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 1108 reviews
6/10
4 star Skytrax Rating
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4/10

"Very poor service"

(Czech Republic)

Trip Verified | The flight was delayed for more than 3 hours, the company bumped 15 passengers due to missing seats after they switched to a plane with fewer seats. After more than 2.5 hours of delay, passengers were given information about the possibility of a small snack, which was a Snickers and an espresso. It could not be exchanged for another drink e.g. water or tea. The staff was very unhelpful and completely without understanding e.g. for mothers with children who were not even allowed to board first. After boarding the plane at 19:50 we waited another 50 minutes on the plane. All other planes left the airport without any problem, so we cannot talk about bad weather conditions. Very poor service, I will definitely not use Swiss Air.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteZurich to Prague
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"unable to execute those changes"

(Spain)

Not Verified | I booked business class flights with SWISS International Air Lines for my family's Christmas vacation. We now decided to extend our vacation by one week, so I wanted to change our return flights accordingly. Luckily the flights I had in mind were offered on the SWISS.com website so I made the changes online. The rebooking was confirmed on the site and I got charged 171.08 euros from my credit card, just as offered on the website. Everything fine so far. Later during the day I noticed that the payment was charged twice from my card. I also never received any rebooking confirmation from SWISS via email. I contacted the company through their live chat on the same day. The result was surprising: I spent 6 hours in this chat to learn that SWISS denied both the rebooking and the charges on my credit card. I then decided to file a complaint through their contact form on the website and got an automated reply: I shouldn't be worried about the blocked amount on my credit card it would be released shortly. There was no blocked amount - the payment was done and the money was charged to my card and booked from my bank account. SWISS also didn't even mention the missing rebooking confirmation, as if this never happened. Turns out we won't be able to change our Christmas vacation now as SWISS is unable to execute those changes. This is truly unbelievable! Unauthorized charges from credit cards are called fraud. Reading the negative comments on this site just underlines my impression.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLas Palmas to Zurich
Date FlownSeptember 2024
Value For Money 12345
no
1/10

“staff was curt and unhelpful”

(Singapore)

Trip Verified | Our flight on 12 September LX 0176 from Zurich to Singapore was suddenly cancelled while passengers were waiting to board at the gate. We were supposed to start boarding the plane around 2140 pm. Nothing happened until around 2230 and the plane was supposed to take off at 2240. Then the announcement came that the flight was cancelled. No explanation was given. The person in charge then announced that passengers in Business Class go to a transfer desk and all others to get their luggage and look for hotel accommodation on their own. And we were told that immigration would be closing soon and we had to act fast and go reclaim our luggage if we want to leave the Airport. My wife and I are in our 70’s and unfamiliar with Zürich, let alone find a hotel at midnight. Nevertheless we managed to find a hotel some distance from the airport with the help of another stranded passenger. The poor handling of the situation by Swissair leaves much to be desired. The staff was curt and unhelpful and was in a hurry to get rid of us. At the very least, they could have given us a list of hotels to accommodate us. Instead, we had to go around in a taxi looking for hotels after midnight. Our taxi fare amounted to Chf 102 and the hotel charged us Chf266. To add insult to injury, we were rebooked to return to Singapore via Narita, a journey of more than 29 hours. Thank goodness we were able to secure a direct flight on Singapore Airlines the next day, which meant an additional day stay in Zurich. Swissair is part of Staralliance but this standard of customer service is absolutely horrendous. It left me wondering how dis Swiss qualify as a member of Star Alliance given such poor service standards. I would not recommend flying Swiss.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteZurich to Singapore
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst Customer Service"

(Switzerland)

Trip Verified | Worst Customer Service. We had a truly terrible experience with Swiss on our return flight from Cancun to Zurich. Due to multiple cancellations and booking errors, we ended up without a flight home and had to book a last-minute, expensive ticket with Air France, which cost us over CHF 2,345. Swiss' customer service was completely unreachable for more than 24 hours, and even the staff at Cancun airport couldn’t offer any assistance. This kind of service from a supposedly reputable airline is unacceptable. We are highly disappointed and expect a full reimbursement of the additional costs we incurred. Such a situation is simply not tolerable for an airline like Swiss, and we will reconsider flying with them in the future.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCancun to Zurich
Date FlownNovember 2023
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid this airline"

(United Kingdom)

Trip Verified | They cancelled the flight, and lied to passengers about the reason (they claimed it was bad weather at Gatwick - it was a fine day, and other flights were landing there happily enough) in order to avoid their legal obligation to pay compensation. I disputed it and they admitted they owe compensation (thereby admitting they lied) but months later I have not received a penny, no reimbursement of expenses I am owed in getting to my destination. All I get from customer services is lies and stalling tactics telling me my bank account is not valid when it is. Avoid this airline at all costs. I would give 0/10 if it allowed me to.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteZurich to Gatwick
Date FlownJune 2024
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
1/10

"sent my luggage to another airport"

(United Kingdom)

Not Verified |   Very bad service and unexpected staff , They sent my luggage to another airport even though while luggage check in I have cross checked with the staff and the lady said that I am going to get my luggage at Switzerland but the airport staff at Switzerland informed me that she has sent it to another country airport.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBarcelona to Switzerland
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“one of the worst airline meals”

(United States)

Trip Verified | Lounge Service at ORD for Swiss is terrible, shared with SAS and not enough seating. The boarding process was a total free for all, disaster. The seat was outdated, adjustments not working properly and uncomfortable. The amenity kit is very low quality. The catering was terrible, probably one of the worst airline meals I have ever eaten (beef that was so tough, could not be eaten). The crew kept the cabin temperature way too warm, so many other people in the cabin were hot and obviously uncomfortable. NEVER, NEVER AGAIN waste of money. Funny how Swiss only sent me a request for a flight review on their code-share flight Baltic Air?
AircraftBoeing 777-300
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteChicago to Zurich
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

“poor quality product, no service”

(United States)

Trip Verified | Smooth boarding process. Seats on the A330 are very outdated, low priced amenity kit. Small and dated in-flight entertainment system. Selected the fish dish that was complete inedible…really Swiss? I would like to see your catering staff eat what I was served. Sent it back and was not even offered another dish or food option by flight attendants. Asked for water 3 times and never received it. Once I did get a glass of water with 2 ice cubes, never refilled by passing staff. Sat empty for 4+ hours. We will never fly Swiss again, poor quality product, no service, many other options.
AircraftA330
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteZurich to Chicago
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst Business Class"

(United States)

Not Verified |   We've traveled all around the world on numerous different airlines, but Swiss Air takes the crown for the worst Business Class experience. Check in process at LAX was horrible. The counter personnel were not friendly and it was very obvious they did not care about customer experience what so ever. Very inefficient process in checking in customers. We've never waited this long in a business class line ever. Boarding process was another disaster. The most inefficient boarding we've ever witnessed. Of course it's the same crew that checked us in, so go figure. Plane is delayed 1.5 hours. Food on board was average. Possibly the most uncomfortable business class seats we've been on. Arrive in Zurich and 2 out of our 3 luggage's don't arrive. Around 30 people in the same predicament. We are told to file a baggage delay claim on their website and wait until further notice. Luggage arrives in Zurich 3 days later! We are in St. Moritz and have to pay for a taxi ride back to Zurich which is 3 hours away to the tune of 690 chf. Flight back to LAX. Flight is delayed again, but this time for 3 hours! Same again, extremely inefficient boarding process. Never seen such a slow boarding process. Flight crew on board this flight is the worst I have ever seen. Not attentive and too busy socializing with each other. I go to use the restroom and come back to see an extra blanket in front of my seat on the floor. I ask my wife and she says there was someone's blanket in the aisle and the flight attendant came through and just moved it with her feet to in front of my seat. For starters how can a flight attendant kick someone's blanket instead of picking it up? I push the blanket back into the aisle to see how they would address it. Two flight attendants pass by to go socialize with a passenger behind me and just walk over the blanket in the aisle! Wow! They do it again on the way back. I stop them and asked why they put someone else's blanket in my seat and why would they just walk past it like this. Their response? Oh ok, and they just picked it up and left. No apologies whatsoever! I stop a second attendant to address the same issue and responds by saying, did you talk to my colleague? I respond, yes I did and she says ok then. Do you want some chocolate? REALLY? The restrooms? They don't bother cleaning them up during the entire flight! Airlines like Korean Air have flight attendants go inside the restrooms after every customer leaves to tidy things up. Swiss Air? They don't bother the entire 12 hour flight. It's absolutely disgusting. It is very obvious that this was not just a case of a bad flight. This is a corporate culture where the customer experience is not at the forefront of how they conduct business. Processes are there for the employees benefit and not the customer. Needless to say, we will never fly on Swiss Air or it's corporate affiliates like Austria Air or Lufthansa. When we go back to Switzerland (and we will because it's such a beautiful country), we will go back to flying Air France through Paris like our previous visits. The direct flight through Swiss Air is just not worth the torture. Stay away from this airline if you can and save yourself a lot of grief.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteLos Angeles to Zurich
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"there is no coffee offered"

(Switzerland)

Trip Verified | It was what it was. Flight under LX-number operated by A220 of Air Baltic (crew and aircraft). Cabin clean and rather new. There is absolutely no free service in form of coffee or tea on morning flights. It's a shame that for a couple of 100 Swiss Francs there is no coffee offered. Otherwise flight more or less on time and about 70% full.
AircraftA220
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteZurich to Vienna
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no