Swiss International Air Lines
Reviews and Complaints

Details:
Date of incident: 11th September 2018
Flight Number: LX155
E Ticket Number: 724-[protected]

Traveled from Mumbai to Zurich airport by a Swiss airline LX155. After landing at airport I found that my luggage bag is severely damaged and one rolling wheel is missing.
The luggage bag was in perfectly good condition before check-in and boarding pass procedure. Found it damaged when picked up from luggage belt no 25 at Zurich airport

Desirable resolution : Repair cost

Hello
My name is Hossam Elgendy. I booked my round trip flight on Swiss Air From Cairo to Calgary via Zurich (1 stop) When I booked this flight it was a 1 day flight and it took me a long time to find this flight with no overnight layover because I have kids traveling with me. The flight number is SWISS 239. Departing from Cairo in September 13th at 2:30 am and arrive to Zurich in September 13th 6:40 am and with a layover of 6 hours and 50 mins. Then departing from Zurich at 1:30 pm on the same day to arrive to Calgary at 3:30 pm in September 13th. But suddenly 5 days before our flight date, we received an email from Swiss air informing us that they made a change in our flight dates from Cairo to Zurich to be a day earlier. And so our new flight will be SWISS 237 departs in September 12th 2:30 pm and arrive to Zurich at 6:40 pm with a long layover of 18 hours and 50 mins. Instead of 6 hours and 50 mins in our original booked flight. We contacted Swiss Air and asked them to arrange a hotel to stay in overnight because of this long layover that resulted from the change they made in our booking and we explained to them that we are not responsible for this long layover that was made by them and we are not supposed to suffer for their changes they made in our itinerary.
But unfortunately they refused to arrange for a hotel in Zurich to stay during this long layover and refused to take the responsibility for the changes that was made by them not by us.
Please we ask you to resolve this situation because I have 3 kids traveling with me and they will not be able to stay in the airport overnight.
And I know that bylaw when the airline make changes to the itinerary they are responsible to handle the consequences that happen to the passenger due to the changes.
Attached to this message a copy of Swiss Air response to our complain to them and out booked flight

Thank you
Hossam Elgendy

Flight No LX 0147 Delhi to Portugal 09 August 2018 Seat No 029F by the name Vedant Gupta.
I traveled by the above mentioned flight and my luggage got misplaces. I had complained about the same at the airport itself via File Ref No: LISLX11070.
Its been 2 days still there is no trace of my luggage. I am a student in portugal and all my clothes, my documents were there in the bag. I tried calling swiss airlines in portugal but there was no response. cause of this mismanagement i am facing a lot of hardships. Had to buy new clothes. My resources are limited and i have spend a lot on everything till now. Please have my bag delivered . Its a sincere request.

Hi
My wife and I were on this LX327 flight. (to take off on 6:40PM.) But it was cancelled due to some issue. You can check your airline record to see this.

1. The airline didn't arranged Hotel for that night.
We ended up can't get a hotel near by. (We took the Taxi out to look for near by Hotel. But it is all booked.)
We ended up take the TAxi back to London airport and stayed without sleep to take next morning's 6:00AM flight. And we need to pay to take Shower at airport.

2. And my hotel reservation at Zurich for the night of 6/30/2018, 2018 is non-cancellable. Please see attached phone.

3. total lost
Except our schedule got badly impact. My lost from 1 and 2 is as follow:
Hotel no-cancellable: CHF 111.86
Taxi: EU $30
Shower fee EU: $50
----------------------------------------
Total ~CHF$205

Again this is not including the bad schedule impact you got.
I like to get at least this amount of refund from you.

Please email me or call me if you have more questions.

My email adddress is alex.[protected]@broadcom.com (Same email I used to book Swiss airline ticket).
And my cellular phone is +[protected].

Thanks,
Alex

Hi,

I am an indian citizen and holding valid US visa. I had more than 2 day stay in Zurich airport. Since we are not having valid schengen visa, we had taken written permission from newyork swiss embassy that we can stay in transit area during our stay, hence we booked hotel at Zurich airport in transit area. we have written confirmation of all these communication .

Even though we produced all written documents and willingness to stay at zurich airport transit area, we were not allowed to board the flight.

I am forced to take later flight which is way to costly, I request you to at least refund me the amount of my alternative tickets.
Details of tickets are as follow:

Name : Amit kumar sharma
confirmation #: NBI2QD

spouse:
Name: Prachi shukla
confirmation #: N9KL6F

our flights are from delhi to Zurich on 13th July and from Zurich to Boston on 15th July.

Kindly help us as soon as possible.
My email id is amit.[protected]@gmail.com
phone: +[protected]

Thanks,
Amit

Dear Sir/Madam,

I lodged a formal complaint 30 March 2018 with respect to adverse treatment I received fromn Swiss airlines at Zurich, and also sought a refund for flights tickets.

To date, this organisation has NOT responded either with any response to my complaint, and the refund for unused portions of my flight tickets.

This is despite lodging a claim over one and half months ago, and SWISS airline failure to respond.

I seek an urgent resolution to this, and an investigation to this airlines customer relations and customer service ability, and appropriate compensation for the indignity with which they have treated us to date.

Thank you

Talit Paul

--------------------------------------------------------------------------------

From: Swiss International Air Lines
Sent: 30 March 2018 16:52
To: [protected]@LIVE.CO.UK
Subject: Rebooking Information J5OALG

Information after rebooking

SWISS

Booking reference: J5OALG

Dear SWISS Customer.

We regret to inform you that your original travel itinerary can no longer be granted due to an irregularity to one of your flights. Therefore we have rebooked you to another solution.

Please find below the new flight arrangement we are providing you.

We apologise for any inconvenience.
Regards, SWISS

Original itinerary
Original flight number: LX454 30Mar
Departure time Zurich (ZRH): 19:00
Arrival time London (LCY): 19:40

New itinerary
New flight number: LX340 30Mar
Departure time Zurich (ZRH): 20:55
Arrival time London (LHR): 21:40

You can check your itinerary on swiss.com

Manage your booking

Flight details after rebooking

Flight
Zurich (ZRH) - London (LHR)

Fri. 30.03.2018

20:55 ZRH 21:40 LHR
Latest check-in:
not available

LX 340

Please note

• All times are local times at the departure airport.

Dear SwissAir representative.

My name is Radoslav Bily and I am writing this letter in regards to the unpleasant experience I had when traveling from Budapest to Los Angeles and the financial expense I incurred as a direct result of the SwissAir's conduct.

Myself (Radoslav Bily) and my brother Peter Bily were scheduled to board the flight #41 on December 17, 2017 airline confirmation #:MK49YE
See attached: Exhibit A

We were unable to board together because my brother's passport was expired. At this point we were split and I continued as scheduled and boarded the plane bound for Zurich and then for Budapest. I arrived well and sound on December 18th, 2017 to Budapest. Great flight.

My brother was turned away due to non-compliant passport. He needed 48 hours to correct this issue with his embassy.
At this time after discussing this issue with the SwissAir representative (in Los Angeles Airport) the member of the SwissAir management team rebooked my brother's flight with a departure date for December 21st, 2017 (same flight #41) continuing to Budapest (flight #:2258). Eventually he arrived well and sound on December 22nd, 2017
See attached: Exhibit B

We enjoyed our Christmas with our family and both came back to Budapest (on January 7, 2018) to board our return flight to Zurich at 8:00 pm (LX2259).
At this point my brother was ready to proceed and board the plane but I wasn't. I was told my flight was deleted. Correct. deleted. I was sent to the counter called celebi Ground Handling office.
They told me that because I was a "no show" on December 22nd, 2017 (the date when my brother was arriving) they cancelled my flight completely.
You can imagine the level of frustration I have experienced knowing that I have no return flight.
I was trying to explain to the representative that I was already in the country since December 18th, 2017 so I could not be on both flights. She understood but she could not do anything about it except to rebook me on the next flight. Scheduled to depart the following morning at 9:45 am. I had to find a way to spend a night and board the plane next morning. When I asked the representative about making hotel arrangements for me she denied saying she is unable.

Because of the chain of events (which happened outside of my control) I am requesting to be reimbursed $117.86 for having to spend one night at the IBIS Styles Budapest Airport.
See attached: Exhibit C and D

I am looking forward to hear from you.

Best Regards,
Radoslav Bily

On 30rd Of November I traveled from Brazil to Oslo with Swiss airline, when I arrived at home from the airport on 1st of December I realized that my luggage has been Damaged during the flight.

Then started a long process to report the damaged and to ask for a refundi.

After comunicating with different departments I was directed to speak with
[protected]@swiss.com, after several emails and informations exchanged, the consultant Victoire Mazakala from
Customer Feedback Services / R1C, on 8th of December sent me the follow email as a result of my case:

"Case no. 1712-LX-00342
Dear Mrs. Souza,

Thank you for replying to me.

On behalf of SWISS, please accept my apologies for the damage to your baggage. Airlines generally reimburse the costs for repairs to damaged baggage. If the item is not worth being repaired or cannot be repaired, we will reimburse the current value of the item. We base our calculation on an annual depreciation of 10% per year.

I hereby, confirm the transfer of NOK1800 for your bag that is 1 year and a half old. This amount will be credited to you within fourteen days.

I wish you many pleasant flights with SWISS in future.

Yours sincerely

Victoire Mazakala
Consultant
Customer Feedback Services / R1C

Swiss International Air Lines Ltd.
P. O. Box 2013
8032 Zurich
SWISS.com"

In the email above she told me that the money would be transfered to me in maximum 14 days, but until now I didnt received anything. I have sent 3 emails already to them since 23/12 but they did not reply.

So, I come here to ask for an explanation and also to know when I will receive the refund that was promised.

Looking forward to hear ftom you,
Kind Regards,
Paula souza

Following is all the informations :
Case no. 1712-LX-00342
My name is Paula Guimaraes Marques de Souza
Address: Lisgrenda 83 3528 Hedalen, Norway
Mobile: +47 [protected]
Ticket number:
[protected]
Ticket reference number: L25XBU
flight Sao Paulo (GRU) - Oslo (OSL)
30/11/2017 LX 93
01/12/2017 LX 1216
Bag Identification Tag number: LX 55731
reference for your damage baggage DPR OSLLX11093

My son Dmitriy Morozov had a ticket number [protected] from Zurich to Vancouver flight number LX 8010 on August 17 /2017... He was supposed to be met by a Swiss Air representative at Zurich, he had order for wheelchair assistance service/guide. He got lost because he did not get any help. Services were not provided. He got lost at the airport for long period of time. He is a person with disability, and Swiss Airline ignored his special request ordered before his flight. As a result I had to find another people in Zurich in order to find him, and had to pay to them 500 American Dollars . This kind of rude mistake should have never happened to any passenger. I claim to reimburse 500 dollar for private finding service, and 1000 for moral suffering as a compensation.

I have had a very bad and disappointing experience with Swiss air on my return flight from Zurich to Kathmandu.

Date of departure 11 August 2017. Swiss air flight no. LX 0146
Status: business class
Ticket number: [protected]

I checked in the night before the day of my travel.
Checked in on 10august 2017 around 9:45pm (Zurich local time) to ensure stress-free travel. This is because I was travelling with my two children age 7 and age 10.

My children and I came to Zurich with our travel route:
Kathmandu transit in Delhi (transit 6hrs) then Zurich.
The airlines used for my travel were jet airways and Swiss air.
My baggages we checked in directly to Zurich from Kathmandu.

On my return journey the person at the Swiss counter without reading my tickets correctly tagged my to Delhi instead of my final destination Kathmandu.

I noticed the error and mentioned that my RETURN destination was KATHMANDU and that Delhi was only a TRANSIT point. Therefore requested that my baggage be checked-in to the final destination (in this case Kathmandu) .
(like the way I arrived Zurich... Direct check in baggage from Kathmandu)

The reason of complaint :
I didn't know that my baggages would be off loaded in Delhi.

This is because another friendly staff of swiss air in Zurich made few calls and then scribble with a pen on my baggage tag(traveller baggage copy tag)ktm. So out of trust for the brand "Swiss air" I assumed the labelling of baggage tags to KATHMANDU instead of Delhi resolved the problem .(copy of my baggage tags are attached to this email)

I found out in Delhi that I had to go collect my baggage through the custom and immigration and recheck in... I was infurated disappointed
...keeping in mind that I had my two young tired children with me...

Point to note: what if I didn't have a visa for Delhi?

What a service... Rude Deception!

For a international reputable airline to provide such a service is of utmost disappointment.

Therfore this is to bring to your attention that something needs to be done to avoid such horrible experience to other passengers... And i want to know what you can do to make me assured that I should travel Swiss air ever again!

On further notice I was travelling with my children... BUISINESS CLASS... For what?! For inconvenience? is that why we PAY so that our journey becomes an ordeal!

At this point besides being angry disappointed as a passenger... I am one infuriated parent who had to pay both in time and money for extra stress... Exhausted children... And a horrible service of swiss air at Zurich...

A very disappointed and angry passenger of swiss air,
Pema Tuladhar

My name is egzona osmani Traveling with infant we travel from chicago to zurich we had flight delay in chicago and missed the flight from zurich to pristina they did not want to help me they treated me really bad i had 3 months old baby with me! My husband had to buy me ticket to skopje otherwise i was stuck in the airoport i spend soo much money..

To who I may concern
I Qerim Kurpali I'm opening a claim for my mom Mejreme Kurpali which one has been kept at the airport of Zurich for 2 days.
She has been on conscious at the airplane landing from New York JFK to Zurich and final destination was Pristina - Kosovo . Before The airplane land to the Zurich she was conscious and then they kept her at the hospital at the airport. Where the doctor unprofessional and undisciplined forced her to pay for the hospital otherwise they wouldn't take care of her, after that because there was no plane to fly to her final destination they made her sleep at the hotel where she has to pay the hotel as well.
I'm really disappointed with Swiss Airlines been on responsible for their actions were they had to pay for everything but soon as I pay for the flight and everything else was included on her flight ticket. If there is no respond from Swiss airline u will hear from ly lawyer thank u .
Jerry [protected]

I was trying to book online two flights using swiss.com.
Flight details:
Iad-zrh, jul13, 2017, price usd552
Zrh-yvr, aug03, 2017, pirce usd254
At the end the grand total was usd806. Once I got to the check-out the price was raised with no explanation to usd1130.85. Customer service's answer was that this ticket is no longer available. Still, the system kept offering me that price. A grand total is suppose to be legally binding.

Dear sir / madam,

I made the booking on 24.12.16 at 23.20 for 25.12 - 08.01 london - saint - petersburg and return. Not only my booking was deleted (as it said on your web site) and I had a pleasure of dealing with customers service of swiss.com uk who kept telling me that I only have return ticket and made it through the agency - had to book another ticket but got charged for that first error booking which I couldnt even use since it didn't exist on your system!

Oksana japal. Card visa debit ending 1743.

I need my refund for the first error booking since payment went through.

Thanks

Hi everyone,

I'm Dario and with my girlfriend we booked 2 tickets A/R from London to Crete on the 21th of December. My girlfriend had to go back home before and she is not able to use the first ticket. They will erase also her Return ticket since she didn't use the "going to". This is an abuse of authority as they are not letting me using a service I paid for only to sell it at higher prices later... Just because they can... this is very disappointing...

I was traveling on Swiss air flight from Zurich to Munich and one Swiss flight attendant that was not working was sitting in a seat infront of me. She lower her seat during the time when refreshment was served and she did not want to raised it even after I asked. She said - This is my seat not yours. For that reason I could not put orange juice on a tray and I kept it in my hand. When I tried to reach something from overhead compartment some juice went on this person. I apologized and offered assistance but she went crazy accusing me that I did it on purpose!? As I am not 5 yo I told her that it was not in any way purported. She than took a bottle of water and spill it all over me and passengers around me. I repeat, this person is employed by Swiss Air. All passengers were shocked. Working flight attendants were of no help, they focused more on calming her than helping me and they did not want to call the first officer even though I asked. I asked for her name to report her and they gave me only after I insisted several times. Her name is Pollstoeckl Antoinette. After the plane landed, she passed by me, looking at me as she wants to fight. This level of unprofessionalism and rudeness is beyond me! And all this happened after I was late for one day home, because Swiss flight was late and they could not secure earlier flight for me. I am never flying with them again and I will advise my friends and colleagues against it as well.

I Mr. Predrag Ljubicic did fly from Montreal Canada to Zurich Switzerland on Jan 09 and 10 2016 starting at 16:55. Flight no wasSLW6RCE.
I'm 6'8" tall and I never before had seen such small leg room in any other airpline I used for last 18 years flying from Canada to Europe and back.
When buying ticket as well as checking out at ticket attendant no one noticed to me that those sats are that small. They are build for up to 5'8" probably tall people.
From very first time I tried to fit in that seat and as soon as my knees had hit the seat in front of me and my back was stuck on my beck part of my seat keeping my b**t about 3-4" above seating surfice I had realised that I could not be able to fit in it.
I called a lady atendant showing her my position and asking if there is any available seat at emergency exit or any other with bigger leg room.
She called her colegue and from very first moment they both asked me to jump first on my b**t in my seat and in that way my knees will come latter and will be stuck in the air and pressed against seat in front of me.
Considering the fact that I'm 320 lbs weight, that was not possible for me to do so without injuring myself very seriously.
It also would be not possible for me to get out of seat even if I could jump on my seat as they required.
For my own safety I refused to do so and from that moment they both become very rude to me, talking with me on supprime manor and black mailing me as if I do not do exactly what they ask me to do I would be kicked out of an airplane.
I tried once again and was stuck same like before. Then one of them was screaming at me asking me to bent my beck forward and she also was pushing my head forward and down untill my forehead hit the top of the seat in front of me.
On the end of that movement she even was pressing harder on my head like she wanted to make sure that my head will stay there.
That was painfull for me, while they both were joyfully laughing at me.
I was suporting my weight with my both arms against arm rests on my seat and because of that I could not do anything to selfdefense myself from her torture.
Other passangers were smiling for first time but when they saw that she was abussing me they all asked them what are they doing to me.
At that point they both leave me alone and run away towards beck on the plaine.
I was left like that for as long as it takes to plane to take off and reaches flying hight.
It was very painfull for me to stay in that position. I hardly and painfully got out of the seat and asked to talk with a Capetan on the board.
One gentleman come to me asking me what is the problem I explained to him my situation and he told me that he is going to talk with captain and will be back to me with possible solution.
After a few minutes he come back as he said and told me that Captain will give me a seat in bussiness class as apologize for my pain and suffering.
Latter on I asked that genleman to give me all names and model of that plane.
Acording by his writing those two extremly rude and abusive ladies attendants were names
C. Walteran and St. Tschanz.
Captain name was J.P. Tappy and name of that nice gentleman was Hannes Kern.
The tipe of the plane was A 330 - 300 and it was 5 years old.
This was a horrible and painfull experience for me. I will never fly with Swiss again. I will not suggest to anyone who I know to ever fly with Swiss.
Swiss is far the worst airline company I ever fly with.
Those Nazi oriented ladies must be retrained and tought of basic human rights and how to deal with humans.

Officially the worst airline experience we have ever encountered, and we fly a lot! From London to Geneva, we were delayed 7 hours! and stuck on the plane with 1 cup of water and a sandwich for the entire duration while we waited and were treated like cattle at best. The staff were rude and arrogant and no apologies were forthcoming. We had a small family (2 toddlers) and no empathy was shown for our situation, keeping them entertained and in their seats for 7 hours is not easy.We were then diverted to Zurich, where we were met with even less help and more staff rudeness. The manner in which the whole situation was handled was appalling. We ended up paying for our own hotel and transfers with not a care shown from Swissair staff. Our return trip was even worse, our flight from Geneva to London was cancelled late in the piece, they then lost our luggage and again showed no compassion or care. Their staff are highly arrogant and unhelpful, the worst we have ever encountered. I would never fly Swissair again and recommend you do the same. They are the most unhelpful, incompetent and arrogant airline in the business and should be ashamed at their lack of customer care and service. Never again!

Inflexible and Stupid Customer Service at Swiss Everyone knows the ‪#‎security‬ situation in Europe and that the capital cities in ‪#‎Europe‬ like ‪#‎London‬ are not safe, especially after the recent attacks there. We also know that the situation isn't something that Swiss can guarantee and therefore we wish to play safe as we don't want to expose ourselves to a potentially risky environment. We called in the customer contact centre in ‪#‎Singapore‬ to request that we forego the Zurich - London - Zurich legs of the flight [Ref: We were informed that if we skipped these 2 legs our ZURICH SINGAPORE return would automatically get cancelled and that the team in #Singapore has "no control" over this. Given that we are simply foregoing 2 legs and Swiss can potentially even resell these tickets, I find it nonsensical to receive such an ‪#‎inconsiderate‬ response especially given the circumstances within which we are requesting this. We need someone to provide a more sensible and considerate response to this! ‪#‎Swissair‬ response sounds like they place even a human consideration now in the hands of a machine throwing the rulebook at me to say why they cannot think beyond their stupid reasoning. #swissair ‪#‎customerservice‬ poor. Don't ‪#‎flyswiss‬

Hello,

I would like to file a complaint about Mohammad Bari.
Yesterday on 8/17/15, in JFK international airport, during checking in to our flight from NY to TLV with my wife and daughter, we asked this person several questions about a 2nd baggage fee that we were asked to pay. Mr. Bari was extremely rude and disrespectful when all we wanted is to understand why are we being charged, since the total wight of our entire baggage did not exceed 23K per baggage . Since we did not have a choice, we paid the fee and after we finished the checking in process I asked him for his name, not only he refused to give it to me and identify himself, he also grabbed my phone when I tried to take picture of his name tag and to top it all called security on me. I have never came across such a rude and unprofessional behavior and wanted to share this incident so that other costumers will not go through the same experience with this specific individual. I certainly hope that his supervisors are reading this review and will take necessary actions to prevent this kind of behavior in the future. I have attached a picture of Mohammad Bari to this complaint, whatever I was able to capture.

Kind Regards,
Shmuel Nissim