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Brussels Airlines NV Reviews (20)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Thank youI have the flight info and will upload thatI am trying to track down the original invoice as my friend purchased all our tickets through an agencyI will have this uploaded within the next couple of daysThank you for your time] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: At this time, I have not been contacted by Brussels Airlines regarding complaint ID [redacted] Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined
that my complaint has NOT been resolved because:This is a vague response that does not resolve the issue
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

At this time, I have been contacted directly by Brussels Airlines NV regarding complaint ID ***, however my complaint has NOT been resolved because:
0in 0in 10pt;" class="MsoNormal">The airline continues to erroneously suggest that its agents offered to rebook me, and I refusedThis is incorrectI was only offered this after hours, after I informed them that I had already purchased another ticket because they repeatedly said I was a "no show" and thus my ticket automatically cancelled out of the system and that I was not entitled to anything Not only did the agents NOT offer to rebook me, they repeatedly refused to rebook me despite my continued requests The airline also continues to insist that I was late because of a connecting flight, and thus it is not the airline's fault But again, this is incorrectI arrived on time, but was unable to get to the plane because the mobile boarding pass provided to me by Brussels Airlines upon internet chewas insufficient to pass through security at Tel Aviv's Ben Gurion AirportThis is the responsibility of Brussels AirlinesIf they airport from which they are departing does not accepting mobile boarding passes, they shouldn't issue them
Sincerely,
*** ***

Thank you very much for sending us your request.Please notice that all luggage requests have to be logged via our website *** contact us page.This immediately will introduce a claim in our systemUnfortunately for future claims regular emails will not be handled
anymore.So I kindly invite you to follow up on the correct procedure.Please send us the ahl file reference number of the delayed luggage from *** *** as well as the purchase invoices of the costs made during the delay of the luggage.We will also need the complete bank details (ach code and routing number) from our guest to be able to proceed with a possible payment.I kindly remind you that *** we had a power failure which has led to the luggage irregularities occurred that day.We will take all details in consideration and evaluate your request upon receipt of the requested information.I thank you for your cooperation.Very kind regards

I am sorry for the delay.  This was forwarded to our customer relations department for action.  I will send them a reminder.

[redacted],It would expedite processing on our end if you could email your information directly to [redacted] ([redacted]) and cc me ([redacted]).We look forward to the receipt of your information.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Thank you. I have the flight info and will upload that. I am trying to track down the original invoice as my friend purchased all our tickets through an agency. I will have this uploaded within the next couple of days. Thank you for your time. ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

We have recently installed a new software to help us manage and process our claims more efficiently.  As such , we will no longer accept new claims that are sent via email. The claims that are sent via email will as such not be processed any longer.  Therefor we kindly request you...

to submit your claims via our website (Contact-us), where you can fill in you are the representative of the passengers, you can fill in additional passengers in one web claim and you can attach up to 8 MB of documents.  If however you do not want to submit your claims via our website, you can still do so by sending it via postal mail to the following  address :Brussels AirlinesCustomer Relations[redacted] 
[redacted] 
[redacted].Above two possibilities are the only possibilities for submitting a claim.  Claims via fax, list, email will not be accepted any longer.Kindly submit them via the two above possibilities.Sincerely Yours,An G[redacted]Customer Relations Team Leader | Customer Experience________________________________________________

Revdex.com:
At this time, I have not been contacted by Brussels Airlines regarding complaint ID [redacted].
Sincerely,
[redacted]

Review: I purchased a round-trip air ticket from London to Accra on October *, 2015 Booking reference: [redacted]

I carry an American passport, however, I was refused entry into the UK on October **, 2015. I called Brussels Airlines customer service to see if I could change my destination from London to the US and was told I could not because it was a "different continent". The representative offered to give me a full refund of my airfare so I can make a new travel arrangement. I paid [redacted] but I am only being refunded 169,21 GBP. I don't think this is fair to me. I have a sick relative I am trying to visit in Ghana and need this resolved ASAPDesired Settlement: Please refund all my money to change the destination for me with no extra fees

Business

Response:

We have recently installed a new software to help us manage and process our claims more efficiently. As such , we will no longer accept new claims that are sent via email. The claims that are sent via email will as such not be processed any longer. Therefor we kindly request you to submit your claims via our website (Contact-us), where you can fill in you are the representative of the passengers, you can fill in additional passengers in one web claim and you can attach up to 8 MB of documents. If however you do not want to submit your claims via our website, you can still do so by sending it via postal mail to the following address :Brussels AirlinesCustomer Relations[redacted].Above two possibilities are the only possibilities for submitting a claim. Claims via fax, list, email will not be accepted any longer.Kindly submit them via the two above possibilities.Sincerely Yours,An G[redacted]Customer Relations Team Leader | Customer Experience________________________________________________

Review: I booked two tickets and my original booking reference number is [redacted]. When I arrived to Brussles airport from washington dc with an infant child with me they did not let me board the plane, they said the gate will close and I will not be able to walk fast enough to get there. I still had over 30 minutes to make it there. They sent me to the sales and ticketing desk. They made me buy new tickets. I asked them why dont they honor my original tickets and they were very rude and told me " why would we honor it, this is how business works" . Well this is not how business works to keep loyal customers. Your male representative and a women he was training there were extremely rude. I will say it again, I had an infant baby with me. They sold me new tickets and they made me wait OVER SEVEN HOURS for the new flight with and infant baby because they choose not let me reach the plane. This is such an unethical, harsh, cruel treatment that I was shocked to find out this is how Brussels airline treats its customers. I have traveled with you last year and I liked it and I was going to stay loyal but making me buy new tickets , not letting me board the plane with an infant baby and making me wait 7 hrs for next flight after an international over night flight is unacceptable . I NEED YOU TO REFUND ALL MONIES , EVERY EURO TO MY [redacted] CREDIT CARD THAT YOU CHARGED AT THE AIRPORT . I still have a scheduled flight with you on november [redacted].Desired Settlement: I want the airline to honor my original ticket purchase and I want a full refund put back to my [redacted] credit card of the charges made at the Brussels Airport on October [redacted] 2015 flight number sn [redacted]. No travel certificates needed, I want refund.

Consumer

Response:

At this time, I have not been contacted by Brussels Airlines NV regarding complaint ID [redacted].Sincerely,[redacted]

Review: Brussels Airlines Lost my bag for three days, had an unreachable customer service number for baggage problems, and ultimately delivered the bag to an incorrect address in an incorrect country, with no capacity for recourse (no customer service available).

I purchased a ticket from Brussels Airlines in the United States for travel from Brussels to Copenhagen on * August 2014 (flight SN2257). I checked my bag in in Boston at the beginning of my connecting flights on United Airlines through to the final destination (Copenhagen).

When I arrived in Copenhagen, my bags were missing, despite a 1 hr late departure from Brussels during which the pilot told customers on the plane he was "waiting for baggage". There was a three hour connection from my previous flight (UA 950), so more than enough time to get the bags from the final united flight to the Brussels airlines flight. On the announcement system at Copenhagen airport, it was indicated the pilot "had to leave without 15 or 16 of your bags". I went to the lost baggage desk (a contractor working on behalf of brussels, and several additional airlines). I filled out the necessary paperwork, identifying my missing bags (2 of them) and providing an address in Copenhagen where they could be delivered. I clearly indicated (and it is reflected on the form), that I would only be at that address until the morning of ** August. I was told the bags would be delivered that afternoon.

When the bags did not arrive that afternoon, I tried to call the customer service number provided. Calling the number reached a voicemail that repeated "due to extraordinary demand, our phone line is closed" during business hours. This message has persisted for over 12 days at this point. There was no other phone number to call, and when calling the main customer service line, I am told I need to call the lost baggage phone number, and provided the same number that is not being answered.

The bags did not arrive in Copenhagen before we traveled onward. Since I was unable to reach customer service to change the address for delivered, I instead called United Airlines, hoping that they could help me through the Star Alliance system. They were able to change the lost baggage record to reflect an updated address in Hamburg, and this change was confirmed in a subsequent phone call.

However, Brussels airlines delivered my bags to the original copenhagen address, where I was no longer staying, at nearly 1am on the [redacted] of Aug. They did not speak with a person there- they just left the bags in front of the address. They did not call me before delivery. I was unable to call their customer service and request they pick up the bags, as the phone line still did not work. In the end, I had to have a friend mail the bags to me at my home address, and I had no luggage through my entire 11 day trip in Europe. I still have not been able to reach customer service.Desired Settlement: Reimbursement for tolietries and clothing purchased in Copenhagen due to lost luggage - 704.55 DKK ($126.26)

Reimbursement for mailing costs of mailing luggage to my home address- $375

Reimbursement of telephone costs for calling the airline multiple times (overseas on a roaming cell phone)- $98

Refund of ticket purchase price- $499 (373.48 EUR) to compensate for totally ruining our trip by loosing our luggage (with our wedding clothes) and forcing me to spend hours trying to reach customer service.

Consumer

Response:

At this time, I have not been contacted by Brussels Airlines regarding complaint ID [redacted].

Sincerely,

Review: Below is the letter that I sent to Brussels Airlines after my wife and I returned from our trip to Kenya. The nature of our complaint is described within this letter. They replied with an apology, as if that was fair compensation.

To whom it may concern:

I and my husband, who is a [redacted], recently traveled to Nairobi via brussels airlines. We departed from JFK on May ** 2013. Upon arrival to Nairobi, we were told that our baggage was not there due to an "unforeseen" strike in Brussels. We tried calling the airport, and the airlines, with great difficulty, and could not get any information regarding the status of our bags.

My husband's [redacted] was in the checked bag. He uses an [redacted] with a [redacted] and only had enough [redacted] for 1 day. A [redacted] without [redacted] is a very serious situation. He could go into [redacted] very quickly, and this is a life threatening condition. We went to a local hospital, and were able to acquire [redacted], but the catheter he uses is not very common, not even in the United States. It is suppose to be used for only 3 days, but he was forced to use the only one he had for much longer. This makes the insertion site very irritated, and also more prone to infection.

We kept calling the airline, all with no avail, to find out where our luggage was. We continued the extent of our trip with the medical supplies we received from the hospital, and not to mention only a few articles of clothing.

Once back in the states, my husband was still affected, because he uses a continuous glucometer, which was still in the luggage. This is something he uses continuously, and he was not able to use it for about a month. As a result, his [redacted] levels were not as well controlled as they usually are.

On June [redacted], our luggage arrived at JFK, and we had to make arrangements to have someone pick it up. We live in Philadelphia, which is about a 2 hour and 30 minute drive from the airport.

Upon researching the details of this airport strike, I found that the strike had actually started 2 days before we even departed from the States (on May [redacted] 2013), but we were not given any warning regarding this at the airport, so as to make other flight arrangements if we chose to. I find that it is very dishonest not to warn customers of something this big, let alone to tell us this event was "unforeseen" when in fact it was already going on for 2 days.

Because of the aforementioned inconveniences, and especially the harm and danger to my husband’s health, I am demanding a full refund. I am also filing a report with the Revdex.com. I would like to be notified by phone regarding updates to this claim.

telephone: ###-###-####

flight no: [redacted] from JFK to BRU

departure date: Tues, May ** 2013

missing bag: [redacted]

reference: [redacted]Desired Settlement: Full refund and a sincere apology

Business

Response:

I am sorry for the delay. This was forwarded to our customer relations department for action. I will send them a reminder.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:This is a vague response that does not resolve the issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Thank you. I have the flight info and will upload that. I am trying to track down the original invoice as my friend purchased all our tickets through an agency. I will have this uploaded within the next couple of days. Thank you for your time. ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],It would expedite processing on our end if you could email your information directly to [redacted]) and cc me ([redacted]).We look forward to the receipt of your information.[redacted]

Review: On Nov **, I was booked on flight #1423 from ST Louis to Atlanta then connecting in Atlanta on to Harrisburg PA. My flight in St Louis was suppose to leave ST Louis at 1:04 pm. It didn't depart ST Louis until almost 2pm. I was on time in the terminal and on the flight when I was suppose to be there. When I landed in Atlanta I had to take a train/concourse to another location for my connecting flight. After much running and anxiety of trying to make my connecting flight I arrived at the gate just to see my connecting flight take off. The young lady at the desk told me as well as about 6 other people that we would be on the next flight to Harrisburg which leaves at 8:45 pm. At that time it was 3:35 which meant that I would have had a 5 hour and 10 minute wait. I waited in the airport on my flight, then at 8:15 Delta announced that our 8:45 flight was no going to be leaving until 9:35 which added an additional 50 minutes to the already 5 hr and 10 minute wait. I arrived in Harrisburg that night around 11:20. To make matters worse the luggage was slow coming off the plane. I ended up in a rental car in Harrisburg at midnight trying to find my hotel. I was due at a meeting the next morning at 8 am. Delta never apologized for their horrible service. I fly Delta all the time as travel is a large part of my job. Delta displayed a lack of care or concern for it's passengers. I am extremely disappointed with the service I received.Desired Settlement: A call from a representative with an explanation and a possible change in policy to let people with connecting flights know when their flight has already departed so they won't be running in the airport needlessly.

Business

Response:

Dear [redacted]

I have received your complaint via my colleague, [redacted]. Without a ticket number it is difficult for me to research this incident but I do not think this is our airline. The trip described in the complaint is completely domestic. We do have code share flights with domestic partners however the only flights we have in the US are JFK to Brussels and Washington Dulles to Brussels. Our US passengers all have an international segments to their travel. If you send me the ticket number I can investigate further.

I am the correct contact for these matters. My email is [redacted] Our mailing address is Brussels Airlines, [redacted]. My direct line is ###-###-####.

Delta Air Transport dba Brussels Airlines was a prior name of our company. We have not used it for some time now. Our legal name is now Brussels Airlines NV. In addition, we moved from the Lake Success address several years ago.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The response doesn't resolve my complaint. I was on Delta flight DL6208 on ** Nov. How hard is it for Delta to locate my name, flight number and other needed details. This is an example of their incompetence. I'm very disappointed that they couldn't have gone into their computer system and researched the dates I gave them to locate my flight number.

The person who responded to the complaint almost sounded as if the complaint has been forwarded to the wrong department. If so then why wouldn't she know to forward it to the correct department. Delta is extremely disaapointing and about to loose a customer that flies regularly on the job.

The complaint is not resolved!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I am sorry that my response was not acceptable. As I stated in my previous response we are not Delta Airlines. We are Brussels Airlines. I cannot resolve the complaint of another airline.

Best regards,

Review: On 5/** my fiance and I were travelling from JFK Airport in New York to Berlin, Germany with a layover in Brussels, Belgium via Brussels Airlines. Upon arriving in Brussels, our plane arrived without any luggage on board due to a baggage-handler strike. The airline did not notify anyone of the strike, yet flew us all to a foreign country knowing our luggage would not be on board. Upon arriving in Brussels we filed a claim with the airline representative, were told each day without our bags we would be reimbursed 50euro per bag. We stayed in constant contact with the airline for updates and to update our hotel locations and then was told they were unsure when they would be able to deliver our bags so they are just going to be sent back to the US. We were left in a foreign country without our clothes, without all of our medicine, and without all of our money. Left with no choice, we went and purchased 3 days worth of clothes via credit card, which ended up being 239euro. After three days without our suitcases, and contrary to what we were told, our suitcases arrived at our hotel. Upon return to the US, as requested by the Airline representative at the airport, and the phone representatives, we filed a claim for reimbursement for our necessary purchases. We were then asked to mail our tickets, our receipts, and claim information to Brussels Airlines in Belgium, which cost me another $20. After mailing in the requested information, contrary to what we were told by the Airline representatives, we were told the airline could not be held accountable because of the Swissport strike and they did all they could to return our bags to us promptly. However Brussels chooses to run their airlines is up to them, I did not pay Swissport to get my fiance and I, along with our luggage, to Berlin safely, I paid Brussels Airlines to do so. After numerous more attempts to contact the airline and escalate the situation, I have received no response. I now have a bill for $300 worth of clothes I cannot afford and should not have had to buy in the first place - but did so with the information provided by the airline with a promise of reimbursement for leaving us stranded in a foreign country without our belongings.Desired Settlement: I just want to be reimbursed for the unexpected costs that I should not be responsible for - The 239 Euro for needing clothes, since mine were not delivered, and the $20 for having to mail proof of my travels to Belgium.

Business

Response:

Dear [redacted],

[redacted]

We refer to your letter we received on date of July [redacted] in regards with your delayed luggage.

Please be informed that we have reviewed your file together with the supervisor from our group.

We were sorry to hear about the problems you encountered on your journey and do understand the inconvenience, stress and frustration this caused you.

Please let us explain that, if a baggage remains undelivered, the air carrier intervenes for 50 EUR per day (with a maximum of 4 days) in the purchase of reasonable items of first necessity during the period of delay. This rule is applicable only to passengers arriving in a country different to the one in which they reside, whose luggage is delayed for over 24 hours and against submission of receipts.

Since your luggage was delayed due to the wild strike of Swissport we have not offered you this settlement at first.

However, we agree now to intervene for the first necessities purchased made for a total amount of 330usd.

Upon receipt of your approval and your complete bank details (including name and address of your bank) we will execute the settlement payment.

We apologise once more for this regrettable incident and look forward to welcoming you on board during your next Brussels Airlines flight.

Yours faithfully,

Customer Relations Officer | Customer care

________________________________________________

Offering you the choice between flexible tickets and low fares.

Flying to more than 70 destinations worldwide.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

**,

Thank you for your response regarding this matter.

I do accept the offer, a refund of the money used on necessary purchases based on the information provided by Brussels Airlines,of $330.

My bank information is:

· [redacted]

Again, thank you for helping me resolve this issue.

Business

Response:

Dear [redacted],

Payment instructions have been given on date of July [redacted] to our accountancy in the United States.

We received confirmation of good reception.

So you will be receiving the money shortly via check.

Yours faithfully,

Customer Relations Officer | Customer care

Review: I contacted Brussels on November *, 2013 about cancelling the return legs of a flight. I asked for a confirming email, which I never received. Also, I await the refund for the return legs. It does not show on my acct and I need the info to complete a travel voucher with the US govt ASAP. Cancelled flights were [redacted] and [redacted]. Reservation number is [redacted]. I departed Monrovia on ** Oct. I did not use the return legs from Frankfurt on * November. Since then, I have sent numerous emails to customer service to which I get apologies for the wait, but no resolution or even useful information on the status of the refund. Also, when I finally got an email address for the refund department, I get no replies to my inquiries. The US government is waiting for its money which I am currently responsible for. When I bought this ticket, Brussels charged the government credit card immediatley. Thus, I don't see how it should take almost two months for a refund or at least satisfactory customer service in advising the customer on the status of the refund. Brussels policy for refunds as noted on their website is that they will be accomplished in seven days.Desired Settlement: I need this refund immediately. It is well over $1000 USD and it is US government funds. I also would like an email explaining the status of the refund and the reason for this unreasonable delay.

Review: I booked a Flight from Banjul to Dakar and my flight was on 12/**/2015. Two days before my flight I contacted Brussels Airlines to buy extra baggage for my flight, they told me that my flight was cancelled without notifying me. They could not send a simple email to let me know, and I had another flight that night. I had to drive from Banjul to Dakar and thats a 10 hour drive. I've been calling them ever since and emailing them and filling out forms about my refund from their website but they never respond.

Booking reference: [redacted]

Ticket number [redacted]Desired Settlement: I want my money back and soon and I want all my expenses for my ride to dakar refunded.

Review: I purchased a roundtrip ticket from Washington to Tel Aviv via Priceline.

The return flight, Tel Aviv to Washington on September [redacted], was with Brussels Airlines.

I did electronic check-in and was in possession of a mobile boarding pass.

I confirmed with the airline by phone on September [redacted] that mobile boarding was sufficient.

I had no luggage to check-in.

When I arrived at the airport - transferring from a different flight -, airport security would not let me pass because a paper-boarding pass was required. As the airline's check-in desk was already closed, I was unable was to get a paper boarding pass.

The airline gate agent, Shani, was speaking with security and knew I was being held due to insufficient boarding documentation provided to me by Brussels Airlines.

Ultimately, the airline gate agent removed me from the checked-in passengers list, in order to close the gate.

When I contacted Brussels Airlines moments later to be rebooked on the next available flight, I was told I was a no-show and my ticket was thus been invalidated.

After arguing with the airline from nearly 18 hours, and the airline's repeated insistence that I did not qualify for rebooking, I purchased a new ticket with another carrier.

Brussels Airlines did not provide the service it was financially obligated to provide. And Brussels Airlines fraudulently relieved itself of all recourse.Desired Settlement: I am seeking a full refund for the amount of the ticket from Brussels Airlines. I am not interested in a credit for future travel.

Consumer

Response:

At this time, I have been contacted directly by Brussels Airlines NV regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The airline continues to erroneously suggest that its agents offered to rebook me, and I refused. This is incorrect. I was only offered this after 18 hours, after I informed them that I had already purchased another ticket because they repeatedly said I was a "no show" and thus my ticket automatically cancelled out of the system and that I was not entitled to anything. Not only did the agents NOT offer to rebook me, they repeatedly refused to rebook me despite my continued requests. The airline also continues to insist that I was late because of a connecting flight, and thus it is not the airline's fault. But again, this is incorrect. I arrived on time, but was unable to get to the plane because the mobile boarding pass provided to me by Brussels Airlines upon internet check-in was insufficient to pass through security at Tel Aviv's Ben Gurion Airport. This is the responsibility of Brussels Airlines. If they airport from which they are departing does not accepting mobile boarding passes, they shouldn't issue them.

Sincerely,

Review: I am writing on behalf of myself and my wife [redacted].

Specifics:

[redacted] ticket no. [redacted] ticket no. [redacted]

Brussels Airlines record locator for both FIWASQ

Brussels Air advertises itself as a member of the Star Alliance group of airlines, and specifically agrees to credit frequent flyer miles to other airlines in the Star Alliance; we are United Mileage Plus members; we gave our membership numbers to Brussels Air, and I specifically booked Brussels so that we would get the air miles added to our accounts.

We were passengers on two Brussels Air Flights on ** September 2013

Palermo to Brussels, flight [redacted] and Brussels to Washington DC flight [redacted]

I have had several contacts with Brussels air-I can forward the emails it you need them-and they refuse to credit my account. Brussels Air keeps telling me to contact United, and United has explained to me-and I've explained to Brussels-that they are obligated to report the flights to United.Desired Settlement: All we want is for the miles that we flew to be added to our United Mileage Plus accounts-this is what Brussels Air promises.

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Description: AIRLINES, TRANSPORTATION SERVICES

Address: 1640 Hempstead Turnpike, East Meadow, New York, United States, 11554

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