afternoon. The assistant asked if he could phone me when the luggage was in the office; I replied yes, of course! Needless to say l didn't get a call. It was now approx. 11am. I live in The Lake District. Due to pre-aranged business plans l had to be back home that same night, so I insisted that I would return to collect my bag. Before leaving l asked if anyone behind the counter could shed light on why so many pieces of luggage from all airlines goes "missing"? We've "no idea"! "Could be many reasons, one of which is that customs can hold it back". So am I being told that customs can randomly withhold anybody's luggage at the risk of causing serious disruptions to that persons life? Nowhere does it say in the contractual agreement that your luggage may not arrive with you at your destination. Whatever the reason for this deplorable and escalating problem I was determined to find out. I tried to call Brussels airline via customer services. Via email. Via an online complaints procedure. I completed this twice but each time l tried to send the screen told me that an error had occurred. To be honest, what I really believe happens is that Brussels Airline at least, has made it impossible to contact them about anything other than spending money with them despite all the bumph on their website announcing how customer friendly they are and how you can complain and indeed even make a claim for compensation! The process of trying to have your voice heard is time consuming and excruciatingly frustrating. The airline achieves its goal and the customer gives up! Can anyone out there shed light on this increasing insult to passengers?

✅ Verified Review | Berlin to Porto via Brussels. I really do miss Sabena. They had a fantastic product in business and economy. Brussels Airlines is a low cost airline that wants to be a classic airline. Their economy is really not different to Easyjet and Ryanair. Your ticket contains nothing, nada, zero. I feel they are in the large group of airlines in the race to the bottom.

✅ Verified Review | Copenhagen to Venice return via Brussels. The inflight experience with Brussels Airlines was very good. The cabins looked new, and are comfortable with plenty of leg room. The food service was good, prices are reasonable and the staff friendly. But on the ground and in timeliness, the airline does not deliver. Four out of four flights were delayed, and on the outbound journey, our luggage arrived four days late. The b.famliy concept seems to be only a marketing stunt. The kids only received a small surprise on one of the four flights, and Brussels Airlines did not board families first in any of our four flight boarding experiences. So basically just the same as many other airlines - but they shouldn't market better service.

✅ Verified Review | Geneva to Brussels. The flight was scheduled for 11:15, we took off at noon. Arriving at destination (Brussels), we do not find our luggage and or any person to tell us where to go. After having managed on our own, we learn that the luggage is still in Geneva and we should receive them soon. Total lack of information and organization. Very disappointing for such a large airline.

✅ Verified Review | Berlin to Florence via Brussels. Our 3 bags were lost due to a breakdown of the luggage handling equipment in the Brussels airport on June 15th. We arrived in Florence at 11:50 AM and filled out the forms to have them delivered. We had a set itinerary and had already booked our lodging throughout our week + in Italy. We were only 1 night in Florence and then we moved onto Siena. We waited and waited and no baggage, no text, no info. The baggage service at the Florence airport is only open for 1 hour in the morning and 1 hour in the afternoon so getting ahold of someone is extremely difficult. I managed to get the name of the courier company but no one there EVER answered the phone or respond to emails. On Sunday my Italian friend managed to get the couriers personal cell phone number and talk to him. He wasn't going to work that day since it was sunday but she begged and pleaded and convinced him to return our bags to the Florence airport where we had to go back and get them before we departed for Venice, 4 hours later than planned. I purchased underwear and toothbrushes the first day or so. But after 2 days with no word from anyone I purchased some clothing and shoes. You really need to get better couriers in Italy as having our bags for Friday Saturday and Sunday and no word and then only through my luck at having local friends was I able to track down the courier and get him to return the bags. Other passengers would not have been able to get that to happen. After some difficulty I was able to file a claim for the expenses incurred while without out bags (underwear, a shirt and toothpaste) It has now been 3 weeks since the claim was filed and reference number was sent. There has been no communication from Brussels air despite repeated attempts on my part to see where we are in the reimbursement process. I have emailed repeatedly and tried to call only to discover you can’t actually call the customer service center. That to me doesn’t say “great customer service”. I have called the Brussels airlines number and spoken to various people in any department I could reach an actual live person. They have either promised to call me back and didn’t, or said they would have someone in customer service call me back which also didn’t happen. I would never recommend this airline to anyone.

✅ Verified Review | Berlin to Brussels. The 17:00 flight to Brussels left after 20:30, the time our flight there was supposed to leave. Ours was then rescheduled for 21:45. No explanation was given to any passengers from either flight, though I saw multiple people try to ask. After a pleasing experience on the way to Berlin, the way the airline handled the return trip was a disaster.

✅ Verified Review | Brussels-Toronto in business. First time on Brussels Airlines and very impressed. Seats are fairly comfortable (a bit too easy to accidentally hit the control pad though). Was traveling with my wife so window/aisle configuration was not an issue otherwise it would be awkward having to climb over the aisle passenger. Food was good and plenty of drink runs (including very good quality champagne). Overall cabin service was excellent. Only negative is limited choices on the entertainment system - good choice of music (easy to create a play list), limited number of new release movies, very poor choice of TV shows; ear phones provided are pretty basic compared to other airlines. Nice touch is the box of Belgian chocolates handed out at the end of the flight. Would definitely consider them again (although having to go through Brussels airport with its endless line ups is another matter).

✅ Verified Review | Checked in at Edinburgh airport for flight to Mumbai, with overnight stop in Brussels. Checked 3 bags to Mumbai, 1 bag for overnight use to Brussels. Upon arrival in Brussels, last bag was missing. Reported the loss, and was not given any compensation, but when produced my Star Alliance Gold card for myself and my wife, we were given small 'overnight' bag which held a T shirt, and some basic accessories like toothbrush, paste, brush, etc. It has been 3 days and I have not received my bag yet, and my next flight out of Mumbai is tomorrow. The stewardess behave like they are doing you a favor. Press the call button and they walk past without stopping, or stop to shut the light without asking why we called. Seat does go flat but cranky, does not always work, and it is hard to get the setting just right. There are 3 fixed positions, upright, lie flat, and an intermediate position. Seat is quite narrow, and for anyone with wide shoulders, it is pretty uncomfortable. Food Mediocre at best. End of meal cheese selection not altogether bad. Give this 3 stars - overall I would rate this airline 2 stars at best. Not one area of the airline excels or stands out, except in a negative way. The only good thing was there was a buggy waiting outside the plane to transport passengers to the immigration counter, but it was 1 buggy, so you have to scramble to get on it, but I understand other airlines have a similar facility so it may be a Mumbai airport facility other than Brussels Airline service. At time of writing I am still missing a bag.

✅ Verified Review | Brussels-Barcelona return. Outbound flight left with a delay but arrived on time. Return flight delayed about 40 minutes but sales in the cabin for drinks and food were offered at lower prices because of the delay which was a nice geasture. Both aircrafts clean with acceptable legroom and fine cabin crew service (like most of the time). Brussels Airlines should change their hand luggage allowance, 12kg on European flights is just too much!

✅ Verified Review | Brussels to Geneva. Paid a higher class ticket (Light&Relax) in order to have a window seat in front rows reserved. At boarding the staff informed me without any excuses that my seat got changed form 6a to 19B. They could have chosen discounted tickets to move seats instead of a more expensive ticket! I always pay a premium ticket to be in front, window or corridor. Hated the flight and not sure I ever would favour again SN over low-cost carriers in fact.

✅ Verified Review | Brussels Airline canceled my May 2017 flight from Washington Dulles airport to Florence via Brussels due to weather conditions. We sat on the runway for nearly 3 hours. Other (larger) jets took off after the storm but Brussels Air claimed not enough jet fuel to make the trip after the storm passed. This is somewhat understandable, but the airline - at 11.00pm at night - had one scheduling/booking person to handle a line of 250+ passengers requiring re-booking. Worse - attempts to call the airline reservations/service desk by phone resulted with a "we are overwhelmed with calls. Call back tomorrow" message. To reach my destination only one day late (versus two to three), I had to accept a flight the next day out of NY Kennedy at 2am in the morning and I had to drive to NYC myself from Washington DC. At 7am. I was told the flights to Florence from Brussels to Florence were booked for the next two days unless I shifted to Lufthansa out of NYC traveling via through Frankfort. Working with the excellent Lufthansa was ultimately a great relief after the total lack of organization and service/support at Brussels Air. I am a very experienced traveler, and will never fly this airline again under any circumstance.

✅ Verified Review | I am a frequent flyer. Unfortunately with my 3 month old baby, the flight I usually take Toulouse to Moscow was full so I took Brussel Airlines via Brussels. Crew were obviously more shop keepers than flight attendants and don't give a damn about their job of caring for their customers. Traumatic experience for me and my baby.

✅ Verified Review | Brussels to Strasbourg. Terrible experience, on month after issuing the ticket they cancelled the flight and move me on the next day. I had to pay extra night hotel. On departure from BRU we had 45 minutes delay. On returning to BRU we had 1 hour and 20 minutes delay. What can I say for them, for such a short flight such hassle.

✅ Verified Review | Brussels to Tel Aviv with very impolite staff. Paid USD 400 for a 4 hours return ticket, only to discover that no food and not even water was included. When I questioned the company's new policy and mentioned that this was not a low cost flight some staff from 'Supply' crew retorted this was in fact 'great for the company'. I was simply astounded. It is very debatable how great this is going to be in the long run. As soon as real low cost companies start the route let us all switch to those. We will see then how this absurd policies and ill treatment of paying customers will turn to be not so great for the company.

✅ Verified Review | Porto to Budapest via Brussels. Check-in at Porto was easy and fast. Their ground staff were friendly and helpful. There wasn't a long wait. My checked bags went through to Budapest. Brussels Airport was kind of small and lacked amenities, but the rail link to downtown is excellent. Was very disappointed that neither plane I flew had in-seat or shared entertainment. Considering that they're not as cheap as the real discount airlines, they should add some perks to compete. Second flight from Brussels to Budapest was delayed by over an hour, but that was made clear.

✅ Verified Review | Brussels to Warsaw return on new A319. Both flights were on time, and return one arrived even a bit earlier than scheduled. Check-in without any problems and offered several options (via mobile phone, online or in kiosk at the airport). Cabin crew was very friendly and some of its members spoke several languages. Due to new Recaro seats there was relatively much legroom. However, they would really improve their service if served even a small complimentary drink.

❎ Unverified | The airline's on ground reservations and customer service is extremely poor, in fact it's pathetic. You cant book your tickets online, website simply crashed and any attempt to email customer service left me with "message undeliverable the email address doesn't exist". I have had to call the reservations desk in U.S. for 3 days in a row and got no help. Third day and still no tickets. This is extremely disappointing, they kept increasing flight fares so the by the end of 3rd day they are asking me to pay more! I do not recommend this airline to anyone. You are better off spending your money on others like Emirates, Qatar, Air France etc. They do great customer service and online booking is a breeze.

✅ Verified Review | London Heathrow to Brussels. Short flight of about 40 minutes from LHR to Brussels and that as well on a BAe146 for the first time. Despite the small size of the aircraft, I felt the leg room was sufficient. Staff were tentative and gave us small cup of orange juice/water. Shirt and sweet experience overall.

✅ Verified Review | Edinburgh to Washington via Brussels. Economy Class with excellent leg space. Economy Privilege the same as Economy (I did not notice any additional leg space), a better dining experience than Economy, same entertainment as Economy, a hot towel handout (timing of handing out the towels is odd though), a glass of champagne with meal. I personally wouldn’t pay an additional EUR 100 just to get a better dining experience, a hot towel and a glass of champagne. Cabin service excellent, could not fault Cabin atmosphere: Again, could not fault in anyway. Value for money, what I paid was half that of British Airways. Brussels Airport is a lovely airport which is being upgraded. Very clean with all the amenities one needs including charging ports on pretty much every seat! A330-200 in excellent condition. I would not hesitate recommending Brussels Airlines. They would get a 10/10 only if Wifi was available onboard.

✅ Verified Review | Round trip from Rome to Brussels with Brussels Airlines. First flight had 1.5 hours delay with very poor communication. We knew about the actual leaving time only after having waited in the queue for more than one hour. Return flight was event worse: the airline communicated a delay but then started the boarding before the time initially expected! The ground assistance was very rigid. They didn't allow a small bag as cabin baggage saying the cabin was full and the bag was too big to fit below the seat. I have flown several times always putting that bag under seats and also with Brussel's flight I could do the same. At the end I had to check in the bag but there were several empty spaces in the cabin. Arriving in Fiumicino I lost a bus connection because I had to wait for my bag at the belt.

✅ Verified Review | Athens to Brussels. New A319 but with no drop down screens. Seats were untidy and over used. Seat pitch was ok. Crew were indifferent and there was no service. You had to buy everything, when you were asking to buy something the crew were smiling to you and they were friendly, otherwise were indifferent. Both flights were on time but embarkation and disembarkation were with buses (no air-bridges were used). If I had a choice I would avoid them.

✅ Verified Review | Brussels to Warsaw return on refurbished A319. Check-in was very quick and convenient and I was able to order for free a digital newspaper for my flight and relevant info on my mobile. Information at BRU very well provided - the screens were even showing an approximate time of reaching the gate. The crew on flight BRU-WAW seemed to be little absent - one passenger had a small problem with his seat selection and no flight attendant helped him. On the leg WAW-BRU it was better - the crew was very nice and smiling. The aircraft themselves are well equipped - new thin Recaro seats are very comfortable and provide enough leg room. On the other hand, they could have served even a small soft drink included in the price of ticket in economy class. At such price a complementary tea or coffee would be nice.

✅ Verified Review | Geneva to Brussels in C class. Another great flight with Brussels Airlines. Top service on board and impeccable manners by the cabin crew. Despite the short flight time they provided full meals service and endless drinks. Very good public announcement. Departed and landed on time. Will be flying with the soon again.

✅ Verified Review | Brussels to Tel Aviv. The worst airline. Never fly this route with them. They use a tiny plane with miniscule lavatories for a 4 hour flight. The lavatories are so small. The service is terrible and extremely unfriendly. They do not even serve you water. This is for a €240 euro 1 way ticket that they for whatever call a low budget airline. I flew Ryanair and liked it. They are terrible. I also flew to Brussels to New York. While the plane and service were much better they lost my luggage and it took them 5 days to get it back. They kept on promising to bring it and kept me waiting and wasting my time and lying to me. I finally got it and some things were damaged.

✅ Verified Review | Flew Brussels Airlines, flight 551 from Brussels to Toronto on the 21st Feb 2017. Excellent inflight service. Cabin crew were helpful and friendly. Food was very good and following after another long flight the crew went out of their way to make me feel comfortable. Keep up the good work.

✅ Verified Review | Brussels to Toronto. Business class on Brussels Airlines A330 alternates rows seating 1-2-1 with rows seating 2-1-2. When seated at the window seat of one of the 2-1-2 rows, the passenger can only enter or exit his/her seat by "walking over" the fellow passenger: this is quite awkward, specially when not travelling with a partner. Fortunately our flight was only half full, so I could move to a single window seat. Apart from this, the plane is spotless, flat seat very comfortable, service punctual and very courteous, food excellent although somewhat limited choice. An added touch - perhaps not a permanent one - a gift of a nice Belgian chocolate box to each passenger. Overall, a very good experience.

✅ Verified Review | Brussels to Prague return. Both flights operated by A320 aircraft painted on the Red Devils livery which is impressive. Check in services in Brussels a breeze with polite and helpful staff. Boarding the same. Onboard welcomed by a smiling crew. Since I was traveling on a Flex fare I was offered on board catering which was delicious. Information provided from the flight deck and also shown on the IFE screens. The crew was attentive, professional and well groomed. Flights on time. Baggage delivery swift and honored priority baggage delivery on both airports. Overall a very pleasant experience. Will be flying them again soon!

✅ Verified Review | Krakow to Brussels. I booked this flight with the purpose of flying the Avro RJ100 before it's phased out from Brussels Airlines' fleet. The boarding was fast and the departure from KRK occured earlier than it's been planned. The purser of the flight welcomed us and was friendly during the flight. The only complaint I have is about the quality of the catering products. The seats on this old aircraft were extremely comfortable with a large legroom. The flight time was less than 2 hours and the flight was basically uneventful. We arrived at BRU before STA. To sum up, the flight was pleasent and punctual and I had a good customer service experience. I'd fly Brussels Airlines again.

✅ Verified Review | Dakar to Copenhagen via Brussels. My son fainted at check in Dakar. We don’t speak French and the situation was very unpleasant. A staff member from Brussels Airline came to our help. He arranged that a nurse came and my son was taken to a medical clinic in the airport. Soon it was clear, that we could not fly that evening and my son had to go to a hospital. The staff arranged that baggage was delivered back to us and helped with hotel and transportation for 4 other members of our family. He followed me and my son to the hospital in the ambulance and told us to contact the office when my son was ready to fly. Next day my son was ready to fly, but the plane was fully booked – Brussels Airline office told us they would find a solution. 3 staff worked to rearrange passengers to ensure that we could sit together. We got 6 nice seats in the plane – better then the ones we bought. And the price for all this; “don’t worry about that, just have a nice flight”. I have never experienced a service as good as this! When you are in deep problems, you can be very happy to have Brussels Airlines Senegal at your side.

✅ Verified Review | We we're meant to fly to Milan last night, flew in from Birmingham and we were changing in Brussels. When we got to Brussels I received some bad news so I could no longer fly to Milan. I had to get back to Birmingham asap and the last flight of the night was leaving in 15 mins and I hadn't even got a ticket. Brussels Airlines got me on that flight with no delays and were so kind and helpful about it! I am still amazed that they swapped my ticket with no fees to assure I got home safely.

✅ Verified Review | Brussels to Manchester with Brussels Airlines. Horrible company to fly with. Their flex and fast product is pointless as you will have to queue like anybody else. The staff look a bit miserable and unhappy, it really feels like they aren't even trying to make an effort. I would rather fly Ryanair and save my money.

✅ Verified Review | Manchester to Toronto via Brussels. Zero respect for the passenger. Lost both of our suitcases one for six days and the other until the day before our return. Spend 4 hours trying to record the loss of our luggage as 40 other people had not got theirs either. Cost me 50 CAD for the parking £75 in phone calls to try and trace the baggage as well as every morning wasted attempting to call either Toronto or Brussels to see if the baggage had been found only to be told two days before I returned that the baggage had not left Brussels. I have lost both of those cost as they do not have to pay incidentals even though the cost was incurred due to the fact that they had lost our luggage. The response from the airline is almost as if they are immune to all that may cost you due to their incompetence. Food was distinctly average even though the staff were very pleasant on board. there truly is nothing good about this outfit other than that.

✅ Verified Review | One of the most disorganized airlines. On my flight to Geneva from Prague we were marooned on one plane in Brussels for two hours after being told that "there's some slight technical problem". Then we were moved to another plane, where we kept being marooned for the next 3 hours. As the result I was 6 hours late when finally arrived. On my return flight, another delay due to which I almost missed my connecting flight. What kind of a service is that? Steer clear from this company unless you always want to be late, hungry, thirsty and angry at your destination. I give this airline the lowest possible score. One other note: You have to pay for food and drinks aboard. The cabin crew is polite though.

✅ Verified Review | We flew out of Manchester to Nice via Brussels. On arrival in Nice our baggage had not arrived along with a dozen or so other people. Very unhelpful staff on the baggage counter. Brussels Airlines simply did not want to help or offer any aftercare. We were skiing and staying two hours from Nice up a mountain. We had to spend 3 days in the clothes we stood up in. Brussels Airlines offers no help and I had to phone the baggage helpline twice a day myself. After 3 days 4 of us were re-united with bags. They had actually arrived in Nice the day before apparently but nobody could be found to make the 2 hour journey to our accommodation . One of our party still doesn't have her bag. On return home they then lost one of the bags again. I am now trying to engage with Brussels Airlines to find the lost bags and make a complaint and seek compensation. Our holiday was ruined as we were unable to ski for 4 out of the 6 days we were there. It is impossible to actually speak to anyone and impossible to find an email address to send a complaint letter. This company really does not care about it's customers. It does not care about your luggage and has no coherent procedure for reuniting you with luggage should it go missing. Totally awful experience and I will never fly with them again.

✅ Verified Review | We flew out of Manchester to Nice via Brussels. On arrival in Nice our baggage had not arrived along with a dozen or so other people. Very unhelpful staff on the baggage counter. Brussels Airlines simply did not want to help or offer any after care. We were ski'ing and staying two hours from Nice, up a mountain. We had to spend 3 days in the clothes we stood up in. Brussels Airlines offers no help and I had to phone the baggage helpline twice a day myself. After 3 days 4 of us were re-United with bags. They had actually arrived in Nice the day before apparently but nobody could be found to make the 2 hour journey to our accommodation. One of our party still doesn't have her bag. On return home they then lost one of the bags again. I am now trying to engage with Brussels Airlines to A) Find the lost bags. B) Make a complaint and seek compensation. Our holiday was ruined as we were unable to ski for 4 out of the 6 days we were there. It is impossible to actually speak to anyone and impossible to find an email address to send a complaint letter. Totally awful experience and I will never fly with them again.

✅ Verified Review | Flew Manchester to Tel Aviv via Brussels return. The way there was okay besides that we got a small cold snack when we were expecting a warm supper on a four hour flight. On the way back the incoming flight was delayed and there was a further delay leaving Tel Aviv. The cabin crew seemed quite agitated and stressed. We once again only got a snack served. At least we had brought some food along because we doubted we would be served a proper meal. Might as well fly a low cost airline where I don't get a meal served. When I asked one of the stewardesses for a cup of hot water I was told to get it myself in the galley! Another stewardess could not be bothered to help a father who was trying to pick up some food his child had spilled. She just stood and watched. Due to delayed arrival in Brussel doubted I would get my connection to Manchester. Was told by the ground crew to run and you might make it! Why could they not get me there on a Buggy if the plane was specially waiting for me as they made me believe. Lies! Plane hardly waited for us as one of my fellow travellers on the Brussels to Manchester leg told me. Boarding had been delayed on that flight and passengers had just settled down when I came on the plane. The suitcases of course did not make the connection (be warned Brussels is notorious for this!) and arrived late the next afternoon almost 24hrs after we arrived and would you believe a new suitcase got damaged.

✅ Verified Review | I flew with Brussels Airlines on an earlier occasion, from BRU to BJM and back. This time around I went to Birmingham to spend some time with family, both flights were aboard an Avro RJ100 1st flight, OO-DWA and on the return OO-DWB; was quite rare to have exactly the same flight crew on both flights. Nice flight, skilled pilot who executed soft landings; he made some sharp turns returning to BRU during the climbing to 28.000ft a bit uncomfortable due to the g-force. You have the possibility to choose your own seat when checking in at the airport. Great experience. Had to book through BMI Regional, because it's cheaper to book through them for the same flight. That's a bit odd, BMI stated operated by SN Brussels Airlines, but booking through Brussels Airlines would've been a few hundred euro's more expensive.

✅ Verified Review | Travelled to Toronto for Christmas 2016. Brussels Airlines was chosen almost entirely on price, and from other reviews and word of mouth I did not have high expectations. The ground service was average, in-flight crew were better (quite friendly), but the service offer wasn't great. At the end of the day, our flights were on time, we were quite comfortable, and all our luggage made it there and back again; would fly them again for sure, but can't rank them up with the best. The only really bad thing that happened was at Bristol Airport when we heading off on holiday. Flight departure scheduled for 6.05am, so we got there at 3.30am expecting to be able to check in and then relax in the departure lounge, this was not to be. The check-in desks didn't even open until 5.10am, which meant that not only were we stranded in the check-in hall (lots of other passengers waiting too), but it was a mad rush from check-in, through Security, and to the departure gate! Not the relaxing start to our holiday we were hoping for, and other airline desks were open, so it's not standard for that airport.

✅ Verified Review | Flew Brussels Airlines from Málaga to Brussels. I guess it cannot get worse than this in Europe: For an 800 Euro ticket I got: No priority boarding, old and worn aircraft, mediocre Economy style food with tons of allergens, plastic cutlery, lost luggage and multiple hour delays. Seat was average and the crew, at least on the outbound flight, was trying but it remains beyond my comprehension how this airline can be a member of Star Alliance.

✅ Verified Review | Copenhagen to Brussels. I got to the airport, only to be told that me return business class ticket had been cancelled as it was a "duplicate". I was offered no assistance, no offer to rebook the cancelled ticket as it's fully flexible and was simply told that I could try at the third party ticket counter at CPH. I got there and was told there was nothing they could do. They pointed me to a pay phone, but then I ran out of DKR for making phone calls. I asked to use their phone and was told over the phone that I couldn't be helped and that my best bet was to buy a new ticket at the counter for flying, which I did. I was then told that my refund would be processed upon arrival at Brussels Airport. Upon arriving at Brussels airport, I was told that I couldn't be helped. I booked the same flights there and back. I found that they had cancelled my ticket because they wanted to sell all of the return flights seats as Economy. That's why my business class seat was cancelled. It took three months to get a refund of the ticket price. Lufthansa was gracious enough to refund me the booking fee, as Brussels Airlines refused to. It then took me until December to get the EU mandated compensation out of Brussels Airlines. Avoid at all costs.

✅ Verified Review | The journey with Brussels Airlines started badly as the Brussels-Douala flight was overbooked and I was relegated to standby. After a very stressful wait at the gate I was the last passenger to get on. This is the first time this has ever happened to me and it was very unnerving. Once on the plane things were ok. Cabin service was efficient, if a little graceless. The return flight was ok, particularly as I had managed to get an upgrade to Premium Economy. I don't know if it's the same on other airlines but there were only 4 toilets in the economy cabin, and on the return leg one was out of order before the flight even took off. This caused long queues in the aisles which must have inconvenienced both the cabin crew and the passengers seated nearby. All in all things were ok but I would not use this airline unless I had to.

✅ Verified Review | We had booked a flight between Manchester and Billund via Brussels. First, on the return leg, the 21:00 take-off from Brussels was delayed 15 min for some reason. Then one of the stewards had some kind of health problem. This is force majeure, but what happened next is not! It took them more than one hour to decide that the flight had to be cancelled altogether. Next, it took them 1.5 hours to give us new boarding passes for the following day and get us to various hotels in the vicinity. We were in our rooms 23:50. We were told to be ready in the reception 05:00 (way too early to get anything to eat) even though our new flight were scheduled for 07:26. Sure enough, we had to wait almost two hours in the airport. We were not offered breakfast or anything else for that matter. And on the flight home the cabin crew just pretended everything was fine - trying to sell us stuff. And answering rudely, when we enquired about the breakfast meal we were entitled to in accordance with EU regulations. It was obvious that their plans for handling such an event were weak, but what really bugs me is the fact that they were too cheap to acknowledge what was a massive inconvenience in a suitable way. And did I forget to mention that the new flight was delayed more than half an hour? I will never fly with Brussels Airlines again.

✅ Verified Review | Brussels to Moscow. With Brussels Airlines, based on experience, I can only expect cold efficiency from the crew, ground or flight. FA service was standard. Food served for this more than 3-hour-flight should be reconsidered.

✅ Verified Review | Flew from Brussels to Berlin. Never been so cramped in my life. I fly over 100 times per year with all kind of airlines but I have never felt as constrained and suffocated as I did with this Brussels Airlines flight. The seat is tiny, my legs were squashed up against the front seat. This redefines cattle class. I will make sure not to fly this airline (late on both stretches of the route) again.

✅ Verified Review | Had my flight delayed out of Oslo to Brussels, which made it very likely that I will miss my connection to Geneva. Tried to find someone to help at Oslo airport, but there was no one from Brussels Airlines and their alliance partner SAS (although serving other members of the alliance) did not have an agreement with Brussels Airlines. I then called their customer service desk in Belgium, but had no help. All they told me was to find help from the airport even if I told them many times that it did not exist. They told me I will, indeed, miss my connection but refused to suggest an alternative. They actually went as far as telling me that all flights the following morning were fully booked. This turned out to be an outright lie. They also refused to commit to any overnight accommodation. So I boarded their plane in Oslo knowing that I had no connecting flight but without knowing what to do in Brussels. Their transfer desk very easily found me a flight the following morning (note I had been told earlier that all were fully booked) and directed me to a hotel for the night. Finally I got to Geneva in the middle of the following day, as opposed to 22:00 in the evening. I contacted the airline after my arrival. Initially they denied any responsibility as my flight was less than 3 hours late (they only looked at the first leg to Brussels), and now after more than 2 months and numerous emails, they had "completed their investigations" concluding that my flight to Geneva was less than 3 hours delayed. Having spent the night in Brussels and arriving some 13 hours late, I found that a very interesting conclusion. Generously, they offered my €25 as a commercial gesture. I had to rate them as 1 out of 10, only because 0 or negative is not available.

✅ Verified Review | Brussels to Vienna. The Loft Lounge at Brussels airport was excellent with very good food choice. Flight impeccable, with very friendly cabin service in flex&fast with drinks served several times. Good legroom and overall a very good flight. Neuhaus chocolate after dinner snack!

Tel Aviv to New York via Brussels with Brussels Airlines. This was by far one of the worst airline experiences my husband and I have had. On our flight to the US from Tel Aviv via Brussels we did not receive our Kosher meals although we made sure to order them with our ticket. We were told on the flight that we had to have confirmed the Kosher meals when checking in, although no such confirmation option appeared when we checked in. It does not make sense that a passenger who ordered a special meal would suddenly not want it when checking in and that the airline can assume that they can remove that special meal. To make matters worse, we just checked in to our flight back to Tel Aviv that is scheduled for tomorrow. We had planned to add an extra bag each for the flight and pay for that ahead of time. No option was available in the check out process so we finished checking in and called the airline's customer service for assistance. Not only did the representative put us on hold for every question we had but she told us we would have to pay more to add the luggage since we had already checked in. Even though we had never encountered this before we agreed. However, when she wanted to charge us 100 Euro per bag on the phone instead of the 75 Euro listed on the website we declined. We are hoping to simply pay the 75 Euro tomorrow at the airport, although at this rate I am wary to believe anything that Brussels Airlines says. We will surely never fly Brussels Airlines ever again.

✅ Verified Review | This is the worst airline ever! Our flight from Toronto to St Petersburg Russia had a plane change in Brussels. Once on new plane the pilot announced we would be taking off momentarily since some of the luggage had been loaded? When we arrived at St Petersburg, 1 of our bags did not arrive. The reason we were in St Petersburg was to run in the White Nights marathon. Unfortunately, the bag that did not arrive contained all of the running clothing and shoes in addition to the clothing needed for the remainder of the week's vacation. After being given forms at the LED airport counter to fill out in Russian (which we don't speak) someone provided us with a form in English to complete and a tracking number. Every day we called this number and were told the luggage had not arrived. Six days later, on the last day of our stay we were told that the luggage had arrived and we could come and get it. We were leaving that night for the airport so we said we would just pick it up when we got there for our return flight home. Once we returned home, I submitted my claim for reimbursement. The claim included the minimal amount of clothes that I purchased to get through the week, since each day we expected that our luggage would arrive. Brussels Airlines has now declined our claim submission twice as it is their position that a power failure caused the delay and they have no control over this. I have wasted much time and energy to only receive a form letter back advising that they can not reimburse me for what I was forced to purchase. I will never fly on this airline again and can only hope that others don't find themselves in a similar situation with them!

✅ Verified Review | Edinburgh to Brussels with Brussel Airlines. Not a bad flight. We left about 15 minutes late, due to a delay with the incoming plane. The gate crew kept us up to date with accurate departure times. The plane seats 3 x 3 across. The seats are leather and very comfortable. Plenty of leg room. No electronic seat display. The flight is only about an hour and it was a very smooth flight. There are no free beverages, the flight crew was very businesslike. There was a delay on arrival because there was no one to get the sky bridge exit ramp attached to the plane. They were busy. Really! Luggage was speedy. Still, I don't have any major complaints.

✅ Verified Review | Brussels - Barcelona return with Brussels Airlines. Both flights had a delay which was the only minor point. Online check-in and mobile boarding pass worked like a charm. Clean aircraft, superb cabin crew like most of the time. Food products are from the brand "Foodmaker" which is a huge improvement. Still like to fly with this airline, despite the delays they have most of the time.

✅ Verified Review | Toronto to Brussels. 4 years ago I flew with Brussels Airlines and had a horrible experience with customer service after me and my teams flights had to be rebooked due to flight delays. I vowed to never fly with them again, but It's been so long it seems I forgot just how horrible they could be - until my recent flight. Flight attendants rude and disrespectful for no reason. In addition they skipped over me for both meals and when asking them about it I was scolded for getting out of my seat. Please give your business elsewhere.

✅ Verified Review | Paris to Douala via Brussels. I asked to change my return ticket. After 1h30 on the phone I was informed that it would cost 171€ for the change of ticket. I received another call 1h later informing me that the change would actually cost me 249€, I agreed on paying this amount, insisting with the person on the phone to confirm the cost would be 249€ IN TOTAL and not 249€ + 171€. She confirmed. I received later a bill of 130€ for the change of ticket + 290€ for the cost difference, which is equivalent to 249+171€, so 420€, that I would never have accepted to pay! Since then I have called the after sale service 4 times in 6 open days to ask them to listen to my conversation and correct their mistake. They told me each time that my request is being processed and that they will call me back in the afternoon, which never happened. With regards to the flight, I had a flight with a terrible crew that looked annoyed at each request and that was being very unskilful - my neighbor got wet with wine&water after the hostess tried to serve him drinks and I got water on my computer too and never got an apology.

✅ Verified Review | Copenhagen to Brussels. I flew Brussels Airlines in July 2016, due to strike action our plane was more than 2 hours late and our luggage was left behind. I understand these things happen but what I don't understand is the lack of care shown by staff. We were a family travelling from the other side of the world we had nothing and we weren't even offered a tooth brush. No one would reply to our emails our phone calls etc until we wrote on social media (something I have never done before but we we desperate). Our luggage has been previously left behind by Air France but we were kept up to date every minute until our luggage was returned. We are entitled to compensation and we have this in writing. We provided all documents requested and they then asked for our bank details on 1 August 2016 which we provided and we have not heard from them since then. I have never encountered a company quite like this - no wonder their staff go on strike. I would think twice about flying this airline. Even after the delay leaving our luggage behind you are not even offered a complimentary glass of water!

✅ Verified Review | London to Toronto via Brussels. Flight to Brussels in economy on A320. One hour late departure because of aircraft late arrival. Not particularly friendly staff who seemed to just go through the motions. Arrived one hour late in Brussels and faced a one hour delay for luggage. All passengers on the flight were affected. It would have been a lot faster to have taken Eurostar. I had an issue getting a seat assignment when I purchased my ticket with both airlines (Air Canada and Brussels Airlines who code shared the return flight), telling me that the other was responsible for the seat assignment. Both Air Canada and Brussels Airlines told me that I would not be able to get a seat assignment except on the day at the airport which turned out to be baloney as I was able to choose my seat 24 hours before takeoff on the Brussels Airlines website. Highly amateurish behaviour on both airlines part and bad service for the cost. Brussels to Toronto in Business Class on A330. Brussels Zaventem is a mess of an airport since the terrorist tragedies. Huge lineups just to drive into it, more lineups as one has to go through a security station before one enters the Terminal building, again huge security lineups to go to the gates, lineups (mine was 35 minutes) to go through passport control and unbelievably more lining up before boarding aircraft to have one’s passport stickered. It took me nearly two hours without pause from the moment I arrived t the airport to get to board my flight. The flight ended up being pleasant enough however the configuration in Business class is not comfortable. Three rows (left, middle and right) of two seats together and one single seat alternating down the row. The single seat has lots of surface room on either side compared to the two seats together that are fitted in a space equal to the single seat. Luckily I had a single seat but witnessed the unhappiness of two fellows behind me trying to get comfortable in the limited space they found themselves in. I peeked into the economy section and counted my blessings when I saw the sea of sardines. The service was good and the food edible though not terribly original for a much touted Michelin starred chef that was supposed to have created the cuisine. If I was to redo the trip I would fly back to Toronto either through Amsterdam or Paris to avoid Zaventem and choose Air Canada or Lufthansa over Brussels Airlines who just don’t quite cut it in spite of being the only direct flight in and out of Toronto.

✅ Verified Review | First leg was a night flight from Toronto to Brussels. A330 was in good state, decent seats and IES , however the crew quickly dissapeared after serving lunch with the exception of a middle aged hostess who helped with crying children over night. The short flight from Brussels to Milan was the most ridiculous experience in 30 yrs: they found a technical problem when approaching Milano and decided to fly back and land in Brussels to save some penny on maintenance costs! But at the cost of passenger's time. It's still the old legendary Sabena stupidity. They shall be desperate of money or close to bankrupcy. Never again.

✅ Verified Review | I flew the Brussels Vienna route several times recently and always travelled with a Flex&Fast ticket. Advantages of the Flex&Fast ticket is bookings can be changed which I may have to do as I fly for business purposes and duration of my trips is often uncertain. Price paid for Flex&Fast is always premium (high). Apart of the flexibility Flex&Fast also allows Fast Lane Access in Brussels and Vienna which is nice. Also travelling in Flex&Fast you have priority boarding but both in Brussels and Vienna it happened several times transport to the plane is by bus so the only benefit you get then is you get on the bus first. A meal is included as well but having flown this route frequently the meal (a salad in a plastic box) always has been about the most horrible food I ever got served on an airline. I see several other passengers just like me open the box, take one bite and they are finished then. As a compensation usually the crews are enthusiastic and joyful. Flights are more or less on time though I already had a couple of delays of almost one hour in Brussels due to so called heavy traffic. Given the price paid certainly no value for money.

✅ Verified Review | Budapest to New York via Brussels. There was a ground staff strike during our trip in Brussels Zaventem Airport, so we had to sit 3 hours on the plane before take off waiting for the luggage load. After 3 hours the staff told us that they only loaded the cargo and all the passengers luggage were left behind in Brussels. We got no information in New York JFK what we should do, only a paper with a token for baggage tracking (what didn't work properly). After 50 hours we got back our luggage. But, this happened in June, still no response for our claim. Nothing. And they aren't reachable on phone or mail. The onboard service is ok (not superb just ok), but that's all.

✅ Verified Review | London to Zagreb via Brussels. I was only carrying hand luggage, as I prefer to pack light. Brussels Airlines staff made me check in my bag into the hold as the plane was 'exceptionally busy', despite being very early for my flight. My bag did not reach Zagreb the same time I did, and had to be delivered on another flight. This pretty much ruined the first part of my holiday. They had to deliver it the next day to my holiday accommodation, but we had booked an expensive day trip, which was also ruined as we had to wear dirty clothes, which were not suitable for the Croatian weather, was wearing glasses (couldn't see anything due to the glare). I understand mistakes happen, but Brussels Airlines didn't seem interested and refused to consider compensation for the inconvenience caused.

✅ Verified Review | Venice to Madrid via Brussels. Had a terrible experience wasting whole day due to the sudden delay from Venice to Brussels for doing the transit to Madrid both with Brussels Airlines. We supposed to traveling around in Madrid! The service and communication were not well done by the company. The delay was not our fault but we were forced to change flight as the original plane was departed without us. We ran here and there in the airport and finally been arranged to board Iberia one hour later while leaving our luggage behind. The staff told us that the luggage will either reach on time with my arrival or I have to do a claiming. Above all was still fine until we had been told our luggage (which had all the important stuff, we had no single clothings with us) will only be sent to us next day afternoon! The 'next day afternoon' was still an uncertainty, we have to waste another half day tomorrow to wait for the luggage in the hotel, this was absolutely unacceptable, never had this kind of flight experience in our life! Brussels Airlines staff should have warn us so we can make better option and at least apologise! No compensation was done on this occasion. We were truly disappointed and upset!

✅ Verified Review | Hamburg to Brussels. Without any previous notice Brussels Airlines changed the Avro jet by a noisy Dash 8 with props operated by low cost carrier flybe. Even with the inconveniences of that change not all passengers were granted a free drink and when you eventually did want a drink you only were available to pay by credit card. Flight with some 35 minutes delay - once again Brussels did not show any care for its passengers.

Last-minute booking from return London to Aberdeen produced a fare of nearly £300, but Easyjet and Flybe did not fly Saturday or had similar prices. Like budget airlines, I paid extra (£8) to reserve seat when booking. On the return flight a young family had the two seats next to me, and one over the aisle. I had paid extra for that window seat. They asked if I would take the aisle seat so they could sit together, which I did, but there is something wrong when I paid extra for that seat. I hate these extra charges precisely for these reasons, they cause more problems than they solve. It was better this family sat together ,but I was ripped off for that extra (small amount though it was). The crew on both flights were excellent, friendly and efficient, serving drinks (including alcohol) and a biscuit or crisps, the "included" offerings would cost around £5 on the "low cost" alternatives. If BA want to stand out from that crowd (And it should) they need to offer a better product than this..

✅ Verified Review | Brussels Airlines still does try to be regular carrier and cheap carrier in the same cabin so : business called BIZ, economy with and without service (the last with and without luggage ) the economy without service is called "light" and passengers have to pay for drinks - even for mineral water - and some snacks the meals in the economy with service "flex" are disgusting and drinks are served out of big bottles. In business plastic cutlery however on the flight to Hamburg a lot of passengers from a connecting flight were seated in the "light" area and it appeared those pax are eligible for free drinks. So the following situation did happen your neighbour did receive free drinks and you had to pay 3€ for mineral water. 50 minutes waiting time when first piece of luggage came out

3 Hours delay in Brussels due to a thunderstorm, very bad communication. We had to wait in the airplane for almost 3 hours and we received one glass of water. When you fly in economy like we did, you have to pay for everything and the drinks and meals were very expensive. The crew was not friendly. The flight from Malaga to Brussels was a flight without luggage because there was a strike in Brussels. We couldn't check in our luggage so we decided not to fly. We rebooked the flight for free but we had to pay for an extra night in Malaga. I made a complaint and I am still waiting for an answer but they have a very poor customer service. Brussels Airlines is a low cost company with a bad customer service and they have most of the time delays. I would not recommend this airline.

If you travel with Brussels Airlines on a route where there is little/no competition they are extremely expensive for a basic service. My most recent experience from Bristol-Brussels return (the flights are provided by BMI Regional) cost the usual several hundred pounds for the cheapest ticket and for that I got no flexibility, no hold luggage and very basic catering (a drink and biscuit). The outward flight was delayed by 45 minutes with little explanation and the return by three hours due to a ground crew strike at Brussels. I am sure the airline will claim this was beyond their control, though some flights appeared to be leaving on time. They did nothing to ease matters, and only very reluctantly issued drinks vouchers, to those that asked, after two hours - they are a legal right. Premium prices, below average service.

✅ Verified Review | Took four flights with Brussels Airlines over the course of a long weekend from Birmingham to Nice via Brussels. Check in at Birmingham took about 25 mins which felt a long time because there were only 10 or so people in the queue and most of them had checked in online. The online check-in process allows you to select seats which is obviously better than a free for all when you get on the plane. My bags were automatically routed through Brussels though which was good. The service on board is fairly basic, but my flights were only 1 hour or so long so it didn't bother me. I did buy a coffee on the first flight which was 3 euros and was more than adequate. The leather seats were very comfortable with plenty of leg room. The punctuality of the flights was the only negative, although it didn't directly affect me. All four flights were between 15 to 45 minutes late leaving, which meant that for some people connections at Brussels were a lot tighter than they should have been. The cabin crew did call out the gate numbers for selected flights when we were taxiing to the terminal at Brussels but I do wonder whether the bags would have made for those passengers with tight connections. Overall, I would recommend this airline, but be wary if you have less than 1 hour connecting in Brussels because in all likelihood it will be less than that in reality.

Porto to Brussels with Brussels Airlines. First and lasting impression was that Brussels Airlines is akin to a low-cost carrier. Only 2 flight attendants were present, one warm and the other grossly uninterested - both disappeared 40 mins into the flight. No entertainment, only buy on board food which had 1 vegetarian option - a brie sandwich. Flight was uneventful. Quite a bland experience.