Swiss International Air Lines Reviews 594

Having paid £2600 for premium economy return from London to Sydney plus an additional £53.20 for an exit row seat on the Zurich to Singapore leg I found myself in a broken seat. The cabin crew tried the seat and they could not recline it so I spent the whole of the 12 hour flight having to sit in the take off position. On my arrival in Australia I complained to Swiss Air who responded with a £100 voucher. I said this wasn't acceptable as this was so much less than the cost of the flight. They then offered me back the £53.20 additional seat charge. I referred the case to SOP and got this back
The airline has now informed us of the following:
„The passenger was booked on LX176 29.03.2024 in Premium Economy and booked the seat 20A. The passenger was actually seated on 20A. The passenger reported a malfunction of the seat. We sent a GBP 100 voucher to the passenger in our previous case 2403-LX-32281 and offered to refund the seat charges of GBP 53.20. As the passenger was not downgraded, and the described situation is not in the scope of EC261/2004, we do not agree to participate in the conciliation procedure.“
Sop then said
Unfortunately, we are unable to conduct a conciliation procedure in your case. According to the information provided to us, it was a service problem and thus not a constellation in which the airlines’ participation is legally required. A voluntary conciliation, which in principle is conceivable, has been declined by the airline.
Not impressed and will not fly Swiss Air again. Premium economy seat on Swiss Air is not worth the extra.

It’s safe to say that Swiss Air has totally gone downhill. I’ve reached out to them regarding my recent flight on December 31, 2023 and after many attempts - guess what, guys? NO RESPONSE. It doesn’t matter what class you are with their airline, it is adamantly clear they do not treat their guests with respect, care and attention. Even their customer service support lied and was so overly confident/arrogant that they’ll respond in due time and guess what? We are approaching the 4th month. They have no intention on responding whatsoever. And look at all these negative reviews on the airline - one can simply tell they do not care about their customers whatsoever.

I had an awful experience with Swiss Air's customer service. Despite changing my flight, I hadn't received my refund. I am extremely dissatisfied with their service and will never book with them again.

Flight cancellation, no help and no compensation.

Swiss have cancelled multiple flights the last 6months. I have submitted all necessary claim forms. There is no follow up, the helpdesk cannot provide an update on status, nor do they know who to connect you to who can help. Swiss is going down the drain quickly

Was super late with a lot of checkin luggage. Help me guides me quickly at the checkin to run with luggage to gate. At the gate the fixed it no questions asked. 🙏🙏

This is the worst airline experience ever. They don't have a proper case ticketing system and send emails across departments in just working hours. Just imagine your case sending emails between different departments, and it's not visible to the support centre, so they need to send emails to each other every time.

They don't have a customer service department; they hire people from amadeus.com at Fiji Island, and people work there at completely different time zones. As a Star Alliance Gold Track Member, I advise management to remove this airline from the Alliance.

Super Low-cost airlines have better service quality than this airline.

It started February 2023 when power to the Lufthansa systems in Frankfurt was accidentally cut.
We fly frequently to Geneva from London Heathrow. After that incident SWISS lost an entire flight booking; they refused to recognize the email / SMS confirmations received. It took months of telephone calls and emails, involving not just us but our travel agent, to eventually get them to agree a refund. But they still didn’t accept it was their mistake. Not customer service.
Since then, on every flight we have taken and are taking they change the booked and paid for seats at least three or four times; without notice. When I complain they tell me it’s because of a “plane change”. Yet the type of plane / seat plan doesn’t change. When I point this out they refer me to their seat policy which basically says ‘you can pay for your seat, but we decide where you will sit’. This is not customer service.
After twelve months SWISS call centre staff are ready to admit they have no clue why it’s happening and they have no control over the system.
Worse still, rather than referring this issue to senior management, they tell me to “fill in a form on the website”. I have submitted at least four of these forms and received replies to two. The official explanation continues to be “due to plane changes”, without any apology or redress.
If SWISS isn’t in control of its own computer systems, it doesn’t matter how good the onboard service may be, we have decided to use a different airline in future.

On 27 Jan 2024 I boarded flight LX780 to Brussels at Zurich. I saw the luggage being loaded by conveyor onto the flight from the trolleys on the tarmac. The operator loaded all the luggage items from the three trolleys parked on the tarmac with the exception of one of my suitcases which he moved to the last trolley. He then proceeded to load the carry on items which had been transferred to hold storage and left with my suitcase still on the trolley.
When I arrived at Brussels I reported the missing suitcase and the circumstances and received a reference number from the Brussels Lost & Found.
Its now five days later and there is no sign of the suitcase on the tracking web site and telephone calls and emails don't help.
Now that all baggage items are tracked by barcode this implies that my case obviously has not found its way back into the system so probably the tag has been "lost" somewhere along the line.
I now want to contact Swissair directly but they no longer give telephone numbers or email addresses on their website.
Pretty shoddy for an international company.

you should never fly with a Swiss airline. they treat their customers so bad. we have had a 24 hour delay and they don't care what the law says. they have to replace us with 600 euros and they fill us with lies and will not prove their claim. They does not follow EU legislation and their customers mean nothing to them.

NEVER have I experienced anything so crazy. STAY FAR AWAY FROM THIS AIRLINE. THEY BREAK THE LAW AND THEY DON'T CARE.
If I could give them minus in star insted of one, I would. STAY AWAY FROM SWISS AIRLINES

Never again....
Me and my family have flown with Swiss Air for the first and last time.
We flew from Singapore to Zürich and due to issues with the electricity the departure was delayed for approx. 2 hours. The issues resulted in the entertainment and information system did not work leaving all passengers to spent a 13 hours flight in the dark sitting in the most uncomfortable seats we have ever experienced on a plane. Furthermore, due to the delay we missed our connecting flight to Copenhagen.
When arriving to Zürich we were promised a 20 CHF voucher each barely covering a soft drink and a snack. Unfortunately, we had to queue for more than half an hour to get the voucher which could be used at BurgerKing and Sportsbar, only.
We were rebooked not to a later departure to Copenhagen, but to Brussel with a long stay there before taking off the Copenhagen resulting in an extended travel time of more that 8 hours.
All in all, a very negative experience with unfriendly ground staff having no time to offer information or assistance.

Cancelled connecting flight, refused any acknowledgment and support for an
Alternative. We had to get a new flight which cost us a lot of money. Customer service very unhelpful and showed no care or resolution.

I have booked my flight from Marrakech via Agadir to Zurich tomorrow on 13. Jan 24, operated by Edelweiss, Flight LX8118 internally at Swiss. The flight was affordable this way and as my travel plans changed, I am currently in Agadir, I just went to the airport to make sure I could join the flight directly in Agadir. No ground staff of any of the both airlines here so the local staff said to call them. I called Edelweis which said as long as I have a boarding pass,it should be fine but to check with Swiss. So I called them and they said no. I have to go to Marrakech because my ticket is cheaper than the one directly from Agadir. Even though its the exact same plane and my friend who did pay the 200.- more, can join this flight, which I will be on from Marrakech, in Agadir. Its a huge scam!! I paid for both flights, it should not matter where I get on the flight!!! This now ruins my plans for the last day of my vacation and adds 6 hours to my trip because I have to take a bus in the early morning to go to Marrakech to then fly back to Agadir! Absolutely ridiculous and a terrible customer experience. I will never book any flight with this airline again. It would have been absolutely no problem to board me in Agadir!!

I checked in online and reserved a window seat and they without any information changed my seat to middle row seat from Delhi to Zurich on 12th Jan 2024 . And the seats were really very uncomfortable. It was better to sit in the toilet pot 😡

Also no baggage and nobody here to contact to 😡😡😡😡

The attendants are good .

Travelling by air nowadays is a stressful experience full of uncertainties, delays and hidden charges. Flew yesterday from Bordeaux to Athens via Zurich on SWISS.

All worked as it should and got us there without fuss. Food and drinks are now charged and not cheap but the quality is really good. Even a cheese burger delivered well beyond initial low expectations and the pretzel was a satisfying nibble with a glass of sparkling Swiss wine. Keep it up!

Returning from vaction in Miami via Zürich, the last flight to Copenhagen resulted in arrival without any of our 4 suitcases.
We waited an hour at the luggage belt without any information and then afterwards more than one hour in line with the luggage handling company to file our missing luggage report.
A horrible and deeply unacceptable experience after travelling more than 13 hours overnight!
Furthermore flying business class it is completely unacceptable to treat us (and other customers) this way and we will never recommend anyone to fly with Swiss.
Here a couple of days after arrival at home, 3 of our 4 suitcases have not even been located by Swiss.

Where to start with the woest airline company in the world?
Not on time, it happens...
Lose your baggage without giving you ANY SUPPORT OR ANY INFORMATION WHATSOEVER.
FINALLY FOUND MY BAGGAGE BACK A FEW DAYS LATER, TOTALLY DESTROYED!!! How is that even possible to destroy a Samsonite baggage. And now, since they are a bunch of thieves, they dont answer emails on time (no rush, right?! you left me without anything and then you destroyed my only baggage, no big deal, I guess) - they answer you once a week with some stupid general information and are obviously doing everything they can to delay, delay, delay and not refund what they owe me! Had to buy everything back on my own to be able to go on my holidays!
Congratulations, I will modify that review if they solve the issue, otherwise, I will spread the word absolutely everywhere, be sure of that.

Seat bought for 30 CHF at 11a because I have a injury on my leg. Than removed without comment to 17 A. Than again removed on the gate to 28 F. Very unfriendly personal on the ground. They don’t know why I am bocked to 28F and told me I can get my money back from Swiss. Bad service on the airport.

by the way: Gate B02 far away and bus transport.
Even EasyJet or Ryanair has a better service! Why? Because the same but prices are cheaper.

The service in the plane was excellent. The ground stuff can learn a lot. And my booked place was sitting a Swiss Pilot 😂😂😂

Travelling from Manchester to Cairo on our Honeymoon with a change in Zurich on the 9th of December. We decided to book with Swiss Air as a reputable carrier rather than Egypt Air, what a mistake! On the outward journey flight from Manchester was delayed and the transfer to the Cairo flight with our bags took place on the Runway! Next day get a message saying they have lost my bag, which they hadn't it was with me thankfully as we were touring round the country and cruising down the Nile so goodness knows when the bag would have caught up with us.. On our return flights on the 22nd of December again the flight was delayed leaving Cairo but with enough time to to do the transfer in the terminal at Zurich, unfortunately our luggage missed the flight. 1st case was delivered damaged on the 24th of December and the Second bag with the Christmas presents didn't turn up till late in the evening of the the 26th.

Surprised that all we were offered on board these flights was a bottle of water. Burger fries and a beer cost £33.92!!

The service that Swiss Air offer is worse than EasyJet/ Ryanair but they still charge premium prices.

Please avoid using Swiss Air at all costs. I have had one experience with them and it has been the only negative experience I have ever had with an airline company (good going, I know). They delayed my first flight so that I had to miss my transfer. The alternative transfer was later in order for me to then catch it but by later we are talking of a cross over time of less than 20mins which is obviously impossible. It took 20 minutes just to leave the plane.

But what is incredible is that the claims process has taken over 6 months. The woman I am corresponding with, Ursule Kawissa-Matumbo did the following;

- reimbursed 150€ then closed the case without telling me and before I could retrieve anything.

- then said I wasn’t owed anything.

- then outlined (in writing) I was owed more than I initially asked for.

- then gave less then she said I was owed.

- finally forwarding my case to the refunds team (so she says) but I fact closing the case.

I have had to do three separate claims, she refuses to include her manager, she consistently contradicts herself and for some reason despite the fact her colleagues can respond to me quicker, they always just pass the buck back to her.

Awful company, and (and I am sorry to state it in such a mean way) can only be characterised by stupidity. Much of the correspondence with the company display them as just not very bright.

Don’t use them.
Best of luck!

Dominic Sharrock

My partner had huge problems trying to get an EU Visa she’s Chinese and she was victimised by the Portuguese and Spanish consulates so we tried to rearrange her air ticket from Johannesburg to Zürich and onto Tenerife and we never got the Visa so we couldn’t use the air ticket I’ve written three times to the CEO asking for a refund and I’ve had no acknowledgement whatsoever they’re lousy airline to travel on their system and food and their seats are very uncomfortable I would rate them one of the worst airlines in the world and not worth Spending the money on a lousy air ticket that cost a lot of money