Swissport International
reviews and complaints

I am a Copa Airline passenger that vacationed to Rio De Janeiro, Brazil on Friday August 19th, 2022 & To return Panama City on Wednesday August 24,2022.

Can I express how horribly I was treated by Supervisor on Duty (RENATA) on the morning of my return to Panama city. We arrived to the airport at 9:00am to check in bags, When we were informed of the fact that since our lay over was longer than 12 hours and exceeded the time allowed in transit we would need the yellow fever vaccine. The agent that was processing my fiancé and I went to speak with her supervisor to see if there was any way they could accommodate us and if not, explore our options. Upon reaching out to her supervisor Renata, She did not allow the agent to complete her sentences without cutting her off. She was very short with both us and the agent, and to top it all off She does not speak english. With the amount of international travelers flying Copa and utilizing Swiss port this made no sense to me. Renata was very discriminating, Rude, abrasive & downright unprofessional when it came to handling our matter. We are very well travelled and this is the first time i have ever felt that i was being discriminated against, whether it was because of my skin color (black), my language (english), or my nationality(Bahamian) i do not know, but Renata did not acknowledge me nor my fiancé after telling her staff that they could not allow us to board our flight.

Before closing our flight they gave us a piece of paper with Copa airline telephone number and pointed to a phone and said “go” unbelievable! I never felt so offended nor neglected in my life. We decided to try the Copa number they gave us however the phone phone kept disconnecting. We then tried to use our translator app to communicate this to Renata however, she continued to ignore us.

It was both confusing and frustrating trying to figure out if and when we would be allowed to leave Brazil. Finally, After a successful call with the call center with Copa employees they assured us that if we took the 1am flight we would he able to make our connection we would just need to ask the supervisor to assist us with changing our tickets time at the desk. At this point the agents had already left the desk so we waited outside the staffing area and we LITERALLY stopped EVERY employee going in or out to ask if they can assist us with the necessary change, and each and every one said “one moment” went in the back got their bags and left. At this point we were in Utter disbelief. By this point we had no doubt that we were being DISCRIMINATED against.

I then made the decision to walk into the staff area and after knocking on the door a lady came to the door, we asked her to call her supervisor, she did, and Renata said something to her very forcefully in Portuguese, and refused to come to the door to acknowledge us, much less attempt to assist us. She continued to sit in her chair ate her snacks while i used my translator to see if the other lady would be able to assist with our flight change, however, she stated that she only dealt with baggage and was unable to. We went back out into the seating area and a few minutes later, Renata (the suppose to be supervisor) walked out of the office with her back pack on her back and walked pass us as if we were NOTHING or invisible.

I am honestly DISGUSTED by the fact that people still feel like its okay to treat other people like that, and even worst to have those types of people in a position of power, so much so they feel its okay to behave like this toward customers. I would hope neither Copa nor Swiss port supports discrimination of any kind, and if i am wrong please feel free to correct me. Her lack of professionalism, her pompous demeanor, and her blatant disregard and disrespect in my opinion is by any standard UNACCEPTABLE. It does not show empathy it does not show care, compassion nothing! She left us there to figure it out. After spending near $2,000 USD on a ONE WAY for the 1:25am flight that departed on Thursday 25 August, a flight that the copa reps stated that a ticket agent would be able to get us on for a change fee, I am still very DISGUSTED by this woman and the way we were discriminated against and treated.

To ensure no further complications we paid For our check bags in advance with our ticket purchase just to have a smooth transition when trying to leave Brazil on the 1.25am flight. However we had to disregard our checked bags all together when the night agent told us that we would not be able to clear immigration because we did not have yellow fever vaccine and would not be allowed to exit the terminal to get our bags. We then requested that he put our bags in transit so that they could be sent straight to our flight from panama into Nassau however he said he was unable to do so. Long story short… we were forced to discard our checked luggage and all accompanying items that could not fit in our carry on bags if we wanted to leave Brazil, which we did, so we did.

This was very appalling seeing that we had to purchase another set of tickets, we Pre checked and prepaid for bags we were not allowed to bring! This is by FAR the WORST TREATMENT WE have EVER and I wished to never have to go through something like this again. I would not wish this on my WORST ENEMY! Renata is the absolute worst! & for as many times as we have replayed this scenario in our heads, the only logical conclusion that I could came to is that because, we are two black folks is why she ignored us and treated us the way she did. Her attitude and behavior was disrespectful & distasteful, I was extremely confused as to why RENATA ignored me when I have not said or did anything wrong. Rather just trying to get back home.

I do not wish to accept a “I’m sorry on behalf of Renata” but I wish that every executive and management team that is above Renata take this into serious and careful investigations. And that she is to be held accountable for her actions. Also I am looking forward some sort of compensation following Atleast a GENUINE reply.

TOM7117 was cancelled on 020822 01:35am.

Swissport allocated my family to the NESSEBAR Bay Hotel and did not adequately inform me of the transfer arrangements back to BOURGAS Airport later that same day. As a result i made private arrangements to the airport and incurred a late check out fee from the hotel.

I flew into the Brisbane airport on Wednesday july 13th, at the baggage collection I ACCIDENTALLY took the wrong bag that was the exact same as my luggage. The person I travelled with was contacted at 2am Thursday morning advising that either myself or them had collected the wrong baggage, later Thursday it was confirmed in fact it was the pink suitcase mine that was the wrong one, at the time I was at work and had someone else confirm the name on the bag tag. I attempted to contact swissport multiple times via the number I was provided being +[protected]. Someone then contacted me from the exact same number threatening to call the police telling me I had thefted the bag when it was a confusion and being a late night flight I took what I thought was my baggage and headed home, I further explained I had lost my only transport being my car in a car crash a few weeks prior to which your staff member responded she simply did not care I needed to return the luggage before I was charged, she then proceeded to yell at me to bring the bag back so when I raised my tone in return telling her I was unable to make it in due to no transport and distance I was, we argued and rudely told me not to compare myself to her because I said I had a job to be at and I would bring the bag at my next available convenience being the Saturday. She yet again proceeded to be as rude as possible I don’t know how you let her onto your “customer care team” with her attitude!

I am writing you while I am in Eindhoven airport. My flight with Wizz Air (W6 1372) booking reference: XYGIML. Name: Manar Adi.

I am surprised with the lack of service and no food at the bar.. I have ended up paying 28 euro through my Revolut membership and I had nothing in return. I am not sure why you are charging customers if you don’t provide any services except of chairs to seat at…

On Thursday 16th June we were booked to fly out of East Midland Airport at 7.25 on Ryanair Flight FR1702. We arrived at the boarding gate where a lady called Helen was checking passports and boarding passes,however,she was stood at the desk adjacent to Gate 4 and we had been instructed to go to Gate 5. We stepped down into 5 only to be shouted at by Helen and told that we had to get into the queue that had formed. Helen was quite rude to my husband, however, whilst this seemed a little inappropriate it was her attitude and aggressive manner with other people waiting to board that was really concerning and upsetting. A large group of people of all ages attended the desk and whilst unfortunately I could not hear what Helen said to them I assume it was with the same aggression that she used towards us. However, a younger member of the group must have made some kind of retort to Helen because then in front of everyone at the gate she shouted at this young man that she would stop him from boarding the plane. Other members of the group tried to reason with Helen saying that they were going to wedding and all needed to travel but Helen was very dismissive.

Then there was a family group including 2 elderly people still sitting outside the actual gate area and Helen shouted at them asking them if they were planning to board /fly they had to come to her desk and check in immediately even though it was clear there were no seats available for the elderly members of the family. There was another incident where a group of around 4 people came to check in and Helen said that she was refusing to check them in and had they not read the information saying that they had to be there 40 minutes before and that she was refusing to let them check in. In the end the flight was delayed about 5/6 hours and I find it extremely hard that Helen was not aware that the flight was delayed when she refusing to let the group check in. I did speak to a couple of people from Swissport and also from Ryanair and they confirmed that Helen in nearly always aggressive and bullying. It is my opinion that Helen under no circumstances should be allowed to have a customer facing role within your service.

Ryanair flight FR2151 to Alicante, supposed to take off at 17.10 on 23/6/22. Swiss port ground staff failed to scan everyone’s boarding pass resulting in only half the passengers being logged on the plane, after two hours of head counting passport and boarding pass checking and even a roll call we had to disembark the plane. The attitude of the swissport staff when questioned about what went wrong was absolutely disgusting, accusing passengers of shouting when they weren’t and acting totally defensive, the leader of the team who’s name I didn’t get was particularly defensive with no acceptance of responsibility and zero customer service skills, someone who I would definitely not employ for any kind of customer facing roll.

Good morning,

Sorry for the delay in my complaint.

Myself and two work colleagues were booked on Flight KL1420, Sat 28th May, scheduled departure Birmingham 6.00 Schedule arrival Amsterdam 8.20. Ticket numbers:

Daniel Connor [protected]

Daryll Garavan [protected]

Michele Martin [protected]

We arrived at Birmingham Airport with plenty of time to make our flight, checking in at least two hours before. We then joined the immense queue for security checks. At no point, whilst in the security queue did a representative from either the airport, Swissport or KLM call for our flight. (Representatives from other airlines were walking up and down asking if there were passengers for other flights.) There were no tannoy announcements in the security area whilst we were queuing.

Due to the time taken to get through the security, Darryll and myself arrived at the boarding gate just as it was closing, Danny had rushed ahead to speak to the staff on the gate to advised them we were on our way. We were then three of eight passengers who were then denied boarding, even though the plane doors had not even closed.

Although we appreciate there are certain policies, it seems common sense did not prevail. Eight passengers (two groups of three and two individuals) cannot all be in the wrong.

There were eight passengers who made the gate within minutes of it closing, we were all denied boarding, then escorted to collect our luggage and rebook flights.

The flight was then delayed for almost two hours whilst the luggage of the eight people had to be located in the hold and returned to us.

Knowing full well that customers can be manually boarded it seem absurd that a plane full of people were kept grounded and eight people denied access when manually there could have been boarded in well less than two hours- this being the time the flight was delayed.

I am most upset by the situation as myself and two colleagues, who are equally upset, were travelling to Amsterdam to connect for a KLM flight to Nairobi to volunteer in a school for the children who live in poverty.

Due to the complete chaos within the Airport, security and being denied boarding I feels myself, and two work colleagues should be compensated as we had no control over the situation, and feel Swissport are much to blame for the chaos at Birmingham Airport on the day.

I look forward to hearing for you.

Kind regards,

Michele Clark (MARTIN)

On May 30th I took RyanAir flight FR812 from Dublin to Edinburgh. I got confused and did not see the baggage carousel and went through to the exit area where I was not allowed back to get my bags. I filed a manual report with Swissport at 8:00am that morning and was told someone would likely contact me in the afternoon because they were short staffed and could not get the bags for me at at that time. They gave me a number and an email address to call if I didn’t hear from anyone. I called 20 times that day and at no point did a person answer the phone. I left 3 or 4 voicemails and 1 email. No one responded. It’s not 9:15pm, after the offices close for the day. I have no idea if anyone found my bags and no one has called me to let me know the status. This is completely unacceptable to fail to communicate at all and I am furious at the lack of customer service I’ve received. Please get in touch with me ASAP regarding my bags.

We booked this airline as our flight home from our long awaited trip to Spain. We check up on the rules to the best of our ability but were still denied boarding due to not having a negative Covid test. No email or other correspondence told us that we needed a negative test the day before leaving Barcelona to fly to our layover in Casablanca. We were told to rebook, without a refund, and that it would be almost $800 per ticket to do so! I am beyond livid with this. We aren't billionaires or anything. We saved for this trip for a year, nickel and diming everything we did. We are not even sure how we will get home. I will probably lose my job over this and then things will spiral down from there. We can't even get ahold of someone to appeal our case. All of the phone numbers for straight to voicemail or aren't connected. If I had read some of the reviews on here I never would have booked this airline. We tried to talk with the local person here at the airport, but they were absolutely no help at all. They gave me a bunch of phone numbers that didn't work.

I got hired had to wait an entire month then when I did start I did the online classes for a whole week then worked a whole week and wasn’t paid for neither when I text the GM he responded back saying I should’ve been paid and he will get back and never did he reads and ignore text this company is horrible as a company things really need to be done better

Everyone has responsibilities so if I work I deserve to get paid

bonjour,

je tiens tout d'abord à vous confirmer que c'est la première fois et je pense la dernière fois où je dois introduire une plainte envers une personne.

Je me suis présentée avec ma famille pour l'enregristrement du vol FR 8082 de FEZ vers CHARLEROI numéro de réservation EGFKYX

J'avais un bagage de 20kg à enregistrer, l'agent était normal et fait son travail sans problème à ce sujet là, je suis hônnete jusque là tout vas bien, ensuite il me fait remarquer que ma valise est un peu endommagé et que je devais absolument la faire recouvrir d'un film. Sincèrement je lui dit c'est pas grave vous pouvez l'enregistrer telle quelle, je sais qu'il y a ce petit dommage sur la valise. Encore une fois jusqu'ici l'agent fait son travail, j'insiste gentillement en indiquant que je n'ai pas de quoi faire filmer ma valise, comment je peux faire.

il repousse ma valise vers moi et tourne sa tête, ok je lui dis à nouveau de m'aider.

Il se retourne vers moi et se penche et en me regardant dans le yeux me dit en marocain : enerves toi, enerves toi ...

Je lui dis vous êtes sérieux là, il me dit à nouveau en marocain:

vas y crie, vas y crie...

Là je me suis senti vraiment mal, j'ai vraiment fait un effort surhumain pour ne pas m'emporter, car sa réaction était incompréhensible. Calmement je lui dis non je ne vais pas m'énerver ni crier car je ne comprenais pas son objectif.

Ensuite il a continuer à parler à utiliser des mots qui ne se disent pas aux clients ou passager, mon mari est arrivé et idem il a manqué de respect et donc j'ai demandé à voir son supérieur. Je pense qu'il a d'ailleurs fait un rapport l'agent en question est Mr ABDELFETAH ESSAD.

Pour terminer nous nous rendons vers l'embarquement et un policier fait remarquer que mon mari n'est pas enregistré sur le vol, donc retour vers le desk et effectivement son collègue constate qu'il n'avait pas enregistré mon mari. je suis à la base agent de voyage depuis près de 27 ans, je sais combien il est difficile de gérer l'humain dans des situations difficiles, annulation de vol, overbooking, catastrophe naturel etc... Mais là un tel manque de respect c'est juste pas excusable.

I want to make a complaint about 3 staff members for Swissport. I was refused entry onto a flight from Liverpool to Alicante on Friday 29 April 2022 as my passport had apparently expired due to post Brexit rule change. My passport does not expire until 23 March 2023 (11 months from travel date). The staff was short and dismissive and caused serious anxiety/embarrassment for myself. Instead of pulling me to one side to explain the situation they dismissed me and told me that I should have read the ‘press’? To understand rule change. When I asked for their names they refused to give me their full name? The manager was called Margaret (surname unknown). Other staff was Lucy and Alison who were also dismissive. I’m disgusted by the way I was treated and plan to take the complaint further

Yes I was informed that I was hired for a Cargo Assistant on April 9th 2022 and was told to bring my birth certificate to location

44965 Aviation Dr Ste.200 Sterling VA 20166 So I tried to get in response and furthermore information through Human Resources Jenny Choi on April 11th but was very disappointed upon being rudely hung up when I tried to retrieving information

I also reach out to her through email but no response. I was informed by her that I would be contacted early prior to this disruptive behavior.

I'm being hired for Cargo Assistant at Dulles National Airport my background check was cleared my drug screen was cleared and just was told to bring my birth certificate for badge

Please contact me at my phone number [protected] or email [protected]@gmail.com

Thank you so much

Hello, I was refused boarding by two of your boarding agents on my flight from Glasgow to London luton on the 4th April 22.20.45. I was denied boarding at the gate because of a medical exemption and then the police were called. I have already instructed a solicitor for discrimnation under the equalities act. I contacted easyJet in advance about my exemption and it was honoured. Both agents refused to give there names. Please treat this as too priority. I was stranded in the airport and then needed to pay for a train home. I had everything I needed to board the plane. I will be reused big airport cameras and audio to be used as evidence. Police told us this was a civil matter.

We arrived to terminal 3 at Manchester airport on 2nd April 2022 on a Ryan air flight from tenerife at 5:15 pm. We waited for two hours to get our luggage after arriving at Manchester airport in terminal three. Only once somebody stopped a member of staff from Swiss port and asked them, we’re we told that our bags were still on the plane and there are no staff to bring them to the belt. We were given a letter telling us to go home and they will post the luggage. However there were many suitcases dumped around the terminal from flights the previous day! How do we know ours won’t be left around for somebody to take? The lette advised us to go to the global baggage solutions desk, we asked where this was and the member of staff said it was closed and there was zero members of staff in the airport who could help, this is the worst customer service I have ever experienced. We had to go home with no cases or personal belongings because we were told we will not get them tonight. Parents with young children couldn’t drive home because they were waiting for a car seat. We have been given no instruction and no reference number to even log the lost cases with the carrier!

Whilst queuing to board our flight from Sofia airport on 24th Feb to BHX a couple in front of us became embroiled in an argument with the boarding staff. The argument lasted a period of time and when it finally came to a close we stepped forward to board to be told we were no longer able to board the flight as boarding was closed. We were checked in and in the line to board in time, we are visible on CCTV waiting in the queue before final call or anything of that nature. On speaking to RyanAir they stated their policy and procedure is that a boarding gate will not be closed whilst passengers are in the line waiting. We were still refused and then offered no alternative route home. We had to find and pay for a flight. Our only option was to fly to a different airport than we had flown out of.

Good Afternoon,

This is the second time I've complained and so rudely got no reply from my first .

I like to make an official complaint regarding your Supervisor that supervised the Ryanair flight Fr3152 to tenerife south on the morning of the 18th Dec.

I came early 5.05am because we had a problem with our flights as it had been mistakenly changed so we arrived early so we had enough time to sort the problem out before the flight left.

While explaining our situation to the lady she was very rude serving other people and walking away several times also making phone calls.I thought over 1 1/4 hours was enough time to phone Ryanair and swap the flights bck. She was totally unhelpful basically bullied me into buying another flight which was absolutely extortionate price or miss the plane

.

I suffer from Cardiomyopathy an heart condition which all this stress didn't help.

After speaking with Ryanair now because the flight left and had no help from your Supervisor to swap the flights back. With Ryanair it has jow cost me £117.99 on top of the £300.96 outbound so intotal it cost me £472.95 . Further to this I also lost £283 that I'd mistakenly changed.

Speaking to Ryanair now said it was 10 minutes phone call t9 sort this out which would have been 6.10 which would have left me 1hr 15 to catch my flight. Looking at jet 2 desk their was 3 members of staff helping people out. Your desk next to theirs was unmanned nobody their. Also your Ryanair desk in the checking in was also closed shutters down I actually had to speak to the supervisor on the checking in desk.

I find this totally unacceptable and very and distressing experience would like to see what swissport gunna do about this.

Kind regards Mark

We arrived in Manchester airport on flight FR6839 at 3:45pm on Sunday the 20th of February 2022.

We were not able to collect our luggage until 5:45pm due to an unspecified delay caused by swissport.

This is a 2 hour delay to our journey to which swissport is directly responsible for.

Since my 60 year old mother is not so mobile and also has a disability of 30%, we have for a high punctuality for the flight to Helsinki on 04 January 2022 at 9:00 extra spent the night in the airport BER. Despite previous online check-in and no check-in of any luggage, we then intentionally went over-punctual at the check-in switch for Finnair at 7:15 am to show our valid travel and health documents. The check-in was handled by Swiss Port staff.

Here we came to the counter to a Turkish lady with blond hair. She completely ignored us for about 3-5 minutes, because she was talking to a colleague, who later processed the boarding at the gate. After enough jokes, conversations and laughter between the two, she finally turned to us and looked at us.

At her request, we presented our convalescent ID (less than 6 moante) including negative test proof. At the beginning she said okay and issued us the boarding cards. After that she changed her mind and took away our boarding passes again and tore them. The reason for this was that one would only need an additional vaccination and we did not have this and therefore were not allowed to fly.

I pointed out the regulations to her and also showed various proofs that genesen < 6 months with test is sufficient. These she rejected all and said in an aggressive and loud tone that she does not care and sees in her bilschirm a vaccination card as necessary and therefore under no circumstances allows us to board. I asked her to tell me where she got this information, since it was nowhere to be found by me.

In the end she told me to look at her screen, take a screenshot and read from a distance that she was right. I did this and found out that her monitor also shows exactly the same thing that I claimed all the time.

Thereupon I told her that also her monitor proves that an entry is allowed. Further in the aggressive tone she meant, I would understand the text wrongly and a vaccination is urgently necessary despite recovered

Hi we were due to fly on a short trip from Belfast international last night Sunday 28th November at 6.40 departure time... we had a delay due to technical issues at Liverpool which resulted in the plane before us and us being delayed for 5 hours.. in this time e were constantly told to go to gates and there was no staff available at all.. we had no updates from staff it was as if we were just dumped! A little bit of communication would have been better... this was my first flight by easy jet and my last! For such a short flight was a nightmare! And the vouchers you issued of which we didn't bother to get ere for 3.00 of which nothing in the airport is available for 3.00! And to top it off everywhere shut! Leaving us with nothing ... your staff when they did turnup at the gate when we finally got called just didn't say boo. No explanation or nothing it was down to captain telling us technical issues .. absolutely apphaulibg service take out money and leave us to fend and guess what's happening