Most horrible airline. Please whoever reads this - do not fly with Swiss ever they are dishonest, have no customer service and treat their customers terribly. Upon arrival to Zurich they lied to us they lost our son's very expensive buggy. We waited almost 2 hours in the overcrowded luggge hall and only after i made a lot of noise about it and the baby was hysterical they 'found' it and practically threw it at us...broken. i was so upset and stressed i could not speak. They said if i was not happy i could send the email. There was No One to complain to and when they hear the word complaint they walk away. There are no complaint procedures!! There is no one to talk to. They are worse than any budget airline and because of them we have to recover over 1k in cost for a new buggy. They sent me over 10 rude emails demanding i go to a buggy shop and repair what is left of it. We had to buy a new one asap - how can i wait with a 7 months old who has no transportation means??? They should not be allowed to operate and i curse the day when i bought tickets from them. Avoid them at all cost!!!

I faced an unexpected situation on board when my seat was indicated for another passenger. Even this is not surprising... but it is surprising that the service people on board behaves as terrible as possible - despite the fact that the movement on board is blocked due to the fact that people are moving in the aisle, they offered me to go to the back of the airplane to figure out my problem, and at the end of the plane they send me to the beginning where the crew is. Instead of solving the problem, a young guy who is also rude, says that he does not like the tone in which I speak to him. Terrible service, you will not find this even on low cost airlines.
Swiss airlines very down with service
Better choose others!

I have never in my life opened my phone to write a bad review but this experience was so horrible I’m compelled to do so. I booked a flight home August 29th from Corfu, Greece, to Boston with a layover in Frankfurt. I booked this flight through swiss, which is the airline I flew with to Greece, but for the flight home they booked it through discover airlines. I’ve since learned that there was some sort of pilot strike in Germany that began August 27th, two days before this flight occurred, which felt like they could’ve been more proactive in rebooking flights in advance but that’s honestly the part that irritates me the least about this experience. We were automatically assigned a new flight, for August 30th which was a day after we were originally supposed to leave. We called Swiss customer support trying to remedy with this, each person offered either no solution or different solutions that all ended in us leaving days later than intended which no place to stay, I was looking up flights myself and saw 3 different options for leaving for the intended day. They were able to put me on a flight for the 29th and then told us the flight was full and recommended my friend be put on a waitlist and that all that they had to do was call someone to get it approved and then she would get in. They described that the whole process would take less than an hour. When it took more than an hour we called again and the next person told us the waitlist never works and that they didn’t know why anyone would recommend that. By putting her on the waitlist they took away the flight they re-booked her for leaving her with no way home. They later tried to claim she refused the flight that she rebooked (likely to void her of being able to get a refund, further help?) which was not the case. They also indicated we had to go to the airport to get hotel accommodations or be rebooked through another airline so we went to the airport that night in Corfu and everyone was incredibly rude in the office, telling us they are unable to rebook flights in that airport (which Swiss said was impossible when we called and that that was our only option). They also told us there was no flights until September 2nd anyway. And then asked if we just wanted to end up somewhere in America like Atlanta or Chicago. Despite also saying they couldn’t rebook which felt contradictory and also no we don’t want to just be stuck in Atlanta ??? When asked about hotel accommodations they recommended we sleep on the stairs outside. This whole experience was making me start to lose faith in humanity. We went back to the airport at 6am, were offered no help again until my friend ultimately had to buy a nearly $1000 plane ticket home and hope that Swiss would refund her for giving her no way home and no way to get accommodations in the country we’re in. Her flight didn’t even go all the way to Boston it ended in New York. Only once she got to her layover in London, the connecting flight was delayed until morning and she ended up stuck in London overnight with still no help, and having to book a hotel. My flight back through Swiss at 3:50pm was then delayed by an hour, making me miss my connecting flight to Boston and meant I had to spend the night in Switzerland. When I got to the Zurich airport I went to the transfer desk, which when I called, was told that was the place to go for accommodations and any concerns relating to my issue. The first woman I spoke to was immediately unhelpful, between not allowing me to finish a sentence and walking away from me before I was done talking to speak to her boss and then come back and tell me she could offer me no accommodations (I had never even gotten the chance to explain half of the delays because of her cutting me off) when I finally did she then told me to leave past security and that there was an office out there I could speak to. This is when I started to feel broken down by all this. I told her I don’t want to go through security, because If truly no one can offer me accommodations I may want to stay in the airport. She tells me she’s worked here for 25 years and knows what she’s talking about. Okay then. I walk away from her and find two employees walking through the airport and ask if it was true that there was an office past security that could help me with accommodations. They told me that the only people in this whole airport that could offer accommodations were the people at the desk I was at originally, and that those people would know that and that I should absolutely not go through security. Those employees even gave me a pep talk, seeing how tired I was at this point telling me to be strong and not take no for an answer and speak to everyone I could. I truly had to collect myself and prepare for yet another contentious interaction which is all I’d been experiencing the past 20 some hours at this point.

I go back to the desk at this point just begging someone to listen to me fully. I explain the situation to a new employee and he immediately recognizes that none of this was my fault and even asks “why didn’t you come here first” and I responded I did, your colleague told me to practically leave the airport. within minutes he has a hotel and meal vouchers, tram card, my boarding pass. I wish I got his name because this was genuinely the first person in 24 hours who was actually kind to me and acted like they were going to at least do what they could to help. My flight the next day was meant to be at 12pm, and was delayed to 1pm and all I could imagine was having to sleep in the airport that whole time, all because that first woman refused to really listen to me. When I finally got service later I saw that my Swiss app even updated to tell me to go get accommodations at that office! I don’t know what the problem was that that women was so adamant and dismissive with me .

I understand things happen but the way we had to constantly fight to be helped in any way in a helpless situation, 4,500 miles from home was so disconcerting and draining. I know to never fly Swiss again. And I truly hope they do the right thing and reimburse my friend, I would appreciate a refund too because this whole situation was beyond ridiculous.

We booked an early flight to Alicante Spain, departing Zurich 06:20. To our surprise the check in is smooth, fast and within 10 minutes from the airport arrival we were on the way to the departure gate. The flight was on time. We flew with a new A320 aircraft, the seats are comfy and so is the in-flight service. In less then 2 hours arrived to our destination.. Luggage on arrival was on the belt in a timely manner.

My bag damaged, they compensate me with a new bag only after I topped up the new bag price, the major frustration is that their agent deliver the bag on August 30, 2024, 2 months from my claim. Furthermore, despite of my fully paid order for the new bag is included delivery charged, the delivery agent charged me AED 53.50.
It was very bad experience with Swiss air agent called Dolphin and spent too much time in sending e mails forth and back for no action, they did what they want not what the customer wants. No body cares, this delay in delivery and extra charges for the new bag and delivery agent might be on purpose to make you never send future claim to Swiss air. However, I’m strongly recommend to try another airline like Emirates, Etihad, or air Canada.
Regards
Laith