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Travel Extras

Home > Misc > FAQ about disrupted flights

FAQ about disrupted flights

Brussels Airlines operations back to normal

If your flight was cancelled or you couldn't travel as a consequence of the volcanic ash cloud between 15-24 April we offer different possibilities to rebook or request a refund of your ticket.

Can I change my ticket or get refunded?
Yes. For all flights scheduled between April 15 till April 24, our booked passengers have the right to either change or cancel their reservation.

  • How?
    • To change or cancel your reservation, please contact our Customer Contact Centre at +32 (0)2 723 23 62 or 078 18 88 89.
    • Or to request a refund online, click here and avoid possible long waiting times on the phone.
  • When can I fly? We advise to book after April 23rd, due to heavy impact of the current cancellations.
  • Where can I fly? Destination must be the same or nearest by destination.
  • Will there be a penalty?
    • No. No penalties apply, even to the most restrictive tickets.
    • In case the first segment of your ticket has not been flown, the return segment remains valid.
  • Rebooking is allowed on Brussels Airlines operated flights (also for b.light economy passengers) in the same cabin: business or economy.

 

I did not use my ticket. What happens to my unused ticket?
A) Your flight was scheduled between the 15th and 22nd of April 2010 and has been cancelled. You have already flown the first part of your trip.

  • free re-booking is allowed even for the most restrictive tickets
  • you need to rebook it by calling our Customer Contact Centre at +32 2 723 23 62 or 078 18 88 89.
  • full refund can be requested by filling in the online refund form

B) Your flight was scheduled between the 15th and 22nd of April 2010 and has been cancelled. You have not used your tickets.
  • free re-booking is allowed even for the most restrictive tickets, until the 31st of May 2010, for travel until the 31st of December 2010
  • you need to rebook it by calling our Customer Contact Centre at +32 2 723 23 62 or 078 18 88 89.
  • full refund can be requested by filling in the online refund form

C) Your flight was scheduled between the 20th and 24th of April 2010 and has not been cancelled.

  • free re-booking is allowed even for the most restrictive tickets, until the 31st of May 2010, for travel until the 31st of December 2010
  • you need to rebook it by calling our Customer Contact Centre at +32 2 723 23 62 or 078 18 88 89.
  • full refund can be requested by filling in the online refund form

In any of the above cases, please note that :
Your unused ticket can be exchanged for a travel voucher equivalent to the value of your original ticket. This travel voucher:
  • stays valid for 1 year from the date of issuance.
  • cannot be exchanged online. Please contact our Customer Contact Centre to exchange your travel voucher

 

How do I request a travel voucher?
By calling our Customer Contact Centre at +32 2 723 23 62 or 078 18 88 89.

 

What are the opening hours of the Customer Contact Centre ?


The Customer Contact Centre is open :

Weekdays : 09.00 AM - 10.00 PM (from 07.00 PM untill 10.00 PM, calls are answered in English only).
Saturday : 09.00 AM - 10.00 PM (from 05.00 PM untill 10.00 PM, calls are answered in English only).
Sunday : 09.00 AM - 10.00 PM (calls are answered in English only).

 

My flight was cancelled because of the ashcloud. How can I easily contact your Customer Relations department ?

You can contact them by filling in this online form.

My flight was cancelled because of the ashcloud. My employer / insurance company is asking for a proof. How can I get it ?

You can request a proof by filling in this online form.

 

I booked my Brussels Airlines ticket through a travel agency, how can I get a refund or change my reservation?
If this is the case, please contact your travel agency directly.

   

Can I go to the airport with my original ticket still or do I need to rebook it?
You need to rebook it by calling our Customer Contact Centre at +32 2 723 23 62 or 078 18 88 89.

   

What is the best way of staying up to date on the situation?
Make sure to check our website regularly. If you have no internet access, we refer you to our Customer Contact Centre at +32 (0)2 723 23 62 or 078 18 88 89.

 

My flight is operated by a codeshare partner of Brussels Airlines, who should I contact?
If this is the case, please contact the operating carrier for more information. To contact them, we refer you to the next question

 

 How can I contact a codeshare partner?