Business Traveller - - YOUR LETTERS -

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

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