It started February 2023 when power to the Lufthansa systems in Frankfurt was accidentally cut.We fly frequently to Geneva from London Heathrow. After that incident SWISS lost an entire flight booking; they refused to recognize the email / SMS confirmations received. It took months of telephone calls and emails, involving not just us but our travel agent, to eventually get them to agree a refund. But they still didn’t accept it was their mistake. Not customer service.Since then, on every flight we have taken and are taking they change the booked and paid for seats at least three or four times; without notice. When I complain they tell me it’s because of a “plane change”. Yet the type of plane / seat plan doesn’t change. When I point this out they refer me to their seat policy which basically says ‘you can pay for your seat, but we decide where you will sit’. This is not customer service. After twelve months SWISS call centre staff are ready to admit they have no clue why it’s happening and they have no control over the system.Worse still, rather than referring this issue to senior management, they tell me to “fill in a form on the website”. I have submitted at least four of these forms and received replies to two. The official explanation continues to be “due to plane changes”, without any apology or redress.If SWISS isn’t in control of its own computer systems, it doesn’t matter how good the onboard service may be, we have decided to use a different airline in future.
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