Dear swiss air. *We were very dissapointed with our trip to indonesia on the **th of ju...

GetHuman-veerlex's customer service issue with Swiss Airlines from August 2019

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Dear swiss air. *We were very dissapointed with our trip to indonesia on the **th of july. *We fly * - * times a year, this was by far the worst experience we’ve ever had.*Upon arrival we checked in and we were told that we had to collect our bags in singapore. Which already seemed strange to us considering that we had less than * hour to get onto the other flight. We asked * other swiss air employees and they all told us that it was possible. We asked another swiss air employee before boarding and she also ensured us that it’s not a mistake because we wouldn’t have been able to book the flights otherwhise. *After taking off we were still very unsure. We spoke to two girls who were behind us at checking in and were now sitting in front of us. And they told us they had the exact same trip (same airlines same flights) to Denpasar and that there suitcases were directly being send to Denpasar. We then asked one of the pursers and he looked very shocked and told us that it’s impossible to get off of the plane, collect your bags, check in and board in less than * hour. *He spoke to his colleagues and they were al ensuring us that a mistake must have been made and that we had to quickly get our suitcases relocated upon landing. *We ran to the desk where they ensured us that the luggage will be relocated and will be there when we arrive in Denpasar. *When we arrived we waited for *,* and none of our suitcases arrived. We spend more than * hours getting all the paperwork done.*The next evening we were flying to Sydney Australia, * of our * suitcases luckily arrived in Denpasar the next day. * didn’t. We were told they would arrive at the same time ( with a thai air flight departing from Bangkok ) as we did. So we waited * hours but nothing arrived. In Sydney we were sent to basically every desk saying they weren’t responsible (including Thair Air, Swiss air and Singapore airlines). Virgin Air helped us and told us that the luggage was coming the next day. We drove to Sydney Airport (more than * hours to get there and back) to collect our suitcases which once again didn’t arrive. *After * days we finally got our suitcases back. One of the suitcases was broken and a bottle of liquor (carefully wrapped) had broken. All of my clothing, shoes and presents had been ruined. We spoke to employees at both Sydney and Bali airport to see if they could give us more information about a compensation for the lost and broken luggage.*But they all told us they weren’t responsible.*We understand that * different airlines (Swiss air, Singapore Airlines, Virgin Air and Thai Air) have been part of this story. *But we do hold Swiss air responsible for not only losing and breaking our luggage, but also ruining a big part of our holiday and giving us a very bad experience. *We hope that our return flight will run smoothly and that we will at least get some information on where to collect some kind of compensation.

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Swiss Airlines

Customer service issue
Reported by GetHuman-veerlex
Aug 4th, 2019 - 3 years ago
Not resolved
Seen by 9 customers so far
Similar issue to 196 others
0 customers following this

Timeline

GetHuman-veerlex started working on this issue
Aug 4th, 2019 8:00am
GetHuman-veerlex indicated the issue is not fixed yet.
Aug 5th, 2019 8:46am