Swissport International
reviews and complaints

Paper work was not with runner and waited over an hour for supervisor to find runner whom forgot paper work. These dogs have not eaten or drank and urinated all over them selves. Screaming and under stress! This is so ugly and inhuman while screaming for help. Then they dare charge a fee for their service are you [censored]ing kidding me!

Staffing failure has led to extremely lengthy delays fir hundreds of families

Diabolical in a modern airport when trying to get people gang again

My £1500 electric wheelchair was put on the baggage belt and it damaged disgusting ! On way back flight going there was treat with respect and brought to the moving bridge for me getting off this time apparently 8 baggage handlers were on strike or walked off at Newcastle airport no wheel chair in in moving tunnel for me no one could believe it could be on baggage belt but it was

I am writing to you, to complain about the lack of professionalism shown by your passenger service agent Nassim who worked for swissport at the service desk in Marakecch airport.

We had queued up for some time at the the airport and when we reached the front desk to print out boarding passes as is the usual system for most airports. We was told we had to print our boarding passes elsewhere and Nassim pointed towards the other end of the terminal and gave no clue as to where he meant exactly.
We walked the length of the terminal to another check in desk and repeated what Nassim has told us, we clearly stated we was on a Ryanair flight and we pointed us back in the direction we had come.

On this instruction, we walked back to the Ryanair check in desk, and could see other passengers in a similar state of confusion as to where they needed to print there boarding passes.
We approached the desk once more and spoke to the colleague of Nassim and asked where exactly we was supposed to go, informing her that Nassim had point towards the other end of the terminal with no further instruction.

His female colleague informed us we needed to go to a shop which I would describe as a newsagents located beside the pharmacy and print out passes there. I'm sure this was not the intended service the airline had Intended as the shopkeeper was charging nearly £1 per sheet to print the documents and making me feel like it was some profiting arrangement between the both of them.

On returning to the desk finally with our boarding passes, we approached the desk. Nassim had told us it was "our fault" and not his that we didn't have the correct paperwork although all of our other relevant paperwork and COVID documents had been completed and were available on our phones to show.

He made more remarks, saying things like "your
Not in the UK now… this is marrakech" and "if you don't like it I can put you at the back of the queue"
He had a smirk on his face and seemed to be enjoying the level of power over everybody.

Myself and my partner thought it wise not to say a word to this unreasonable man and get our documents processed and passed on through to the airport terminal.

On all of our experiences with Ryanair We have never been met with such an unprofessional staff member. It is unlikely I'll use this service again if this is what can be expected.

on august 16th I wrote a complaint to zrh.[protected]@swissport.com and I have not received a reply nor an acknowledgement of my complaint.
See below my email .

-------------------
From: Elena Mazzario
Date: Mon, Aug 16, 2021, 12:13 PM
Subject: support team complaint
To:

attention to the supervisor

Elena Mazzario while in Switzerland
1061 Kuekue street. Via Lucino 29
Honolulu, HI [protected] Breganzona
+[protected]

Complaint for one of your customer support team Mrs. Ana

To whom it may concern:

I was flying from Honolulu to Zürich on August 11, confirmation nr: P21DJ9.
Unfortunately my flight from EWR to ZRH was cancelled and I was rerouted the next day via IAD to Zürich. With the consequence that my luggages stayed behind. As soon as I landed in Zürich I filed a lost baggage claim.

By the way, not that it matters, but I was a 1st class passenger, all passengers 1st class to Economy should be treated with respect and kindness.

On Sunday the 15th at 10:54am my sister-in-law called the number given to us +[protected], dialed for German and spoke with your customer representative.

She was so rude and kept on talking over my sister-in-law which got her more and more frustrated and upset, and would not get any satisfactory answers and she said that I was without clothes, Ana replied „This is not my fault" and hung up the phone on my sister-in-law. (As the phone calls are recorded you could listen to the conversation)

I could not believe it, so I called back and dialed for English, and I spoke with Eonela, she was so apologetic for her colleague and the situation, she was very helpful and got all the information I needed. That is how a customer support person should behave, like her very kind, nice and patient.

As I needed to know who the rude person was, I called back and pushed for German, and Ana answered, I asked her name for confirmation and asked her if she talked to my-sister-in law not too long ago about my luggage, she replied that she talks to more than thousand people a day and she could not remember, and as I talked to her, she always talked over me. So, I said to her „As you have this habit of talking over the client for sure it is you, surely you remember if you just hang up the phone to a client" and she replied „Yes" to which I said that is all I need to know and I will file a complaint against you.

I do regret that I greeted her very impolitely, but she replied: „Thank you, the same to you".

This is truly unacceptable behavior from a customer representative, of course they have to deal all day long with unhappy maybe irate clients, but they should be trained to keep their calm and be apologetic and sympathetic to the clients, NOT TALK BACK and HANG UP THE PHONE.

I think Ana should be sent back to class 101 how to deal with complaining customers and learn some manners from Eonela!

Sincerely,

Elena Mazzario

Swissport check in officers for Aeroflot flight, very rude, incompetent Bulgarian woman.She screamed and cursed passengers.Very unprofessional.

Dear Sir/Madam,

I am writing to you in relation to an incident with one of your ground staff employees in Edinburgh Airport at 14:51 on the 12.2.2019 at gate 27. I have started to travel through Edinburgh airport (and Europe) weekly due to the nature of my job and I never normally have any issues, your staff are generally very friendly and helpful. It is normally a stress free journey and your security staff are extremely efficient in comparison with other Airports I visit!

However, regrettably on this occasion I have been left in tears due to the treatment I received by this employee. The woman would not me her name, (I can only assume this was because she was so rude) however, I managed to catch her name badge before she covered it up - (C. Holdsworth/Hobson/Hodson? She is roughly 5"4, bleach blonde hair, mid 20's. )

I had been at the airport since 10am where I attended my meetings from the Aspire lounge at gate 4. I was watching the screens waiting for a gate, and then pre-boarding appeared and I started to pack up and head to gate 27. Little did I realise it was such a long way to the gate! As I picked up pace realising I was at gate 4, I checked screens as I walked. All stating go to gate, now boarding. By this time I could see gate 28 at the other end of the walkway, so I started to relax a bit. Then I heard "last call for the remaining passengers of Flybe flight BE294 to Manchester. Again, I was not worried until I looked up at the screen at gate 24-25 when all of a sudden said gate closed. There was only 1 call for last passengers and I arrived at the gate roughly 2 minutes after this to be told abruptly, "No your too late the flight is closed, we have closed off the flight."
I was initially shocked as I could see the last passengers walking down the airbridge; I explained they had only just called last passengers. The employee shrugged it off saying "Tough you're late, I've closed it 2 mins ago." I explained I appreciate she had closed the flight but to add 1 more 2 mins later to the manifest would not make much difference to her but a lot to me, as I had to collect my 2 year old daughter at the other end.

She shrugged it off, said no, and carried on filling in her forms. I asked for her name to make a complaint, to which she replied, "nah I am not giving you my name, I don't have to for data protection." I explained that this is not accurate and as she was representing Swissport I should be able to raise a complaint about her rude manner. She laughed and said no and turned her back. I said I'll have to take your picture then as I have no other way of identifying you, which she said, "get lost, you do that and I won't let you on the next flight." and once again laughed but this time waved her hand at me.

I was in utter shock at this point that someone had so little consideration for a passenger especially in her role; to then try to antagonise me by waving me away saying good luck I won't let you on the next flight haha. This will all be visible on the CCTV that is above Gate 27, I would encourage you to watch & listen to it and not just take my word for the events that occurred.

I walked back down to the Swissport desk in departures as instructed with her laughing at me. I have never felt so threatened in such a situation by a person in a customer-facing role. I explained to the duty manager the situation and burst into tears at the worry of my 2 year of daughter being left on her own with no one to collect her from nursery. The duty manager (male) on the other hand was a lot more understanding & kindly booked me on the next flight (18:45) as there are no other flights to Manchester today. The scheduled trains would get me back later than the later flight so I have had no choice but to wait for this next flight and beg my nursery to keep my daughter after hours. All because this particular employee wanted to rush to get things done at the detriment of myself. Just to reiterate, my name was never called, and the 1 call for final passengers seemed to be 'token gesture' instead of actually seeing if the passengers were on their way.

I sincerely hope Miss. H is dealt with accordingly, and I look forward to your reply. I will also put this through the Flybe website complaints procedure as advised, however I wanted to ensure that you were aware of the behaviour of the staff representing Flybe FOH.

Yours Sincerely,

Jessica Robson
[protected]

I would like to submit a complaint about ‚Alesia‘ (this is the name she gave me) manning the passport check-in desk for flight AC 879 in Zurich at ca. 8:30 on 4 February 2020. Ms. ‚Alesia' refused to speak to me in German (after I greeted her in this language) and then, instead of simply telling me I was at the wrong desk (I should have been in a particular zone, I didn't realize until I spoke to Ms. Alesia) she treated me as what I perceived to be surprisingly arrogantly. She then refused to serve me after I asked that we continue in German, my mother tongue and the local language. Other check-in agents were, in contrast, friendly and efficient, what would be expected from a traveller.

Dear sir or madam
My name is zhang ye. I checked in at counter 125 terminal 1, riyadh airport. The indian look like staff here is so rude, just point to me and yell to me loudly, after then even rob my phone and push me. That's so rude i have never seen before.
This staff seem like no fear of anything, i don't understand why so rude.
I would appreciate your attention to this matter promptly.

Yours faithfully

I am trying to find the proper Avenue to address certain matters regarding employment at swissport Trinidad and Tobago. Specifically, poor work practices contrary to the company's guidelines in fostering, management and general operation as well as employment practices contrary to the laws of the country.
As an employee of swissport I am very concerned with these practices as they are bringing the name of the company into severe disrepute and is also very demoralizing to the staff.
I am unsure of who I can take this complain to as the local management seems to be at the forefront of this problem and is supported by the regional management.
I hope for a favorable response to this complaint. Please contact me at [protected]@hotmail.com

Swiss Company
Customer Services

Subject: Complaint for inadequate service and request for reimbursement regardin
Irit Fine Sommer

1. Data
a) Name: Ms Fine Sommer Irit
b) Reservation code NDQOPR
c) Reservation number [protected]
d) Flight Number LY8852 ZUR-TLV
e) Date: 22.10.2019
f) Price paid: 1, 300 CHF

2. Background
a) The purpose of my trip was for business engagements which included 2 utmost important events.
b) Due to overbooking made by EL AL I was not allowed to board on my flight. SWISS didn't take any responsibility on me as their customer under the excuse that it was the sole responsibility of ELAL while I, as a client who bought an expensive flight ticket, was left as a victim of the agreements between SWISS and ELAL.
c) I finally managed to reach Israel only the day after late afternoon.
d) On top of all this, SWISS lost my suitcase and I finally got it just 6 days later!

3. The entire event

a) Despite of my early arrival to the airport, I was told at the check in that I was listed on Stand By due to Overbooking but that the chance of not boarding is very small. On my arrival to the boarding gate again, I was given the impression that things will be solved.
b) 2 minutes before closing the gate, I was announced that I will not be able to board this flight.
c) The answer given to me by SWISS to this distressful event was that it was all ELAL's fault for allowing over booking and confirming my reservation, and therefore SWISS is not committed towards me in any way.
d) After a long wait at the airport, and search for any possible way to reach Israel, the only flight I was given was on 23rd October - a connection flight through Belgrad (this flight raised many concerns in me but since no other better solution was found and needing to reach Israel as soon as possible, I had to agree to this option).
e) After a long wait in Switzerland and then a wait in Belgrad, I landed in Israel on the 23rd October and arrived at my Gallery late afternoon where I had to install the 20th anniversary survey exhibition of my gallery instead of in two regular business days in one "white night" and the following morning. (An exhibition where the entire Israeli artscene including directors of museums, collectors, journalists and guests from Israel and abroad were invited to).

Suitcase Saga
a. Not only that I had to experience the non boarding event, a new frustrating saga had just begun - my suitcase got lost.
b. Once the groundstaff rebooked me on the flight through Belgrad, I was supposed to pick up my suitcase from Belt 21, but there they already took down my suitcase to their night storage. As this storage was already closed overnight, they told me to come at 5am the next day when they reopen in order to take my suitcase.
c. Very early next day (5 AM) I came to the aiport to be able to find my suitcase and board on time to my flight to Belgrad (leaving at 06.55), but then again another disappointment - Swissport storage was closed and will open up only at 6.30 Am and I realize once more that the whole treatment and the information I was given by SWISS staff were poor and not helping their customer at all!
d. Despite all this, I now need to hurry and run about all over the aiport in order to assure my suitcase will be found and sent on the first flight possible to Israel. I especially contacted a SWISS Supervisor about this case!
e. But the saga did not end on my arrival to Tel-Aviv, but only continues - no suitcase of mine is arriving.
f. Instead of devoting myself now to organize my big event, I am now forced to continue and search for my suitcase with the "Lost & Found" department on Ben Gurion Air Port. Immediately after my landing, I sent an e-mail to the "Lost & Found", in addition to sending them fax and trying to reach them on the phone, but again I was told that my suitcase had not been found yet, and that I will be notified once it will. Eventually, I haven't heard from them during my whole stay.
g. Only on Monday October 28th - I am finally getting my suitcase, ALL DAMAGED, 10 minutes prior to taking the taxi back to the aiport to board back to Zurich.

Can you imagine what levels of stress and mental pressure I had to go through?
Not only did I arrive the following day of a very short and intensive business trip, not only did I have to miss out on one of the two business events I was involved with and planned this trip for, I also didn't have any clothes or any of my personal belongings with me while hosting guests from abroad, attending fancy dinners and events and returning back home sick and bruised!

I want SWISS to take responsibility of their customers!
I want SWISS to take responsibility of the worst treatment ever from your staff.
I want SWISS to take responsibility of all the financial damage caused to me and my company for arriving only the next business day late afternoon and all its implications with the huge event we had.
I want SWISS to take responsibility for losing my suitcase and returning it to me after 6 days only.
I want SWISS to take responsibility for damaging my suitcase and all the content with it.

The full compensation I expect for this event is $7500 for the direct damage (all invoices can be supplied) and $5000 for a personal compensation.

Looking forward to receiving your reply asap.
Best Regards,
Irit Fine Sommer

Swiss Company
Customer Services

Subject: Complaint for inadequate service and request for reimbursement regardin
Irit Fine Sommer

1. Data
a) Name: Ms Fine Sommer Irit
b) Reservation code NDQOPR
c) Reservation number [protected]
d) Flight Number LY8852 ZUR-TLV
e) Date: 22.10.2019
f) Price paid: 1, 300 CHF

2. Background
a) The purpose of my trip was for business engagements which included 2 utmost important events.
b) Due to overbooking made by EL AL I was not allowed to board on my flight. SWISS didn't take any responsibility on me as their customer under the excuse that it was the sole responsibility of ELAL while I, as a client who bought an expensive flight ticket, was left as a victim of the agreements between SWISS and ELAL.
c) I finally managed to reach Israel only the day after late afternoon.
d) On top of all this, SWISS lost my suitcase and I finally got it just 6 days later!

3. The entire event

a) Despite of my early arrival to the airport, I was told at the check in that I was listed on Stand By due to Overbooking but that the chance of not boarding is very small. On my arrival to the boarding gate again, I was given the impression that things will be solved.
b) 2 minutes before closing the gate, I was announced that I will not be able to board this flight.
c) The answer given to me by SWISS to this distressful event was that it was all ELAL's fault for allowing over booking and confirming my reservation, and therefore SWISS is not committed towards me in any way.
d) After a long wait at the airport, and search for any possible way to reach Israel, the only flight I was given was on 23rd October - a connection flight through Belgrad (this flight raised many concerns in me but since no other better solution was found and needing to reach Israel as soon as possible, I had to agree to this option).
e) After a long wait in Switzerland and then a wait in Belgrad, I landed in Israel on the 23rd October and arrived at my Gallery late afternoon where I had to install the 20th anniversary survey exhibition of my gallery instead of in two regular business days in one "white night" and the following morning. (An exhibition where the entire Israeli artscene including directors of museums, collectors, journalists and guests from Israel and abroad were invited to).

Suitcase Saga
a. Not only that I had to experience the non boarding event, a new frustrating saga had just begun - my suitcase got lost.
b. Once the groundstaff rebooked me on the flight through Belgrad, I was supposed to pick up my suitcase from Belt 21, but there they already took down my suitcase to their night storage. As this storage was already closed overnight, they told me to come at 5am the next day when they reopen in order to take my suitcase.
c. Very early next day (5 AM) I came to the aiport to be able to find my suitcase and board on time to my flight to Belgrad (leaving at 06.55), but then again another disappointment - Swissport storage was closed and will open up only at 6.30 Am and I realize once more that the whole treatment and the information I was given by SWISS staff were poor and not helping their customer at all!
d. Despite all this, I now need to hurry and run about all over the aiport in order to assure my suitcase will be found and sent on the first flight possible to Israel. I especially contacted a SWISS Supervisor about this case!
e. But the saga did not end on my arrival to Tel-Aviv, but only continues - no suitcase of mine is arriving.
f. Instead of devoting myself now to organize my big event, I am now forced to continue and search for my suitcase with the "Lost & Found" department on Ben Gurion Air Port. Immediately after my landing, I sent an e-mail to the "Lost & Found", in addition to sending them fax and trying to reach them on the phone, but again I was told that my suitcase had not been found yet, and that I will be notified once it will. Eventually, I haven't heard from them during my whole stay.
g. Only on Monday October 28th - I am finally getting my suitcase, ALL DAMAGED, 10 minutes prior to taking the taxi back to the aiport to board back to Zurich.

Can you imagine what levels of stress and mental pressure I had to go through?
Not only did I arrive the following day of a very short and intensive business trip, not only did I have to miss out on one of the two business events I was involved with and planned this trip for, I also didn't have any clothes or any of my personal belongings with me while hosting guests from abroad, attending fancy dinners and events and returning back home sick and bruised!

I want SWISS to take responsibility of their customers!
I want SWISS to take responsibility of the worst treatment ever from your staff.
I want SWISS to take responsibility of all the financial damage caused to me and my company for arriving only the next business day late afternoon and all its implications with the huge event we had.
I want SWISS to take responsibility for losing my suitcase and returning it to me after 6 days only.
I want SWISS to take responsibility for damaging my suitcase and all the content with it.

The full compensation I expect for this event is $7500 for the direct damage (all invoices can be supplied) and $5000 for a personal compensation.

Looking forward to receiving your reply asap.
Best Regards,
Irit Fine Sommer

Dear Sir/ Madam,
I am writing my complaint to bring to your attention the unprofessional and rude behavior of Katia Kenduz, your customer service manager on Saturday, August 24 when my wife and my son were traveling from Geneva airport to Toronto in Canada.
When she was asked to come to the check-in counter by another agent to answer some of our questions regarding our bags, she showed up there after 30 minutes delay and in response to our question showed very unprofessional and rude behavior toward me and my wife in front of our 10 years old. She even continued arguing with us and speaking French to her colleague and instructing him when she was behaving weirdly as she knew that we could only speak English. Due to my job, I had lots of interaction with different individuals working for different airlines at different airports all around the world due to my job and honestly never saw such a disgusting behavior from someone especially in a company claim to be a Swiss company. I hope to hear about your actions to address this major issue in the coming days before I need to take the matter to my lawyer.
you can reach me at [protected]@gmail.com and if needed I will provide you with my phone number later.
Thank you very much for your attention.
Dr. Hamid Reza Nakhaipour

Had a flight to Dublin at 8am on 19 November 2019. Getting through security was a drag despite arriving at the airport 2 h 45 m befoe the flight. Relieved when I managed to get to the gate (41) at 7:28am despite gate closing time being 7:30am. Absolutely shocked and disgusted when myself and about 11 other passages WATCH the gate close in front of our eyes before 7:30 am by Swissport staff (50/60 y/o blonde woman) along with about 5 or 6 younger members of Swissport staff(one of them tall blonde with a pony tail and a brunette with a quiff and piles of make up, along with a plump brunette lady with piles of make-up) who sniggered and laughed at the fact that we have missed our flight.

When one lady asked the name or employee number of the rude blonde lady, to complain, we were told that they do not give out such. When they were calmly challenged, we were told we were no allowed to onboard any Ryanair flights because we called them liars! This was by far the worse airport experienced I have ever witnessed. What a shame and a disgrace that Swissport and Ryanair have such spiteful, rude, mean bullies representing them.

What was more concerning is that 7 members if Swissport staff seemingly had nothing to do that lounge around sniggering, swearing and acting like school bullies. I was ashamed both on their behalf and on behalf of Swissport and Ryanair. They are being paid to do nothing and shame both companies. It was a disgrace that all 11 (possibly 12) passengers have to re-book flights.

I believe one passenger had recorded at least part of the incident, so it may surface on social media and you will see the behaviour yourself

I had to go with another airline and spent another £160 for an alternative flight. Surely this is out of order and I should be refunded?! Not to mention that my trip was cut short unnecessarily. Looking forward to a response.

Date 03.11.2019, cancelled Ryanair flight FR8240 Bristol airport.

I arrived at the airport at 5am for a 07:20 flight with Ryanair. at 07:00 I was told that the flight was delayed. I had a 2.5hour connecting flight in Venice which gave me a lot of room for delays, so I thought. After it was delayed and again delayed and my Venice flight was going to take off before I was able to arrive so I had to make the decision to book a different flight going on a different route (the same option for Venice but later did not have any outbound flights leaving for two days). I then booked an Easy jet flight leaving later that day to Amsterdam, it still meant I had to book a hotel and overnight it in Amsterday but I would be able to start my new job the next day, just one day late.
I was told to go to pick up my luggage at the swissport counter so that I could check in on my alternative flight. I was spoken to in the most rude manner, was told that they wouldn't be taking my luggage off the flight until after 14:00 (my new flight at a cost of almost Euro 200 had a check-in deadline of 13:55). I explained that I needed my luggage and that maybe they could do something to help, give me a time, organise a more speedy procedure, apologise for the inconvenience but instead they just stared at me. I got upset and cried as I was tired and emotional and did not want to start off my new career (as a private stewardess providing 7* customer service) on the wrong foot.
They just kept saying no, nothing we can do, youre going to miss your next flight, why don't you change it again? I asked for their names to which I was told that they don't have to provide me with their names hence I took a photograph so that someone else does not get the blame for their complete lack of empathy and customer service.

I then went to the Easy Jet desk and had to pay another EUR 99 to change my new flight to a later one where fingers crossed I would have my luggage by then. I went back to Swissport to find out when and where should I be collecting my luggage when it does finally arrive. The male took a phone call while I was asking this question, I later found out that it was the information I was waiting for, my luggage was ready but he didn't relay this information, if he had (I would have been able to check in my luggage and make the earlier flight) but he didn't. He just sauntered off. I went to speak with someone at Easy Jet to see if there was anyone else I could talk to about my luggage and who would I make a complaint to about these two incompetant people.

While I was talking to their staff (very helpful I must say), the male (labelled rude person no.1) walked past me with my luggage! He obviously knew he was going to collect my luggage (along with other peoples who had now missed their cruise ship deadline) but failed to tell me or make haste so that I could board the earlier flight. I told him that he was pushing my luggage along and this is what I had been waiting for. He handed me my luggage, didn't check whether it did actually belong to me but just handed it over, no apology, nothing.

I am just so annoyed at their lack of empathy and understanding, their lack of problem solving skills or willingness to apologise or find a solution that would have helped. I also can not believe that he received information that the luggage was ready while I was standing at the desk and didn't even mention it to me.

All in all, you have two members of staff here that are doing your company and it's image no favours whatesover. With unemployment at a high, you would think that you have a great choice of selecting some really great staff who would do your company proud. Maybe some re-training about customer relations would not go amis. In the end I spent 13 hours in the airport and a gesture of goodwill is all I am looking for.

My wife and I travelling home from tenerife on 12/11/19 flight number TOM6287, my two suitcases were broken into the locks were cut off and 2 straps that had been personalised with our names had been removed, the contents of our luggage had been searched through and left open when I found them on the carousel at Cardiff airport. My wife was very upset that the gifts we bought for our grandchildren were ripped open and her makeup bag had been emptied.
Mr NIGEL BAUGH

Flight OS 0798 30th October
I was booked on flight OS794 at 21.00 got to the airport and was told that the flight had been cancelled. I was not informed about this. The ground staff passed me from pillar to post until finally getting me on the 18.10 flight. Had I not got to the airport very early I would have missed my connecting flight.
very poor service