Brussels Airlines Reviews 

most flights are overbooked and they will then refuse to reimburse you. You will have to sue them in court (they will loose)

I want to warn other travellers about my experience with Brussels Airlines, because my baggage damage claim has now been left completely untreated for over two months, even though I followed every required step correctly and on time.

What happened (all verifiable facts):

– On 12 February 2026, I reported damage to my buggy and car seat immediately at Brussels Airport (Zaventem) via Dirby.
– I received an automatic email from Brussels Airlines confirming the report and instructing me to contact Dolfi for repair.
– I did exactly that.
– Dolfi investigated the case, confirmed the item was not repairable, and forwarded the full file to Brussels Airlines on 20 March 2026.

And then the real problem started:

– I submitted the Brussels Airlines online form more than 13 times.
– Every time, their website said the claim was “successfully submitted” and that I would receive a confirmation email.
– I never received any confirmation emails.
– I reported this issue multiple times via email, Messenger, and phone, but the only response I get is:
“We cannot help you, you must submit the form online.”
– But I already did — more than 13 times — and their system simply doesn’t work.
– Their AI bot keeps sending me in circles on their website, without ever opening a real case.
– I also submitted the claim through the Brussels Airlines app. That time I did receive a confirmation email, but again: no follow‑up at all.
– Meanwhile, Dolfi confirms the file is with Brussels Airlines, but Brussels Airlines does not respond to anything.
– No follow‑up. No decision. No compensation. No customer service.

I have now filed official complaints with:
– FOD Mobiliteit – Passenger Rights (Belgian government)
– ECC Belgium (European Consumer Centre)
– Testaankoop (consumer organisation)
– The Consumer Ombudsman Service

The only place where I cannot file a working claim is Brussels Airlines itself, because their system does not send confirmation emails and their customer service keeps redirecting me to the same broken form.

Conclusion:
Brussels Airlines leaves customers completely on their own once something goes wrong.
Everything was reported correctly and on time, all evidence is available, but they simply do not handle the case.

The worst compagnie I've never take. My flight was canceled 3 times.Lastone a 5 days before a departure...They coudn't propose me another fly in the same day...2 days before or 1 day after...I had to planify 2 times, to cancel hotels,trains to visite ...Newer more Brussels Airlines..3 years ago they lost my luggage and newer found...a few euros of compensation ..It's shame for Lufthansa group....

I am in shock how hard it is to reach Brussels Airlines to get help.

Makes you wait for an hour+ to chat, with zero estimates how long it's going to take. Then when you look the other way, they close the chat after TWO minutes of them joining. NO warning, no sounds, no nothing.

Finding a number to call is nearly impossible, and when you finally do - again no wait time estimates, just elevator music forever. I am writing this as I waiting on the phone, still with NO idea how long this will take. It's now been 90 minutes since I started. Still no help. And it's just a normal Thursday.

US airlines are SO much better at this. Different worlds.

We booked a flight to Freetown from London. We found the staff helpful and polite. On our return we missed our connecting flight to London due to delays from security checks in transit. Marilyne and Ilce went above and beyond their duties in ensuring we had an earlier connecting flight to London. We’re extremely grateful.

I had a really disappointing experience after flying with Brussels Airlines and as a result the lost property at Brussels Airport.

Despite reporting my lost property promptly, it has never been recovered - even thought Brussells Airlines claim they clean and empty the overhead loclers after each flight. Given how unique the item is, I find it extremely frustrating that it seems to have completely disappeared with no clear accountability.

In trying to resolve the situation, I ended up being scammed by a third-party “priority search” service, which charged me to supposedly investigate the loss but provided no meaningful help. This added unnecessary stress and cost to an already frustrating situation.

Communication throughout the process has also been poor. Responses have been generic, slow, and lacking in detail, making it difficult to understand what actions (if any) were actually taken to locate my item.

Overall, this experience has left me feeling very let down. I would strongly advise others to:
• report lost items directly through official airline/airport channels only
• avoid third-party recovery services

I hope improvements can be made to the lost property process and communication going forward.

The biggest puppetshow ever to beat kirmit the frog ..... i rather pay double or even tripple with a diff airline and fly 6h longer than to ever book with them again .... even Ryan Air is 10x better and OMG They suck so .....there ya go

I am writing this review after a very frustrating and unresolved experience following a flight disruption.

On 4 January 2026, I was travelling from Athens (Greece) to Copenhagen on a ticket issued by SAS. I was rebooked onto a Brussels Airlines flight from Athens to Brussels, which was cancelled due to airspace closure.

Following this cancellation, Brussels Airlines handled the rebooking, which resulted in a delay of approximately two days before I reached my final destination.

No accommodation, meals, or transport were provided at the time. I was informed by the handling staff that reasonable expenses would be reimbursed.

Following this, I contacted customer support and submitted a reimbursement claim on 8 January. On 1 Februrary they requested receipts for my expenses. Based on this, I expected the case to be handled within a reasonable timeframe.

However, after this reply, communication stopped. Despite multiple follow-ups on 2 March, 17 March, and 26 March, I did not receive any response at all.

On March 26, I escalated the case, expecting that this would lead to resolution. It has now been more than 10 days since the escalation, and I still have not received any update, acknowledgment, or explanation.

At this point, the issue is no longer just the reimbursement itself, but the complete lack of communication and transparency. A reimbursement was clearly acknowledged and promised, yet no action has followed.

This experience has significantly reduced my trust in how customer cases are handled. I am still waiting for both a response and the reimbursement. If possible, I would advise others to avoid Brussels Airlines, given the risk of experiencing the same lack of communication and accountability.

Case reference: 2601-SN-03030

I mistakenly booked extra luggage on my outbound flight instead of my return. I asked if this could be switched round. Not only did customer service refuse to do this, I had to pay 310 euros to add the extra luggage, three times as expensive as when I booked the flight. I will never fly with this airline again.

My Experience with Brussels Airlines – Ongoing Complaint (Almost 1 Year, No Resolution)

- In May 2025, my family (2 adults + 2 children) flew with Brussels Airlines to Accra. The tickets cost us over €2,000, making this a significant trip for us.

- During the flight, we experienced an incident involving unacceptable in-flight conduct, which left us very disappointed and concerned.

- I submitted a formal complaint shortly after the flight, expecting a professional response and proper investigation.

- After multiple follow-ups over several months, I received only one acknowledgment, asking me to fill out a form—but nothing meaningful came after that.

- Since then, all further emails have been ignored, despite repeated attempts to get an update.

- It has now been almost a year, and:
- No resolution
- No explanation
- No apology
- Not even a proper acknowledgment

- As a paying customer, traveling with my family, this level of service is unacceptable.

- Due to this experience, we chose a different airline for our annual trip to Ghana this year.

- I am sharing this so others are aware: based on my experience, Brussels Airlines does not appear to take customer complaints seriously or treat their clients with the care they deserve.

- I had hoped to resolve this privately, but after nearly a year of being ignored, I feel it is important to make this public.

Disappointing and frustrating experience overall.

I had a business class flight from hamburg via Brussels to Nairobi - due to long de icing times in HH I missed my connection. Had to go via Brussels and London to Nairobi and had almost 12 hour delay - and my suitcase took 4 days to arrive in Nairobi - as I was an a safari the airline I only got it back a week later when I was back in Nairobi. All this came happen but what is embarrassing is that the airline refused to pay for the delay ( there is a German court case that confirms that de icing is not unusual in January and that the airline is liable . And even worth I did not get any refund for the close I had to buy - will pass it on to flight right now - what a shame - can not recommend Brussels air - not even in business class .

Very disappointing experience with Brussels Airlines customer service. The agent, Siddhant( not sure if i spelt it right), was extreamly rude ( i could not believe this was an international airline customer support) unhelpful and unprofessional. He did not respond during the live chat, and when I called, he claimed he couldn’t hear me even though I was speaking clearly.

This felt dismissive and frustrating. I expected much better service.

BA is not issuing company invoices!!! Beware of purchasing airline tickets from them!!!

This is what has happened to me: during the purchase process, you can request a company invoice, which I did. However, even after 5 days (as stated in their communication), I did not receive it. I then sent two requests through the form on their website, asked about it in multiple chats with live agents, filed a complaint with their customer care, and even contacted the Lufthansa Group—but still nothing!!! Now it has been a month that I am desperatly trying to get a company invoice.

I have never witnessed such illegal behavior… Never again will I buy a ticket from this company.

We booked 2 deat together when we booked the flight - a row with only 2 seats together.
The day before they changed our seat so they are no longer together.
We check in 3 hours before - and get 2 seats together.
In the gate they then again change the seats, so we are no longer sitting together. We fly a lot and have never expericed anything so unorganised - I would not spend money on this airlines.
They stewardese just say they should sort that in the gate and not in the plane - but he said it would be sorted in the plane. Absolutely horrible staff.

First flight (out of three) cancelled. The first two flights were rerouted so we were on time to catch our last flight. To our surprise, our seats on the last flight were cancelled because we weren't on the original flights. We had to book 2 other flights (+/- 1000€) to get to our destination with a 12h delay. This was 7 months ago, still no compensation, no response on our reminders, nothing. A shame!

We’re being told to put our bags in the hold because apparently there’s no space left in the cabin, but when we get on the plane, there actually is space.

I am extremely disappointed with how Brussels Airlines has handled a damaged luggage claim following a recent flight.

My suitcase, an American Tourister model that was in perfect working condition prior to travel, was severely damaged during airline handling and rendered completely unusable. The issue was reported immediately, and a case was opened with Brussels Airlines in January (Case ID: 2601-SN-01043).

Following the airline’s instructions, I contacted their partner company, Dolfi, who confirmed that the suitcase was beyond repair. Dolfi offered compensation of €104.97; however, this amount is clearly insufficient to replace the damaged luggage. Even based on pricing on Dolfi’s own website, a comparable replacement would require an additional €70–€80, while similar branded luggage in the UK currently retails from approximately £150 or more.

Dolfi advised that the case would be referred back to Brussels Airlines for further resolution. Unfortunately, since that referral, I have received no meaningful follow-up or update despite multiple emails requesting assistance. I was ultimately forced to open a second case in March simply to request a status update because there appeared to be no other way to contact the appropriate team.

The situation has now been ongoing for several months with no resolution timeline provided. During the initial incident at the airport, delays caused while resolving the baggage issue also resulted in additional taxi waiting charges of £65.00, for which reimbursement has been requested but remains unanswered.

What is most frustrating is not only the inadequate compensation offered but the lack of communication and ownership of the problem. The claim has effectively been passed between parties without clear accountability, leaving the customer to repeatedly chase responses.

I would have expected a full-service airline to handle damaged baggage claims fairly, promptly, and transparently. Instead, the process has been slow, unclear, and unnecessarily stressful.

I hope Brussels Airlines reviews its customer service and claims handling procedures!! I think taking them to a small claims court is the only option left now.

Rated one star because zero is not an option. They cancelled my direct Brussels_Berlin outbound two days before the flight, rebooked it for a day later as an 8 hour stop-over and told me to go to the chatbot if I didn’t like it. The bot was unable to anything at all. Then looked in the small print for a phone number to call. After a very long waiting time I finally got a person on the line. Could as well have been a bot too. Did have a really great solution from their perspective: cancel with refund and book again at a much higher price. I will never fly this airline again and will drink a glass of champagne when they announce the bankruptcy in the news. Summary: nothing but sad like the city’s name they carry.

Extremely long wait for passport control after arriving at Brussels airport. The massive downside of using Brussels Air is the fact that you have to fly into Brussels Airport. I've been travelling for over 50 years and never had such a long wait for passport control.