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DearSwiss airline,
I am writing to express my profound disappointment and frustration with my recent travel experience with Swiss Airline on the flights from Manchester to Dubai and Dubai to Manchester via Zurich.
My journey, which should have been smooth and efficient, was marred by multiple delays and a complete lack of customer service support. I am writing to express my dissatisfaction with your service and to request compensation for the inconvenience and distress caused by your flight delays.
I booked a round trip flight from Manchester to Dubai with your airline, with the following details: Flight number: LX LX0391 / LX0242 Departure date and time: 12 September 2023, Arrival date and time: 12 September 2023, 8:00 PM Flight in Zurich missed due to delays by Swiss Air – Booked onto Emirates Airline after insisting I only had hand luggage – Delay 3.30 minutes Return flight number: LX LX0243 / LX0390 Departure date and time: 26 September 2023, Arrival date and time: 26 September 2023, 6:00 PM Connecting flight number: LX0390 (one of the engines did not work) DELAY 11.00 minutes Arrival date and time: 26 September 2023, 7:30 PM OnSeptember 12, my flight from Manchester to Dubai was delayed by 3 hours, causing me to miss my connecting flight. I was then rebooked on another flight,which was also delayed by 3 hours. On September 26, myflight from Dubai to Manchester experienced a delay of over 11 hours due to a problem with the left engine. Moreover,I received no assistance or information from your staff on what to do, where togo, who to speak to, or the next steps concerning the delays. I was left stranded and confused at the airports, with no guidance or support from your airline. There was no one waiting inside the airport to advice or direct us to the appropriate terminal or that we needed to change our flight tickets, that we had to go via a internal train, which platforms we had to goto, who we needed to speak with, how long the process would take – no one was thereto help ! This was not only frustrating and stressful, but also detrimental to my health. I suffer from sleep apnea, restless leg syndrome, and a recent clot in my lung, among other health conditions. The long delays and the lack of proper care aggravated my symptoms and put me at risk of serious complications. I was for unfortunate that I did not have had to seek medical attention and pay for extra medication and treatment as a result of your negligence. According to the EU Regulation261/20041, I am entitled to compensation for the flight delays and the denial of boarding that I experienced. The regulation specifies that the compensation amount depends on the distance of the journey, as follows2: €250 for flights shorter than 1500 km €400 for flights between 1500 km and 3500 km €600 for flights longer than 3500 km As my flights were longer than 3500 km, I claim €600 for each delayed flight, which amounts to a total of €1200. In addition, I claim reimbursement for the medical health condition that I incurred due to your flight delays. In light of the aforementioned issues, I kindly request the following: A thorough investigation into the incidents described to prevent a recurrence. An apology for the inconvenience and distress caused during my journey. Appropriate compensation, reimbursement, medical health concerning injury, goodwill gesture, whether in the form of travel vouchers, mileage credit, or another suitable arrangement. I am hopeful that Swiss Airlines will take my feedback seriously and address these matters in a timely and satisfactory manner. I would appreciate a response to this complaint within14 days to confirm that my concerns are being addressed. If you fail to do so, I will take legal action and taking this to social media and report you to the relevant authorities. Please consider this email as an opportunity to demonstrate Swiss Airlines' commitment to customer satisfaction and continuous improvement. I believe that resolving these issues will only strengthen the trust and loyalty that passengers have in your airline. Thank you for your attention to this matter. I look forward to a prompt resolution and a more pleasant travel experience with Swiss Airlines in the future.
See attached ticket details.
Sincerely, Mohammed Ayub Ismail
