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.