Brussels Airlines Reviews 

Brussels Airlines is the worst airline I’ve ever dealt with. They told me to send an invoice and BIC code to reimburse my damaged luggage — I did everything they asked. But they never paid and now they’ve completely stopped replying.

This company is a scam when it comes to customer service. Absolutely disgraceful behavior for a global airline.

Insist on check in of hand baggage which contains valuable, computers, ipad, chargers, important documents for meetings. Not all customers are requested to do so, select certain "individuals', very intimidating and unfreindly. Long delay and then cannot disembark due to problems after landing. Finllay lad at terminal b so long wait and bus to terminal a. Delay with bagagge.....better alternative airlines. Worse than low cost airline, no food, pay for drinks and food, full price, pay for checked baggage and NOT ALLOWED any cabin baggage. You're expected to remove computers and such from cabin approved bag, within size and 8kg limit, and check in. Ryan air and the like allow a free cabin bag, not brussels airlines, no cabin baggage allowed.

They cancelled my flight and rebooked me on another airline without honoring my original baggage allowance. I paid for a cabin bag and a personal item — they downgraded me without notice, and now I’m stuck arguing with Aegean Airlines over what I’m allowed to bring.

Brussels Airlines blames Aegean. Aegean blames Brussels. No one takes responsibility. No fix. No apology. Just a mess.

Absolute clowns.

I am deeply disappointed with my experience with Brussels Airlines. Their customer service is not only unhelpful but also practically non-existent in any of Belgium's official languages (Dutch, French, or German). It's absurd that a national airline cannot offer support in the country's own languages.

Instead, all calls are redirected to an English-speaking call center in India, where communication is nearly impossible due to poor language clarity and, frankly, shockingly rude behavior from the agents. It’s unacceptable that a company with such financial means does not invest in quality, multilingual customer service.

Worse still, flights are canceled without prior notice, with no regard for passengers' schedules or deadlines. It’s clear that this airline prioritizes profit over people. At this point, it feels more like a scam than a service. I will absolutely not be flying with Brussels Airlines again, and I strongly advise others to do the same.

A wonderful combination of professionalism and human warmth, high quality and genuine friendliness.

I normally take the train because I’m afraid of flying. I had tried all kinds of strategies and tricks to overcome my fear, including a private course to get rid of it that cost two thousand euros — the equivalent of my monthly salary. But it hadn’t worked.
I was now obliged to take the plane to attend my aunt’s funeral, so I had to confront my phobia. Very luckily, I met a highly professional and deeply humane staff who welcomed me and my fears, and turned what would otherwise have been a nightmare into a transformative experience.
Thank you Ludovic de Tumovsky and Carlo Antonelli on the SN3181 Brussels-Rome and Pauline and all her colleagues on the SN3184 Rome-Brussels.
You have been my earthly angels.

Unfortunately, my last flight with Brussels Airlines was very disappointing. One of the biggest surprises (and unfortunately the negative ones) was the complete lack of any refreshments on board - not even plain water! In today's world, when many airlines offer at least basic drinks, such a saving on the part of Brussels Airlines is unacceptable.
It's not about luxury, but about the minimum comfort during the flight. The lack of care for the passenger makes it difficult for me to decide to fly with this airline again. I definitely do not recommend it, especially if you count on even the basic standard of service. What a crap! 8SPGFW

PLEASE stay clear of Brussels airlines. I was directed to the wrong check in desk by Brussels airlines, then told I had missed check in after queuing. They refused to place me on the next for free, despite the delay at check in being due to their errors! I was told to pay £560 to fly the next day! When my total ticket cost £570! I have spoken with others who also when through the same thing. Brussels airlines delays you at check in and then forces you to pay for another ticket. DO NOT USE BRUSSELS AIRLINES - IT IS A MONEY GRAB SCAM

Was denied boarding at check in for a flight from Manchester to Shanghai. Insisted I needed a visa but this is not necessary for a Brit transiting through China. Was a complete mess, staff were unclear what the issue actually was. Ultimately was denied boarding so I cancelled the ticket and rebooked with KLM and had zero problems boarding their flight and making my transit.
Additionally, terribly rude staff (I get it they were agency staff and it was 5am in the morning but none are excuses) and they simply don't care. Not an ounce of customer service.

9 months later - Still waiting a refund.
On 30th September 2024 18 travellers travelled from Brussels to Edinburgh Airport. They had vouchers to be able to take their golfclubs for €40 p.p.. At the airport they were wrongly charged €80,- p.p.. I'm still waiting on a refund of €40,- p.p. and I'm not able to get hold of the customer service team from this airline.

Fraud. Bought a ticket that is qualified for a change. Within 7 hours, I asked for a change of flight from a different airport, and it's been a week, they are refusing to acknowledge my change request.

Just a NO from me! Rude staff, gross incompetence, attitude and carnage. Low cost companies as bad as they are wipe the floor with you. Never ever again! Avoid!!!

They are always late with their flight from Milan to Brussels. Half an hour at least and 2 hours at most over 15 flights in the last 5 months. Check in is always delayed waiting for passengers to finish shopping. No respect for anything.

I bought a ticket on Expedia that included a checked bag. At the gate, although the boarding pass indicated I had paid for the bag, the bag taker could not find it in the computer. I was charged an additional 60 Euros. I cannot get any assistance from a human on the Brussels Airlines website and the bot can't help. The advertised human never joins the chat. Complaints/feedback via the app or website are not acknowledged, and are limited to a very small number of topics. The app, which I downloaded the day before the flight is a NIGHTMARE. It took hours to check in. First it kept rejecting my password; the reset link took four hours (arriving at 3-ish in the morning). When I awoke and reset the password, it took another four hours for my boarding pass to arrive in the app, which seemed to feed the issue at the bag check. The only customer service number that I can find anywhere is a number in Belgium. On a positive note, the flight attendants were lovely

One of the stewards was unnecessarily aggressive and confrontational in front of a child who was sleeping. We were shocked to see a completely unjustified reaction to a benign situation.

I had a very frustrating experience with Brussels Airlines. After a significant delay caused me to miss my connecting flight, the airline refused to offer compensation. They blamed "force majeure" and poor weather conditions at both the departure and arrival airports—claims that felt more like excuses than facts.

To make matters worse, their customer service was unhelpful and unresponsive while I was stranded at the airport. There was little assistance, no clear communication, and absolutely no sense of accountability.

I expected more from a major airline. Based on this experience, I would strongly recommend choosing another airline if you want reliability and proper customer care.

If there was anything lower than 1 star, I would have given. The man Cyrus is Liberia almost punched. An idiot, I'll mannered.

First time with this airline and what a bad experience!!! The flight was at 15:40 and at 16:50 they announced 45 more minutes of delay!! Attitude like nothing is happening and ironic smiles from the cabin crew….oh yeah!! They offered us water!!! 🤣🤣🤣

If I could give 0 stars I would. Flights and plane staff/service is good, but customer service is horrendous, especially the English line. Waiting in line for very long and hanging up on me mid call is unheard of.

Brussels Airlines changed our flight from Brussels to New York last minute to a lowcost airline Air Europe. If you contact the customerservice you can't understand the people who are working there. They don't speak properly Dutch. Finally they cuold not help us with our problem even if we wanted to pay more.

Frankly, I am of asian origin living in Belgium for the last 34 years. However, what surprised me, I was travelling within the EU, and was the only person singled out to have my ID card checked for my to and fro flights ... What intrigues me is, when people arrive clandestinely illegally on boats, does European officials check their IDs ? No, they welcome them and pay for their upkeep in the EU ...