Brussels Airlines Reviews 

I flew with Brussels Airlines from Geneva to Tenerife on June 14, 2025. Not only was I forced by staff to place my cabin luggage in the hold, but they inexplicably tagged it under a different passenger heading to Yerevan. Naturally, the bag was lost upon arrival.

Since then, I’ve followed up multiple times. The result? Deafening silence, vague responses, and just last week a patronizing offer of reduced compensation because I couldn’t provide receipts for every single item in my luggage.

Let’s be clear: Brussels Airlines lost my cabin bag due to pure incompetence, and instead of taking responsibility, they’ve responded with delays, indifference, and the ultimate insult questioning the value of my personal belongings as if this mess was somehow my fault.

Was I supposed to keep receipts for every sock and charger “just in case” an airline behaved with this level of negligence?

The burden of proof and effort is now fully on me, the victim of their mishandling. It’s absolutely disgraceful. This is not customer service this is a masterclass in how to alienate and mistreat your passengers.

Brussels Airlines has shown zero accountability, zero urgency, and zero respect. I wouldn’t trust them with a backpack again, let alone a paid booking. Avoid at all costs.

Dehumanising Experience and Zero Accountability – Brussels Airlines SN241

I delayed writing this review until now because I’ve just returned from a Virgin Atlantic flight that was the epitome of excellent customer service and the contrast brought back into sharp focus the deeply disturbing experience I had with Brussels Airlines.

On Flight SN241 (Freetown to Brussels, 4 March 2025), I was aggressively pushed by a crew member and mocked for questioning it. After raising the issue, I faced targeted retaliation: my name broadcast over the PA, my bags nearly removed under false claims, repeated physical jostling, and threats to confiscate my phone.

The crew then filed a false report against me before I could submit my complaint, a deliberate attempt to discredit me. Brussels Airlines issued a baseless warning letter under Belgian law, refused to provide any evidence, and have ignored repeated requests to address the misconduct, dishonesty, and retaliation.

This was not just bad service it was dehumanising, disgusting and vile; the unique hallmarks of racism. Avoid at all costs if you are of African descent.

My original flight, Flight Number2048, scheduled to depart from Birmingham Airport on the 6.8.2025, was cancelled at short notice. I was then rebooked onto a replacement flight departing from Manchester Airport, with no offer of compensation or assistance in getting there. This was extremely inconvenient, both logistically and financially.

Upon finally boarding the rescheduled flight in Manchester, we were then left sitting on the runway for an additional two hours before take-off, with minimal communication from the crew. As a result of the combined delays and poor management, I lost an entire day of my holiday — time that cannot be recovered.

This experience has not only caused considerable stress but also incurred unexpected expenses, disrupted my plans, and significantly impacted the overall enjoyment of my trip. I find the lack of communication, compensation, and accountability unacceptable.
I'm am going back and forth for two days with Sakshi sending receipts and then being advised there not receipts. not empathy no human interaction at all.

The many times that i booked well in advance, the flights were changed or cancelled, affecting travel plans. Support by call centre most of the times I contacted them was a complete waste of time and utterly useless

They cancelled our return flight booking.
They then refused to reinstate our booking.
After contacting them they agreed to put us on a different flight arriving much later in the middle of the night.
This is despite travelling with a pregnant mother and little kids.
They refused to rectify their mistake, and put us back on our original booking.

It started with only 2 staff members checking in passengers for a very full flight. This delayed us leaving Manchester International Airport. Add to that a 90 minute wait time on the tarmac due to not enough ground crew to load luggage. I barely made my connecting flight to Dulles (IAD). Once at Dulles I go to collect my luggage only to find it is still in Brussels. I filed a claim at the airport. I have an Android Smart Tag in my luggage and could watch it's movement. On the 31st it was still in Brussels by late day on the 1st of August it was at Dulles. I tried talking to multiple people at Brussels Airlines about getting my luggage. Their poorly designed website won't allow me to share my Smart Tag location link (limiting to only Apple is very poor web design). I can see that my luggage is still sitting at Dulles and I've yet to receive it. Trying to get someone to help me with this has been a lesson in frustration poor customer service. I will never fly this airline again.

I paid 140 Euros for seat reservation. They placed me and my family on different worse seats. For new reservation the charge 140 euros again!!! That is is Theft!!!! Contact center is not available or doesn't react. this is exactly what I expected from a Belgian company.

Their baggage policy is extremely restrictive: you’re only allowed a total of 8kg across all your hand luggage, not per bag, but combined. My MacBook Pro alone weighs 3.5kg, so staying within that limit is nearly impossible, even for a small trip. I was just 1.5kg over and was charged €60, with no flexibility whatsoever.

To make matters worse, the staff member handling the situation was incredibly rude, the most unpleasant airline representative I’ve ever encountered. I had to ask her several times to remain respectful.

My flight was delayed from LHR to Brussels and once i boarded the cabin crew informed me that i have missed my flight but when i landed they said that I have to rush as the flight has not taken off. I was handicap using a knee scooter and with the help of a very nice girl she led me to the gates of the airline. The bearded manager of the cabin crew said that I can not bring the knee scooter to my seat which was far in the back so I told him the previous airlines allowed me and then took it away once i sat down but he said no, so it was very stupid and dangerous for me to hop on one foot all the way to my seat and on one occasion during one of my hops my foot came down and it really hurt and my foot was swollen after that. I am recovering for an Achilles tendon surgery and I am not allowed to bear weight on that foot.
Further more my luggage did not make it and i had to wait until the next day so I had to purchase necessary toiletries and clothes which was very hard to find as it was night time when the flight arrived. Over all i was not happy at all with Brussels airline.

Flight cancelled for unknown reason. Staff give you wrong info, the chatbot to rebook a flight is buggy. The service is worst than lowcost company. Terrible experience

They changed my seat twice, there and back, even though I payed for that particular seat. The customer service did nothing, just ping pong me around... There is no way to het a refund on the seat, and if you want to, navigate the maze of their complaint section, you have to pay 40 euros to get the 23 euros back for the seat... Unbelievably disappointing... Take a car instead or other airlines, at least they charge a fair price, these guys are way more pricey and you get treated like a farm animal even though you paid for it

Level of service below zero, on time its nothing they can manage, responsibility lower than zero as much as their ability in organizing a full booked flight

Be careful Unethical company who exploit foreign Nationals by selling routes where known transit problems exist without adequate warnings. Customer service non existent once they have your money. Very unhelpful at boarding gates or offices. Not interested in resolving the problem Despite what it says below, no contact has been made. I have a further flight booked through them. Dreading it.

✈️ £1500 lost because of Brussels Airlines’ incompetence.
I arrived at Heathrow at 4:00 AM for my 6:50 AM Brussels Airlines flight on July 21st — well on time. But due to horrible mismanagement, only ONE staff member was checking in multiple flights, and no one prioritised passengers with earlier departures.
Over 40 passengers missed their flight because of this. No announcements, no help, just silence from the staff while other airlines like Swiss Air were actively calling for early check-ins.
When I finally got to the desk, the staff were rude, unhelpful, and completely unprofessional. The woman told me I had to pay for a new ticket, and when she called Brussels Airlines, they said the decision was up to the Heathrow supervisor.
That supervisor didn’t care. I was told I had no choice but to pay £1500 to get on another flight.
No accountability. No support. No apology. Just disgraceful service.
Brussels Airlines, this is a shame. I will be filing an official complaint and reporting this under EU261.
If you’re flying soon — avoid Brussels Airlines.
#BrusselsAirlines #FlightFail #TravelNightmare #EU261 #CustomerServiceFail #Heathrow #AirlineScandal #TravelDisaster #brusselsairlinesfail

Our baggage is still missing, but Brussels Airlines claims it was 'picked up'.
We never received anything. No contact, no explanation, no support.
We’re forced to spend money on clothes for our family while they ignore us.
This is unacceptable. Brussels Airlines shows zero responsibility. A disgrace.

once again, I had plenty of issues with Brussels Airlines. I actively chose Brussels Airlines above any other cheap airlines (like easyjet), but every time, my experience is worse than with those airlines and paying 5x the price.

Now again issues during checkin, this time with seats. I wanted to change the seat, ran into constant errors both in the app and on the website to change a seat. After finishing checkin, I went again to manage book to change. It said there no changes could be made and I should contact the Call Center. It would have been so easy to then explicitly state how to contact the call center (add phone number in UI!) but nothing like it. Then tried the chat - never got any reply. Anyway, now not managed to change my seat, gonna be in a terrible seat while even willing to pay their overpriced rearrangements.

Terrible, everytime. Think I will just move again to cheaper airlines - I have the impression they even try to at least deal with some type of customer complaints.

I had a flight booked with Brussels Airlines from Tel Aviv to Brussels on July 23, which was later changed to a LOT-operated flight due to Brussels Airlines canceling their own service. LOT has suspended flights to and from Israel through July 21–22, and I contacted Brussels Airlines to ask what would happen if my LOT flight was canceled too.

I was not asking to change anything — just for basic assurance that if LOT cancels, I’ll be rebooked on the same day using another available airline. I must arrive on July 23 or the morning of the 24th at the latest.

Instead, I had one of the worst customer service experiences I’ve ever had. The agent was rude, talked over me, gave me copy-paste answers, refused to escalate, and even hung up on me mid-conversation. He kept saying “no one can predict the future,” and refused to acknowledge my situation — even though I calmly explained multiple times that I’m simply trying to prepare for a possible cancellation.

I’ve already spent thousands on this trip and just needed a Plan B. The call was recorded, and I have the full audio, which I’ll gladly share publicly if needed.

Brussels Airlines — your agent showed zero empathy, no professionalism, and no willingness to help. I’ve escalated this via email to your senior team. If I don’t get a proper response and support, I will escalate to the European Commission and Belgian aviation authorities.

The many low reviews should tell you something, this used to be a great airline, but has gone down the drain. Had a return flight Brussels - Rome, both legs of the journey were delayed by an hour, the latter make it unable for me to return home with public transport. Their customer service just sends a copy paste reply and doesn't offer any compensation. The planes they use don't have any on seat power but still charge regular prices and also don't even offer complementary water. A real disgrace as a Belgian to see how this airline has fallen, at least Ryanair gets you to your destination on time for half the costs and same comfort.

Very bad customer service, they charged me twice for the same flight. I can't get anybody on the phone to discuss the issue. Very disappointing.

Avoid! It is horrendous. Delays many delays. Do not care about the customers. Total nastiness and not professional. The most nastiest airlines I flew with. If you make a typing error in your name they oblige you to buy a new ticket!!! Be careful.