Brussels Airlines Reviews 

I would give less stars if I could. Booked a ticket specifically so I could change it. Turns out, it would be cheaper to buy a new one and the customer service is no help at all. Avoid if you can

They lost my baggage and they have zero customer service — the AI “chatbot” can’t hold a conversation as they only have limited options; the human agent is even worse than AI, it just repeats the same sentence over again with no information. It’s not even a matter of delivery as they don’t even know where my bag is. The lost and found at my destination airport told me it will take “a few hours” for the system to update, it’s been over 24 hours and the latest update is still “we’ve received your report”. They have no accountability and no sense of responsibility.

Absolute worst customer treatment. Dodgy website and nonexistent support.

​I am writing this review completely appalled by the abysmal customer service from Brussels Airlines.
​Two weeks ago, I attempted to rebook my flight through their website. The system glitched, but the money was immediately deducted from my credit card anyway. My booking, however, was completely left hanging and never updated.
​What followed was a deeply frustrating and problematic ordeal trying to get a resolution. After two solid weeks of sending emails and making numerous calls to their customer service line to sort out their own website error, I received absolutely no meaningful help.
​To make matters worse, they finally decided to reply on the exact day of my departure. Their grand solution? Informing me that a confirmation document needed to be in PDF format instead of JPEG. To drop a bureaucratic technicality on a customer on the day they are supposed to travel—after ignoring the issue for two weeks—is the worst customer treatment I have ever experienced with any company.

This is the worst customer service I have ever had in my life. The airline lost the luggage, they have no idea where it is after 48h. Customer service keep repeating the same message that it is in Brussels when my tracker shows it in Hamburg. When I called their customer service I was told the file was closed...absurd. one of the agents raised their voice at me as I did not accept her useless answer. At this point they have no idea what to do, as the agents are in India,not Germany,nor Brussels. WORST CUSTOMER SERVICE. An airline I will avoid.

During the past 2 calls they put me.on hold and hung up.

5 hour layover on same ticket with Brussels Airlines. LH M&M Senator and Business Class flight. Arrived Brussels at 5am and denied entry to lounge in Terminal B. I noticed a Jewish gentleman with the same layover was allowed in. Obviously terrified of being called anti-Semitic. Fly 4-6 times a year to Africa. Will switch to AF now

Really bad, just hangs up everytime after having you wait for 10min

I understand that flight cancellations happen and that Brussels Airlines cannot control a fire alarm at Munich Airport. What I cannot understand is how they handled the situation afterwards.

After my flight SN2653 from Brussels to Munich was cancelled, Brussels Airlines assigned me a hotel. I followed their instructions, waited for the shuttle, only to find out that no shuttle was operating. I had to pay for a taxi myself. When I finally arrived at the hotel, I was told that despite having a confirmed reservation from Brussels Airlines, the hotel was overbooked and had no room for me.

At that point, six months pregnant, alone and late at night in a foreign country, I contacted Brussels Airlines for help. After waiting almost an hour, the customer service agent repeatedly told me to go to the airport service desk – despite me explaining that it had already closed for the night. The only "solution" offered was essentially to wait there until it reopened in the morning.

No alternative hotel was arranged. No practical help was provided.

Thankfully, the staff at the Novotel took pity on me and called neighbouring hotels until one agreed to take me in. Without their kindness, I genuinely do not know where I would have spent the night. I finally checked into a room at 00:45.

Under EU passenger rights, airlines have a duty of care towards passengers during disruptions. In my case, Brussels Airlines failed to provide the accommodation that they themselves had arranged and offered no meaningful assistance when that accommodation turned out not to exist.

I was therefore forced to pay €237 for a replacement hotel, in addition to taxi and meal expenses. While other passengers affected by the same situation have already been reimbursed in full, I am still fighting to recover even the hotel costs that Brussels Airlines should have covered from the outset.

I have sent four emails, received no response for weeks, and have not even received the partial reimbursement that was promised to me. At this point, I am not asking for special treatment or extraordinary compensation. I am simply asking Brussels Airlines to fulfil their obligations and reimburse the accommodation costs that I should never have had to pay in the first place.

Flight disruptions happen. Leaving a pregnant passenger without accommodation and without meaningful assistance in the middle of the night should not.

I have been trying to resolve a baggage claim for several months through customer service without success. Case reference: Case no. 2603-SN-04256. Could someone from Brussels Airlines please review this matter and contact me?

I am a Long standing Senator of Lufthansa Group. I had a Brussels Airline flight with my wife, of course only myself with the usual advantages. We Both went to the Business Class Check in I noted, that the clero put only 1 luggage with the priority Label. When asked, why She didn‘t put both luggages with a priority Label, She stated quite rude, that the 2nd ticket has no Status. I told her that i could check in 2 suitcases, at which time the Lady became upset and I should not Tell her how to do her Job. She became real unfriendly, in my opinion should Not be servicing the BC check in.
We Never had this before, when we Travel we always get the Label for all luggages
The Zaventem Airport has something special, as a Status Client you can use the fast lane. When We approached the fast lane, i told the Agent, that i have access but my wife not. He told us, that I can pass , but my wife needs to use the normal ceue or buy a fl ticket. Alsbald Here, this is the First Airport where we experience this absurd behaviour and very Strange rules. Our Learning: stay easy from Brussels Airline and especially the Airport

Terrible experience. Flight delays, bad customer service and this feeling they do not care and mocking you.
Avoid

Chat not responding? Why do you offer it? Long waiting time on phone. No dutch speaking agent. First day computer system was down and agent could not help. Second day agent incompetent had to ask booking code 10 times. Again her PC not working. Why does she call the agreed rebooking fee a penalty?

All modern airlines are terrible businesses, always trying to squeeze an extra penny where they can get away with.
The new Economy Basic fare is a new low. It is not just the stingy baggage allowance but also the passenger treatment (you are now relegated to last boarding slot). Now they check size and weight...
Flights are always fully booked (due to transfer connections via Brussels) and no matter how early or late you check in you are given a middle seat at the rear of the plane.
Well done for a new low at a sector that prides in its strive for the bottom!

Broken luggage after flight, send an email, didn't get a reply, called once, twice, finally got a response, then they said I didn't apply for a refund in time, I answered them with proof that I did, they didn't respond again, I called again, got an email that I would get a refund, didn't get a refund or an email... Mailed again, nothing, called again, nothing, mailed 3-4 times in a span of 3 months, nothing... Now I called them twice, said they would get back to me...
I applied for the refund in December 2025... It is now June 2026, and I am still waiting for my refund.
Case number: 2512-SN-04340

I AM SO SO ARGRY WITH THIS AIRLINES THEY LEFT MY LUGGAGE FOR 2 DAYS BEHIDE AND WAS 2 HOURS LATE I HAD TO BUY MY COTHERS WHILE IT WAS GONE AND I CANT FIND THE CLAIMS FORMS NEVER I REPEAT NEVER USE THIS AIRLINES ITS THE WORST EVER

Worst costumer service on the planet, all i have been trying to do is confirm my reservation and add it to my itinerary. Over the last 3 weeks I have been lied to, yelled at, put on hold endlessly and hung up on. All becuase thier ai chat script doesn't cover my situation and they have no access to actually do anything beyond repeat useless information, like it answers your question when it doesn't. And when you ask to speak to a anyone else who can help, they refer you start the entire process over in email or to online chat. For that to only recommend trying again over the phone, and back around again. I have been waiting 2 weeks for a call back that was supposed to take 24 hours. Infuriating. Never ever flying with them again as long as I live.

A 6 day walking holiday ruined by Brussels Airlines leaving our only luggage behind in Manchester. We arrive on a Saturday evening to be told it will be on the next flight. Wrong. Then told will be here on Monday. Shops stay closed in rural Slovenia on Sunday, imagine the inconvenience. We are walking in jeans and trainers rather than our proper gear. Then told will arrive on Tuesday, There was no rush, no urgency, no apology. Absolutely the worst ever. We should have known there could be problems as their check in at Manchester was shambolic and chaotic. Avoid, avoid, avoid.

Im flying buisness class but the lounge have been closed now for 6 mdr. So it's not possible to take a shower in Brussels Airport. The plane has no wifi. And the plane are old.

The flight was only about half full, yet the ticket price was extremely high. The pricing did not feel justified compared to the actual occupancy and overall service provided. This was disappointing and reduced the perceived value of flying with Brussels Airlines.

My carry-on bag exceeded the weight limit, so I wanted to move my laptop into my backpack. The staff refused, claiming that the combined weight of both the carry-on and personal item could not exceed 12 kg. I paid 65€ under time pressure.

After checking the airline’s baggage policy later, I found that the personal item only has a size restriction, not a weight limit.

I filed a complaint and hope the company will refund the undue charge.

Brussels Airlines handled a simple documentation request very poorly.

We needed a straightforward letter confirming that two tickets were not used, so an insurance claim could be submitted following a serious family medical emergency. Instead, Brussels Airlines first emailed to say the document was attached when it was not. When the attestation was eventually provided, it included incorrect information stating that the passengers had been rescheduled to travel in March, which was inaccurate.

I replied to explain the mistake and asked for a corrected letter, then had to chase again several times while the delay continued to affect the insurance claim.

I also sent a formal complaint to customerservice@ on 20 April 2026. Today is 20 May 2026, and I have still received no acknowledgement and no response.

This has been a frustrating and disappointing experience. At the very least, customers should expect accurate documentation and a basic response to a formal complaint.