For decades telephone was the way to contact airlines, whether to book a ticket, change a reservation or voice complaints. However, most airlines now offer online features for everything, including feedback and compensation requests. Of the airlines I fly frequently, I’ve found that United and Norwegian are stars when its comes to online customer service. The six and two times respectively that I’ve submitted requests for compensation of some kind, my requests have all been honored without a word of objection.
This brings me to a recent situation I had with Brussels Airlines. It’s an airline I love and would gladly choose over its competitors. Unfortunately, my last trip with them this summer, a one-way ticket from Gothenburg to Prague via Brussels, didn’t go quite as smooth as usual.
Once I landed in Prague I realized my bags had not arrived. I’ve never had problems with connecting luggage in Brussels before, so I thought this was a little strange given my reasonable connection time.