Swiss International Air Lines Reviews 594

Experience dates back to 2022 - it took 28 hrs to get from LHR to LISBON, via Zurich. Flight was late taking off at LHR. The connecting flight in Zur didn’t wait, contrary to what I was advised. Next available flight from Zur to Lis was the next day however I had to be there that evening. I was advised to go to Munich and catch the early connection to Lis. Flight from Zurich to Munich was late taking off making me miss the connection. Had to stay in Munich overnight to catch a 6am to Lisbon. No satisfactory provisions for dinner or breakfast offered. Never flying with this bunch of apathetic service providers. When I complained, the response was in keeping with the experience. Appalling!

At the check in counter I was informed that I was moved to the morning flight without my knowledge or consent! I explained that this is a concern as I had no place to stay for the night and was reassured that as I had purchased a business ticket the staff at Zurich will book me a hotel. When I arrived in Zurich I was told that all the hotel rooms have been booked, the transit hotel in the airport is closed, there’s nothing they can do I should find a chair upstairs and make myself comfortable by a xenophobic racist staff member. I was completely shocked and now in a foreign city without a place for the night. I spent the next 5 hours sitting in an all night cafe waiting for the airport to reopen. I’m truly disgusted at the unprofessional behaviour of the airline. I did raise this as a complaint to their customer services who brushed me off. If the airline can change your your ticket at will then why do we bother to book in the first place? I’d also advise the airline to competency test their staff particularly anti racism training for their customer service desk.

By far the worst major carrier available - simply horrendous to deal with. After having a flight cancelled, trying to get a refund and compensation was a merry go round. Every Swiss Air employee you speak to gives literally conflicting information from the last.

Worst costumer service by phone call ever.
They don't understand the reservation code, keep saying the connection is bad and after a while they just hang off.

Swiss efficiency is a myth and Swiss Air exists just to prove the point. Why did Lufthansa raise this from bankruptcy is beyond me (ah, Lufthansa is equally bad!).
When you submit a delay refund form the website goes to requested page does not exist.
Then you call customer care in Switzerland (yes, International call) on +41 4354 799 19 - and half way through the call drops.
They really do not care and have no intention of paying any refunds.
The EU policy is a joke if they allow airlines to get away with such behaviour.

I would like to give you a quick feedback about the Swiss Air service: absolutely poor.
1. I booked an international flight for 2 adults + 2 children + 1 INFANT
2. during the booking process I reserved the seats for the row where the cradle was supposed to be according to the seat-map of the plane you provide,
3. to be sure about it, I double-checked it with your inbound call-center/customer care (based in Albania, by the way, and managed by external employees without any direct and real contact with the Swiss Air environment)
4. the experience with the customer care was horrible: the first phone operator told me that the row I booked was without the cradle and that the seat-map was wrong. Moreover he told me I didn't actually reserved the seats I booked (and you confirmed via email)
5. no one was able to help me about it. They told me that the flight was only 4 hours so we should stay with the infant in our arms, BUT THEY DID NOT CONSIDER THE TIME ZONE. IN FACT THE FLIGHT TIME IS 10 HOURS, NOT 4!

Now I have a reservation and an email confirmation with 4 seats, but:
a) there is no way to know if the seats are really reserved or not!
b) there is no way to know if the row is the one with the cradle!
c) according to the Swiss-Air customer service we should fly a 10-hour flight (which they consider to be 4 because they do not know the time zone) with an infant in our arms.

Last note: your call-center, situated in Albania would be obligated by law to give the customer the opportuniy to tranfer the call to an operator situated inside the EU Community. You're not complying with this directive.

Swiss is usually my go-to airline for flights from Germany to a neighbouring country because I find their customer service so much better than Lufthansa's. I almost always end up flying on a Lufthansa plane, but the trip is booked through Swiss because I just trust them more. They've always been there for me when I've needed to call them for anything. Their website is also much more reliable than Lufthansa's, it seems. Online check-in with Swiss has never been a problem, whereas if I try to do this with Lufthansa, it is always hit and miss. I'm glad these airlines are part of the same group, and I am very grateful that I can book Lufthansa flights through Swiss Air.

The one flight that I actually took with Swiss Air on one of their planes was very good too:) This, to me, is a relatively reliable airline in a time when most airlines are becoming more and more abysmal.

Fairly simple - they lost my suitcase. OK fill in the form and make a claim. Staff at Alicante airport were overworked but she tried to help. That part eventually was over and I went o the hotel with only the clothes on my back and in my hand luggage. It was the follow up that really pissed me off.
I was forced to buy some clothes. I kept it to a minimum but I had to buy some things. After about 5 weeks they finally found my case but the claim went on.
I eventually got a mail listing the things in my case and telling why they would not pay for any of them but the one which really got me angry was clothing. The reason for not paying for the clothing was ""WE DIDN'T THINK YOU NEEDED THEM""
So what does one do? They refused to tell me who the supervising authority was. They refused to deal with me respectfully. Their attitude was simply do what the hell you like.
Big Business Bully - what else can I say

I used 59 + 39 Swiss Franc on their wifi service on flight LX181 Bangkok to Zürich 7th of March 2023. Worked for ten minutes and one game in app “Golf Rival”, they claim that I used all available data for the service. The flight in general was nice, but this experience will make me choose another company in the future.

Terrible customer service, company changed to a ‘low cost’ profile but prices remained as if is a premium air line.

Customer service is terrible, i had a chance to ask where they were talking from and it was somewhere in Asia.

I mean…cmon, they say that a service to be called swiss should be provided within Switzerland then i think the customer service (an important and crucial part of the business) would disqualify the company as a swiss one.

If we accept this, Easy jet and all the other companies flying from Switzerland should also have the swiss flag on them.

If there was a minus star rating I would have used it. The level of service and amount of charges applied by Swiss Air to change a flight is outrageous. Having been on hold with their call Center for 45 mins on 2 different occasions, only to be cut off, tells you this company does not care about its customers. If you can book with anyone else, I suggest you do, regardless of cost!

this airline - CROOKS.

I've canceled my flight and I'm able to rebook it at a later time. When I called in to understand how much 'value' I have, they wouldn't even tell me how much credit I have to use for rebooking. They will definitely charge you for the price difference, but if the flight you choose when you rebook is cheaper, they won't be refunding you the difference.

The worst customer service of any airline I have flown with. I flew first class from New Delhi to London. The bag missed transfer from 1st to 2nd aircraft. I have a tracker tag on the bag so know it was flown into Dublin airport on February 9th. Despite hours on the phone and many emails I have not got my bag one week after it arrived in Dublin. Don't fly Swiss. Uncaring!!

Avoid this airline! I travelled from Zurich to the UK with an Economy Light ticket. I had previously purchased 2 check-in bags at 23kg each. In the end, I decided to just use the one bag. It was heavy, but I wasn't concerned, as I had paid for 46kg of luggage. When I got to the airport, they weighed my bag, which was 30kg. Despite the fact that I only had 1 bag to check in and had paid for 2, they still insisted on charging me 60CHF (£54)?! What an absolute rip off. They are the Ryan Air of Switzerland. The planes were awful. Crammed in like sardines. The staff were rude and unhelpful. I will never use them again.

Flight from ZH to Spore 25/12.
1. Business class seat was broken. No incline , in fact was stuck at an awkward position.
I have a pinched nerve which condition got worse due to this seat.
2. Service staff served us opened jam (used by another passenger) for breakfast
3. Offer of chf300 for. S$8500 seat. Which is adding insult to injury.

So totally unreliable as we were told that the office will call back the next week. We wrote again 2 weeks ago but no reply again. We haven’t got a reply until 2 days ago offering chf200.

This is a matter of principle. That passengers trust you and you disappointed us. And the offer to pay chd200 is not acceptable

Flight attendants Corina Stocki und Emanuel Bischof gave me exceptionally good service today.

Booked tickets with a holding fee of € 30. When completing the booking in time there was a failure on their website regarding the creditcard payment. Made a new booking several days later and this time no problem with the same card. The holding fee should be paid back but after 4 months the ‘customer service’ (with all foreign names) keep refusing and taking responsibility. Without any explanation they are violating their own terms and conditions as mentioned on their website. They just steal your money. Avoid them.

Shocking customer service
Inconsistent information on a call vs live chat. I was having a query regarding to our baggage allowance. When asking additional question they just cut me off the live chat. Now I am about to travel to the airport with extra stress. Utterly useless.

Flight canceled but good management to change flight asap.