SN Brussels Airlines

I travelled with my son from Bristol to Abidjan back in July and I am still battling with SN Brussels. All in all I put 7 complaints online , I only received auto replied email, I called several times. I am assured that they are dealing with the issues but nothing was done. I started recording the conversation with the customer service and I decided to take legal action , only then in february I received an email.

Complaint one the name changing.

I am visually impaired , I can't see on the right and I made a spelling mistake on my son's name Reuen instead of Reuben. I contacted customer service and I explained the issue, I was asked to pay 30 euros. I wanted to think about it. I received threatening message telling me I would be denied boarding. I called again I was told everything was changed but I did not received any mail confirmation. I contacted customer service again no recall of my previous conversation. Eventually I received the confirmation with a new ticket. So it cost 30 euros however nothing was changed on the system. The boarding card and the passenger list still have the spelling mistake. I paid for a service that I did not receive. I demand a refund of the 30 euros. ( The customer service in February assured me that it was change even though it was not when I arrived at the airport)

Complaint two the family package

I subscribed to a family package as I was with my one year old. The email stipulated support however at the airport in Bristol I was denied early boarding , in Brussels there were 2 flights of stairs with no lift and nobody to help, somebody there felt sorry for me and helped me carrying the pram. In the second flight Brussels to Abidjan there was no meal for my son. My milk was confiscated at the Bristol airport so I had nothing for the length of the journey 11 hours. Then, in Ivory coast I did not have my pram at the steps of the plane . On the way back from Abidjan to Brussels there was a meal for my son but it was an adult one.

Complaint 3 the customer service,

I wrote a complaint with the customer relations email address on August the 21st, I received 2 confirmations of auto reply but nothing was done. I contacted the company over the phone and I was told you did not have a customer relations any more , despite receiving a confirmation email from this address!!!! . I put 7 new complaints on line and on the phone and nothing .

After taking legal action I was offered 30 then 50 £ then 15% on my next flight. The lack of respect o the customer is shocking

Never never fly this airlines if you want your baggage to arrive with you. Do not understand how they are a member of star alliance

Went to Hamburg for the weekend with connections out of Brussels, delayed going out was told on the plane that ground staff would be available at the terminal to get me to my connection flight total rubbish, I am in my mid 50's had to run from one side of the airport to another up 3 flights of stairs to connect it nearly killed me asked for water on the plane to be told I had to wait till we had taken off! On the return we were again delayed had hand luggage that they took off us and put in the hold had to wait for ground staff to get it off we actually were met by ground staff who said they would try to get our plane wait for us this just didn't happen and we had to wait another 5 hrs to fly home to Birmingham. The organisation is a shambles don't think of using the airline I certainly will never use them again!!

This is the worst airline we have had the misfortune to travel with. Our flight out was delayed and we missed our connecting flight. We were booked onto another flight but our luggage got lost and was not returned to me for several days.

On our flight home, the flight was cancelled an hour before departure, we were rebooked to another flight to a different city with a bus ride and yet again our luggage never turned up. We struggled to get any help with obtaining our luggage and my husband spent hours on the phone trying to locate it.

I will never use this airline again and I will ensure I inform others of how poor this airline is. Make sure you ask for a copy of your customer rights when you have to deal with customer services to ensure you claim the correct level of compensation. I have submitted a request for compensation I am still waiting to hear about this.

We were in the waiting area, our boarding passes in hand when we learned that our Brussels Airline flight had been cancelled. After a long trek to the counter we were told that our alternative was a flight to another city and a bus ride from there to our destination. No choice, no explanations. We arrived at our final destination 5 hours late and greatly inconvenienced for the rest of our trip. I wrote to the airlines but received no reply.

Needless to say, I DO NOT recommend Brussels Airlines!

I fly from Manchester to Brusells ever other week and there are always delays or they just cancel the flight. They say technical problems. VERY SIMPLY THEY JUST DO NOT CARE. I have not her other choivce of airline as they have a monopoly on this route. THEY DO NOT DESERVE TO BE IN BUSINESS - THE WAY THEY TREAT PEOPLE IS DISGRACEFUL.

My advice if you can use any other airline even if it costs more (which is unlikely) use an alternative.

Geoff Liberman

After having 2 out of 2 flights to Malaga from Heathrow delayed by over 1.5 hours (connection in Brussels), our luggage was lost. The airline "could not locate" it. We were given contact numbers that didn't exist, and were sent on a wild goose chase as all parties involved blamed each other and said they had no responsibility. On day 4 of our 5 day holiday, our luggage was returned (4 hours after the time we were told- thanks or making us hang out in our hotel all day). No one contacted us and we were given generic responses on facebook. Imagine your entire holiday without underwear, clean clothes, toiletries, etc. We were told we would be compensated but , lo and behold, and have heard back rom the compensation department we sent our claims to. Worst customer service ever. Just go look at the complaints on the facebook page (be quick though- complaints seem to mysteriously disappear from their page...)

My friend flew with Brussels Air eight days ago. Since then, I have never seen such rudeness and incompetence from an airline. They have no idea where the bag is, we have called every day, visited the local airport desk, SEARCHED the lost bag rooms ourselves, sent emails, etc. Everytime we call, we are either told that they can't help, or to send another email, or they simple HUNG UP. They also refuse to transfer us to any supervisors. I am beyond disgusted. NEVER FLY BRUSSELS AIR.

Had a flight booked from Hamburg to London with a stopover in Brussels. The flight from Ham to Bru was delayed by 10mins which in return meant that staff denied my boarding as I would have missed my connecting flight - even though I would have had still 40mins to connect.

Back a the ticketing desk one lady was working for Brussels airlines as part of a 3rd party handling agent who seemed very badly trained in all aspects. There were 6 f us and she simply was overwhelmed. Rebooking flights and finding a hotel took well over 2 hrs while in the meantime other direct flights could have been found. Due to her slowness many of us had to stay in Hamburg. First time with Brussels Airlines - never again. Only good news was that I was booked on a direct Germanwings flight after I made it clear not flying with them again.

I have no idea how many times I have taken a SN flight from Kinshasa to Brussels, simply because I have no other choice. This particular journey is a helluva nightmare. I have no idea why you neglect this flight. Are the people flying back and forth from Africa not worth the effort so you give us worthless aircrafts that can’t even take off without doing a 3 hour cruising session just to make sure the plane doesn’t blow up before we take off? I am sick of it. for the amount we PAY to take this flight you would think that we could at least be granted a semi decent plane! MAKE A FREAKIN CHANGE! your headrests are a freaking nightmare. Do you do this intentionally? to make us as uncomfortable as possible? I have no idea how many times I have promised myself to never ever again take SN from Kin to Brussels, but then again, it is the only choice I really have. I hate this flight. It is a nightmare from start to end. Just two days ago you had to land in Luanda because of some difficulties, surprise surprise, and your passengers were stranded in Luanda for hours. You should be embarrassed. God knows I’m embarrassed for you.