Brussels Airlines Reviews 

We’re being told to put our bags in the hold because apparently there’s no space left in the cabin, but when we get on the plane, there actually is space.

I am extremely disappointed with how Brussels Airlines has handled a damaged luggage claim following a recent flight.

My suitcase, an American Tourister model that was in perfect working condition prior to travel, was severely damaged during airline handling and rendered completely unusable. The issue was reported immediately, and a case was opened with Brussels Airlines in January (Case ID: 2601-SN-01043).

Following the airline’s instructions, I contacted their partner company, Dolfi, who confirmed that the suitcase was beyond repair. Dolfi offered compensation of €104.97; however, this amount is clearly insufficient to replace the damaged luggage. Even based on pricing on Dolfi’s own website, a comparable replacement would require an additional €70–€80, while similar branded luggage in the UK currently retails from approximately £150 or more.

Dolfi advised that the case would be referred back to Brussels Airlines for further resolution. Unfortunately, since that referral, I have received no meaningful follow-up or update despite multiple emails requesting assistance. I was ultimately forced to open a second case in March simply to request a status update because there appeared to be no other way to contact the appropriate team.

The situation has now been ongoing for several months with no resolution timeline provided. During the initial incident at the airport, delays caused while resolving the baggage issue also resulted in additional taxi waiting charges of £65.00, for which reimbursement has been requested but remains unanswered.

What is most frustrating is not only the inadequate compensation offered but the lack of communication and ownership of the problem. The claim has effectively been passed between parties without clear accountability, leaving the customer to repeatedly chase responses.

I would have expected a full-service airline to handle damaged baggage claims fairly, promptly, and transparently. Instead, the process has been slow, unclear, and unnecessarily stressful.

I hope Brussels Airlines reviews its customer service and claims handling procedures!! I think taking them to a small claims court is the only option left now.

Rated one star because zero is not an option. They cancelled my direct Brussels_Berlin outbound two days before the flight, rebooked it for a day later as an 8 hour stop-over and told me to go to the chatbot if I didn’t like it. The bot was unable to anything at all. Then looked in the small print for a phone number to call. After a very long waiting time I finally got a person on the line. Could as well have been a bot too. Did have a really great solution from their perspective: cancel with refund and book again at a much higher price. I will never fly this airline again and will drink a glass of champagne when they announce the bankruptcy in the news. Summary: nothing but sad like the city’s name they carry.

Extremely long wait for passport control after arriving at Brussels airport. The massive downside of using Brussels Air is the fact that you have to fly into Brussels Airport. I've been travelling for over 50 years and never had such a long wait for passport control.

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.