Brussels Airlines

Brussels airlines have been deliberately withholding a already accepted refund for months. It is clear that they care absolutely nothing for their customers.

Cancelled our flight which was to be expected. Were due to fly at the end of March, as soon as our flight was cancelled we ask for a refund to be told it had been "processed". We have now been waiting 5 months, everytime you call i get told that other people have been waiting for 7 months so think myself lucky and wait a bit longer. Absolutely horrid customer service.

This used to be a very pleasant airline to fly with, but now we have had such dreadful experiences with them recently. Here are 3: 1. We plan to travel as a family of 4 to the United States in October 2020, flying Geneva-Munich-New York, and returning New York-Brussels-Geneva. The flight New York-Brussels is a Brussels Airlines/UA flight on October 24. We purchased the ticket online via a German travel agent. Recently, we received an email from Brussels Airlines indicating that the New York-Brussels leg of the trip had been cancelled. Despite extensive and repeated efforts on our part -- and despite very clear European Union rules in this area --, Brussels Airlines refuses to rebook us on another flight. They consistently argue that the travel agent should rebook us. However, the travel agent will charge us a rebooking fee of 49 EUR per person, a total of 196 EUR for a 4-person family. The European Union rules are unequivocal that the airline is responsible for rebooking. Brussels Airlines avoids all responsibility. A second matter concerns 7 travel legs cancelled by Brussels Airlines during the period of confinement March-June 2020, for which I am seeking reimbursement. Brussels Airlines has sent me on a repeated loop, in which the website tells me I need to contact them via Facebook or Twitter, and then Facebook tells me I need to make this request "via the website". Again the EU rules are clear: Brussels Airlines is obliged to reimburse. To date it appears that they are exclusively focused on avoiding their legal obligations. In July 2019, we flew to the US on a direct flight Brussels-New York on a saturday. Brussels Airlines did not manage to put our luggage on the plane. As our girls were starting camp on Monday, we were forced to buy replacement items on the Sunday. Our luggage arrived Monday. Brussels Airlines refused absolutely to reimburse the cost of the replacement items. Avoid this airline if at all possible.

This used to be a very pleasant airline to fly with, but now we have had such dreadful experiences with them recently. Here are 3: 1. We plan to travel as a family of 4 to the United States in October 2020, flying Geneva-Munich-New York, and returning New York-Brussels-Geneva. The flight New York-Brussels is a Brussels Airlines/UA flight on October 24. We purchased the ticket online via a German travel agent. Recently, we received an email from Brussels Airlines indicating that the New York-Brussels leg of the trip had been cancelled. Despite extensive and repeated efforts on our part -- and despite very clear European Union rules in this area --, Brussels Airlines refuses to rebook us on another flight. They consistently argue that the travel agent should rebook us. However, the travel agent will charge us a rebooking fee of 49 EUR per person, a total of 196 EUR for a 4-person family. The European Union rules are unequivocal that the airline is responsible for rebooking. Brussels Airlines avoids all responsibility. 2. A second matter concerns 7 travel legs cancelled by Brussels Airlines during the period of confinement March-June 2020, for which I am seeking reimbursement. Brussels Airlines has sent me on a repeated loop, in which the website tells me I need to contact them via Facebook or Twitter, and then Facebook tells me I need to make this request "via the website". Again the EU rules are clear: Brussels Airlines is obliged to reimburse. To date it appears that they are exclusively focused on avoiding their legal obligations. 3. In July 2019, we flew to the US on a direct flight Brussels-New York on a saturday. Brussels Airlines did not manage to put our luggage on the plane. As our girls were starting camp on Monday, we were forced to buy replacement items on the Sunday. Our luggage arrived Monday. Brussels Airlines refused absolutely to reimburse the cost of the replacement items. Avoid this airline if at all possible.

I flew from London to Canada and bought a ticket that did not require me to pay for checked-in luggage, clearly stated on my ticket. At airport I was asked to pay 50pounds for 1 bag, which is an absurd amount of money. What's better is that my luggage was lost. I was denied refund and I will never fly with your piece of crap airline ever again. Enjoy the 50 pounds because Brussels Airline have lost my business that's worth a lot more than that. Sincerely, VERY UNHAPPY CUSTOMER.

Althought confirmed flight was postponed by two days (12th of Aug. to 14th of August) - without giving any reason - by Brussels Airlines, rebooking had to be done by me and also the surcharge for rebooking has to be paid by me. I'll definitely never again book this airline.

Their customer service is horrible, the world's worst! They charged me a huge fee for my bag even though it was included with my ticket. They lost my bag and never even responded to my claim on this issue since June. Absolutely disrespectful! I will never fly with Brussels Airlines again, this airline is terrible!

The Service Center function is just TERRIBLE bad, bad, bad.. I have a lot of FlightVouchers due to the COVID-19 situation. When you want to rebook, you end up in a service center somewhere in India - the connection is very poor and the service extremely slow. I just spend 40 minutes to rebook ONE flight..... I was supposed to rebook a total of six flights - but simply gave up. SHAME on you, Brussels Airline, SHAME...

Refund requested 30. June for a cancelled flight. Still no update from the airline 1 1/2 months later. Also impossible to get through to their service desk. Sad to realize that only a payment - although unacceptably late - can partially repair brand perception as being UNTRUSTWORTHY. 👎

Booked a flight in late 2019 for April 2020, flight got cancelled, asked for a refund when they closed all international borders (mid-april), I received an email saying my refund was being processed on april 10th... since then, nothing! It's now been 4 months.

Do not fly with them and they do not refund peoples money back, and they are a racist company, do not fly with them if you are a non white they only want white people on their flights

The plane I took was basically full, most rows were full and maybe 5 or Six rows and 2/3 People, not a great option if you want to stay safe during the pandemic.

In March our tickets were cancelled. They did not refund them, although they promised to do so in writing. All further communications are simply ignored. Test aankoop (a belgian consumer protection organisation) started up a file but they also ignored that. Even when the Belgian government bailed them out due to covid-19, they keep the money and ignore us. If you book a ticket, know you enter a lottery and can only hope and pray you won't lose your money

We went to bruges by brussels airlines last year. The flight was delayed by 3 hours on the way home. The planes are cramped and basic. We decided to go back for my husbands 60th birthday on april 6th. Obviously it was cancelled. We received an email confirming our refund was being processed on march 30th. It is now 7th august still no refund. We have called on numerous occasions apparently no one was working for brussels airlines until 1st june! Dm's get generic replies. They say my booking ref isn't recognised when I go online. I have been waiting for a call back from a manager for 4 days. Absolutely disgraceful. I object along with the thousands of their other customers to propping up their airline with my money.They deserve to go bankrupt!!!!! Next time we will go via channel tunnel.

Have booked 4 flights since 15.06 between BRU and TXL: every flight has been changed, no appologies, seats are changed without advisin,, not possible to reach by telephone, This 'airline' was and remains the most unreliable company in Europa. What the hell are they doing in the Lufthansa group? Even Ryanair is better.

flight cancelled in may. asked refund, still waiting; 'we will pay but we don't know when; thousands of people have received same mail, nobody has received refund given many reviews; seems to be simple strategy; they bleed cash, sell flights, cancel, use your money to pay staff, delay refund and in a few months they are bankrupt... boek niet, groot risico op annulatie vlucht; wachten reeds twee laand op terugbetaling, geld wordt gebruikt om personeel te betalen, binnen paar maanden zijn ze failliet en jij kan naar je centen fluiten...Ryanair betaalt zoals wettelijk verplicht binnen 7 dagen terug zonder dat je zelf iets moet ondernemen

I booked a flight in May, paid the full ticket price, only to receive an email 2 hours later stating that my flights had been cancelled because the airline was not flying until mid-June. Unbeknownst to me, Brussels airlines was no operating at the time of my booking, and yet they still collected $300 from me. I immediately called for a refund, and I was given a reference number (which I have no idea what to do with). It’s been months, and I still haven’t seen a cent. To take my money when you KNEW my flight was cancelled before I even booked a seat...this is completely criminal.

Booked a flight in Jan for July. It was cancelled without notifying me, I only found out by chance. I tried to contact them through their “my booking portal” to rebook only to discover that my details had been deleted. They provided a phone number which auto disconnects after a short time. I then sent a recorded delivery letter to their Customer Services Manager in Brussels Head Office which they ignored. I’ve now claimed a refund through my credit card. The tactic of Brussels Airline seems to be to make it as difficult as possible to contact them and even then to completely ignore you. I’m not alone. Social media has many reports of others being similarly cheated. My next port of call will be the small claims court.

Our flights were from Bristol and were cancelled so we were offered alternative from London or a full refund. We opted for the refund (this was about 2 weeks before lockdown). We have sent 5 emails, messaged twice, called Them in Brussels which costs a fortune and got cut off. Will never book again with them or Lufthansa (they own them). I cannot believe that they can get away with this as it’s now 5 months later. They just run you round in circles and I have yet to understand WHEN or even if I will get a refund.

Aweful service. My flight got cancelled so I called to rebook it and waited for such a long time talking to someone that told me 'one second'every other minut. At the end he hang up on me.