Brussels Airlines Reviews 

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.

On my first trip with Brussels Airlines, not chosen by me but due to a cancellation and subsequent rescheduling by British Airways because of the cancellation of routes to the Middle East, I had the worst experience of any airline I've ever flown with. On a flight transferred from British Airways to Brussels Airlines from Africa to Europe (an 8-hour flight), I experienced everything from the poor quality of the meal service, where I had to beg for a drink several times over the course of an hour, to the refusal to take my carry-on bag on the second flight to Lisbon, where they damaged my computer. This reveals a level of service worse than low-cost carriers, which charge higher prices than leading international airlines. Brussels Airlines allows the first passengers to board with more than one carry-on bag, leaving subsequent groups with their carry-on luggage in the hold of the plane. In my bag, I was carrying my computer among other belongings. When I retrieved my bag in Lisbon, the computer was damaged. I will not use this type of airline again, with its worse service than low-cost carriers and flag carrier prices. I also do not recommend that you have the horrible experience I had: use another airline!

An awful experience, so much so that I have come here to review, something I never take the time to do. The flight was delayed, which didn't bother me much. On-board staff seemed very supportive with passengers who had connection flights that they risked missing, but in reality it was just a way to free themselves of stress. On the ground, I only heard every single airline representative telling people to simply join queues, when they had been assured priority passage.
The most shocking aspect was the internal, connections security check where staff talked about and at passengers (customers) in degrading, disrespectful ways. Aggression was notable, with staff on occasions practically shouting at passengers, insulting them with snide remarks and questions aimed to shame. It was shocking. I have a return ticket on the airlines and will make that my last experience, it was truly disturbing to see how fellow humans were being treated, I could imagine as such in a detention centre, be that prison, immigration or war. I never want to see that again in my life.

Dear Brussels Airlines,

I would like to file a complaint regarding my experience on flight SN2094 from London Heathrow to Brussels on 11 May at 11:05.

At the gate, I was unexpectedly required to hand over my carry-on luggage to be placed in the hold. The reason given was that my backpack supposedly would not fit underneath the seat. However, this was simply not true. I have a photo clearly showing that my backpack fits perfectly underneath the seat without any issue.

Because of this, I was told I had to surrender my suitcase as well. I specifically informed the staff that my luggage contained electronics and battery-powered items, but I was still told I had to hand it over without being given the opportunity to remove those items.

I understand that gate-checking luggage can sometimes be necessary on full flights, however I was disappointed by the inconsistency compared to my outbound flight, where the exact same luggage was accepted without any issue.

Thankfully, no damage occurred, but I still wanted to formally express my dissatisfaction with how the situation was handled.

Kind regards,

Luggage had five days delay so I had to buy a few essentials and some clothes to go on a Safari and Brussels can’t be bothered to refund €127. I had a business class flight and the customer service is just appalling .

I'm flying with Brussels Airlines 2-4 times per year. Fantastic experience every time, rarely any delays, easy booking, and relatively cheap. I'm not sure I like the new "ultra light" setup without carry-on luggage. But I will give them 5 stars as they are my go-to airline.

I wanted to check-in online and saw I had to sit right next to an emergency exit, I couldn't proceed with the online check-in for the flight unless I approved the emergency seat. So I didn't finish the online check-in. During check-in at the airport I explicitly informed them I did NOT want to sit at an emergency exit and I was given the reply that I had no choice cause the flight was full!