Please do not use Swiss International Air Lines!
Their service is absolutely appalling and communication is atrocious!
We have filed for compensation 23rd of September and we was disappointmented with the unfair outcome and the appalling response from their consultant Unaisi Gaunavinaka.
Our flight was delayed on their behalf which made us miss our connection flight. On our arrival to our connecting flight, we received no help, no accommodation and were stranded at the airport for the night.
After waiting the night, we were finally able to get some sort of help,however, the member of staff was rude and not apologetic. After confirming the flight that we rebooked over the phone, they advised us to contact Swiss customer care online and give us the EC 261/2004 compensation information to get compensated.
Not to mention, on our return flight, our first flight was delayed too. Fortunately we made our connecting flight, however our suitcases didn't and we didn't receive our suitcase until a week later.
When the suitcase arrived, we were missing one and we received no further communication regarding it, until another week passed and we finally received our missing suitcase.
The consultant said we are not entitled for compensation because of the country was that your journey departed and arrived in countries in which the regulation EC 261/2004 does not apply and that consequently said the regulation does not apply to your itinerary.
The consultant was not able to provide us with the EC 261/2004 policy on their website and answer why the airport staff gave us the
EC 261/2004 information to get compensated if we are not entitled to it.
Instead of asking our question, the consultant decided just to close my case, which I found very rude.
I have sent the appeal for the compensation since 22nd of October (NEARLY A MONTH) and not still not responded and ignoring us.
This whole thing has been going on for almost 3 months now and all we after is a reasonable compensation for the trouble we experienced which is not our fault!