Brussels Airlines48 reviews
This score is based on 48 genuine reviews submitted via US-Reviews since 2023.
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I won't fly this airline again. I was heading to visit family in Palestine when settlers attacked me on board and crew seemed to side with them, forcing Palestinians off. I reported it and got some response.
Bumped and bewildered
Checked my bag, skeptical because a buddy hyped this airline. My luggage disappeared for a couple days; they found it and upgraded me to business. Still a bit messy to sort, but flight was comfy — joining rewards.
Not safe, not recommended
Skip this airline — I wouldn’t fly them. On a trip to Palestine I was attacked by Israeli settlers and the crew backed them, removing Palestinians. I first flew the route after a friend recommended it; bad experience
Works, but the phone support is a mess
Overall it did the job, but be warned — phone support is painfully slow. I needed them for a move (and my bad back), so I couldn’t just wait forever. Calls took 20+ minutes, they sounded like an overseas call center and often said the system was “down” (weird). Delivery and on-site crew were fine though, just the helpline drags.
Seat surprise
We paid extra for seats and expected the usual hassle, but delivery showed up on time and the contact team actually surprised me by fixing one seat. Still annoying to pay twice, but the rep was helpful, so overall I’d recommend, just double-check your booking.
Small win after a mess
I shelled out €140 to reserve seats for a family trip, then found us scattered — frustrating. Contact was dead. I was halfway resigned, then on boarding a kind agent squeezed us into adjacent seats. Bit of a relief, not perfect, but usable.
Long waits, thin answers
Needed to change a reservation because I'm moving and my back flared up. Calling was tedious. I waited twenty minutes or more several times. When someone picked up it sounded like an offshore call center. They often said the system was down so they couldn't pull up my booking. Kept getting bounced between agents. It worked in the end, but barely.
Midnight detour
Started with a weird quiet — they cancelled our return, then wouldn't put us back on the original flight. It's our go-to for family trips. After calling, they shoved us onto a red-eye that landed at 2am, traveling with a pregnant mom and two kids. Customer service was shrug-and-no; delivery (arrival time) was a mess. Glad we made it home, but that was stressful.
Late-night shuffle
Found the cancellation on the app the night before—annoying. They wouldn’t put our original booking back, just shoved us onto a late flight that got us in at 2am, with a pregnant mom and small kids. Contacted CS several times; most reps unhelpful, but one gate agent was kind and gave diapers, water. I told my sister to beware.
Costly delay, poor response
Skip this airline — I thought it was hopeless, but I still made my trip. I booked LHR to Brussels to connect to Shanghai for an important business meeting. The first flight was delayed over an hour and baggage took ages. I missed the connection and had to buy another ticket for €800. They refused compensation. Airport staff did their best to help rebook, so some relief, but overall the handling was disappointing.
Always late, helpful staff
I spotted this carrier on a colleague's booking and thought I'd try it. Skeptical at first — then two flights (Heathrow–Brussels and back) were delayed for hours, which is a pain. The staff, to their credit, were calm and helped rebook connections. They offered a voucher and rebooked me fast. Ended up arriving late at night with slim transport options. Paid a decent price, that softened it. Probably not.
Took a chance — glad I did
Funny thing — I almost didn't book because of the bad reviews, but I went ahead. My LHR to BRU flight was delayed about an hour, and luggage took forever, which made me miss my Shanghai connection. I was nervous, but the desk agents actually helped rebook me the same evening and offered a meal voucher. It wasn't seamless — long waits, a fussy line — but they handled the mess better than I'd expected. Not perfect, but I’d try them again.
Gate-wait blues
Stood in the dim Heathrow gate area, coffee gone cold, thinking this can't be real. I needed to get to Brussels for my sister's small wedding (yeah, last-minute) and the two flights — both supposedly short hops — were stuck for hours. Staff were polite but vague, cabin fine, seats ordinary. Felt like a budget ride with higher price. Annoying, but we made it and the crew helped a bit.
Boarding felt off
I was right in line at the gate, trying to keep my carry-on with me, when they suddenly started taking bags for check-in — but only some people. Lots of folks boarded with two pieces, so it wasn’t about size, it felt random and, honestly, based on where people looked like they were from. I asked who was in charge and the agents refused to give names or badges, so there was nowhere to even file a proper complaint. The flight itself was fine, not terrible, but I wish staff were clearer and accountable — that would help a lot.
Relieved it worked out
Bottom line, I'm glad it turned out okay — honestly relieved. I had to fly for a last-minute move and my bad back means my carry-on is lifesaving, so I was guarding it at the gate. Suddenly they started pulling carry-ons for check-in, seemed random, some people walked on with two pieces, and yeah I felt singled out by how it was done. I asked staff who they were to complain later and they wouldn't give a name, that was frustrating. Still, I kept my bag, boarded, flight was smooth, and I'm pretty thankful overall.
Almost didn’t book, glad I tried
Halfway down the jetway I was thinking I should’ve canceled — I nearly chickened out after a friend tipped me and I saw the bargain fare online. I was worried about carry-on rules and, honestly, about pushy staff. Boarding turned into a mini-drama when they asked me to gate-check my backpack; the crew could be blunt and a little bossy. Still, the whole thing was quick, my bag came out fine, and we landed on time. So yeah, not perfect and service felt average, but my doubts mostly faded and I’d fly them again for a good price.
No more Brussels flights
I'll avoid Brussels Airlines from now on. My flight got canceled and I only found out at the airport — no email, no text, nothing. They took my passport and wouldn't let me into departures, then slapped me onto a flight three days later without asking; I needed to get to an urgent back specialist appointment, so that timing was brutal. When I asked about any earlier seats they just said no. Spent 30 minutes in a phone loop, finally reached someone who couldn't help, and the online compensation form kept crashing after tries. Oddly, one ground agent offered water and an apology — small kindness, but not enough.
Carry-on promise failed
avoid Brussels Airlines if you plan to carry anything onboard. I had to take this flight because of a last-minute relocation and couldn't afford delays. The crew was curt and insisted I check my small backpack—literally told me I wouldn't board otherwise—so I had to gate-check it. Service overall felt pretty mediocre, no real explanation or apology, just brusque behavior (a bit bullying, honestly). It also seemed their "carry-on allowed" promise doesn't match reality; they squeeze people at boarding like there's never enough space. Annoying, added stress to an already hectic day. I'm still annoyed.
Stranger-than-expected airport day
one agent sounded genuinely sorry and stayed patient with me, which surprised me — not a lot, but it helped calm me down a bit. Compared to other airlines I’ve used, this felt chaotic.
Voucher Vanished
no code, no terms, just a line in an email. I called the Service Desk multiple times, emailed, filled the online form, and got bounced between teams like bad ping‑pong. One rep said travel had to be completed by the date, another said only booking was needed — so, mixed messages. I told my sister about it—shouldn't have; now she's stuck too—and the expiry date slipped by. Not pure rage here; I'm glad they acknowledged something, but the missing code and radio silence made it a slow, annoying mess. I've left multiple reminders and follow-ups, nothing. Still hoping for the code or a refund.
About Brussels Airlines
Brussels Airlines is the flag carrier and largest airline of Belgium, headquartered at Brussels Airport. It operates to over 100 destinations in Europe, North America, Africa, and Asia, providing both passenger and cargo services. The airline was formed in 2006 through the merger of SN Brussels Airlines and Virgin Express, inheriting a rich history dating back to 2002 when the former was established from the assets of the bankrupt Sabena. It became a member of the Star Alliance in 2009. Lufthansa Group, a major global airline holding company, acquired Brussels Airlines in 2016, integrating it more deeply into its network while maintaining the brand's distinct identity and operational focus.
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Contact Information
Ringlaan 26
1831 Zaventem
Belgium
Categories Brussels Airlines
Vacations | Air Ticket Providers
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Last update: November 2025
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Review with most votes
Positive Experience with Bruss
I recently flew with Brussels Airlines for the first time and overall, I had a positive experience. The booking process was easy and straightforward on the website. The flight i... Read onBy: Caroline Wehner