✅ Trip Verified
| My wife and I travelled from Cape Town to Barcelona via Zurich in November 2017 with our 8 month old baby on Edelweiss / Swiss Air. My review is in connection with the long-haul flights between Cape Town and Zurich. Edelweiss is overall a good carrier. The aircraft was new, clean and engendered trust in the airline, however there are two points which the airline has to improve upon: Accommodating babies. On the Cape Town to Zurich leg, there was insufficient time to book a seat at the bulkhead with a Bassinet, however the Cape Town ground crew assisted us and upgraded us to 'Economy Max' which provided us with bulkhead seating and a bassinet for our baby to sleep in, which was appreciated and not expected. However upon our return trip, which ironically was when we had the foresight to try to book a bulkhead seat in normal economy, we found that in trying to book a bulkhead seat and a bassinet (both on the website and via email correspondence) ,the airline did not accommodate us. We even paid 58CHF to secure 2 seats, however there were no bulkhead seats available and NO provision for parents with babies who actually need those bulkhead seats due to the bassinet facilities. Upon arrival at both Barcelona and Zurich Airports - on return to Cape Town - the ground crew would not or could not help us. We therefore had to travel 12 hours with a baby on our lap between Zurich and Cape Town and noted that the bulkhead seats were not occupied by people with babies. A most uncomfortable arrangement, with airline crew not assisting in making it any more easy for us or offering more suitable seating with a bassinet. It is totally unacceptable that no provision is made for booking with infants on the website or via email. We did send an email about 3 days prior to our trip, but this was only answered upon retuning to Cape Town. Not acceptable. The boarding system is chaotic. Not only in Cape Town, but Barcelona and Zurich. Everyone rushes at the same time to board the aircraft upon announcement of boarding. Why does the airline not look at what Singapore Airlines or other airlines do in boarding in a systematic and orderly fashion - thereby reducing an anxious and chaotic boarding process. They are a Swiss Airline after all - one would expect it! Ironically, upon getting into the aircraft, the aircrew constantly harass passengers with an announcement basically saying that passengers much step aside and get in their seats as soon as possible to allow other passengers to board. Surely if they instituted an orderly boarding system, this would actually be far more efficient, and this announcement would be unnecessary?