Swiss Airlines Customer Service Issues

LX65 (MIA-ZRH) 12 July [redacted] Booking reference: W8D3KP J. G. DeLaney and L. DeLaney and family, We are looking to confirm the requirements for traveling to Prague from Miami with two adults (US citizens), and three children - a 6-year-old and twin 3-year-olds. While my wife and children hold Czech citizenship, all our official documents are for our American citizenship. We have noticed recent changes in the regulations. Both adults have been vaccinated, but they possess paper certificates from the USA, with the second dose administered on April 26th, [redacted]. It appears that under the new regulations, our vaccinations might not be recognized, necessitating tests for the adults and the 6-year-old. In addition, we are inquiring about the availability of testing at Miami Airport, particularly if we can receive immediate results and the associated costs.

Hello! I am a Pakistani Citizen studying in China. I plan to travel to Santiago, Chile on August 3rd via Swiss Airlines with a Chilean Student Visa. My flight route includes stops in Zurich and New York. I am unsure if I require a Transit Visa for Switzerland since my flight will touch down in Zurich and New York. Flight Route: PVG Shanghai Pudong International Airport T2 -> ZRH Zurich Zürich Airport -> JFK New York John F. Kennedy International Airport T4 -> SCL Santiago Arturo Merino Benitez Airport.

I have two questions: 1. In August, I'm flying from Germany to the USA. Even though I'm vaccinated, I understand that I need a negative test. Can I use the free "schnell test" available in Berlin, or do I need a different test for traveling to the USA? 2. My confirmation number is 3TKVX3. I think I paid for a checked bag, but I don't see any confirmation of it. How can I verify if I paid for a checked bag? If not, what should I do to add it to my booking? Thank you, JS

I have been trying to reach Swiss Air customer service for over an hour today without success. Despite several attempts, no one has answered any of the customer service numbers. I made a Business Class booking to Zurich for my wife and myself in September [redacted] with a total payment of $4,[redacted].72. The booking code was QNZ3TF. Due to the pandemic and travel restrictions, our trip has been postponed multiple times. When I last spoke with customer service on June 2, [redacted], I was informed that although the flight segments would be cancelled, the booking would remain valid until July [redacted]. Today, I attempted to rebook the trip for June 20 outbound (LX15) and June 28 return to JFK (LX14). However, I encountered difficulty as the old customer service number had changed, and the new one provided did not yield any assistance. Despite online efforts to utilize any credit from the previous booking, I found none available when reaching the payment page. My aim is to rebook the trip and utilize the credit from the previous booking.

I would like to share my recent experience with Swiss Air. Last week, upon logging into my Swiss Air account, I was surprised to find my upcoming flights missing. After contacting customer service, I was informed that my flights had been canceled. This news came as a shock because I had received no prior notification. The agent arranged alternative flights for my family a day earlier so we could still make it to the wedding we were traveling for. I raised my concerns about the lack of notification and was told there was no record of it. This situation has caused inconvenience and unexpected expenses. I had to make changes to our hotel reservations, resulting in approximately [redacted] Swiss Franks in additional costs due to the extra night and booking modifications. This unforeseen circumstance also led to extra time off work and further financial implications. I am seeking compensation for the extra hotel expenses and hoping for some form of goodwill gesture, such as upgrades or refunds. The flight record in question is RI349M, and the travelers affected are S. Griffin, C. Griffin, and B. Manley.

Subject: Booking Number FL-[redacted]5 Ticket Number [redacted][redacted] Hello, I tried to check in with Swiss Air yesterday for my flights today. Unfortunately, Swiss Air informed me that I am not listed because the third-party provider Cheap Tickets did not correctly link the bookings with the tickets. As a result, all flights on July 11th have been deleted from the system. I've attempted to contact Flugladen.de and Cheaptickets.de (located on Friedrichstr. [redacted], Berlin), as well as Flugladen.de in the Netherlands, but no one is available. Since I cannot reach anyone, I am requesting a full refund. Please contact me at your earliest convenience at +49 [redacted] 61 60 [redacted]. Best regards, J. Winkler

Dear Customer Service, I hope you are well. I would like to bring to your attention several issues I encountered regarding my recent booking with Swiss. Firstly, I received a baggage receipt via email on 02.08.21 for GBP110.00, which I did not use. Despite my attempts to request a refund for this, I faced difficulties over the phone and was met with unhelpful customer service. Secondly, my flight booking reference is W8989B, and the flight time was changed from 19:08 to 08:45, resulting in significant costs for changing my plans. I believe these costs should be refunded. Additionally, I encountered challenges when trying to reach your support line and eventually spoke to a rude customer service representative. This experience caused me undue stress and I am requesting a refund of GBP110.00 for my time and call costs. Furthermore, I have not received any communication regarding my booking being deleted, and I expect a refund will be issued. I have incurred additional costs for PCR tests, and I am seeking a refund of GBP75.00 for these expenses. I can be contacted at [redacted] or UK 0 [redacted] [redacted] [redacted]. I look forward to a prompt and fair resolution to these matters. Warm regards, M.

I had difficulty purchasing tickets directly from Swiss Air without a credit card, so I turned to Opodo where I managed to buy 2 airfares. However, during the booking process, I only had the option to add one checked bag per passenger and later discovered it was for a lite fare. I need to ideally add 2 more bags, but even one extra would suffice. When I tried to add the extra bag on the website, it quoted me £[redacted] per bag, which seems exorbitant. Despite multiple attempts, the price remains at £[redacted] for two bags. I believe this might be an error, and I am hoping to add the extra luggage at a reasonable cost. Thank you.

Dear Sir/Madam, I am reaching out to address an issue I encountered with a travel booking made through E-Dreams for a Swiss Air ticket from Zurich to Kiev. I initially booked the ticket on June 30, [redacted], at 3 pm and had to cancel due to unforeseen circumstances just two hours later. Prior to cancelling, I confirmed with both Swiss Air and E-Dreams agents that my ticket was fully refundable within 24 hours and was assured of a refund of $[redacted] euro to my Master Card ending in [redacted] shortly after cancellation. However, it has been three months since the cancellation, and despite multiple attempts to resolve the issue with E-Dreams, I have yet to receive the promised refund. Recently, on September 23, [redacted], I received an email from E-Dreams stating that my ticket is non-refundable, contrary to the prior confirmation received from both agents. I am disheartened by this situation and kindly request the prompt refund of $[redacted] euro to my Master Card. I seek your urgent attention to this matter and would appreciate a timely resolution. I have outlined the details for your review and hope to receive a response at your earliest convenience. Sincerely, Karina A. Booking Reference: [redacted]

Our trip to Dublin, Ireland turned into a nightmare due to flight cancellations and lost luggage. After a delay on United Airlines flight UA4514 from Pittsburgh to Chicago, our connecting flight UA980 was canceled. We were rerouted to Zurnick, Switzerland on ZRH LX0009 and then to Dublin on ZRH0406. Unfortunately, upon arrival, my luggage was missing. Despite filing a report with Swiss Airlines, I only received it on the 6th day of the tour. I was advised to keep receipts for necessary items, but now I'm unsure what to do with them as I haven't received guidance. Despite attempts to reach out, I still need clarity on how to proceed. Any help would be appreciated.

Dear Concerned Party, I flew with your airline on October 10, [redacted], from Belgrade, Serbia, via Zurich, Switzerland, to Montreal, Canada. Unfortunately, upon my arrival at Montreal airport, only one of my booked bags made it. When I visited the Swiss Airline information center, they informed me that my other bag was never sent from Zurich. They advised me to wait for contact and assured me that the bag would reach me within two days. However, it has been over two days now, and I have not received any updates regarding my bag's whereabouts. Could you please provide me with information on the status of my bag? My file reference is YULLX10672, my name is M. Dimitrijevic, and my bag/tag number is LX839785. Thank you in advance!

I need to reschedule the return flight for two passengers from November 6th to November 7th. I accidentally booked Economy Light instead of Economy Basic, and I am happy to pay the difference to upgrade. There are available seats in Economy Basic for the same Swiss Air flight, but I am struggling to reach the correct customer service representative for assistance.

Dear Sir/Madam, I made a flight booking on 17th May [redacted] with Opodo (I intended to book through your company) for a trip from London Heathrow to Zurich departing on 8th June LX333 and returning on 1st July with flight LX326 to visit family. The total price was £[redacted].22. However, a day later, the Swiss Government imposed a ban on foreign nationals, requiring self-isolation for two weeks upon arrival in Zurich. This made it impossible for me to travel. I promptly cancelled the flight with Opodo. Opodo assured me that I would receive a refund once the airline processed it. After five months, I received a partial refund of £64.37, with an email stating the case is ongoing. I am unsure if Swissair refunded the full amount to Opodo or just a portion. Your insight would be valuable as I have found Swissair to be customer-friendly. Thank you, Mrs E Castle

I wish to lodge a complaint about the service provided by your team handling the issue of damaged suitcases. I have been overseeing this matter for several months (Case no. [redacted]-LX-[redacted]) and find the resolution process to be excessively slow. Even after reaching the point where compensation was due, I have not received the funds. Although I was informed that the payment was made, it never reflected in my account. Upon raising this concern, I was merely informed that the money was transferred as per my bank details. Despite my request for a copy of the transaction slip from the Bank of Norway, no response was provided. This situation raises suspicions about the payment status. I urge for a more professional approach in addressing and resolving this issue. I have emailed complaints weekly without receiving any response, which I find unacceptable. If this matter remains unresolved, I will be compelled to take legal action against SWISS AIR and seek legal counsel. Best regards, Milos S.

Subject: Compensation Request for Delayed/Cancelled Swiss Air Flight Customer Service Swiss International Air Lines Ltd. P.O. Box [redacted] CH-[redacted] Zurich Switzerland Dear Customer Services Team, I am contacting you regarding a delayed/cancelled Swiss Air flight and seeking compensation under EC Regulation [redacted]/[redacted]. The details of the flight are as follows: Booking Reference: SXLKJ8 Passport Number: [redacted]60 Flight Number: LX7093 Departure Airport: Guarulhos - Governador André Franco Montoro International Airport, GRU Scheduled Departure Time: November 11, [redacted], 7:20 PM Arrival Airport: Zürich Airport, ZRH Number of Passengers: 2 Other Passenger Names: - Thais Colling Wenzel Cause of Delay/Cancellation: Aircraft Technical Fault - Door Switch I anticipate a response to this letter within 14 days. If a satisfactory resolution is not provided, I am prepared to escalate this matter further. Thank you for your attention to this issue. Sincerely, Mr. Andrew Pell Phone: [redacted] (0) 7[redacted]93 Email: [redacted]

Hello, I have upcoming travel plans from London to Chiang Mai, Thailand on December 18th with transit stops in Zurich and Bangkok. Due to the new requirement by the Thai authorities for Test and Go procedures, I need to adjust my journey to end in Bangkok instead of Chiang Mai. I understand I won't receive a refund and just need the flight tickets to reflect ending in Bangkok for the Thai Pass. Could you please reissue my tickets by removing the last leg from Bangkok to Chiang Mai? My booking is with Opodo, Reference: [redacted]. The flight details are LX [redacted] from LHR to Zurich and LZ180 to Bangkok. My name is Mary K. and my companion is Rhian M. I will arrange an internal flight to Chiang Mai at my expense after completing the PCR Test. Thank you.

I flew from Cleveland to Zurich on December 10th and didn't need to show proof of negative Covid-19 tests or vaccination. At Zurich airport, I presented my vaccination certificate before flying to Athens. Even though my vaccination status is marked as “complete,” I keep receiving a warning to "check the requirements for your other airline." Do I still need to provide a negative Covid-19 test, or is my vaccination certificate enough for the trip from Zurich to Athens? I have also filled out my plf form for entering Greece. Thank you.

Hello, I am writing to inform you that on Monday, December 6, I took flight LH7968 from Newark to Barcelona and arrived on Tuesday, December 7. Shortly after, I started experiencing symptoms that could be related to COVID. After testing positive, the health authorities have been notified. I wanted to share this information with you so that you can take any necessary precautions. Thank you for your attention. Regards, Ricard F.

I made a booking with Travel Up for a Swiss airline flight on December 14, [redacted]. At the airport, the Swiss airline agent mentioned issues with transit in Zurich for Jamaican citizens. I was denied boarding due to this immigration issue, and the reason was marked as "immigration issue" on my flight details. Travel Up claimed I was a "NO SHOW," which is incorrect. I am seeking assistance on how to rebook my trip or obtain a refund or credit voucher.

Hello, I recently made a booking for two tickets from Copenhagen to Bordeaux with a layover in Zürich on Jan 27, [redacted]. The flights are LX1267 departing Copenhagen at 11:30 and LX556 departing Zürich at 14:00. My booking was made through FlySmarter, with order number [redacted] and reservation number 0SZ2GY. FlySmarter has informed me of a schedule change and proposed an alternative flight on Jan 28 via Frankfurt, which does not meet my travel requirements. I have requested a solution that allows us to arrive in Bordeaux on Jan 27. FlySmarter's proposed overnight stay in Frankfurt does not work for us. They mentioned contacting the airline directly. Can you assist in finding an alternative that aligns with our travel plans to depart from Copenhagen on Jan 27 and reach Bordeaux the same day? Best regards, K.P.