Swiss International Air Lines
Reviews and Complaints

Hallo,

I had made a booking on Tripair.com for Swiss Airlines from Frankfurt to Geneva on 20th May, 2020 and returning on 24th May, 2020 for 3 passengers worth 415 Euros. The flights were cancelled by the Swiss airlines due to Covid 19 restrictions. So on 4th May, 2020 the Tripair raised Refund requests via BSP with Refund Application number: [protected] & [protected] & [protected].

Tripair Reference Code: [protected]
Swiss Airlines Reservation Code PRXW59
E-Ticket - [protected]/ [protected] / [protected]

Swiss Airlines sent a mail to me on 16th July claiming that they have refunded the amount of 427.5 CHF. But I never received any money till date.

After many calls to Swiss Airlines, I got to know that the money was given to Trip Air. However till today Trip Air claims they have not received any money from Swiss Airlines. They have shared emails from Swiss Airlines stating that Swiss Airlines Finance is still investigating the matter.

And I am stuck between these 2 parties and waiting for more than half a year for my refund.

Thanks,
Avik

On 10 February 2020 I had to travel from Madrid (Spain) to Ljiubljiana (Slovenia) for bussiness. I had to take your flight LX 2021 (ETD Madrid 10:00 h // ETA Zurich 12:15 h) and then take a connecting flight to Ljiubliana (ETD Zurich 12:55 h // ETA Ljiubliana 14:00 h).
The depearture time of the first flight was delayed. It took off around 45 minutes late. No explanation was given to the customers.
Before landing on Zurich, messages about connecting flights were displayed. With respect to my connecting flight, customers were asked to procceed to the boarding gate as soon as possible upon arrival at the terminal.
I did so and I got to the boarding gate five minutes prior to the ETD. Swiss Airlines staff told me that the gate was closed because the pilot had decided not to wait for the passengers coming from Madrid. No further explanation was given to me. Swiss Airlines staff told me to go to the connecting flights desk. No explanation on the reasons why the pilot had made that decision was provided to me. Please, notice that there is just one flight a day to Ljiubljiana. No empathy and no kindness at all from their part in such a stressing situation.
After more than one hour queuing, we found out that there is just one flight to Ljiubliana a day. The flight on the following day, 11 February 2020, was full. Other options did not fit to my working plan. Finally, I asked to be sent back to Madrid (two flights needed, arriving home later tan 22:00 h). I had to cancell my bussiness travel. The Swiss Airlines staff at the connecing flights desk had no empathy or kindness either.
She gave us a ticket for lunch (20 francs)to be used in speciffic restaurants of the airport only. Please note that the price of just a sandwich in one of them was 27 francs.
I just want to highlight:
- I cannot understand why the pilot did not wait for us, provided we were coming from a Swiss Airlines flight and knowig there is just one flight a day to Ljiubjiana (just 10 minutes would have been enough to avoid such a nightmare). I believe the pilot just did not care about us (the customers). Will anybody check it?
- In any case, I do not understand the absolute lack of empathy and kindness towards a customer. Is it too much to expect to be treated differently after having paid for a service that has not been provided (for whatever reason)resulting in a great problem for me? Is it too much to expect some empathy from your staff? Is it too much to expect thet the staff on the spot give an explanation on the cause of this nightmare?
I know I will not receive any kind of compensation. There will always be a justification (for example meteo) for not waiting for us in Zurich.
I just want to make sure that someone in your company, with human resources responsibilities, is aware of how you made me feel.
I am not just a number. I "was" a customer. But never again.
Best regards.

I noticed that swiss air has boycotted lauderach chocolates due their pro-family, pro - life values. This is unethical and totally discriminatory! Swiss air is being bullied by intolerant, anti family activists including crime, vandalism, theft, destruction of property, and threats! These tactics seek to destroy your businesses if you don't agree. So why are you giving in to criminals? This is what communists do! They only tolerate their world view and everyone else must obey or they die! Is switzerland now communist? The chocolateir has every right to have pro-family and pro-life values. This is called freedom of speech, freedom of thought, freedom of conscience, freedom to help mothers and their pre-born children. Families are good for every country. Pro family folks deserve to not be bullied by others who have a different viewpoint. Please stand up to these bullies and keep lauderach chocolates. You do not see pro-life, pro-family folks destroying your businesses. Put the criminals in jail. Do not reward them!
Mrs. Janzen
American Traveler
I love Switzerland!

Bonjour
Nous avions un vol Genève Denpasar prévu le 24 septembre 2019
Réf : PWINJY

Suite au retard du vol Genève Zurich nous avons été empêche de prendre notre vol ZurixhhSingapour et nous avons été rebooke sur Émirats avec plus de 10 heures de retard
D'autre part nos bagages n'ont pas suivi
Merci donc de bien vouloir nous rembourser la somme de 600 euros par billet soit une somme totale de 2400 euros
Avec mes remerciements
VÉRONIQUE DRAPEAU

coiffard.[protected]@gmail.com

Dear sirs,

I flew from zurich to london on 22 september 2019 by lx 466 to attend sibos, an exhibition and event for banks & other finance related institutions. I has checked in my suitcase at swiss airlines counter in zurich. my suitcase went missing. I had registered a compliant at london city airport counter under reference lcylx14561/22sept19/1737gmt. unfortunately the suitcase was not delivered during my 2 days stay at hotel ibis shoreditch, london. all my clothings, shaving kits, my blood pressure medicines were in my suitcase. I had to buy shaving kits, shirts, under garments, umbrella etc. total cost gbp 82.94. the suitcase was delivered back to me in zurich on 26. september 2019 (after my return).
This is not the service one can expect from a world-class air lines like swiss.
Kindly advise how can you compensate me for this loss.

Regards
Syed emdad haider
Senior vice president
Ubl switzerland ag
Tel. +[protected]
Email. emdad. [protected]@ubl-switzerland. ch

Hello,

My recent flight from Manchester (via Zurich) to Antalya in Turkey was delayed and therefore we arrived a day late due to having to stop over in Zurich. Would we go about claiming any compensation from yourselves or via the booking agency (Sunshine.co.uk)? The flights were on the 18th of August...

There were 4 of us on the flight...

Sun 18 Aug 2019
Manchester > Zurich (LX381)
18:45 > 21:40

Sun 18 Aug 2019
Zurich > Antalya (LX8174)
22:25 > 02:30 (+1 day)

Please let me know,

Regards
Paul Cannon
[protected]
[protected]@embrace-digital.co.uk

on july 16.2019 my wife and me had a flight reservation, from Copenhagen to Lugano, arriving to cph check in we learned thate our flight from Zurich to Lugano LX2906 was cancellet, andwe had to contact your represent at cph air port and got a new flight from Zurich to Lugano at 17.40 instead of 12.35. So we had lost 5 hours of our day.
We believe we are entitled to be compensated at least with the price of our two tickets.
with comp. Dina & Haim Friedman
2a Anna Frank st. Ramat Gan 5252614 Israel.
E..ticket no. [protected] ...[protected].

On August 4, 2019, I went on Swiss.com website to prepay for 'first baggage' for flight LX55 (e-ticket # [protected]), leaving that afternoon. The website would not allow me to choose the $60. (usd) option. (My co-traveler, had initiated the transaction on her PC and was unable to finish the transaction because her PC froze.) Therefore, I went on the website to finish the transaction. ( It appears that the website was still 'seeing' the transaction of my co-traveler) It only allowed the $85. (usd) option, which was the fee for a second bag. I presumed that they (Swiss Air) would refund the extra monies charged. At the airport the !Swiss Air personnel assured me that Customer Service would refund the $50 (usd) overcharge. ($25. each way)!
I sent two emails to CS in Switzerland. Each did NOT address my issue of overcharge.
This is the response I received in the second email:

"Naturally I understand your dissatisfaction in view of your experience. I must inform that we cannot cover airport imposed costs. These are not directly linked with the contract of carriage between a passenger and SWISS. Hence, I regret that our stance remains unchanged.
I am sorry that this resolution might not meet your expectation and hope that you understand our position in this matter."
Yours sincerely,
Ilisapeci Kubunavanua
Consultant
Customer Feedback Services / R1S
Swiss International Air Lines Ltd.
Customer Feedback Services
P.O. Box
8010 Zurich
Switzerland
SWISS.COM

My name is Chrisi Vagianos and I was traveling with my 11 year old, daughter Sophia Loizos and my two other kids, Eleftherios Papanikolas and Eirini Papanikola .
My reservation number was UIZPLN.
And my older kids reservation UGB2DW
We were scheduled to leave Rhodes August, 23d to Zurich flight 8347 and from Zurich to Newark, USA flight 0018.
When we arrived to check in from Rhodes they told us that we only have tickets to Zürich and they had no idea what had happen ... ! They told me to go to Zurich and they will help me ... I go to Zurich and they did help me and they explained that the flight was cancelled .. I had no idea, I didn't receive nether a text or an email from Swiss Air to notify my cancellation !
They sent us to a hotel but I had my daughter crying because we had purchased tickets 500 dollars to go and see Shawn Mendes, Saturday the 24th.
The end result was that they put us on a flight Saturday and between arrival to JFK and the traffic going home .. my daughter missed the concert and she was devastated ! My son was part of a bridal party at a wedding on Saturday the 24th and it was an embarrassment not to be there for the church. They had to replace him last minute putting the couple in such stress !
I always travel with Swiss because I truly believe it's the best airline but I was very disappointed with the whole situation !

On lx242 on the 16 of August, there was a slightly chubby flight attendant who was passive aggressive and rude.
She questioned my drink choice once and gave me the wrong drink. The next time she came around, I made another choice and she acted like she couldn't understand me. Then she speaks to are partner in another language in a hostile manner. When I point out my correct choice to her. She just talks back and did not seem to care. I believe skin colour was involved in her bad attitude.

I travel through Delhi to Montreal via Zurich.
In Delhi airline provide wheelchair and assistance but in Zurich no wheelchair and assistance available.
I don't know what is the reason I consult Swiss counter several time but no body helps me.

I was in stress and I am feeling so bad It was the worst experience for me.

My name PUSHPA RANI MALIK
travel date 2 Aug 2019
Mail id : [protected]@gmail.com

I booked flights for my friend to fly with two rescue dogs. Phnom Penh to Madrid.
Had confirmation emails but when my friend arrived at Bangkok to transit he was told to go though immagration and collect the dogs and his bag,
By this time he missed the next flight and was told he had no onward flight.
So now I have lost the money on the flights booked, hotels booked and taxi booked for his arrival.

34A Hill Street,
Picton. NSW. 2571
Australia.

24th July 2019

Dear Sir/Madam,

Re: Delayed flight and consequences

I am writing to complain to you on behalf of my sister, Julia Bund, and myself, about a delayed flight which led to a set of extremely unfortunate and frustrating circumstances. Whilst we understand that it is inevitable that some flights are delayed for a variety of unforeseen reasons, we also understand that everything possible should be done to accommodate those people affected by such events. In fact, we believe that the airline and it's staff have a very strong duty of care to it's customers.

Following is our saga:

1st July 2019 - My sister and I were travelling on a Swissair flight from Venice to Zurich (LX1663) which was delayed. We were informed in-flight of any problems with connections and one couple, with an extremely tight connection for their connecting flight, were met by a gentleman on exiting the plane and escorted to their connecting flight.
Our next flight, with Swissair, from Zurich to Heathrow (LX338) was also delayed. As we were concerned about missing our connecting Icelander flight to Keflavik (FI455) we spoke to a gentleman at the boarding gate. He told us that the flight staff would sort it out and would contact us if necessary. Nobody contacted us or tried to get us off of the plane quickly (we were seated at the back of the plane), therefore, we missed our connecting flight to Keflavik. We believe that the flight staff's duty of care to us was sadly unfulfilled on that occasion.
Swissair did put us up in a hotel at Heathrow overnight. Heathrow staff told us that we could pick up our luggage if we wished but then we were told that it had been locked up for the night and there was no way to access it, so we had no toiletries or clean clothes (including underwear) for the next day.
Initially, when we first bought our flight tickets we weren't even going to Heathrow - Swissair changed the flights.

2nd July 2019 - Today should have been a day that we were able to sight see in Reyjkavik but we spent the day instead either in a plane or waiting for one. Swissair couldn't book us on a direct flight from Heathrow to Keflavik so we had to go via Berlin (BA984). When we got our British Airways boarding passes for that flight we specifically told them about the luggage being locked up and gave them the luggage receipts which were then scanned into the computer. We were assured that our luggage would go through to Keflavik.
My sister was quite unwell at Heathrow Airport while waiting for our flight to Berlin and we were not sure that she would be able to travel.
We finally arrived in Keflavik but, alas, our luggage, was nowhere to be seen. We contacted Lost Luggage at the airport and spoke to Sunna, who submitted a report. We were given a toiletry pack with a tee shirt in it. We were freezing as we had left Venice in summer clothes with the intention of putting on warmer clothes after landing at Keflavik. We had to catch a bus to Reykjavik at 9pm and then walk around Reykjavik in the cold looking for our guesthouse. We arrived at our guesthouse at 10.15pm thankful to be out of the cold.
After arriving at the guesthouse my sister received an email stating that the luggage had been found at Heathrow Airport and would be arriving on 4th July 2019 - that is two (2) days later. We sent an email requesting that the luggage be given a higher priority but to no avail.

3rd July 2019 - Another day wasted in Reykjavik because we couldn't go out sightseeing as we had been wearing the same clothes now for three (3) days and the weather was cold and wet and we had nothing to change into (especially if we got wet).

4th July 2019 - Yet another day wasted in Reykjavik and our 4th day in the same clothes. Julia and I spent hours on the phone to the Baggage Department at Keflavik Airport. Even the hotel staff and airport staff, on the phone, could not get us any information even using the website 'Find My Bag'. Finally after being 26 in the queue Julia spoke to a lady and was told that the Department involved did not open until 12 noon and to call back in 1 hour and 10 minutes. Just after that we received a message from the Hotel Manager that the luggage would arrive that evening.
Julia's luggage arrived at about 8pm but mine didn't. Julia phoned the airport and was told that both bags had arrived this morning at 9.36am. My luggage finally arrived at 9.45pm

Questions
Why didn't the Swissair flight staff assist us with our connection?
Why couldn't we have access to our luggage at Heathrow Airport?
How did our luggage get left at Heathrow Airport?
Why couldn't our luggage be put on the next flight to Reykjavik, that is, 3rd July, instead of 4th July?
Why did it take 12 hours for the luggage to get from Keflavik Airport to our hotel in Reykjavik?

Julia and I both live in Australia and getting back to Iceland is probably not going to happen so it is very frustrating that we lost a night at the guesthouse that we had booked and paid for and we lost three (3) days sight seeing in Reykjavik. We had lots of worry and stress because we were going on a 4WD trip the next day (5th July) and were to be away in the mountain region for the next two (2) weeks (obviously that wouldn't be happening without appropriate clothing) and we missed the Welcome dinner for the trip because we had nothing to wear.
I am sending a copy of this letter to all three airways concerned because my sister and I believe that this problem (which had snowballed) would not have happened had the airlines been more customer focused and diligent with their duty of care.

I look forward to your reply.

Regards,

Janice Buhl.

We were flying on Swiss Airlines from Chicago to Zurich. We are very dissatisfied with how Swiss Airlines employees handle their carry on baggage policy. It states on their website that the maximum size of a carry on bag is 55 cm (21.6 in). Our bag is exactly 21 inches including the wheels. When we were boarding, we were asked to check the size of the bag by fitting it into the measuring device. Our bag didn't fit it to our big surprise and to the surprise of the other passengers who had similar size bags. We measured airport device with a measuring tape and it was only 20.5 inches long. We have a picture of the measurement that we can submit. When we pointed out extremely politely to Swiss Airlines representatives that the Swiss Airlines device is incorrect, the representatives became very rude and cancelled our boarding passes. We were flying with our daughter who just had a surgery and was awaiting another surgery and had a lot of things necessary for a transatlantic flight. If we knew that Swiss Airlines only allows 20.5 inches, we would've packed differently.

Ladies and Gentlemen,
below short summary of my flights:

02nd July:
departure from Dubai via Zurich to Stuttgart.
Rebooked from 07.05h departure Zurich to Stuttgart to 09.35h.
Very unfriendly staff at Zurich counter where I collected by new boarding card !

20th July:
departure from Stuttgart via Zurich to Dubai.
Instead of 10.50h from Stuttgart arrival Zurich 11.40h / departure Zurich 12.25h and arrival Dubai 20.45h following unbelievable three ! rebookings happened:

First change:
19.15h from Stuttgart - arrival Zurich 20.00h / departure Zurich 22.15h arrival Dubai
06.25h

Second change:
20.50h from Stuttgart via Lufthansa to Munich arrival 21.35h / departure Munich 22.35h arrival Dubai 06.30h

Due to delay of more than 1 hour which means no connection to Dubai in Munich any longer - again a change ! I missed 2 important meetings in Dubai which were schedule for 21st July.

Third change: 1 day later
08.20h departure Stuttgart to Frankfurt arrival 09.10h / departure Frankfurt 11.00h with Emirates arrival Dubai 19.15h - which thanks God - happened in time.

Besides of the usual compensation which should be around 400 EURO, attached Taxi costs which I had due to getting in and out to the airport. According to Marie Budner who was the only one who was very much supportive and re-booked my flight for next day, nothing went smoothly. She also confirmed that copy of Taxi costs will be sufficient to get these costs reimbursed (262 EURO). For sure I can send originals to any address mentioned from your side.
Since I have already booked my flight to Stuttgart for next month before this inconvenience happened, I hope everything will work much better. If not, I definitely will switch to Emirates Airline. Looking forward to your response and reimbursement. Regards Iris Seiffer

When we arrived in Zurich, a friendly Swiss agent was waiting by at gate as we disembark. Sees our boarding pass, says "yes, Budapest, gate 54 right there". Points to a gate just a few meters away. There we waited. As the time approached and no one else showed, we checked and found that she had misdirected us. So we ran to the other terminal. When we arrived the shuttle bus was still there, but they refused to let us board and sent it away. Never, ever again on Swissair - not a clue on operations or customer service! No help or courtesy from the original (unidentified) agent who misdirected us, nor from check-in agent Limacher Roman, his supervisor D. Chetelat, transfer desk agent D. Anioke-Cipoli, nor her supervisor. I booked this ticket via Tauck and will be instructing them never to put me on a Swiss (or Lufthansa) flight again.

Madame, Monsieur,
Je souhaite vous faire part de mon mécontentement concernant mon vol Bruxelles-Zurich du 9 mai dont référence ci-dessus.
Suite au retard important de ce vol, il ne me restait qu'un laps de temps très court (même pas 10 minutes) pour attraper ma correspondance LX176 à destination de Singapour.
J'ai dû courir le plus vite possible dans l'aéroport en espérant arriver à temps à la porte d'embarquement.
Vous imaginez quel stress alors que vous auriez au moins pu, vu les circonstances particulières, venir me chercher en voiturette pour me conduire à la porte d'embarquement.
C'est le service que donnent d'autres Cies aériennes.
Je vous rappelle que j'étais en business pour mon vol vers Singapour et que c'est la troisième fois que je voyage vers Singapour avec Swiss Airlines.
Je reste dans l'attente de votre réponse.
Cordialement.
Elisabeth Crahay

Good Day
Never fly Swiss Air or Work with Expedia.com. I enjoyed a great vacation to morocco only to end it completely stressed out. I booked my flights via Expedia, an online travel agent via the Sky Scanner website. My return flights were Marrakesh - Geneva - Zurich - Beijing. As I was going to be in transit and had no intention to leave the transit area, I saw no problem. On arriving at the airport to depart, I was told I could not take this flight. The explanation was that there is a rule stating that one cannot transit in two Schengen areas for more than 24 hours. I was less than 24 hours but it was on two different days. This was unknown to me and there was nothing told to me via Expedia or Swiss air. I had been in contact directly to Swiss air with regards to other aspects of my flight, so there should have noticed this before. The staff at the airport gave me this reason and said they can't help and were quiet rude about it. Directly telling me its my own issue and walked away. I asked for help at the Swiss air office to call the customer care and they refused to allow me to do so, again saying it's my own issue as I did not buy it from them directly. As I see it, they set the route and times of the flight and have an obligation towards customers even if I did not buy it directly from them. On contacting Espedia, the agent said they can't assist as they get the tickets directly from Swiss air and they set the routes. At the end of that day, I was forced to buy a new ticket from Swiss air at 700 USD. Both Airline and travel agent denied accountability for not having any disclaimers and say I need to know my travel laws. To me, this is an easy way to get out.
The next day, after spending close to 100 USD on calls and sleeping on a friends couch, I went back to depart. I was the first to arrive and first in line but the last to board. Once again the rude Swiss staff had issues about my flight. This time I bought the ticket directly from them and only had 2 hour stop in Munich. They had no idea if I could take that flight now and made me wait 2 hours. What was worse was that management was called down to help me but never did. The lady issuing tickets had to go up after half an hour of waiting to state my case. After another 45 minutes of no one telling me anything, I decided to go up and speak to management who brushed me of stating I should have patience. At 12.28, 2 minutes before boarding can close, they said: ok go in. This was without even an apology. On the flight they mixed my meals and all together was the worst flight and experience ever.
Swiss air, besides being incompetent in knowing their laws and getting meals right were the rudest bunch of staff I came across. Its easy for big airline companies to push customers as they see fit, especially when you are desperate.

Airline is beyond unreasonable and disgustingly arrogant.

Made my friend and I miss our connection flight because of Immigration reasons they did not help us with. Then after missing our connection flight they charge us $600 to continue onto our destination, ethical? Things get better! We arrive at our destination after missing our zurich to Greece connection, we miss our Athens to kefalonia connection and a hotel night stay. We arrive in Athens to find out guess what the bags we were "promised" and a phone call was made right in front of us were LOST.

Now we've spent over $900 because Swiss dint check our passports correctly. They then lose our luggage so we have to go purchase clothes, toiletries etc. Costing $400. No one at Zurich could find our bags or contact us...
Now I have filed a complain TWICE and each employee (Mereoni) sent me a check for $176, never replying to my concerns and emails after I never confirmed that this okay to send or ENOUGH! Then to tell me the matter is closed and SWISS has done their job adequately. Ignoring my emails and just sending me a meesly check for $176!

I will tell everyone I know to never fly SWISS Air because they have no understanding on customer service and their staff is not trained professionally and correctly for million dollar business.

Worst experience of my life and I'm still paying for it because of SWISS AIR

Flight LX 296 - Kellen Wangari Gichohi

I wish to expresss disappointment that i seat reservation between Zurich and Nairobi was automatic. And the online advise to change seats at the airport did not bear fruits for me or the aircanada flight attendant, despite a window seat being avai lable.

For standaridization purposes, its only fair to accord travellers the same rights. Should the airline change its policy to automatic seating, let travellers know in advance ( buyer be aware).