Brussels Airlines

No refund for cancelled flights. I have been waiting 3+ months. Norwegian refunded me within 7 days, so why can't Brussels Airlines who are owned by one of the biggest airline groups (Lufthansa) in the world?

My round trip flights on Brussels Airlines from New York to Rome (depart on May 5, return on May 18, 2020, reservation # UAQVWY, ticket # 0822187518979) were cancelled by Brussels Airlines due to COVID-19. I filed on their website to request full refund for this involuntary cancellation ticket on April 22, 2020 (complaint reference # 2004-SN-04919). Up till now on August 29, 2020, I still not received the refund yet. They did not even bother to reply my last inquiry e-mail on July 24, 2020.

Please avoid this company, they are not honest.

I have not received a refund for a flight cancelled over 5 months ago. It looks like this site has pages of customers with the same awful experience. Is there any way we can combine our efforts to get refunds for all? I am in the US and don't know how I can legally fight for my money back from here (although I am looking in to it). AND…. I even emailed the CEO….no response from his office either. What a joke.

If I was able to give less than a star I would. Been claiming my refund since March now and up until today they can't even give me the slightest update. Like how is that possible… Just give people their money back for cancelled flights. Bunch of scammers and fraudsters!! I'm so fed up dealing with their 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.

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.

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

Still waiting for my refund from the beginning of April. My other flights also got canceled but I've received all refunds after waiting a month or two. Here is a different story.
No way to contact them via email, it's hidden from the website. I had to call, wait on the line and talk with a person somewhere in India. They didn't even bother asking the booking number or last name, just keep repeating that you need to "wait a little bit". How long is a little bit, Brussel Airlines?

After seeing how badly everything was managed in this crisis situation, I will never choose to fly with this company again.

PS: Please scroll down and read the review from N from Jun 27, 2020

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鈥檚 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.

My flight was cancelled back in December due to technical difficulties with the plane (Toronto to Berlin via Brussels). I had to rebook myself with another airline, get my own hotel for the night etc.

They have still not refunded me for the hotel I had to pay for myself. I think I'm going to pursue this in court.

Just had a rubbish experience with Brussels Airlines. Booked a flight London to Brussels. Two days later 'your flight has been changed', not even that it has been cancelled and no hyperlinks in the email to find out more info on the flight status. Customer service unresponsive, terrible chatbot on the website which couldn't even answer the most basic questions. Absolute maze of a website to find the customer refund form. Stay clear of Brussels Airlines if you can avoid it.

Book a flight 24/june 2020 after 6 hours, I got an email saying the flight is been cancelled. I requested a refund, and was told the account department is processing the refund. Almost 4 weeks I didn't get the refund tried calling its says press 2 for refund once pressed it, it hangs up called several time sometimes it says send an email to customer service. I did no reply. They got your hard earn money and you can't get through to no one. Its a scam and I believe they will blame it on covid 19 and that got nothing to do by pressing a button to refund our money ref number VUGDTW

Neither refund, nor attempt to rebook it now. Last time I tried to call, as soon you select that you have a booking, the system hangs up on you. Unbelievable.

Absolutely poor service. I got my flight canceled and i was obliged to get a voucher (no option to get money back, at that time). In order to use this stupid voucher I HAVE TO GET IN TOUCH WITH THEM. How? Via phone, nobody answers, via FB they are ignoring me and exactly the same happened via their website chat. If I will be able to use this voucher, that will be the last time I will fly with them. Even WIZZ AIR and Ryanair have coped with the COVID situation slightly better.

Terrible Customer Service, no information and no refunds for the cancelled flights! I am waiting for my refund since end of February!!!!

Brussels airlines decided to cancel my flights in March , and over ninety days later, despite numerous emails and the threat of further action against them, theyre still holding on to the money they owe me without any reasonable justification.

I booked my journey in November last year. They cancelled my flight in March 2020 due to COVID. I received an email confirmation that the refund is being processed. Till date no refund. Calling them twenty times waiting time for 45 minutes only to be told they cannot find my booking. I have contacted them vis FB but they delete my post citing security reasons. I contact them via messenger and email and absolutely no progress. My daughter and I- our tickets haven't been refunded . Do not fly them or trust them…

Brussels Airlines has turned into a fraudulent hoax.

Flight cancelled due to Corona.

Overselling rebooking and link to refund is only found when searching hard in email.

LINK FOR REFUND NOT WORKING
When going through the procedure of refund it doesn't work like so many report not only here but also on other language versions of trustpilot. Booking is simply not accessible.

PHONE AND CHAT NEVER ANSWERED
They are referring to cancellation via chat, social media or phone. Chat is never answered by agent (tried several times and waited for a very long time on each occasion), phone is never answered (sat on hold at all times for up to 30 minutes, never an answer).

SOCIAL MEDIA NOT WORKING FOR REFUND
Social media channels auto-replies as soon as you write the word refund in a message. You get a standard answer saying that your request cannot be processed and you are referred back to the initial refund-link that doesn't work.

Nowhere are there any email addresses for refund and I also see a ton of people stating that they tried and it doesn't work.

Brussels Airlines deserves to be reported to the FOD and someone should also file a police report for fraudulent behaviour. This is not okay no matter the situation!

Brussels Airlines are deliberately trying to tire people by having them go through a never ending loop as to avoid facing COVID-19 related refunds.

Had issues with other airline companies and online booking portals. But this here with Brussels Airlines simply beats everything. It is really nasty and they should be called out in the media for their disgusting practices. They are by law required to offer refunds when they cancel.

Worst company ever! They will steal your money and won鈥檛 refund you. Their customer service is the worst ever!!!

Fraudulent unreliable company.

We book 1 year in advance a flight to Rome 13/07/2020, Brussels Airlines cancels our "to Rome" flight 1 month in advance and sends us an email giving us "5 DAYS" to accept a new flight "to Rome" one day later. Since we didn't reply the email in time Brussels airlines just decides to cancel our flight without garanteeing giving any other option. We get this confirmed a couple of days later in another email that our whole flight is made invalid.

The phone helpdesk is of course not reachable (as probably hundreds of other customers experience the same) and emails are not replied to as they say they are too busy with their facebook and twitter account.

Utterly appalling customer service, waiting almost 3 months for a refund for a canceled flight, no indication of when I will be refunded. No updated communications from them either.

Brussels airlines cancelled my flight and no one is willing to reply to my requests. I trief everything (chat, call, mail) to get a refund, but no reaction, only automatic responses that didn鈥榯 help. No further assistance. Definitely my last booking with this airline and the whole Star Alliance as Lufthansa reacts the same!

I wanted to leave a review from an experience in March 2020 (EBB-CPH).

The conclusion first. I am not too happy with Brussels anymore because of their terrible communication and very understaffed customer service combined with a rather condescending attitude towards customers.

My family member's first flight was canceled the day after she bought the ticket and she rebooked to another flight a day earlier. Then the new flight's second leg was canceled but they only told us on arrival at Entebbe Airport a few hours before departure! No option to rebook and no help whatsoever on what to do. Crucially, no information was given about what boarding would result in. Customer service didn't answer the phone (we gave up after an hour) and since getting stuck in Uganda was not an option, boarding was the only possibility.

The whole time I tried calling them from Denmark and almost two hours after departure they finally answered the phone. At first, they didn't want to help "since she had decided to board the plane" but after explaining that no information was given by their own staff and that they just told us to call customer service (with no answer!) the guy was reasonable and asked the manager if anything could be done. The second part of the trip was then rebooked.

If it hadn't been for the coronavirus-situation I would have given just one star but at least the problem was solved. She had to wait for 13 hours in Brussels but she got to the destination eventually.

Still, two hours in a telephone queue is never acceptable, especially when the staff on the ground don't want to answer the relevant questions.

Customer service is terrible.
Refusing to refund cancelled flights.

Requested a refund straight after my flight was cancelled in March. Still waiting for a refund in June. No date given. Useless customer service. Considering taking them to court.