Customer service

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Was your flight delayed or cancelled? Did you have a problem with our cabin crew? Has your baggage been delayed or damaged? Please click on the related item below for detailed information on how to proceed.

Cabin Incidents

Flight Cancelled

Flight Delayed

Damaged Baggage

Baggage lost or delayed

Items missing

Denied Boarding



Cabin incidents

I have a complaint regarding the service on board. How can I send a claim?

Please complete the Cabin incidents form.

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Flight Cancelled

If Brussels Airlines was the operating carrier of the cancelled flight, please use the Flight cancelled form.

If the flight was operated by one of our partner airlines and cancelled on the day of departure, we kindly request you to address your complaint directly to the airline concerned.

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Flight Delayed

If Brussels Airlines was the operating carrier of the delayed flight, please use the Flight delayed form.

If the flight was operated by one of our partner airlines and delayed on the day of departure, we kindly request you to address your complaint directly to the airline concerned.

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Damaged Baggage

My baggage is damaged and I made a report at the airport. What do I need to do?


If you are living in one of the following countries you can contact our contracted repairshop Dolfi who will take care of your bag on our behalf :

Contact info for Belgium – Netherlands – Luxemburg – Germany – Poland – Czech Republic
Contact info for France - Spain – Portugal - Austria 

If the above does not apply to you, then please send us a claim via the damaged bag form and provide the following documents after having received the acknowledgement and claimnumber:

  • the reference number of the file made up in the airport
  • copy of your ticket or boarding card
  • luggage label
  • repair invoice; in case the bag is damaged beyond repair, we need an attestation from a shop with the value of the damaged bag and its purchase date
  • (digital) picture of the damaged bag
  • purchase invoice of the damaged bag
Please send these documents to our Customer Relations department.

My baggage is damaged but I didn't notice this at the airport an no report was made up. What can I do?

In the absence of a claim within 7 days from receipt of the damaged bag: Unfortunately, we cannot take any liability.

You still have the right to send us a written claim within 7 days from receipt of the damaged luggage but it is unlikely we will be able to take any liability as the burden of proof that the damage existed prior to the receipt of your baggage will lie on you.

If damage was noticed within 7 days from receipt of bag: please send us a claim via the damaged bag form and provide us with the following documents after having received the acknowledgement and claimnumber:

  • copy of your ticket or boarding card
  • luggage label
  • repair invoice; in case the bag is damaged beyond repair, we need an attestation from a shop with the value of the damaged bag and its purchase date
  • (digital) picture of the damaged bag   
  • evidences that the damage occurred during the carriage
Please send these documents to our Customer Relations department.

My clothes are stained or damaged during the flight due to an action of your staff. How can I send a complaint?

You can send us a claim by using the cabin incidents claim form.

For clothes stained by liquids, please also provide us with:

  • a copy of your ticket 
  • the dry-cleaning invoice
  • the report made up on board by our cabin crew
Please send these documents to our Customer Relations department.

For clothes damaged on board, please also provide us with:

  • a copy of your ticket
  • the repair invoice. If damaged beyond repair, please send us the original purchase receipt
  • the report made up on board by our cabin crew

Please send these documents to our Customer Relations department.

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Baggage Lost or Delayed

My baggage is missing for over 3 days and I declared the loss at the airport upon arrival. What should I do?

Please complete the detailed inventory form indicating purchase date and value of every missing item so we can start a more detailed search for your baggage. This document can be faxed to +32 2 753 49 31 or mailed to baggageservice@brusselsairlines.com.

In the event that this search remains negative for over 3 weeks, a written claim needs to be sent to Customer Relations, together with invoices, receipts, etc proving the amount claimed and the declared content. You can do this via the baggage lost or delayed form and provide us with the following documents.

  • copy of inventory form sent to our tracing department
  • purchase date and value of every missing item + sustaining documents (e.g. invoices, bank statements, etc.)
  • copy of ticket
  • tag number
  • reference number of the file made up in the airport

Please send these documents to our Customer Relations department. 


My baggage is missing less than 3 days and I declared the loss at the airport upon arrival. I need information.

We apologise for the delay in delivering your baggage. Please be assured that we will do everything possible to assist you in dealing with this considerable inconvenience. Your baggage details have been entered into our worldwide computerized luggage tracing system.

You can check your own file here

If any of your details have changed or if, once you have reviewed your file, you would like to make corrections, please notify us immediately so we can update your file accordingly. It would also be most helpful if you would ensure your name, address and bag description details are correct. This will help us to return your baggage to you quickly. We will advise you once your baggage has been located and arrange a convenient time for delivery.


My baggage was delayed and has now been returned to me. How can I send a claim?

We can intervene in reasonable costs incurred for passengers arriving in a country different than the one in which they reside and whose luggage is delayed for over 24 hours. You must send us a written claim within 21 days from the date at which the baggage have been placed at your disposal via the delayed baggage form and provide us with the following documents:

  • original receipts of direct expenses made abroad (purchases of clothes and toiletries)
  • copy of ticket
  • tag number
  • reference number of the file made up at the airport

Please send these documents to our Customer Relations department.

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Items missing

Some items are missing from my hand luggage. What should I do?

A carrier cannot be held liable for damage (including pilferage) to luggage not entrusted to the carrier.


Some items are missing from my registered bag. What should I do?

It is mandatory to declare the loss before leaving the airport otherwise we cannot take any liability. Kindly note that we can never take any liability for fragile or perishable items, food, statutes and art items, money, keys, jewellery, precious metals, computers, camera’s, medication, mobile phones, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples, etc… in your registered baggage.

Please send us a claim via the Items missing form and provide us with the following documents within 7 days from receipt of luggage:

  • a valorised list of the items missing together with year of purchase (invoices, bank statements, etc)
  • copy of your ticket
  • luggage label
  • reference number of the file made up at the airport

Please send these documents to our Customer Relations department.


What should I do if I think that something has been stolen from my baggage?

If you think that something has been stolen from your baggage, you should send us a written complaint within 7 days, including your name, flight number, travel details and a description of the stolen items.

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Denied boarding

I was denied boarding. What can I do?

If Brussels Airlines was the operating carrier and you were denied boarding, please use our denied boarding form.

If the flight was operated by one of our partner airlines and you were denied boarding, we kindly request you to address your complaint directly to the airlines concerned.


What if I was denied boarding because I was too late/didn't have the correct travel documents?

We would like to inform you that the airline can’t be held responsible in this case. It’s the responsibility of the passenger to present him/herself on time with all necessary travel documents.

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Contact Brussels Airlines Customer Relations

All documents can be sent to:


Brussels Airlines Customer Relations

b.house - Brussels Airport

Airport building 26 box 1a.4 - Ringbaan

B-1831 Diegem

Belgium

You can also fax these documents to +32 2 723 81 10 or email them to customer.relations@brusselsairlines.com.

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