We had a flight from Rome to Zurich, with a connection to Geneva. Unfortunately, our flight arrived late in Zurich, forcing us to run to catch the next one. When we got to the gate, we were the last passengers to board. The staff member at the counter was extremely rude and impolite. We were already stressed because of the delay and unsure if the plane would still be there, and the person checking our tickets made the situation worse.

Despite the fact that we spoke both German and French fluently, this agent chose to address us in English, seemingly because we are Asian. His attitude was clearly unpleasant, and his tone was very aggressive. I am deeply shocked by this experience. If we weren’t Asian, would we have been treated differently?

To make matters worse, when we arrived in Geneva, we discovered that our luggage hadn't arrived with us. We were told it would arrive within 24 hours, but it took three days, with no communication or apology from the airline.

Never again.

The most awful airlines known. Denies not informing client of important information about transit countries and pushing the narrative that it is the customers own fault to know. Lack of information on their website. They did not even try to inform anybody of visa requirements even to just transit in zurich needing schengen visa. Not even a mention at all but they will take all our money and not even refund the tax. Hang up the phone. Refused to let me talk to a supervisor and just hanging up on my calls. Horrible customer service. I have to travel with two small children. Wasted my time, my money. I cannot take back! You are horrible people!

I was very disappointed that the check in counter was not open when I arrived to the airport. We arrived 3 hours before our flight only to find that the baggage drop counter was not open. We inquired and were told that they open 3 hours before their first flight for the day. This was not the case. There were people with earlier flights in the line with us. We waited more than a hour before employees opened the window. The line was huge at this point. It was very stressful to worry about potentially missing our flight because of this delay.

10 hour flight seating like a packed sardine, uncomfortable to move arms and legs. Seats hard as bricks. NOT PLEASANT!!

We flew Premium Economy and compared to Cathay Pacific and Singapore Air, the offer is mediocre at best. No preference check-in but preference boarding was available. Seats are uncomfortable and not worth the extra cost. Service and food was good. Entertainment on outbound flight was average and on return flight non existant - screen did not work and crew could not (be bothered) fix it.