Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my round trip (leave on Sep 21, 2024 and return on Oct 6, 2024) to ***** through ***********. Less than 1 month prior to my trip, I was told that the return flight, from ******* to ******** was modified because the second leg of the flight (brussels airline) was cancelled. I called Brussels Airline and one of the representatives changed my flight to: ******* to *********, ********* to ******, then ****** to ********. This is a big mistake the representative made. When I was checking in at *****************************, I was told that I would need a ************* to change flight twice in ****** (at ***************** and **************) because I am a ******* citizen with green card. The airline representative should have all my information when he made the flight change, and have the knowledge of the **** requirement. Because of negligent mistake, I had to pay $795 to purchase another one-way flight ticket to fly back. I am requesting to get reimbursed for the return flight I did not use, or the cost of the new flight I booked. Thank you

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Brussels Airlines NV regarding complaint ID ********.
  
  Sincerely,
  
  **** **
  

  Business Response

  Date: 04/24/2025

  Dear,

  We apologize to *** ** for the inconveniences caused when his flight was cancelled, and for the poor handling of his rebooking and complaint.

  We offer the full refund of the disputed amount (*******USD) to *** **. 

  In order to pay this, we kindly request the passenger to provide us with his bank details, allowing us to do a domestic transfer (name of the *********** account  +  ACH electronic routing number containing 9 digits ) and his full address of residence. Please communicate the complete and correct beneficiary name that corresponds with the account. 

  Once we receive this information, the refund will be processed.

  Thank you

  Best regards,

  Brussels Airlines Customer Relations BRU

  Business Response

  Date: 04/25/2025

  Hello,

  Thank you for the quick response and sending us the required information.

  I confirm the full payment of the claimed amount. The total amount of 1244.92USD will be transferred to the given bank account as soon as possible.

  We apologize once again for all inconveniences caused and hope to be able to welcome you soon on one of our flights!

  Best regards,

  Brussels Airlines Customer Relations BRU

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Team, I hope all is well. My mother was traveling to ***************** with a valid tourist **** from ********, so I wanted to buy her a flight ticket with Lufthansa Airlines. Their website did not offer to pay the amount in USD, and only in the origin of the flight's currency, their customer service advised me to buy the ticket through their partner, Brussels Airlines, based on their collaboration agreement. The transaction of $1,141.91 was done on 17/11/2024, and the flight was from ******** to *********** on 9/12/2024, under the name of ************************* and e-Ticket number: *************. The *****************'s agent refused to check her in and unjustly denied her check-in and boarding. They transferred her to another Turkish Airlines flight but that flight did not accommodate her elderly Persian cat in the cabin, which I had clearly stated was a necessity, so she had to cancel and buy a last-minute flight with another airline, stay in ******** for extra days, transport, and having the concern of her ****. I contacted both ********* and Brussels Airlines to resolve the situation. After multiple attempts and uncoordinated guidance between the two airlines, Brussels Airlines eventually agreed to refund the flight. However, over a month has passed since the cancellation, and the refund has not been processed (the tickets were fully refundable and I had to pay more for them). Since then, they have not resolved the issue, not during phone calls or email or their website. In addition to the ticket refund, I am seeking reimbursement for additional costs incurred due to this disruption. I trusted ********* and Brussels Airlines for their reputable service but was met with a cascade of issues stemming from misinformation, mismanagement, and failure to provide proper customer care. As a result of *********'s ill-advised decision to deny me the ability to transit, I am requesting a refund for the original ticket and compensation for the additional monetary damages.

  Business Response

  Date: 02/25/2025

  Dear,

  According to our records the tickets are refunded on 13 December 2024 (******USD and 614.51USD).

  I hope to have provided sufficient information, however, I remain at your disposal should you have any other questions or comments.

  Best regards,

  Brussels Airlines Customer Relations BRU

   

   

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon dear all,This is to bring to your urgent attention that we traveled from ****, ***, on August 24th, 2024, arriving in Brussels via flight SN516 on Sunday morning.We continued our journey to ******* on flight *****, arriving at 5:30 PM the same day. Despite multiple follow-ups, our luggage has not yet been delivered. The details are as follows:** **** ******** **** ******** **** ******** **** ******. We have already submitted a Property Irregularity Report (PIR) at *********** under the references: ********** and **********.Our luggage was last tracked at Brussels Airport on Sunday morning. We have demanded that our baggage be located and sent to us immediately.The contents of these bags hold significant personal and emotional value, which cannot be quantified or compensated by monetary or insurance means.

  Business Response

  Date: 09/10/2024

  Dear, 

   

  we have been in contact with our guest already via email in case ************* and have informed our guest that the bag has been handed over for delivery. 

  this email was sent on September 2ND

  The Wt file has been closed in the meantime

   

  **** ********* * ********** **** **** * ******* ****** ** **** * * ******** **** * **************** ******* **** * ********** ***** ******* **** * **************** ******* **** * ********** *****
  

   

  In case further assistance is needed, please do not hesitate to get back in contact with us.

   

  Very kind regards

   

  ** *****

  Brussels Airlines

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost luggage on trip to ****** for non profit volunteering. ******* was full of donated supplies to help teach English. 7 days and number given to call was international that cost $3 a minute. Tried calling customer service which was a free number and they said it wasnt their department and could not help. I paid to call baggage number $168 and they never answered for 2 hours. I tried text chat and they cut me off. Luggage still not arrived and its been 7 days.

  Business Response

  Date: 08/20/2024

  Dear, 

   

  I thank you for contacting us.

  In order to reply to you can you please provide me with the case reference number of the claim our guest has logged? 

  I am not able to retrieve a case on name of Kobernat nor with the given mailing address.

  Once this info has been received, I will refer back to you

   

  Very kind regards

   

  ** *****

  Customer Relations Teamleder

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew with Brussels Airlines, and my luggage never arrived. A claim was opened in early July 2023, and all requested information and documents were provided in a timely manner. We are over 10 months after the claim was opened, but I still have not received my reimbursement. Case no. *************.

  Business Response

  Date: 05/06/2024

  Dear, 

   

  I thank you for your email and confirm that we have processed a payment on January 16th. 

  Based on your feedback I assume our guest has not yet received this payment. 

  In the meantime I have contacted our accounting department in the ************* in order to receive a proof of payment.

  once received, I will forward the necessary feedback to our guest.

   

  Very kind regards

  ** *****

  Brussels Airlines

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I still have not received anything from Brussels Airlines and my clain was opened since early July 2023.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********** ******** **** ******
  
  
  
  
   
  

  Business Response

  Date: 06/11/2024

  Dear, 

   

  I thank you for getting back to us on above. I have again sent a reminder to our US accounting department in order to receive a confirmation and proof of the payment that has been processed

   

  I thank you very much for your understanding.

   

  very kind regards

   

  An 

  Customer Relations

  Brussels Airlines

   

   

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   

   I still did not receive anything.

   

  ********** ******** **** ******  
  
  
  
   
  

• Initial Complaint

  Date:03/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 23/23, I purchased an advanced seat selection for my wife (*******) at a cost of $45 CAD. Refer to attached receipt.When I checked Manage MY Booking on the Brussels Air app on Sep 16, it shows that ******* had been assigned Seat 25K. It is interesting to note that the seats were in fact included in the original fare and the seat was free even though I had to pay back in February. Refer to attached screenshot from the app.On Sep 20, the assigned seat had been removed not reassigned and I would have to select the seat again. Refer to attached screenshot from the app. On Sep 23, I tried to select ******** already paid for seat again and this time it was a CHARGEABLE seat and would have to pay an additional $50 CAD. On Sep 24 at 18:25, the day before the flight was to take off, I still had to select my seats but when I tried, I was infomed that seat reservation was no longer available and I could only ************* during check-in. Refer to attached screenshot from the app. So, I could no longer ************* that I already paid for and could only select one during check-in when seat selection was FREE. This is what I did when I checked-in online. My phone calls to **************** in ******* were always forwarded to a higher authority but never returned. Case no. *************: Brussels Air (BA) refused to refund the money. Instead, they offered a discounted flight to be used by Dec 2024. I don't live in Europe and do not plan on flying before 2024 so the offer does me no good.

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Brussels Airlines NV regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 04/19/2024

  Hello, we agree to refund the 45CAD. This will be processed as soon as possible. We have informed the passenger. Kind regards.

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The flight was missed due to miss understanding at the airport. We had a child under 1 year that needed to be attended to. I wanted to be rebooked and pay the difference or penalty but the said no. To make matters worse they also said my return flight too was cancelled because i missed the first one. All i was politely asking is to be rebooked again. Thank you.

  Business Response

  Date: 01/23/2024

  Dear Sir or Madam,

  Thank you for your message.

  After checking the claim, it appears that your booking was for Birmingham – Brussels – Entebbe and that the passengers decided not to use the first coupon.
  
  As you can read in our General Conditions of Carriage, the ticket the passengers bought is valid only for the itinerary mentioned on it, from the point of departure, via any intermediate stops, to the final destination.
  
  If one wishes to modify any aspect of their journey, one must contact us beforehand. We will then work out the price of the new itinerary and the passengers have the option of accepting it or staying with the itinerary mentioned on the ticket.
  
  The passengers did not contact us in advance. As their tariff does not allow any changes or refunds, their tickets are unfortunately no longer valid.
  

  We thank you for having contacted us, and remain,

  With kind regards,

  Brussels Airlines Customer Relations BRU

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed case nr ************* on Sep 21, 2023. I received initial response from customer service agent *************************, but have not received any communication since Sep 26 after repeated emails. I have messaged through ******** to no avail. It has now been over 6 weeks.It is one thing to have a customer go through the challenges of having their luggage lost, but the customer service afterwards is an opportunity for the company to "do right" by the customer, and leave them with a positive customer experience, so that they will travel with the airline again.I am extremely disappointed in Brussels Airlines' complete lack of response.-------- Claim # ************* ----------My wife and I checked in our bags for a leisure trip to ****** the morning of Sep 13. Upon arrival in ****** we filed a missing bags report. We only had our briefcases as carry on, all our clothes were in the checked bags. Since we had a formal dinner planned that day we purchased basic clothing and toileteries, as well as night wear. We were told that our bag would arrive the next day. We had a group tour planned that day, for which we purchased clothes. By the end of that day our luggage had still not arrived. The following day we had another tour planned for which we purchased clothes (there was no option to launder the clothes we had worn the previous day). We maid every effort to buy basic clothing and shopped at standard clothing stores like H&M, *************** and Benetton). My trip to ****** was only for 4 days, 3 of which I spent with no luggage. Unfamiliar with the city of ******, we spent over 6 hours of our precious vacation time shopping for clothes. I have filed a claim with receipts totaling ****** EUR.

  Customer Answer

  Date: 12/05/2023

  At this time, I have been contacted directly by Brussels Airlines NV regarding complaint ID ********, however my complaint has NOT been resolved because:

  A customer service agent responded on Nov 23 requesting information to proceed with my case.  I provided the requested information.  I have sent 3 additional emails in the subsequent 10 days and have not received any further communication.

  It has now been over 10 weeks since I filed the request for refund for my lost luggage incident.  Brussels Airlines' follow through and communication has been lackluster and largely absent.   

  I have no other recourse after filing my complaint with both the BBB and the DOT.

  I patiently await the favor of a reply and most importantly resolution to my request for refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

  Business Response

  Date: 12/15/2023

  Dear, 

   

  I kindly would like to inform you that the claim of ****************** is handled under reference: *************

  We have replied to ***************** on November 27th that his banking details were not visible. 

  However I can not confirm these have been duly received, which will enable us to handle and finalize his case. 

   

  We will get back to our guest with a financial compensation offer within the coming days.

  I thank you for your cooperation

   

  kind regards

   

  ** *****

  Brussels Airlines

   

   

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear *************,
  
  I am herewith providing a detailed timeline of my communication with Brussels Airlines Customer Relations.  I hope you will conclude that this falls short of even the minimum expectations I should have as a traveler who was significantly inconvenienced due to delayed luggage.
  
  Sep 21 : Case filed
  Sep 28 : Response from SN that bank details are incorrect no explanation as to which part of the bank information was correct
  
  For the next 8 weeks, I received NO communication from Brussels Airlines:
  Sep 29 Nov 10 : I sent numerous emails requesting clarification on which part of the bank information is missing
  Nov 10 : I filed a complaint with the Department of Transportation (DOT) and Better Business Bureau (BBB).
  Nov 11 Nov 22 : I sent numerous emails inquiring about the status of my case
  
  Nov 23 : Response from Brussels Airlines specifying account information required
  Nov 24 : I sent banking information
  Nov 27 : Response from Brussels Airlines that bank details are still not available
  Nov 27 : I respond stating that the bank information I provided was confirmed by my bank and is correct.  NO response from Brussels Airlines
  
  For the next 2+ weeks, I received NO communication from Brussels Airlines
  Nov 28 Dec 15 : I sent numerous emails and placed 2 calls to Brussels Airlines to get a status on my case.  In both calls the customer service agent referred my case to the customer relations team.  There is no option for me to directly contact or communicate with customer relations.
  
  Dec 15 : ******************************************* responds to BBB
  
  It has now been over 12 weeks since I filed the claim.  In those 12 weeks I have received communication from Brussels Airlines twice, at intervals of 8 weeks and 2 weeks respectively.  There has been no effective way for me to communicate with the customer relations teams, not through email or phone. 
  
  Note : when originally filing my case with SN, I had provided my fathers bank account information in *******, assuming that this would be an easier to settle the claim as the flight originated from *******, and both my father and I are ******* citizens.  However, I live in the ** and only have a bank account in the US.  When I finally received communication from Brussels Airlines on November 23, I provided my US bank account information.
  
  This could have been resolved so much easier if there was clear communication from the Brussels Airlines customer relations agent regarding the incorrect bank information and/or a means to communicate in real time with the customer relations team.   It is really disappointing that it took 12 weeks, and only after filing a complaint with the BBB, that I receive an affirming response. 
  
  I look forward to finally receiving my compensation as *************** states in the response to my BBB complaint.  I welcome the opportunity to speak with someone from Brussels Airlines about my experience.
  
  Sincerely,
  *************************

   

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew with Brussels Airlines.Our suitcase never arrived.We asked for a refund from the company already a year ago, and then we asked again, and the company asked for documents and a bank account, and since then several months have passed and the company does not answer, and does not return anything.Case no. **************

  Customer Answer

  Date: 12/03/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Brussels Airlines NV has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please send me all of my past ticket confirmations & boarding passes from Oct 1, 2017.First name: **;Last name: ***;DOB: Jan 29, 1989;Sex: Male;Passport: E********;Expiration Date: Aug 30, 2026;Please send me the documents to my registered email account at ******************** or via **** mail at **************************************************************************************************************************************.

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Brussels Airlines NV regarding complaint ID ********.
  
  Sincerely,
  
  ******
  

  Business Response

  Date: 12/07/2023

  Dear **********,

  Your BBB ref: ********

  The Better Business Bureau contacted Brussels Airlines regarding your request for past tickets and boarding passes.

  We unfortunately do not have the requested information, and are therefore not able to provide you with them.

  I apologize for this inconvenience.

  Kind regards,

  **** ******** ********* ***** * ******** *********

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******