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I flew with Swiss from Zurich to Bangkok, a 12 hour flight. The service was extremely poor. Apart from a dinner meal service about 1.5 hours into the flight, and a breakfast service shortly before landing, there was absolutely no service for approximately 9 hours. No one came to offer drinks or service of any kind! No stewardess or steward could be seen. Incredible.
On top of this, a stewardess stepped on my glasses which had fallen to the floor in my sleep. They were damaged beyond repair. The stewardess gave me a damage claim form to fill out. She never came back to collect the form, until I complained after several hours. Three weeks later, I had not heard anything about my claim for damages. I wrote to the Swiss "customer service". After days I received a reply saying "Swiss thinks that it was your fault for letting your glasses fall to the floor. Therefore we pay only 50% of the cost."
I complained that this is ridiculous, that the stewardess broke the glasses, not me. What is even more incredible, the glasses had only a value of less than $50. Swiss airlines is obviously so cheap that it wants to save $25 in compensating a passenger for negligence in Swiss's employee's behaviour! Incredible how incredibly cheap, insulting and insensitive this airline is to its customers!
I complained further that this was not right. The response from SWISS was effectively "We don't care what you want. Take the money we offer, or shut-up." This is incredibly insulting. Incredibly poor customer service. I would recommend to everyone that you DO NOT fly SWISS airlines. With such terrible customer service, you could have a terrible experience, as I did.
We purchased seats on a flight from Zurich to Montreal. In Prague we received an email that our flight to Zurich was delayed and we would miss our flight out of Zurich and therefore we were rerouted via Munich. No problem, but we tried to get a refund for the seats we paid for and through no fault of ours we couldn’t use. It’s not a lot of money as compared to some complaints, but for over a year I have not been able to speak or receive any emails back. In North America, no agent will talk with you regarding customer service. There is 1 phone #, and that is for buying tickets or changing tickets. Any complaints and you have to email, but...I have tried and every time my session runs out and I have to start over. They are not interest in hearing any complaints, and I sure won’t fly them ever again.
I tried to make online reservation for 2 adults and 1 infant but I am not able to purchase a seat for my infant. I called the customer service and was told I need to make my 2 adult reservation online and call to add a seat for my infant. I did so (after many times of failed attempt due to their system error) and called, I waited and got disconnected several times and finally got to speak to someone. At first, the rep did not hear my request clearly but added an infant on lap. I restated and she cancelled it and added a seat for my baby with a fare that is higher than an adult. It makes no sense to me and she said she has added a higher class of seat. I told her I want the same class of mine and she made the correction. It ended up costing $10 more than a full adult fare because of there is a $10 fee for booking by phone. It is not reasonable since I was not able to do it online.
Ok, fine, I can pay for that just want to finish the booking and not want to deal with the customer service anymore. She finally finished making the reservation for me, but instead of adding her to my reservation, it is a separate reservation for my baby. I was worry about not being treated as a family or not able to sit together or anything goes wrong. I just feel unsecured to have my baby on a separate reservation on her own. She said I can pay extra to select seats in order to make sure we can sit together. This is ridiculous!
She said we can not be on the same reservation because we are not booking at the same time! I have flew with other airlines and they added my baby to my reservation with no problem. It is their fault for not being able to book a seat for infant online. She offered cancelling all my reservations and asked me to go online and purchase it again, with faking a date of birth of my baby (make it above 2 years old), then call back to change the DOB. The whole thing is ridiculous. My conclusion is SWISS does not care of their customer and does not care your business. The system and staff they have are so outdated and not human.
Went to visit the family in Switzerland, my last name in my ticket wasn’t the same as my last name in my passport. Did my part, sent them all my legal documents. An agent told me everything will be okay. Just present my Marriage Contract, but that didn’t happen. Had a lot of troubles in the airport. To make things worst I am with my 2 year old daughter. Called and filed complaint but never heard anything from them. Really unacceptable service. Talked to a lot of agents doesn’t even know what they’re doing. Not going to recommend this Airline.
Purchased roundtrip ticket with connecting flights. Half way home at MUC airport I learned SWISS cancelled my last connecting confirmed flight home, without my knowledge, consent, notification. Had to buy another ticket. Mortified! Unfair! Money stealer! Traumatized!
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Been traveling for over 45 years. Worst airline that I ever traveled in. Extremely tight seating and worst possible customer service. Without going any further take my advice... Avoid a major headache. DO NOT TRAVEL WITH SWISS AIR. You will be very disappointed.
Really really really pissed off after paying $270 cause the overweight on my baggage on flight number LX 8005, and flight number LX 0238 going from Florida to Cairo Egypt, went at the airport and bought a bag to be able to take my flight cause my bag was 3 pound overweight. So I paid. Took my 24 hours flight and after I landed at my final destination... My 3 baggage was not there and the super rude SWISS airlines agent said, "It's okay. Your bags are not here so go file a lost claim then we will deliver it to you when it will be here within a week." My whole trip is 2 weeks. All my clothes and all my money even my wallet is in my bags!!! I don't know what to do!!! Will never recommend it and I will sue for sure!!!
Updated on 07/14/2018: Went to a trip from June 25th till July 13th... flew and came back from Egypt to Tampa FL. I paid $280 cause my luggage were overweight when I checked them on the boarding. My trip is over, came back and still haven’t seen my three bags till now, not in Egypt not in Tampa. Thanks cause you ruined my vacation and made me stay at the hospital for four days cause of my medication which was in my bag. Went to Cairo airport begging for my medication and they always said, "It’s not our fault cause the bags still in Zurich." I emailed SWISS Airlines and called and still saying, "We are doing our best!" I already spoke with an attorney and we shall see. Will NEVER recommend it.
Today I learned something new. SWISS Air Line told if I want to upgrade my flight I had to go to their counter at the airport. The staff was rude, sent me in various directions, going back to their counter. Then said, "No you cannot," so I asked for name and that I would speak to the HQ. That was refused so I said, "Well let me then take a picture," (which I do not), however the person dove behind her counter and said (excuse me for the words), "You filthy **." So will I fly with them ever again? Mhhhh dont think so.
We booked flights to Zurich two months in advance. A day before our flight my husband came down with the flu and had 101 degree temperature. Our doctor prescribed ** (and told us he would provide a letter stating that my husband was very sick with the flu, 101 degree temperature and highly contagious). We tried to contact SWISS International Air Lines the night before and sent a copy of the actual prescription medication. We sent letters to the CEO in Zurich and the US. They responded once saying that they won’t do anything for our lost flights even though we stated that we would pay the $300/ticket change fee and any difference in fairs for future flights.
Swiss Air Lines doesn't care that he was contagious and we lost our entire amount of our tickets. We have tried emailing them back and NO RESPONSE. This is OUTRAGEOUS. Our friends had similar experiences with Delta and American and they were given a year to change their tickets. Swiss Air Lines gives you NOTHING and still NO RESPONSE to our emails. DON’T USE THEM – (United and Delta are much better choices for non-stop from NY – they care about their passengers).
Thanks for the birthday gift from Swiss Intl Airlines. I was denied boarding at JFK airport and forced to buy connecting flight with Emirates (from Dubai to New Delhi). I was told that I have to have Dubai visa in advance even I told them that I will be taking baggage transfer only (at Dubai airport) and not enter Dubai (I showed my connecting flight tickets with Indigo from Dubai to New Delhi).
But staff refused to even acknowledge the Indigo Airlines and laughed at it saying "what is Indigo". After this, staff said I have to get visa for Dubai and I can't take baggage transfer at all, so I also showed the staff documents stating that if I have a valid US visa and I am an Indian citizen then I can get visa on arrival (as they were forcing me to exit the airport at Dubai).
I also shared information about my friend's tickets (Names are Dhruv ** and Shatadiya **) and documents who traveled with the same Swiss flight day before I and Swiss let them go and Dhruv ** took on arrival visa and Shatadiya ** took baggage transfer. After an hour-long discussion, Swiss staff at JFK forced me to buy Emirates ticket from Dubai to Delhi and only then let me board the flight.
The behavior of the staff at JFK was really rude, even the staff manager (a lady) was so rude that instead of listening to my problem and help me she told me on my face that I can't travel at all. This whole incident cost me (a student) 1000$. After reaching Dubai, I took normal baggage transfer and traveled with Indigo to New Delhi. (I didn't have to take any visa but due to Swiss air staff's arrogance at JFK I faced serious discomfort which also costs me 1000$). This was really a bad experience with people from Swiss Air, I will recommend all of my friends to not travel with Swiss now on and I will do that too. I will also post my reviews everywhere online so nobody else has to face the rudeness of Swiss staff.
After more than a month I got an email saying all the lies of SWISS ground staff at JFK that I forced them to check in my baggage till Delhi and that is why they forced me to buy a ticket with Emirates as they don't have any pact with Indigo Airlines. First of all I never asked for my baggage to be checked in till Delhi (I am uploading a ticket where I checked in my own baggage before going to airport for weighing them at counter and it shows that I checked in my baggages till Dubai only). Instead they said that I only have that choice, secondly if they don't have any pact with any airlines that how come it's a problem of customer? They should have handled that. The resolution provided was just mere a formality for the sake of providing it.
My partner and I booked flights to Bangkok for around €1500, I then found out I was pregnant and was advised by my obstetrician not to travel due to the link between the Zika virus and birth defects. The World Health Organization also advises against travel for pregnant women and their partners to Zika infected areas at this time.
We contacted Swiss and were told our only options were to change the dates of the flights (only up until November and for a €260 fee per person) or they would refund only the airport fees (€60 per person). I find this unacceptable under the circumstances, I was not expecting a full refund, but perhaps another option, different flight route, dates changed for a smaller fee, perhaps some kind of understanding for this situation! Having researched other airlines, it seems others are more reasonable about offering refunds/alternatives in this unusual set of circumstances. Swiss Air, however, happy to take your money and let you risk a birth defect for your unborn child!
On September 15, 2017 we flew Swiss Air business class from Chicago to Zurich. This was not a bad part of our flight but not the best. When arriving in Zurich we had to wait for a wheelchair as I am handicap. It finally came and we went to a not so clean lounge seating was limited and very crowded. Our second leg of the trip was from Zurich to Hamburg Germany. Someone finally came and we went to the gate, as we boarded I was informed our pane had a maintenance issue and we were flying on a different plane.
None of the attendances looked at our tickets and we were told just sit down. I was shocked at the rudeness of these people, I tried to tell them I was handicap and needed seating that was easier for me to get in and off. I understand it was a hour and a half flight but I have RA and being cramped in a seat was pure pain for me. I tried to explain that we were in business class and all I got was a rude answer about no business class on this plane and a chuckle from the attendant. By the time we got to Hamburg I was not able to get out of seat due to my pain. I asked if this was business class seating and was told it was coach.
I will contact the AWD and let them know also the BBB about this issue. At this point I am hoping to get some sort of reimbursement for this. This was our first time flying your airline and I know it will our last. I cannot even rate this experience as it was so terrible. Also when we got to Hamburg our luggage was missing. I could not believe it could be any worse as we were going to a wedding the next day finally was found in lost luggage (unfound luggage).
I have just ended the most shocking call with Swiss Air customer service. Me and my husband had to cancel our whole trip to Costa Rica because of the Zika virus spreading out and reaching already the 2nd level of risk. Our family doctor has advised not to travel to the country because of the spreading virus and getting infected, which can have an influence on future of our family. The Swiss has just refused to at least partially refund the flight tickets or provide any kind of customer support. Neglecting our honesty of sharing sensitive information, and saying that you cannot do anything - is not acceptable customer service and support.
As an aunt I am concerned whenever my nieces or nephews travel overseas. Imagine my distress when I learn of my niece who is traveling by herself for the first time is told her bag has gone missing. Then is told by Swiss Air that they have found it and will get it to her soon. It has now been 10 days and still has not been returned. I FIND THIS VERY INEXCUSABLE from such a well known airline and am disgusted and would never advise anyone to use Swiss Air.
I was. Lefted from 7:45am until call Swiss Airlines 800 number at 10:35am. I was lefted in place with no assistance after being lefted by Handicap Service Department. I also had to go through a security check. My flight was schedule for departure at 11:05am. I had to use restroom. After almost 10 minutes they sent someone to assist me. I notice my seat was not right so they sent us over to transfer not knowing was TSA. They were very rude and I said my seat was changed because I was not to have a aisle seat. I was also told that there were no closer seats to the departure door by the window. Which was not true. I was put in the back.
Last year I experienced the same problem from Frankfurt not receiving the best service for Handicap Service. I'm not understanding if this note that you should be accommodation or make sure you can fulfill the job for ADA and everybody passes it to the next person. No one wants to take ownership of an ongoing issue for ADA is concerned.
I went through hell trying to book a ticket from Zurich to Budapest and return. At one point one selects Light, Classic and Flex. No way of determining how much you pay if you check a bag with Light. Spent 30 min on different sites, trying to find the answer. No luck, and finally called Service. "Oh, you wait until the very end, then you can pay 15 euros or 45 at the airport." "Oh - you think I can mind read???" This was juxtaposed with the site continually feeding in NY-Zurich data, that must have come from a cached servlet, even though I had completed, booked and ticketed a flight from NY already.
Then I was told "Oh, you should have closed your browser and started from scratch," which is not how well-programmed websites work (and I worked in IT for 16 years, and taught programming for a Fortune 100 IT company). Then by the time I got to the final screens, the seats were no longer available. Actually, they were when I then called, and was told the price has jumped up from 94 to 149 US dollars. Spoke with Faith ** and then a supervisor White **, who blew me off and said "Write a letter." Instead I cancelled my r/t from NY -> Zurich, since I was well within the 24 hrs for free cancellation. I'll go to Budapest a different route, and will take a train to Zurich... Swiss Air will never get any more of my money...
While I was trying to lift and move around a chest, it slipped from my hands and got dropped on my right toe resulting in a devastating injury and crushing of the toe accompanied by massive bleeding. The result of that, my half big toe has been amputated. I was under treatment at Kaiser Permanente for this disability. My doctor had prohibited me for any kind of travel for at least next three months. I, therefore, asked Swiss Air to refund my ticket on genuine medical reason. With my repeated attempts they simply refused to do it. I lost $1500+.
Swiss Air have made themselves very difficult to contact and are currently making it impossible to make a complaint. There are no published email addresses and if you use an old one like email@example.com they just tell you to use their on-line forms. And here is the clever bit. Their online forms don't work. The mandatory "Select Date" field is greyed out and you cannot progress past that part of the forms. So you can't complain. That is my first complaint about Swiss Air.
I was making a transatlantic flight and purchased 3 sessions of expensive Swiss connect, 2x 50 mb and 1 x 120 mb. I had automatic updates turned off but before I could update my email and even start answering them, I was out of Mb. I lodged a complaint with Zendesk-Panasonic Avionics Customer Support. The response was basically "too bad loser". I want to make others aware that this service is a rip-off and the Customer Service even worse. Don't use Swiss Connect.
I was supposed to take a flight from Zurich to Belgrade with Swiss. I checked in and passed the passport controls on time. However due to the fact that my laptop fell from the belt and got possibly damaged, I stayed longer in the security zone. When I arrived at the gate I had to realize that the plane had left about 10 minutes early. The lady at the gate was extremely rude and not the least helpful. They never issued a last call and wouldn't answer why they did not do so.
Also the staff at the transfer desk was completely unhelpful. They wouldn't even consider any possibility to change the booking. I had to buy 3 new tickets. I was promised that my bag would arrive within 30 minutes. It arrived well over 3 hours later, during which I had to wait around in the airport with a small child. I have to mention also that the flights which I took with Swiss on the route Belgrade-Zurich and vice versa were very often delayed. There was even one with 5-6 hours delay due to technical problems. All in all I will avoid Swiss at all cost due to their extremely poor customer attitude.
After reading the reviews here on Consumeraffairs I realized that my return flight might be cancelled. They never informed us about this – and I visited several Swiss desks yesterday. So I would have been on the return date at the airport to be informed that I have no valid ticked. So I just call Swiss and they do confirm that the return ticket would be cancelled unless I buy it back!!! This is appalling! Both the lack of professionalism and their conduct of business. Swiss sucks!
I take a connection flight from Paris-Zurich-Boston. When I arrived the gate at Zurich Airport, I could not check in. Because they staff claimed as a Chinese, I needed a e-Visa to USA. However, as a F1 Visa holder, I never need a E-VISA. I kept arguing with them, and finally, a supervisor made a phone call to US Embassy. They reconfirm my statement. However, the flight have already flew away. I had to stay at the airport for another 24 hours to catch the same flight at the second day. When I came back, I filled a complaint form on their website. However, their attitude is really bad and irresponsible.
The flight I had from Zurich to HK about two weeks ago was a nightmare, a few passengers were upset because they couldn't sit together with their friends and families and there was this one guy sitting next to me, he was particularly upset and fought with the flight attendants. Anyway, when that guy felt asleep and leaned on me I kindly asked the purser for help but was told that I should stay silent because that guy is a troublemaker and that I should not wake him up, in other words, I should just let him lean on me for the remaining 8 hours of flight. That guy did wake up as I spoke to the purser and so they started another round of argument, the purser literally told him he isn't flying enough to know he doesn't necessarily get to sit with his wife when the flight is overbooked. It was outrageous and irresponsible what that purser said so when I arrived hk.
I called +41 (0) 848 700 700 (to be precise) to make a complaint, I asked specifically if that is the right place to make complaint and was told yes and that I will get a response within two days. Yesterday, which is 10 days after I first called and still waiting for an answer or apology, I called again but was told complaint can be made only on their website by filling out a form!!! I was like huh??? Is this a joke? She said I must have called a wrong number but I have the record on my phone and that is just the same number I called. I understand bad things could happen, but this company doesn't bother to do service recovery and that is not okay. Stay away from Swiss air, they have no customer service.
Booked a flight LAX-Tel Aviv 3 passengers in economy total $2886 to fly in March 2016. On the day of our flight, there was a terrorist attack in Brussels and my wife refused to fly. I called Swiss Air and they told me to change the date to July will cost me another $4,458. I reluctantly agreed but paid. On the date of the flight SWISS said I had not paid and billed my AMEX card another $4,418 AND THIS IS IN ECONOMY!!!
Also I had paid $49 to save certain seats total $147. On the date of my flight they gave me these seats I wanted but charged me another $297. These people are thieves without shame. The 3 women at the check in (one Asian, one hispanic and one **) were extremely rude and short tempered. NEVER AGAIN WITH THESE PEOPLE.
I bought two tickets from Zurich to Tokyo. I called swiss air agency to make a reservation of 2 seats together, for me and for my girlfriend. Swiss Air agent made a reservation of 1 seat for me, and said he can't make a reservation of second one for my girlfriend because of computer problem (ticket bought via ana flights) so I told him immediately, "I don't need only 1 seat, I need 2 seats together." So I asked to cancel this reservation of 1 seat. They charged me 24 euros + 3.5 phone for this 1 seat. And then I never saw my money even if explained to Swiss Air what happened.
I am a million-miler on American and close to that on Air France. I have flown many other airlines world-wide. Sometimes there are inconveniences but my experience on Swiss reminds me of an internal flight in Zaire. My wife and I were due to fly Florence to Geneva at 9:35 pm on Sunday 11th September. We had our boarding passes pre-checked but, arriving at checkout, we learned that our flight had been cancelled. We were instructed to go to the city bus station (we don't know Florence), take a bus to Bologne (about an hour but they were unable to say whether there were any buses available at that time of night), find a hotel, then take a flight to ISTANBUL (!), then fly to Geneva.
Total time would be 19 hours for a flight that would have taken 1 hour 20 minutes! In the end we stayed in Florence and took the train to Geneva. Since then we have written twice to Swiss to ask for refund of our expenses plus compensation but have not had any reply. The flight reference was **. We have since heard other people's stories of this company. The bottom line is: avoid this airline if you possibly can.
Arrived in Los Angeles from Vienna via Zurich with a missing wheel on my checked baggage. I spent about an hour reporting it and filling out forms to an agent in a different part of the airport. I never heard back from SWISS so I sent an email. After going back and forth including sending photos and a copy of my luggage receipt $289.90, I was offered two choices: take it to a repair shop (turns out no one will replace a broken wheel on a spinner suitcase) or accept SWISS's offer of $57.98. HOW DO THEY GET AWAY WITH THIS?
This is by far the most terrible airline I have ever encountered. I don't know what the Swiss Air folks pride themselves on but I'd rather slit my wrists than ever fly with them again. Customer service is beyond any criticism, flight arrangements are appalling. It is beyond me why would anyone fly with them more than once. My wife and two young children were travelling from ORD to OTP with a change in Zurich. First, we had requested and promised a bassinet. Inside the aircraft - it was denied for no apparent reason. Secondly, the flight arrived a bit late in Zurich and the connecting flight was missed.
The Swiss Air people were completely ignorant of the issue and only with great hesitation and apparent displeasure found a different flight, 8 hours later, with a connection through Vienna. The customer service people (when calling the USA phone number) have been equally inept throughout. The day before the flight, when I called to confirm the flight time and details, they would just say "I can't help you with that". Even for as simple of a question as asking to confirm the flight time??? I've flown with over a dozen of different airlines and this is by far, the worst of them all.
I booked a round trip ticket for my wife and I from Los Angeles to Budapest and paid for extra leg room on each flight for the total of almost $1900. I called Swiss Air and asked if they have any passport policy and I was told that as long as a passport is valid, I should be able to fly. We arrive at the LAX and we got rejected and were not allowed to board the plane because my wife's passport had only 2 month cushion from the time of departure and we were told their policy states 3 months. I told them that I called their customer service and they told me there's no policy but they told me I was given wrong information. We had to go back home and we spend the next 2 days getting my wife an emergency passport.
I called back to reschedule our tickets and were told no seats available on Swiss but we can fly with Lufthansa. When I told them that's ok, they came back and said we had to pay an addition $300 per seat per flight for the total of $1200 for rebooking. So we were only give 2 options, one to forfeit our tickets and lose $1900 or pay additional $1200 for rebooking. We had to go to Hungary so we were basically FORCED to pay the $1200. Now, we already paid for extra leg room for each flight but when we got on the plane, my wife and I were give 2 separate seat with NO extra leg room and when I called them AGAIN, they said there's no refund. Bottom line is, Swiss Air customer service is disgusting. They blame the customer and charge them even more and do not take responsibility for having incompetent agents that provide wrong information. My wife and I will NEVER fly Swiss Air again.
Absolutely poor experience with Swiss on the following route: Moscow - Geneva - Marrakech. The crew were really lazy, arrogant and unprofessional: they refused to speak to you in English, using only French, even if it was clear you are not a fluent French speaker. Most of them never smiled and had very superior attitude to them. Shockingly, the crew on Moscow - Geneva flight have decided it was okay to go, lie down, cover themselves in blankets and have a nap right on the passengers' seats without taking their shoes off after very rushed service. Blankets were never offered to any of the passengers.
Food is lacking both in quality and presentation and gives off a strong "low cost" feel to the experience, though it is quite tasty. On the way back from Morocco the experience was just horrendous: they stuffed everyone into the plane and right after that they told us that it's snowing in Geneva, so we'll be staying in the ground for about two hours. No one bothered even thinking about letting us out of the plane, serving food or apologizing.
Geneva itself is a disastrous airport, and the transit was very poorly organized with the staff keeping the transit passengers, some of which had sick infants, in the area without toilets, power outlets or vending machines for 1.5 hours with no explanation. They were also refusing for some time to call a nurse to the sick child, which is absolutely shocking! Flight to Moscow was then delayed by almost 3 hours with zero information and/or apologies, while all the airport Swiss staff were having a nice chat and laughing. I have never thought Swiss is such a poor and low-quality carrier, and the whole experience, while not so cheap, was ever so negative and stressful. Never again.
Swiss removed their telephone customer service numbers a few months back and now expect all complaints to go via email or the post. Obviously when you're trying to resolve a problem this makes it very difficult to contact anyone. Not that contacting Swiss customer service will do you any good; they might as well be ex. directory. I've had several issues with Swiss in the last 12 months, and really the only way this is going to get better is to drive them out of business so a new company serving Switzerland can be formed.
Here's an example of Swiss customer service: their flight out of London City was delayed by an hour-plus. In the meantime, out of the same terminal, flights to London Heathrow were taking off half-empty. Requesting I take the a Heathrow flight to get to my meeting on time, the desk agent tells me "Swiss will never let you" (they know what Swiss is like - useless). Sure enough, I'm left stranded in Geneva while half-empty Swiss flights leave for Heathrow.
When I complain to customer service, I'm sent "We're so sorry the flight was delayed. We have to consider safety first/the weather was bad/the incoming flight was late..." Yada, yada, yada. No attempt to explain why I wasn't allowed to take an earlier flight. Hopeless. You might as well complain to your pet hamster (if you have one).
SWISS International Air Lines Company Information
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- SWISS International Air Lines