I initially booked an economy seat and paid an additional 132 CHF for extra legroom—a premium cost, but I wanted a more comfortable flight. At boarding, Swiss announced an opportunity to upgrade to premium economy, which I decided to do for an additional 480 CHF. At the gate, the staff informed me that I would be eligible for a refund on the previously booked economy seat reservation.
Unfortunately, my experience in premium economy was far from satisfactory. The seat I was assigned was broken, repeatedly returning to the upright position, leaving me with a very uncomfortable flight. While the staff attempted to assist, there was no resolution, and I had to endure the broken seat for the entire journey.
After the trip, I contacted Swiss to address the issue. After some time, they responded, agreeing to refund the seat reservation fee for economy but declining to compensate for the premium economy upgrade. Despite several emails back and forth, I am still waiting for a resolution. I believe it is unfair to pay for a premium seat that was faulty. I did not request a refund for the entire flight, only the difference for the upgrade, but I feel ignored and extremely disappointed. I am still awaiting a response.