Swiss International Air Lines Reviews 593

Worst customer service experience ever. I work on a Hotline for a bank and not even I could expect the low level of service and interest for the customer on the phone it was below minimum for sure. My mother booked a flight from ZRH to AGP and had a regular purchased ticket no standby no nothing. Upon Online check-in so 24 hours before the flight the ticket stated "WL" which stands for "Waitlist". My mother called 5 different numbers and was passed on numerous times costing her about 3 hours where every employee stated the same thing, she had to go to the airport to solve the issue. My mother is 65 years old and lives one hour away from the airport. For her that is not as easy as some may think plus it is an error on Swiss's behalf so it should be them who attempt to solve the issue and assist. Unbelievable. I used to work for an airline within the Lufthansa Group myself and I am ashamed to see today's standards from these airlines. Even Easyjet and co. meanwhile offer better customer service.

Pricing Inconsistency and Unfair Treatment.
• The Issue: During a request to change a Business Class flight from Zurich–Larnaca to Zurich–London, I was quoted a change fee/fare difference of over €1,200 per person by your agent.
• The Discrepancy: Simultaneously, the exact same flights were available for new purchase on your official app for only €600 per person.
• The Impact: Not only did the airline refuse to provide a fair credit for my original Business Class fare, but the attempt to charge double the fare rate felt predatory rather than helpful.
• Resolution Demanded: As a frequent business traveler, I find this lack of transparency unacceptable. I am requesting a formal review of this interaction and a fair reconciliation of the fare difference. I am also escalating this matter to Lufthansa Group management.

I was unable to board my flight due to a malfunction in their screen system. I have sent numerous emails, but they have not identified the issue after more than two years (absolutely ridiculous). Additionally, they have not responded to my emails regarding refunds and compensation for the past 6 months; they just disappear. Absolutely appalling customer service! Their customers are genuinely unimportant to them. I will never recommend this company to anyone, and I will certainly not be flying with them again. THE WORST COMPANY EVER, THE WORST CUSTOMER SERVICE IN HISTORY!!!!!!

Had a very bad experience with some of the staff who worked at gate E57 with flight LX 282 to Johannesburg. I felt discriminated and a racial decision was made just because of my colour. It was a terrible experience. Staff must be trained to treat people equally and with respect.

Trying to rebook a flight with Swiss Air on-line chat (no other option), over 2 hours of my life wasted without ever reaching a human being. Started at 11:43, put into a queue at number 46, at 12:29 I was in position 21, at 12:47 they cut me off due to lack of activity, back into the queue at 12:5, this time position 52, every time I got an update about my position I posted a reply (i.e. making sure I wasn't showing as inactive) , got down to position 10, cut off due to lack of activity. Gave up and will waste more of my life tomorrow.

Medium quality of service for big price

I wish I could give 0 stars. I have requested a legal name change due to marriage on a flight booked last March and I am due to travel 11/3/26.

Swiss Air insisted the change was requested by the third party booker and this was done last Friday. Their response time apparently 48 hours. Well we are now 6 days in and I fly in 6 days.

Very poor service. Shocking as I would not expect this from a Swiss airline

Very disappointing experience with Swiss International Air Lines.
Flight LX1111 arrived about 24 hours late at my final destination, causing me to miss my long-haul connection and lose a full professional working day. Under EU Regulation 261/2004, €600 compensation is clearly due for this length of delay on a long-distance EU-originating journey.
Instead of providing proper evidence, Swiss keeps hiding behind a vague “airport restriction” without any documentation. They offered only CHF 47.70, which is completely inadequate given the disruption.
The delay was bad enough — but the refusal to respect clear passenger rights and the lack of transparency is worse. I am now escalating the matter to the relevant authorities.
Would not recommend.

My go to airline. Nice modern airplanes, good service, nice personnel and nice inflight food and beverage. Only shame is that they don't fly more often out of Geneva. Why do they not have long range flights out of Geneva?

TOTALLY USELESS CHAT LINE
Need to know which terminal our flight departs from Zurich to Dublin, so we can book our lounge.
Utterly dumb operative didn't know which terminal and wouldn't try to find out.

Can’t give 0.
Cancelled my flight and after months of trying to get a reimbursement I just keep getting bounced from one place to another. No one is responsible or responding. Customer service gives numbers to call that don’t even exist anymore. Scammers and rude staff. Stay away. I’ve had similar issues with cancelled flights with the likes of Ryanair and Easyjet, who are not exactly known to be keen on reimbursing clients, yet SwissAir beats them all. They quite simply do not have customer service.

I wish I can give 0 star. We had 4 flights with them, 2 flights were cancelled, 1 flight was delayed 2 hours because they could not unload/load luggages on the plane. We were proactive to ask the agent to let us take the earlier flight but he refused. Due to delay we missed our connection flight in Zurich and lost our seats (which were paid). No apology from anyone. They couldn't rebook us within 24 hours so they issued standby tickets, and we had to take 2 seats next to the toilets without reclining. The cabin crew leader was unprofessional, he wanted to escalate the seats situation between us and the inconsidered couple sitting in front of us. Avoid Swiss at all cost! Save your money for another airlines.

Woow the app is bad! Very confusing an clunky. Not even sure im checked in

Flight got cancelled due to a technical issue, we had to stay in Zurich for two days until we got another flight. They refused to give any refund from the delay!

I am writing about the constant issues we have had for 2 separate bookings: VYA53A - and VWZFEJ.

Although they are sperate bookings they were all paid on the same card by me and we have the same problems.

From making our bookings in February we have had our flights changed numerous times. As frequent travellers we know this can happen and accepted it at first including an additional layover in Singapore. We were also willing to be flexible and my sister said she would fly in/out of London (instead of Birmingham) even though this came at a cost to her and was extremely inconvenient.

However, the changes started to become unreasonable and when we would call to sort out new flights with your staff we would be told it was all sorted only to receive an email a few hours/days later to "PLEASE URGENTLY CALL US" and be told the flight was no longer available. This has happened at least 15 times. I have recently learnt that this was because after the reservations team (who we had confirmed with) it would be sent to the ticketing team. But the ticketing team "didn't confirm in time".

Another time I noticed when we were rebooked, the third leg of our outbound flight took off prior to the second leg landing. I have a screenshot of this.

We have had numerous other problems but we estimate we have spent 35+ hours on calls and web chats to your staff wasting our time and their time. This figure does not include the countless emails we have also sent.

It seems there is a problem with your systems in which staff can't see how many times our flights have been changed and to be able to rectify it properly. One of your staff told us we only booked our flights in July, when we booked them in February demonstrating they don't have the correct information.

In November I was told everything was sorted. A few days later I logged into the Swiss web site and the third leg of our outbound flights (Singapore-Cebu) were missing and my sister had no return flights showing. When I contacted the web chat, they told me I had to contact Lufthansa regarding the outbound flights and Singapore regarding Marie's inbound flight!? (I have a screenshot of this) Even though I knew this was absurd I did as told and wasted my time calling them only to be told, as expected that as the booking was made with Swiss they are the ones that have to sort it out.

We were told to by a member of the team to escalate our problem with the email address they gave us which we did. Mr Adi Gadekitoga responded saying his department couldn't help (we had been given the wrong email address) but he had forwarded on our complaint to the relevant department but after a month we still had not heard anything. I have attached a screenshot of his email. I then contacted Swiss again about it and received an email from a Mr Cedrick Mazama apologising for our treatment asking us to call listing 2 separate phone numbers. Finally, we thought we were being listened to at last. We tried the first number but it was disconnected and the second number just kept ringing despite multiple attempts over several days. We tried replying to his email but it was sent from a generic Swiss email address and were told we should start our complaint again by the person that replied. When we called Swiss customer service they had no idea about our complaint and so we were back to square one.

We rebooked our flights again. However, last month I logged into the Swiss website only to find our Singapore-Cebu legs are now missing. I did not receive an email or call telling me our flights were cancelled. When I contacted the Swiss web chat I was told Singapore Airlines cancelled them before the chat was abruptly ended (screenshot included).

Our SIN-CEB leg as previously mentioned was moved so it now includes a layover. However we were then removed from that and out onto an earlier one but alas "the ticketing team didn't confirm" but when we were asked to be moved back to the previous flight they said it was now full. (Although there are available seats on their partner airlines website).

At this point it is 4 weeks until our flight and we see no point in contacting the same number or web chat as we are being messed around and repeatedly being given the wrong information. This has been extremely stressful for us. PLEASE can someone more senior grip the problem and help us.

I want to reiterate that our flights that we are being removed from are still there. They have not been cancelled or altered, it is just that we are no longer on them with the only explanation being "the ticketing team didn't confirm in time". I repeat this has happened about 15 times now. It is not normal but no one will help.

Was charged for a long-distance call to them!

After being unceremoniously dumped onto a SWISS flight by another airline, I arrived at London Heathrow. I already knew my flight was delayed. I didn't need a shoulder to cry on. I had one simple, humble, earthly request:

"Where is my gate?"

My quest began with the 'SWISS Chat Assistant.' This was a mistake. After the bot failed, I was "upgraded" to a live agent named Agnes, who immediately informed me of what must be a top-secret company policy: they do not provide gate information via chat.
Her helpful advice? "Find the nearest SWISS counter."

When I explained that I was in the main terminal and couldn't see one, she offered this piece of profound, 4D-chess-level logic: "If you cannot find the SWISS check-in desk, please ask for assistance from the counter." I am still trying to decrypt this message.

Defeated by the chatbot, I set off on foot. I finally located the physical desk, only to meet Agent 1, who seemed personally offended that I had interrupted her day by existing. She gave me a hostile glare and told me to wait for someone else.

Enter Agent 2, a master of zen and the art of dissociation, who looked through me with a serene indifference I can only aspire to.
So, after 30 minutes of battling a circular-logic chatbot, a hostile agent, and a zen master, I am left with no answers. I still do not know where my gate is. Is this a new loyalty program challenge? Am I supposed to use a divining rod? At this point, I'm just wandering Terminal 2 hoping to accidentally discover my flight.

I am following up to say, that although the chat/customer service was not helpful, once I was able to email them Swiss did promptly address some of my concerns.

The cabin crew provided us with outstanding service especially a very kind and welcoming gentleman named Diego Fries. What really stood out from him was when he interacted with my children. He also gave us the privilege to sit in the cockpit!!! I would like to thank not only him but all the staff that aided us in our wonderful flight to Zurich. Man to Zurich - Flight LX381 - 18.40

Swissair rebooked my flight and somehow my sports baggage was no longer included, even though I had confirmed before booking that all luggage was covered. I tried to fix it through their website, but the default contact location was South Africa — I ended up paying 25€ for a terrible-quality call where I could barely understand the agent. After all that, they told me I’ll still need to pay another 80€ at the counter because the flight operator changed. First time flying with Swissair and definitely not a positive start… and the flight isn’t even for another month, so who knows what other surprises are coming.

My flight last night was cancelled due to a technical issue. Swiss infirmed us via the application but the ppl at the gate did not know. They offered NO refunds for transportation, food and clothes. They left Geneva airport wihtout sending us someone to help us. The onlime customer service is awful (inexistent). They are a shame for Switzerland.