ComplaintsforSwiss International Air Lines, Ltd.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  After multiple attempts, I was denied access to rebook my flight online as stated in the conditions of the ticket and to which I am entitled. I originally purchased my ticket from ****** to ****** on January 10th 2024, with a return date of April 4th and I rebooked online for July 27th paying the amount requested. On the same date, I contacted customer support and the agent reassured me that I could change the ticket as many times as necessary provided that I would pay the fee difference and use the ticket within 2024. On July 14th I called customer service through My Booking online I was not allowed to make changes and they told me I could not rebook my ticket then I chatted, and the agent was able to offer me another flight, and the chat interaction was interrupted, and when I tried again the live chat the agent told me they had no access to the ticket and to call customer service. I am also denied a refund for an additional checked bag I paid for in the amount of 80 euros. I am attaching a screenshot of the detailed Baggage Policy that was attached to the "My Booking" site where there is no information whatsoever. The response was that it was indicated when I purchased my ticket, I have the original email with the conditions of the ticket and I could not locate that information, when I asked for directions to locate the policy, they told me to call technical support. It seems that in high pick season, the airline modifies without notice its policies and makes it impossible to provide clear and accurate information. I would like to get refunded for the extra checked bag and be able to rebook my ticket from ****** to ******. Thank you

  Customer response

  08/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On the day of our departure I realized that there was not a Swiss air counter at the ************* when speaking to a friend who was driving my daughter and I. I called in to speak with someone at 11:13AM EST and ask where we should be checking in as I was unable to check in online and where we should take our luggage. We got cut off and I immediately called back. After 2-3 more attempts to reach someone, I spoke with a person who told me that I would have to repurchase my *********** was confused. About 30 minutes AFTER the initial call WHILE I was on the phone with them trying to figure out what was going on, sent me the email for the refund. I called back about 15x that day and the last person I spoke with told me that because it was Sunday they would not be able to do anything for me that I would have to call back on Monday. They told me that I requested a refund on my nonrefundable tickets, so I would not be able to fly which is NOT WHAT HAPPENED. So starting@ 330 AM EST (working time in ** to speak with someone) I called back and started requesting to speak with a supervisor. I called about 20x on Monday with no help at all. I got every answer from a supervisor will call you when they were available to, were sorry that even a supervisor cant help you, to I dont have a supervisor. it was u[erly ridiculous and made me cry mulIple ****. Ive gotten no help at all from Swiss air or Lufthansa and I have called and sent emails and gone onto their online portal to submit claims multiple times and every time I get a response that it has been resolved. This issue has not been resolved. There is no way that I called 6 hours before my flight and requested a refund on nonrefundable Tickets to throw away $5k which is what they are saying happened. I absolutely did not! We ended up purchasing new tickets and flying with Air France to get us to our destinations.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We took two separate flights today, one from ****** *****, to ******, to then to ******, ***I have never experienced ***** staff on all level and on top of that they lost our bags and over 21 other bags. In *******, we were delayed nearly 35 minutes with other planes leaving ahead of us. The plane we were on was run down and honestly pretty beat up at least inside. Only one of the staff members was friendly and the others were rude. When we landed in ******, we had extremely limited information of where to go, with us having to do a dead sprint to our next terminal without knowing where we were going. When we got to the terminal (they were trying to shut the doors), the gentleman there was being UNBELIEVABLY RUDE. He literally threatened us to get on the plane or be left, whereas its the airlines fault all around for these delays and miscommunication. ****, if we missed this flight, the only option was next day and takes 22 hours and Swisss policy for refunds because of their mess *** is HORRENDOUS. You will lose 50%. We literally told the guy we were waiting and that this was their fault and that their own flight service didnt watch us we were on the other side of the ****************. They did wait, while non-stop threating to leave us. Guess what, the plane didnt leave for 20 more minutes.When we arrived at ******, 21 bags were missing from the plane (8 being ours naturally). The representatives were rude and combative, and Swiss forces you to do things online, which is fine, yet our tags didnt make sense to us and their website explains literally nothing. Do we get any form of refund of the baggage fees, NOPE. Do we get anything at all other than terrible service all around, NOPE. Horrendous, this company is just awful. How can baggage fees cost so much and when they mess us there isnt a refund? Swiss Airlines should compensate us in some way, disgusting service.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I traveled for business with Swissair flights LX19 and LX1710 from ****** to ****** via ****** on May 21st and 22nd.The first flight was delayed and my luggage got lost during the flight LX1710 from ****** to *******I filed the complaint in ****** and explained that I was traveling again on May 24th because I had a meeting in ***** and a tradeshow in ********* (PLMA).The trucker appointed for the delivery refused to deliver the baggage on May 23. Since I was on a business trip, without any clothes, and with other traveling plans, I was obliged to purchase something for my business meetings.I followed Swissair protocol and sent all the receipts to their **************** for a refund and I was astonished when I received their reply with a refund of 50% of the items purchased (i.e. I bought the essentials for four days: toiletries, underwear, shirts, belt for trousers.I rejected the offer and requested a full refund + ******* miles as compensation for the time wasted on June 1st (email attached).I never received a reply and I am now expecting a full refund of the expensed + ticket (i.e. I traveled business class and paid nearly $4,000

  Customer response

  07/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.

  I am extremely disappointed and disgusted by the behavior of this company. They have created a problem due to their inefficiencies and forced me to buy what I need due to the delay of the luggage (all documentation regarding my business trip and the purchase has been provided). But, above all, they have offered a partial refund and therefore refusing to comply with the Montreal Convention, since I was traveling from the ** to ***** via their hub in *******

  Sincerely,
  
  *****************

  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 9, at 12:30am I placed 4 tickets on hold on the website of Swiss Air. To do so, I paid $20/ticket in order to freeze the price for 48 hours, as my travel plans were not confirmed. For this $80 payment, I had to input my CC info. I immediately received an email confirming the price was guaranteed for 48 hours and if I didn't complete my booking before this time, the tickets would be cancelled. I went to sleep at 12:45am after reading this email. The next day, my travel plans changed and I decided to let the Swiss Air tickets expire. In fact, I purchased 4 new tickets with another carrier (for the same passengers but on slightly different dates).On Sunday May 12 I see that Swiss Air had charged the price of the 4 tickets AND the price of the price freeze ($20/ticket) to my credit card, both on the same day (May 9). I called Swiss Air to check if this was just a pending charge, and they said the tickets were confirmed!I was shocked! I told them repeatedly that I never confirmed the tickets and they should have been cancelled after the 48hr price hold ran out. Swiss Air advised me that the tickets were confirmed 3 hours after I paid for the price-freeze; so on May 9th at 3:39am.I did not confirm these tickets. I have reached out to Swiss Air via multiple platforms ********* website, filed complaints twice) and via phone (US service center, Swiss service center). They have refused to investigate where the "Complete booking" order came from. They say the tickets are non-refundable.This is fraud. Swiss Air sold me a price-freeze for $20/ticket and then confirmed the tickets 3 hours later without my consent. They refuse to provide any proof as to how the booking was completed or at who's direction.Please help me get through to them - it's either human error on their end (ticket center processed the tickets without seeing the price-freeze) or the price-freeze has a glitch. Either way, it was not my doing and they should be able to see this if they investigate.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Summary: Swiss cancelled half the tickets of our family trip then refused to refund the other half when we asked for a refund.Details: My girlfriend and I had a trip booked from ***** to *********** (******) on Dec 10. The sole purpose of the trip was to meet her brother and his fianc who live in ******, so I could meet them. Her brother and his fiance were also flying Swiss Air from ****** to ******. A month before the trip, the Israel-Gaza war broke out and they cancelled her brothers flight from ***********, thereby cancelling our trip. However because we were flying from *****, our ticket was not cancelled. I explained to customer service that the only reason for this trip was to meet my girlfriends brother and fiance in ***********, but now that Swiss Air had cancelled their flight that effectively cancelled our trip, and I asked for a refund on our tickets. I spoke to a couple different poeple, and one promised a full refund and said I would be receiving an email the next couple days. I didnt get an email and our flight date eventually passed. I think called customer service another 3-5 times and was told he everyone there was no record of a refund promised (so that agent just lied I guess) and because I had a non-refundable ticket there was nothing I could do. So I lost about $2300 on tickets where I DIDNT CANCEL THE ***** the airline cancelled the trip for half our family and didnt allow the other half to refund.Ive spend 5-10 hours trying to get this worked out, nobody there is willing to help. I tried a credit card dispute and they overturned it.Please help, $2300 is a lot to lose for a service not delivered. I would like a refund because I obviously dont want to fly with a company like that but Ill settle for credit.Im not trying to make up some fake reason for cancelling, they cancelled half the familys tickets and then refused to refund the other half.

  Customer response

  06/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  ******************
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 21 2024, my flight from ****** to ****** was first delayed over three hours, and then when we thought we were going to begin boarding the plane once the gate was announced, the flight was then cancelled. My friends and I had to pay out of pocket for all of our food and expenses incurred. While in ****** the representative assisting us at the airport refused to give us our carry on luggage that we were forced to check in since there was no more cabin space on our first flight from *************** to ******. I had no clothes, undergarments, toothbrush, and I had to fly out the next morning with what I was wearing the day before. To be in this position was awful as I had to then get on an almost 12 hour journey home. I was promised by Swiss Airlines that I would receive compensation within 4-10 working days for everything that I spent while in ******. I was promised this on March 28 2024, and have still received nothing. To add further, Swiss Air could not put us on a direct flight from ****** to ******. Not to mention we could not even get a flight back to ******, we had to get on a flight headed towards *** which is about a 90 minute drive from ******. We were forced to fly to ******, to then fly to ***. This was already frustrating as it was. Upon arrival at ***, my luggage was lost. This was a carry on luggage that I was forced to check in on my first flight from *************** to ****** as there was no more cabin space. This would not have been the case had the Swiss Air rep in ****** gave me my luggage. The luggage was delivered the next day at 2:30 AM, yes 2:30 in the morning, and I had to obviously stay up till the gentleman arrived since I dont want to have my suitcase dumped in front of my doorstep for anyone to take. Swiss Air needs to do better, I have flown with them before and this is the first time I have ever had a real issue with them. This will probably the last time I ever fly with them. I want compensation for what I endured and spent.

  Customer response

  05/20/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Swiss International Air Lines, Ltd. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2/13 checked into my flight on Swiss air.afyer an hour they canceled due to strikes.i was in ******* flying back to **********.i had to pay ******us dollars for my hotel to stay .paid 80us dollars for our meals.swiss refuses to refund or anything because of their policy on strikes. I had to pay out of pocket costs I can't afford. I wasn't aware that strikes aren't covered.it isn't a good policy to cancel due to strikes and the ppl affected have to pay out of their own pocket,very inconvenient. I wasn't aware of this policy until I contacted *********** said sorry but not sorry.they refused to help me twice.i sent them the receipts as well to no avail

  Customer response

  04/14/2024

  At this time, I have been contacted directly by Swiss International Air Lines, Ltd. regarding complaint ID ********, however my complaint has NOT been resolved 

  They said they couldn't help me

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/28/2024, I bought 3 round-trip tickets (1 adult and 2 kids) from *** to *** departing on March 14 with LX23 and returning on March 22 with LX22. I paid $2,993.40 for these non-refundable Eco Light tickets. Today (3/8/2024), the same tickets for 1 adult and 2 kids cost $1,626, which is $1,367.40 difference. I was being told by Swiss Airlines that they cant do anything about it given the price can fluctuate and its a non-refundable flight but this fluctuation is not couple of hundred dollars but more than $1k and almost 50% discounted to the original tickets.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was scheduled to fly via ****** to *******, ***** on Dec 3, 2023. The flight into ****** (flight LX39) was delayed by around 5 hours, causing me to miss my connecting flight to ******* (LX8220) that evening, so I had to spend the night in an airport hotel.Swiss Air instructed us to book our own hotel and promised that it would be reimbursed. They insisted that all we would need to do is submit a copy of the receipt for the hotel, as well as any other expenses (such as for food).I booked the hotel myself and flew the following day.I then submitted my receipts for the hotel and for the breakfast through the Swiss Air website.I received a confirmation that they had received my request and that they would be processing it. I have not received any information back from them since.I have emailed them twice more as well as called them, all of which led nowhere.When I filed the original request, I was assigned a reference number for that filing. It is:Reference ************* I am requesting reimbursement for the hotel ($149.24) and breakfast at the airport ($24.09), for a total of $173.33, as promised by the airline.

  Customer response

  03/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

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