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“Service Disaster”
Review of Swiss International Air Lines [SWISS]


Reviewed 4 December 2024

The hotline of SWISS (Senator Service) is getting worse and worse, I had to change a flight and had to call several times to solve the problem. Some agents just hung up once they realized the issue was a bit more time consuming, some were absolutely not able to solve the issue and some did not even listen to me, although I asked them to listen. Just a disaster, at the end I had to give up….

I understand the CEO of Bulgari and his review that made a big round in social media. A pity Swiss is not able to improve their service level - at the moment they are worse than any low cost carrier.

Date of travel: November 2024
    • Customer service
    • Value for money
Thank TandTSwitzerland
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.
Reviews (16,375)
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80 - 84 of 16,375 reviews

Reviewed 4 December 2024

First time I have flown with this company. We were sat in economy! It was absolutely amazing. Lovely comfortable seats, super clean, lovely staff, but the food for me was the best food I have EVER had on a flight. Better than Emirates and virgin. I will always be using this company if they fly to places I want to go. The tomato juice they served was amazing.

Date of travel: August 2024
Thank Companion11803585432
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 4 December 2024

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.

Date of travel: November 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank A C
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 2 December 2024

Horrible!!!!! We were scheduled to fly Dublin to Zurich, Zurich to Tampa, USA. As we are boarding the first leg, we find out the second leg is canceled. No one and I mean NO ONE had answers. Once we get to Zurich, we waited in line 4 hours at Transfer B counter with everyone else from this flight to rebook. Sure, they gave us a hotel and meal voucher, but their level of service is abysmal. They finally rebooked us on AA the following day missing a day of work and having to pay for more airport parking. Nope, never again.

Date of travel: December 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank CarolinaMom0526
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 1 December 2024

My wife and I were scheduled to depart Zurich for Los Angeles connecting to a flight to San Diego, our home. Four hours before boarding we received a text from Swiss air telling us our flight is cancelled. We called Amex who we had booked the round trip flight through, and they arranged for us to fly the next day on United Air, one of the Swiss Air "partners", but to San Francisco and on to San Diego. There were no First Class seats on those flights, so we were put in Premium Economy and Economy. It was the first time we had ever booked First Class. We went to Swiss Air at the airport and they looked at other options for us, but none was better. They told us the reason for the cancellation was there was no airplane! We got the dinner voucher and the one night hotel stay as the airline is required to do. However Swiss Air has refused to compensate us for 1) the Flight Cancellation within 5 hours of departure, 2) the missed connection to our original United flight from LAX to SAN and 3) the downgrade of our original purchase from Business class on both flights to Premier Economy and Economy class all of which are outlined in the Passenger Bill of Rights we requested and received at Zurich airport. When we called Amex and asked about a refund their response was, "well, you got home, didn't you. We could have booked the flights with a broker for less money, but chose Amex travel as it seemed a more reliable option. We have appealed to the Swiss Aviation authority but have yet to hear from them.
I will never book Swiss Air again.

Date of travel: October 2024
1  Thank James K
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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