Swiss International Air Lines Reviews

So far I have came across it my information that it is nice and well. So far I have came across it my information that it is nice and well.

Placed my order 4 weeks in advance of my holiday meal to allow plenty of time for any shipping mishaps or delays. Received confirmation of my order via email. Called to check status of my order 10 days prior. Representative stated my order had been canceled without any further information. WTH! I received no email or call regarding order cancellation. I inquired why and representative stated she had no further information and was sorry. Why would you send an email confirming order but email stating you canceled it? Communication is a great tool when used. This item was to be for a holiday meal. Too late to try to get a replacement. NEVER NEVER will I order from the Swiss Colony again. Very unprofessional way to handle business. Do hope they keep sending their catalogs. They make great fire starters!

Still waiting for a refund for cancelled April flights - the alleged 'Customer Service' are surly and incredibly unhelpful - I object to being rudely spoken over by a representative of the company who owe me over £3k.

We paid over 1k for our daughters flight to Tokyo which was then cancelled by Swiss air due to Covid. Five months later there is (still) no sound of life from them bar one little message a couple of months ago saying "be patient". How dare they. They should be held up in court for such behavior. We chose Swiss air specifically because we thought they were a reliable, safe airline. What a big mistake. Do not reserve with this airline. From the experience we have had to date we can only say it is a total disaster.

I booked SWISS flights to Japan using LycaFly all the way back in August 2019 that were supposed to depart 19th March. They were cancelled, and I managed to request a full refund.

Over 5 months on, I still do not have my money. Both SWISS and LycaFly have been absolutely useless and just blame each other - LycaFly say they haven't received the refund money, SWISS say they've sent it but LycaFly has yet to process it. Nobody on either side seems to have any idea of where my money is, and nobody has any answers for me.

I understand that these are unprecedented times, but I have waited patiently for 23 weeks when I was originally it would take 10 weeks. The fact that neither company is remotely interested in trying to help me and would rather put full responsibility on the other is extremely disheartening.

I would never book a flight with SWISS again.

Am having run in with Swiss, they cancel a flight that they take my money straight away, after few messages there not sure when they can refund, all I get is approximate 10 weeks, what's that mean, unless better time scale I'll have to contact my credit card

Like so many others, refund promised on phone but absolutely no confirmation.
No e-mails, nothing.
They take your money in a split second, they send emails about every little detail of a change.
But ask for money back and it's not possible to get confirmation and it takes several months.

Absolutely disgusting service and frankly, the Swiss Government should step in and try to save the reputation of the company and the country.
But that won't happen. The stance Swiss is taking is perfectly in line with normal practices in Switzerland.

I've purchased two tickets in January 2020 (pre-COVID) for a flight in September, for a total of 85 EUR per ticket plus 37 EUR of Special service on-flight.
Plans had to change (because COVID, of course) and they advertised a bonus of 50 EUR and cost-free change for my reservation, per ticket. The limit for changing the ticket placed at 31/08 for a flight before end of 2020. Policy quite restrictive compared to other airlines, but it is what it is. So I was obliged to make changes and find an alternative that fit my new plans in 2020.
Called them yesterday 11/08. An operator ensures me about the change, all is good, I even get a partial reimbursement from the unused part of the 50 EUR bonus. I get no confirmation email after a day, so
I call again today 12/08 and discover their lies. Nothing was done the previous day, the operator gave me false information and did no change on my reservation. The new guy talking with me tells me I now can change my flight BUT... NO Bonus as they advertised, because it covers only the ticket part not the taxes. He tells me it's because taxes aren't Swiss' money. But then he says NO reimbursement for the 37 EUR of service I had asked for the previous flight. Isn't that Swiss' money?? They practically stole that from me. The operator says I am making a voluntary change (yeah, ignoring that everyone's plans changed in 2020). He also asks the name of the other operator (I have to know that? You have a terminal with calls tracking...). I answer him they even changed the time of the previous flight and didn't offer any opportunity to get a reimbursement for that (as Turkish and many other companies did).
So I end up having to pay and extra 16 EUR per ticket on top of what they already got from me, for a cheaper flight (I was flying classic tariff in the previous, took the light with no luggage for the new one).
SWISS AIR is holding customers' cash using COVID excuse and not caring about the consequences. I have had the worst experience with them during this situation than any other airline. I've got full reimbursements from EasyJet, Turkish Airlines, Pegasus Airlines, Alitalia and Wizz Air (even!).
SWISS is taking advantage of COVID situation and keeping the money from their customers.
Never fly Swiss again. I am disappointed and angry, their policies are worse than any cheap low-cost airline out there.

Swiss canceled flights multiple times (even 2 days in advance!) and customer service is impossible to reach (re-booking can only be done via hotline - most cheap carriers can do that online already...). Worst experience ever and won't fly with Swiss anymore.

Swiss International Airlines have defrauded they customers by not refunding tickets in accordance with regulation EC 261/2004, Article 8. They have also lied to the customers who asked for what they were entitled too. It doesn’t get any worse than a company stealing from its own customers.

I booked holiday using Travelup, Flying with Swiss, Egyptair and Austrian airlines.
Ive had my flights cancelled 4 x times, My Travel agency Travelup DID NOT pick up phone Nor Answer Emails. Nobody helped, None of the other airlines helped BUT Luckily Swiss Airlines have been extremely helpful.
All 4 occasions they have changed my flights free of charge, if it wasnt for Swiss, i would of been in trouble and limbo.
Their staff are always very helpful and deliver excellent customer service.
Ive spoken to Libby and Royston on seperate days and both have been Brilliant. I want to thank them for tolerating my anger and having patience and giving me results.
Many Thanks

5 weeks waiting for refund on behalf of my swiss father. you are a swiss company sending only flight information in english - and phone service only in english, making it impossible for my father to understand?. HOW can a swiss company not have a swiss customer service? and when can we expect the full refund?

Wonderful leg from Bangkok to Zurich: extraordinary service in Business LX 181 on 10 July 2020.
Fantastic service, good food, great wine, great flight crew taking real care of passanegers. It was really one of the most enjoyable flights that I can remember.
I am usually critical when things do not work. So this is to celebrate what really was a high friendly level of care and professionalism. Well done!

DO NOT FLY WITH SWISS!I warn you, I have never ever in my life have had such a horribel experience with an airline. We booked months ago a flight to Tanzania from Amsterdam. We were promised a full refund or a voucher during our purchase. A couple of weeks ago our flights got canceled. We called Swiss to rebook to a different destination (Greece). On the site they provide tickets for 225€ but they offered us tickets of 440€. So, they canceled our flights and top of that they want us to pay extra money for a cheaper destination. The customer service doesn’t can’t even answer to our questions, I guess they even feel ashamed working for this airline. We asked for a full refund wich we will probably receive after 6 months. Swiss scammed many many people booking flights that they knew are not going to FLY. Never AGAIN!

In 50+ years of flying with countless airlines around the world my experience with Swiss International on the ZRH - LHR route today was by far the worst. I accept that many things have to be different under Covid 19 but that does not excuse ignoring basic safety rules such as taxiing the aircraft with several passengers (including myself) still standing in the aisle trying to find a space for their bags in the overhead bins! Also, incomplete seat belt checks; no checking that areas around the seats were clear of obstructions; no asking passengers to place coats, jackets and other small items under the seats instead of in the overhead bins where they were taking up much needed baggage space; no attempt to help passengers cope with one bin that had become jammed part open/part shut (and remained so throughout the flight); no attempt to help passengers who found other people were occupying their pre-reserved seats; no observation of boarding by rows or boarding groups (as indicated on the boarding pass); muffled incoherent boarding announcements as ground staff didn't remove masks when using microphone; seats flimsy with damaged trim and dangerously sharp pieces (tore clothing); very poor seatback storage for papers/magazines etc that included 2 tiny pockets that were too small to even accommodate a standard smartphone; mini-overhead LCD screens that could barely be seen but seemed to show nothing but a Breitling advert and a barely distinguishable route map. And where was the flight safety briefing????? Admittedly I may have been distracted for a few minutes while trying to find overhead baggage space but I honestly have no recollection of seeing or hearing it!!! Was it being shown on those mini screens? If so I didn't hear it. I really had the impression that the cabin crew couldn't be bothered with the basics on this flight. Only one announcement from the flight deck too and that was when we were beginning our descent. For those who remember Dan-Air and early generation Aeroflot, they were 5 star operations compared with Swiss International today. Certainly not the Swissair of old and I will definitely avoid in future.

Flight cancelled but no notification. Called their call center as we noticed part of our flight schedule was missing and they said it’s cancelled.
Not very nice on the phone, pretty arrogant.
Asked about a refund and they said we will get one but they don’t know when.
Since booked with Singapore airlines and won’t be using Swiss again.

I find it very strange that there is no chat as an option for contacting Swiss.
Another airline has a chat and it is never a problem to contact them ;)
It´s very convenient to be in the line in a chat.

It is so annoying to be in the telephone line to Swiss and hear ONLY the music, no hint whatsoever of how many more minutes to wait/how many persons are ahead of me. Change that immediately.

After cancelling the first leg of my flight back home, they apparently made a huge mistake and "closed" my other flights. As a result and to make it a short story, I couldn't take my flight from Hong Kong to Nice via Zürich, though it was confirmed on my side.
I spent 4 hours on the phone at Hong Kong airport with Expedia, with whom I booked the flight, and they were trying to understand with Swiss on their side why they had "closed" my flight.
I had to fly the next day back home with Aeroflot since Swiss didn't manage to figure out the problem in 4 hours on the phone!!!!
I wrote Swiss an email on March 10th to complain obviously, but I haven't heard back from them after more than 3 months. And I always get the same answer that they will get back to me when I write again to know the status of my complaint: "we will get back to you..."
I will never ever fly with that company ever gain. They are not serious and don't care about you!
AVOID!!!

Don’t travel with Swiss, Swiss cancelled all our flights, but we cannot get our money back! never Swiss again!

I bought a ticket Booking reference: LB6OEW with Swiss Airlin and my flight was cancelled the return due to the Coronavirus .
They give to me vaucher wich for me is not possible to use and is not right use the esxcus of the vaucher in the pandemic situaton.
I do believe Swiss Airlin should be in a position of refunding the full amount of money immediatly to
I am presently in a difficult situation due to this Coronavirus pandemic , therefore if you could arrange for a refund I would much appreciate it.

I look forward to hearing from you soon,

Kind regards,

Davide Minoli

I am sorry that I have to write a negative comment here because I really enjoy to fly business class with Swiss but I am so disappointed right now with the situation I am going through..
I booked last year 2 business class tickets from Cph to bkk
Departure on 19/6 ..
Last week on 16/5 I received an important information from a friend working in Bangkok that the civil aviation authority of Thailand have extended of temporary ban on all international flights to Thailand until 30 June 2020.
I immediately contact Swiss by phone and by email to ask them if my flights were canceled of course.
They been very rude and tell me that my flights were still confirmed!
I also informed that on Swiss website my flights numbers don’t existed any more , they reply that because they are fully booked ! Which is a big lie
I called Swiss few times regarding this issue, they still tell me in a very rude way that my flights are confirmed..
I just need to make sure that they will cancel my flights to organize another plan and to cancel all my hotel reservations..
They really don’t care .
This situation is not acceptable and especially the bad way they treat costumers by phone that makes a really bad image of Swiss, hopefully I always Enjoyed the great service on board but by phone is a disaster!
Hope someone can help me from Swiss because I still didn’t received any answer from Swiss customer service ! 😞

They cancelled our flights and were not able to offer a other flight, so we had to cancel the tickets on march 14th and they told me that because they cancelled the flights we get a full refund, it should probably take three weeks
After four weeks I called and they promised me that it will be back on my creditcard in four weeks
After five weeks I called again and they told me that they give priority to re-book passengers so be a little patience.
After six weeks I called again an they told me that refunds are temporarely on hold
Why do they lie every time, every one I had on the phone promised me yes you get your refund, but nothing happened
I believe the review from another traveller that they wait untill august and hope they can give vouchers, but I don’t want a voucher off 4k, I want my money back, because of all this lies I never want to fly with them again
So Swiss, give the people the refund, you just received 1.2 B from your gouvernment

Maybe it's an idea to start a collective case as duped travelers to file for Swiss bankruptcy in connection with non-compliance with financial obligations, there are legal grounds for doing this, but you stand stronger with multiple creditors, because these are all duped travelers who need to get a refund.
And I would like to start this just for the fact that Swiss as arrogant as they are, doesn't communicate back to you

If I could give this company 0 stars I would. The way they have handled the current climate has been abysmal. I have had to deal with about 8 companies about cancelled events and every single one of them has been absolutely brilliant except for Swiss Air.

I had a flight booked for 28th April, and I rang on March 28th to try and get an answer of what would be happening. I was told I had 3 options:
1) Cancel the flight myself and receive only £50 refund per passenger, I explicitly told them this was not an option
2) Rebook using their new rebooking policy, again I told them this was n out an option and we cannot rebook within the available timeframe, not do we want to
3) In his exact words ‘Wait and see, we might cancel your flight ourselves’. I told him this process was disappointing but that would have to be our option.

I am now due to fly tomorrow, and so I checked the website for flight information - There is no clear indication on any flights that have been cancelled.
I have received no communications that my flight has been cancelled via email or otherwise.

I then rang the company’s U.K. call centre, only to be told that the flight is no longer running, but more than that, that I myself had requested a cancellation previous to the flight being cancelled by Swiss Air.

As stated above this was not the case, the agent I spoke to would not give me details on which staff member made the cancellation so that I could have it looked into, he would not pass me to a manager so that I could try and resolve the situation, and was completely unhelpful.

The company is trying to cut me out of my £500 refund in any way possible, and I absolutely disgusted with the way it has been handled.

I will never fly Swiss Air ever again, and I will do my absolute best to ensure that ANY person I know avoids this company too.

I understand that these times are crazy for businesses, but ripping people off and fobbing off their questions and complaints in unacceptable.

Swiss Air refuses to process refunds for cancelled flights. Their standard reply on requests is that due to high volumes the process has been put on hold till further notice. See Twitter. First they tell you to call back in April, than May and now they say August!
Now I know why..

I sent a complaint to passengerrights @ bazl.admin.ch and this was their answer:

‘Discussions are currently ongoing at European level as to whether vouchers can be issued instead of reimbursing the ticket costs. A modification of the Regulation is currently under discussion and Switzerland will adopt the new regime under the bilateral air services agreement as defined therein via the Joint Committee. Nevertheless, you can submit your complaint to FOCA. However, FOCA is currently suspending sanction proceedings regarding ticket cost reimbursement until further clarification of the legal situation at European level.’

So Swiss Air is delaying the process till the modification is official, so they don’t have to refund no more.

Swiss Air: the tickets and cancellations (by you) took place while the EC261/2004 is still valid, so follow the law please and refund my/our money!

Cancelled our flight the morning we were due to depart. In pursuing a reimbursement we have been bizarrely offered a nominal £18, with no explanation other than “current circumstances”. Now with an ADR scheme. Quite laughably bas customer service.