Brussels Airlines complaints: comments, page 2
127 comments
Adrian B
Verified | Oct 23, 2025
Barcelona-Brussels
Economy
They told us they didn't know what happened, made us fill the claim and sent us home in a very rude manner. They didn't provide any compensation
- Barcelona-Brussels
- Economy
Wael A
Verified | Oct 18, 2025Brussels-Prague
Economy
Successful claim
My checked luggage was lost during my trip with Brussels Airlines. I arrived in Prague without my bag, which contained essential personal items and clothing. I had to purchase basic necessities, toiletries, and clothes to manage for several days until the luggage issue was resolved. This caused significant inconvenience and stress, especially as I had planned activities and meetings upon arrival. I kept calling Brussels Airlines the whole day but was not provided with proper information. I was not even able to confirm whether my luggage was missing or lost, which made the situation extremely frustrating and stressful. In addition, this incident completely ruined my holiday experience, as I was unable to enjoy my trip or follow my plannedΒ activities.
- Brussels-Prague
- Economy
- Successful claim
Stephen S
Verified | Oct 14, 2025Manchester-Brussels
Economy
I had important medication in my bag. I also called lost and found over 60 times over 3 days with no answer taking up my time and creating stress and discomfort. In addition I spent a lot of my evenings trying to purchase clothes which as difficult as I was working office hours. This needs to be taken into consideration in this claim too. Until today I have nothing heard from you and my luggage is not yet found after 10 months. So for that I ask the total amount for this claim. Hope you understand me.
- Manchester-Brussels
- Economy
Ienke H
Verified | Oct 12, 2025Brussels-Accra
Economy
Problems at airport
Becuz of a software problem we got a message at 6.40am on departure dat that thΓ© flight was delay for 2 hour. When we really departed it was already 2.30 or 3 hour later. Then also our flight change from straight to Accra they first stop at Lome to then continue to Accra. By we should normale arrive in Accra around 5pm local time but it was around 10pm local time we arrived.- Brussels-Accra
- Economy
Mirela A
Verified | Oct 8, 2025Brussels-Krakow
Economy
Successful claim
Flight cancelled on 05/10, minutes before announcing gate number for boarding. No explanantion given as to why it was cancelled. Alternative flight offered via Berlin and Frankfurt requested to be cancelled.
- Brussels-Krakow
- Economy
- Successful claim
Leanne L
Verified | Sep 29, 2025Rome-Faro
Economy
Technical problems
We had to rearrange our itinerary and cancel our Portugal trip and rides and Vrbo it was a total disaster. The airline cancelled at 16:30 on sept 23rd we had no where to stay on the 24th we incurred hotel out of pocket and meals- Rome-Faro
- Economy
Jens S
Verified | Sep 29, 2025Brussels-Ibiza
Economy
Successful claim
Due to the delayed luggage with 4 days on a trip of 6 days, I had no walking shoes to go on our hikes, no swimming gear for in the pool, no clean underwear and clothes for nice events.
- Brussels-Ibiza
- Economy
- Successful claim
Michael H
Verified | Sep 28, 2025Brussels-Poznan
Economy
Successful claim
Influence by other flights
First leg of flight was delayed (10:30 > 11:30 departure), which meant I missed the second leg of the flight at 13:00, resulting in waiting time of over 9 hours in Frankfurt airport.- Brussels-Poznan
- Economy
- Successful claim
Norihiro Y
Verified | Sep 16, 2025Brussels-Munich
Economy
Successful claim
No reason given
The flight that once departed the Brussels airport, returned to the original airport instead of arriving the destination. There was no alternative flight on the same day, and I had to stay at a hotel to take another flight on the next day morning. I missed an important meeting on the Monday morning.- Brussels-Munich
- Economy
- Successful claim
Anonymous member
Verified | Sep 9, 2025Freetown-London
Economy
Baggage lost from 6,June 2025
I was travelling from lungi International Airport to London Heathrow Airport arriving at London Heathrow airport notic my baggage miss with the reference number LHRSN27751 Up to now no one have contact me have try on many times no responseOverall
Lost baggage 
Good
- Freetown-London
- Economy
Paul V
Verified | Sep 7, 2025Brussels-Mulhouse
Economy
Successful claim
No reason given
First there was the cancellation but we had no information regarding the cancellation , i had to go throug Frankfurt with a later flight which I got to Frankfurt, but in Frankfurt the Flight to Basel was also cancelled so I couldn't get to Basel anymore so I had to sleep over in Frankfurt, also here no information or guidance, i just got an early flight booked to Basel the next day in the early morning.- Brussels-Mulhouse
- Economy
- Successful claim
Nithin M
Verified | Aug 20, 2025Zurich-Edinburgh
Economy
No reason given
My flight from Zurich to Brussels was delayed. Therefore, I missed the flight from Brussels to Edinburgh. I was then put on a flight from Brussels to Munich and then from Munich to Edinburgh. I arrived with 6 hours delay. Additionally, my luggage did not arrive. I filed a complaint at the Edinburgh airport and they promised be the suitcase at lunchtime next day -- but it only arrived two days later. I missed multiple important meetings I had set up and then had to purchase clothing not knowing when I will be seeing my luggage again.- Zurich-Edinburgh
- Economy
Kenny N
Verified | Aug 19, 2025Copenhagen-Montreal
Economy
Successful claim
Strike
Tried calling the phone number provided. They didnβt connect to a customer service representative because of βhigh volume of callsβ- Copenhagen-Montreal
- Economy
- Successful claim
Maria A
Verified | Aug 17, 2025Yerevan-Boston
Economy
Successful claim
No reason given
Because of the delay caused by the airline, I arrived late to my destination and missed the start of my program on July 4. As a result, I lost one full day.- Yerevan-Boston
- Economy
- Successful claim
Coumbara B
Verified | Jul 8, 2025Diass-Brussels
Economy
Grève
Voici le message envoyΓ© Γ la compagnie. Aucune rΓ©ponse de leur part et je suis excΓ©dΓ©e :" Hello, You have definitely ruined part of my holidays because not only you have cancelled my first flights, made me lose 2 days in Dakar and have deliberately left my luggage in Brussels (I spent 2 days in Dakar washing by hand my only skirt and T shirt) you have also cancelled my returning flights with an 8 days notice and this made me lose 1 full day in Paris with my family. I should have arrived on Thursday early in the morning but with the cancellation of my 2 flights and the rebooking of the flights , I finally arrived on Friday at almost 10 am in the morning. Further, the seat (25D) was not comfortable at all, my back was hurting me. This is why I am writing you again to ask for a compensation as you have not respect the European legislation regarding the delay for cancellation and you rebooked my flight exactly 24 hours later. Waiting for your early reply so I can think about flying with you again in the future. Kindest regards."- Diass-Brussels
- Economy
Rebecca F
Verified | Jul 4, 2025Diass-Geneva
Economy
Influence by other flights
My first flight was delayed, so I missed the connection flight in Brussels to Geneva, so I was automatically booked onto the next one (which was also 1h late), and arrived in Geneva at 11h40 instead of 7h35 as originally planned.- Diass-Geneva
- Economy
Myriam B
Verified | Jun 23, 2025Florence-Brussels
Economy
Booking reference : OSXD9E E- Ticket : SN 082-3584886449 and SN 082-3584886448 Antoine Vuylsteke / Myriam Becue On 19/6 at 09:15 my partner and myself checked in on flight SN 3140 from Florence to Brussels. We went to gate 5 as indicated on the screens. Boarding time was 11:00 hrs. At 09:54 we got an e-mail from the airline that the flight was delayed till 11.55. We were at that time already at gate 5 downstairs in the airport, waiting for boarding. Around 11:20 a general call via loudspeaker was given to evacuate immediately the terminal building. This message was repeated during 5 minutes. All passengers at the gates 1-5 went then outside on the tarmac of the airport. We have been standing there for about 20 minutes without further info, in a complete chaos. On indication of the security personnel we returned to the gates waiting for further information. At that time flight SN 3140 to Brussels was still at the screen on gate 5. At the gates there was a complete chaos as passengers from different gates were mixed up. However I stress that my partner and I, still remained at gate 5 as the flight to Brussels was still at the screen of gate 5 and no change of gates were announced or missing passengers were called out in the loudspeakers ( which were anyhow difficult to understand due to the chaos at the airport). I would also like to mention that on 19/6 it was extremely busy at the airport due to a general strike as from Friday 20/6 in Italy. Since no further information was given I asked after about 5 β 10 minutes when the flight to Brussels would depart. The ground crew at gate 5 ( of which I suppose that they are working for Brussels Airlines) then flatly told me that the gate was just closed. I protested strongly arguing that with the chaos at that moment no information or other calls about a change of gate or further details were given, but without any response. Ground crew was very unfriendly and could hardly express themselves in English. They simply directed me to the first floor to buy a new ticket. The consequences are great: our luggage was discharged from the plane ( extra cost for the airline). We as passengers, had to buy new tickets from Bologna as there were no other flights by SN to Brussels. Consequently in view of the strike starting that evening in Italy we had to rush to Bologna to catch another SN flight to Brussels. Our extra costs per person are as follows : β¬ 262.40 (Bologna-Brussels) + β¬ 9.45 ( rail ticket to Bologna) + transfer costs β¬15 or in total : β¬ 286.85 x 2 = β¬ 573.70 All this was the result of severe negligence and incompetence from the ground crew working for SN Brussels Airlines at the airport at Florence. Consequently I beg to ask for compensation from SN Brussels Airlines for the extra costs. I would like to stress this is only part of the obstruction and problems experienced at Florence airport as our luggage still did not arrive.
- Florence-Brussels
- Economy
Antoine V
Verified | Jun 21, 2025Florence-Brussels
Economy
Booking reference : OSXD9E E- Ticket : SN 082-3584886449 and SN 082-3584886448 On 19/6 at 09:15 my partner and myself checked in on flight SN 3140 from Florence to Brussels. We went to gate 5 as indicated on the screens. Boarding time was 11:00 hrs. At 09:54 we got an e-mail from the airline that the flight was delayed till 11.55. We were at that time already at gate 5 downstairs in the airport, waiting for boarding. Around 11:20 a general call via loudspeaker was given to evacuate immediately the terminal building. This message was repeated during 5 minutes. All passengers at the gates 1-5 went then outside on the tarmac of the airport. We have been standing there for about 20 minutes without further info, in a complete chaos. On indication of the security personnel we returned to the gates waiting for further information. At that time flight SN 3140 to Brussels was still at the screen on gate 5. At the gates there was a complete chaos as passengers from different gates were mixed up. However I stress that my partner and I, still remained at gate 5 as the flight to Brussels was still at the screen of gate 5 and no change of gates were announced or names called out in the loudspeakers ( which were anyhow difficult to understand due to the chaos at the airport). I would also like to mention that on 19/6 it was extremely busy at the airport due to a general strike as from Friday 20/6 in Italy. Since no further information was given I asked after about 5 β 10 minutes when the flight to Brussels would depart. The ground crew at gate 5 ( of which I suppose that they are working for Brussels Airlines) then flatly told me that the gate was just closed. I protested strongly arguing that with the chaos at that moment no information or other calls about a change of gate or further details were given, but without any response. Ground crew was very unfriendly and could hardly express themselves in English. They simply directed me to the first floor to buy a new ticket. The consequences are great: our luggage was discharged from the plane ( extra cost for the airline) and at the moment of writing is still not in our position. We as passengers, had to buy new tickets from Bologna as there were no other flights by SN to Brussels. Consequently in view of the strike starting that evening in Italy we had to rush to Bologna to catch another SN flight to Brussels. Our extra costs per person are as follows : β¬ 262.40 (Bologna-Brussels) + β¬ 9.45 ( rail ticket to Bologna) + transfer costs β¬15 or in total : β¬ 286.85 x 2 = β¬ 573.70 All this was the result of severe negligence and incompetence from the ground crew working for SN Brussels Airlines at the airport at Florence. Consequently I beg to ask for compensation from SN Brussels Airlines for the extra costs. I would like to stress this is only part of the obstruction and problems experienced at Florence airport as our luggage still did not arrive.
- Florence-Brussels
- Economy
Ahmed M
Verified | Jun 17, 2025Brussels-Ljubljana
Economy
No reason given
The flight was delayed for till 22.00 and then cancelled. We had to wait till 12 in queues at the airport. I had a conference to attend in Ljubljana for which I paid a registration fee. I had a hotel booked too. I was very late for the conference and had to Rush to the venue using a taxi.- Brussels-Ljubljana
- Economy
Io S
Verified | Jun 15, 2025Oslo-Toulouse
Economy
No reason given
We had to get someone to watch our cats over night, we didnβt have all our needed medications and as a disabled person with both ME and autism it was really hard to have to change the whole travel plan during the flight. Iβve had to spend the last few days confined to my bed after the whole trip- Oslo-Toulouse
- Economy
Sophie J
Verified | Jun 15, 2025Oslo-Toulouse
Economy
No reason given
We did not arrive until the next day. We had to find people to watch our pets at home for an extra day, and we did not have some of our medications especially for Io Sæther who is disabled.- Oslo-Toulouse
- Economy
Per S
Verified | Jun 6, 2025Porto-Stockholm
Economy
Weather conditions
Planet fΓΆrsenades och anslutningen till Stockholm missades. Brussels Airlines meddelade fΓΆljande: Dear Mr. Soederberg, Thank you for your email regarding your missed connection to Stockholm due to the delay of flight SN3810 from Porto to Brussels on 30th May 2025 and I sincerely regret the problems you encountered during your journey. We always do our utmost to avoid flight delays, but unfortunately sometimes this is unavoidable due to unexpected circumstances. We also never take any risks regarding the safety of our passengers, even if this means we need to delay a flight. I have investigated what happened and it appears that your flight SN3810 from Porto to Brussels on 30th May 2025 was delayed due to bad weather conditions. The compensation foreseen by the European regulation (EC) No 261/2004 does not apply in case of delays resulting from a force majeure. As the delay of the flight was out of control, I am not able to meet with your request for compensation in this case. Thank you for contacting us. I apologize for the inconveniences experienced and hope to be able to welcome you again on board one of our flights in the future. We appreciate your feedback, please fill in the survey here and help us improve our services. Yours sincerely, Patricia Customer Relations agent Men vid min kontroll med Weather Spark visade att det var inget dΓ₯ligt vΓ€der denna dag. Se: https://weatherspark.com/h/d/51121/2025/5/30/Historical-Weather-on-Friday-May-30-2025-in-Brussels-Belgium#Figures-Temperature Jag fick ett ersΓ€ttningsflyg nΓ€sta dag efter en fΓΆrfΓ€rlig ΓΆvernattning i Bryssel. Delade rum med 2 okΓ€nda och fick varken middag eller frukost. Jag kom till Arlanda 12.30 31 maj istΓ€llet fΓΆr 23.05 30 maj. AlltsΓ₯ en fΓΆrsening med 13 timmar. se Boarding Crads- Porto-Stockholm
- Economy
Kalman F
Verified | Jun 5, 2025Brussels-Tel-aviv
Economy
No reason given
Lufthansa decided not to fly to Israel while enough other airlines are flying to Israel. The alternative flight they provided me was on 05/29 instead of 05/30, which means I had to fly the day before, which means I lost a day of work.- Brussels-Tel-aviv
- Economy
Levon K
Verified | May 30, 2025Brussels-Los Angeles
Economy
Successful claim
Technical problems
Hello, On 10/04 we had a flight from Brussels-London and after London-Los Angeles. The flight from London to Los Angeles was delayed for a minimum of 3 hours after this delay it was canceled. We had to fly after to San fransisco and wait 10-11 hour to fly from there to Los Angeles. We took the Flight to San Fransisco with a delay also and arrived there. We had to be in Los Angeles in the morning so we could not wait 10-11 hours. We booked a car for 236 dollars to drive in the night to Los Angeles to arrive on Time. So This is not normal and we want our tickets refunded and also the price of the car for that 1 day. We want a Refund for the cancellation, the delay of the San Fransisco flight and that we had to wait 10-11 hours. We booked also an Airbnb from 10/04 and could not stay that 1 day this we want also refunded for a price of 272,84 euros for 1 day. Thank you in Advance. Sincerely Vardan Avetisyan- Brussels-Los Angeles
- Economy
- Successful claim
Iuliana C
Verified | May 23, 2025Krakow-Brussels
Economy
Successful claim
Influence by other flights
The flight got cancelled due to flight disruptions . I was informed at 8:30. I was offered alternatieves, but when trying to select something in the timeline that i needed, the system said that they are not available anymore. I asked the chatbot to connect with a human, as i need to get a flight today. Nothing happened, so i had to buy another flight ticket with another travel co.- Krakow-Brussels
- Economy
- Successful claim
Silke B
Verified | May 21, 2025Brussels-Madrid
Economy
Technical problems
I arrived at the airport at 7:30 for the flight departing at 9.30. The flight was cancelled last minute due to technical problem of the aircraft. Rebooking options had been proposed but for flights via Bilbao and arriving in Madrid in the evening, thus too late for my commitments in Madrid. Hence which is why I had to cancel my flight and ask for its reimbursement, but missed then out on an important professional engagement in Madrid.- Brussels-Madrid
- Economy
Sylvain T
Verified | May 19, 2025Economy
Unable to retrieve my forgotten phone from lost and found
I was landing with Brussels Airlines at Zaventem airport on August 7th, 2024, from Yaounde-Nsimalen. I forgot my cell phone (Samsung S20+5G) on the aircraft, but I was told that I could not go back to pick it up per the airline's policy. Instead, I was immediately directed to Lost and Found, where I filled out the necessary form, including my physical address. I was also reassured that I could get it even if I did not reside in Belgium. I was contacted two days later when my cell phone was found, and all the descriptions, including the wall screen, matched the description of my phone. Here is the reference # BRUSN9899. I tried to get in touch with Lost and Found to agree on the method of transferring my phone to Texas at multiple attempts by phone, email, and WhatsApp chat, but all our exchanges were unsuccessful after doing everything that I was told to do. After 8 months of no clear updates, on April 2nd, 2025, I am required to pay 150 euros to have my phone shipped to the USA. I did receive a different cell phone (Samsung S8), not matching the description. After contacting lost and found, I was told to release that phone to the DFW airport lost and found, but DFW did not want to take that responsibility due to no prior arrangement. On April 21st, 2025, I emailed customercare@dirby.aero to confirm a physical address so I can email back someone else's phone and retrieve mine, but no answer was received at this time.- Economy
- Loss: β¬1200
- Desired solution
David B
Verified | May 16, 2025Brussels-Tel-aviv
Economy
Problems at airport
I was travelling from London Heathrow to Tel Aviv through Brussels and and I flew from London to Brussels without any hitch but when I reached the displayed gate for Tel Aviv in Brussels, I was advised to wait in conjunction with other passengers and later told that the flight was cancelled.- Brussels-Tel-aviv
- Economy
Laurens R
Verified | May 11, 2025Tel-aviv-Brussels
Economy
Successful claim
Problems at airport
My flight from TLV to BRU was cancelled due to a missile incident near TLV airport. TLV Airport closed for about one hour before reopening. Multiple airline companies resumed flights. -I tried contacting Brussels Airlines via telephone, there was no answer after 40 minutes waiting on the phone. -I then used the chatbot option. Brussels Airlines confirmed that the flight was cancelled. I asked for an alternative flight, they could not offer an alternative before 13MAY. I said that I needed to be in Belgium by 09May so that was not an option. -They did not offer other options for 08MAY, they did not offer to re-route via other airlines. Re-routing to other EU airports via El-Al, Israir or Aegean would have been possible same day with connecting flight same day if handled by Brussels Airlines immediately. -They have made a promise to refund the partial cost of the flight back. Confirmation added as proof on file but money not received yet on Paypal account on date 11MAY. -I had to book alternative flights myself. Direct to Brussels was not available, I had to book a flight to ATH (Bluebird Airlines) on 08MAY, stay overnight in Athens 08>09May, return to ATH airport early in the morning of 09MAY to take a Brussels Airline flight back to Brussels (operated by Aegean).- Tel-aviv-Brussels
- Economy
- Successful claim
Aida A
Verified | May 9, 2025Yerevan-Brussels
Economy
Strike
I am submitting this claim after Brussels Airlines cancelled my flight SN2900 from Yerevan to Brussels on 1 April 2025. I was traveling with my infant and only discovered the cancellation by checking the app β I was not properly informed in advance. I contacted customer service to ask about rebooking. At first, they calculated the price for a new ticket. When I asked why I should pay if the cancellation was not my fault, the agent ended the chat. At the end of course, they rebooked my flight. I submitted a compensation request directly to Brussels Airlines, but it was rejected twice. They claimed that all flights on 31 March 2025 were cancelled on 24 March due to a strike announced , and that my cancellation was part of this force majeure situation. However, my flight was scheduled for 1 April, and I contacted their customer center already on 25 March to ask if my flight would be affected. I was told that my flight was not cancelled. This entire situation caused a great deal of stress, especially as I was traveling with my infant baby. I would be happy if you help me with the compensation request. Thank you in advance, Aida- Yerevan-Brussels
- Economy
Kai K
Verified | May 8, 2025Brussels-Geneva
Economy
Strike
The airline didn't offer voucher. My flight is on April 29 at 20h40. On April 28 evening, Brussels Airlines informed me that my flight would not be affected by the strike. On April 28 21h07, I successfully checked in and got my boarding pass. On April 28 22h21, Brussels Airlines sent me a reminder email in order not to forget to check in. On April 29 around 18h30, I found out my flight got cancelled. Brussels Airlines never notified me even once about the cancellation, neither through email nor through my phone number. Brussels Airlines didn't propose any re-routing. Through chat robot on Brussels Airlines website, I was told there was no available alternative flights in the upcoming days, my work was urgent, I had to book my own train ticket, it took me 14 hours on the train to arrive in Geneva. On April 29 morning, I found out my flight was rebooked to May 2 WITHOUT my permission, they made the change without even contacting me.- Brussels-Geneva
- Economy
Dr Kwaku A
Verified | Apr 25, 2025Accra-Schonefeld
Economy
Successful claim
No reason given
Ingot to know about the cancellation of the flight from Brussels to Berlin only at the checkin counter in Accra. I did not receive any prior notice. They gave me new flight which, instead of 1 stop, was now 3 stop casing me a delay of more than 4 hours. There is no way to contact the airline directly. I did not find any possibility to make any complaint or claim. The cancellation and its subsequent delay was a huge inconvenience. I missed my childβs appointment and missed all my arranged travel plans. I had to incure additional cost of about 75 euros due to this inconvenience.- Accra-Schonefeld
- Economy
- Successful claim
Jan C
Verified | Apr 19, 2025Ljubljana-Manchester
Economy
Technical problems
Airplane from flight BRU to LJU broke down and came with delay Because of it my flight LJU to BRU was later and miss connection flight Lju To man- Ljubljana-Manchester
- Economy
Moin A
Verified | Apr 17, 2025Economy
Denied boarding due to visa requirements which is incorrect
Dear Sir/Madam, I am writing to formally raise a complaint regarding the wrongful denial of boarding that my wife experienced due to incorrect enforcement of visa regulations by Brussels Airlines. Despite the clear guidance provided on your official website, my wife was prevented from boarding her flight because she was told she required an airside (A) transit visa. This caused severe distress, financial loss, and disruption to our travel plans. Facts of the Case: My wife holds a valid UK residence permit (BRP). As per the Belgian Embassyβs website (link), as of 28 June 2024, the Schengen airside (A) transit visa requirement is abolished for UK BRP holders. Despite this, Brussels Airlines wrongfully refused to let her board, claiming a transit visa was required. Prior to our travel, I called the Belgian Embassy, and I was explicitly informed that no transit visa was required for my wifeβs circumstances. This denial resulted in financial loss as we had to book alternative travel, and her having to return back to home causing unnecessary hardship. Request for Refund and Accountability: Given that Brussels Airlines acted in contradiction to Belgian immigration policy, I am formally requesting a full refund of the flight ticket for my wife and compensation for the distress and inconvenience caused. Brussels Airlines should be held accountable for failing to adhere to the correct regulations. Legal Implications: If this matter is not resolved promptly, I am prepared to escalate this case legally under consumer protection laws and aviation passenger rights regulations. Brussels Airlinesβ actions resulted in financial and emotional damages due to their negligence in following the official Belgian visa exemption policy. I expect an urgent resolution to this matter. I have attached all relevant documentation, including the flight details and the official policy from your website. Kindly confirm receipt of this email and provide a timeline for resolving this issue.
- Economy
- Loss: β¬1500
- Desired solution
Sarah W
Verified | Apr 14, 2025Venice-Nairobi
Economy
Successful claim
No reason given
I do not know what happened. I just received a notification that the flight was cancelled and we were rebooked two days later on Turkish Air. I mailed the request for reimbursement as detailed on Brussels Air site January 14 and have sent repeated emails to no avail. The customer service people say the cannot do anything other than email the report up the chain and this was repeated three times to no avail. I then contacted the local office here in Nairobi which said they cannot do anything but email to Brussels which we did to no avail. There seem to be no people to speak with to resolve the matter.- Venice-Nairobi
- Economy
- Successful claim
Karim E
Verified | Apr 13, 2025Cologne-Kigali
Economy
Successful claim
No reason given
After landing in Kigali according to the original booking on the 10th of April, I stayed in the lounge at the Airport in Entebbe- 8 hours. At 03:35 we took Rwanda Air to Kigali via Nairobi and arrived at 07:00 am in Kigali on April 11th with the total of delay - 12Hours.- Cologne-Kigali
- Economy
- Successful claim
Marie M
Verified | Mar 23, 2025Florence-Brussels
Economy
Successful claim
Weather conditions
Brussels airlines cancelled the flight at 6.50 Am, 4 hours before the departure at 11.50. I only learn later when I ask for a refund that it was due to the weather but all the planes took off at florence airport. I arrived at Luxemburg at 5.50 pm because i couldβt take the replacing flight Bologna-Munich-Brussels because we were arriving at 11.50 pm and I had to take the train from Brussels to Luxemburg but there is no train anymore at this hour. So I took a flight myself From Florence to Frankfurt and then From Frankfurt to Luxemburg.- Florence-Brussels
- Economy
- Successful claim
Dudley H
Verified | Feb 28, 2025Freetown-London
Economy
Strike
We received an email from Brussels airline on Tuesday, February 11, to inform us that our return flights from FNA to LHR had been cancelled because of a situation at Brussels Airport. On receipt I sent an email to the customer service address regarding a cancelled booking for Mr Dudley Hanciles and Ms Charlma Hanciles (No: L8BNES). We were offered a flight for part of my journey from BRU to LHR on Friday 14 February which is totally ridiculous as our return flight was booked through from FNA to LHR. Since receiving the email, we tried to get in contact with Brussels Airlines but were not successful through the chat or the app. After several attempts and having been told a colleague will be with me soon, this did not materialise and ended up staying on the chat for extended periods with no response beyond this point. We also made several attempts to get an alternate booking which has not been successful because either chat stopped working or they couldn't deal with my booking. We then attempted to cancel and request a refund several times over and that was not working either. In the end having to resume work later on Thursday, we had to secure our flights through another carrier and have borne the full cost of that (see attached documents) although the earliest we could get back home was Friday 14 February evening, leaving FNA in the early hours of Friday 14 February morning We initiated a complaints procedure on 13 February with Brussels airlines having secured alternative flights. Brussels airlines have only offered a portion of our fares which has left us significantly out of pocket as not only did we have to secure alternate flights, we also had incurred extra costs for hotels, transportation, food etc (receipts attached). We finally arrived in the UK a day and a bit later on Friday 14 February (see Air Maroc Tickets) this also meant paying additional for our extended time using Mayfair Airport Parking as having lost time at work. We look forward to a swift resolution of this matter. Kind regards, Dudley Hanciles & Charlma Hanciles (Frustrated and stressed out couple - SN Brussels passengers) Ticket Numbers 0822199700754-55 0822199700756-57 7242340730672 7242340730680- Freetown-London
- Economy
Ambrose Gerald O
Verified | Feb 26, 2025London-Entebbe
Economy
Successful claim
Technical problems
We reached BRU were routed back to LHR and told we would be reticketed for a connecting flight from LHR later that evening with another carrier.- London-Entebbe
- Economy
- Successful claim
Yuliya K
Verified | Feb 25, 2025Brussels-Rome
Economy
No reason given
Our initial flight has been cancelled. We have been rebooked for the next available flight, which was almost 9 hours later. We have arrived to the final point of destination 11+ hours later than originally scheduled.- Brussels-Rome
- Economy
Marine M
Verified | Feb 25, 2025Brussels-Budapest
Economy
Successful claim
Technical problems
I had a flight at 9.05 pm from Brussels to Budapest on Sunday 23rd. It got first delayed by one hour. At around 21:30, they announced that it was cancelled due to "technical reasons" and that since no other flights were scheduled on that night, we were getting rebooked on the day after, with a night at the hotel included. My new flight was a hassle, since it left at 6.40 am from Brussels, with a layover in Vienna of 8 hours which was very long. I only arrived in Budapest at around 7pm on Monday 24th. Moreover, I was travelling for business purposes and therefore lost a day of meetings during an important testing phase for a big commercial company.- Brussels-Budapest
- Economy
- Successful claim
Smail Parker A
Verified | Feb 24, 2025Brussels-Accra
Economy
Technical problems
Dear Sir or Madam, I am writing to express my disappointment regarding the recent travel experience of my young cousins, aged seven and eleven, who were scheduled to depart from Belgium to Ghana with your airline today at 12:00. Unfortunately, their flight was delayed by two hours without any prior notification, which caused considerable inconvenience. Furthermore, the flight was supposed to be a direct one to Ghana, but this was not the case. To our dismay, the children had to endure an unexpected stop in Togo before arriving in Ghana. While we appreciated the provision of an attendant, which we had requested for their safety, this does not mitigate the distress caused by these significant deviations from the original plan. The delay and the unplanned stopover added unnecessary stress to their journey and made the travel experience unpleasant for the children. Given the circumstances and the inconvenience caused, I kindly request appropriate compensation for this situation, as the service provided did not align with the expectations set when booking the flight. I look forward to your prompt response and hope this matter can be resolved satisfactorily. had hrs delays- Brussels-Accra
- Economy
Iradukunda P
Verified | Feb 21, 2025Brussels-Kigali
Economy
Successful claim
No reason given
I had a flight on 19th and then they sent me an email that that it was canceled i had meeting in Rwanda on 20th and an oppointment at my doctor also and my flight was put on 21st i called them asked if there is anyother altenaties an the only the could give was 3 countries connection which would have been long and also tiresome but also not be in RWANDA- Brussels-Kigali
- Economy
- Successful claim
Robert W
Verified | Feb 18, 2025Diass-Brussels
Economy
No reason given
The airline brought us in a bus to a hotel in Dakar where I stayed until the next flight was made available- Diass-Brussels
- Economy
Myeongbin K
Verified | Feb 12, 2025Budapest-Washington
Economy
Technical problems
They provided Hotel and meal vouchers. And they told me the reason why flight get delayed is due to problems with crews.- Budapest-Washington
- Economy
Murielle P
Verified | Jan 31, 2025Nairobi-Brussels
Economy
Successful claim
No reason given
My direct flight NBO- BRU with Brussels airlines was cancelled same day early pm Need to take anorher flight with a transit in FRA so longer flight with transit change in FRA and arrivai more than 3 hours later in BRU where I miss an appointment- Nairobi-Brussels
- Economy
- Successful claim
Ben B
Verified | Jan 29, 2025Brussels-Orlando
Economy
No reason given
I had to wait 8 hours at the airport, alone, tired and upset I landed very late, that's why I had to take Uber and that's why I need to reserve an hotel cause I couldnβt get in to my appartment- Brussels-Orlando
- Economy
Marianne S
Verified | Jan 14, 2025Abidjan-Toronto
Economy
Successful claim
No reason given
Due to the lateness of the flight, i ended up fainting on the flight from Abidjan to Bruxelles. But thankful, the flight attentants helped me. They gave me juice, snacks and kept an eye on me during the rest of the flight. I arrived at the final destination at around 7:30 pm.- Abidjan-Toronto
- Economy
- Successful claim
Antea Z
Verified | Jan 13, 2025Brussels-New York
Economy
No reason given
The flight was delayed from hour to hour without an explanation of why. We were told around 14.30 (the flight was supposed to leave at 10.35) by staff that there is a problem with the aircraft and that it will likely be cancelled. We then had to buy another ticket for a flight departing at 15.05 in order to make it to the destination, and flew with KLM. We missed a number of meetings for which we were traveling for. The original flight then took off after we already left with our new ticket, so we incurred extra costs.- Brussels-New York
- Economy
Marian V
Verified | Jan 13, 2025Brussels-Gran Canaria
Economy
No reason given
Arrived at 8.00 am at the airport, because Brussels Airlines sent a message that the flight will be delayed till 11.25 am- the original departure time was 09.25 am. Waited till boarding at 10.55 am only to be told at the gate that the flight was cancelled. However Brussels Airlines arranged tickets for us with Iberia, so we arrived at LPA airport at 22.00 instead of 13.00. And of course our luggages did not arrived, we have received them 68 hours later- Brussels-Gran Canaria
- Economy
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