ASK LUCKY (and each other)

Have a travel related question? Post it here, and I’ll do my best to answer it as quickly as possible.

Anyone can post a question, but you'll get the most benefit from registering to join our forum. You'll be able to see when your question is answered, and like comments from other users.

This space is intended to be more of a community as well, so feel free to jump in and share tips!

Thanks for reading!


Unreasonable policy from Swiss

Discussion in 'questions. answers. conversations.' started by Adam in Basel, May 28, 2020.

  1. Adam in Basel

    Adam in Basel Reader

    Good afternoon!

    I have followed your blog for a while and I wanted to reach out to please ask for any insight or guidance you might be able to share on an issue I am having with Swiss.

    I have a round trip ticket on Swiss from ZRH to SFO (July 8 – Aug 5). I initially purchased an economy ticket for this business trip and expensed it through my employer (they only reimburse the cost of an economy fare). At my own expense, I upgraded both the outbound and inbound flights. The costs was around 1800 USD for both upgrades (not bad!).

    My business trip is cancelled, the clients I was going to see in NC and NJ are all working from home now, and my home office in SF is closed likely through the end of the year.

    I called Swiss to rebook and they told me that because my flight has not been cancelled, I can re-book but only based on the originally economy fare. I would forfeit the money paid for the upgrades. I completely understand this under normal circumstances, however, on their website, their current re-booking policy states “You can rebook your flight once free of charge, regardless of the terms and conditions of the originally purchased ticket..”

    I guess they can argue the upgrades were not part of the originally purchased ticket? This just feels very very wrong to me. I am not asking for a refund, I just want to retain the credit when I re-book.

    Do you have any advice on who I can address this with? I have called and the Service Rep could not have cared less. I wrote via Facebook and got a canned response. I cannot find an email address to send a formal complaint to?

    Any insight / ideas on how / where to address this would be most appreciated! I also appreciate your take on this, if you think my complaining is a waste of time and the money is just gone if I re-book/the flight does not end up being cancelled?

    Thank you for any insight you might have.
  2. Gaurav

    Gaurav Well-Known Member

    Likes Received:
    I would look up Swiss higher level contacts on and see if they can assist. I wouldn't hold my breath on Swiss though.