Brussels Airlines Reviews 

Delayed Flights, Rude Crew. My flight (LHR>Brussels>Munich) did not start out great at all. I only had 45 minutes for my connection in Brussels. I had a carry on suitcase with me that was approved by the Brussels Airlines employee when I checked in. They *forced* me to check my carry on at the gate after I was incredibly insistent that I did not want to check it. I was in group 3 for boarding so there were only a few other passengers that had gone on before me. The crew member would not let me go through to the gate without checking my carry on. I kept saying that I only have 45 minutes for my connection but they informed me it was 'more than enough time.' When I got on the flight, it was not even full and there was plenty of overhead space. Then, low and behold - our flight leaving London was delayed, to the point where landing in Brussels meant me and a few other passengers absolutely had to leg it to the other side of the large airport, go through passport control and then run another 15 minutes to the gate. Only to be told that the flight had left without us. We were then booked on the next flight which was flying out in 9 hours! On top of that - they would not give me checked luggage back. They continuously informed me that they would not be able to access it. So incredibly frustrating. When checking in for my later flight, I asked one of the employees at the check in desk if my luggage would be on the same flight with me. She informed me that it would be and looked it up to confirm. Then, once again, low and behold - my luggage did not arrive in Munich. After such a long and stressful travel day, it was the last thing that I needed. I went and filled out the missing luggage report and was given no timeline of when I could expect my suitcase. I woke up first thing, checked my claim - no update. Called the number and then was informed that my luggage would be on the flight arriving at 11am. Went to the airport, waited in a queue for around 45 minutes, spoke to an incredibly rude woman and was given a temporary ticket to go through and wait for my suitcase to arrive. 'There is no guarantee that your suitcase will be on this flight' were the parting words of the ever so helpful employee. Then on top of it, I filled out a compliant form about my flight being delayed by 9 hours and have received no updates or compensation what so ever from Brussels Airlines. I will never fly Brussels Airlines or any of their partnered airlines ever again after this experience. Safe yourself the hassle of being hassled and then completely ignored with no care for you as a customer.

The airport Brussels Airlines staff redirected me multiple times and refused to help even if they were all not busy with other customers and insisted I processed the check in of my luggage with the machines even if I was visibly in difficulty.
When the machine gave an error message they said it was because I was late but I showed them that the email with the luggage check in instructions said there was still time. So they ask me to wait and leave me for a long time waiting and went in an unknown area WITH MY PASSPORT without telling me! It is not legal to take a personal identification in an area where the person cannot see and without their permission! It's a serious misconduct that brakes all safety and security measures!
When they came back they said they couldn't do anything else for me.
I went to the gate to ask if they had another solution because there was still 1 hour and a half of time before departure and the staff person there just told me that my flights were cancelled! ALSO THE RETURN ONE! And that I had to leave or they would have to call security and put me in the black list of the airline!
I was shocked!
I wish I could give more info regarding the people involved, however when I asked them their name to be able to mention with whom I spoke they all denied this information!
I would like to highlight that taking a person's passport without their consent in an area that is not designed to the operations needed for the service provided and is far and not visible from the owner of the document, is a serious legal misconduct. At the moment I have no guarantee that my documents haven't been manipulated, copied, scanned, photographed illegally. This is a serious concern.
Finally, I consider that being threatened to be blacklisted because I tried to ask different people about a solution seems a bit cruel as a measure.
I politely waited for people to be available to assist me. At the first desk I was arguing about the time limit but I did not harass anyone, I did not raise my voice, I wasn't violent. Therefore I find it quite extreme as a reaction when I was trying to find someone who could give me concrete and precise information instead of: "you should have arrived earlier".

I experience abuse and cover up by flight attendants of this dubious airline. And this happened in response to my polite and well mannered attempt to solve a minor problem of where to put my hand luggage. I really think this airline should not exist anymore. They have a culture of a gang. Not of a legitimate business. Regulators must act and shut down this airline asap

I was booked in a flight with Brussels Airlines att 12.40 from Stockholm to Brussels and that flight was canceled. The airline booked me on a flight at 16.20 with a stop in Oslo. That did not work for me and I called the airline and was booked on a direct flight to Brussels at 17.25. That flight would make it possible for me to get to my scheduled operation in time. Then I received a message from the airline that the flight wad delayed to 18.00. That was to late for me and I tried to cancel my flight and get a refund. The app did not work for refund/cancelation. After 10 trials I gave up. I booked another earlier flight with another airline and was able to make it to my operation. The day after I received another message from Brussles airline that they had canceled my return flight one week later due to a no show. There was no way to get a message to Brussels that I wanted to cancel my flight. Now I have called them and requested a refund and a new ticket for my return flight. I will update when I have the answer. Brussels Airlines promied to call back but they never called. The do not have a customer service. They have a customer shield in India.

Ground staff, artificial rules
Especially when flying from
Madrid

L’offre business class de Brussels airlines n’a aucune valeur ajoutée.
Pour des transits à Brussels même en business class il faut se taper la longue file d’attente.
Avec des heures de transit de plus de 14h aucune disposition prise pour accommoder les passager .
Le service en cabine est vraiment moyen.
Je déconseille vivement malheureusement

I recently had an awful experience flying with Brussels Airlines. Even though we checked in online, all four of my children were seated away from their parents. When we asked the staff for help rearranging our seats, instead of showing any understanding or empathy, five members of staff started arguing with us, completely unacceptable.

In particular, Melanie and her supervisor Gregory were extremely rude and unhelpful. Melanie was scanning other passengers’ tickets but refused to scan mine, insisting I do it myself. She was dismissive from the start and made the whole situation unnecessarily stressful.

We had two pieces of hand luggage booked with our tickets, yet she refused to cooperate and even took away our pushchair, which was cabin-sized and should have been allowed as hand luggage. When I tried to explain that I was traveling alone with four young children, I was met with no empathy at all. Instead, she said, “tough, get another flight.”

That level of rudeness and lack of compassion is unacceptable, especially towards a parent traveling with small children. Staff like Melanie clearly need urgent retraining on how to deal with customers professionally and respectfully.

This experience has completely ruined my impression of Brussels Airlines. Their customer service was disgusting, unhelpful, and lacking in basic human decency. I hope that both Melanie and Gregory are spoken to and given further training.

Check-in staff at Brussels counter number 5 airport very hostile, unsupportive and plain rude. You don't talk to your passengers like that. I'm flying business to Lisbon and I haven't paid for being treated like a fool. Aurora "racism": no thank you. You ladies know better and costs too much money. Try to have a better breakfast, next time.

They cancel returning flight if you miss your onward flight. WHICH (return flight) YOU HAVE PAID MONEY FOR.

Do not travel with this airline, my mother in law has still yet to have anyone competent enough to locate her missing luggage. Endless reference codes dancing in circles with no effort, regard or urgency for such a distressing matter. It has now been six months since with no resolved outcome to where or what has happened to her luggage. Absolutely harrowing. Avoid at all costs.

We lost our holiday. No go! Worst experience ever!!!

Waste of time, money, stress and then sadness loosing our holiday. A holiday we have waited fore in years.

Wrong name on the ticket.

they didn’t want to change it, even we contacted them 3 days before. First at last moment we could by a new ticket for normal price and then the name was wrong again in that booking. And we had to cancel the trip.

I booked a flight from London Heathrow to Brussels 17th October returning 21st October 2025 for myself and a friend. I have been unable to travel and contacted customer services. Customer Services clearly have a limited brief and were unable to constructively help, suggesting I should cancel both tickets when in fact my friend was still travelling. There is no clear support on the app or website either. I tried to just check in my friend but the app wouldn’t allow me to do that. So had to check both of us in. On arrival at the airport my friend informed the airline that only she would be travelling. They didn’t appear interested .

She has traveled to Brussels today and following landing she was informed by email that her return flight had been cancelled because she had not travelled.

I have contacted customer services whose limited brief means that they can only refer the matter to an appropriate department. I now await a phone call in the hope that her return flight will be reinstated.

This is poor customer service on the part of the airline when no such amendments can be made with anyone and the resultant email communication is causing deep stress and concern for the return flight.

I find it astonishing that the airline behaves in this way. It must be fairly common that one person books flights for others and someone in the party cannot travel at the last minute. There should be a procedure and protocol in place to amend the booking that is clearly communicated on line and by the representatives of the airline.

The airline clearly knows that my friend travelled it’s on their system that she flew out with hold bags so I am unclear why they have cancelled her return flight.

It’s really not good enough Brussels Airlines

Just dreadful. Awful. Got on the plane and they did an announcement trying to describe a suitcase which delayed us an hour (for an hour flight). And on the way back another delay that is longer than the flight and blamed it on an earlier flight which was a lie. I won’t ever visit Belgium again purely due to this airline. Dreadful. Get the train

To follow up on my previous review regarding the invalidity of my voucher — after quite some time and several emails back and forth, I finally received a refund from the airline. I’m glad they were able to sort it out in the end.

Flew from TLV- MAN via Brussels
Extremely nice and friendly crew
Clean plane
We left Tel aviv 30mins late but caught up on a lot of time and didn’t need to rush in Brussels for the connection as the gate was relatively close for an hour and 20minute layover
Would definitely fly with them again!

I am not surprised there are an overwhelming amount of negative 1 star reviews. 1 star is more than they deserve. My wife and I travelled from London, Heathrow to Uganda via Brussels. The airline to date have failed to respond to my concerns and that was over a month ago. Rude cabin crew, congealed food, flight delays, wrong information given by call centre, faulty app that several people reported at the airport which meant we were unable to check-in online and the list goes on and on. We certainly will not use Brussels Airlines again 2509-SN-01305

Extremely rigid persons, service at the check in counter is the worst ever experienced,
Under the excuse of checking supposed visa that are needed to go to Accra theu make you wait outside like a thief for problem that do no exist.
Never happened with other airlines flying to the same destination.

No chargers. Made us check carry on even though plenty of room.

If you’re looking for an airline that delivers broken baggage, chaos, and customer service by absenteeism, congratulations — you’ve found your champion.

Our Porto → Brussels flight was delayed, so we missed our Prague connection. Instead of assistance, we were left stranded at 9:30 pm with a two-year-old and told to “figure it out.” The 125 EUR hotel allowance was laughable when even airport hotels were 300 EUR+. After endless calls, we found a room for 340 EUR + 70 EUR taxi, only to later discover Brussels Airlines had arranged us a hotel… in Antwerp, 50 km away. With a morning flight from Brussels. Brilliant.

Add to this: no dinner that night, barely 15 minutes for breakfast, and an exhausted toddler.

And let’s not forget the broken pram. Missing on arrival, located a day later, declared beyond repair, and “too far” to deliver. Claim filed — and since then, complete silence.

We paid more, stressed more, slept less, and were treated as an afterthought. If you enjoy paying full fare for frustration and broken prams, this is the airline for you.

I have traveled twice with my family around Europe 2 years in a row and both times the flights have been delayed without any explanation. I will never use them again in the future and advise anyone to spend some extra money to book with a better airline. These people are complete amateurs.