Swiss International Air Lines, Ltd.

Dear [redacted] , Thank you for your additional feedback, we have voided the e-voucher and requested a check in the amount of USD300.00, as full and final settlement of your claim [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 Yours sincerely, Rosemary P [redacted] Manager Customer Feedback Services Swiss International Air Lines Ltd [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: 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 dissatisfactionThe 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 '$voucher' I was offered for an entirely unsatisfactory experience returning homeI 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 homeIf 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 dayAs it stood - my work day was ruined by the fact that I was exhaustedI do not accept Rosemary's flippant response to my very real complaintI 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 airlineI spent over $for this flight and I deserve to have the experience I paid forSurely 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] ***

Tell us why here*** *** ***:
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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 LXwas delayed in Luxembourg, and would have missed your connection to New York, therefore the Luxembourg station
rebooked 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 obligationAfter your filed your complaint we declined
your request for partial refund of your ticket, as SWISS was able to provide transportation for your return journeyHowever 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 USDWhen you were unhappy with this we did cancel the e-voucher and request a check in the amount of USDWe are surprised not to see that mentioned in your complaint with the Revdex.com
*** ***, 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***
Customer Feedback Services Manager
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Dear *** ***:
We are
very concerned to learn of the difficulties you encountered during your boarding for SWISS flight *** on February *, 2016. We regret the inconvenience you experienced and appreciate your patience while we investigate your claim. We have contacted the local authorities who have begun their investigation; they will review the tapes from the gate area as well as the baggage area. We will do our best to respond to your correspondence as quickly as possibleWe thank you for your patience and understandingBest Regards,
Rosemary P***
Customer Feedback Services Manager
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Dear *** ***: Thank you for taking the time to write and for choosing SWISS. We are sorry to learn about the frustration you experienced while rebooking your reservation that prompted your correspondence. We regret any confusion regarding the fare
restrictions of your ticket. Your ticket was based on a restricted air fare which stipulates a fee of USDfor a change of date and any additional fare increase. Our agent, therefore, was obliged to collect the requisite fees. Once a ticket is issued, we must adhere to the conditions of the fare, and restrictions which pertain to itThere is always a certain risk involved when purchasing restrictive fare tickets, and to this effect we offer a range of Economy Class fares which allow more flexibilityHowever we are not insensitive to your situation therefore as a gesture of goodwill, we will exceptionally request a check in the amount of USD300.00, for reimbursement of the change penalty. *** ***, we truly value your patronage and thank you for taking the time to write to usYour patience and understanding in this matter are greatly appreciated and we look forward to welcoming you on board Swiss International Air Lines Ltdin the near future. Sincerely, *** *** *** *** Swiss International Air Lines Ltd.*** *** *** *** *** ***Fax: ###-###-####SWISS.COM

Dear *** ***: Thank you for taking the time to write. We have reviewed your claim and as a gesture of goodwill, we have exceptionally issued a Miscellaneous Charges Order in the amount of USD796.00. This amount represents the value of your ticket, less the applicable change fee of USD300.00. The MCO is valid for one year from the date of issue for travel on SWISS-operated flights only. While it is not necessary that you travel within the year, future travel must be booked and the voucher applied prior to the expiration date. Any residual value will be forfeited. Reservations must be made through our Service Center at ###-###-####. *** ***, 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. It would be our pleasure to welcome you on board one of our flights again, to regain your confidence. Sincerely, *** *** *** *** Swiss International Air Lines Ltd.*** *** *** *** *** ***Fax: ###-###-####SWISS.COM

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:
*** ***While I appreciate your professionalism I have to decline your feedback regarding this matterFirst, what happened in the past with my mother is a separate issue and has been resolved, in no way it should be brought up now. Second, my brothers cancer and tumor surgery was unexpected and in fact he was in a hour surgery yesterday and still is in the hospitalSwiss International Airlines is enforcing terms that are completely unethical, in fact no other airline enforces such rules. As a frequent traveler with Swiss it ends after this trip, furthermore I will argue the rules of the tickets and go public about it if needed.Regards,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***:
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At the outset, we wish to apologize for the delay in our refund process which prompted your correspondenceWe are normally much more responsive, however our volume of emails has increased considerably, as a consequence our handling is not of the high standard our customer expect and deserve Our refund department has processed the refund today in the full amount of RUB34450.00. Please allow days to post to your account
*** ***, 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. It would be our pleasure to welcome you on board one of our flights again, to regain your confidence
Best Regards,
*** ***
Customer Feedback Services Manager
Swiss International Air Lines Ltd *** *** ***
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Dear *** ***:
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 EURand 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 ***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 conditionsWhen 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 *** and September ***. 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
*** ***, we appreciate your patronage and we look forward to welcoming you on board Swiss International Air Lines Ltdin the near future
Best Regards,
Rosemary P***
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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:
Hello,
this is is an acknowledgement and it took a complaint to get thatI would like to keep it open to ensure resolutionI do not believe that the business is willing to work with me without any outside assistancethank you for your help in getting at least an acknowledgement
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:
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:
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*** *** *** *** ***
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Dear *** ***:
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 LXand 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 youWhen 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 USD Please note the terms and conditions of use.
*** ***, 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 futureYours sincerely,
Rosemary P***
Customer Feedback Services Manager
Swiss International Air Lines Ltd*** *** ***
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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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],
Thank you for your additional feedback, we have voided the e-voucher and requested a check in the amount of USD300.00, as full and final settlement of your claim.
[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. 
 
Yours sincerely,
Rosemary P[redacted]
Manager
Customer Feedback Services
Swiss International Air Lines Ltd.
[redacted]
[redacted]
[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 appreciate the $300 refund however I need to rebook the flight and can not do so before the [redacted] of May as told by Swiss. In addition to my medical condition I also leased my house and in the process of moving out of state/country. I do not know which airport I will be departing from at the moment therefore I request that Swiss cancels my reservation and issue a travel voucher in the amount paid for future travel.Thank you,[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:

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]