Go Back   English Forum Switzerland > Living in Switzerland > Complaints corner
Reply
 
Thread Tools Display Modes
  #1  
Old 05.08.2013, 13:15
Deep Purple's Avatar
Forum Legend
 
Join Date: Dec 2007
Location: England
Posts: 4,783
Groaned at 12 Times in 11 Posts
Thanked 4,165 Times in 2,060 Posts
Deep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond repute
Very poor customer service from Swiss (Airline)

I recently booked a return flight from London to Zurich online. When the system was processing the payment, it crashed and I received a message along the lines of 'We are unable to process your booking due to a technical error. Please try again later.'

When I rebooked, the price had gone up by about 16.00 That was frustrating, but not the main issue. I guessed that the system crash was due to me trying to book at the time they were amending the prices.

On my return I found that I had been charged for both bookings. I phoned Swiss and they confirmed that both bookings had been made. They initially placed the blame on me for not advising them when I rebooked that I had a problem previously. They also said that I had left it too long to claim a refund (2 weeks after my return to the UK). Eventually, they have agreed to refund me, less 20.00 credit card fee.

To make matters worse, they told me that it could take up to six weeks to process the refund and if I wanted to take the matter further I would have to phone their Zurich office.

Has anyone else had similar problems with Swiss and have you managed a better response? Any useful suggestions welcomed.
__________________
"I'll say I can't tell you when, But if my spirit is strong, I know it can't be long, No questions I'm not alone, Somehow I'll find my way home" Rod
Reply With Quote
  #2  
Old 05.08.2013, 13:23
TidakApa's Avatar
Forum Legend
 
Join Date: Jun 2009
Location: Zurich
Posts: 3,205
Groaned at 43 Times in 34 Posts
Thanked 5,241 Times in 1,901 Posts
TidakApa has a reputation beyond reputeTidakApa has a reputation beyond reputeTidakApa has a reputation beyond reputeTidakApa has a reputation beyond reputeTidakApa has a reputation beyond reputeTidakApa has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Insist that you wish to sit beside yourself on the same flight.

.... that way they will know just how upset you are about this
Reply With Quote
The following 5 users would like to thank TidakApa for this useful post:
  #3  
Old 05.08.2013, 13:26
ecb's Avatar
ecb ecb is offline
Forum Veteran
 
Join Date: Jun 2010
Location: Jura - it's not so far
Posts: 2,125
Groaned at 6 Times in 6 Posts
Thanked 2,666 Times in 1,036 Posts
ecb has a reputation beyond reputeecb has a reputation beyond reputeecb has a reputation beyond reputeecb has a reputation beyond reputeecb has a reputation beyond reputeecb has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Send an email to the CEO.

I did this when after a,couple of months of asking, they were refusing to pay out compensation for a cancelled flight as per the European Union rules. Strangely within 48 hours of me sending the CEO an email, the money was in my account.

Maybe the CEO saw the email, probably he didn't, but in any event it galvanised someone enough to stop messing around.
Reply With Quote
The following 10 users would like to thank ecb for this useful post:
  #4  
Old 05.08.2013, 13:36
NotAllThere's Avatar
Forum Legend
 
Join Date: Oct 2008
Location: Baselland
Posts: 6,986
Groaned at 103 Times in 86 Posts
Thanked 8,407 Times in 3,515 Posts
NotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond reputeNotAllThere has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Don't forget to log your dispute with your credit card issuer. Get the 20 back.

One company I worked for a few years ago had an IT system called "Chairman's letters", designed for handling complaints sent to the chairman.
Reply With Quote
This user would like to thank NotAllThere for this useful post:
  #5  
Old 05.08.2013, 13:47
Member
 
Join Date: Mar 2012
Location: Wadenswil
Posts: 186
Groaned at 8 Times in 5 Posts
Thanked 141 Times in 72 Posts
stef3232 is considered knowledgeablestef3232 is considered knowledgeablestef3232 is considered knowledgeable
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
Don't forget to log your dispute with your credit card issuer. Get the 20 back.

One company I worked for a few years ago had an IT system called "Chairman's letters", designed for handling complaints sent to the chairman.

Ditto. Letters to higher management can work well.

But start with the normal stream while indicating that if you dont see a reply or results you will escalate to Mr/Ms. CEO at email@email.com etc..

Results come quick.

But I only do that when I am pushed to an extreme point, I worked in retail in my younger life and I do feel sorry for folks who deal with the public.
Reply With Quote
  #6  
Old 05.08.2013, 13:48
Deep Purple's Avatar
Forum Legend
 
Join Date: Dec 2007
Location: England
Posts: 4,783
Groaned at 12 Times in 11 Posts
Thanked 4,165 Times in 2,060 Posts
Deep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
Don't forget to log your dispute with your credit card issuer. Get the 20 back.
I have spoken to my credit card company. They have disputed the total amount and say that I do not need to pay anything while it is in dispute

They also said that they would expect refunds to be processed inside a week
Reply With Quote
  #7  
Old 05.08.2013, 13:57
taskalem's Avatar
Senior Member
 
Join Date: Apr 2010
Location: Lausanne
Posts: 374
Groaned at 1 Time in 1 Post
Thanked 154 Times in 93 Posts
taskalem is considered knowledgeabletaskalem is considered knowledgeabletaskalem is considered knowledgeable
Re: Very poor customer service from Swiss (Airline)

I would also suggest using lawyers. I have this "Protection Juridique" which I pay 350 CHF per year and they cover you against lawsuits or when you want to sue someone.
Last year I wanted to buy a macbook retina from Conrad where the stock was available on the web. After placing the order (although they say they ship in 2 days) I received nothing in a week. Called them back and asked the status of the order and learned that they don't have stock and they do not know when they would have!!! Going pretty crazy, I told them to cancel my order and refund my money, where they claimed would take a couple of weeks.
So I forwarded the e-mails to Protecta (insurance company) and 2-3 days after that I had the money back in my account
Apparently they are afraid of lawyers in Switzerland
Reply With Quote
This user would like to thank taskalem for this useful post:
  #8  
Old 05.08.2013, 16:27
Senior Member
 
Join Date: Jul 2007
Location: Lausanne
Posts: 342
Groaned at 5 Times in 3 Posts
Thanked 107 Times in 64 Posts
naza has no particular reputation at present
Re: Very poor customer service from Swiss (Airline)

I traveled on Swiss twice for intercontinental flights and in both occasions the in flight entertainment was not working for the first hour of the flight (fortunately I had my ipad) but I complained once I landed (need to dig up my emails) and apparently this is a known issue when booting the IFE and the way power is transmitted to the back seats. both times I was seated in the last few rows. The front rows didn't experience this issue.

Anyway after my complaint they credited my account with miles - was not expecting this so was positively surprised. I am a Gold Star Alliance member - not sure if this had any impact.

so far my experience with Swiss has been very good.
Reply With Quote
  #9  
Old 05.08.2013, 16:32
Deep Purple's Avatar
Forum Legend
 
Join Date: Dec 2007
Location: England
Posts: 4,783
Groaned at 12 Times in 11 Posts
Thanked 4,165 Times in 2,060 Posts
Deep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post

so far my experience with Swiss has been very good.
Up to now, my experience with Swiss has been very good and I have no complaint about the actual flight.

They had wanted to put my hand luggage in the hold but agreed to let me take it on board as I had a fragile item in it.

On a previous occasion they arranged transport for me from london City to Heathrow when I inadvertently turned up at the wrong airport.
Reply With Quote
  #10  
Old 05.08.2013, 16:34
Wallabies's Avatar
Forum Legend
 
Join Date: Sep 2011
Location: Winterthur
Posts: 2,740
Groaned at 246 Times in 130 Posts
Thanked 2,687 Times in 1,283 Posts
Wallabies has a reputation beyond reputeWallabies has a reputation beyond reputeWallabies has a reputation beyond reputeWallabies has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Never had anything but good service from swiss unlike "American Airlines" who are known for poor customer service if any.
Reply With Quote
  #11  
Old 05.08.2013, 16:49
moggy's Avatar
Forum Veteran
 
Join Date: Sep 2010
Location: Thurgau (& London, UK)
Posts: 920
Groaned at 7 Times in 6 Posts
Thanked 366 Times in 261 Posts
moggy is considered knowledgeablemoggy is considered knowledgeablemoggy is considered knowledgeable
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post

When I rebooked, the price had gone up by about 16.00 That was frustrating, but not the main issue. I guessed that the system crash was due to me trying to book at the time they were amending the prices.

On my return I found that I had been charged for both bookings. I phoned Swiss and they confirmed that both bookings had been made. They initially placed the blame on me for not advising them when I rebooked that I had a problem previously. They also said that I had left it too long to claim a refund (2 weeks after my return to the UK). Eventually, they have agreed to refund me, less 20.00 credit card fee.

To make matters worse, they told me that it could take up to six weeks to process the refund and if I wanted to take the matter further I would have to phone their Zurich office.

Has anyone else had similar problems with Swiss and have you managed a better response? Any useful suggestions welcomed.
A) it was not that they were amending their prices, simply the lower fare had been sold

b) I am a bit shocked you were charged twice. When I do a booking on line, I later check my email, did you get 2 emails showing these 2 separate charges?
Reply With Quote
  #12  
Old 05.08.2013, 16:51
Forum Veteran
 
Join Date: Jul 2012
Location: ...
Posts: 916
Groaned at 8 Times in 6 Posts
Thanked 974 Times in 394 Posts
SuisseRomand has a reputation beyond reputeSuisseRomand has a reputation beyond reputeSuisseRomand has a reputation beyond reputeSuisseRomand has a reputation beyond reputeSuisseRomand has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

just remember that "Swiss" is owned by the Germans now
Reply With Quote
  #13  
Old 05.08.2013, 17:07
Mrs. Doolittle's Avatar
Forum Legend
 
Join Date: May 2007
Location: Kt. AG
Posts: 5,346
Groaned at 117 Times in 82 Posts
Thanked 4,536 Times in 2,168 Posts
Mrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond reputeMrs. Doolittle has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Today it seems to me that if you Tweet, or post on Facebook, they pay attention to you.
Reply With Quote
This user would like to thank Mrs. Doolittle for this useful post:
  #14  
Old 05.08.2013, 17:26
Deep Purple's Avatar
Forum Legend
 
Join Date: Dec 2007
Location: England
Posts: 4,783
Groaned at 12 Times in 11 Posts
Thanked 4,165 Times in 2,060 Posts
Deep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
A) it was not that they were amending their prices, simply the lower fare had been sold

b) I am a bit shocked you were charged twice. When I do a booking on line, I later check my email, did you get 2 emails showing these 2 separate charges?
I did receive two emails but also had a message on the website saying that the first one had not been processed. The emails didn't mention the prices or I may have realised that they related to both bookings.
Reply With Quote
This user would like to thank Deep Purple for this useful post:
  #15  
Old 05.08.2013, 17:59
HIAO's Avatar
Senior Member
 
Join Date: Jun 2011
Location: Bellevue
Posts: 383
Groaned at 1 Time in 1 Post
Thanked 702 Times in 215 Posts
HIAO has a reputation beyond reputeHIAO has a reputation beyond reputeHIAO has a reputation beyond reputeHIAO has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
I worked in retail in my younger life and I do feel sorry for folks who deal with the public.
I worked in retail when I was younger.

If customers were clear about the problem and I could help, I did. If they were courteous, even better.

I never felt like I needed someone to feel sorry for me, even when some customers behaved like a jackass.
Reply With Quote
  #16  
Old 05.08.2013, 18:06
Forum Legend
 
Join Date: Sep 2010
Location: Neuchatel
Posts: 13,035
Groaned at 150 Times in 114 Posts
Thanked 13,967 Times in 6,219 Posts
Odile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond reputeOdile has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Fly with EasyJet ... never had a problem
Reply With Quote
  #17  
Old 05.08.2013, 18:28
Deep Purple's Avatar
Forum Legend
 
Join Date: Dec 2007
Location: England
Posts: 4,783
Groaned at 12 Times in 11 Posts
Thanked 4,165 Times in 2,060 Posts
Deep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond reputeDeep Purple has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
Fly with EasyJet ... never had a problem
I choose between EasyJet or Swiss depending on the best deals and available times that are convenient to me. The only problem I've had with them is delays later in the day
Reply With Quote
This user would like to thank Deep Purple for this useful post:
  #18  
Old 05.08.2013, 18:45
ximix's Avatar
Forum Veteran
 
Join Date: Aug 2010
Location: Zurich
Posts: 1,900
Groaned at 17 Times in 16 Posts
Thanked 1,847 Times in 961 Posts
ximix has a reputation beyond reputeximix has a reputation beyond reputeximix has a reputation beyond reputeximix has a reputation beyond reputeximix has a reputation beyond reputeximix has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

For this exact reason, one of my friends who flies to the UK regularly with easyJet never books the late flight from Zurich any more.

Shan't bore you, anyone else (or myself) with the story behind that!

Quote:
View Post
I choose between EasyJet or Swiss depending on the best deals and available times that are convenient to me. The only problem I've had with them is delays later in the day
Reply With Quote
This user would like to thank ximix for this useful post:
  #19  
Old 05.08.2013, 19:56
Belgianmum's Avatar
Forum Legend
 
Join Date: Jan 2010
Location: Was Belgium now Neuchatel
Posts: 3,308
Groaned at 9 Times in 9 Posts
Thanked 3,459 Times in 1,719 Posts
Belgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond reputeBelgianmum has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
I did receive two emails but also had a message on the website saying that the first one had not been processed. The emails didn't mention the prices or I may have realised that they related to both bookings.
I have to say that in your shoes if I had received two emails having had a problem with a booking I would have had a very good look at them both to make absolutely sure that there was no mistake.
The emails must have had two different booking reference numbers.
Reply With Quote
  #20  
Old 05.08.2013, 20:02
Wallabies's Avatar
Forum Legend
 
Join Date: Sep 2011
Location: Winterthur
Posts: 2,740
Groaned at 246 Times in 130 Posts
Thanked 2,687 Times in 1,283 Posts
Wallabies has a reputation beyond reputeWallabies has a reputation beyond reputeWallabies has a reputation beyond reputeWallabies has a reputation beyond repute
Re: Very poor customer service from Swiss (Airline)

Quote:
View Post
I have to say that in your shoes if I had received two emails having had a problem with a booking I would have had a very good look at them both to make absolutely sure that there was no mistake.
The emails must have had two different booking reference numbers.
If you received 2 emails and did nada about it then you only have yourself to blame not the company
Reply With Quote
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Miele fridge broken. Swiss customer service? Tom1234 Other/general 23 14.09.2012 10:16
Terrible Swiss Customer Service dodgyken Complaints corner 13 25.01.2012 19:49
Recruiting Swiss German & Swiss French customer service - Dublin Dina25 Jobs offered 0 17.10.2011 15:09
Swiss customer service #594:Orange - A Result. Leafy Daily life 5 03.10.2010 11:45
Adventures with household appliance: poor swiss quality or just very bad luck? Miss Kitty Daily life 54 09.05.2009 11:28


All times are GMT +1. The time now is 01:50.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0