Rebooking issue with call center - help please!

Old Dec 14, 20, 6:58 am
  #1  
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Angry Rebooking issue with call center - help please!

Hi,

Due to the increasing Covid infection situation in South Africa, I'm trying to rebook my flights to spring instead of the original booking this Christmas. The flights were only booked a month ago and according to Swiss advertised policy should be re-bookable without fees.

The online rebooking option is not available so I priced my new itinerary on swiss.com and rang the call center. The fare difference is 100 between the new itinerary (as priced on swiss.com) and the original.

The call center insists that the fare on swiss.com is not available for re-booking due to it being a 'promotional fare'. There is no mention of this anywhere.

Call center agent says the fare difference I have to pay is 750 per person which seems insane considering the difference is only 100.

I spoke to a supervisor who insisted that was correct without giving any additional explanation other than that it's due to a promotional fare.

What recourse do I have?
ukflo is offline  
Old Dec 14, 20, 8:09 am
  #2  
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Originally Posted by ukflo View Post
What recourse do I have?
Other than hanging up and calling again... none.

I think the issue might be that your booking class costs 750$ more on the new dates, and the cheaper fares are only available for lower booking classes and they don't want to rebook you because you can't rebook to a lower booking class.
You could hope for a cancellation that would entitle you to a completely free rebooking, but odds depend on your routing for that.

Paging oliver2002 who might be able to help, as he knows the Covid-19 voluntary rebooking rules quite well, so depending on what he says you should keep pushing or find a different solution.
Nick Art is offline  
Old Dec 15, 20, 3:18 pm
  #3  
 
Join Date: Nov 2002
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Originally Posted by ukflo View Post

I spoke to a supervisor who insisted that was correct without giving any additional explanation other than that it's due to a promotional fare.
Was this a companion fare?
kilo is offline  

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