Brussels Airlines Reviews 

I had the misfortune of traveling in economy class with Brussels Airlines because of a booking made by the agency that organized my trip.
On the return flight from New York to Milan Linate, with a stopover in Brussels, they destroyed my luggage.
A new North Face backpack, bought specifically for that trip and never used before.
Anyone with experience knows that the “base camp duffel” model is practically indestructible... yet they managed to puncture it and destroy the zipper.
Despite a website that works very poorly, I managed to file a claim, but after TWO MONTHS, I have not received ANY RESPONSE.
I'm not talking about a refund, but not even a damn email saying “we have taken your case on board.”

It should be noted that, in Milan, along with mine, numerous bags and suitcases arrived in DISASTROUS condition (in 15 years of traveling, I have never seen anything like it).

Terrible customer service, every single time I was told “wait 21 days,” then “wait 1 month,” then “wait 2 months”... today, the answer was “it will take at least 3-4 months.”
They also told me they would call me back... yet I still haven't heard anything.
Not only do they cause damage, they also make fun of their customers.
DON'T BOOK WITH THEM!!!

Abysmal customer service.
I am a loyal and regular long haul business class customer and had to cancel/postpone a regular trip owing to an emergency triple bypass operation.
Having spoken to several rude and unhelpful people in their Indian call centre (and made no progress whatsoever) I emailed their ‘customer service’ centre. 4 times. Still no response at all.
Shockingly poor level of customer service. They simply do not care at all about their customers.
I would seriously avoid this airline from now on.

Yet again, airlines that code-share clearly can’t get their act together. This time combining Brussels with Delta, both airlines say extra luggage will cost more at the airport and you should book ahead. So I try with both airlines but they say that because of the code-share you can only add luggage at the airport. Upon check-in of course I‘m penalized for adding luggage at the airport. Thieves!

⚠️ Warning to Prospective Passengers – Brussels Airlines
My reimbursement was formally approved in September 2025 (Case 2509-SN-06272). Five months later, it still has not been paid.
Despite multiple follow-ups, the airline’s only response was that the request had been “resent to the relevant department.” No timeline, no confirmation, no payment.
As a passenger, I fulfilled my obligations. I expect the same responsibility from the airline.
Based on my experience, I advise others to carefully consider their options before booking with Brussels Airlines.

They managed to reach the horrible levels of Ryanair. An international authority monitoring airlines quality is highly needed for the protection of customers against these companies' misconduct and abuses.

Paid for front of plane aisle seat only to find when checking in they moved me to back of plane in a window seat . Phoned customer services to be told they had changed the plane , told to queue at checking to ask for my original seat . Told to phone back customer services if the wouldn’t and ask for refund !!!!! No notification given that my seat had changed . Bad customer service . Not neuro-divergent friendly in the least .

in front of the flight they forced me to pay 110euro for a small bag with the food for the journey in it,else they wouldnt let me on the flight.
extreamly rude.

I REQUIRE A REFUND!!!

I'm writing to express my extreme disappointment with my recent flight SN 0369 from Douala to Brussels via Yaounde.

As a Business Class passenger, the experience was marred by a fellow passenger's health condition, which made the cabin smell like a filthy bathroom. The crew's attempt to mitigate the issue with deodorant was insufficient.

As a paying customer, I expect a certain level of hygiene and comfort. It's unacceptable that a health condition can compromise the experience of others. I urge SN Brussels to develop strategies to address such situations, prioritizing passenger dignity and comfort.

Flight details: SN 0369, Douala to Brussels, 2/23/26, Business Class.

I hope you'll address this issue to prevent future occurrences.

Best regards,
Pat

The worst experience that I have ever had. My luggage hasn't arrived. Unbelievable

Terrible customer service- tried calling about booking a seat for a infant- had to call 5-6 times every time told something different and staff where completely incompetent. they could barerly understand english it seems and got my email address wrong twice (even though it was the same as on my original booking)- got my child names wrong- hung up on me multiple times.
website says clearly you can book a seat for an infant if you call the service centre however the fisrt 2-3 times they told me this was not possible - contradicting their own website. awful company.

My flight was cancelled. I was told to fill out a compensation form. I have heard nothing in 3 months.

I was traveling from Munich to Stockholm with your airline, with a connecting flight in Brussels. Due to limited space in the front overhead compartments, I placed my hand luggage in an overhead bin toward the back of the aircraft.

I had only 30 minutes to catch my connecting flight. After landing, when I went to retrieve my bag, it was no longer there. A male crew member then spoke to me in an angry tone and said that he had “called out five times asking for the owner of the bag.” I did not hear any such announcement, and no message was made over the aircraft speakers.

He told me that he had removed my bag from the aircraft and that I could probably find it “somewhere outside.” This caused me significant stress, as I had very limited time. I searched throughout the area but could not locate my bag, and none of the staff present were able to assist me.

After approximately 40 minutes of searching and explaining my situation to airport staff—who themselves expressed surprise at how the situation had been handled—I eventually found my bag on the baggage claim belt. By that point, I had already exited the secure area and was required to go through security screening again. As a result, I missed my connecting flight.

I was rebooked on another flight eight hours later, also with your airline. Unfortunately, my experience on this flight was similarly disappointing. The crew removed my bag from an overhead compartment and forcefully placed it in another compartment to make space, despite the fact that it contained my laptop. I found this behavior careless and unprofessional.

Overall, the conduct of the crew on both flights was neither respectful nor professional. The lack of communication, assistance, and proper handling of passenger belongings caused me considerable inconvenience, stress, and delay. This was an extremely disappointing experience.

So happy that the whole connection flight waited on us for more than an hour. Completely book flight. Waited for only 8 people.

Try to avoid this company!! They cancel flight few minutes before departure. Very bad organisation. Never again

Unprofessional and Misleading Baggage Handling

My experience with Brussels Airlines’ baggage handling has been deeply disappointing. Customer service operates like a scripted call center, clearly focused on ending the call rather than resolving the issue.

I am repeatedly promised call-backs that never happens. I am also informed several times that my baggage is “on its way,” while my AirTag clearly shows it has been stuck in Brussels for five days. I receive contradictory and incorrect information about its location and arrival on multiple occasions.

It gives the impression that misleading information is provided simply to close the case and end the conversation, rather than to communicate honestly and professionally. At this point, I can only hope I eventually receive my baggage—or maybe I’ll have to pick it up myself.

As a customer, I expected far more responsible, transparent, and professional handling from a company like Brussels Airlines. That standard has not been met

Awful customer service. After more than 3 weeks still no answer on my complaint.
Since beginning of January it is already not possible to book flights with a combination of Miles and cash.

If you book, take into consideration a 75% chance of your flight being delayed 2 - 6 hours, and don’t expect a compensation of any kind

They lost my luggage and gave me zero assistance in tracking it. I spent my entire vacation with no clothes. For a national carrier, this level of incompetence is embarrassing. I’ll be flying with someone else next time

Brussels airlines flight SN2184 from Manchester to Brussels 06-10 29th of January

Where do l start with these absolute cowboys

The sour faced short haired old hag, face absolutely disgusted she actually had to speak to passengers, but only those who spoke French of course, not a single soul else, she obviously absolutely despises her job, she is well past retirement age, why has that thing got a job ????

Check in was absolutely fine, everyone on board, no problems until you decided to sit on the tarmac for an hour and make the terrible excuse of baggage handlers being on strike when all other flights that were there left with no such issue, the cabin crew were an absolute joke, saying 5 minutes more 5 minutes more till just over 1 hour, then to be told there would be refreshments.....
No refreshments weee made whatsoever on the first flight in the morning made everybody extremely late in Brussels, not only that, cabin crew telling people the wrong gate, me going to B17, but turned out it was D61 to get connecting flights, me being disabled using a stick, l was in a complete panic and ended up falling near the gate, money, everything going everywhere, nobody at the desk helped me up but a member of public, if l missed the boarding l would have got told it was my fault, the crew of Brussels airlines are absolutely scum and do not deserve to be in employment

Last person on the flight to Kigali, obviously very hurt from my fall and nobody from the airline giving an absolute dawn, struggling walking with my stick, nobody cared less

So the flight took off in time with me all over the place

Within 40 minutes, the meals come round and I'm thinking is this some kind of joke, a extremely tiny tinfoil topped lid only to find the pasta was rock hard and inedible, the size of dish would not have filled a 4 year old child

The cabin crew decides to give out refreshments but misses one side completely, l had to buzz and got the tiniest cup of water, to say this cabin crew was an even bigger joke was an understatement, no care or compassion for passengers in the slightest

I had to ask if there was any other food available and told they would come back to me of course which never happened finally crew came with a pizza box 1 hour before landing and l had to ask was that it, the tiniest bit of pizza you have ever seen which l took photos of absolutely everything because of the shock and disgust

Perhaps the crew would be better working at McDonald's but they would only screw that up as well

UNFORTUNATELY I HAVE A RETURN TRIP IN 2 WEEKS WITH THESE ABSOLUTE COWBOYS

BRUSSELS AIRLINRS HAVE GOT TO BE THE WORST EVER COMPANY I HAVE EVER FLOWN WITH AND I HAVE TRAVELLED WITH EASYJET, RYAINAIR, JET 2, EYHIOPIA AIRLINES BUT BRUSSELS AIRLINES ARE BY THE ABSOLUTE WORST

THEY SHOILD BE BANNED FROM PUTTING ANYONE THROUGH THAT ABSOLUTE PAIN AND MISERY

If you need evidence of the slop you call food, l have plenty of photographs that are now on social media, X Facebook Instagram you nam it, for all the world to see

Second flight going to Kigali

i booked four times fights and dit not get the booking . but i was charged on my creditcard . trying to contact the helpdesk or any help , money is blocked on my account. no help from helpdesk or by calling them