Brussels Airlines34 reviews
This score is based on 34 genuine reviews submitted via US-Reviews since 2023.
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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.
Voucher in limbo
I never got the actual code or any terms — just the promise. Since then I’ve called the Service Desk countless times, emailed, filled the form, and got bounced between departments like a hot potato. Occasionally someone on the phone was apologetic; once a rep even seemed genuinely puzzled — which was oddly comforting — but nobody ever sent the code. I asked whether travel had to be completed or just booked by June 2025 and got different answers. The deadline has passed and reminders went unanswered. It’s been a waste of time. I’d like the voucher or a refund; my advice: document every call and be prepared to follow up, again.
Bag finally arrived… after a mess
slow replies, conflicting info, and too many people passing the buck. So yeah, relieved but frustrated — they need better staffing and a less clunky website.
Barely salvaged, but glad I got there
it sucked, but it could have been worse — and in the end I’m oddly relieved. I needed that flight for a long-awaited family weekend (and yes, I’d been nursing a sore back, so changing plans wasn’t fun). My original Birmingham flight got cancelled last minute and they shoved me onto a Manchester departure with zero help getting there. So, extra travel, extra money, extra stress. Then we sat on the tarmac in Manchester for two hours with crumbs of info from the crew — basically ghosted. I lost a whole day of my trip, which stung. I did get a human, Sakshi, to respond after a couple days of back-and-forth (receipts, no receipts? who knows), and eventually they processed something — small, but it felt a bit like closure. No warm fuzzies from the airline, but I’m thankful it didn’t end up catastrophic. Wouldn’t recommend relying on their communication though.
Bag left behind, still waiting
tiny check-in crew at Manchester, 90 minutes on the tarmac because luggage wasn’t loaded, I barely caught my connection to Dulles, and my suitcase decided to stay in Brussels. I had packed stuff I actually needed — a back brace for a bad ache and a shirt for a meeting the next day — so yeah, this was annoying. The one detail that drove me up the wall was the Smart Tag situation: I have an Android Smart Tag and could see the bag’s last location, but Brussels Airlines’ site only lets you paste Apple links. Seriously? Poor web design and it made tracking harder. I filed a claim at Dulles, talked to several people, ping-ponged between reps, and the bag has been sitting at Dulles since. Customer service felt like a maze; helpfulness level low, patience tested, humor required. I’ll probably avoid this airline next time — not dramatic, just practical.
Almost a lost day, but not all bad
my original flight (2048) out of Birmingham got cancelled last minute and I was shoved onto a Manchester departure with zero help getting there. That part was a real pain, logistics and extra cost, ugh. Once in Manchester we boarded but sat on the tarmac for about two hours with hardly any updates from crew — only one person seemed to try and explain, bless them, but it wasn’t enough. I lost most of a travel day and ended up emailing receipts back and forth with Sakshi for two days; sometimes they asked for more, sometimes they didn’t, and there was almost no empathy, which is the worst. Still, the booking itself was easy and one staffer did try to make things clearer, so mixed feelings.
Mid-flight mess, later acknowledgment
my name announced over the PA, a claim that my bags needed to be removed, and a few rough exchanges when I tried to explain my side. I kept thinking, is this how customer care looks now? I complained through the official channels after landing and it felt slow and defensive at first. That said, after insisting, I did finally get a formal acknowledgment from customer service and a record that my complaint exists — not a full fix, but better than silence. Delivery of my luggage was late and chaotic, which didn’t help my back, and the whole runaround felt targeted. So: still skeptical, still feel they could do more, but slightly relieved that the complaint didn’t vanish into thin air.
Unsettling flight home
The cabin felt smaller than usual, like everyone was closer than they really were. I was on this flight because I’d just moved and needed to get back quickly — sore back from all the packing, tired and just wanting to sit still. At first it was fine; plane smelled like coffee, people whispering. Then a crew member shoved me while I was standing and, when I asked about it, the tone changed. My name was called over the PA in a way that made me flush. They handled my bags (almost took them off) and there was a threat about my phone — stuff that made me tense, physically. I tried to report it then and there but by the time I got to complain a report had already been filed against me. Later, the airline sent a formal warning and didn’t share any proof when I asked. It’s been frustrating, honestly. The trip itself worked out in the end, I arrived, but the way staff treated me felt dehumanizing and slow to be addressed. I’ll be more cautious next time.
That split-second it actually worked out
the supervisor walked over, glanced at the boarding sheet, and just… shrugged the whole thing off. No fee, they let me keep the bag, and the line moved on. It wasn’t dramatic, just one human deciding not to make my day worse. On arrival the bags were delayed for a bit, which made me tense again, but they showed up intact and someone apologetically handed mine over. I left still annoyed about the yelling, but honestly relieved — that quiet fix at the counter is what turned my mood. Grateful it didn’t end worse.
That moment I actually relaxed
she raised her voice and basically told me to be grateful they wouldn’t charge me to check the bag. I told them my ticket actually included checked baggage, and suddenly I was “rude” for correcting them. Not great.
Then — and this is the part that flipped it — someone higher up checked the booking and the bags. They apologized, confirmed my checked allowance, and sorted the carry without extra fees. Arrival in Brussels: bags were delayed, yes, for about half an hour, but they turned up and staff kept me updated. That apology and the follow‑through — plus actually getting my stuff back — is when I realized the situation was handled. Still messy, but ended better than it started.Misplaced carry-on, slow follow-up
helpless, brushed off. I called and emailed repeatedly. Answers were slow and vague. At one point they offered a smaller payout because I lacked receipts for every single item. That felt petty and off. Who keeps receipts for socks and a phone charger? The process made me do all the heavy lifting to prove their error. The staff weren't rude but distant. There was no urgency. It's frustrating that a simple oversight turned into weeks of chasing and paperwork. I wouldn't recommend trusting them with a carry-on, and I'd think twice before flying with them again. I told the coworker what happened; they apologized but said they'd picked the wrong example. It left me drained and wary of future trips.
Lost bag, slow replies — basic accountability missing
they misplaced my carry-on and then acted like it wasn’t their problem. I flew from Geneva to Tenerife on June 14, 2025. Staff made me gate-check my cabin bag and, somehow, it was tagged to a different passenger bound for Yerevan. Predictably, my bag didn’t arrive. The flight itself was fine — seat, onboard routine, no drama — so this isn’t about the airplane; it’s about handling and follow-up. I’ve contacted them repeatedly since arrival and mostly got silence or vague updates. The latest message rolled in as a half-offer for compensation because I “couldn’t prove” every item in the suitcase. That’s unreasonable. Who keeps receipts for socks and chargers? I’ve dealt with baggage issues before with other carriers and usually get quicker, clearer responses or at least an apology and a concrete plan. Here I got delays, a hint of blame, and paperwork hurdles that feel like shifting responsibility. It’s not a total disaster — the booking process was straightforward and the crew onboard was professional — but losing a bag and being left to argue over receipts is unacceptable. They need to own the mistake and improve claims handling. Until then, I won’t be trusting them with anything important.
Unaccompanied minor flight booking
I tried to book a flight for my 13-year-old son all by himself from Copenhagen to Lyon. It was a bit of a challenge going through the booking steps, so I decided to call customer service. I got mixed messages about whether I could add on the UMNR service for the connecting flight. Even though I was told I would get a complete refund for canceling the booking, I only received a small portion of what I had originally paid. On top of that, it was tough communicating with the customer service team in Delhi due to the language barrier, which left me feeling pretty frustrated. Overall, it was a letdown and now I'm not too keen on booking with this airline in the future.
Business class flight from Singapore to Brussels via Frankfurt canceled due to schedule change.
The Business class flight I had booked from Singapore to Brussels with a layover in Frankfurt was unexpectedly canceled due to a schedule change made by the airline. Unfortunately, Brussels Airlines did not offer to rebook my flight or provide information on alternative routes. I was left in the dark regarding whether there was an option for a partial refund or if taking a train from Frankfurt was a possibility. The e-mail communication I received was poorly worded and only added to the confusion, displaying a new schedule with a minus three-hour connection time in Frankfurt. The overall experience was incredibly disappointing, and I will certainly be more cautious when booking with this airline in the future.
Flight seating arrangement
My family and I were really let down during our recent flight. We splurged on premium seating, only to end up sitting apart during the whole flight. We tried talking to the airline staff about it, but we didn't get any real compensation for the hassle. The way we were treated doesn't make the airline look too good, and it definitely put a damper on our whole trip.
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