Passenger Review
Swiss International Air Lines review by Andrew
6 / 10
In my experience, the product most airlines provides in terms of seating, wi-fi, meals, cabin service are all fairly comparable (especially in the First Class market) because they have to be in order for the airlines to remain competitive. I’ve now learned that an airlines quality can best be distinguished in how they treat you when something goes wrong. I recently flew on Swiss Airlines on a First Class revenue ticket from DXB to MCT (LX 242). When I missed my connection in DXB (because of my late arrival on another Star Alliance airline) I was told in order to fly on the next available flight I would have to be downgraded to Business Class. Not only did Swiss not offer any compensation for this but in fact they actually wanted to charge me a 220 AED change fee for the downgrade. Clearly I hadn’t paid enough for my First Class ticket! Somehow after the missed connection in DXB my baggage ended up in an inaccessible part of the airport and I did not get access to it until just before the downgraded LX flight was due to depart the next day. I checked my bag in with Swiss Airlines at DXB without any problem. The inflight service in Business Class from DXB to MCT was fine, however, when I arrived in MCT at around 04:30 AM my checked bag did not! I spent the next frustrating 1.5 hours trying to fill out a baggage claim request. This involved multiple people trying to fill out the online form and at least 3 or 4 attempts where I had to repeat all my information and details every time. I was assured by the LX baggage handlers that the bag would be placed on the “next available flight” and provided them with all my local contact details. Considering I had flown on a First Class revenue ticket, I assumed Swiss would make it a priority to reunite me with my luggage. Over the next day while in Muscat, I, and the hotel operator and hotel concierge repeatedly called multiple Swiss Airlines numbers both in Dubai and Muscat and could not get through to anyone. I called Swiss Airlines main number in Switzerland, informing them of the situation and was given other phone numbers which kept ringing but no one answered at the other end. At one point, I was told the most senior Swiss representative in Muscat was being e-mailed to call me immediately at my hotel and I am still waiting for that phone call. I e-mailed Swiss customer support online and have yet to hear back from anyone. My abbreviated stay in Muscat came to an end and I boarded my next flights that took me to the Seychelles, again with no access to my checked bag, toiletries and wearing the same clothes that I had when I started my trip in Toronto 4 days earlier. After arriving in the Seychelles (SEZ), I noticed on the Swiss online baggage tracker that my bag was due to be delivered from Dubai to MCT on a flight that evening. After multiple exasperating phone calls, including to Swiss headquarters in Europe, I was finally able to redirect my bag to the Seychelles, not on the first available but flight but to one 8 hours later. When the bag finally arrived at SEZ, it was eventually delivered to my hotel, however, in order to do so, I was asked to pay for the taxi charge from the airport. To summarize, Swiss Airlines “First Class” treatment is deplorable. They are happy to downgrade their customers with no offer of a refund and then have the gall to ask for a change fee. They lose your luggage and make no effort to reach out to you afterwards in a timely fashion. I am still waiting to hear back from their premium online support almost a week after I first contacted them. They try to placate you by providing you with phone numbers where no one answers on the other end and they leave you stranded to fend for yourself with only the clothes on your back. This has been the worst experience I have had with any airline and I fly over 100,000 miles a year! DO NOT FLY WITH SWISS!!!
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Swiss International Air Lines
Overall Value for Money
Seat and Cabin Space
Customer Service
In Flight Entertainment
Baggage Handling
n/a
Check-in Process
n/a
Meals and Beverages
Recommend Airline