I had an incredibly deplorable experience with SwissAir customer service at Zurich International Airport on September 15, 2024 while connecting to my flight to Geneva. The behavior of the two gate agents- particularly the male agent was absolutely disgraceful. Their lack of basic customer service skills and professionalism was shocking, and in my opinion, their actions were racially motivated.

The male agent pulled me aside and demanded that I check in my carry-on suitcase, claiming it was "too big." I calmly informed him that my bag was within SwissAir's stated size limit even showing him the official email with the exact measurements. Yet, instead of offering any explanation or engaging in a proper dialogue, he repeatedly insisted it's big, ignoring the fact that other passengers with similar or larger carry-ons were allowed through without any issue.

When I pointed this out and questioned why I was being singled out, the male agent became visibly hostile, raising his voice, rudely asking, "What's your problem?" His dismissiveness and aggression escalated the situation. He falsely claimed to have checked every other passenger's luggage, which was clearly not true. He pointed out that I have 2 carry-ons which I explained that I have one carry-on, one personal bag and a medical device, in line with SwissAir's allowance, yet this did nothing to improve his treatment toward me.

When I called out the male agent's rudeness and asked why he was treating me like a nuisance instead of a paying customer, he became visibly upset and even threatened me, asking if I "wanted to fly" and warning that he would weigh my bag and make me pay extra. His aggressive attitude, lack of professionalism, and outright hostility were unacceptable.

What stood out to me during this entire interaction was that the other passenger who was similarly pulled aside and asked to check his bag was an Indian male. I an Asian female was subjected to the same treatment.

To make matters worse, when I finally boarded the plane, I noticed that the flight was far from full, with many empty luggage bins available. I asked the flight attendant about the situation, and she casually told me that the carry-on selection was random. This only added to the frustration, as it was clear that there were no real reason for singling me out, further reinforcing my opinion that my treatment was discriminatory.

This experience left a bitter taste in my mouth. It felt like SwissAir was not only ignoring its own policies but also discriminating against passengers based on race. I will seriously reconsider flying with SwissAir in the future, and I urge others to be cautious of the appalling level of customer service at Zurich International Airport.

Vey poor services provided by swiss, I was very surprised that such a rich company will provide such horrible services.

Just experienced the worst flying experience ever. I booked the Swiss flight ZRH - WAW. at 12.10pm. Arrived at the gate. At 11.45, time of boarding, we are told next info at 12.10. At 12.10, I receive a notification on my phone that the flight is cancelled. But at the gate, no such info. After 5 more min., info at the gate: flight is cancelled. There is nobody at the gate, no possibility to obtain any information, what to do next, what is the plan, zero service. After 45 min. with nothing happening and 200 people stranded, we slowly decide to go to the transfer desk. There, we are told, all direct afternoon flights to WAW are fully booked, only possibility is through Frankfurt with 5 hours overlay. I decide to rebook myself for the next morning at 7am. The lady at the desk assures my luggage will be rerouted, no problem. I arrive 9am next morning at WAW and of course my luggage is not there. It finally arrived at 9pm at my hotel in WAW.
The worst in this experience is the complete lack of info and service at the gate.

Late departure (eventually 25 mins) with multiple suggested times and departure gates had me a bit frazzled. The Embraer E195-E2 (operated by Helvetic for Swiss) had adequate legroom (2+2 configuration) and was a nippy machine taking us to Zurich. I had just an hour left to clear EU passport control and change terminals, where I boarded another Swiss flight to Singapore. There was no security screen this time, unlike the serious attention paid in Berlin (my carry on bits were spread across four tubs). This international flight was a Boeing 777-300ER. It had good leg room and printed menus. The food was great.

The worst airline I have ever dealt with!
My flight was delayed and I ended up having to stay in Heathrow for the night. The airline said they were unable to book me a hotel but to book one myself and they would reimburse me. Literally 18months on I am still trying to get my money back from this. The customer service is horrific and the airline has been so underhanded this whole time. Initially claiming they couldn't pay me out the full amount as the hotel exceeded their budget (of $200??, where can you find a last minute airport hotel for $200??) When I finally gave up and accepted that was all I would be getting they decided to pretend they had already paid me and claimed it had already been sent to my account. When I had bank statements showing I had never received it they just stopped replying. I have never dealt with such a petty and underhanded company.