Andre
Jul 14, 12, 4:12 pm
Since I had an issue (http://www.flyertalk.com/forum/swiss-international-airlines/815063-possible-attempt-create-guerilla-crew-rest-area-c.html) a long time ago with LX's customer service, I thought it was only fair to provide positive feedback as well.
Submitted a complaint using the form on swiss.com after a series of 3 relatively minor incidents, which combined to leave a bad taste in my mouth:
1) Was credited miles for Y class for a short flight, on which I was involuntarily downgraded from biz.
2) Was charged a fee for a booking change that I expected to be free, with good reason (will spare you the details).
3) Had a call center agent (US number) give me wrong information regarding the change rules for my fare, with a VERY bad attitude.
Initially, I was not optimistic - I received no feedback at all, not even an acknowledgement of receipt.
However, almost a month later, I received a phone call from Swiss. The CS agent was extremely polite, went through and acknowledged the validity of my complaint point by point, told me the missing miles had just been credited, asked for my CC number to process the booking fee refund, and sent me a CHF 100 voucher as (totally unrequested) compensation by e-mail immediately following the call.
So, except for the slow initial response, an excellent CS experience - bravo Swiss! In addition, the agent informed me that by August 1st they expect to have switched to a new software platform that will send automated confirmations when feedback is submitted via the website.
Finally, I do think that my lowly FTL status made a difference: I could see in the e-mail message from LX that my website submission had been forwarded to a specific "FTL feedback" address, or at least highlighted as such.
Submitted a complaint using the form on swiss.com after a series of 3 relatively minor incidents, which combined to leave a bad taste in my mouth:
1) Was credited miles for Y class for a short flight, on which I was involuntarily downgraded from biz.
2) Was charged a fee for a booking change that I expected to be free, with good reason (will spare you the details).
3) Had a call center agent (US number) give me wrong information regarding the change rules for my fare, with a VERY bad attitude.
Initially, I was not optimistic - I received no feedback at all, not even an acknowledgement of receipt.
However, almost a month later, I received a phone call from Swiss. The CS agent was extremely polite, went through and acknowledged the validity of my complaint point by point, told me the missing miles had just been credited, asked for my CC number to process the booking fee refund, and sent me a CHF 100 voucher as (totally unrequested) compensation by e-mail immediately following the call.
So, except for the slow initial response, an excellent CS experience - bravo Swiss! In addition, the agent informed me that by August 1st they expect to have switched to a new software platform that will send automated confirmations when feedback is submitted via the website.
Finally, I do think that my lowly FTL status made a difference: I could see in the e-mail message from LX that my website submission had been forwarded to a specific "FTL feedback" address, or at least highlighted as such.