Brussels Airlines Reviews 

Worst airline booking ever. Dynamic pricing means you can run all the way through the booking process to then end up on an ever-loading page. After trying again the same flight is €50 more expensive, the agent says "somebody else could scoop up your seat and then the page will get stuck". Unseen.

And booking with miles? Shows nice discount, doesn't work, credit card gets charged in full.

Avoid.

As a black person, expect to get extra scrutiny and to be asked, when you don't thank them for the special attention: "Can't you speak or something. " Goodluck

Their website crashed right after the payment. Apparently they received my booking but didnt get the payment but the money was charged to my card anyway. I spent 1 week going back and forth in emails and telephones talking to clueless people in a call center somewhere in India or Bangladesh who had no idea what to do. After about 4 weeks the money was returned back to me. In the midtime i booked with another airline. Stay away from this company, Customer Service is not even 0 its -100000000

My direct flight from BRU to MAN UK on 04/11/2025 was abruptly cancelled 2 hours before departure due to Drone Activity at Brussels Airport.
The airline rebooked me on a non-direct alternative flight on 05/11/2025 with a 5 hours stopover, to which I naturally objected.
They then rebooked me on an alternative non-direct flight with a 1 hour stop-over which I reluctantly accepted.
Being that my confirmation email never arrived via email I called their customer service yet again and was told that a direct flight is available but was charged an extra £80 for it!!
I was then called by a Brussels Airlines rep who apologized that the extra charge for the flight was incorrect, but was unable to provide a refund and told me I need to make a claim with customer service online.
I have made a claim online with Customer Services no refund was provided!!
I’m now taking them to court, this is a shameful unethical unreliable airline do not fly with them.
Furthermore, their customer service reps speak very little English and although they are a belgian flagship airline they speak Dutch with a heavy foreign accent!
Waiting time for a rep on the phone was almost an hour each time.

Update: I won the count case against them and have received compensation.

Arrived this morning at Brussels Zaventem Airport with my family. We were heading for Conakry Guinea.

My youngest son 'Sahr Jade' was not allowed for checking due visa error during application. i explained that i had problem with the website during the application process. I applied for my 2 children.

The older child 'Sia' visa application was successful. The younger child application was not completed the website freezed just after the payment for the visa was completed. After series of communication with the Guinea Conakry Embassy in Brussels and the immigration office in Conakry they concluded that i should go with the print screen copy of the faulty application on my arrival at Conakry airport they will rectify the situation. I tried to explained to one of the senior SN Brussel staff that was interrogating me but he did not buy out my explanation. He made copy the visa application evidence , the child, father and mother passports after that within 30 second he concluded that he is not going to allow the child to check-in. I end up staying in Belgium with the child while the other family members travel to Conakry.

Now the airline is telling that my ticket is cancel out even the return ticket i can't make any claim for it. if i want to travel i should buy another ticket.

From the airport today I went straight to the Guinea Embassy they want to issue me a travel pass for the child to Conakry I told them that SN Brussels asked me to buy a new ticket cost almost 1,100 euros. This really break my heart and confidence for the airline.

I had to pay 80 euros extra for my golf bag, even though it says on their website that you can exchange your regular 23 kilo luggage for a golf bag. I had even contacted their customer support before the trip to check that the exchange of luggage was ok. My brothers, who were on the same flight, changed their regular luggage for a golf bag and did not have to pay anything extra. When I contacted the complaints department after the trip, they referred to a paragraph and saw no reason to refund the fee even though their customer support had said that you could exchange your luggage. This was the only and last time I flied with Brussels Airlines.

I am extremely disappointed with the service I have received. For the past year I have been trying to get the refund for the ticket I never used but got yelled at by agents and got hang up on. Told there is no manager that can help me and that there is nothing that could be done. They were so rude I could hear reps laughing in the background.

I’m very concerned by service an approach of airlines. You have over booked flights and no space of hand carry I have bought. In the end I will be waiting for my luggage since you took it and always scratch it. Worst service ever! Unprofessional more than low cost operators

Absolutely disappointing airline service.
1. Our hand luggage was taken and checked into the baggage hold, even though the flight was not full and the overhead compartments still had space with only coats and small bags.
2. We waited almost 25 minutes for our luggage after landing. Because of this delay, our taxi left, and we lost €105 for the trip. We then had to wait almost 50 minutes for the next train. As a result, our journey from Brussels Airport to Antwerp took over 2 hours.

Completely incomepentent airline. They took my payment during an online booking but never issued the tickets. Despite repeated calls and emails, support took no action. 3 weeks later they still haven't released the payment and I ended up having to buy 20% more expensive tickets.

Aweful experience, forced me to check-in my luggage at the gate even though it was small enough to fit in the cabin, destroyed my luggage (holes in the hard shell, broken zipper, bent handle) by driving over it (tire marks on the luggage). Declared the suitcase as broken on their terrible tactile screen at the airport (awful user experience). Asked me to provide proof the suitcase was not repairable in only 7 days ! Redirected me to dolfi who estimated that a 1year old suitcase with less than 10 uses was worth less than half of its original price. Provided a voucher to spend on their own store which didn't carry the brand of my suitcase. Sent my claim back to brussels airlines to get a cash reimbursement which they need 30 DAYS to do ! When I call the number to enquire why it takes so much time, I am told that there is no number for active claims and that I should contact them by email, which of course takes a lot longer to get an answer from! Awful company, always late, terrible customer service - go with ryanair or easyjet it's the same customer service but it's cheaper. I know I'll never use Brussels Airlines ever again!

My experience with Brussels Airlines was extremely disappointing from start to finish. The airport staff were disorganized, unhelpful, and often outright rude—several passengers around me were complaining about the same behavior. Check-in was chaotic, no clear guidance was given, and the boarding process was just as confusing and poorly managed.

The flight itself didn’t make up for it either: uncomfortable seats, outdated aircraft, and a tense atmosphere caused by all the earlier issues. Overall, a very bad experience. I won’t be flying with Brussels Airlines again and wouldn’t recommend it to anyone.

Start to earn back the name SABENA: such a bad experience, never again. They fly - almost all the time - with a delay. The cabincrew everything except polite and customer friendly. The price is unreasonable high. There is no difference between them and any low-cost company.

My experience with Brussels Airlines?

Don't bother booking a ticket.
And honestly, combined with the experience at Brussels Airport, the whole journey becomes a nightmare. (The airport review is another story on its own.)

Brussels Airlines has proven to be one of the most inconsistent and disorganized airlines I've ever dealt with. They cancel and rebook flights constantly - conveniently for themselves, never for the passenger. You can pay extra to reserve seats, pay for more legroom, or choose specific seating... and still end up placed somewhere completely different.

For a long-haul, seven-hour flight, we paid for those ridiculously expensive two-seat aisle options with more legroom - simply to have a tiny bit of comfort. Yet when we boarded, none of what we paid for was honoured.
The experience onboard wasn't any better. Some staff were polite, but others were extremely rude.
Even asking for a drink felt like begging for survival in a desert — you're given the bare minimum, as if you're inconveniencing them. Why shouldn't I ask for the service and seats I paid for?

Then came the final insult:

A rude agent informed us they had overbooked the flight, and that this alone should explain everything — as if we should simply accept losing what we purchased. We were told we'd receive a written note for a refund. Surprise: no note ever arrived, and no refund either. Just empty words.
It feels like to them, passengers are simply money machines — nothing more.
They have not responded to any follow-ups, and realistically, they won't.

My conclusion:
Brussels Airlines is unreliable, disrespectful, and dismissive of the very customers who keep them in business.
Save yourself the frustration — don't book with them!

If I could give them a zero i would. WORST airline. Delayed flights due to weighing luggage at the gate, forcing people to check them in because of 0,5-1 kg overweight. At the connecting flight we were forced to check in the luggage due to no space in the cabin..but there were A LOT of space. Will never fly with them again.

I would give it below 1. My flight with Brussels Airlines to Munich was delayed and even with the delay, they took forever to board an empty plane. We had to wait on the bridge for another 20 minutes while the new crew was on the plane. The result was that I missed my connection to the US, now having to pay for hotel, taxi and dinner in Munich. They don't care about their passengers. The crew was just chatting the whole time instead of being considered with the people that had connections. I'll try to avoid Brussels Airlines as much as I can.

Brussels Airlines deserves to hang on the verge of bankruptcy as it does. Their customer service is abysmal and the claims have been outsourced to some shabby outlet in India to scrape up some extra euros, which contributes to their incompetence. They require payment to change the seat, but then change that seat unilaterally for a worst seat and do not provide any compensation, just some apology from a guy in India. You can’t even get the service that you pay for. If you have a chance to fly with any other company, do it, you are not even get what you pay for.

Forced passangers sitting outside of the gate in Berlin to check their carry on because ”they had overbooked” the flight. Never had the staff jump people in the crowd like that and force them to check their bags, and people were very upset. I was told by someone in the crowd that this is how this airline does it. Save yourself the hassle and pay the 20 euro extra and fly with Lufthansa or another airline that treats you like you are a person. I will never fly with your airline again.

Delayed Flights, Rude Crew. My flight (LHR>Brussels>Munich) did not start out great at all. I only had 45 minutes for my connection in Brussels. I had a carry on suitcase with me that was approved by the Brussels Airlines employee when I checked in. They *forced* me to check my carry on at the gate after I was incredibly insistent that I did not want to check it. I was in group 3 for boarding so there were only a few other passengers that had gone on before me. The crew member would not let me go through to the gate without checking my carry on. I kept saying that I only have 45 minutes for my connection but they informed me it was 'more than enough time.' When I got on the flight, it was not even full and there was plenty of overhead space. Then, low and behold - our flight leaving London was delayed, to the point where landing in Brussels meant me and a few other passengers absolutely had to leg it to the other side of the large airport, go through passport control and then run another 15 minutes to the gate. Only to be told that the flight had left without us. We were then booked on the next flight which was flying out in 9 hours! On top of that - they would not give me checked luggage back. They continuously informed me that they would not be able to access it. So incredibly frustrating. When checking in for my later flight, I asked one of the employees at the check in desk if my luggage would be on the same flight with me. She informed me that it would be and looked it up to confirm. Then, once again, low and behold - my luggage did not arrive in Munich. After such a long and stressful travel day, it was the last thing that I needed. I went and filled out the missing luggage report and was given no timeline of when I could expect my suitcase. I woke up first thing, checked my claim - no update. Called the number and then was informed that my luggage would be on the flight arriving at 11am. Went to the airport, waited in a queue for around 45 minutes, spoke to an incredibly rude woman and was given a temporary ticket to go through and wait for my suitcase to arrive. 'There is no guarantee that your suitcase will be on this flight' were the parting words of the ever so helpful employee. Then on top of it, I filled out a compliant form about my flight being delayed by 9 hours and have received no updates or compensation what so ever from Brussels Airlines. I will never fly Brussels Airlines or any of their partnered airlines ever again after this experience. Safe yourself the hassle of being hassled and then completely ignored with no care for you as a customer.