Accessibility Statement

Date of Publication: June 28, 2025
Date of Last Review: June 24, 2025

Brussels Airlines places great importance on digital accessibility for people with disabilities. We are committed to providing all users with an inclusive online experience, in full compliance with the European Accessibility Act (Directive (EU) 2019/882) and all relevant accessibility standards. These include EN 301 549, the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA, the Belgian Accessibility Act, and the Belgian Anti-Discrimination Act. Our goal is to make our digital services easy to use and understand for everyone.

This accessibility statement applies to the services Brussels Airlines SA/NV provides at ​https://www.brusselsairlines.com/. It was created on June 24, 2025, and will be reviewed and updated as needed.

Brussels Airlines SA is a globally operating airline. Its services, under the Belgian Accessibility Act, include providing consumers with electronic communication channels—particularly websites and mobile applications—to book flights and travel-related services, obtain travel information, manage customer data, and use additional services such as seat selection, baggage options, or check-in.

The Lufthansa Group provides these services for several airlines, including Lufthansa Airlines, SWISS, Austrian Airlines, Brussels Airlines, Eurowings, and Discover Airlines. These airlines serve numerous international destinations in both scheduled and leisure traffic.

Detailed information about the respective flight offers and services can be found on the websites of the Lufthansa Group, for example at www.brusselsairlines.com. Explanations of the services offered are also available there.

Before booking a flight via our websites or mobile applications, consumers can obtain information on flight routes, fare options, and additional services. After selecting a desired flight and entering their travel details, a personalized flight offer is displayed, including the total price, available baggage options, and additional services such as seat reservation or rebooking.

The booking becomes binding once the "Book Now" button is clicked. Consumers then receive a booking confirmation by email and can access their travel information via their customer account or the app.

Detailed information on travel procedures, baggage policies, check-in processes, and other services can be found at www.brusselsairlines.com. Further accessible offerings—for example, for people with limited mobility or sensory impairments—are also described there.

To ensure compliance with the BFSG and related accessibility standards, Lufthansa continuously implements the following measures:

1. Audits: We regularly conduct both automated and manual accessibility audits to systematically review our digital offerings for compliance with WCAG 2.1 Level AA and EN 301 549. These audits help us identify and eliminate potential barriers.
2. Training: We provide continuous and comprehensive training to our content creators, designers, and developers to ensure they are familiar with best practices for accessibility and apply these principles throughout content creation and development.
3. Integration into the Development Lifecycle: Accessibility is integrated into the software development lifecycle—from initial design and planning through testing and deployment. A “born accessible” approach is applied wherever possible.
4. Dedicated Accessibility Team: We have a specialized team responsible for monitoring and promoting digital accessibility initiatives across our platforms.

Based on our most recent evaluations, the website www.brusselsairlines.com is partially conformant with the requirements of the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and the European Standard EN 301 549. This means that significant parts of the website meet applicable digital accessibility requirements, but there are areas that still need improvement to achieve full compliance. We are actively working to remove these remaining barriers.

As part of our continuous compliance process, the website www.brusselsairlines.com was extensively evaluated by our accessibility experts using the four core principles of digital accessibility ("POUR"):

• Perceivable: The site was checked to ensure non-text content like icons and images have alternative text, multimedia content (e.g., videos) includes captions or transcripts, and color contrast is sufficient. We also assessed whether the display is adaptable without losing information or structure.
• Operable: We evaluated whether all interactive elements are accessible via gestures, keyboard (e.g., with external keyboards or assistive tools), or assistive technologies. Special focus was placed on clear focus management and accessible operation of time-sensitive content such as dynamic notifications.
• Understandable: The website was reviewed for clear, descriptive page titles, consistent structure, and logical navigation flows. We also evaluated whether input assistance is provided to help users prevent and correct input errors.
• Robust: We ensured the website is compatible with various assistive technologies (e.g., screen readers, voice control, magnifiers). We also checked whether it is built in a way that allows reliable machine interpretation and display of content and features—even with future software updates.

In addition to our internal evaluations, our website was reviewed by external accessibility experts. We also regularly test the site with users with disabilities to identify barriers.

Despite considerable efforts to ensure accessibility, we have identified that the following content and functional areas may still not be fully accessible. We are actively working to resolve these issues:

• Missing Alternative Text: Some images lack appropriate alternative text descriptions. We are currently reviewing and updating image descriptions.
• Insufficient Heading Structure: Headings may be skipped or arranged illogically. We are working on a consistent, semantic heading structure.
• Non-descriptive Links: Link texts like “Click here” or “More” are unclear. We are replacing them with descriptive text.
• Complex Forms and Interactive Elements: Some forms or interactive components may be difficult to use with keyboard or screen readers. We are optimizing them for better accessibility.
• Third-party Content: Embedded third-party tools may not fully comply with our standards. We are striving to provide accessible alternatives wherever possible.
• PDF Documents: Some PDF files may not be fully accessible. We are reviewing them and replacing or labeling them as needed.
• Videos Without Captions: Not all videos have captions or transcripts. We are working on adding captions to improve clarity.
• Session Timeout Issues: For security reasons, session timeouts may not always be extendable. We aim to balance usability with safety appropriately.

A comprehensive plan to address the identified issues has been initiated, aiming for timely resolution. Accessibility improvements will be implemented gradually across the platform as they are completed and thoroughly tested.

Brussels Airlines assumes no liability for third-party services linked from our site that are beyond our control or responsibility. The respective provider is solely responsible for the accuracy, completeness, timeliness, and accessibility of such content. By using these links, you acknowledge that Brussels Airlines is not liable for any resulting damages or legal consequences.

We welcome and value your feedback on the accessibility of www.brusselsairlines.com. Your input is important and helps us improve our services. If you encounter accessibility issues, wish to report non-compliance, or have suggestions for improvement, please do not hesitate to contact us via the following channels:

Email: ​service.ge@brusselsairlines.com
Telefon: ​+49 30 726 296 23
Feedback form: ​Help & Contact | Brussels Airlines

We aim to respond to all inquiries within 5 business days in accordance with legal deadlines.