Swiss Air (What it promises versus what you get) I wanted to visit a good friend in Thailand this February (2020). Getting there by air means a non-stop flight of around 12/13 hours from the UK, or, as often advertised, by one of the major Middle Eastern airlines, with an average 3 hour transit. Both have advantages and disadvantages...the non-stop carriers are far more expensive but somewhat less tiring, while the one-stoppers pattern is about 6 hours to first stop and the disembarkation, followed by the transit time, the re-boarding of aircraft number two and another 6 plus hours to Bangkok. In my mid eighties and disabled, doing either in an economy seat would not be possible, so my only alternative was to save-up my pennies, live more frugally for 9 months, search for an airline which could both lessen the overall flight times, with a minimal transit and offer a business class ticket at a competitive price. My searches and recommendations from travel agencies, was to consider Swiss Air, because it had flights from London to Zurich in 1hr 45 minutes, then less than 2 hour transit onto aircraft number two, then non-stop from Zurich to Bangkok. The price was competitive...not the cheapest...but just within my planned budget. So, booked the flights for all four legs in Business Class, selected aisle seats because of my walking problem, arranged for Special Assistance (wheelchair) throughout and paid in full. Fast forward now to departure day...11th February 2020. After a 3 hour car journey to Heathrow Terminal 2, check-in went smoothly. I asked if the flight was on time...the answer was “As far as we know.” On reflection, I did think that was rather an odd response. Anyway, wheelchair to the Lufthansa Lounge. Nice, spacious and relaxing with enough variety of food and drink to satisfy most appetites. Flight was due to take off at 13.45 hrs, so I had plenty of time to sit and read. Boarding was due to take place at 13.10hrs. When that time came – and went – I enquired at the desk. “Oh, the plane hasn't even landed yet, the information board will keep you updated.” It did...to a point! Many a disgruntled passenger was overheard as to what was going on. Eventually, boarding was announced at around 14.25hrs and the rush to the gate began (me being in a wheelchair). Boarding passes checked and passengers sent down the ramp to the aircraft's door. What then? OOPS!!! door barred because cleaning staff were still trying to make the plane ready for its new passengers. They failed. The plane's cleanliness was far from satisfactory. After boarding and door closed, the Captain made an announcement to the effect of 'we should not worry, because there was a 250kph tail wind, which would get us to Zurich in good time for our varying flight connections.' What a forecast that turned out to be. More about that soon. Surprise, surprise, there was NO Business Class cabin in this A320, only row upon row of triple economy seats without entertainment screens, virtually no seat adjustment...and...to make matters really bad for me...all aisle seats were taken, so I had to squeeze across to take a window seat. This so-called Business Class area was separated from the rear of the aircraft by a fabric curtain. Is this what I had paid for and been suckered into by false advertising as to the WONDERFULL Swiss Air Business Class offering? The cabin crew acted in what I would say 'in a robotic fashion'...certainly their body language demonstrated that fact. For us, it was a case of grin and bear it. On nearing Zurich it was certainly obvious to me (an ex Private Pilot), that our aircraft was merely circling in a holding pattern. So, folk, guess what? Round and round – and round – and round for over 30 minutes. A screen attached to the ceiling sprang into life warning passengers that the new estimated landing time would mean many connecting flights would be missed. THEY WERE. Of course by the very fact that I am writing this, proves that we did land. As to my onward flight to Bangkok...it was from another terminal. My wheelchair pusher was great (thank you man) and rushed me off the plane, along the corridors, onto the electric train and to the boarding gate. I was the LAST passenger to reach there and boarded only because that aircraft's departure time had been delayed by 10 minutes. Talk about stress! Had my luggage been off loaded and reloaded? Another worrying factor but one over which I had no control. To sum up Swiss Air's product from Heathrow to Zurich, was more like a script from a Fred Carno silent movie. Now to the flight from Zurich to Bangkok. The aircraft was a Boeing 777. It DID have a separate Business Class Cabin, with the accoutrements expected. A very good entertainment system, good quality and nicely served food and plenty of storage space around the seat. That itself, however, was a disappointment. Although a press button control system allow it to be positioned in many formats, the padding was well worn and uncomfortable to the point one's posterior was constantly aware of the metal structure beneath it. The overall cabin design, I would say was hard edged, boxy with lighting not conducive to total relaxation or attempted sleep. When compared to the likes of the product such airlines as Emirates, Etihad, Thai and Qatar offer, Swiss Air pales into insignificance. The cabin staff worked as efficiently as they could but were certainly hampered by the lack of numbers. An example of this was. that there was some 30 minutes wait between the serving of appetisers to the main course and a similar wait to the sipping of a coffee or a liqueur. The above is the account of my first two flights. True to say, I was relieved to reach my hotel in Bangkok. MY RETURN TURNED OUT TO BE VERY DIFFERENT STORY. * Four days later, after arriving at my friend's retreat, I, suddenly and in his presence, suffered a severe pain in my upper left chest. Unfortunately my location was over a 100 miles from the nearest Bangkok hospital. He, and other persons present, strongly advised me to cut my planned 21 day visit short and get my flight changed to the next day. It was a no brainer. My own common sense and logic shouted that such a decision was right. My friend immediately phoned Swiss Air in Bangkok, who confirmed my credentials and booking references, also stating that space was available for the two flights back to the UK the next day. However, they stated, even such a simple administration alteration would have to be made through the travel agent with whom I had made the booking. Such was agreed. My friend then contacted that agency, Business Class International and explained the emergency and requested the change of return date to the next day. That agency's response almost caused the owner of the retreat to throw-up in anger. It was...Yes we can do that but the client will have to pay us UP FRONT, the fee to do so. It will be... £1145.00. Yes folk, that was the figure demanded. There was NO words of sympathy, no understanding. It was a case of pay NOW or don't fly. Having no alternative, I paid. That means that Swiss Air have now charged me the full price EXTRA for a single leg when I had already paid for BOTH legs. Is this a perfect example of Corporate Greed at it's very worst? I won't say too much about the return flights, except that the final leg from Zurich to Heathrow saw me once again cramped into an economy seat when I had paid for Business Class. Finally, I want to say that this true account is meant to advise any UK passenger thinking of using Swiss Air to be very, very careful not to be misled by incorrect and glowing advertisements of its products. Postscript. Just maybe, when Swiss Air digests this and realises that I have paid the cost of SIX flights when only taken the booked FOUR, it will do the right and honourable thing and reimburse me for the EXTRA £1145.00 it has taken from me. That would go a long way to restoring reputation, would it not? A further postscript Received an email from Swiss Air headquarters telling me that I should have read the 'small print' at the time of booking, because that made it clear that if a date change was made (medical emergency or not) a fee would be charged. Wow! £1145.00 to alter the date on a piece of paper. Also told me that it was Company Policy NOT to refund such charges to a passenger, whatever the

I was so excited to be flying with Swiss Air. I mean what is there not to like about Switzerland! They do everything just right don't they? - watches, chocolate, beautiful mountains and clean air. I have stayed at Movenpick Hotels in Dubai and they were fabulous. On this trip we are flying from Los Angeles to London via Zurich on Swiss Air - how exciting! That was until I did the Advanced Seat Reservation for our Swiss Air flight. The web site led me to row 39. That row was the best and highlighted in 'green'. O.K it cost another $167 per seat, but this was a trip of a life time to Europe with my fiancé. No expense spared I locked in those two seats with the extra leg room. Then I checked Seat Guru and found out that row 39 was the worst row to sit in! The toilets and galley are in front of it, the seats are narrower due to the tray being in the seat arm rest, there is no where for under seat bags and there is no window. I quickly changed my seating and found better seats in row 23 at a fraction of the price - $44 each. I was hoping to get a refund on the difference and use it on our connecting flight from Zurich to London. But no way... after sending one email to make this small request I got a reply to say no I would have pay again for the connecting flight. They then blocked any further correspondence from me. I haven't even flown with Swiss Air yet and already I am not looking forward to the flight. At no point was it made clear that the seating reservation was non refundable until I encountered a problem. I feel that their web site is false advertising. I will be making another review after the flight. After reading previous reviews I am not looking forward to it.

Never thought I had to write a review like this about Swiss Airlines. They use to be top quality and now I'm experiencing one problem after the other, unfortunately. Booking a ticket on Swiss Airlines web site has been nothing but frustrating since they changed something in their system, so they say. It would not go through....I had to try and try over and over again, until finally days later, I tried again and the reservation went through. The customer service at Zuerich ariport showed a lot of compassion and they knew exactly what I was frustrated about, they looked at each other and said......that many people come and complain and that they know but can't do anything about it. That's swiss? really?? After my dad died, I had to change my ticket to fly to Switzerland some days earlier and Swiss assured me that they will refund the $300 Dollar changing fee to me, after bringing in the death Certificate of my dad. After confirming this on the phone, I took the trip to Swiss customer Service counter in Zuerich Flughaghafen....and to my frustration, they looked at all my papers and decided to have me email everything to Swiss.com. This is unbelievable, I just talked to them on the phone and they said, I should come by there....Oh, I am terribly disappointed with Swiss....have traveled other airlines, but wanted to support Swiss, but I just can't deal with them anymore. Too bad that the service has gone down like that and that customers have to go through so much trouble. I am sadly done with them.

I just flew back from India via Zurich to London, on Swiss, firstly, terrible space onboard in economy, staff not very helpful a smile would go a long way! Food was awful. Our flight Zurich - London was cancelled due to the fog, no fault of the airlines, but I could not believe how rude the staff were. We were travelling with a 6 year old, I was almost in tears when we managed to see someone after a 3 hour wait in the queue, the woman who served me could not care about anything. In fact when I complained I had swollen feet, she told me to sit down and then join the back of the queue and wait again. Her mannerism were awful. My 6 year old was tired and irritated. Anyhow with a lot of begging she finally put us on a flight the following day and standby on a later flight. Anyhow all flights were cancelled we were then back in a queue another 2 hour wait. Given accommodation and chf 20 pp for food, chf20 does not even buy 1 plate of food let alone anything else! My out of pocket expenses are higher than I spent on the tickets! The staff attitude is terrible, no compassion or care! Eventually we got on board a flight via Rome. 55 hours later we reached home. NEVER AGAIN

Very pleased! Didn’t have to pay for my one checked suitcase. Flew economy and it was a bit short on leg space, but that’s why they call it economy. I found the cabin crew very friendly and helpful, and I didn’t forget my manners of using Please and Thank You. They kept bringing food which tasted good for an airplane...drinks and alcohol beverages were unlimited. Flew from Chicago to Zurich and back again on the airbus, long flight and couldn’t sleep so I watched the movies they offered (now I don’t have to rent the DVD’s!) I would fly with them again in a heartbeat.

Just got back on Swiss flight LX052 from Zurich to Boston. The plane was an Airbus 330-300. The inflight service was impeccable. very friendly, decent food free drinks etc. However, the leg room in Economy is horrible unless you have a bulk head seat. I survived 11 hour flights from/to South America in Economy plus on US carriers easier than the 8 hours from Zurich on Swiss. I will use any carrier that offers economy plus from now on. Never again will I take Swiss for that reason only.

Booked flight with Swissair London to Geneva through Expedia. Told our ticlets did not include hold luggage. No notification of this charge on Expedia. Swissair website promotes its Free bag allowance policy! Only in very small print says certain tickets do not include bags. Cost of putting bags in hold 80Chf! Swissair staff completely unhelpful and rude. Quite.frankly tjey couldn't care less. Avoid. Swissair at all.costs!

I would like to express my profound disappointment for the way I was treated yesterday (29.12.2013) in the Zurich Airport. Ms. Mason in Miami desk, when I checked in for my flight gave me a boarding pass to fly from Zurich to Barcelona on flight LX 1954. After being in airports and planes for more than 30 hours (I flew to Miami from Tegucigalpa, Honduras passing through San Salvador) and waiting for 4 hours in Zurich to catch this flight, as I wanted to board, Ms. Sahler informed me that my flight reservation had been cancelled even though I had a boarding pass. She refused to check if there were empty seats in the plane even though I begged her to help me since I was terribly tired and did not wish to wait for 5 more hours for the next flight to Barcelona, I quote her word and wish I could have recorded her saying: "I couldn´t care less, there is nothing I can do". I begged her again despite her attitude to please help but she refused. When I demanded my rights as a passenger for compensation or help, she sent me to Transfer Desk B which was closed. She tore my boarding pass as if nothing had happened but I demand that she give it back as I knew it was evidence to file this complaint (find the copy attached). I had to ask in the airport information booth what to do. I believe her behavior was incompetent and rude. When I arrived in Transfer Desk A to file a complaint, the man who I spoke to exclaimed his surprise of her not letting me board the plane because he informed me the flight left with three empty seats and my bags were checked in that flight. I asked to speak to the supervisor to claim my rights as I read in the Passenger rights´ brochure that if you are denied boarding and have to wait 5 hours, you should be refunded ( see attachment with phrase highlighted ) which is exactly what I had to wait. This lady informed me that all she could do is give me 20 CHF which in the expensive prices of the Zurich airport you can barely buy water with that money and she gave me a 5CHF to phone my family which was barely a 3 minute conversation. I believe this compensation is no way fair for the way I was treated in the airport and being denied to fly home when I could instead of waiting deadly tired for the flight 5 hours later. Additionally, I asked to the man in counter desk A to please verify where my luggage was and he informed me that it would fly with me to Barcelona in the LX 1956 flight 5 hours later but on arrival in Barcelona, to my surprise, my luggage did not arrive, on top of everything I have explained above: mistreatment, incompetency, I was lied and cheated by your airline. I demand that you compensate me for being denied boarding and having to wait with the refund of my ticket as it was your mistake. I wish to be compensated for not sending my luggage when I was told that it would fly with me. A deeply unsatisfied customer,

I had never taken Swiss Air before but when I arrived at the desk in Zurich from another airline, the man behind the desk was extremely helpful and accommodating. When I arrived for my first flight to Chicago a few days later, I was automatically bumped up to Business Class. I had never taken Business Class before and this was the 3rd time that year where I was given the opportunity. Everything about Swiss Air is wonderful--the food, the attendants, the blankets and pillows...everything. I had an opportunity to take them this coming summer and I almost did except that I had an opportunity to go to Finland so I picked Finnair but, if I had a choice again, I would take it in a second!

Arrived just on time on gate D35 from LHR. I had 1 hour and 20 minutes to connect to LX146 to Delhi who was departing from gate E16. Got out of the plane first (I was on 1A) and shortly was on my way to Dock E via the Skymetro train. Arriving in Dock E was a little bit confusing as it’s on several levels but got through security easily and arrived to the gate with 10 minutes to spare. I didn’t get the chance to visit any lounge on that particular occasion. Soon, boarding was announced and priority boarding enforced. I was one of the first ones to be allowed through but had to wait for a few minutes arriving at the aircraft door as the Maitre de Cabine wasn’t around. I had managed to secure 4A at online check-in as I had heard a lot of good feedback and I have to say that I wasn’t disappointed. Quickly settling in the very comfortable seat, I was offered a choice of champagne, OJ and water. I took a glass of champagne and another of water. After a few minutes, I was presented with the Qwestion amenity kit. Green-brownish fabric with the usual suspects, however the addition of a Ricola bonbon was a nice local touch. Menus were then handed out as were a choice of newspapers and I was pleasantly surprised that they had a few Swiss French ones ! After take –off, another round of drinks was served with snacks. There was a choice of mustard crisps and cashew nuts, I opted for both and another glass of that delicious champagne. The Maitre de Cabine came round a few minutes later to introduce herself and switched straight to French when she saw the newspaper I was reading. She apologised in advance for her rusty French but it was really good. A bit later, cabin crew came round to ask for our starter choice. I opted for the Taste of Switzerland option, which was sturgeon and absolutely delicious. For main, I decided to stay within the Taste of Switzerland offer and pick the Beef Sauerbraten. A choice of Swiss cheeses and a wonderful walnut mousse completed that superb display of Swiss cuisine. To go with this, I went for the Swiss white and the Saint Emilion red for the cheese. Superb ! An espresso and a Baileys rounded up this wonderful meal. I was pretty full after that so put my seat in lounge mode and watched “Quartet” which was really good. I decided then to try the fully reclined mode and it was very comfy indeed but as it was a day flight, I didn’t want to sleep and adjust my body clock straight away. Mid-flight, we were presented with a Moevenpick Crème Brulee ice cream, which was again superb ! After watching Hyde Park on Hudson, I decided to go for a stretch and had a little chat with the Maitre de Cabine, which is always very interesting. Around 90 minutes before landing, another meal was served from a trolley with several choices including samosas, cold roastbeef, Nicoise salad and many other options. Another glass of the beautiful Swiss white to go with and it was almost time to get ready for landing. First Officer announced 20 minutes to landing and about 1 minute later corrected it to 10 minutes. I assumed we were given more direct approach which was good and we landed ontime. A very long taxi later, we were docked at Terminal 3. As I was on the first row of Business and a separate jetty was brought for First Class at door L1, I sneaked out from there once all First passengers had left. A VERY long walk back to Immigration but virtually no queue there and my luggage was already waiting for me on the carousel. All in all, my first long haul flight with Swiss will be one to remember and I thoroughly enjoyed every aspect of it. I’m flying back on Sunday, so I’m really looking forward to it and will review this flight in due time.

The flights in economy were on time, the 330 is better than the 340 in every respect. Food is average and no choice of main course on either leg. Baggage allowance is 23kgs, I was 25.8 kgs, and the cost £85 or $136 USD, thats £30 or $48 a kilo, no latitude just pay, even though I had no hand luggage and being a silver member of star alliance ( Thai )

I felt welcome, i felt friendly served and treated with the SWISS kindness that i expect. The SWISS staff always had an ear for everyone also for the passengers in business that think they are something better. Some passengers are never happy even if they travel in first with Britney Spears, they would find the altitude of the plain unacceptable. I had a great experience with SWISS and im sorry for al those passengers that are crying all the time about SWISS to them i say go fly cheap airlines and leave the seats on SWISS flights for the people that know that SWISS is not easyjet and not Lufthansa. I fly SWISS because i like to travel in the best first class that exists. Kind regards, Mr. Schwefel

We took a flight with this airline from Geneva to London return, the employees on the flight we rude and arrogant, I asked for an extra drink since I stated the quantity was too small and the comments made by the staff was very impolite, I would not even want to mention them on this website, but pretending that I could not understand the German language of the staff member on the plane, she had also mentioned something about foreigners coming to Switzerland in a subject line of insisting on services to be the same as where they come they come, well let me tell you something the Swiss would not be saying the same if it was a big fat American visiting Switzerland they would be a polite as apple pie!

Booked Manchester to Phuket with Swiss because we have children and I'm pregnant with only 1 stop in Zurich, after issueswith Swiss from Manchester they delayed our flight which meant they knew we were going to miss our connection in Zurich. On arriving in Zurich at 1pm they put us on standby for a flight to Bangkok then on to Phuket. We didn't get on it no room, so at midnight after being in the airport with kids they gave us a day room which was terrible, the next day at 2pm they flew us to bangkok then on to Phuket, on arriving in Phuket they lost our bags to which were still in Zurich. We paid extra to fly direct to Phuket, we lost 24 hours on holiday and had to but clothes and the kids stuff, the stress it caused completely ruined are holiday

We booked our flights with swissairlines. When they cancelled our flights, their rep told us to book into a hotel and they would reimburse us for costs. In total they cancelled 3 flights and we paid for the hotel and food expenses. On our return we sent them the receipts as they had suggested however they refused to honour their promise of reimbursement. Very simply DO NOT TRUST THIS AIRLINE.

We flew on the 22th from Rome to Amsterdam via Zurich scheduled at 10:00. We departed too late (11:00) from Rome and came 10 min to late on Zurich and missed our flight to Amsterdam ay 12:25. Then the horror begins. They transferred us to a flight at 17:30 leaving Zurich so we had to wait 5 hours!!! "We cannot help" "the Weather".. All the other flights of other companies departed in time! We did get a coupon of 20CHF and this was just enough for a simple salad with water. They reacted very arrogant, and did nothing for us!! And the end..our flight of 17:30 was also delayed and we left Zurich at 18:45!!! So we lost a whole day for simple flight of 2 hours.. NEVER fly with SWISS again!!!

was late 3.5 hours from Zurich to JFK, after 2 hours we found out that the our luggage did not arrived. It arrived 24 hours latter. They refuse to give me any compensation, just to my wife. In total I was 5.5 hours late ti the New your party.