Swissair Complaint – Unfair Baggage Charges For UK National University Student By Swiss Air

Subject: Unfair Baggage Charges for UK National University Student by Swiss Air
My Name: Waheedah
My City: Aurora
My State/Territory: Colorado
Country: USA
My Complaint Against: Swissair
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I am a frequent flier with Miles and More and a Bachelor of Professional Golf Management / Business Administration student in the USA. I traveled to Switzerland and France to play golf for one month. I had extra luggage because of the duration of my stay and the cold weather in Europe. I decided to visit London while I was here. I booked a round trip flight on Swiss Air on 26 July 2011, flight LX440 to London City which was very pleasant. I was charged 60 swiss francs for excess baggage on the LCY segment. The airport was close to the city center which was extremely convenient.

When I returned to Geneva from London Heathrow, on my return segment, flight LX353, I was charged 100 euros for 6 kilos overweight for two bags and 35 GBP for a golf bag that was 18 kilos in weight. I was given a receipt that was taken away from me at the gate so I have no proof of payment of these exorbitant baggage charges. I believe that the employees were pocketing the money because I paid in cash. The baggage charges cost almost more than my return plane ticket. I am a university student and a member of various international student travel and golfing groups. I shall be recommending to our organisations that we never book travel on Swiss Air again unless this matter is resolved fairly.

I spent over 15,000 while I was in Europe and I am very happy to spend my money on another carrier where I shall be treated more pleasantly. To make matters worse, the UK Swiss airlines' "chief robbers" then lost my two bags. I arrived in Geneva with a set of golf clubs only. Finally, my luggage arrived on Swiss Air flight LX351 late this afternoon, August 7, 2011. I had to trace my bags myself because nobody called to let me know their whereabouts.

My last day in Geneva has been ruined. I had to go to the airport and get my luggage in person. Then, I returned to my hotel to shower and change as I had a change of clothing, finally. My departing international flight tomorrow is at 7:15 am so I have been unable to play golf or do any tours today. I am greatly upset. I feel that I have been defrauded by the Swiss Air employees at London Heathrow airport. I had purchased my ticket before August 1, 2011 so the old excess baggage rules should have applied in my case. My Swiss Air Booking Reference is **. A disgruntled Swiss Air Passenger.

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Swissair Complaint – Swissair – Egregious Incompetence And A Lack Of Accountability

Subject: Swissair – egregious incompetence and a lack of accountability
My Name: Elyse
My City: Raleigh
My State/Territory: North Carolina
Country: USA
My Complaint Against: Swissair
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I am filing a formal compliant against Swissair. I am outraged at my treatment by Swissair over the past four weeks. I encountered egregious incompetence and a lack of accountability that ruined our travel plans and exhausted my valuable time and money. We were expressly told that we would be granted an exception to our voucher, but were strung along for nearly 4 weeks with a yes response, followed by a "we will contact you in 24 hours, so you can pay the difference in travel fare," but were never called back.

I have documented each encounter and summarized the miserable experience we were forced to deal with on the account of the horribly managed Swissair Marketing and ticketing departments. November 27th 2009, I purchased a business class trip for two on Swissair at an auction held for the benefit of a local Zurich based charity. Understanding that there were restrictions on the use of the voucher we wrote to the address on the voucher and asked if it could be used for international travel. October 19th 2010, we emailed the Swiss Air contact listed on the voucher Contactus@swiss.com to inquire making an exception for travel from San Francisco to a Swissair destination.

October 20th we received an email response from ** in the SWISS E-Mail Service Center-Team R1C. She very clearly stated they had reviewed our request and that we may use the voucher to travel from San Francisco, but we must pay the difference in fare, stating, "We have reviewed your request and wish to share the following information with you: Please note you may do that but in case the fare is higher you would need to reckon with any fare difference." We responded that we would gladly do so and provided all the necessary travel information.

October 20 -€“ November 15th, we experienced the most ridiculous incompetence we have ever witnessed from an airline. We were routed back and forth from Switzerland to New York, to various call centers throughout the world, all telling us to call the other office. Neither office was willing to take initiative and resolve our matter in a prompt and respectful manner. The New York office would say "€œcall the number on the voucher"€ and the receptionists at the Swissair number, who were outsourced to Mind Pearl call center (sometimes in Spain, sometimes in South Africa) would tell me to "talk to New York"€.

November 12, Louisa at the New York office said, "yes, it'€™s all approved and will be turned around within 24 hours at which time we will call you"€. We proceeded to make plans and booked our hotels. November 13th, we did not receive a call within 24 hours, so I called to see if there is any new information on our account. There is none. When requesting to speak with a supervisor, I am told that ** is out of the office and that we will receive a response within 24 hours.

November 14th I have not heard a response within 24 hours as promised giving us a dollar value to pay the difference on our tickets. I call New York to see if any new information has been added to our account. This is the day before we are set to travel, and no monetary amount has been issued. November 15th, on the day of travel, we finally got supervisor ** in New York on the phone who abruptly said "€œNo the voucher could not be used". ** was snide, rude and very unfriendly, as was her staff. Not only did she not dignify us with a returned call, we had to track her down. When we asked her point blank if she cared about her customers, she outrageously responded, "I'€™m not answering that question"€. She then referred us back to the Swiss reservation number in Europe.

November 15th, we call Switzerland, the agent, ** instructed us to go to the airport two hours before flight time with the voucher and the correspondence and that the counter agent would take care of this. November 15th, we went to the airport as instructed, and the gate agent treated us like the enemy. She was prejudicially aware of our situation and told me that there was nothing that she could do, snidely asking why we thought we should come to the airport. She made a copy of the voucher without taking into consideration any of the supporting documents I had furnished her. We left the airport with our suitcases packed, Visa'™s issued and hotels paid, treated worthlessly.

We would have understood if we had been told from the outset that the voucher could not be used for international travel. However, we were told that it could be and that we would need to simply pay the difference -€“ first by the Swiss office (in writing) and then later by the New York office (over the phone). We followed every instruction that each of your different representative required of us, and at the last minuet was slapped in the face by the snide and disrespectful supervisor, **, who waited until the day of travel to deliver the blow of not granting us our tickets that were promised to us from day one.

The incompetence that we experienced was absurd, even the simple act of changing a name on the reservation became a monumental waste of time and added frustration to this process, having to speak with 3 different reservationists on 3 separate occasions. This is terrible business practice. We are offing a cash difference on the fare, which means more money for Swissair on the margin. The flight is leaving with 2 empty seats anyway. Instead Swissair ruins our travel our travel plans, treats its customers miserably, and fails to honor its word.

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Swissair Complaint – Swiss International – A Lesson In Horrible Customer Relationship Management

Subject: Swiss International – A Lesson in Horrible Customer Relationship Management
My Name: swissintldisaster
My City: Boston
My State/Territory: Massachusetts
Country: USA
My Complaint Against: Swissair
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I am the Managing Director and owner of the 170 room Fraser Suites Sukhumvit hotel in Bangkok. I have been in the travel and hospitality business for over the last 5 years. This is the first time I have traveled on Swiss International on a roundtrip to NYC although I am previously a Gold Star Alliance member through Thai international and am currently a silver member. On this particular day, I arrived at the airport in advance of 90 minutes, around 115 minutes prior to departure at JFK.

As I have a problem on my left knee that usually gets agitated during long haul flights I had prebooked my seat for an aisle seat so that I could stretch my knee as it tends to get quite stiff due to the altitude and long hours sitting on the same seat. When I arrived, I was told that my seat had been released and that most passengers would be assigned seating at the gate. This I found very unusual as I have traveled to NYC at least 2 times a year since 1991 and never have my seats been released and assigned at the gate. I spoke to the Supervisor and she said the seats are release by the system if you don't arrive more than 90 minutes before departure.

As I mentioned earlier, I arrived 115 minutes before departure. As I proceeded to the gate, I kindly informed the women who was assigning the seats of my medical condition and she said she would take care of me rudely without even asking my name. When I asked her how would she know who I was she simply said to me 'I know who you are.' Obviously she did not but I decided to keep quiet and wait. For the next 30-40 minutes there were many passengers like myself waiting for our pass. The flight was leaving in 5 minutes and even then, I did not get my seat assignment. Finally when I got it, it was not an aisle seat as I expected.

I was very frustrated at this point and had to again speak to someone who finally changed it for me. At this point I was very very upset at the service quality of your airline. (There were many other passengers who were upset as well!) After finally receiving my aisle seat boarding pass, I went into the airline and proceeded towards my seat. To my surprise there were two people already seated there and when I asked them for their boarding pass, they had the exact seat no as on my card and the seat was apparently double booked.

I again had to go back to the front of the gate to have my seat changed and have this situation sorted out which took another 5 minutes to process. It was a very nervous moment on a packed flight where I thought I would not be able to board the flight. It was very obvious they were outsourcing their airport services to an outside company and it was a very poorly managed service by staff who do not care about the quality of customer care which negatively affected how passengers like myself perceived of their airline, especially on my first roundtrip experience. I must say that I was completely disappointed at how I and other passengers were treated.

When I arrived back to Bangkok, I sent an official complaint on the website and the message was replied to me a woman named ** saying they would get back to me within a few days. This message was also received by the following Swiss International staff including **. This message was sent on July 10, 2009. After not hearing back from any of these five people for four weeks, I sent an inquiry again on August 1, 2009 asking for some feedback. After another week of waiting I finally received an email from ** telling me that as a result of the problems I had, Swiss International would make this up to me by ensuring that the next time I would get my preferred seat on the plane.

I found this reply insulting firstly because it took five of these people 4 weeks to come up with this reply and secondly because it was simply a cheap reply for the amount of trouble I went through. Being in the hospitality business, I am always proactive in how I react to disappointed guests as my hotel and am always giving free room nights and upgrades to any dissatisfied guest as my guests are important to me and I believe it is in my best interest to make sure they arrive and leave my property satisfied. I am not upset that I was not given a free ticket or a free upgrade but simply it was a disrespectful gesture on the part of the airline based on the principle of good customer relationship management.

I am writing this email in hope that you will read this and AVOID flying with Swiss International. The Airline is not reflective of a world class airline and I would suggest flying other airlines such as British Airways, Singapore Airlines, Qantas, Lufthansa, Emirates on any destination you fly if you have the option. Trust me, Swiss is worse than a low cost airline, even Air Asia offered me a free ticket due to a delay I had on a local flight in Asia and they offered it right away without me having to ask for it.

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Mexicana Airlines Complaint – Mexicana Airline Is Bankrupt And Screwing Current Customers Over

Subject: Mexicana Airline Is Bankrupt And Screwing Current Customers Over
My Name: gerg37
My City: El Paso
My State/Territory: Texas
Country: USA
My Complaint Against: Mexicana Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
Mexicana Airlines is a rip off scam of a company. After experiencing their horrible and deceitful customer service first hand, I can honestly say that it is no wonder that they are in bankruptcy. A warning to people who are currently booked with these fraudsters, this airline is shut down and no longer running any flights. They lie to you about having resources for booking you on other airlines, but they don't have anything. They do have a 90 to 120-day refund policy which is great because you might see your money back just in time for the NEXT vacation.

Don't let these idiots keep your money. Contact your credit card or debit card provider and request a charge back. Provide them proof of the lack of service and hopefully you will see your money back in your account within two weeks. Mexicana is trying to keep a hold of whatever money they can at this point and possibly not ever pay you back by protection of the bankruptcy system.

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Mexicana Airlines Complaint – Best Airline I’ve Ever Traveled On

Subject: Best Airline I've ever traveled on
My Name: MaryEM
My City: Charlotte
My State/Territory: North Carolina
Country: USA
My Complaint Against: Mexicana Airlines
Complaint Category: Tours & Travels
Claim Amount (Approx.):
My Complaint Description:
I've seen several complaints on this site about Mexicana Airlines and have no idea what these people are talking about. I've been traveling frequently since I was about 2 years old and have a lot of experience with many different airlines. This has been the best and most consistent airline I've ever had the pleasure to travel with. They have the best service, the best food, and the friendliest employees. People who don't fly often freak out and don't know how flights really are.

If you were to travel and experience other airlines, then you'd realize how great Mexican really is. I've never had a bad or even a mediocre experience with them, but I've certainly had horrible experience with other airlines. People need to relax and learn how to travel without getting crazy. A flight is for transportation, not luxury. If you want luxury shell out the $5000 for first class.

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