Lynnwood Child Care

Dear *** ***: On August **, *** wrote and settled your claim Please see below email:Dear *** ***: Thank you for your emails regarding your experience with SWISSWe sincerely regret that your journey was affected by the loss of your baggageWe thank you for your patience with our final determination.As you were on an international itinerary, our liability with respect to missing luggage is governed by a series of treaties and agreements commonly referred to as the Montreal ConventionThe Montreal Convention set forth the rights of passengers and the limits of an airlines liability in instances of luggage irregularities.Pursuant to the Montreal Convention, SWISS offers limited compensation to passengers when their luggage is missingThe compensation paid is based on receipts provided and, therefore reflects the value of the items, without exceeding the maximum compensation of *** (Special Drawing Rights) set forth by the ConventionConsequently, we are pleased to advise a check in the amount of USDwill be sent under separate cover to the above U.Smailing addressThis amount is based on the maximum compensation set forth by the Convention, converted into US dollars, and represents full and final settlement of your claimPlease allow business days for the check to be processed.We realize that this amount may not fully compensate for your lossMany major credit card companies include luggage and other travel insurance, if tickets are purchased with the credit cardIt is also possible that a household insurance policy may offer some coverage under these circumstances.Again, please accept our apologiesWe value your patronage and hope you will afford us the opportunity to regain your confidenceSincerely, *** Consultant Customer Feedback Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I do not accept this response because I was told by SWISS AIR ground staff in Luxembourg that I would be VERY KINDLY compensated for the inconvenience of flying hours in the wrong direction and then arriving hours after my intended time of arrivalAnd to now be told this is not the case - after the fact - is NOT ok If I had known that I would not be compensated properly, I would not have agreed to fly to Istanbul, (days before a bombing) and take a flight all the way to NY with minimal leg roomIt was not the experience I paid for when I choose Swiss Air. I would have asked to be put on the next Swiss Air flight that brought me via the expected route. I want this matter escalated. ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Swiss Airline’s (hereafter as “Swiss”) perfunctory response reflects its lack of responsibility/care for its customers, even business class customers, from its cheagents at airports (Dubai & Zurich) to the level of customer service managerFirst of all, the response contradicted with the factsWhen I departed for Dubai at JFK airport on Nov **, 2016, I confirmed with the Swiss customer service at its counter with seats 5A & 5B for Dubai to Zurich flightSecondly, Swiss alleged they’re empowered to do whatever they want, including the removal of seat assignments, by citing terms and conditions of the fine printWell, the tendency to do so by putting Airline’s interest over the passengers’, like the recent United Airline’s incident of forcibly dragging a paid passenger from his seat, did bear unforeseeable riskThirdly, Swiss responded that it realized that “…there is no guarantee of continued patronage…” from customers like meWhen I paid a couple thousand of dollars for the BUSINESS CLASS round trip from JFK to Dubai with stopover in Zurich and was deprived of the right of pre-assigned seats and was forced to seat separately with my spouse, definitely, there will be difficult for the “continued patronage”Consequently, based on Swiss’ assumption of “no continued patronage,” what is the point of offering me the so-called “compensation” in the form of vouchers?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com: Although the response made by the business in reference to complaint ID ***, was not ideal, I do find this resolution is satisfactory as Swiss is unwilling to compensate me any further for the distressPer their records, the matter has been resolved
Sincerely,
*** ***

Email sent to *** *** on September **, 2015Dear *** ***:We have received your complaint from the Revdex.com and welcome the opportunity to explain our stance. We are sorry to learn of your disappointmentwhile trying to change your travel plans.We note that your ticket as well as
that for *** *** were booked via our website. During the booking process, the purchaser is required to acknowledge and agree to theterms and conditions of the ticket being purchased. The fare conditions of your tickets stipulated that no changes were permittedIn an effort to provide the highestpossible standard for consistency and fairness to all passengers and ensure that all decisions affecting our customers remain objective, the terms and conditions of tickets are enforcedThere is always a certain risk involved when purchasing restrictive fare tickets, and to this effect, we offer a range of fares which allow more flexibilityIn review of your historical data the first agent you spoke with incorrectly advised you that you were able to make changes. However, we are happy to see that due to thisagent error our Service Center exceptionally offered to waive the ability to change your ticket and reissued your tickets accordingly. *** ***, we do, of course, appreciate your taking the time to let us know about this incident. Customer feedback, is by far the best means we have of evaluating ourservice to ensure our goals are being met. We realize, in light of the competitive nature of the airline industry, there is no guarantee of continued patronageTherefore, thefavorable opinion of our customers is fundamental to our success, and we are dedicated to offering a consistent customer oriented service that our travelers have come to expect from SWISS. Best Regards,Rosemary P***Customer Service Manager*** *** *** *** ***
*** *** ***
*** *** ** ***

Dear [redacted]: While we regret to learn of your disappointment, we are pleased you wrote to let us know of your dissatisfaction. Thank you for allowing us to clarify the EU regulations that pertain to the delay of your journey on SWISS flight LX38 on August *, 2017.According to Regulation EC  [redacted] of the European Parliament it states : Article 6Delay(1)When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure:  For two hours or more in the case of flights of 1500 kilometres or less; orFor three hours or more in the case of all intra-Community flights of more than 1500 kilometres and of all other flights between 1500 and 3500 kilometres; orFor four hours or more in the case of all flights not falling under (a) or (b), Passengers shall be offered by the operating carrier: The assistance specified in Article 9(1)(a) and 9(2) andWhen the reasonably expected time of departure is at least the day after the time of departure announced the assistance specified in Article 9(1)(b) and 9(1)(c);andWhen the delay is at least five hours, the assistance specified in Article 8(1)(a) 9(1) Where reference is made to this Article, passengers shall be offered free of charge:meals and refreshments in a reasonable relation to the waiting time;hotel accommodation in casestransport between the airport and place of accommodation (hotel or  other)9(2) In addition passengers shall be offered free of charge two telephone calls, telex, and fax messages, or e-mails. 8(1)(a) reimbursement within seven days, the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer           serving any purpose in relation to the passenger’s original travel plan together with, when relevant,          A return flight to the first point of departure, at the earliest opportunity. Therefore, we must again deny your request for EU compensation. [redacted], we realize, in light of the competitive nature of the airline industry, there is no guarantee of continued patronage. Therefore, the favorable opinion of our customers is fundamental to our success, and we are dedicated to offering a consistent customer oriented service that our travelers have come to expect from SWISS.Best Regards, Rosemary P[redacted]Customer Feedback Services Manager  [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
more than 21 days are passed and I want the compensation for the lost bag. I don't have any hope left know to wait more I want swiss to resolve it asap. Thank*
[redacted]
  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I am asking that my complaint be elevated to someone other than Rosemary who clearly does not understand the level of my dissatisfaction. The degree to which I was misinformed when in Luxembourg by the ground staff - the promises I was made for 'substantial compensation ... possibly the entire cost of the flight" - are in such stark contrast to the '$100 voucher' I was offered for an entirely unsatisfactory experience returning home. I was told that I would be compensated for my flight not for the meals I had to purchase or the other costs related to my unsatisfactory fight home. If I had been told that there would be no compensation I would have demanded that I be put on the next flight via Zurich - even if it meant delaying my return journey home one day. As it stood - my work day was ruined by the fact that I was exhausted. I do not accept Rosemary's flippant response to my very real complaint. I do not consider the matter closed and will ask Revdex.com now to step in and tell me how I can take matters further. It is not ok to be treated so badly by an airline. I spent over $1500 for this flight and I deserve to have the experience I paid for. Surely Swiss Air should provide at least that to its clients. What do I do next?  [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted]: Thank you for your additional correspondence.  We are sorry that our reply and compensation did not meet with your satisfaction. However, we have reviewed your claim to find no further information to change our original conclusion.  We feel this matter has been treated fairly and therefore, we must respectfully decline any compensation request at this time.  [redacted], while we would like to have an opportunity to be of service to you again in the future, we regret having to inform you that we consider the above matter closed.  We trust you will understand our position in this matter, and thank you for your patience and understanding.    Best Regards, Rosemary P[redacted]Customer Feedback Services Manager  Lufthansa Group Austrian, Lufthansa, SWISS [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I  am not satisfied with this response. If further compensation can not be provided I request that I be compensated  the value of the voucher in $300 (USD) via original method of payment.  Best,  [redacted]  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Tell us why here...[redacted]: In regards to your claim with the Revdex.com we welcome the opportunity to discuss your claim further.   In reviewing your historical data we show that as your SWISS flight LX751 was delayed in Luxembourg, and would have missed your...

connection to New York, therefore the Luxembourg stationrebooked you on Turkish Airlines to arrive the same day in New York.  In accordance to our Conditions of Carriage chapter 9.2.2, SWISS fulfilled its obligation. After your filed your complaint we declinedyour request for partial refund of your ticket, as SWISS was able to provide transportation for your return journey. However we did advise that in the event of a delayed or canceled flight, SWISS will consider reimbursement of direct expenses which arose in connection with the irregularity.  For your inconvenience and as a goodwill gesture we did issue an e-voucher in the amount of USD100.00. When you were unhappy with this we did cancel the e-voucher and request a check in the amount of USD100.00. We are surprised not to see that mentioned in your complaint with the Revdex.com. [redacted], while it is regrettable that you feel that this gesture was not satisfactory, we are unable to change our position in this matter.   We hope that the above explanation clarifies the situation.    Best Regards, Rosemary P[redacted]Customer Feedback Services Manager [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I appreciate the $300  E-voucher, I am not satisfied with the customer service I received I was so disappointed on how the incidents of this day played out . My customer experience was awful several times during my interaction with Swiss Air  representatives and supervisors. I got the run around, and neither the customer service representative or  supervisor could directed me to this part of the website. Furthermore, I put in my passport information the day before arriving to the airport, and was not notified of any travel document discrepancy. I was on my way to see a family member at the time, and  dealing with Swiss Air  didn't make my experience any better. This is family time I can NOT get back, and customer service that left me in awe!As this is my first time flying Swiss Air I was disappointed with the customer service and  management as  I wouldn't  expect such customer service from  a company like Swiss Air.  I can supply you with the audio of my interaction with the customer service department.  The customer service interaction  would appall any future customer. I'm willing to submit to Revdex.com for further evaluation of the customer service experience  I don't feel my hard earned money should go to such a company like Swiss Air. I therefore I request that Swiss issues  a travel voucher in the amount paid for future travel or full refund!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
This flight was delayed 6 hours. I will file complaint in EU court 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted]: Thank you for your additional correspondence.  We are sorry that our reply did not meet with your satisfaction. We have reviewed your claim again to find no further information to change our original conclusion.  [redacted], while we would like to have an opportunity to be of service to you again in the future, we regret having to inform you that we consider the above matter closed.  We trust you will understand our position in this matter, and thank you for your patience and understanding.   Best Regards, Rosemary P[redacted]Customer Feedback Services Manager   [redacted]
*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I already sent the documents to Roland H[redacted] and I have the acknowledgement email of the same from [redacted]  in which Roland asked to provide the receipt of  Mac Book 13 Inch and Camera Nikon D5100 . I filled the forms along with my credit card statement in which there is purchase details accept these few items which I emailed Roland that I don't have with me. I emailed atleast 10 times to [redacted] regarding my case status but no one is replying its now more than 2 months passed since i lost my bag its really terrible customer service of swiss. I called swiss Newark office and they mentioned to contact by phone in swiss really very bad service. I am attaching the email conversation for proof . Thanks[redacted]  In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Swiss Airlines did not deliver on their promised service (an airline flight with a usable seat, and consumable meal). Neither of those two items were provided to me on my flight on March [redacted], not were either of those two items remedied in flight. Swiss is offering a 200.00 USD credit (only available on their site, and not issued as a refund to my credit card) for the inconvenience, but I do not deem this sufficient. Due to the awful experience, broken seat, forgotten meal (and Swiss Airlines has accepted responsibility and agreed on these issues) I firmly believe that the true, right and just answer would be to credit my credit card in the amount of the flight from San Francisco International to Zurich, which was the portion of the flight with the broken seat, and the forgotten meal. I would like this credit (the amount of the flight paid from SFO-ZRH) to be issued back onto my credit card, so that I can choose to use the money with which ever airline in the future I would like to work with. After such a horrible experience, and such a small credit of 200.00, Swiss Airlines is not enticing me to remain a client. I would suspect when I have paid well of 1800.00 USD for one flight, that they would be more amenable, serviceable and deliver on their agreements with customers: a usable seat, a safe flight, a clean respectable space and (if previously confirmed, like my meal was) the food of the clients choosing. Please remedy this situation in a more appropriate manner. I appreciate your time, and thank you for making good on your word, and for wanting to do right by your customers. Kindly rethink you answer, and, at minimum, credit me for the SFO-ZRH portion of the flight.Also, please find below my name a cut and paste of my e-confirmation, showing the confirmed meal which was forgotten.Thank you,[redacted] 
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted]:We are in receipt of your Revdex.com complaint.  We thank you for your patience while we investigated your claim.   We regret any confusion regarding the fare restrictions of your ticket.  Your ticket was based on a restricted air fare which...

stipulates it is nonrefundable and incurs a fee of EUR130.00 and any fare difference for a change of date.   Once a ticket is issued, we must adhere to the conditions of the fare, and restrictions which pertain to it.  A review of your historical data shows that you purchased the ticket online, using our website [redacted]. When making this purchase you must check a box which acknowledges that you have read the condition and have understood and accepted them.  One of the items you accepted was the fare conditions. When hitting that link it advises you of all the terms and conditions of the specific fare you purchased which stated: REROUTING PERMITTED PROVIDED ORIGIN AND DESTINATION OF THE FARE COMPONENT REMAINS THE SAME.                                     �...⇄     The fare conditions were also confirmed with our service center on September [redacted] and September [redacted].   However we are sensitive to the situation and have reopened your ticket for future use, according to the fare conditions.  Your ticket must be reissued by March **, 2017.  Please let me know when you are ready to reschedule and I will have a supervisor contact you. [redacted], we appreciate your patronage and we look forward to welcoming you on board Swiss International Air Lines Ltd. in the near future.  Best Regards,Rosemary P[redacted]
 
 
 
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My experience and the Swiss Airline's handling serves as another example of how aggressive/abusive the Airline is in treating the passengers! SAD!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted]:Thank you for taking the time to write and for choosing SWISS for your recent travel from San Francisco to Florence on March **, 1016.  We regret to learn of the malfunction of your seat on SWISS flight LX39 and your disappointment when you did not receive your special meal....

For the most part, problems with our seats are rare and when there is an occasion that one fails, it usually can be corrected on board or be remedied by moving to another seat.  Unfortunately, in this particular case the repair could not be done locally and could only be resolved by special maintenance crews.  We can imagine how frustrating this must have been for you.When special meal requests are made, an order is placed with our catering vendor who supplies the meals for that particular flight.  The meals are then delivered to the aircraft and loaded.  For the most part it all works very well.  On rare occasions however, SWISS may order incorrectly and not specify a special meal request or the vendor may inadvertently omit a requested meal.  Although the system reflected the correct information, there was no way to tell if in fact the correct meal was placed on board until after departure.  We regret the inconvenience this caused you we understand this is not what you would expect from SWISS.  When our service does not meet our customers’ expectations, we feel it is important to acknowledge this, and appeal for a degree of understanding.  To demonstrate our commitment to customer service, we have attached an e-voucher in the amount of USD200.00.  Please note the terms and conditions of use. [redacted], we attach the utmost importance to providing the best possible service to our customers, on the ground as well as in-flight.  We realize, in light of the competitive nature of the airline industry, there is no guarantee of continued patronage and we are appreciative of your support.  We thank you for your patience and understanding and look forward to welcoming you on board another SWISS flight in the near future.Yours sincerely, Rosemary P[redacted]Customer Feedback Services ManagerSwiss International Air Lines Ltd.[redacted]
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Dear [redacted]:We have received your complaint from the Revdex.com and welcome the opportunity to explain our position.A review of your historical data shows that earlier this year when you contacted us regarding your mothers’ and your illness we exceptionally waived the...

farerestrictions and issued an MCO (travel voucher) and a check for the refund of the change penalty. When you called in July to make the booking there was some confusion regarding a second MCO  we were glad that we were able to clear that up as only oneMCO was issued in your name.  However this year as you again purchased two restricted tickets, our agent, was obliged to collect the requisite fee whenyou asked to make changes.  Once a ticket is issued, we must adhere to the conditions of the fare, and restrictions which pertain to it. There is always acertain risk involved when purchasing restrictive fare tickets, and to this effect we offer a range of Economy Class fares which allow moreflexibility.  Regrettably, we are unable to honor your request for an additional waiver in this instance.  May we suggest that you contact yourcredit card company as many companies provide insurance for travel purchased with their card.[redacted], we truly value your patronage and thank you for taking the time to write to us. Your patience and understanding in this matter are greatlyappreciated and we look forward to welcoming you on board Swiss International Air Lines Ltd. in the near future.Best Regards,Rosemary P[redacted]Customer Service Manager