Brussels Airlines Reviews 

✈️ £1500 lost because of Brussels Airlines’ incompetence.
I arrived at Heathrow at 4:00 AM for my 6:50 AM Brussels Airlines flight on July 21st — well on time. But due to horrible mismanagement, only ONE staff member was checking in multiple flights, and no one prioritised passengers with earlier departures.
Over 40 passengers missed their flight because of this. No announcements, no help, just silence from the staff while other airlines like Swiss Air were actively calling for early check-ins.
When I finally got to the desk, the staff were rude, unhelpful, and completely unprofessional. The woman told me I had to pay for a new ticket, and when she called Brussels Airlines, they said the decision was up to the Heathrow supervisor.
That supervisor didn’t care. I was told I had no choice but to pay £1500 to get on another flight.
No accountability. No support. No apology. Just disgraceful service.
Brussels Airlines, this is a shame. I will be filing an official complaint and reporting this under EU261.
If you’re flying soon — avoid Brussels Airlines.
#BrusselsAirlines #FlightFail #TravelNightmare #EU261 #CustomerServiceFail #Heathrow #AirlineScandal #TravelDisaster #brusselsairlinesfail

Our baggage is still missing, but Brussels Airlines claims it was 'picked up'.
We never received anything. No contact, no explanation, no support.
We’re forced to spend money on clothes for our family while they ignore us.
This is unacceptable. Brussels Airlines shows zero responsibility. A disgrace.

once again, I had plenty of issues with Brussels Airlines. I actively chose Brussels Airlines above any other cheap airlines (like easyjet), but every time, my experience is worse than with those airlines and paying 5x the price.

Now again issues during checkin, this time with seats. I wanted to change the seat, ran into constant errors both in the app and on the website to change a seat. After finishing checkin, I went again to manage book to change. It said there no changes could be made and I should contact the Call Center. It would have been so easy to then explicitly state how to contact the call center (add phone number in UI!) but nothing like it. Then tried the chat - never got any reply. Anyway, now not managed to change my seat, gonna be in a terrible seat while even willing to pay their overpriced rearrangements.

Terrible, everytime. Think I will just move again to cheaper airlines - I have the impression they even try to at least deal with some type of customer complaints.

I had a flight booked with Brussels Airlines from Tel Aviv to Brussels on July 23, which was later changed to a LOT-operated flight due to Brussels Airlines canceling their own service. LOT has suspended flights to and from Israel through July 21–22, and I contacted Brussels Airlines to ask what would happen if my LOT flight was canceled too.

I was not asking to change anything — just for basic assurance that if LOT cancels, I’ll be rebooked on the same day using another available airline. I must arrive on July 23 or the morning of the 24th at the latest.

Instead, I had one of the worst customer service experiences I’ve ever had. The agent was rude, talked over me, gave me copy-paste answers, refused to escalate, and even hung up on me mid-conversation. He kept saying “no one can predict the future,” and refused to acknowledge my situation — even though I calmly explained multiple times that I’m simply trying to prepare for a possible cancellation.

I’ve already spent thousands on this trip and just needed a Plan B. The call was recorded, and I have the full audio, which I’ll gladly share publicly if needed.

Brussels Airlines — your agent showed zero empathy, no professionalism, and no willingness to help. I’ve escalated this via email to your senior team. If I don’t get a proper response and support, I will escalate to the European Commission and Belgian aviation authorities.

The many low reviews should tell you something, this used to be a great airline, but has gone down the drain. Had a return flight Brussels - Rome, both legs of the journey were delayed by an hour, the latter make it unable for me to return home with public transport. Their customer service just sends a copy paste reply and doesn't offer any compensation. The planes they use don't have any on seat power but still charge regular prices and also don't even offer complementary water. A real disgrace as a Belgian to see how this airline has fallen, at least Ryanair gets you to your destination on time for half the costs and same comfort.

Very bad customer service, they charged me twice for the same flight. I can't get anybody on the phone to discuss the issue. Very disappointing.

Avoid! It is horrendous. Delays many delays. Do not care about the customers. Total nastiness and not professional. The most nastiest airlines I flew with. If you make a typing error in your name they oblige you to buy a new ticket!!! Be careful.

We showed up three hours before the flight took off and we’re already waitlisted ridiculous while we were still considering do not check in the luggage. They just took our luggage and put it away so we didn’t even have a chance to cancel it. Billy and Mickey Mouse airline - ridiculous

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.