Review Time
I'm writing to express my extreme disappointment with my recent flight SN 0369 from Douala to Brussels via Yaounde.
As a Business Class passenger, the experience was marred by a fellow passenger's health condition, which made the cabin smell like a filthy bathroom. The crew's attempt to mitigate the issue with deodorant was insufficient.
As a paying customer, I expect a certain level of hygiene and comfort. It's unacceptable that a health condition can compromise the experience of others. I urge SN Brussels to develop strategies to address such situations, prioritizing passenger dignity and comfort.
Flight details: SN 0369, Douala to Brussels, 2/23/26, Business Class.
I hope you'll address this issue to prevent future occurrences.
Best regards,
Pat
Extremely unsatisfactory airline experience. 1. Our hand luggage was taken and placed in the baggage hold, despite the flight not being full and available space in the overhead compartments occupied by only coats and small bags. 2. We waited nearly 25 minutes for our luggage after landing. This delay caused our taxi to leave, resulting in a loss of €105 for the trip. We then had to wait almost 50 minutes for the next train. Consequently, our journey from the airport to our destination took over 2 hours.
The airline service was incredibly disappointing. 1. Our hand luggage was checked into the baggage hold despite the flight not being full and having available space in the overhead compartments. 2. We waited nearly 25 minutes for our luggage after landing. This delay caused us to miss our taxi, resulting in a loss of €105 for the trip. Additionally, we had to wait almost 50 minutes for the next train, making our journey from the airport to our destination take over 2 hours.
My experience with this airline was extremely disappointing from start to finish. The airport staff were disorganized, unhelpful, and often rude—many passengers around me expressed similar frustrations. Check-in was chaotic with no clear guidance, and the boarding process was poorly managed. The flight itself didn’t improve the situation: uncomfortable seats, outdated aircraft, and a tense atmosphere due to all the earlier issues. Overall, an extremely bad experience. I won’t be flying with them again and wouldn’t recommend it to anyone.
My experience with the airline? Don't waste your time booking a ticket. Combined with the experience at the airport, the entire journey turned into a nightmare. This airline has proven to be one of the most inconsistent and disorganized I've ever encountered. They constantly cancel and rebook flights—conveniently for them, never for the passenger. You can pay extra for reserved seats or more legroom and still end up placed elsewhere. For a long-haul flight, we paid extra for two-seat aisle options with more legroom only to have none of it honored. The onboard experience wasn't much better; while some staff were polite, others were quite rude. Even asking for a drink felt like begging. Then, a rude agent informed us they had overbooked the flight, implying we should just accept losing what we paid for. We were promised a written note for a refund, but none ever arrived. It's clear that passengers are treated as mere sources of revenue. They haven't responded to any follow-ups, and realistically, they won't. My conclusion: this airline is unreliable and dismissive of the very customers that sustain them. Save yourself the trouble—don’t book with them!
If I could rate lower, I certainly would. This is the worst airline. Flights were delayed because of weighing luggage at the gate, forcing people to check in bags for being slightly overweight. On a connecting flight, we were made to check in our luggage due to a lack of cabin space, even though there was plenty of room. I will never fly with them again.
It's time to earn back customer trust: what a poor experience, never again. They are frequently delayed. The cabin crew was anything but polite and customer-friendly. The prices are unreasonably high. There is no difference between this airline and any low-cost carrier.
I would rate this below a 1. My flight to Munich was delayed, and despite that, boarding took forever on an empty plane. We waited on the bridge for another 20 minutes for a new crew. As a result, I missed my connection to the US, incurring costs for hotel, taxi, and dinner in Munich. They showed no concern for passengers. The crew spent their time chatting instead of assisting those with connections. I will avoid this airline as much as possible.
The airline displayed utter incompetence. They processed my payment during an online booking but never issued the tickets. Despite numerous calls and emails, the support team took no action. Three weeks later, my payment still hasn't been released, forcing me to purchase tickets at a 20% higher price.
I had a terrible experience; I was forced to check in my small luggage at the gate, which could have fit in the cabin. My luggage was damaged (holes in the hard shell, broken zipper, bent handle) after being mishandled. I reported the suitcase as broken on their poor touchscreen system at the airport (very frustrating). They required proof that the suitcase was not repairable within just 7 days! I was directed to an evaluator who determined that my suitcase, which was only a year old and had seen minimal use, was worth less than half its original price. They offered a voucher for their store, which didn’t carry my suitcase's brand. I sent my claim back for a cash reimbursement, which they said would take 30 DAYS! When I called for updates, I was told there was no number for active claims and I should contact them via email, which takes much longer for a response! Overall, a terrible company with awful customer service—consider choosing a different airline.
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As Belgium’s national airline, Brussels Airlines was founded in 2002 and has its base at Brussels Airport. The airline operates flights to Europe, Africa and North America and is one of the hub airlines of the Lufthansa Group.
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