I recently had an awful experience flying with Brussels Airlines. Even though we checked in online, all four of my children were seated away from their parents. When we asked the staff for help rearranging our seats, instead of showing any understanding or empathy, five members of staff started arguing with us, completely unacceptable.In particular, Melanie and her supervisor Gregory were extremely rude and unhelpful. Melanie was scanning other passengers’ tickets but refused to scan mine, insisting I do it myself. She was dismissive from the start and made the whole situation unnecessarily stressful.We had two pieces of hand luggage booked with our tickets, yet she refused to cooperate and even took away our pushchair, which was cabin-sized and should have been allowed as hand luggage. When I tried to explain that I was traveling alone with four young children, I was met with no empathy at all. Instead, she said, “tough, get another flight.”That level of rudeness and lack of compassion is unacceptable, especially towards a parent traveling with small children. Staff like Melanie clearly need urgent retraining on how to deal with customers professionally and respectfully.This experience has completely ruined my impression of Brussels Airlines. Their customer service was disgusting, unhelpful, and lacking in basic human decency. I hope that both Melanie and Gregory are spoken to and given further training.
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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.