Dear Madam*Sir,*****As advised by your customer service representative, I’m filing a co...

GetHuman1967195's customer service issue with Swiss Airlines from January 2019

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The issue in GetHuman1967195's own words
Dear Madam*Sir,*****As advised by your customer service representative, I’m filing a complaint regarding phone booking NTXL*U made on Thursday, January ** ****.**Phone booking was necessary in our case because I’m departing Calgary, going to Belgrade, with my two children and arriving back alone, while my husband is leaving Calgary alone two weeks after us and returning with kids. Since children are * and ** years old I was unable to make an online booking for them. Therefore, advised by Swissair representative which I contacted by phone from your website, I’ve made online reservations for me and my husband (booking confirmations NRUO** and NS*YU*), and contacted customer service again to make a booking for children.**Before finalizing the booking for them operator told me that price would be ****.** CAD per child, which took me by surprise since our tickets were much cheaper (****.** for me and ****.** for my husband). When I asked where the price difference came from, she answered that it was because the reservation was made by phone and prices are changing all the time. Since I had no other options (money for the first two tickets was already reserved on my credit card and I had no reason not to believe the information I was provided with) I’ve agreed to this price. However, after finishing the conversation, I’ve checked online prices again and realized that there had been absolutely no change!! It was **** CAD (*******) round trip ticket for adult or *** CAD for a child, resulting in overpricing me for *** CAD which is unacceptable!!! I’ve called customer service again with a question what is the price difference between online and phone booking and was told that it is ** USD (cca ** CAD). What did she charge me for??? I’ve strictly asked for identical terms as were for mine and my husband’s bookings and was also confirmed that it is a round trip reservation.**I haven’t received any confirmation for their booking yet. I was advised that it should be sent back to me by email within ** to ** hours (quote).**I must say that I was very unpleasantly surprised by this situation since I’ve always considered Swissair as company with excellent reputation and service. I’ve booked a roundtrip ticket for my mother last summer from Belgrade to Calgary and she was overwhelmed with the overall service. Therefore, I was very excited when I realized that, of all providers, travel dates provided by Swissair for our visit to Europe this summer perfectly fits our schedule.**Hence, I’m sure that you can understand my frustration after I’ve realized what a huge mistake was made by your operator.**I expect this issue to be resolved in fair and timely manner and that confirmation that is to be received would be priced as it was supposed to be.**My call was made on January ** at **.**, Calgary time, and was recorded since I’ve approved that option.*****Thank you for your time and looking forward to hear back from you.*****Sincerely,**Marijana Terzic
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Swiss Airlines

Customer service issue
Reported by GetHuman1967195
Jan 15th, 2019 - 9 mons ago
I have an issue with Swiss Airlines too
Not resolved
Seen by 2 customers so far
Similar issue to 99 others
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Timeline
GetHuman1967195 started working on this issue
Jan 15th 4:27am
GetHuman1967195 shared this issue with others over email
Jan 15th 4:28am