SWISS International Air Lines Reviews

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.

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 The system and staff they have are so outdated and not human.

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.

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).

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.

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!

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).

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.

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...

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 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.

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.

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.

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 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.

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.

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).

I admit it's my bad and I just noticed 4 Jan and assumed that's the date I arrive in ZRH (Monday). I was put on hold and the agent confirmed with his manager it's absolutely my fault and I have to pay the rebooking fees. When I said I'm not going to pay, the agent said the Sunday flight I wanted is fully booked. I requested to hear the voicelog for the rebooking changes anyway and I was told that it seems like I'm unsure about my rebooking, hinting once again it's my fault (yes, that's 'exceptional' customer service).

When I said I'm sure that I asked to arrive on Mon morning, like my original flight, I was told the voice record is deleted but when I asked how long the records are kept in general the agent was unable to answer me. The call I made for rebooking was end July/early Aug so it has not even been 6months!! There was no customer service to speak of! There was no proactive help offered at all when I called to inform them of the mistake and the inconvenience caused. The only 'help' received from the agent was directing me to lodge a complaint on Swiss.com when I asked what can I do.

Before the call ended, the agent wished me a restful flight so I can go to work recharged on Monday morning and I had to correct him that I'll be landing on Tuesday, thanks to the rebooking mistake! I wonder if he was the one who made the rebooking mistake in the first place... I feel that there is just blame shifting to the customer so as to suck out more money from the customer whenever possible. This incident will certainly deter me from flying with Swiss in the future, unless I receive a satisfactory explanation from Swiss (I've lodged a complaint).

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 customer service sucks. Don't fly Swiss.

I only found out when I rang them to check my luggage allowance. They said both baby and I are not allowed any luggage! So I asked them to buy an additional bag and gave them my card details to purchase it. However they never mentioned it was only one way! When I was checking in for my return flight I was charged another 30 euros to return the bag back!! They conveniently forgot to mention that I was paying only one way (you would think they would at least mention it) and slapped me with a massive fee on the way back. Also beware if you are buying a Swiss Air ticket via web or a third party, they never mention the fact that you're not allowed any luggage.

Also their staff forgot to check me in for my connecting flight which was a nightmare because I didn't know which gates to go to and their transfer desk at Zurich Airport was empty. They also forgot to link the baby to my flight so I had a lot of problems checking in. However they didn't forget to charge me the additional fee for the one and only bag I made the trip with!

For me, Swiss Air should be shameful. First the lost luggages, then take 22 days to look for (probably never did) as it has gone missing right in front of their nose. Worse is that after many phone calls and emails, that Swiss air never reply too. You still have got nothing. I my views the airliner is arrogant and incompetent handling customers claims. They take pride in comparing themselves with even worse airlines, as I was one explained by one of their reps, who told me that other airlines take up to a year!

On our flight we were only served nuts and water as opposed to a light meal. Since we had a considerable wait in Zurich and would only get to Prague at lunch time we had to buy our own breakfast in Zurich. Also we should get about 250 euros per person for the cancellation. On our return we put in our claims as suggested by the Swiss officials at Valencia airport on departure. Swiss denied all claims saying it was an extraordinary circumstance. At the airport we were told it's a technical problem. I've browsed several websites and it seems Swiss gives the same excuse to all. Also according to regulations technical snags and maintenance is not categorised as extraordinary circumstances. So disappointed!!

Whilst on holidays a few days before I was due to return home, my partner went to check-in online for both of us but found my ticket had been cancelled. We called Swiss Air to which they replied my ticket had been cancelled because I missed the first leg. I explained that this is what I had been advised to do and had discussed this with a Swiss Air representative, to which they replied that they had no record of my call. I told the representative that I can prove that I made the call by showing my call logs and they said that because they didn't have the call recorded they will not honor the ticket. They indicated that normally their calls are recorded but this must have been a breakdown in their processes. They then offered me a 1-way ticket for double the price that I paid for my return ticket to be on that plane. The staff who spoke to me on the phone were extremely rude, asking me if I was "done yet" and telling me that there is no issue with their system and being a global company cannot account for every call that they receive.

They lied to her asking her to go and get her luggage and they would help her in changing the tickets for free so when she got back they directly refused and humiliated her by shouting and screaming at her until she had a panic attack and asthma attack from their unacceptable attitude where my sister kept on begging and requesting them for a change calmly... The staff kept on humiliating her just because I made a complaint against them. I am taking this case further as due to their humiliation and unacceptable behavior, my sister had to call an ambulance and end up in the hospital.

Imagine: you buy two flights and loses the second because you did not fly on the first one. This of course, was properly hidden in the terms of service. So they can sell again the same seats, earning twice the benefit. Would you trust a company that plays this kind of unfair play? They call it the NO-SHOW policy and it's for sure, I will never SHOW again in their webpage or desk. Visit swissbreaksreturns.com to know how many others have been cheated by SWISS AIR.

Police were called when we raised the alarm and said that there were no CCTV cameras in lounge anywhere so they could not see the person who took it. There is inadequate security in this lounge as it has two entrances and there is no barrier for anyone to enter the lounge. We intend to sue the airline if they do not make good our loss of passports, cash, laptop, credit cards, rail passes, etc worth over USD 10000. Business passengers are advised to be very careful to ever enter this lounge at Zurich airport.

This is absolutely appalling business ethics. I am completely floored at the lack of service and blatant disregard to such a serious matter. If I had known that SWISS Airlines conducted their business like a backyard company, I would never have dealt with them. Furthermore, I would have flown another airline, which in my opinion are much better priced, more comfortable and their service has to date been excellent. The only reason I did not was to avoid a layover, but this inconvenience is far worse than waiting a couple of hours to catch a connecting flight.

After 25 years flying with Delta, this has never happened to us. We gave Swiss a try because departure time in Zurich was more convenient than departure with Delta, but it was a bad mistake. In addition, leg room was very skimpy and we are not tall. The people behind us asked us to straighten the back of our chair so that they could use the table to eat. We will never fly Swiss again.

I am 6 feet and weigh 215 lbs and I suffered!!! I got absolutely no rest. The entertainment screen on the back of the seat in front of me was so close to my face I really couldn't tolerate looking at it. My knees were up against the seat in front of me the whole flight. The service, snacks, drinks, meals and candy were all good but when you are in a sardine, you really cannot enjoy the amenities. The designers succeeded! They increased the number of passengers that can be seated on that plane but did so at the discomfort of the passengers. I spoke to the airline stewards and they indicated that they didn't design the plane hence could not relieve my disposition .Yea for profits! I will never fly Swiss Air again!

The agent informed me that because of Sandy, I would have no problem re-booking, just that I might need to pay an upgrade fee if the date I chose to fly was at a higher price than my purchased ticket. She also said I could ask for a partial refund. She said she was making a note in my file about Hurricane Sandy and that United and Swiss agents should both understand. To my surprise, when I later went to re-book, the United agents told me they couldn't re-book me on a flight and that I'd have to call SWISS. I then called SWISS and spoke to one of the nastiest airline agents I've ever encountered at SWISS' Cape Town offices. He said that my flight flew during the hurricane and that I was a no show, and he was not responsible for what United told me.

I called United and dealt with them since they were a little more understanding. Unfortunately, their agents all told me they had to speak to supervisors, who in turn said they were speaking with SWISS and that they'd get back to me with a solution. This went on for weeks which turned into months. Only recently, after filing a complaint with the Department of Transportation, did the airlines get back to me. They said that because so much time had passed, they no longer had records of my flight in their systems, so the best they could offer were measly travel vouchers. SWISS, through its customer service agent, Rosemary **, even went so far as to tell me the airline didn't care about anything further I had to say on the issue, and snarkily remarked that SWISS is unconcerned about losing my future business. Now, how is that for nasty?

An airline that would take advantage of a natural disaster to leech money from its customers without delivering service is not airline I would trust for safety or anything else. Never again would I fly SWISS. It is truly a pity that this airline is the flagship airline of Switzerland, a country that is still trying to repair its image as an underhanded state that took advantage of Holocaust victims. SWISS, unfortunately, demonstrates that underhanded business tactics are still alive and well in the quaint alpine nation.

When I voiced my outrage, they told me that the promo was over. However, I could go on line right now and buy the same ticket for any date, between February and May 2013, for the same $3700! The promotion is not over. They are just lying. The Swiss clerk had to admit that they set these promos in a way that the minute you need to make a change, regardless of when, where and what, you will have to pay, not only the traditional $200 or $400 ticket change fee, but thousands of dollars more! This is a rip-off in broad daylight! I will never fly Swiss again in my life. I suggest you don't either!

On February 12th, I purchased a ticket from Swiss Air. My grandmother had just passed away and I was desperate to attend her funeral and provide support to my family. I was traveling from Hong Kong to Warsaw via Zurich. I live in Shenzhen, China. We are able to take a ferry to the Hong Kong airport. There is an airline counter in Shenzhen that checks your ticket, then you depart China via the Shekou Port immigration. I did this on February 14th, on the last ferry of the evening. When I arrived, I was informed that because my husband had purchased the ticket, it was not valid and the payment was not accepted. It should be noted here that I received an eTicket, a receipt for payment and email confirming the flight, and had passed through the airline counter in Shenzhen port. The eTicket clearly listed my name as the passenger. At no point did Swiss Air contacted me to let me know there was a problem with the flight.

The counter staff said that I had to buy another ticket at over $1000 USD cost. I began to cry and beg the counter staff to help me attend my grandmother's funeral. One man replied to my begging by waving his hand at me dismissively and yelling at me in Cantonese before walking away. I informed the staff that all I had was a bank card. The woman at the counter tried to get permission to allow me to enter HKIA to withdraw cash to repay for the ticket. During this time, the man who yelled at me came back with the ferry staff and customs officials and they yelled at me some more. They had absolutely no compassion and no interest in the fact that I had a receipt of purchase. The woman at the counter finally gained permission to escort me into the airport to withdraw cash. I gave her $8250 HKD and she gave me a boarding pass. The boarding crew provided me with a receipt and I was allowed to board.

To add insult to injury, Swiss Air had accepted and processed the original ticket and refused to return the money. To restate: Swiss Air issued me a ticket and receipt, then refused to honor the ticket but kept the money. If this sounds like theft, you are correct. This is absolutely illegal under the Hong Kong Supply of Services Ordinance. Additionally, I suffered great stress and mental anguish due to this event. Upon my return trip, I suffered a panic attack in the Warsaw airport due to my concern that Swiss Air may have again denied me transport back to Hong Kong. I now have a fear, not of flying, but of airports! I will always worry now that I will arrive at an airport and be denied the right to fly.

Furthermore, I have spoken to many people at Swiss Air in person. All professed to understand that Swiss Air acted poorly in this situation and under no circumstances should keep the money for the original ticket. However, they made no attempt to correct the situation and insisted that I have to apply for a refund. A refund for a ticket which was not honored when I have a receipt for payment for a new ticket. I would like Swiss Air to give me a written apology and compensation for my suffering. I would also like them to change their policies so that they will honor all tickets with receipts. In this case, they should have allowed me to fly and contacted me to resolve any payment issues afterwards (which, to be clear, there was no payment issued because Swiss Air processed the payment and refused to return the money). They also need to improve their customer service. I contacted them via phone and email, even emailing the CEO, but have heard no response.

I am currently disputing the charge via the credit card company and I am also investigating the possibility of taking Swiss Air to court in Hong Kong as I believe the act of accepting payment for a service and then denying service and keeping the money is illegal.

She had surgery the day following our arrival back to the States, getting her gall bladder removed. I called Orbitz, where I booked and purchased the tickets, to change the flights back home. Orbitz informed me that I needed to call Swiss Air in order to change the tickets.

When I call Swiss Air, I explained the reason for the change to the Swiss Air agent. She assured me that the 'change fees' ($250 for each ticket) would be refunded upon submitting a letter from the doctor/surgeon.

I received the letter from the surgeon explaining the hospitalization and surgery requesting to adjust the airline reservation change fees accommodating the medication needs. I called Swiss Air to ask where I could send the doctor's letter. I spoke to another agent and then supervisor, asking where I may send the letter to have them adjust the change fees from my credit card and was told that Swiss Air would not refund any change fee charges.

I mentioned to the agent and supervisor of their Article 03 in Terms & Conditions and their answer was that it was not up to date. I reminded them that if that was the case, then they are posting out of date legal information and is unacceptable, and I'm sure illegal.

I will never ever fly Swiss Air in the future. Do I have any hope of seeing our refund of $250 for each ticket?

Before the return leg of the trip at FCO the Swiss ground agent charged me $200 to bring the bicycle home. Swiss air deceptively waited to charge the fee when I had no choice. After a complaint was filed Swiss Air responded by saying that they were 'sorry' but no refund of the fee would be given. Swiss Air has a deceptive policy.

"We have carefully reviewed your reservation data history and have learned that although our ground agent failed to apply the charge for traveling with a bicycle on the eastbound portion of your trip, a bicycle is considered a "Medium Sport Item" and therefore a charge to travel with it is required, according to the baggage allowance associated with the passenger's ticket. Therefore we must respectfully deny your request to refund the fee which was correctly charged to you. "

I said I have traveled to Brazil for more than 6 times during the last two years, and never face such problem with Lufthansa. They said that it is because you fly with Lufthansa in the two ways (But because you go to Brazil with Swiss air and come back with Lufthansa), we cannot allow you to travel unless if you make it Only Swiss Air. I told them now, I will not find a ticket and asked them that I will do the changes when I arrive to Brazil. But they said, "No. We don't believe you. If we allow you to travel now you will not change your flight back and will come with Lufthansa. No. We will not allow you to travel today." Sorry was said in a very bad impolite way. They said, "Sorry this is our rules." I told them I traveled to Brazil more than 6 times without this procedures. They said, "we don't know what you are talking about."

And then they left me in the counter alone and went away. I lost my trip to Sao Paulo , I lost my hotel reservation , I lost my business.

He claimed he could not offer refunds as this was a "force majeure", in breach of Regulation 261/2004.

This is an absolute disgrace. I was eventually told by Reto **, the MD, that any correspondence from myself would be ignored by his staff. Is this any way to treat paying customers? If you have any dealings with Swiss International Airlines, then make sure you get everything in writing. They will not just take your word for it.

We come to the point. I have a child of eight months. From August I booked a flight as usual for round-trip to China. The round went well, the correct position for a child, and there were also served 2 meals for babies (baby). The return have been disastrous! The flight LX138 gave trauma to the child that even now bears the results at 4 days after our arrival. Well, in the check-in, I asked politely to be assigned since I paid for the area suitable for a newborn, and as we all know, the lines 23 or 29 of the Airbus 340-300 in question, they were not very polite and I was told it was booked full, and they gave us the last row. I've told them to hope for the best because the seats in the back row do not drop a lot.

Although the two positions on lines 23 or 29 were not available, I would have settled for two seats at any available position, but I never waited for the Swiss to raise a child of eight months for an intercontinental flight in line 45! Well, yes! I was placed with the baby and my wife in the middle of 2 bathrooms where every shot you can imagine the door opening and flush toilets, and to have brought my child who desperately tried to sleep, having strokes and jerks of each use! It was really heartbreaking to see such a young child to jump and get scared at least 120 times during the trip! Light sudden deafening noise did not make the face easier. The surprise was also the hostess, who could not understand why we were there, but no one has moved to fate and I do not care if senator card or the card frequent flyers Miles and More have priority in the decision of places.

I believe that such a young child has priority and never should be read in places like that, not to mention that the seat in that position cannot be completely reversed, and that the indifference (which I understand) of people in line 44 have led to a harrowing journey that came with the seat a few inches from the baby's head. What would have happened in case of severe turbulence or a decrease of lift of the wings? To be added, the fact that fortunately for the sake we had also brought food for the baby because during the flight, it’s never taken anything for the child to have done the first time.

So we were treated as a hold baggage. I guess my complaint is understandable and I am attaching the tickets used as evidence to what I say and also the booking agency with proof of how and had been paid for the ticket, HK $33000 for a round trip and back in those conditions. Theft and insult, in many ways, we noticed within a week. Otherwise, your consumer federation, local (Chinese), Italian, Swiss as well as many blogs will be aware of this case that surely will come as a bolt from the blue to Mr. Harry **. Thank you for your attention to the operator light. This message could you please help shed some light in this story.

The sentence should read correctly as: However, when I take a look at my bank statement, it seems like your Indian employees have charged me 12000 INR instead of 52500 HUF, which is 7983 HUF more than what I supposed to pay (my Visa Card that was used to pay is in British Pounds). The 12000 INR was mentioned several times in the text. And if one adds the 7983 HUF to the 52500 HUF, it will be clear that the 12000 INR was meant. Sorry for the mistake and inconvenience.

After posting the story, there have been some more strange developments when I have approached the Vista Travel agent from where the ticket was purchased. They in turn communicated with the local office of Swiss Airlines, which sent me an outrageous reply. From this a really ugly mess unfolded which has perhaps worse significance to all passengers than the case described on your site. I am not sure though if we should add this part or not. What is your opinion? If you want to hear about the details, please let me know and I will send the new developments of the case.

I came to India with a Lufthansa flight Airline ref: ** Flight LH 3453 From Budapest to Bombay. However, my ticket backwards is a Swiss flight from Delhi to Budapest LX 0147 and LX 2250. The date of departure was February 24, 2011. I wanted to change the flight date and written an email. In the response, they have told me that I should call the 1-800 number in India to change the departure date and I can pay the fee at the Swiss office at the airport on the date of departure. I have called the given number on June 28 around 1PM local time and requested to change the date of departure. However, the lady on the phone told me that I must call Lufthansa and they have to change the date because I came with Lufthansa and have a Lufthansa ticket.

It was suspicious to me and absurd, but nevertheless, I have called Lufthansa with the request to change the date of departure. They have told me without hesitation that I am going to fly back with Swiss Airlines, thus, I have to call Swiss airlines on the above number and you have to change the ticket. I could not pose any counter argument since it really makes no sense to ask Lufthansa to change my flight on Swiss Airlines. Therefore, I called back your office on the above number and told them that Lufthansa is not going to change the ticket and they have to do it. The lady on the phone was very rude and brutal, refusing to help and asserting I must ask Lufthansa. When I started insisting, she hang up the phone. I called back several times since I have had no other option, but each time the lady on the phone played ** as if she would not hear, though I heard her very well. Then I got angry and started telling her that she is not going to get away like this and should stop playing this ** game.

At the next call, the lady appeared to hear what I say and I immediately asked her name. She said she is Zarin and acted as if it was not she who I was talking to before. I asked then who was the other lady I was talking to and she refused to give any other names. I had to tell my story again and she reluctantly was looking for the nearest day I could fly back to Budapest. She said that there is no free seat until 4th of July. That day is too far for me therefore, I asked if it would be possible to reserve that seat for me in case nothing turns up sooner, but call me or email me in case someone would cancel his flight and free seat would be available sooner. She said it is not possible because I have to pay the changing fee each time I change the date of flight. It makes no sense for me why would it not be the interest of Swiss Airlines to take me home earlier on an empty seat that would be wasted otherwise and sell my later seat to someone else.

Anyway, since I did not have internet access at the time to verify her claims and did not want to lose even the allegedly closest available seat on 4th July, I agreed to change my date of departure to that date. However, later when I went to the internet cafe and searched free seats for the flight from New Delhi to Budapest, I have found several free seats even on 5th and 6th of June! It seems that you have got some arrogant rogue females sitting in your office in India who even use their privileged power to deny me preferred earlier flights back as revenge for my daring to ask them to do their duties. Then I have sent a copy of my complaint to you and also to Kaizad with the request to use an earlier date since obviously, there are free seats there. Then Kaizad phoned me back trying to paint a picture that they have done everything correctly even the bouncing me off to Lufthansa, and also that the seats before 4th July cost more than my ticket and would require the payment of the difference. However, her colleague did not mention any such option to me earlier and did not allow me to choose when I want to return!

After trying to correct his presented biased view and showing that everything is not right, we have made an agreement that he will change the date of departure to 5th of June and I will pay the fare difference of 40000 HUF plus one time 12500 HUF for the change of date. He assured me that these prices are fixed in HUF and will not be changed and also that I will have to pay only one time 12500 HUF for the change as it was not my fault that the lady forced on me an unsuitable date. On 4th of June around 4PM local time, I went to the Swiss Office at the Delhi Airport and wanted to pay the fee there. They said I will have to pay at the check-in at night. But the fee to be paid was already a matter of confusion. First, they claimed 12000 INR which is more than what we agreed with Kaizad. Finally, she agreed that my fee is fixed in HUF and will be 52500 HUF in total.

Nevertheless, the chaos and fight did not end there. At the time of check-in, I wanted to pay the fee to Nidhi, Tyagi who insisted that I have to pay HUF 58100, which is more than what we agreed about with Kaizad. I explained her that the fee must be fixed in HUF since the ticket was purchased in HUF and we agreed with Kaizad on this condition. But she became more and more arrogant and aggressive saying that the computer shows I must pay 12000 INR and that must be right! I told her that I have already have had problems with Swiss staff and sent a complaint to the central office, and seems I will have to send a new complaint. She arrogantly said if I want to travel, I must pay what she demands and then later I can send the complaint. Yes, sure I will send the complaint and will also spread the story of the Swiss nightmare on the internet to warn others to think twice before making a choice of airlines. Taken her name and asked her to call Kaizad and clarify that what I claim is correct, and I went to check in.

Few minutes later, she said that I will be charged the agreed 52500HUF but she already charged 44300HUF + 12500HUF and will refund the 4300HUF. My goodness! First, she wanted 58100 HUF then she charged 56800 HUF. Now, it is pretty obvious that she has got no idea what she is doing! All kind of numbers popped up except the original sum we agreed upon! Anyway, I signed the receipts because I wanted to get home and out of Swiss nightmare. You would think that now I am finally at home and the troubles are over. However, when I take a look at my bank statement, it seems like your Indian employees have charged me 18000 INR instead of 52500 HUF, which is 7983 HUF more than what I was supposed to pay (my Visa Card that was used to pay is in British Pounds). Please check the amount charged and make sure it is the agreed HUF 52500 and not some other arbitrary number!

Please take a look into what is going on in your Indian offices because this is outrageous! I have traveled a lot with different airlines into many parts of the world and never had any problems. But these people surpass the worse expectations. First, they are lazy to do their job properly and want to get rid of me by sending me repeatedly to Lufthansa. Then they are reluctant to inform the customer of his options when choosing the date of departure and force an unsuitable date. Then they agree with a fixed charge and at the same time, mess up the numbers in the computer to perpetuate the chaos and cause even more trouble as if it was not enough already. Finally, they are unwilling to listen to the customers' claim and give him the credit that he might be right and not lying!

Before getting arrogant, rude and assertive, they are supposed to check whether their colleagues might have caused the confusion and charge me the agreed amount not what their ignorance, arrogance and fury dictates them at the heat of the moment! These people absolutely have no customer service skills, don't know what it means to be kind, helpful and humble. They think they are some kind of bureaucratic authority and I must do as they say because I have got no other choice and they are the boss and I am the servant! Well I have got a choice, a choice whether to travel with Swiss airlines again or not. Of course, they will not care about that and perhaps not even you because I am only one person. But if I will let others know about what they can expect from your Indian colleagues on the internet, then that will give the right choice to many more potential customers.

I don't think it is worth supporting this mentality and way of behavior in your offices because it will sooner or later hit someone who will spread your bad fame and that will translate into losses much higher than the loss caused by your employees to one customer. Today, I have sent a complaint to contactus.bom@swiss.com but my email bounced. Obviously, they have banned my email address to prevent me from complaining. I have also submitted complaints through the Swiss complaint web form but got no answer at all. Please let me know what can we do. The lost money is not much, however, I still feel one should not let thieves get away with their acts unnoticed otherwise, this attitude will become standard practice against all passengers. I also wish to inform other passengers to watch out for this mean behavior. Please let me know your advice.