Brussels Airlines, Belgium’s national flag carrier and a member of the Star Alliance network, has long sparked polarizing discussions among travelers. With mixed online reviews and emotionally charged anecdotes dominating the conversation, one might ask: Does Brussels Airlines really suck? Or is it simply a victim of the internet’s tendency to amplify negativity?
Understanding the Source of the Controversy
The primary concern among potential passengers stems from online forums, particularly Reddit’s r/belgium, where a user questioned whether Brussels Airlines is truly as bad as reviews suggest. The community responded with a torrent of feedback—ranging from glowing praise to cautionary tales. Yet, a consistent theme emerged: most experiences are unremarkably fine.
Many contributors emphasized that people typically write reviews only when something goes exceptionally wrong or exceptionally well. As one user aptly put it, “Most people don’t write reviews when everything goes as planned.” That sentiment frames much of the discussion around Brussels Airlines and helps explain its uneven online reputation.
The Quiet Majority: Positive Flying Experiences
The overwhelming majority of users shared positive or neutral experiences with Brussels Airlines, many of whom are seasoned flyers.
Passengers often describe Brussels Airlines as:
- Reliable for short-haul European flights
- Friendly and professional in terms of cabin crew demeanor
- Competitive in pricing, especially when luggage is included
- Surprisingly comfortable, with some noting better legroom (76–81 cm) than budget carriers
Frequent flyers highlighted repeated smooth trips to destinations like Rome, Milan, Nice, and various African cities. One honeymoon couple even received complimentary champagne onboard—a gesture that points to occasional personalized service.
Comments like “They’re one of the best I’ve flown with” or “I fly with them weekly—never had issues” reinforce the perception that for the average, issue-free flight, Brussels Airlines performs well, if not exceptionally.
When Things Go Wrong: Customer Service Weaknesses
Despite the broadly positive baseline, Brussels Airlines reveals its Achilles’ heel during disruptions or customer service escalations.
Several travelers shared horror stories involving:
- Name misspellings on tickets that led to denied boarding and no refunds
- Lost luggage followed by months of unresolved compensation claims
- Cancelled flights due to strikes, where assistance was either exemplary or abysmal—seemingly depending on luck
One user recounted being stranded after a strike. Although legally entitled to hotel and transport reimbursement, Brussels Airlines’ customer service didn’t believe them and hung up repeatedly. Only after filing an official complaint did they receive an apology and reimbursement.
Contrast that with another passenger’s report of excellent treatment during a similar strike: a free hotel stay, full meals, and rebooking the next day. Such wildly inconsistent outcomes highlight the lack of customer service standardization.
Operational and Onboard Realities
A recurring criticism involves the airline’s cost-cutting measures, which passengers increasingly notice:
- Buy-on-board catering, including no complimentary water
- Extra fees for checked luggage, although carry-ons are often tolerated leniently
- Inability to use frequent flyer miles for onboard purchases
- Gate assignments that are frequently distant from terminal exits, even at Brussels Airport (BRU), their main hub
This has led some to label the carrier as “Ryanair in disguise”, particularly for short-haul routes, despite pricing and branding that suggest a full-service experience.
Punctuality and Performance: Mixed Metrics
Data and user reports show mixed punctuality performance:
- Ryanair, surprisingly, performs better in terms of on-time arrivals and fewer cancellations, according to some contributors.
- However, Brussels Airlines seems more flexible and accommodating when it comes to passenger baggage and check-in logistics, especially for African routes where extra baggage and lengthy discussions at counters are common.
These operational nuances hint at a business model straddling legacy airline professionalism and budget airline pragmatism, often to mixed effect.
Perception vs Reality: A Branding Problem?
One contributor highlighted that Brussels Airlines was named the best all-round airline in a 2023 Infinite Flight community ranking. While not as authoritative as Skytrax, this recognition reflects that some frequent flyers and aviation enthusiasts hold the airline in high regard.
Nonetheless, branding misalignment remains a problem. When passengers expect Lufthansa-level service (as part of the Star Alliance family) and instead receive Ryanair-level frugality, the disappointment gap fuels negative reviews.
Passengers expecting high-end service find:
- No complimentary drinks
- Limited in-flight entertainment on short-haul flights
- Minimal legroom for taller travelers
Still, those who adjust expectations to match budget-conscious European travel often report satisfaction with their experience.
Airport Environment: The Brussels Factor
Zaventem Airport (BRU), Brussels Airlines’ home base, also contributes to the airline’s perceived shortcomings. Users cite frequent strikes, long security lines, and chaotic gate logistics. While not BA’s fault directly, the poor airport experience often spills over into the brand’s perception.
One flyer commented, “Zaventem is a terrible airport though. Way too many strikes and delays compared to others.” Others emphasized the disconnect between BA’s in-flight performance and on-ground dysfunctions.
Price vs. Experience: Is It Worth the Trade-Off?
Many travelers chose Brussels Airlines because of the price-to-service ratio. While not as cheap as Ryanair or Wizz Air, Brussels Airlines often includes luggage, flies into main airports (not distant budget terminals), and offers greater comfort.
One frequent traveler noted:
“They’re often cheaper than Ryanair when you factor in luggage, and you get far better service.”
Yet others argued that when problems do occur, the lack of responsive customer support wipes out any cost advantage. In these cases, the burden falls entirely on the passenger to fight for compensation or rebooking—sometimes over months.
Frequent Flyer Insights: A Mixed Verdict
Some of the most detailed feedback came from frequent flyers logging 50–100 flights per year. These travelers typically gave Brussels Airlines a 7/10 rating, calling it “above average” and “a safe bet when flying out of Belgium.”
Others, however, warned about post-COVID service declines and increased corporate pressure from Lufthansa Group, which they believe is pushing Brussels Airlines toward low-cost operating models.
One long-time flyer summarized:
“Used to be better. Now moving toward budget experience, but still better than Ryanair. Wouldn’t hesitate to use them, just don’t expect luxury.”
Conclusion: So, Does Brussels Airlines Really Suck?
No, Brussels Airlines doesn’t suck. But it’s not amazing either. It exists in the vast middle ground of air travel: reliably average, occasionally excellent, and frustratingly inconsistent in moments of crisis.
Travelers looking for affordable, no-frills flying with solid service will find Brussels Airlines a reasonable choice—especially for direct flights from Brussels. But those who place a premium on customer service, complimentary amenities, or smooth crisis handling might want to tread carefully or prepare for additional effort post-trip.
Ultimately, Brussels Airlines performs well as long as nothing goes wrong. And if it does? Be ready to document, escalate, and persist. That’s not unique to Brussels Airlines—it’s a reality of modern aviation.
