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Initial Complaint
08/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Good afternoon dear all,This is to bring to your urgent attention that we traveled from ****, ***, on August 24th, 2024, arriving in Brussels via flight SN516 on Sunday morning.We continued our journey to ******* on flight *****, arriving at 5:30 PM the same day. Despite multiple follow-ups, our luggage has not yet been delivered. The details are as follows:** **** ******** **** ******** **** ******** **** ******. We have already submitted a Property Irregularity Report (PIR) at *********** under the references: ********** and **********.Our luggage was last tracked at Brussels Airport on Sunday morning. We have demanded that our baggage be located and sent to us immediately.The contents of these bags hold significant personal and emotional value, which cannot be quantified or compensated by monetary or insurance means.
Business response
09/10/2024
Dear,

we have been in contact with our guest already via email in case ************* and have informed our guest that the bag has been handed over for delivery.
this email was sent on September 2ND
The Wt file has been closed in the meantime

**** ********* * ********** **** **** * ******* ****** ** **** * * ******** **** * **************** ******* **** * ********** ***** ******* **** * **************** ******* **** * ********** *****

In case further assistance is needed, please do not hesitate to get back in contact with us.

Very kind regards

** *****
Brussels Airlines
Initial Complaint
07/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Lost luggage on trip to ****** for non profit volunteering. ******* was full of donated supplies to help teach English. 7 days and number given to call was international that cost $3 a minute. Tried calling customer service which was a free number and they said it wasnt their department and could not help. I paid to call baggage number $168 and they never answered for 2 hours. I tried text chat and they cut me off. Luggage still not arrived and its been 7 days.
Business response
08/20/2024
Dear,

I thank you for contacting us.
In order to reply to you can you please provide me with the case reference number of the claim our guest has logged?
I am not able to retrieve a case on name of Kobernat nor with the given mailing address.
Once this info has been received, I will refer back to you

Very kind regards

** *****
Customer Relations Teamleder
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I flew with Brussels Airlines, and my luggage never arrived. A claim was opened in early July 2023, and all requested information and documents were provided in a timely manner. We are over 10 months after the claim was opened, but I still have not received my reimbursement. Case no. *************.
Business response
05/06/2024
Dear,

I thank you for your email and confirm that we have processed a payment on January 16th.
Based on your feedback I assume our guest has not yet received this payment.
In the meantime I have contacted our accounting department in the ************* in order to receive a proof of payment.
once received, I will forward the necessary feedback to our guest.

Very kind regards
** *****
Brussels Airlines
Customer response
05/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[I still have not received anything from Brussels Airlines and my clain was opened since early July 2023.]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********** ******** **** ******

Business response
06/11/2024
Dear,

I thank you for getting back to us on above. I have again sent a reminder to our US accounting department in order to receive a confirmation and proof of the payment that has been processed

I thank you very much for your understanding.

very kind regards

An
Customer Relations
Brussels Airlines

Customer response
06/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I still did not receive anything.

********** ******** **** ******
Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Feb 23/23, I purchased an advanced seat selection for my wife (*******) at a cost of $45 CAD. Refer to attached receipt.When I checked Manage MY Booking on the Brussels Air app on Sep 16, it shows that ******* had been assigned Seat 25K. It is interesting to note that the seats were in fact included in the original fare and the seat was free even though I had to pay back in February. Refer to attached screenshot from the app.On Sep 20, the assigned seat had been removed not reassigned and I would have to select the seat again. Refer to attached screenshot from the app. On Sep 23, I tried to select ******** already paid for seat again and this time it was a CHARGEABLE seat and would have to pay an additional $50 CAD. On Sep 24 at 18:25, the day before the flight was to take off, I still had to select my seats but when I tried, I was infomed that seat reservation was no longer available and I could only ************* during check-in. Refer to attached screenshot from the app. So, I could no longer ************* that I already paid for and could only select one during check-in when seat selection was FREE. This is what I did when I checked-in online. My phone calls to **************** in ******* were always forwarded to a higher authority but never returned. Case no. *************: Brussels Air (BA) refused to refund the money. Instead, they offered a discounted flight to be used by Dec 2024. I don't live in Europe and do not plan on flying before 2024 so the offer does me no good.
Customer response
04/11/2024
Better Business Bureau:

At this time, I have not been contacted by Brussels Airlines NV regarding complaint ID ********.

Sincerely,

*********************
Business response
04/19/2024
Hello, we agree to refund the 45CAD. This will be processed as soon as possible. We have informed the passenger. Kind regards.
Customer response
04/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,
**** ******
Initial Complaint
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The flight was missed due to miss understanding at the airport. We had a child under 1 year that needed to be attended to. I wanted to be rebooked and pay the difference or penalty but the said no. To make matters worse they also said my return flight too was cancelled because i missed the first one. All i was politely asking is to be rebooked again. Thank you.
Business response
01/23/2024
Dear Sir or Madam,
Thank you for your message.
After checking the claim, it appears that your booking was for Birmingham – Brussels – Entebbe and that the passengers decided not to use the first coupon.

As you can read in our General Conditions of Carriage, the ticket the passengers bought is valid only for the itinerary mentioned on it, from the point of departure, via any intermediate stops, to the final destination.

If one wishes to modify any aspect of their journey, one must contact us beforehand. We will then work out the price of the new itinerary and the passengers have the option of accepting it or staying with the itinerary mentioned on the ticket.

The passengers did not contact us in advance. As their tariff does not allow any changes or refunds, their tickets are unfortunately no longer valid.
We thank you for having contacted us, and remain,
With kind regards,
Brussels Airlines Customer Relations BRU
Initial Complaint
11/10/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filed case nr ************* on Sep 21, 2023. I received initial response from customer service agent *************************, but have not received any communication since Sep 26 after repeated emails. I have messaged through ******** to no avail. It has now been over 6 weeks.It is one thing to have a customer go through the challenges of having their luggage lost, but the customer service afterwards is an opportunity for the company to "do right" by the customer, and leave them with a positive customer experience, so that they will travel with the airline again.I am extremely disappointed in Brussels Airlines' complete lack of response.-------- Claim # ************* ----------My wife and I checked in our bags for a leisure trip to ****** the morning of Sep 13. Upon arrival in ****** we filed a missing bags report. We only had our briefcases as carry on, all our clothes were in the checked bags. Since we had a formal dinner planned that day we purchased basic clothing and toileteries, as well as night wear. We were told that our bag would arrive the next day. We had a group tour planned that day, for which we purchased clothes. By the end of that day our luggage had still not arrived. The following day we had another tour planned for which we purchased clothes (there was no option to launder the clothes we had worn the previous day). We maid every effort to buy basic clothing and shopped at standard clothing stores like H&M, *************** and Benetton). My trip to ****** was only for 4 days, 3 of which I spent with no luggage. Unfamiliar with the city of ******, we spent over 6 hours of our precious vacation time shopping for clothes. I have filed a claim with receipts totaling ****** EUR.
Customer response
12/05/2023
At this time, I have been contacted directly by Brussels Airlines NV regarding complaint ID ********, however my complaint has NOT been resolved because:
A customer service agent responded on Nov 23 requesting information to proceed with my case. I provided the requested information. I have sent 3 additional emails in the subsequent 10 days and have not received any further communication.
It has now been over 10 weeks since I filed the request for refund for my lost luggage incident. Brussels Airlines' follow through and communication has been lackluster and largely absent.
I have no other recourse after filing my complaint with both the BBB and the DOT.
I patiently await the favor of a reply and most importantly resolution to my request for refund.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
12/15/2023
Dear,

I kindly would like to inform you that the claim of ****************** is handled under reference: *************
We have replied to ***************** on November 27th that his banking details were not visible.
However I can not confirm these have been duly received, which will enable us to handle and finalize his case.

We will get back to our guest with a financial compensation offer within the coming days.
I thank you for your cooperation

kind regards

** *****
Brussels Airlines

Customer response
12/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Dear *************,

I am herewith providing a detailed timeline of my communication with Brussels Airlines Customer Relations. I hope you will conclude that this falls short of even the minimum expectations I should have as a traveler who was significantly inconvenienced due to delayed luggage.

Sep 21 : Case filed
Sep 28 : Response from SN that bank details are incorrect no explanation as to which part of the bank information was correct

For the next 8 weeks, I received NO communication from Brussels Airlines:
Sep 29 Nov 10 : I sent numerous emails requesting clarification on which part of the bank information is missing
Nov 10 : I filed a complaint with the Department of Transportation (DOT) and Better Business Bureau (BBB).
Nov 11 Nov 22 : I sent numerous emails inquiring about the status of my case

Nov 23 : Response from Brussels Airlines specifying account information required
Nov 24 : I sent banking information
Nov 27 : Response from Brussels Airlines that bank details are still not available
Nov 27 : I respond stating that the bank information I provided was confirmed by my bank and is correct. NO response from Brussels Airlines

For the next 2+ weeks, I received NO communication from Brussels Airlines
Nov 28 Dec 15 : I sent numerous emails and placed 2 calls to Brussels Airlines to get a status on my case. In both calls the customer service agent referred my case to the customer relations team. There is no option for me to directly contact or communicate with customer relations.

Dec 15 : ******************************************* responds to BBB

It has now been over 12 weeks since I filed the claim. In those 12 weeks I have received communication from Brussels Airlines twice, at intervals of 8 weeks and 2 weeks respectively. There has been no effective way for me to communicate with the customer relations teams, not through email or phone.

Note : when originally filing my case with SN, I had provided my fathers bank account information in *******, assuming that this would be an easier to settle the claim as the flight originated from *******, and both my father and I are ******* citizens. However, I live in the ** and only have a bank account in the US. When I finally received communication from Brussels Airlines on November 23, I provided my US bank account information.

This could have been resolved so much easier if there was clear communication from the Brussels Airlines customer relations agent regarding the incorrect bank information and/or a means to communicate in real time with the customer relations team. It is really disappointing that it took 12 weeks, and only after filing a complaint with the BBB, that I receive an affirming response.

I look forward to finally receiving my compensation as *************** states in the response to my BBB complaint. I welcome the opportunity to speak with someone from Brussels Airlines about my experience.

Sincerely,
*************************
Initial Complaint
11/08/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We flew with Brussels Airlines.Our suitcase never arrived.We asked for a refund from the company already a year ago, and then we asked again, and the company asked for documents and a bank account, and since then several months have passed and the company does not answer, and does not return anything.Case no. **************
Customer response
12/03/2023
Better Business Bureau:

At this time, my complaint, ID ******** regarding Brussels Airlines NV has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

****** ********
Initial Complaint
11/07/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please send me all of my past ticket confirmations & boarding passes from Oct 1, 2017.First name: **;Last name: ***;DOB: Jan 29, 1989;Sex: Male;Passport: E********;Expiration Date: Aug 30, 2026;Please send me the documents to my registered email account at ******************** or via **** mail at **************************************************************************************************************************************.
Customer response
12/02/2023
Better Business Bureau:

At this time, I have not been contacted by Brussels Airlines NV regarding complaint ID ********.

Sincerely,

******
Business response
12/07/2023
Dear **********,
Your BBB ref: ********
The Better Business Bureau contacted Brussels Airlines regarding your request for past tickets and boarding passes.
We unfortunately do not have the requested information, and are therefore not able to provide you with them.
I apologize for this inconvenience.
Kind regards,
**** ******** ********* ***** * ******** *********
Customer response
12/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******
Initial Complaint
11/01/2023
Complaint Type:
Sales and Advertising Issues
Status:
Unanswered
The business failed to respond to the dispute.
I booked tickets to and from ****** they canceled the flights due to war i had to pay 25000$ to leave the country they didnt refund me
Customer response
11/25/2023
At this time, I have been contacted directly by Brussels Airlines NV regarding complaint ID ********, however my complaint has NOT been resolved because:

I was advised by my travel agent of a 3k refund on tickets for my entire family it's not even 15 percent of what I paid to the airline for my tickets and its not even close to 10% of what I paid to get home

*********************
Initial Complaint
10/10/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I submitted a claim but I got no response from Brussels Airlines regarding their mishandling of my luggage.My baggage was late. It did not come. It was supposed to be in ****** when I got there. It didn't come. Nor the next day.Every time I called, all I was told was that the systems are down. I have a recording of this phone call for evidence. I called multiple times Sunday 24th and Monday 25th and Tuesday. No help because systems were down.I was to stay briefly in ****** as I had a flight to ****** on the 25th. I left without my bags and everything I needed I had to buy.My flights were scheduled weeks in advance, I could not change them because of this inconvenience.I have evidence of the systems being down but I will only release the phone call if this needs to be escalated. I had an important meeting to attend Tuesday in ********, and my computer, which was in the luggage, was missing.I paid $800 for this and I have the invoice to prove it. I had to buy a new one. it costed me $550.I have attached many receipts of what I had to get because of the loss.I also, for emotional distress I need compensation of $500. I had to wait over 3 hours for an answer in the airport and as of now, they came, but I was not informed when they'd come and I wasn't allowed to change delivery.This has caused me to buy more clothes for my European part of the trip as I still didn't have my stuff and wont for months as I am no longer in ******. Once again, this was a multi part trip with a stop over in ****** and I have receipts to prove it as well as when I brought the tickets.I have receipts for the clothes I brought in ******.I encourage Brussels airlines to do what is right. I had an absolutely terrible experience.Since you're systems were down and I have recordings of agents telling me they could not help for days, I expected a total loss. I til this day have no update on anything after a week after filing a claim. Total compensation asked for is $2200 USD
Business response
10/26/2023
Dear,

Thank you for contacting us.
We have received **************** case ************* on October 1st and his claim was not handled yet.
We will get in contact with ********* in the course of next week.
A compensation for the delay will be offered against proven documents (purchase invoices) for his delayed luggage.
Please note though that we will only accept valid purchase invoices and intervene in direct costs.
This means the cost for the purchase of a new laptop will not be considered as a cost for which Brussels Airlines is liable as valuable items, electronics, working material need to be transported in our guests personal bag to be transported as hand luggage.
We will get in contact with our guest shortly.

I thank you very much for your patience and understanding.
kind regards

** *****
Brussels Airlines
Customer response
11/03/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Despite a week passing, I have not gotten a resolution. It's clear I may not get a refund despite the evidence provided. This is sad.

***** ****

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