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“Don't fly Swiss!”
Review of Swiss International Air Lines [SWISS]


Reviewed 6 December 2024

Complete lack of integrity. Promised reimbursement for our rebooked flight from Zurich. # people in our party. We had to pay for overnight stay in Zurich, not cheap, with a promise of reimbursement. Spent over $1000.00 and only $330.00 reimbursed.
They do not follow-up on communications.

Date of travel: September 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank Jeff G
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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78 - 82 of 16,377 reviews

Reviewed 5 December 2024

Landed in Barcelona with Swiss Airlines last Monday after a long personal trip from Singapore, to visit my elderly mother before Christmas. Made it through the Zurich stopover on time, but my priority-tagged luggage (including Christmas gifts!) was, for some reason, booked in the following flight, 5 hours later.🤷‍♂️

That was the last I knew about them...

Fast forward four days and countless calls with customer service: each rep tells me something different. First, my bags are "en route" with delivery in 48-72 hours, despite the initial information telling me that they would be delivered the next morning. Then, they're "still within the 72-hour window" (which apparently has no defined start time and seems to be different from my landing time). One rep says a local company is delivering my bags, another says it's Groundforce delivering them. I even got a second email TODAY saying the delivery company NOW has my luggage... four days after the first email said the same thing. 🤯 Honestly, it feels like they're either clueless or lying to my face. Either way, it's not a good look. This isn't even about delayed luggage; it's about broken promises and a complete disregard for the customer experience.

Swiss Airlines, you delivered me safely and on time (thank you,) but you failed spectacularly on bringing my baggage at the same time which, remember, is ALSO part of the service. And your customer support? Let's just say it needs a serious upgrade. And this also looks bad for Star Alliance as a whole.

As of now, my bags are still lost in some kind of Swiss Airlines/Groundforce timespace distortion vortex, and I'm flying back to Singapore tomorrow. Whether the suitcases show up today or never, you've lost a customer Swiss International Air Lines.

Brands live or die on the strength of their perception among customers.

hashtag#DelayedLuggage hashtag#CustomerServiceFail hashtag#FeelingLiedTo

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 sergioslvd
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

Well well. Okay, in the end, SWISS is Lufthansa Group that should have been warning enough. Its a pity but I read some good things about SWISS in advance, and so I was not prepared for what I discoverd. First of all, they operate those nearly 7 hours flight from Zurich to Dubai with an Airbus A330-300 aircraft that has been assembled shortly after the end of stonage. Ok, using old aircrafts thats typically part of Lufthansa DNA.

This plane has so little seat space its rediculous – under your feet there is hust half the normal space, as they have placed a metall box there that contains I think the entertainment systems electronics. So, if you are taller than 1,65 m, you wont find much space for the next 7 hours of flight. The reason … when this aircraft was taken into the fleet, passengers entertainment ment just radio programs that a pax could find and direct from his armrest and there was a CRT monitor on the ceiling showing movies for all the eco guests. When SWISS updated the cabin, they went for personal tv screens however it seems they had no other solution than putting the needed electronics below the seats. This could be a tolerable solution in the year 2010 but in 2024 its rediculous. An airline that offers its passengers on a 7 hours flight such a torture with lack of foot room can't earn any positive points.

Plus, the seats are small as well. As a passenger sitting on the aisle seats, the arm of my neighbor from the left all the time touched my breast und my left arm was sleeping after the fli flight as I found no place where to rest it. And I am not tall, I am small !

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

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.
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.
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