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Old 05.08.2013, 14:15
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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.
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Old 05.08.2013, 14:23
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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
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Old 05.08.2013, 14:26
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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.
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Old 05.08.2013, 14:36
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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.
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Old 05.08.2013, 14:47
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Re: Very poor customer service from Swiss (Airline)

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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.
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Old 05.08.2013, 14:48
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Re: Very poor customer service from Swiss (Airline)

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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
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Old 05.08.2013, 14:57
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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
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Old 05.08.2013, 17:27
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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.
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Old 05.08.2013, 17:32
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Re: Very poor customer service from Swiss (Airline)

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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.
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Old 05.08.2013, 17:34
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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.
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Old 05.08.2013, 17:49
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Re: Very poor customer service from Swiss (Airline)

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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?
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Old 05.08.2013, 17:51
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Re: Very poor customer service from Swiss (Airline)

just remember that "Swiss" is owned by the Germans now
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Old 05.08.2013, 18:07
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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.
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Old 05.08.2013, 18:26
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Re: Very poor customer service from Swiss (Airline)

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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.
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Old 05.08.2013, 18:59
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Re: Very poor customer service from Swiss (Airline)

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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.
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Old 05.08.2013, 19:06
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Re: Very poor customer service from Swiss (Airline)

Fly with EasyJet ... never had a problem
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Old 05.08.2013, 19:28
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Re: Very poor customer service from Swiss (Airline)

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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
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Old 05.08.2013, 19:45
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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!

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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
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Old 05.08.2013, 20:56
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Re: Very poor customer service from Swiss (Airline)

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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.
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Old 05.08.2013, 21:02
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Re: Very poor customer service from Swiss (Airline)

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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
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