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“Do not fly swiss the worst customer service!”
Review of Swiss International Air Lines [SWISS]


Reviewed 28 September 2024

May 27th we started our trip home with 3 delays in Athens. Finally reaching our layover in Switzerland we were sure we would miss our connection only to be informed that too was delayed. After 3 more delays they cancel our flight leaving us to stranded in Switzerland. I had to book my own hotel get my luggage pay for transportation to & from the airport to hotel plus meals. I was also rerouted to an airport in a different state & had to take a long expensive Uber home. I immediately filed for reimbursement the day i landed 5/28 & have submitted all my receipts. The first & only offer of reimbursement was over a month later & only covering the hotel & the uber nothing else which is completely unacceptable. As i was going back & for they stopped responding. I started another claim one with Lufthansa & another with swiss i contacted United who i booked through to no avail. At this point i have submitted 4 complaints, left multiple voicemails on their “customer service “ line & have sent inquiry dms on their instagram 4 months today i have still not seen a dime!!! Their is no human being that will speak to you in customer service. What kind of airline is this . United was the only ones to respond.

Never fly swiss they do not care about their customers!!

Date of travel: May 2024
2  Thank Danielle S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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69 - 73 of 16,207 reviews

Reviewed 28 September 2024

This review is to ensure I fulfil my words that i uttered with emotions of sheer gratitude towards the entire cabin crew that handled and served the economy passengers on board LX-147 on 08th August, departing 1:40 am from India to Zurich!

I regret having lost the paper on which i had requested their specific names and would appeal to the airlines, that it rewards and appreciates all of the crew on that flight!

Why? I was warmly welcomed, seats were more spacious than i imagined, the flight service with the internet was absolutely helpful and the on board entertainment alongwith an extra good cup of tea was that extra mile that the crew went !!

I hand foldedly thank all of the crew!! Thank you!!

The flight was in time, the check in-and-out were smooth and tireless!

Thanks once again!!

Date of travel: August 2024
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Thank squirrelshb
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 28 September 2024

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.

Date of travel: September 2024
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2  Thank L S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 27 September 2024

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

Date of travel: August 2024
Thank Michael D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 27 September 2024

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.

Date of travel: September 2024
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    • Value for money
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Thank izaninetti
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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