Swiss International Air Lines
Due to Covid, my March 3 flight cancelled bySwiss. It took weeks to get through to them on the phone, and get a refund. However they failed to refund separate charge for seat preference ($70). I called again April 3rd, April 24, July 24 and again August 8th. Always told it was going to be reposted on my credit card. Never happened, and have been disconnected at least 7 times, twice while waiting on hold for over an half hour. They are dishonest and stingy.
In February this year, i flew 4 times with Swiss: Amsterdam-Zurich, Zurich-Hong Kong (from Hong Kong to Auckland and back, i flew with Virgin Australia via Melbourne/Sydney), Hong Kong-Zurich and finally Zurich-Amsterdam. Excellent and attentive crew from my personal experiences, with Swiss, but the Zurich-Hong Kong and Hong Kong-Zurich flights were not full (due apparently to the already ongoing Covid-19 health crisis at that moment in Asia). What happened post-Covid 19 pandemic in Europe, apparently involving the whole airline industry worldwide, i really can't comment. Have a nice evening.✌
I wasn't sure what to expect flying in August due to Covid - but I had to get back to the Uk and choose to fly with Swiss as I have never had a problem with them before. Bangkok airport was empty, check in was easy and very quick. Boarding was complete within 10 mins as there were so few passengers on the plane - luckily this mean we were all spread out. I had a whole row to myself (window seat to window seat) which was amazing as everyone could lie down and get some sleep I flew Economy - food service was good and efficient - the main course. - veggie - didn't have much taste but the dessert was delicious and I loved the red wine! I really like how Swiss has the help yourself snacks section by the toilets (chocolates, pastry, bananas and bottled water) - great for midnight snacks! All staff were very friendly and wore face masks - passengers also required to wear face masks the whole time. We were given disinfectant wipes as we boarded and before meal times. Good selection of films and pretty comfy seats. usual small pillow and blanket provided No amenity kit, I'm surprised Swiss have't started doing economy ones by now. I know not all airlines do, but Philippines Airlines and Singapore Airlines both provide a toothbrush, eyemask and socks. I expected more of Swiss. I felt safe flying despite Covid and will continue to fly with Swiss.
Not a bad flight overall, although there were a few disappointing aspects to the flight. The USB plug for my seat didn't work so I couldn't charge my phone during the flight (this would be a problem for a longer flight...), and while we didn't have trouble with our reservations -- the airline had double-booked the seat of someone sitting next to us. Very unpleasant situation if it happens to you, especially when the flight is quite full... The seat tray was also very inconvenient, although I don't know if that's the fault of the airline or the airplane (we were on an Airbus A340-300), I don't know what the person who designed that tray was thinking... I was also left with VERY little space when the person in front of me reclined backward. The meal (breakfast) was fine, although we weren't given a choice -- it would not have been good for someone who doesn't like eggs. It was also very cold in the cabin during the flight. The flight attendants, on the other hand, were very friendly and the flight itself went very smoothly and arrived on time.
Swiss slowly but surely became a joke and do not care about the customer. Confirming the flight and cancelling it the next day while keeping the reservation for the flight back is just terrible and the customer service telling the customer that it's not their problem how you will get there is just insulting. We just have the impression of being scammed. We used to fly with this company a lot, but lately it is from bad to worse. If you want to fly with them, just don't because you might be scammed by them.
My flight got cancelled 1 week before flying, but luckily they found me a flight in the next day however weirdly, I will need to pay the additional luggage fee (50 EUR) for the new flight as they can't transfer that part of the money from the paid old flight but only able to apply for a refund, so I agreed. However, ever since then (mid May until now, more than 3 months) and I still didn't get the refund. Called them twice and the customer service just said they can't help but I just have to wait. Can't believe this is the service within Lufthansa group, even Vueling made the refund quicker....
Nothing but problems with my boarding pass on their app. Had my two passes for the connecting fights. Boarded ok in malaga, getting off the plane the next boarding pass was visible it even updated with the fate number. Then the problems started,in the shop my pass had gone,leaving just the flight details. Causing problems with buying my duty free. It was eventually treated at the gate by printing a physical one,which then refused to be scanned! There seemed to be a lot of mix up of seating on boarding,real mess.
A smaller five seat wide plane this time. Boarding was smooth,fast,and we left on time Landed early,and the when experience was a good one.
It is sad that the coronavirus didn't shut down this company yet. I have traveled with Swiss just now. Paid 150 chf for 5 extra kilos of the luggage, because of their bug in the system. My experience with Swiss airlines is random. Sometimes they are just rude, sometimes they are greedy. During covid times they are rude and greedy. Avoid them if you can, if you don't want to pay a lot just to get cheap-to-no service. Those guys are unfortunately not competitive.
Zero quality in customer service after randomly redistributing all the seats in the plane and no information provided (we were moved from raw 6 to 38 with no window). Importantly, and despite being mandatory the use of mask, the crew did not use it during the flight (especially the attendant at the back of the plane in a yesterday flight LX2115)
Mixed bag this time,we were put on a wide bodied jet, normally used long haul,and it was almost empty. No air bridge again,and being a big plane it was a long flight of stairs. Staff excellent as always, seats and legroom average but comfy,the seats reclined. We got an air bridge upon landing.
Thanks to Royston, I have experienced the Worst and a very rude experience ever. I asked for an update on my refund and was given a Text book answer and when you follow it with another query, you get a customer agent who refuse to respond to you and wait as if he has not been asked a question. There was a very awkward silence which I found hilarious and when I gave up playing his game to my surprise he asked “is there anything else I can help you with”. Dude, you just ignored all my questions with an Awkward silence stand off for 2 minutes. Swiss Air- this kind of service is appalling to top off the fact that I am still waiting months for my refund.
Cancelled my flights twice and still waiting for a refund. Customer Service non existent. Any and all contact all you get it please wait. Wait until the sun goes out? Earth freeze over? Do not fly with this airline.
Flights were cancelled early March and my travel agency requested a refund. Swiss has not responded and it is soon FIVE months! Their customer service is a joke. I have reported the purchase as fraud to my credit company as I suspect that Swiss cannot or will not pay back my money. I had several other bookings with other airlines and they were refunded. I fully understand that there are more refunds than usual but not even answering for almost five months is unacceptable. Shame on you. Take some pride in how you conduct business and act like a respectable airline.
Connecting flight to Malaga,via Zurich. Boarding went well,safety was observed. Terminal 2 Heathrow being easy to navigate. Downside was no reckoning seats making sleep harder. On time,but slow disembark due to distancing
Swiss sold us a flight and canceled multiple times (even 2 days in advance), re-booking cannot be done online, customer service impossible to reach to re-book... Worst service I've ever experienced with an airline. Certainly will never fly with them anymore.
my flight was cancelled during covid 19 and i called the customer service...they had a very unfriendly mumbling guy that was not helpful at all on the phone.
Worst experience ever with Swiss International Airlines on a completely full A321. Captain decided pre-departure to offload 90 passenger bags incl. checked in hand luggage to reduce weight but he did not inform the passengers - neither pre-departure in Brindisi nor after arrival in Zurich. Passenger had to find out themselves at the baggage reclaim belt when there bags were not delivered. Inflight catering is almost gone as well due to cost cutting reasons. A horrible experience overall from a customer journey perspective.
I arrived at the airport 2.5 hours before the onboarding time. My check-in luggage exceeded 3kg and I told the representative to let me remove a bag of items from the luggage so that it wouldn't be overweight. I have travelled on air many times in my life so I have a bag of unimportant items ready to be removed and even have a friend accompanying us for this purpose. I explained to your staff that I wish to remove a bag of daily items like shampoo and shower gel and more that would be sufficient to meet the requirement. Instead of giving me 30 seconds to do so, she held my luggage hostage and insisted on charging me for an additional fee. I didn't continue to argue with her on rightfully getting my own possession, then the Second problem arose here when I politely inquired about the estimated, if not the exact, price for adding the luggage. She refused to tell me by saying that she did not know and I was again surprised by her rude attitude. She ignored me and went ahead and asked to weight my hand carry and I quickly cooperated. I have travelled many times with this carry on and never had a problem getting it onboard. She said my carry on was oversized, took it and stapled a tag on it without asking for my permission. I then again asked her about the price for this piece and she refused to tell me again saying that she wouldn't know until the computer generated it. Firstly, I know very well that there is a standard additional charge for any oversized/overweight baggage, I only asked her because I didn't remember what was said on the website. This basic information should be well-knowledgeable for your check-in staff. Secondly, the computer had already done the luggage-checking job so I was confused about what else to wait for the computer to get the fees. Thirdly, besides the unprofessionalism, we were being ill-treated by more than one of your staff. During her inappropriate refusal for all my rightful request of having my luggage back for 30 seconds and basic information inquiries, she repeatedly made a scene on the floor by yelling at me "You are making my life difficult!" several times. She also gathered with her two more staff to join the bully, and one did not even wear a mask. It was extremely rude for a service provider and highly unacceptable during pandemic time. Lastly, I did not argue with them and let your staff do what they need to do to tell me the final price. she told me that she was going to charge me $173 for the additional 3kg and another $100 to check-in the carry on. I finally got the price and made a decision to not bring the carry-on with me. Your two staff insulted me by making me present to her and her coworker who my friend was and warned us at least 4 times not to bring it onboard as they would know. I again made a promise and cooperated with them the whole time but felt so uncomfortable. The check-in process was already unnecessarily long and torturous, we had to rush to the TSA even if we had arrived so early to the airport. I thought it was over, but when lining up to get onboard, the staff was there again fixating her eyes on us and our items. More than that, there were at least two passengers in line carrying the exact same carry-on with them to go onboard successfully. In conclusion, the original "problem" was something cannot be more common at the check-in counter and can be solved under 30 seconds by letting me handle my own possession. Instead, it got escalated to so many unwanted events and we had to live through the whole 30 minutes of embarrassment in public. I strongly believed that we, and my friend who so kindly accompanied us through the whole three hours, were being treated extremely unfairly and unprofessionally.
Due to the Covid-19 outbreak in March, Hong Kong government has made all passengers (residents and non-residents) from any foreign countries to succumb to a 14-day compulsory quarantine upon entry (in my case, return). For this reason, I had decided to cancel the trip. It was quite easy and pleasant to contact Swiss air in Hong Kong, they were very helpful and offered full refund of my business class ticket (bought directly on their website). It is understandable that most airlines will need quite a long time to process all their refund requests, as the pandemic situation is really one of the worst in recent years! my refund finally came in the beginning of July, which was reflected in my credit card statement. I am really quite impressed at the handling of this matter, and have confidence to fly with them in future when it's safe again to travel, likely from middle of 2021.