Notices

Swiss Air Investigation: Swiss Air is currently under investigation by AirlineComplaints.org for serious violations of passenger rights. Read more

Swiss Air Investigation (Dec 2025): Swiss Air is currently under investigation by AirlineComplaints.org for serious violations of passenger rights including but not limited to abandoning passengers at foreign airports; causing negligent delays that result in missed critical connections, particularly impacting travelers attending funerals; providing dishonest assurances through flight staff; failing to manage visa-related issues, leaving travelers stranded in untenable legal situations abroad; mishandling luggage containing essential medications; providing inadequate support for grieving passengers; refusing to offer readily available alternative flights; ineffective communication; causing emotional distress to affected passengers; poor coordination with partner airlines; systemic breakdowns in global phone-based customer support; technical failures on their lost luggage website; ignoring customer complaints; and breaching their fundamental duty of care to passengers.

Swiss Air Investigation Update (Feb 2026): Due to observed Swiss Air behavior, this investigation is escalating for additional serious violations of passenger rights including but not limited to issuing token and bad-faith refunds that bear no reasonable relation to the actual value of unused ticket segments; refusing to reimburse documented replacement transportation costs incurred as a direct result of their operational failures; misrepresenting nominal payments as meaningful refunds; failing to honor explicit written commitments to reimburse out-of-pocket expenses; forcing bereaved passengers to retrieve delayed baggage at their own expense despite being provided with a delivery address; shifting additional financial burdens onto passengers for fuel and transport required to recover mishandled luggage; attempting to substitute legally owed cash compensation with restrictive “goodwill” vouchers; implying that such vouchers constitute adequate settlement of unresolved claims; failing to provide transparent refund calculations or justification for nominal reimbursement amounts; and demonstrating bad-faith escalation handling through repetitive, non-authoritative, template-based responses that avoid substantive resolution.

We are expanding this investigation to the public and requesting feedback from Swiss Air customers here. Show less

Customer Service Unwilling to help in any way

Tools...

Thread Tools

Display Modes

#10

Oct 21, 2008, 2:22 PM

abutterfinger25 abutterfinger25 is offline

US Department of Transportation Employee

Join Date: Jul 2008

Location: Washington Metro Area

Posts: 197

Quote:

Originally Posted by goghgrl

I totally agree that I contributed to the error by not catching it right away; however, the definition of customer service is providing service to the customer. I have traveled quite a bit and have received assistance with stand-by seating, traveling on another airline than the ticket was issued to, and changing tickets wiithout being charged any fees, so I know that agents and supervisors have leeway to offer such assistance.

Your reply exemplifies the "lotsa luck" attitude that people complain about.

You are right. The agents you dealt with exhibited real poor customer service and I am glad that they corrected the mistake and reinstated your travel vouchers.

However, under current existing regulations, the carrier did nothing wrong in this instance.

Reply With Quote

« Previous Thread | Next Thread »

More options...

Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)

Thread Tools
Show Printable Version Email this Page
Display Modes
Switch to Linear Mode Switch to Hybrid Mode Threaded Mode

Posting Rules
You may not post new threads You may not post replies You may not post attachments You may not edit your posts BB code is On Smilies are On [IMG] code is On HTML code is Off Forum Rules

Forum Jump

Similar Threads
Complaint	Complaint Author	Forum	Replies	Last Post
Customer Service Check in agents unwilling to help	AnsgarWilke	Delta Air Lines Complaints	1	Jun 8, 2008 8:33 PM

All times are GMT. The time now is 9:09 AM.

Customer Service Unwilling to help in any way

About Us

AirlineComplaints.org

Advertising