Swiss Airlines Customer Service Issues

I am still waiting for a refund on a ticket I purchased on 2/9/[redacted] and cancelled on the same day within 3 hours. The agent, Omi, cancelled booking #ZCTHBC for Jesse Ward. I have already waited for 6 weeks, checked with my credit card company, and contacted Swiss Air again. I spoke with an agent who then spoke to the cancellations-refund department, and they assured me the refund was being processed immediately, which was last week. However, when I checked with Capital One, they have not received the $1,[redacted].30 refund. Can you please assist me with this matter?

I mistakenly booked a flight from LHR to Zurich for September 5 instead of October 5. I quickly contacted Swiss within ten minutes to rectify my error. The Swiss agent, with reference number PYVKCP, helped me book the correct flight and assured me of a full refund of US$[redacted].48 for the initial erroneous booking. However, I am still waiting for the refund to be processed. Furthermore, I noticed discrepancies in the pricing. My credit card was charged SF289.30 for the incorrect booking and an additional SF50 for the new reservation. Upon checking the same flight for October 5, the cost should have been SF213.90 for two passengers in Classic with an extra bag each. I am confused as to why I was overcharged by SF129.40 and would appreciate clarification on this matter.

Dear Customer Service, I am writing to address a concern I encountered during a recent phone booking [redacted] made on Thursday, January 10, [redacted]. I was advised by your representative to file a complaint about this matter. I needed to book via phone as I am traveling from Calgary to Belgrade with my two children, returning alone, while my husband will depart from Calgary later and return with the kids. Due to the children's ages, I couldn't book for them online. I initially made reservations for myself and my husband (booking confirmations NRUO27 and NS3YU3) after contacting Swissair through your website. Subsequently, I booked for the children over the phone as instructed. During the call, the operator quoted a price of [redacted].81 CAD per child, significantly higher than our tickets ([redacted].81 for me and [redacted].81 for my husband). When I inquired about the discrepancy, I was informed that phone booking prices fluctuate. Despite my reservations, I agreed to the charges. Upon checking online, I discovered no price change, with adult tickets priced at [redacted] CAD. I called back to inquire about the price disparity and was informed that it was due to a 60 USD (approx. 80 CAD) difference between online and phone bookings. I sought identical terms for my children's reservations but have yet to receive a confirmation email. I am disappointed as I've always regarded Swissair highly and even booked for my mother through your airline previously. I trust you will address this issue promptly and fairly, ensuring the correct pricing on the confirmation. I eagerly await a resolution. Thank you for your attention to this matter. Best regards, M.T.

I would like to express my frustration about a recent flight experience. My husband and I travel often, and for the first time, I am compelled to file a complaint. On a recent flight from Cairo to JFK with a layover in Zurich on 2/19/19, we, preferring Business or First Class due to our height, were astonished by our seating arrangement. Despite booking Business Class, we were seated in what was essentially an Economy seat with minimal legroom. The male flight attendant's disinterested and hurried service only added to our disappointment. The following leg of our journey, however, was much more pleasant. I am seeking a swift resolution to this issue, specifically a refund for the price difference between Business and Economy for the duration we were seated inadequately. Thank you for addressing this concern promptly. - Susan B.

On April 5, tickets were issued for Mladjenovic and Krstic for a return flight on April 14. Due to a family death, Dragana's godmother passed away, and she needed to change her return flight to April 17 to attend the funeral. Despite contacting the Detroit office to inquire about changing the flight and penalties on April 13, there was a delayed response. Swiss Air was contacted, where Dragana struggled to communicate with an agent due to language barriers. The agent inaccurately changed the flight without Dragana's consent, resulting in her having to purchase a new one-way ticket. Despite efforts to reinstate her original reservation, promises were not kept by Swiss Air. Dragana is dissatisfied with the service received and is requesting reimbursement for the unexpected one-way ticket purchase.

I am travelling from Mumbai, India to San Francisco, USA with Swiss Air and a layover in Zurich. I have a valid US visa. However, when attempting to check in on the Swiss Air website, I encountered the following error message: "Unfortunately, we have not received travel approval from the US authorities for SANKET PATLE. Please review your information, particularly your passport number, on the next page. If you do not have valid ESTA approval yet, you can apply for it using the ESTA link." As I am not a citizen of a country under the Visa Waiver Program, I believe I do not need ESTA approval. Can someone explain why I am unable to check in online despite having a valid US visa?

I have reservations on Swiss Air for my trip from Mumbai to San Francisco on July 16, [redacted]. My confirmation number is N2ZZ4T. A friend named Pawan Suresh is also traveling on the same route on the same date with confirmation number IYKRRN. Although we have different flights from Zurich to SFO, we want to travel together for the second part of our journey. I would like to inquire about the process and potential costs associated with changing our flights to align for the second leg. If adjusting both outbound and return flights is an option, I would appreciate knowing the more economical choice. Thank you for any assistance you can provide.

Hello, my name is Rezvan Shirazinia, and I called earlier to inquire if Swiss Airlines provides any services for families in times of emergency or loss. I have always used this airline to travel to my country, but unfortunately, my father has recently passed away. Due to financial constraints, I was unable to attend his funeral promptly. However, I am hopeful to return home soon to participate in one of his ceremonies and be with my sick mother. If there is any way you can assist me in getting there as soon as possible, I would greatly appreciate it. I have been a loyal customer of Swiss Airlines since I first arrived in the USA, with my most recent flight in July [redacted] from Boston to Dubai. Could you please advise me on who to contact? You can reach me via email or at [redacted]. I reside in Boston, Massachusetts.

Dear Swiss Air, Our recent trip to Indonesia on July 14th left us extremely disappointed. As frequent flyers, this was the worst experience we've encountered in our many trips. Upon arrival, we were informed that we needed to collect our bags in Singapore, despite having less than an hour to catch the connecting flight. After reassurances from multiple Swiss Air employees, we were led to believe this was normal procedure. However, speaking with other passengers made us realize the improbability of the situation. Despite assurances from the purser that our luggage would be relocated, none of our bags arrived when we reached Denpasar. Subsequent flights to Sydney also faced delays, with our luggage finally arriving after a prolonged and frustrating wait. The ordeal resulted in a broken suitcase, damaged belongings, and a spoiled holiday experience. Despite attempts to seek compensation from various airlines involved, we were met with denials. We believe Swiss Air holds responsibility for the lost and damaged luggage, impacting our vacation negatively. We are hopeful for a smoother return flight and clarity on possible compensation.

Today, the Manchester Guardian reported the highest tide in Venice in 50 years. St. Mark's Square is flooded, and two people have been reported dead. The aqua alta reached 1.87 meters on Tuesday night, with more water expected due to high winds. Mayor Luigi Brugnaro plans to declare a State of Emergency for Venice. With another surge expected, there are concerns about return flights being affected. Considering these circumstances, it might be wise to look into changing your return flight from Milan to ORD. As a senior traveling alone with a bad left knee, it's best to plan ahead for any potential travel disruptions. Thank you.

Dear Team, My name is Smriti Patel, and I recently flew with Swiss Airlines from Zurich to Miami on December 2, [redacted]. I have attached my boarding pass for your reference. Upon my arrival in Miami, I filed a claim for my damaged suitcase; however, I did not receive a reference number at the airport. I encountered difficulties uploading the photos of the damaged luggage on the website, so I have sent them via email to [redacted] If there is any additional information required from my end to facilitate the process, please do let me know. Thank you for your assistance in advance. Best regards, Smriti Patel

I have a connecting flight scheduled from Hong Kong to Madrid on March 2, and then Venice to Hong Kong on March 18. Unfortunately, our flight from Manila to Hong Kong got canceled due to the current epidemic situation. I've checked with other airlines, and none are flying to Hong Kong either. I kindly request either a refund for our tickets or to be rerouted promptly, as we need to purchase new tickets to our new destination. The safety of passengers is crucial, and this situation is beyond our control, given the lack of available flights to Hong Kong. Thank you for your understanding and quick action on this matter.

We have plans to depart for Geneva on Friday night, but I am concerned that I may have been exposed to the coronavirus. If I don't receive a refund, I will have to board the flight despite the uncertainty of my health status. It involves a significant amount of money, and there's a possibility that symptoms may not appear until I am already abroad. We have attempted to reschedule, but additional fees are required, making me feel pressured to proceed with the trip due to the lack of a refund. I am unsure about the best course of action in this situation.

Hello, I am currently in Germany, and my flight back to SFO was scheduled for Friday, the 20th of March on LX 38 from ZRH. Due to the concerns surrounding the Coronavirus situation, I understand that changes are happening frequently. Could you please provide me with details about any changes made to my flight so that I can prepare accordingly and arrive at the airport on time to avoid any issues? My booking reference is TXHAP8. I am a US permanent resident with all my documents in order. I have been using your services for over 20 years without any problems, and my faith in your company remains strong. I hope everything works out well. Wishing you all good health and the continuation of your usual standards. Thank you, Putz Gerhardt.

On March 16th, after arriving from Varadero in Zurich, I discovered my connecting flight to London City had been cancelled without any prior notice. In Zurich, I was informed by the customer services that my travel agent, Opodo, should have informed me about the cancellation. I was accommodated on a flight 5 hours later. Opodo had sent me an email on March 15th which I only received during my wait in Zurich. I submitted a claim form from the airport. I received a response from Garren B. stating that Swiss Air had notified me, but he claimed the email address provided was incorrect, and therefore, I was not eligible for compensation under eu [redacted]/[redacted]. Unfortunately, the email address he provided was wrong, and I cannot reach out to him. Despite contacting Swiss Air, the agent is located in the South Pacific, and the alternate email address given to me is not being accepted.

SWISS recently contacted me regarding Reservation Reference K2Q44P for a trip that I am unable to make due to being stranded in Bali, Indonesia since mid-March. Despite multiple attempts to reach SWISS's Bangkok Office by phone, I have been unsuccessful and only encountered an answering machine. I even contacted the HON Service Center in Frankfurt, who advised me to cancel flights by phone. Unfortunately, my experience with calling SWISS Bangkok has been incredibly frustrating, with numerous failed attempts to reach a representative. I previously requested cancellations for flights with various Reference Numbers including "SWQAVK", "T4NUIP", "MN8FBL", and "K2Q44P," but have yet to receive confirmation. I urge SWISS to cancel the reservations under Reference K2Q44P and refund the ticket price promptly. Despite the challenges faced by the Lufthansa Group during the pandemic, I kindly request clear communication regarding my flight cancellations and the refund process. Your attention to this matter is greatly appreciated. Best regards, Gerd Keim.

Hello, I was surprised to learn just a few days before my scheduled flight that it has been canceled. I recently found out that my flight was canceled [details of the flight below]. As of now, I have not received a refund and would like to inquire about the delay. Travel Republic mentioned that Swiss Air needs to pay them before they can refund me. I would appreciate an update on the situation. Thank you. Kind regards, Ileidy.

I got this email regarding my flight LX1952 on 11/1/21 (ZRH-BCN). It states that Spanish authorities require passengers to complete the FCS health control form before traveling to Spain. However, the form asks for seat information and online check-in is not available. What should I do?

Dear Swiss, I've been trying to reach the Belgian (Brussels) service center for two hours now. Unfortunately, the contact form on your website seems to be down. I contacted your service a week ago regarding changing our flight due to COVID restrictions in Canada. I was informed that we could change our booking once to another destination under these circumstances. We are a group of 5 adults with booking references RQOMUJ and RPTV85, looking to rebook from Canada to Cyprus for July 20th to August 2nd. Could someone please call me back in English or Dutch to help us with this? Alternatively, how can we quickly make this change? My number is [redacted][redacted]. Your prompt assistance is greatly appreciated as we hope to avoid losing our money. Thank you.

My father, a Canadian citizen, has a flight booked from Zagreb, Croatia, with a layover in Zurich, Switzerland, before heading to Miami, Florida, USA. He got vaccinated in Florida a few months ago and will have his PCR test done in time. I would like to know if he will be allowed on the flight to the US from Switzerland since it is in the Schengen area. We were able to buy the ticket, and he has a home in Florida but is not a permanent resident. Any advice would be appreciated.