swissair.com

Shocking treatment

I am writing about the constant issues we have had for 2 separate bookings: VYA53A - and VWZFEJ. Although they are sperate bookings they were all paid on the same card by me and we have the same problems.From making our bookings in February we have had our flights changed numerous times. As frequent travellers we know this can happen and accepted it at first including an additional layover in Singapore. We were also willing to be flexible and my sister said she would fly in/out of London (instead of Birmingham) even though this came at a cost to her and was extremely inconvenient.However, the changes started to become unreasonable and when we would call to sort out new flights with your staff we would be told it was all sorted only to receive an email a few hours/days later to "PLEASE URGENTLY CALL US" and be told the flight was no longer available. This has happened at least 15 times. I have recently learnt that this was because after the reservations team (who we had confirmed with) it would be sent to the ticketing team. But the ticketing team "didn't confirm in time".Another time I noticed when we were rebooked, the third leg of our outbound flight took off prior to the second leg landing. I have a screenshot of this.We have had numerous other problems but we estimate we have spent 35+ hours on calls and web chats to your staff wasting our time and their time. This figure does not include the countless emails we have also sent.It seems there is a problem with your systems in which staff can't see how many times our flights have been changed and to be able to rectify it properly. One of your staff told us we only booked our flights in July, when we booked them in February demonstrating they don't have the correct information.In November I was told everything was sorted. A few days later I logged into the Swiss web site and the third leg of our outbound flights (Singapore-Cebu) were missing and my sister had no return flights showing. When I contacted the web chat, they told me I had to contact Lufthansa regarding the outbound flights and Singapore regarding Marie's inbound flight!? (I have a screenshot of this) Even though I knew this was absurd I did as told and wasted my time calling them only to be told, as expected that as the booking was made with Swiss they are the ones that have to sort it out.We were told to by a member of the team to escalate our problem with the email address they gave us which we did. Mr Adi Gadekitoga responded saying his department couldn't help (we had been given the wrong email address) but he had forwarded on our complaint to the relevant department but after a month we still had not heard anything. I have attached a screenshot of his email. I then contacted Swiss again about it and received an email from a Mr Cedrick Mazama apologising for our treatment asking us to call listing 2 separate phone numbers. Finally, we thought we were being listened to at last. We tried the first number but it was disconnected and the second number just kept ringing despite multiple attempts over several days. We tried replying to his email but it was sent from a generic Swiss email address and were told we should start our complaint again by the person that replied. When we called Swiss customer service they had no idea about our complaint and so we were back to square one.We rebooked our flights again. However, last month I logged into the Swiss website only to find our Singapore-Cebu legs are now missing. I did not receive an email or call telling me our flights were cancelled. When I contacted the Swiss web chat I was told Singapore Airlines cancelled them before the chat was abruptly ended (screenshot included).Our SIN-CEB leg as previously mentioned was moved so it now includes a layover. However we were then removed from that and out onto an earlier one but alas "the ticketing team didn't confirm" but when we were asked to be moved back to the previous flight they said it was now full. (Although there are available seats on their partner airlines website).At this point it is 4 weeks until our flight and we see no point in contacting the same number or web chat as we are being messed around and repeatedly being given the wrong information. This has been extremely stressful for us. PLEASE can someone more senior grip the problem and help us.I want to reiterate that our flights that we are being removed from are still there. They have not been cancelled or altered, it is just that we are no longer on them with the only explanation being "the ticketing team didn't confirm in time". I repeat this has happened about 15 times now. It is not normal but no one will help.

Date of experience: Dec 18, 2025