Swiss International Air Lines, Ltd.

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 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]
*

[redacted]:
 
Thank you for your additional correspondence.  While it is regrettable that you feel that this gesture was not satisfactory, we are unable to change our position in this matter.  
 
[redacted], while we would like an opportunity to be of service to you again in the future, we regret having to inform you that we now consider the matter closed.
 
 
Kind Regards,
 
Rosemary P[redacted]
Customer Feedback Services Manager
 
 
 
[redacted]
[redacted]
[redacted]
 
 
 
 
 
  
[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.  I confirm the payment has been refunded to the funding card as requested.
Sincerely,
[redacted]

Dear [redacted],We regret your checked baggage was damaged in connection with your journey on SWISS, arriving on flight LX8 from Zurich to Chicago on December *, 2013.  The bag was repaired by our authorized vendor; however, in February 2014, you advised SWISS that you were dissatisfied...

with the repair.  At that time, we arranged for you to ship the bag at SWISS expense for further evaluation.The bag was returned to SWISS in October 2014. The damage was deemed to be minor with no adverse effect to its functionalilty.  We understand you claim the value of the bag to be USD180.00.  However, with no receipt evidencing the bag's value and date of purchase, we can only offer a goodwill settlement.  Therefore, as a gesture of goodwill, we have arranged a check to be sent to you in the amount of USD50.00.We appreciate your understanding and look forward to serving you in the future.?

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] 
[redacted] 
 [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 accepted the response from them. However, I categorically state that the bag does not have only superficial damage, as stated by the business.If I receive the bag back, I can upload the pictures / video of the damage that was not fixed. The bag is torn at the zipper (not really usable, if you need to carry items in it). Even after repeated emails their team has failed to see the damage or acknowledge it.Since the business is refusing to acknowledge the damage / faulty repair, I am willing to take whatever I get (in this case a promise of $50 instead of the bag value $180).Although I would like to mention that the business said that if I can produce the original receipt of the bag, they will reimburse the full amount  ($180). I am not sure, how many people save the receipts for each item they buy, indefinitely.Sincerely, [redacted]

Dear [redacted]
9pt;">:
 
Thank you for taking the time to write and for choosing SWISS for your travel needs.  We are sorry to learn about the frustration you experienced while checking in for your flight that prompted your correspondence.
 
We can certainly understand your upset and frustration when you were unable to check in due to your passport expiration date.  According to the Department of State a US Passport must be valid for at least three months beyond your planned date of departure. Please see [redacted] . Also,  Article 13 of SWISS' Conditions of Carriage, available on our website, [redacted] states:
 
[redacted] You are responsible for obtaining all the requisite travel documents and visas and for complying with all laws, regulations and directives of the countries you fly from, to or through during your travel. You are also responsible for finding out which immigration documents are required for your travel.
 
[redacted] We shall not be liable for any failure on your part to obtain the requisite immigration documents or visas, or for any non-compliance on your part with the laws, regulations and directives of the countries concerned.
 
However we are not insensitive to your situation therefore as a gesture of goodwill, we will exceptionally issue an e-voucher in the amount of USD300.00. Please note terms and conditions for use.
 
[redacted] 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,
 
Rosemary P[redacted]
Customer Feedback Services Manager
 
 
Swiss International Air Lines Ltd.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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

Review: I traveled with Swiss Air to India in November 2013. When we came back, one of our checked bag was damaged. I created a case with swiss air ([redacted]). I was told to mail the bag over to be fixed. When the bag came back, if was still damaged. I called back again. finally I mailed the bag again to them and after 2 days, I received an email back saying that they thoroughly looked at the bag and it was functional. But it is totally broken. I dont know if anyone really checked it. Now I am trying to contact them bit none of the customer service numbers really allow me to talk to anyone.Desired Settlement: I would like the airline to either fix properly or replace by bag.

Business

Response:

Dear [redacted],We regret your checked baggage was damaged in connection with your journey on SWISS, arriving on flight LX8 from Zurich to Chicago on December *, 2013. The bag was repaired by our authorized vendor; however, in February 2014, you advised SWISS that you were dissatisfied with the repair. At that time, we arranged for you to ship the bag at SWISS expense for further evaluation.The bag was returned to SWISS in October 2014. The damage was deemed to be minor with no adverse effect to its functionalilty. We understand you claim the value of the bag to be USD180.00. However, with no receipt evidencing the bag's value and date of purchase, we can only offer a goodwill settlement. Therefore, as a gesture of goodwill, we have arranged a check to be sent to you in the amount of USD50.00.We appreciate your understanding and look forward to serving you in the future.?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have accepted the response from them. However, I categorically state that the bag does not have only superficial damage, as stated by the business.If I receive the bag back, I can upload the pictures / video of the damage that was not fixed. The bag is torn at the zipper (not really usable, if you need to carry items in it). Even after repeated emails their team has failed to see the damage or acknowledge it.Since the business is refusing to acknowledge the damage / faulty repair, I am willing to take whatever I get (in this case a promise of $50 instead of the bag value $180).Although I would like to mention that the business said that if I can produce the original receipt of the bag, they will reimburse the full amount ($180). I am not sure, how many people save the receipts for each item they buy, indefinitely.Sincerely, [redacted]

Review: hello,

when booking the flight I was not informed that there was a 3 months rule where US passport has to be valid 3 months out. booked through [redacted], when reaching out to [redacted] I was informed that swiss airlines deals directly with consumers and not with agents.

I called the airline in JFK airport prior to departure and gave my information and was told everything is fine.

I did online check in and everything was verified and was good.

at the date of the flight I checked in fine and was told by the desk clerk that my passport was good.(check in ticket attached)

and then at the gate I was not let on the plane. the person at the gate was very rude and aggressive, his name is Lloyd S[redacted]. He grabbed the ticket out of my hand pushed me away and said I should leave now and get my baggage.

I have never seen such horrible customer service from such a good reputation airline.

swiss employee embarrassed me and yelled at me in a public place

I was lied to on 3 occasions prior to my trip that resulted in substantial financial loses.

1. flight ticket

2. hotel reservations

3. car rental reservation

4. taxi to return home after I was not let on the plane

on top of all of that when my baggage was returned one of my bags was opened and I just noticed today that GoPro Hero 3+ silver with accessories bad was stolen from my bag. it was a birthday gift that I was planning on using for the first time at swiss alps. on top of that a small pouch with charging cables and portable power bank we re taken out. One of my skiing gloves was taken or fell out when the bag was opened. two sweaters we torn and ruined.

value of items stolen and ruined:

goPro camera: $420

cables and power bank: $60

gloves: $45

sweaters: $60

I don't have receipts for the above because camera was a gift and other things I bought before and didn't keep the receipts.

it was the worst experience of my life with one of the better airlines, and I paid extra to fly swiss instead of American Airlines.

I have tried calling customer support number and have been on hold for hours and no one is answering.

I tried calling various support numbers and no response and no one even answered, spent hours on hold. I called airport line and was transferred back and forth between numbers and no one was willing to help.

I have no where to turn and no one else to ask for helpDesired Settlement: I would like a refund for the plane ticket as well items that were stolen, I called airline staff and they refused since I didnt file police report right away, but I only found out when I got home

value of items stolen and ruined:

goPro camera: $420

cables and power bank: $60

gloves: $45

sweaters: $60

I don't have receipts for the above because camera was a gift and other things I bought before and didn't keep the receipts.

Business

Response:

Dear [redacted]:We are very concerned to learn of the difficulties you encountered during your boarding for SWISS flight [redacted] 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 possible. We thank you for your patience and understanding.Best Regards,Rosemary P[redacted]Customer Feedback Services Manager[redacted]

Consumer

Response:

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:

Hello, this is is an acknowledgement and it took a complaint to get that. I would like to keep it open to ensure resolution. I do not believe that the business is willing to work with me without any outside assistance.thank 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,

Review: Reservation number was ALU4LY booked and cancelled within the 1st 24 hours and thus eligible for a refund on Citi ending in [redacted]. This has not yet been refunded. I called swiss customer service several times. First they said 6 to 8 weeks which has passed and then they said it's approved and I should receive a refund.Desired Settlement: Refund card ending in [redacted] with 34450 russian rubles.

Business

Response:

Dear [redacted]: At the outset, we wish to apologize for the delay in our refund process which prompted your correspondence. We 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 14 days to post to your account. [redacted], 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, [redacted] Customer Feedback Services Manager Swiss International Air Lines Ltd. [redacted]

Consumer

Response:

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. I confirm the payment has been refunded to the funding card as requested.

Sincerely,

Review: I purchased a ticket on Swiss back in March 2015, I could not fly due to medical reason and rebooked my flight for May paying extra $382. I have paid Swiss $1,400.00USD

I still can not fly due to the same medical reasons and Swiss refuses to issue me credit for future travel. Furthermore, I leased my house in [redacted] last week April **, 2015 and will be moving out of state, I would need to rebook the flight from a different airport.Desired Settlement: Voucher for future travel

Business

Response:

Dear [redacted]: 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 USD300.00 for 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 it. There 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 flexibility. However 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. [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 greatly appreciated and we look forward to welcoming you on board Swiss International Air Lines Ltd. in the near future. Sincerely, [redacted] Swiss International Air Lines Ltd.[redacted]Fax: ###-###-####SWISS.COM

Consumer

Response:

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,

Business

Response:

Dear [redacted]: 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 ###-###-####. [redacted], 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, [redacted] Swiss International Air Lines Ltd.[redacted]Fax: ###-###-####SWISS.COM

Consumer

Response:

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,

Review: Based on the discussion on 08/**/15, reference number: [redacted], I am qualified to rebook the ticket with reasonable amount of penalty of rebooking. However, air swiss customer service told me today that I can not rebook my ticket for unknown reason.Desired Settlement: refund or rebook the ticket

Business

Response:

Email sent to [redacted] on September **, 2015Dear [redacted]: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 [redacted] 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 permitted. In 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 enforced. There is always a certain risk involved when purchasing restrictive fare tickets, and to this effect, we offer a range of fares which allow more flexibility. In 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. [redacted], 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 patronage. Therefore, 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[redacted]Customer Service Manager[redacted]

Review: I was visiting Aalen, Germany in May. June. On June **, 2013 we caught the train from Aalen to Stuttgart for our trip by Swiss Air to Lisbon via Zurich. When we reached Zurich from Stuttgart around 12 PM, the departure board at Zurich stated that ‘flight departure information” will be available at 6: 05 PM for the flight which was scheduled to depart at 6: 05 PM. There was no other announcement except that the departure board kept saying gate information will be given later. We understood that there were flight delays and cancellations due to strike in France.

After waiting for more than 6 hours, with no assurance of flights operating, we decided to abandon our Lisbon vacation and took the flight back to Stuttgart around mid-night. Subsequently we found out that flight to Lisbon from Zurich (Flight [redacted] )was cancelled. Since there were no trains to Aalen at that hour from Stuttgart , we stayed at Ibis hotel near the Stuttgart airport (Euro 99). In addition to this expenses, I also found out that Ibis hotel in Lisbon had charged one night rental of Euro 65.

I emailed Swiss Customer service and was told that flight [redacted] from Zurich to Lisbon is a codeshare flight which is operated by TAP Air Portugal. The customer service agent indicated that they are paying me $214 as a goodwill gesture to take care of the expenses incurred and that cancelled flight was from TAP Portugal. So I wrote to TAP on July [redacted] to get my money for the unused flight.

I am waiting for the response from TAP. In addition to the ruined vacation, we spent a full day at the airport, spent money on lodging and were charged for cancellation of Lisbon hotel. Since I booked the flight with SWISSAIR, I should not be running around TAP to get my money back. Code sharing is an internal arrangement between the two airlines.

I am providing you with the flight details, ticket number etc. I have also reproduced the emails from SWISS AIR

Sub: Swiss Air Flight Cancellation

Ref: Conformation number: [redacted]

E-ticket number: [redacted] Passenger name: [redacted] and [redacted]

Address: [redacted], USA

Flight: June **, 2013 Stuttgart – Zurich- Lisbon

June **, 2013 Lisbon-Zurich -Stuttgart

==============

From: [redacted] [mailto:[redacted]]

Sent: Monday, June **, 2013 11:27 AM

To: [redacted]

Subject: [redacted] - Case no. [redacted]

Dear [redacted]:

Thank you for your additional feedback.

We understand that your journey was booked through SWISS; however, flight [redacted] from Zurich to Lisbon is a codeshare flight which is operated by TAP Air Portugal.

The amount of USD214.00 is a goodwill reimbursement of the hotel expenses you incurred in connection with the flight delay. The tickets you purchased were based on a non-refundable fare; therefore, there is no refund value of your tickets.

Sincerely,

Customer Service Agent

From: [redacted]

Sent: Monday, June **, 2013 10:45 AM

To: '[redacted]'

Subject: RE: [redacted] - Case no. [redacted]

Dear [redacted]:

Thank you for your email.

I appreciate your customer focus and empathy. However, I ma bit confused abut the amount of return.

I paid a a total of 2 x 287.30 = EURO 574 .60 for tickets for me and my wife.

Can be kind enough to explain the reimbursement of Euro 164 against the ticket charge of Euro 574.60.. excluding the expenses.

Please also note that I booked my ticket thru Swiss Air and as such not concerned with TAP.

Thank you for your help

Best regards

From: [redacted] [mailto:[redacted]]

Sent: Monday, June **, 2013 9:16 AM

To: [redacted]

Subject: [redacted] - Case no. [redacted]

Dear [redacted]:

Please excuse my previous incomplete email.

We are sorry to learn you were affected by the delay of flight [redacted], operated by TAP Air Portugal, from Zurich to Lisbon on June **, 2013. We are aware of how such flight irregularities can impact our customers’ travel plans and we apologize for the inconvenience you experienced as a result.

As a gesture of goodwill, we have arranged reimbursement of the expenses you incurred. Our check in the amount of USD214.00 (=EUR164) will be sent to you under separate cover within approximately two weeks.

[redacted], we value your patronage and hope to have the opportunity to welcome you on board in the future.

Sincerely,

Customer Service AgentDesired Settlement: I would like Swiss Air refund the ticket cost. I booked my ticket with Swiss Air and not TAP.( BTW-TAP did not respond to my email request).

Business

Response:

We have further reviewed [redacted]'s case and have arranged a full refund of his and [redacted]'s tickets. The refund will be posted to the original form of payment used for the tickets.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me

I will wait for the reimbursement and let you know accordingly.

Thank you very much for your help.

Sincerely,

Review: I needed to change my flight due to an emergency as my brother has cancer and has his surgery September **. I asked Swiss to rebook my flight, Swiss refused to do so saying that they only waive the fees for death!

I paid $600 which is $300 per person to change the flights only to find out that the new flight does not arrive in time for my connection flight to Amsterdam. Swiss did not advise about the connection when my reservation was being rebooked! Now Swiss asks for new tickets to be purchased as the Zurich-Amsterdam are not changeable!Desired Settlement: I am asking that Swiss refunds me the $600 that I already paid and re books my connection flight to Amsterdam with out charging me anything. Cancer surgery is a pretty serious matter!

Business

Response:

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

Consumer

Response:

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:

[redacted]While I appreciate your professionalism I have to decline your feedback regarding this matter. First, 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 12 hour surgery yesterday and still is in the hospital. Swiss 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,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,