Edward sent a message to Harry Hohmeister , CEO, Swiss International Air Lines Email Address that said:
Rather than recounting the details of your companyâs failure to provide me with accommodations that I paid for and the insinuation by your customer service department that I am lying about the details because they failed to properly investigate the circumstances of the incident, I refer you to your Customer Service Complain Case Nr.
In addition, I should point out that this flight departed late because your flight crew arrived at the gate 15 minutes prior to the departure time and it was announced that the flight would be delayed because the crew needed more than 15 minutes to prepare for the flight. So some 200 passengers who arrived on time had to sit around and wait because your flight crew was too unprofessional to insure their timely arrival.
Iâve spent at least 30 years in business management and consulting and it is axiomatic that when a business shows signs of indiffene and incompetence across multiple departments, those failures likely permeates the entire organization. Your airlines demonstrated those failings in your Flight Crew performance, your ticketing and reservation system and your Customer Service department.
My question is does that same incompetence exist with the people responsible for the safety and maintenance of your aircraft? Failing a satisfactory response to this message, I intend to pose that question to the FAA and every other travel publication I can find. And Iâm sure I can find an attorney willing to address my issues in a more forceful manner.
I have to fly on your aircraft to return to the US, but rest assured that after using SwissAir and Swiss for nearly 30 years I will NEVER fly on Swiss or Lufthansa again. When we booked our tickets the bulkhead seats for the return flight were unavailable so we settled for the extra leg room seats with the understanding that we could switch if the bulkhead became available. After this experience Iâm afraid to attempt any changes for fear that Iâll wind up with the reservation being canceled.
