Swiss Intl Air Lines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 928 reviews
6/10
4 star Skytrax Rating
Filter Reviews by :
Show
1/10

"the worst customer service I have ever experienced"

(Switzerland)

Not Verified | They have the worst customer service I have ever experienced, and I am a frequent flyer. They changed the flight times and then gave me the option to change the booking dates, but said I needed to call. The airline said I was entitled to a full refund. They told me to wait and I would receive all the money back and could re-book. I told them that the terms and conditions stated I can't get a refund, but they assured me that there was a change in times so I would. I then only received 100CHF from the 2000CHF flights. They even admitted that I was provided the wrong information but said 'the operator has been disciplined, however we will not give you any more of your money back'. They ignored emails, letters and phone calls. Did not care. I spoke to friends and this seems to be a common occurrence with Swiss Arline's. I had wrong info given by Easyjet in the past and received a voucher instantly. This company is awful. if you book flights with them, just hope there isn't a change or any mistake in the booking because you will never recover money if they make a mistake with your booking. It is not worth the risk, use any other Airline aside from this one.
AircraftA340
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteZurich to Sao Paolo
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I am so shocked by this treatment"

(United Kingdom)

Not Verified | My flight got cancelled back in July 2022 and I never received a full refund, nor an email to let me know the flight was cancelled. I only received about 1/3 of the amount I paid. I have been calling and emailing Swiss Air for the past 3 months. Emails are useless no one answers. As for phone calls, I called the UK line (+44 345 601 0956) and was on the phone with an agent. He was extremely rude and didn’t want to bother with the issue saying I should go to “swiss.com”. When I wanted to double check that everything was in order and my case was sent to the investigation team and when I asked to repeat and make sure, he said and I quote “am I speaking to a child?”. I asked to be transferred to someone else on the phone but he didn’t. I am so shocked by this treatment and the people working in customer service should really know how to speak and be respectful!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Geneva
Date FlownJuly 2022
Value For Money 12345
no
1/10

"Shocked by the lack of professionalism"

(United Kingdom)

Trip Verified | Shocked by the lack of professionalism and rudeness of cabin crew. One of the female cabin crew was particularly poor. She failed to reset the video entertainment properly and when asked to do so again she asked if she was actually expected to walk through the aircraft to do it again. She was resentful and arrogant in the way she spoke to passengers. There is also a problem with the dreadful design of the premium economy seats. There’s no foot rest and it’s a sliding shell seat which doesn’t actually work. Not worth the money. Economy looked like a nightmare. The food in premium was very good. Seemed to be the same as business just served on a single tray. Swiss is clearly a low cost carrier now but they need to upgrade their staff with new cabin crew who are up to the task.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteSão Paulo to Zurich
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Would not fly again with Swiss"

(Germany)

Trip Verified | I purchased 4 upgrades to business class from Paris via Zurich to Thessaloniki after the customer representative told me it's 330 CHF per person. In the end, I found out they charged double (8 x 330 CHF). Exactly the same amount for the small flight and one for the longer flight. They say they don't release any communication and there is nothing I could do. Never seen such a non caring airline. On top of that, our luggage was not transferred in Zurich and we arrived without it in Greece. Would not fly again with Swiss, there are plenty of alternatives luckily.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteZurich to Thessaloniki
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"a very bad customer experience"

(Austria)

Trip Verified | On last July 14th my wife and children (3yo and 5yo) flew from Vienna to Bordeaux with Austrian, booked with Swiss Airlines. Originally the flight was scheduled at 9:35 in the morning, but they were not able to onboard due to a booking issue on Swiss Air's side. I accompanied them to the booking counter, where they had to wait for about an hour before someone helped us. A new booking had to be issued, and flying was not possible until 15:00. The new flights had then both delays - and my family finally landed in Bordeaux at 00:30 on July 15th, whereas the arrival was originally planned at 14:05 the day before. There is a compensation for these kind of cases, named "EC261-2004". Therefore I reported the issue to Swiss Air on their website. I only got an answer 2 weeks later, stating that the problem was not Swiss Air's fault, but occurred because of air traffic controller regulation. But it DOES qualify as a situation covered by EC261-2004. The booking was changed at the last minute by the company AND the flights had delays. Therefore I responded asking for a better answer, but the lady keeps turning me down. I then decided to call the customer service directly as it should be easier to clarify things over the phone, right ? So. I called and had to wait for more than 1 hour 10 minutes, with the worst voicemail I've ever heard. It really sounds like they are trying to discourage people! So, after 1 hour 10 minutes I finally got to speak to a lady and explained the whole story. I was quite angry at this point, and she recognized that we should receive a compensation. She then told me she was not responsible for this (seriously?) and gave me another e-mail address which I should contact. I sent an e-mail to this other address, more than 2 weeks ago (on August 29th), and all I got so far was an automatic response. There was a link in this mail, that should redirect to the contact list of Lufthansa's support. Guess what happens when clicking on the link ? I get this lovely message : "You don't have permission to access this resource on the server." This has got really tiring at this point. I feel like I have to fight for something that Swiss Air is deliberately ignoring because they don't want to take responsibility. This is a very bad customer experience, and I would definitely recommend not flying with them, because it just shows how much they don't care about their customers, let alone their poor support staff which is completely under water.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVienna to Bordeaux
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"a long series of disappointments"

(Switzerland)

Not Verified | I flew Swiss Air because they offered a good price for my return trip from Florence to Geneva and because of their good reputation. However, my flight was disappointing from start to finish. Beginning with their mobile app, I was not able to link my flight to it or even check in on their website, even though I had had no problems with these functions with other airlines just a week previously. Then I received an email the day before that my seat had been changed, though the email did not give a reason and there was no link to find out what my new seat was. I arrived at the Florence airport early because I couldn't check in online and it was then (only a few hours before) that I found out that my flight was delayed, first by 15 minutes, then by an hour and 15 minutes, with no explanation and no clear indication of the gate until after the original flight time. When I realized that I would miss my connecting flight in Zurich, I went to the Swiss Air clerk to ask what could be done and she told me that I had already been rescheduled for a new flight (for which I had not received an email). After asking more than once how I would board my new connecting flight without a correct boarding pass, she printed one for me. Our flight from Florence to Zurich finally left, 1.5 hours late. The only explanation given was that the previous Swiss Air plane had been delayed. After arriving in Zurich, most of the food shops were closed and I had to walk all the way to the other end of the airport for my next gate. The 10:35 pm flight was again delayed until 10:50 pm and we didn't actually take off until 11:15 pm. Once again, no explanations were given. And when we finally boarded, the clerk forced me to check my bag as being too large even though that had not been a problem on the previous flight, and even though I saw at least 2 other passengers with bags the same size as mine, who were not forced to check their bags. I had decided to limit my belongings to a carry-on bag and not check a bag so that I wouldn't need to wait at baggage claim. Because I was forced to do this, I was delayed and had to wait 30 minutes for my bus home. I did not arrive home until almost 1:00 am. I should have been home by around 10:15 pm. I hope never to fly Swiss Air again. It was a long series of disappointments.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFlorence to Zurich via Genève
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I am still waiting my refund"

(France)

Trip Verified | Paris to Copenhagen via Zurich. My flight has been canceled. And I am still waiting my refund. It has been nearly 2 months and I want my money back. I don't recommend this company.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Copenhagen via Zurich
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Your seat had changed"

(Switzerland)

Trip Verified | Zurich to London on September 2. Flying on SWISS is like taking a crowded bus, with perhaps even poorer customer service. I had reserved and paid CHF 30 for an emergency exit seat so as to have more legroom. However, as is nearly always the case with SWISS before a flight, I received an annoying email, brightly titled ‘Your seat had changed!’ saying that the airline had ‘done its utmost to assign me an appropriate seat’. Despite having paid for an emergency exit seat, I was assigned a regular seat far back, from what I could tell. I called the online check-in service for assistance, but one would be hard pressed to find a more clueless agent. Terms such as ‘emergency exit row’, ‘aircraft type’ and ‘seating configuration’ were completely foreign to him. I tried to explain them to him, but was met with utter incomprehension. I then called the regular call centre number, but hung up after 20 minutes of being told my call would be answered ‘shortly’. I finally went in person to the city ticketing office, where they confirmed that ‘having done their utmost to assign me an appropriate seat’, SWISS had decided to assign the emergency exit row to business class. Even Edelweiss, Switzerland’s leisure airline, offers you a snack, but not SWISS that is ostensibly a full-service airline. Paying close to CHF 500 for a short-haul economy class flight still doesn’t entitle you to a bite to eat. The only saving grace was that we landed on time – quite a feat given that every single one of my SWISS flights over the last few months has been considerably delayed, regardless of the time of day.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteZurich to London
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never fly with them again"

(Israel)

Trip Verified | Start with 1h&45 min delay before departure. No SWISS staff or any official representative to provide an explanations. When arrive to Zurich we lost our connection flight. On ground There was no reasonable support. We had to run and find and guess what we need to do by ourself. When we found the SWISS transfer desk they treat us in a rude and way. All the alternative solution she offered were poor. We spend hours at the SWISS counter there but they didn't offer us any food or drink vouchers. Later we had to locate our baggage by ourself. I will never fly with them again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTel Aviv to Stuttgart via Zurich
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"my baggage never arrived"

(Germany)

Trip Verified | Berlin to Milano via Zürich. Almost missed my connecting flight due to a delay of the first flight. Even though I made it, my baggage never arrived. I will never ever book Swiss Air again! My suitcase got lost and even after filling out all the forms at the lost and found counter it did not arrive.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBerlin to Milan via Zürich
Date FlownSeptember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no