Swiss.com didn’t issue ticket despite confirmed booking

chak75

I am completely astounded by the poor customer service at swiss.com.I bought a ticket BHX-DEL via Fra, going in Lufthansa and returning in Swiss via Zurich directly from Swiss.com. The original purchase was in November 2023 for travel in June 2024.Then they had a change in schedule and I was given option to refund or rebook. I tried to rebook for Decmber, they initially said that the travel date has to be within one year of original ticket PURCHASE date, hence Decemeber not possible. After a lot of pushing and spending about 2 hrs on chat someone senior sent me a confirmation for flight on 9th Dec 2024. The lufthansa app and swiss website kept on showing my booking as confirmed, I even updated my meal preference.A week before the flight I chatted with them again trying to add my frequent flyer number, confirmed my luggage etc.The day of check in, 24 hrs before fligt, sufddenly when I tried to log in with reference number, 'the booking cannot be found'Chat/call - I was told 'there is no ticket'I even went to the airport to check with the counter ( as I had no email to say anything to suggest any change or cancellation)- they said ' you have no ticket'Swiss customer care said 'fill up a feedback form'I had to buy a Emirates flight urgently for the next day as I had to travel.After 7 days I get swiss customer feedback response ' we are sorry, but you will only get around 250 refund, or we can rebook you but you will have to travel before June 2025!!I should get my full ticket refund PLUS compensation under UK 261 to say the least. How do I sort this out? I am absolutely furious.Please help my experienced friends as I am banging my hea against a brick wall it seems with siss “customer care”. Tried their x handle too. 

Thanks

I think I will g legal route. Any suggestions for no win no claim type firm please as well?

bagand96

Heard of this happening before with BA, a new booking reference gets issued and all looks fine, but behind it there's no ticket issues. May be because you'd managed to get them to agree a rebookong outside of their standard policy (12 months). 

But that shouldn't be your issue if they agreed to do it and issued a new booking. Could Swiss not offer you a rebookong for the next day? Did they offer nay alternative? (you say you had to book Emirates)

Sounds like Swiss customer care don't fully appreciate the issue. It's either denied boarding or cancellation so you should be entitled to:

- refund of your ticket, or an alternative flight. If Swiss offered no alternative then you could claim for the cost of the Emirates ticket as the alternative. (claim for either the Swiss or Emirates ticket, whichever is more)

- compensation as you say

I'd go back to Swiss one more time. Use this form https://www.swiss.com/de/en/customer-support/contact-us/application-for-compensation-in-the-event-of-flight-irregularities select denied boarding, as it seems to fit best. 

If no resolution you have the choice of either ADR (Alternate Dispute Resolution) or court action.