Delays, lost / damaged luggage, terrible customer service

Review of Andrew M. about the flight Brussels Airlines between Billund and Vienna on 13/11/2017 in Economy
Andrew M. SN / BEL BLL / VIE
Note: This review is about an experience that happened more than 2 years ago.

I am amazed at the poor service we received through our entire interaction with this airline.

From delayed flights - we were stuck in the plane on the tarmac for 2hrs post our scheduled take off, during this time all the cabin was one chocolate each and zero updates on take-off or our connecting flights.
To lost (and ultimately damaged) luggage - we arrived in Vienna in sub zero temperatures (with two young children under 2.5 years) and no luggage, thus no heavy winter jackets.
To extremely poor handling of our luggage claim, we were told that they were only responsible getting us 'point to point', the fact our jackets didn't arrive and we were forced to take a taxi with our young children to our hotel wasn't their problem. Plus our damaged luggage claim has taken over 6 weeks for payment (post agreement to pay) and has still not to be received for our damaged stroller.

The only thing this airline seems to excel at is poor customer service with no empathy for the customer throughout the entire experience. Yes they cheap on some legs, but it isn't worth it if the slightest thing goes wrong.

Do yourself a favour and find / fly the alternative.

Overall rating
1 / 5
Value (price + quality)
2 / 5
On the ground
Check-in and boarding
1 / 5
Management of luggage
1 / 5
On board
1 / 5
Costumer service
1 / 5
Your opinion of security
1 / 5
1 / 5

Flight pictures

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By Andrew M., about Brussels Airlines, , close to Australia
Posted online by admin, on 9 February 2018, view original version
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