I booked myself and my family – including two wheelchair users – in Swiss economy class from Barcelona to Zurich.
Airlines are trying their best to maximise their revenue by encouraging passengers to pay for special seats in economy. I paid £15 for each passenger to get the first row of preferred seats.
Since then the airline has cancelled these seat preferences and released them without my knowledge, reassigning us regular seats. I have had to call Swiss long-distance several times to try to remedy this. Each time Swiss acknowledges and apologises, and then reassign us back into the preferred zone.
On one of the occasions this happened, the airline assigned extra legroom seats for two passengers on a complimentary basis as a gesture of good will – only for another member of staff to cancel this.
I have written to Swiss customer service several times and not once have I had a response. I actually dread opening my booking out of fear of seeing the seats have been released again, as has been done on four occasions. The whole idea of paying upfront for the first row was an utter failure.
Suhail Kazim, Dubai