Brussels Airlines Customer Service Issues

I am unable to make it to Brussels for the second part of my journey to Monrovia. I just found out that Brussels Airlines has altered the departure location to Frankfurt. Brussels Airlines assured me that I am still booked on the Frankfurt to Monrovia flight, but United has not been able to verify this. My original departure from DFW is scheduled for tomorrow, and I am now unsure whether I should proceed to Frankfurt on 4/2/16 or not.

My son's luggage went missing on the way from Tucson, AZ, USA to Monrovia, Liberia. We have been informed that it will arrive in Monrovia in a couple of days based on our claim number: ROBSM [redacted]. Unfortunately, my son had to leave for Tapeta, Liberia for a scheduled mission to help build a water plant for communities in need, and he's now without clothes, medications for malaria prevention, and even his contact lenses which were in the missing bag. I am wondering if his bag will be delivered to Tapeta, and I, as his father, would like to be the contact person in the US as it's challenging to reach him in the small village. Please reach out to me, Gustavo Andrade, at [redacted] or via email at [redacted] as this is extremely urgent. Thank you.

I need to cancel my Brussels Airlines flight from Brussels to Zagreb on 25.7.[redacted]. Booking reference: QFUUD8 Ticket number: [redacted][redacted] I tried to cancel it on the website, but I received a message instructing me to contact customer service. Unfortunately, I can't reach them by phone. Contact information: Mojca Rihtar Email: [redacted] Mobile: +[redacted]8 I hope GetHuman can assist me with this issue. Sincerely, Mojca Rihtar

I flew back from Prague to IAD on October 9, [redacted], on Brussels Airlines. The flight stopped in Brussels, where we changed planes to United Airlines to continue to IAD. The Prague flight was at 6:50 am and the Brussels flight around 10:50 am. We arrived at IAD by 1:00 PM. After a week trip to Gatlinburg, TN on October 12, we returned to put things away and noticed a missing garnet ring. It was kept in a small jewelry box we had in Prague. Despite searching all our bags, suitcases, and handbags, the ring couldn't be found, possibly having fallen out. Unfortunately, we don't have the flight numbers or locator, and we're inquiring if the ring was turned in to Brussels Airlines. Please inform us if it has been found. David C. Dietz, born October 15, [redacted] Jeannie O. Dietz, born February 17, [redacted]

I am inquiring about the possibility of making a modification to a flight booking due to medical reasons. Mr. P.P. purchased travel to Monrovia, Liberia for Dec. 4, [redacted]. However, after undergoing brain surgery on Sept. 9, [redacted], advised against international travel during recovery. A doctor's report is available upon request. Is it feasible to change the passenger name to P.P.'s son, N.P., to accompany his mother? The booking reference is NY2TUM. P.P. has previously traveled with your company on mission trips. He leads Clean Water Ministry, providing water filters in Liberia. The December trip with his wife aims to assess and expand their work. N.P.'s information for the ticket change: Nathan David Pyykkonen, born Oct. 2, [redacted] in Minnesota, USA, passport number [redacted]62 issued on Aug. 23, [redacted], valid until Aug. 22, [redacted]. Any assistance on this matter would be appreciated. Thank you. - C.W., Travel Counselor at Horizon Travel and Cruises, Inc. in Rochester, MN. Former AAA travel agent with 20 years of experience. Email: [redacted].

I am concerned about an individual named Heather Webster working at your company. It is important to address the situation where my father was swindled out of $15,[redacted]. Having an individual engage in such dishonest behavior can greatly impact your airline's reputation. It is crucial to either have Heather Webster repay the amount she took or terminate her employment to maintain the integrity of Brussels Airlines. Employing someone who deceives hardworking individuals is unacceptable. I urge you to rectify this situation promptly to avoid any negative consequences from authorities like the FBI and Interpol. Protecting your reputation as a reputable airline is essential. Thank you for your attention to this matter. Sincerely, Frederick S. and Family.

I am flying from EBB, Uganda to MSP, Minnesota. My flight scheduled for July 3rd at 11:23 pm was cancelled due to mechanical problems with flight SN465 [redacted] RCJLOW. We were informed of a 24-hour delay and promised compensation. However, when rebooking, only my flight to ORD was considered, not my onward connection to MSP. I need assistance connecting from ORD to MSP as the new booking for July 6th does not include this. I cannot be stranded at O'HARE AIRPORT when I need to reach MSP. Please find a connection flight for me to MSP from O'Hare Airport. The new booking details are SN1465 at 22:00 and SN8803 at 11:00 with ticket number [redacted][redacted]. I need to reach home, MSP, and resolve this situation as soon as possible.

I made a booking for a family trip from USA to London Heathrow on August 16th for USD [redacted].71 through lastminute.com. Unfortunately, my family was not allowed to board the flight because one traveler had a USA green card and a non-USA passport, which the airline claimed required a visa for a layover in Brussels. After verifying with immigration, the embassy, and the visa office, it was confirmed that no visa was needed as she was in transit. However, the airline refused to split the tickets, leading to the denial of boarding. I have sought a refund from the airline, but they redirected me to lastminute.com, who in turn advised me to contact the airline for a refund. I ended up purchasing new tickets for my family to return to the USA via Brussels for USD [redacted].89. Surprisingly, the new airline did not question their documents or require additional paperwork. This travel issue has caused significant delays and resulted in my mother-in-law losing her job due to the extended absence. It's perplexing why the staff in Brussels made things difficult despite the valid documents presented.

Subject: Lost Baggage Incident (Ref. BRSSN11947) Dear Sir/Madam, I am writing regarding the mishandling of my baggage during the Brussels-Bristol connection on September 25th (flight numbers SN2824, SN2057). My baggage, crucial for my film's UK premiere at the Encounters Film Festival on the 26th, was not delivered to Radisson Hotel until a day and a half later, causing significant inconvenience. The delay led to unexpected expenses as I had to purchase warm clothes, evening attire, and toiletries for the premiere. Arriving a day before our screening to prepare was part of my plan, but the situation disrupted my schedule entirely. Communication with the airline lacked consistency, leaving me unsure of when to expect my belongings. After consulting the production company financing my UK visit, we are requesting a £[redacted] compensation for the incurred expenses and the numerous inconveniences faced during a critical time. Sincerely, Dorka Vermes

I recently booked a flight to Accra, Ghana via Brussels with ticket number [redacted][redacted]. Unfortunately, on the day of my flight, the United Airlines service from Cincinnati to IAD was delayed. Upon arrival at the Brussels airport, I encountered rude agents who lacked professionalism. They were unhelpful and didn't make an effort to assist me in arranging for the next flight. Consequently, I had to rebook with a different airline to reach Accra. This incident occurred on July 15, [redacted]. I am seeking a refund for the inconvenience I experienced.

Hello, I recently reserved a spot in the airplane's cargo hold for my cat by paying [redacted] EUR. After speaking to a representative and their supervisor, I discovered an option for a larger kennel that would suit my big cat better, but I was informed that I would need to pay an additional [redacted] EUR to make the change. The staff mentioned the size of the original kennel but failed to inform me about other suitable options. It was challenging to communicate due to language barriers. I felt frustrated and found the customer service experience to be subpar.

I had an unpleasant experience with your airline on 9th December [redacted]. I traveled from Vienna to Brussels (flight SN2906) and then from Brussels to Lyon (flight SN3593). When I arrived in Lyon, my luggage (LYSSN36616) was missing, and despite immediate reporting, it was not handled properly by the luggage company. I only received my luggage on Saturday, 14th December, five days after arriving in Lyon. As I was on an internship in Cavilam, Vichy, being without my clothes during that time was extremely frustrating.

Hello Kelly, We followed our tickets for BA at the BA counter. Could you please provide the name and email of the Manager of the relevant Department for direct communication? This will help ensure our concerns are properly addressed. I appreciate your assistance. Thank you, JF --- Dear Mr. Ferguson, Thank you for your continued communication. Upon reexamination, we acknowledge the difference in baggage fees due to the use of another airline for your return flight, Czech Airlines in this case. Most airlines follow the baggage rules of the first carrier on the ticket, which was Czech Airlines in this instance. I regret to hear about the service issue at Prague airport, and will forward your feedback to the appropriate department for improvement. Warm regards, Kelly Stevens Customer Relations Agent | Customer Relations --- Hello Kelly, I remain unsatisfied as our baggage adhered to weight limits. The discrepancy in charges between Toronto and Prague, as well as the inconvenience of paying at a separate location in Prague, are unresolved matters. Your responses have not addressed these concerns. It is crucial for me to contact the Manager of the involved department for further discussion. Your attention to this is much appreciated. Thank you, John Ferguson

Booking Reference J34APS for a flight from BHX to Lisbon, Portugal. I had to cancel my booking due to COVID-19 travel restrictions. Unable to reschedule due to uncertain commitments, I incurred a penalty of approximately GBP126 for cancelling. I would have preferred a credit voucher for future use, but this was not an option on the website. The only choices provided were to change travel dates or cancel the reservation. I am frustrated that Brussels Airlines charged such a high penalty when they have a Flex Policy in place for situations affected by the virus.

I received the following email regarding changes to my flight booking. I need to cancel this flight due to recent travel restrictions affecting US travelers in Europe. Please reach me at [redacted] or +1[redacted]. Dear Guest, There have been adjustments made to your flight itinerary due to the impacts of Covid-19. Your original flight SN3208 from Venice to Brussels on September 24th has been cancelled. A new flight SN3202 on the same day has been proposed with different departure and arrival times. Please respond to the email by July 21st with your decision. If no response is received by the deadline, the new flight will also be removed from your booking. Kindly contact your travel agency or Brussels Airlines for alternative solutions if needed. Additional emails may follow regarding changes to other flights in your booking. It's crucial to respond to each communication promptly. For further details and to review your booking, visit brusselsairlines.com. Feel free to reach out to our Service Centre if you have directly booked with Brussels Airlines. For bookings made through a travel agency, please contact your agent. We regret any inconvenience and appreciate your understanding during this challenging period. Thank you for choosing Brussels Airlines. Best regards, Your Brussels Airlines Team

I have been waiting for months for the refund of my flight from Brussels Airlines that was canceled twice, but I have not received any refund yet. Please find below my email to Brussels Airlines and their response. I have also tried calling multiple times with no success. Can you do something about this? Regards, Ivo Evers Booking reference: RHQ2UH Hello, I have been waiting patiently for the refund of €[redacted].02, as I have waited long enough... since March [redacted]... Booking reference: RHQ2UH Looking forward to your response. Regards, Ivo Evers-Cécile Francken Grotesteenweg [redacted] Berchem

I am a travel agent who purchased a ticket for my client, named [Friday John Ebhuoria], with reference number NPLF9L and ticket number [redacted][redacted] from Brussels Airlines. When he arrived at the airport last Saturday to board the flight, he was informed that a coronavirus certificate was required. Even though he had a Nigerian certificate, it was deemed unacceptable, and he was instructed to get one from Cotonou Airport. He then met a woman who assisted in canceling the flight. An email regarding the cancellation was supposed to be sent to my email at [redacted], but I have not received any message. After contacting the airline, a representative rescheduled the flight for the 26th of this month, with a mention of potential charges for the rebooking. I agreed to it, but I am yet to receive a confirmation message in my email. I kindly request to reschedule the flight for the next available date. Thank you. Oris Travel and Tour Ltd.

I am a travel agent who purchased a ticket for my client, named [Friday John Ebhuoria], with reference number NPLF9L and ticket number [redacted][redacted] from Brussels Airlines. When he arrived at the airport last Saturday to board the flight, he was notified that he needed a coronavirus certificate, which he had from Nigeria, but was told it was not accepted. He was advised to get one from Cotonou Airport. A woman there assisted him in canceling the flight for rebooking. An email confirmation was supposed to be sent to my email address at [redacted], but I have not received any notification yet. I contacted the airline, and a representative informed me that the flight was rescheduled for the 26th of this month, with possible additional charges. However, I have not received any confirmation email despite the reassurance. I kindly request the flight to be rescheduled for the next available date. Thank you. Oris Travel and Tour Ltd.

Last year, on September 12, [redacted], I purchased a ticket with booking reference NPLF9L and ticket number [redacted][redacted] for Mr. Friday Ebhuoria John. When he arrived at the airport to board his flight, he was informed that his Italian resident permit had expired and needed to be renewed at the Italian embassy for a visa. I have since assisted him in obtaining the visa, but he has evaded paying my agency fees and absconded with his passport. I suspect he may have approached another agent to reschedule the ticket. Kindly freeze the ticket until the agency fees are settled. I have financed all the processes myself, and the ticket has been rescheduled multiple times at my expense. Thank you for your assistance and understanding. You may reach me at [redacted] or through my Facebook account linked to the ticket purchase and processing. Thank you for your cooperation. - Oris Travel & Tour Ltd.

Hello, I made a reservation through GO VOYAGE for a flight with your company, Brussels Airlines SN [redacted], booking reference TXKFAR. Unfortunately, this flight was canceled due to COVID. I am currently waiting for a refund from GO VOYAGE, who has informed me that your company has not processed the reimbursement for this canceled flight. Could you please confirm this information or provide details of the refund transaction? I appreciate your attention to this matter. Kind regards