Why can't I check in online?
If you are unable to check in online, some of the most common reasons are:
You don’t have a booking with Brussels Airlines
When you book on brusselsairlines.com, you should receive a booking reference via e-mail within a few minutes after completing your payment. If you have not received this email (please also check your spam folder), your booking may have not been successful. If this is the case, please contact our Service Centre.
You don’t have a ticket
A ticket is a document issued with your booking. It is a proof of payment that confirms your booking. Read more on what a ticket is and how to recognize it.
If you have received a booking reference but no ticket(s), something may have gone wrong with your payment. In this case, no tickets will be issued. Don’t worry, just contact our Service Centre. Our agents will check if your payment was successful and issue the ticket(s) manually.
Your flight is not operated by Brussels Airlines
In this case, you will need to check in via the airline that is operating your flight. You can find which airline is operating your flight on your ticket. Remember that you can also check in at the airport.
Your flight is cancelled
If your flight has been cancelled, you will receive a notification by email and/or text message from Brussels Airlines. The notification will also include information and/or instructions concerning your rebooking. If you have any doubts, you can always check “My Booking” or contact our Service Centre for more information.
Remember that Brussels Airlines can only send flight notifications if you have provided your (correct) contact details. You can do this during your booking or afterwards in “My Booking” or via social media. You can also check the status of your flight here.
You’re too early or too late for online/app check-in.
Online check-in and mobile app check-in open 24 hours before departure and close 1 hour before departure. If you booked via brusselsairlines.com, you should receive an email reminder to check in online.
You're trying to check in for a second flight and you haven't checked in for your first flight yet.
If you have multiple flights (connecting flights operated by two or more airlines), please make sure that you first check in for your first flight, and then for your connecting flight(s).
You might have used special characters (e.g. äöèé) in your name.
Please enter your family name exactly as written in your booking confirmation or on your e-ticket.
You have booked via a travel agency.
Travel agencies and tour operators may use different reference numbers in their booking systems. In this case, the Brussels Airlines check-in tool is not supported and therefore we cannot check you in online. You can always check in at the airport.
You have checked in but have not received your boarding pass.
You will usually receive your boarding passes, including those for any connecting flights, when you check in. If you haven't received a boarding pass for your connecting flight, please go to a Brussels Airlines counter or Service Desk at the airport, and we will help you with the same.
For more information about receiving your boarding pass via the Brussels Airlines app, go here
You are flying out of Dubrovnik, Zadar and Split
For these destinations, the online check-in option is not available. You can check in at the airport instead.
There are unforeseen extra security measures for your destination
Sometimes, certain authorities may temporarily suspend online check-in options for security reasons. This can be the case for the US, the UK, Canada, etc. If this happens, you can only check in at the airport.
You are travelling to/from/via the US and the US authorities could find no valid ESTA travel authorisation or visa.
Please check your ESTA status. If there is no ESTA registered, you cannot check in online. In that case, you have to contact the check-in staff at the airport.
Need more help? Contact us here.