SWISS International Air Lines

SWISS International Air Lines

 3.5/5 (358 reviews)

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Overall Rating3.5 out of 5
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SWISS International Air Lines Reviews

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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Nov. 26, 2022

I cannot imagine that in 2022 that an airline and especially Swiss Air can operate in the manner they do, I called up for an upgrade to business class and was hung up on about 6 times, when I was finally able to reach someone God knows where in India or the Philippines I was put on hold and then hung up on about 3 more times. When finally I reached someone they told me that an upgrade was not possible even though I was willing to pay.

I then asked for a seat reservation as I was unable to do it online as it was blocked for some reason, their website is a mess, I was hung up on another 2 times until I again was able to call and reach some who was able to reserve the seats with extra leg room in economy, I asked to be to the front of the plane as possible and they did the reservation for me and they charged my card more by $75 dollars than what was stated on their disaster of a website. I asked them to send me the new seat reservation and questioned them on why they charged me more than what was stated they said this is the way it is, and they refused to send me the new seat assignment on email saying they can only say it on the phone, what a mess, I must have spent two days on this story.

I then called again to ask about how much an extra bag would be and they told me $120 dollars and I said, "No I will think about it" and the next day I find a charge for $170 dollars on my credit card, what a scam of a company and I called again and was hung up on another 3 times until again I was able to reach someone and they said that if I cancel all is non refundable. I gave up and I can tell you I will never ever in my life use Swiss Air or Expedia. Both are disgusting and have zero notion on Customer Excellence, they are scammers and they simply do not care! I do not recommend anyone to use both companies. They are a disaster!

2 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Oct. 6, 2022

I don't even know where to begin with the nightmare that is Swiss Air/Lufthansa. No one informed me when I booked wheelchair assistance for my mom at the time of booking our ticket, that she could not sit in the row with extra legroom AND receive wheelchair assistance through the airport. The Swiss Air employees at LAX REFUSED her wheelchair assistance, so my 82 year old mom who had back surgery earlier this year, had to WALK all the way through LAX to our gate. Despicable!!

Swiss Air sent me 3 emails during our trip, changing our seats each time, due to "equipment changes." We purchased our tickets 3 months in advance, in order to ensure that we had one aisle and one window seat with extra legroom for each flight, due to her history of blood clots in the legs. And without any thought, they removed us from our seats and stuck us in middle seats with no legroom.

I spent approximately 3+ hours on the phone, of which I was disconnected 5 times (yes, FIVE TIMES). Swiss Air told me they could NOT help me with my seats and that I would have to deal with Lufthansa. I called Lufthansa and they said they would NOT help me because I purchased the tickets on Swiss Air so I would have to deal with Swiss Air. A continuous loop of BS and unaccountability. NO ONE would help us with our ever-changing seat assignments. We even asked if we could change flights for our return back to LAX, and they said the fare difference would be $1350 PER TICKET.

The day before our return flight back to Los Angeles, we received yet another email stating that my mom had NO SEAT on the flight, AT ALL. When I called, I was subjected to one RUDE Swiss Air rep after another, all saying "sorry for the inconvenience, but there is nothing they can do" and that we would have to wait until we got to the airport in Milan. Swiss Air ALSO said that extra legroom fees are NONREFUNDABLE and they would NOT be able to refund the money from the seats that we originally purchased and were REPEATEDLY STOLEN from us.

So let me get this straight. We paid WAYYYY too much money in the first place to purchase our original tickets 3 months in advance on through Swiss Air's website, paying extra for each segment in order to have extra legroom. Then Swiss Air changes our seat assignments 3 times, each time to a middle seat with NO EXTRA LEGROOM. Then you take my mom's seat away ENTIRELY ANDDDDD you tell us that we will not be able to get a refund for the extra legroom seat that we purchased. And to top it off, Swiss Air tells us we HAVE to go through Lufthansa and Lufthansa tells us we HAVE to go through Swiss Air.

I was so disgusted with both Swiss Air AND Lufthansa (who owns Swiss Air) that we finally gave up and purchased one-way tickets home on Emirates Air, which was the airlines we SHOULD have flown to begin with. I will NEVER, and I mean NEVER fly Lufthansa or Swiss Air EVER again. What they did is CRIMINAL and no one gives a you know what. We have no recourse, nowhere to go. Just a lot of lost money. They stole my precious vacation time and caused me an INCREDIBLE amount of stress and anguish, NOT TO MENTION, REFUSING TO PROVIDE WHEELCHAIR ASSISTANCE FOR MY ELDERLY MOBILITY-IMPAIRED MOTHER. All I can do is pray that both airlines go bankrupt, never to be in business again.

3 people found this review helpful

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    Rated with 2 stars
    Verified Reviewer Verified Buyer
    Original review: June 13, 2022

    As an avid international traveler, let me share my incident with you all. A perfect example on how rude, poorly trained staff is ruining an airline which was once decently good! Surprisingly, I have heard about their rudeness by several friends and colleagues on the Indian sub-continent sectors! Reference 2205-LX-00415

    Me, my wife and my 3-year old daughter were travelling on LX154 from ZRH to BOM. It was clearly visible at the beginning of the flight that the crew for economy class looked very unhappy. May be something to do with the sector!!!!

    During meal service, the steward (a young male) completely forgot to serve meal to my wife and went ahead two rows. To notify the steward that he missed serving meal to my wife, I politely said, "Excuse me". I was very rudely and angrily replied, "Wait a minute", by the steward. Once he came to my seat I told him that he missed serving meal to my wife and also told him that there is no reason to be rude when I am being polite. To this he replied, "Please don't start", angrily again. He served my wife the meal and moved on. Later the stewardess (** with a single braid hairstyle) came to me in a very intimidating manner and sat on the armrest of seat 35C. She started by saying, "my colleague said there is a problem". I explained her that her colleague was very rude when I politely mentioned that he missed serving meal to my wife.

    Everything she spoke after this was in a very derogatory response. She started by saying that they are understaffed this what are they supposed to do. I replied that I understand but being understaffed does not mean the Swiss staff can be unnecessarily rude to their customers. She kept on complaining that the staff is also human and they are frustrated too. The most shocking part was that she clearly told me on my face that "Next time I should fly another airline instead of Swiss!!!". To that I replied that she is no one to tell me that. I told her that let's agree to disagree. She noted my seat number (I don't know what for) and left. The same stewardess loudly told a person sitting three rows ahead that "Sir this is not a restaurant"; when the customer asked for food options, politely.

    The steward later apologized to me before leaving the flight but the stewardess needs to be sent back to customer service training, clearly.

    As someone who is regularly travelling international for the past 18 years, this was the first time I have had such a bad experience with an airline staff. I completely understand if they are understaffed, but that gives them no right to be rude to me (a full ticket paying customer) when I was polite. To tell me that "You shouldn't travel with Swiss next time" directly on my face by a Swiss employee is the worst customer service I have faced in air travel. Unfortunately, the stewardess herself forgot that her salary comes from the tickets that people buy through Swiss Air.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: May 13, 2022

    Booked flights to Italy after another company canceled flights I had purchased months earlier. A couple days later my father in law becomes gravely ill and we cannot even go on the trip. Swiss Air refused to refund anything, including the prepaid luggage that we could have easily just paid at the gate instead. Nor would they transfer our payment to vouchers when I was on the phone with them. Utterly ridiculous.

    2 people found this review helpful
    Rated with 1 star
    Verified Reviewer Verified Buyer
    Original review: Aug. 25, 2021

    I flew with Swiss Airlines on Aug 4 from Tel Aviv to San Francisco via Zurich. Since I was dreading the possibility of sitting in a center seat flanked by two strangers during the COVID pandemic, I purchased reserved seating to ensure an aisle seat on both flights. The reservation, for which I paid 70 US dollars, was made already in May. Shortly before the flight Swiss sent me an email informing me that they changed my seat assignment. They did not disclose the position of the reassigned seat, but wrote that they have done their “utmost to assign an adequate seat”. When I boarded the plane, I discovered that they have placed me in a center seat, flanked by two strangers who did not keep their masks on – exactly the scenario I was trying to avoid.

    On the official SWISS airlines website of ( I see the following: "Might SWISS change the seat I reserve in advance, later on? If SWISS has to change your seat reservation, e.g. due to a short-notice change to the aircraft type used, SWISS will do its best to automatically reserve you a new seat in the seat category you have booked. If it is not possible to reserve an equal seat for you, you may apply to receive a Refund of the charge online."

    Upon arriving to my destination, I filed a request for a refund. I was answered 11 days later by a customer feedback consultant named Ilisapeci **. She flatly refused my claim. When I politely pointed to her that the official website states that I am entitled to a refund she gave this rude answer: “SWISS has responded adequately in your case. I therefore trust in your understanding that this message reflects our final position and that this file is now considered closed.” I was shocked by her response, and asked her for contact information for her supervisor, which she completely ignored. I then tried calling the US customer service phone number. I tried twice, but gave up after waiting for 60 minutes each time. This airline has the worst customer service I encountered in a long time.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 16, 2021

    It was terrible, why doesn't Swiss Airlines quit running business. They are immoral and criminal. I booked Swiss Airlines ticket from Sarajevo to NewYork on June. When I went to the check-in counter in Sarajevo airport to check in for my flight back to New York. I presented all of my documents and Negative PCR test document which tested within 72 hours.

    The staff in the Swiss airline refused to give me a boarding pass. They said they had a problem and did not want to give me boarding pass. I asked them to solve problem, they said it was not their responsibility to help customer, instead, they asked policemen to catch me. I never met this kind of discrimination before. I am your customer. I paid money to buy Swiss Airlines ticket, but the staff from Swiss Airlines asked policemen to catch their customer.

    I need to go back to New York on time. At the end I had to buy other high price flight ticket to back to NYC. I never encounter this horrible event during my life and never heard these words “It was not their responsibility to help the customer” from other airline. I lost my money and time. I got physical and mental hurt from Swiss Airlines. Note all customer who had bad experience with Swiss Airlines, the best way to get refund is to inform directly your bank to block transfer or to help refund payment if you bought ticket by credit card. Don't waste your time asking Swiss Airlines for a refund because they won't give you want. Hope Swiss Airlines will go out of business soon to avoid hurting more people. They are evil. And don't buy flight ticket from Mytrip agency. Both of them are evil and will hurt you.

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: March 30, 2021

    I had booked flights from Melbourne to London leaving December 2020, however COVID-19 hit in Feb resulting in all internal flights being grounded and cancelled. I called Swiss Air in August inquiring about a possible refund given that we CANNOT travel anywhere. was told refund will be provided according to ticket conditions which would mean getting $452 out of a $1511 ticket, otherwise I can call back at the end of the Feb for a rebooking. Called back end of Feb and was told to call back end of March but in the mean time was told if i was not satisfied with this to write an email to their complaints team. Did that and was sent back the exact same response, no resolution.

    Called back end of March and was pretty much told the same thing, ticket cannot be fully refunded unless Swiss Air cancel the flight but they won't because there are flights leaving in April and May. Told them there was a very specific reason i booked for the end of the year (being a full-time student and also working full time), also WE CANNOT LEGALLY FLY ANYWHERE BECAUSE THERE IS A PANDEMIC HAPPENING! Apparently that was not a justifiable reason to cancel flights and issue a refund.

    Was told to contact Cathay Pacific who were handling the first leg of the flight to see if they can cancel, Cathay said they will only cancel if Swiss cancel considering they are the primary holders of the booking. Swiss were not having any of it! Was told to call back end of May 2021 to rebook for the end of the year (if Pandemic conditions change) but even if they don't, original ticket rules apply (still no full refund). Had to just give in at the end and lose a $1,059. Hands down the worst experience I've ever had with any airline and will DEFINITELY NOT use their services again.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 29, 2020

    In Sept 2019 my wife & I booked and paid for return tickets from Heathrow to Capetown, departing on 19 March 2020 returning 28 April 2020. On 17th March Swiss Air e-mailed us to say our flight had been cancelled due to coronavirus. The travel agents have been trying to get some form of commitment from Swiss Air as to when we can expect to be refunded, all to no avail. The Travel agent this afternoon advised us that they will be refunded after 6 mths. from date of flight!

    I am sure we are not the only ones with this problem and feel that such unethical actions should not be allowed to continue. If Swiss air do make the refunds, they will of had use of our money, and that of others for a minimum of six mths. interest free. I am writing this complaint not only to express my utter disgust with Swiss air's total lack of ethics, but also in the hope that it will help others from being involved in such shameless exploitation. Thank you.

    8 people found this review helpful
    Rated with 1 star
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    Verified Reviewer
    Original review: Feb. 27, 2020

    Attempted to cancel a flight for a family of 4, youngest member 8 months old, to Italy, in light of coronavirus. February 25th 2020. Coronavirus number in Italy went from 3 people to over 500 in 4 days. Flight outbound LAX ZRH FCO. Cdc placed italy on a level 2 alert. The only country at level 1 was China. Went to website. No phone number. No email address. Used a web form. Nothing. Repeated x 2. Nothing. Found a phone number. Called. "Too busy, we'll call you back." Waited 24 hours. Zero calls back. Called again. Held for a while. Spoke to someone. No refund possible. No supervisor available to escalate to. Called back again. Supervisor!! Asked for the reasons cancelling a reservation and refund to the current hotspot the coronavirus was "not possible?" He hung up on me. Literally hung up. Click.

    Karma. We dont check in, we dont board. The flight leaves, develops mechanical problems, diverts back to departure airport, and is cancelled. We are issued a refund. Not because they wanted to. But because the plane mechanically failed. This is a soulless enterprise. You are not their customer, you are a provider of cash to fund their profit. Customer service is offshored. They read off scripts. And apparently hanging up on you is in the script. They are not in the EU so are not subject to typical EU laws that make others behave more humanely towards customers. They will not survive for long; such hubris and incompetence is typically met with a commensurate downfall. Do not fly them. Do not consider flying them. If this prevents one family from making the mistake of trusting SWISS, then the time writing this review has been well spent.

    14 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 4, 2020

    I recently booked a flight with Swiss Airlines and, due to unforeseen circumstances, had to cancel very soon after. I had no problem gaining a refund from the travel agency I booked through, however Swiss airlines would not refund the additional baggage I purchased on their website. So I have spent over 75chf on baggage I will not use. Come on, refund your customers. Poor.

    8 people found this review helpful
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    SWISS International Air Lines