Brussels Airlines65 reviews
This score is based on 65 genuine reviews submitted via US-Reviews since 2023.
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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.
Flight experience, damaged luggage
I had a really bad time with the customer service folks at this airline. My luggage got messed up on my last flight and even though I did everything I was supposed to - filling out a complaint and asking for my money back - they've been pretty useless. I filled out a form online, called a bunch of times, and was told I'd be getting a call about getting my refund, but I haven't heard a thing. It's super frustrating how they don't seem to care or take responsibility for fixing this.
Flight trouble
Man, let me tell you, that airline gave us such a hard time! Me and my buddy were just trying to catch a flight from one spot to another, but they hit us with that "too many people" excuse. We were totally bummed out, had to wait forever to get it all straightened out. And then, when I tried reaching out to them afterwards, they didn't even bother replying! It's just not right, you know?
Flight booking disaster
My time with this airline was a total disaster. I had booked a bunch of flights, but had to postpone them because of visa problems. Even though the tickets were supposed to be non-changeable, I decided to ask if they could maybe help me reschedule. Belinda from the customer service office in Kampala said she could help, but it was all talk. Every time I tried to check back on what was promised in the emails, she was nowhere to be found. The lack of communication and support was really upsetting. I wouldn't even suggest this airline to my worst enemy.
Flight change costs, poor communication, expensive return ticket
My experience with this airline was just terrible. I had to change my flight and the fees they charged me were so high, it was ridiculous. The customer service was awful – they kept saying they'd call me back but never did. And then I had to buy a whole new ticket for my return flight, making it the most expensive flight I've ever taken per mile. It was a really bad experience that I wouldn't wish on anyone.
Flight booking with extra legroom seats
My recent experience with booking a flight through Brussels Airlines has been so frustrating. My wife and I reserved tickets for a flight from Heathrow to Dakar in Senegal with a layover at Brussels airport. I'm tall, so we shelled out extra cash for seats with more legroom on the Brussels to Dakar leg. But, three times since booking, we've been moved to standard seats, which are super uncomfortable for me on long flights. Despite reaching out to the Brussels Airlines UK service team each time, the problem hasn't been fixed. It's a letdown that the support team kept saying they'd sort it out, but here we are. They've told us to try our luck with the airport booking staff to get the seats we actually paid for. It's crazy to me that such a basic issue like assigning a paid seat is still a struggle for the customer service crew. In all my years of travel, always opting for extra legroom, this is the first time this has happened. It's frustrating to pay for something and not get what was promised, despite all our efforts to fix it.
Cancelled flight, still waiting for refund
I canceled my flight with this airline back in December and it feels like it's been forever and still no refund! They're just holding onto my money and ignoring my emails. I really need that money back, like right away.
Flight from Manchester to Accra
This was my first time flying from Manchester to Accra and let me tell you, it was pretty decent overall. The flight time worked out well for me and the price was competitive, which is what caught my eye when I was choosing which airline to go with. The service on the flight was good - the staff were attentive and they had a decent entertainment system to keep me entertained during the long haul. But let me tell you, the airport facilities in the 'Africa' terminals were a letdown. There weren't many food and drink options, only one shop available. That was a bummer because I was hoping for a better layover experience.
Purchased a flight ticket
I recently booked a flight with this company, and three days before my trip, I received an email saying that the flight was canceled and they offered a refund. I freaked out and end up booking a more expensive flight with another company. However, the next day I got another email saying that the flight was actually not canceled and I couldn't get a refund. When I reached out to customer service for help, they said they couldn't do anything since the flight was still on. The way they treated me was so bad. I won't be using this company again for sure. Just a heads up to anyone considering them.
Flight from Brussels Airlines to Monrovia
I recently took a flight with this airline from Brussels to Monrovia and it was awesome! The service was great and the crew was really nice. I always enjoy when they hand out snacks from Belgium, but I do miss having chocolates before landing. The selection of movies on the plane was a bit dull though, they should definitely up their game.
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.
Details
Contact Information
Ringlaan 26
1831 Zaventem
Belgium
Categories Brussels Airlines
Vacations | Air Ticket Providers
Page Statistics
Last update: September 2026
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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