Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled for business with Swissair flights LX19 and LX1710 from ****** to ****** via ****** on May 21st and 22nd.The first flight was delayed and my luggage got lost during the flight LX1710 from ****** to *******I filed the complaint in ****** and explained that I was traveling again on May 24th because I had a meeting in ***** and a tradeshow in ********* (PLMA).The trucker appointed for the delivery refused to deliver the baggage on May 23. Since I was on a business trip, without any clothes, and with other traveling plans, I was obliged to purchase something for my business meetings.I followed Swissair protocol and sent all the receipts to their **************** for a refund and I was astonished when I received their reply with a refund of 50% of the items purchased (i.e. I bought the essentials for four days: toiletries, underwear, shirts, belt for trousers.I rejected the offer and requested a full refund + ******* miles as compensation for the time wasted on June 1st (email attached).I never received a reply and I am now expecting a full refund of the expensed + ticket (i.e. I traveled business class and paid nearly $4,000

  Customer Answer

  Date: 07/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.

  I am extremely disappointed and disgusted by the behavior of this company. They have created a problem due to their inefficiencies and forced me to buy what I need due to the delay of the luggage (all documentation regarding my business trip and the purchase has been provided). But, above all, they have offered a partial refund and therefore refusing to comply with the Montreal Convention, since I was traveling from the ** to ***** via their hub in *******

  Sincerely,
  
  *****************

  
  

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9, at 12:30am I placed 4 tickets on hold on the website of Swiss Air. To do so, I paid $20/ticket in order to freeze the price for 48 hours, as my travel plans were not confirmed. For this $80 payment, I had to input my CC info. I immediately received an email confirming the price was guaranteed for 48 hours and if I didn't complete my booking before this time, the tickets would be cancelled. I went to sleep at 12:45am after reading this email. The next day, my travel plans changed and I decided to let the Swiss Air tickets expire. In fact, I purchased 4 new tickets with another carrier (for the same passengers but on slightly different dates).On Sunday May 12 I see that Swiss Air had charged the price of the 4 tickets AND the price of the price freeze ($20/ticket) to my credit card, both on the same day (May 9). I called Swiss Air to check if this was just a pending charge, and they said the tickets were confirmed!I was shocked! I told them repeatedly that I never confirmed the tickets and they should have been cancelled after the 48hr price hold ran out. Swiss Air advised me that the tickets were confirmed 3 hours after I paid for the price-freeze; so on May 9th at 3:39am.I did not confirm these tickets. I have reached out to Swiss Air via multiple platforms ********* website, filed complaints twice) and via phone (US service center, Swiss service center). They have refused to investigate where the "Complete booking" order came from. They say the tickets are non-refundable.This is fraud. Swiss Air sold me a price-freeze for $20/ticket and then confirmed the tickets 3 hours later without my consent. They refuse to provide any proof as to how the booking was completed or at who's direction.Please help me get through to them - it's either human error on their end (ticket center processed the tickets without seeing the price-freeze) or the price-freeze has a glitch. Either way, it was not my doing and they should be able to see this if they investigate.

• Initial Complaint

  Date:05/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary: Swiss cancelled half the tickets of our family trip then refused to refund the other half when we asked for a refund.Details: My girlfriend and I had a trip booked from ***** to *********** (******) on Dec 10. The sole purpose of the trip was to meet her brother and his fianc who live in ******, so I could meet them. Her brother and his fiance were also flying Swiss Air from ****** to ******. A month before the trip, the Israel-Gaza war broke out and they cancelled her brothers flight from ***********, thereby cancelling our trip. However because we were flying from *****, our ticket was not cancelled. I explained to customer service that the only reason for this trip was to meet my girlfriends brother and fiance in ***********, but now that Swiss Air had cancelled their flight that effectively cancelled our trip, and I asked for a refund on our tickets. I spoke to a couple different poeple, and one promised a full refund and said I would be receiving an email the next couple days. I didnt get an email and our flight date eventually passed. I think called customer service another 3-5 times and was told he everyone there was no record of a refund promised (so that agent just lied I guess) and because I had a non-refundable ticket there was nothing I could do. So I lost about $2300 on tickets where I DIDNT CANCEL THE ***** the airline cancelled the trip for half our family and didnt allow the other half to refund.Ive spend 5-10 hours trying to get this worked out, nobody there is willing to help. I tried a credit card dispute and they overturned it.Please help, $2300 is a lot to lose for a service not delivered. I would like a refund because I obviously dont want to fly with a company like that but Ill settle for credit.Im not trying to make up some fake reason for cancelling, they cancelled half the familys tickets and then refused to refund the other half.

  Customer Answer

  Date: 06/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  ******************
  

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21 2024, my flight from ****** to ****** was first delayed over three hours, and then when we thought we were going to begin boarding the plane once the gate was announced, the flight was then cancelled. My friends and I had to pay out of pocket for all of our food and expenses incurred. While in ****** the representative assisting us at the airport refused to give us our carry on luggage that we were forced to check in since there was no more cabin space on our first flight from *************** to ******. I had no clothes, undergarments, toothbrush, and I had to fly out the next morning with what I was wearing the day before. To be in this position was awful as I had to then get on an almost 12 hour journey home. I was promised by Swiss Airlines that I would receive compensation within 4-10 working days for everything that I spent while in ******. I was promised this on March 28 2024, and have still received nothing. To add further, Swiss Air could not put us on a direct flight from ****** to ******. Not to mention we could not even get a flight back to ******, we had to get on a flight headed towards *** which is about a 90 minute drive from ******. We were forced to fly to ******, to then fly to ***. This was already frustrating as it was. Upon arrival at ***, my luggage was lost. This was a carry on luggage that I was forced to check in on my first flight from *************** to ****** as there was no more cabin space. This would not have been the case had the Swiss Air rep in ****** gave me my luggage. The luggage was delivered the next day at 2:30 AM, yes 2:30 in the morning, and I had to obviously stay up till the gentleman arrived since I dont want to have my suitcase dumped in front of my doorstep for anyone to take. Swiss Air needs to do better, I have flown with them before and this is the first time I have ever had a real issue with them. This will probably the last time I ever fly with them. I want compensation for what I endured and spent.

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Swiss International Air Lines, Ltd. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/13 checked into my flight on Swiss air.afyer an hour they canceled due to strikes.i was in ******* flying back to **********.i had to pay ******us dollars for my hotel to stay .paid 80us dollars for our meals.swiss refuses to refund or anything because of their policy on strikes. I had to pay out of pocket costs I can't afford. I wasn't aware that strikes aren't covered.it isn't a good policy to cancel due to strikes and the ppl affected have to pay out of their own pocket,very inconvenient. I wasn't aware of this policy until I contacted *********** said sorry but not sorry.they refused to help me twice.i sent them the receipts as well to no avail

  Customer Answer

  Date: 04/14/2024

  At this time, I have been contacted directly by Swiss International Air Lines, Ltd. regarding complaint ID ********, however my complaint has NOT been resolved 

  They said they couldn't help me

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *********************

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/28/2024, I bought 3 round-trip tickets (1 adult and 2 kids) from *** to *** departing on March 14 with LX23 and returning on March 22 with LX22. I paid $2,993.40 for these non-refundable Eco Light tickets. Today (3/8/2024), the same tickets for 1 adult and 2 kids cost $1,626, which is $1,367.40 difference. I was being told by Swiss Airlines that they cant do anything about it given the price can fluctuate and its a non-refundable flight but this fluctuation is not couple of hundred dollars but more than $1k and almost 50% discounted to the original tickets.

  Customer Answer

  Date: 04/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled to fly via ****** to *******, ***** on Dec 3, 2023. The flight into ****** (flight LX39) was delayed by around 5 hours, causing me to miss my connecting flight to ******* (LX8220) that evening, so I had to spend the night in an airport hotel.Swiss Air instructed us to book our own hotel and promised that it would be reimbursed. They insisted that all we would need to do is submit a copy of the receipt for the hotel, as well as any other expenses (such as for food).I booked the hotel myself and flew the following day.I then submitted my receipts for the hotel and for the breakfast through the Swiss Air website.I received a confirmation that they had received my request and that they would be processing it. I have not received any information back from them since.I have emailed them twice more as well as called them, all of which led nowhere.When I filed the original request, I was assigned a reference number for that filing. It is:Reference ************* I am requesting reimbursement for the hotel ($149.24) and breakfast at the airport ($24.09), for a total of $173.33, as promised by the airline.

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected the option to upgrade all my flight legs. The total price was calculated and the website it not allowing me to process the upgrade. I spoke to web tech support and a sales agent, they keep giving me a much higher price than online. You have a web issue, you should honor the prices listed, it is still showing the lower price but is not allowing me to book for your airlines for business class. CODE : ******

  Customer Answer

  Date: 02/29/2024

  At this time, I have been contacted directly by Swiss International Air Lines, Ltd. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here] business support is not interested in resolving the issues.  Horrible support and service.  We had business class seats and were treated like garbage and they lost 3 of our luggage.  You messed up swiss airlines,  make it right!!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 13th 2023 myself and a colleague (****************) flew from ******, ** to ****** *********** with a layover in ******. Upon arrival to ****** on 12/14/23 ourselves along with several other customers noticed that our luggage had not arrived. We immediately went to the Swissport luggage tracing office in the airport and was told that the luggage never made it onto the flight from ****** to ******. We were told that our luggage would more than likely arrive in ****** that evening and subsequently would be sent to our hotel in ******** ****** later that evening. Our luggage did not arrive until the next afternoon (12/15) and we essentially lost a day of our trip due to this major inconvenience. We were late to various scheduled activities, we could not attend activities we planned for the first day of our trip, and we were basically held up because we did not have our luggage. We called the airline and were told that due to the inconvenience the airline could compensate us for our ski lift tickets, any toiletries we purchased, and any clothing we purchased due to this issue. We were told to email a specific email address after our trip to indicate what items we purchased and what we need reimbursement for. I sent a series of receipts right when I returned from the trip and was contacted on 1/3 by the airline with an offer to provide me with reimbursement. When I clicked the link to facilitate the reimbursement the link no longer worked. Im not sure why that would be, but flash forward to today I have reached out on multiple occasions and have sent a series of emails and calls that have been left unanswered or unresolved. I have had this issue escalated but no one has been in contact with me. If I do not receive further assistance regarding this issue I will be seeking further legal action.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 30th, 2023 I called Swiss Airlines to inquire about the price to switch from Economy Class to Business Class for my originally scheduled return flight to ******* on October 5th. I was informed that there were a few seats in Business Class that were separate from each other available on October 4th return flight to ******* for a price of around $500 per passenger. After confirming the price 3 times with ******* on the phone, I chose to return to ******* on October 4th and take the $500 per person price for Business Class even though my wife's and my seat would not be together. The representative said they had my credit card on file from a previous flight I took with Swiss and confirmed the card info with me. ******* said she would charge my card for around $1000, and would email me the itinerary. The itinerary was emailed with the correct flight info but no pricing. Last week, I received a call from my company saying that the company's account was charged over $10,000 for my upgrades! It appears that since the original ticketing was done through a ticketing agency my company used, Swiss Airlines went ahead and charged that account directly. The issue is that the amount charged should have only been the amount of just over $1000 that I was given on the phone, not the $10,000 that was charged. Secondly, my company should have never been charged since xI had confirmed my account information over the phone with the representative. I have called Swiss Airlines 3 times and they refer me to customer support. They tell me they will send to HR and call me but I do not receive a call back. I am being charged from my company for over $10,000 to reimburse them for the amount charged. I am seeking a refund for the $9000 overcharge, since i was only supposed to pay around $1000. I assume the calls are recorded and if the calls are reviewed you will clearly hear the price quoted was just over $1000. Your help is much appreciated.