We do not recommend Swiss Airlines. We are a well-travelled family of 5 (3 children) and on July 23rd 2024 we were on our way to Singapore (and then Tokyo) via Zurich. Since we had several connecting flights, we had chosen to use carry-on luggage only, and carefully respected their size and weight according to Swiss Airlines policy. We used several air companies during those holidays and never had a single problem... except with Swiss Air: on July 23rd in the evening, when we queuing to board the Zurich-Singapore portion of our trip, an arrogant young man at Zurich airport forced us to check our carry-on baggage, even though they did not exceed the weight and size limits, we had 3 children and it was a connecting 13 hour flight. I explained him we wanted to spare the children the extra-time of waiting checked luggage at the carrousel but he became even more arrogant and even sarcastic. I travel often and have accepted several times to check my hand luggage last minute (even though I still think this should be avoided, it does not happen that often with Asian companies). But for a long-haul flight, there is no reason to pick a family with 3 children to do that effort, and the rude attitude of this responsible of the boarding room in Zurich was clearly inappropriate. We will definitely avoid Swiss Air as from now and have already told our family and friends about our experience. Besides, food was really poor quality. When you spend about 3500 euros to a company, you expect it to be more professional.

DELAY LX138 CAUSING MISS CONNECTION. TAKES EXTRA TWO DAYS TO ARRIVE FINAL DESTINATION. POOR SERVICES OF CABIN CREW.

Very poor service and unfriendly personnel. Flight has been cancelled last minute, no information, no support. I had to arrange a hotel for my family myself and did not receive any compensation. Unfortunately Swiss is not the same anymore.

Horrible airline. We have 500£ per person , the food is extra prices, and our return to our homeland was cancelled. They sent us to a hotel 2 times. They rebooked our flight for TWO DAYS LATER. My holiday was ruined. Customer service was useless and they didn’t let us rebook an earlier flight.

I booked round trip from SFO to Italy. We needed to change the date of the flight. Call ‘customer service’. They said no problem there would be a $50 per ticket change for the date change.

But what they in fact did was book a completely new round trip flight instead of just changing the date. So now I have TWO round trip flights and am charged for TWO flights no , one for the original date and another one for the new date. Thousands of dollars!

I call ‘customer service’ and they said ‘you have two flights, what is the problem?’, I explained that I just wanted to change the dates and that I was told it would be $50 per ticket to change, but instead I was given a completely new booking. Customer service says ‘I can’t help you sorry’. I say ‘I want to speak to a supervisor’ Customer service says ‘There are no supervisors here’. I say ‘how can I then talk to a supervisor who can help’. Customer support ‘you need call this other number’.

I call other number, same thing, no supervisor.

I call next day and demand to speak to a supervisor. They say what is this about. I explain again, I get put on hold for 20 min. When they come back they claim that they now understand the mistake and that I will get a refund for original booking as it was only the flight date that was to change.

After 2 weeks I do not have refund. I call again and this time they say ‘we do not have a record of a refund to be issued. What is the refund for?’ I go back into same explanation. Customer service says ‘I understand I will issue refund for the mistake’

3 days later I get a refund but only for the base flight and not all the seat charges for the flight. I call back, they say ‘Oh, sorry, will refund the seat charges.

I still do not have the refund for the seat changed. I can customer service, they say ‘I can not help you’.
‘Can I speak with a supervisor?’
‘There are no supervisors here, sorry’

This airline is terrible and unethical. Look at the other review. It is not just me. SCAM.

DO NOT TRUST THIS AIRLINE, YOU WILL BE SORRY