Had to rebook my flights as I had suddenly received a surgery date close to my trip. I was completely happy with paying some fee for it to be rebooked, but Customer Service told me to send my doctors documents to them and I might get it rebooked for free. Obviously who wouldn't want that?

After putting my hopes up, the documents team continued to ignore me for 3/4 weeks, I kept getting emails for an "urgent callback" even though I've never received a call, and the phone number on this email isn't even a valid number. When calling Customer Service for them to direct me, I'd be met with very fed up people who would blow me off and tell me to wait. I would have no idea what to wait for seeing how to this day I have never received any emails nor phone calls.

After doing what I originally was going to do 4 weeks ago which was just to pay extra costs for a ticket change, costs have obviously increased for the flight prices and the call itself took an hour seeing how after taking my card details a specific customer service member decided to hang up on me before even processing it. I couldn't even get a confirmation email of the request. Customer Service said that it would take 2 hours for the request to go to Ticket office and confirmation would come once they take payment and issue tickets.

I believe there is a real disconnect within all of Swiss' customer service teams, and have been thoroughly disappointed with the service.

Swiss actually gives you an option to call in for whether you agree to be sent a feedback link after your call finishes, but it never actually sends. Doesn't give me any confidence that they're interested in improving their service.

Hopefully the flight will not be as much of a horror as the booking experience.

swiss is always always always late! Not a single flight on time in years! Their tickets are super expensive for a sh_t company like that, i hope they burn in hell

I am extremely disappointed with my recent experience with Swiss International Air Lines. After my luggage was lost on a flight, I was assured by a Swiss representative at Miami airport that I would receive a daily allowance based on the contents of my suitcase. However, the compensation I received was much lower than expected, with only 50% reimbursement for essential items like clothing and toiletries.

To make matters worse, the reimbursement amounts calculated by Swiss were incorrect, and despite numerous follow-up emails, I received no satisfactory response. The link provided for compensation was also non-functional, further adding to my frustration.

Swiss’s handling of the situation has been unacceptable. It is disappointing that an airline of this stature is failing to provide even basic customer service, let alone addressing compensation issues promptly and accurately.

I have always expected better from Swiss Airlines, but after this experience, I am reconsidering ever flying with them again. I urge others to be cautious and to consider alternative airlines if they value reliability and responsive customer service.

This is my final email to Swiss Air, which captures their business model. Bear in mind the flight was never taken due to a medical emergency:
“My refund is now complete after 41 weeks (more than 3/4 of a year) and I am finally done forever with your absolutely pathetic airline. In my particular case, not giving passengers who provide proof of medical emergencies immediate and complete refunds is flat out wrong. Astonishingly, a simple search will reveal the horrific treatment that I experienced at the hands of Swiss Air is not the exception but rather part of a larger pattern of corporate abuse. I feel sorry for elderly or otherwise compromised passengers who may not have the stamina to fight for what’s rightfully theirs. I travel frequently in any given year and have never come across an airline such as yours and truly believe I would still be fighting for my money had I not gotten the Department of Transportation involved. I strongly suggest you go on TripAdvisor, read the Swiss Air reviews, and inform your CEO that your company needs some major restructuring and training.”

The customer service experience has been extremely disappointing. In May 2024, SWISS charged my credit card for a ticket that was never delivered. Additionally, I paid for the ticket using cash and points from my Miles & More account, and those points have never been refunded. Consequently, I had to purchase another ticket from Zurich to Paris. Despite numerous exchanges with customer service, the billed amount has still not been reimbursed.

I have been a loyal customer, frequently booking flights with SWISS to destinations such as China and the USA. However, due to this unresolved issue and the lack of response from Miles & More, I will be switching my business to Air France.