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Swiss Air: Broken Wheelchair, Illegal Practice, Awful 'Support'. Dreadful.
I've been lucky that since acquiring my disability, I've still been able to travel widely. It is always a challenge in some way or another. Like the time the 'release cable' on my Batec snapped in the Dominican Republic, and I spent a day with locals creating a repair from bits out of a motorbike shop. Or being 'forgotten' three times at Manchester Airport (on one occasion, the Tui pilot actually went and found a wheelchair for me and pushed me all the way to baggage reclaim himself... ...but that's another story.) Basically, I'm able to 'get on with it', and experienced enough to plan ahead and not be too stressed when 'stuff happens'.
But Swiss Air were determined to make this trip as diabolical as possible.
Let's start at the beginning.
I booked the flights, and then used the 'on-line form' to contact their laughably named 'Disability Support Team'. I use a wheelchair but can walk short distances with two walking sticks. I use a toilet frequently when flying, so I request a seat near a toilet. This is a 'reasonable adjustment', and every other airline has accommodated this request. I also made the request via email (so I had a record). Then, a few weeks later I followed up with another email...
"Your seats have been allocated".
Good stuff. I didn't think I needed to clarify, 'where are they allocated?' I also provided them with all the information regarding the wheelchair and 'Batec' power wheel, including the certificate that confirms it is 'flight safe'.
The night before flying, I noticed the 'allocated seats' were about as far from a toilet as possible, and not an aisle seat. I contacted their 'on-line chat' and was told it was too late to re-allocate them, I'd have to ask at check-in the following day. I asked for them to reallocate my return seats and was told that would cost £80. I informed them that charging for a “reasonable adjustment” is illegal. Tough. I didn't pay this.
Check-in at Manchester were able to allocate a seat close to the lav for the long haul flight, but not the Manchester to Zurich leg, but that was manageable.
We land at Zurich. Broken wheelchair (see video & photo).
Fortunately, the frame damage was a sheared bolt. I always carry a small toolkit (and puncture repair kit), and I was able to fix the frame. Just as well I was able to do so, because I was simply dumped, with no offer of help. If I hadn't been able to repair it, I've no idea what I'd have done? The wheels are buckled, one slightly, the other very much, although they are still useable.
Okay, 'stuff happens'. Chair was repaired and rolling, albeit, like me, wonky.
Get on with it.
The Zurich check-in had no idea I was there. No information about the Batec battery. I was transitting, how could they not know I was there? And nobody able to check it, presumably because I hadn't 'checked-in' at Zurich. I was told to wait to one side while they find someone. And that was it. Eventually, the flight begins boarding. I'm still sat to one side. I spoke to the woman scanning boarding passes,
"Excuse me, what's happening?"
She snottily replied, "I don't know, what do you expect me to do?" She then literally turned her back on me.
"At minimum, I'd expect you to apologise for the delay".
Without looking round, she said "My colleague has already apologised to you".
By now, my relaxed and sunny outlook on life was taking a turn for the worse, so I'm reasonably proud that I simply growled at her back, "Nobody has spoken to me at all, let alone apologised!"
Eventually, I got onboard. Nothing else could go wrong.
Well, except for losing my suitcase! That was a sham too, with nobody to report it to. It was the last flight arrival of the day, and the airport was fast closing down. Eventually, I saw the crew, striding like peacocks. "Excuse me, we've got bags missing, who do we report it to?" Literally, without breaking stride, one of them replied "someone will be along shortly". It was another hour before we found someone to report it to.
Quick tip. When flying, if more than one of you, split your clothes and 'stuff' between the two, so you still have something. Despite this, only having half the 'stuff' for my disability was an additional stress, worrying if/when the luggage would turn up.
Return flight, I was unable to sit with my wife, as it was the only seat the check-in could move me to that was nearer a toilet. She rejoiced I'm sure.
Now the 'good bit' (HA!)
Despite repeated requests to provide it, Swiss Air resolutely refuse to give me a copy of a complaints' procedure. I've raised the dreadful service with them, including the illegal refusal of a reasonable adjustment and charging a disabled passenger [EC Regulation 1107/2006, Articles 3, 7 & 14.] but they refuse to pass it beyond an operative on their 'customer support' team. They simply say they've reviewed my comments and can do nothing else. Still no 'Complaints Process' and no explanation as to 'why' they are not taking it further.
And trying to claim for the broken wheelchair, their website page crashes. I've tried different browsers on different computers on different days.
I asked for 'support' and was told to contact their IT...
I contacted their IT who told me to contact 'support'...
Since this happened to me, I've looked into Swiss Air and found their reputation is dreadful. They refuse compensation that they are legally required to provide and (as I'm finding) make it incredibly difficult to make a claim in the first place. Lost luggage is a frequent occurrence (a family of four on my flight lost everything and a guy who was catching a cruise the following day had one missing bag). One story I read, a visually impaired woman who was transiting via Zurich, was refused support at the airport, because Swiss Air said they had no responsibility for her once on the ground, as she could walk! The fact that she had no idea 'where' to walk to, what with being unable to read signage, was irrelevant to them.
They are an utter shambles of a company. AVOID, especially so if you are new to travelling as a disabled passenger. It is rarely easy at best times, but this was inexcusably difficult and would destroy the confidence of someone who was new to the experience.
I've now made a Subject Access Request and once it has been provided, I will complain to the Swiss & UK Civil Aviation. I'm still being 'bounced' regarding the compensation claim.
Incidentally, to offer some balance, I will write a review of RyanAir out of Liverpool. Despite their reputation, they are the best airline I've ever flown with as a wheelchair user.
I've been lucky that since acquiring my disability, I've still been able to travel widely. It is always a challenge in some way or another. Like the time the 'release cable' on my Batec snapped in the Dominican Republic, and I spent a day with locals creating a repair from bits out of a motorbike shop. Or being 'forgotten' three times at Manchester Airport (on one occasion, the Tui pilot actually went and found a wheelchair for me and pushed me all the way to baggage reclaim himself... ...but that's another story.) Basically, I'm able to 'get on with it', and experienced enough to plan ahead and not be too stressed when 'stuff happens'.
But Swiss Air were determined to make this trip as diabolical as possible.
Let's start at the beginning.
I booked the flights, and then used the 'on-line form' to contact their laughably named 'Disability Support Team'. I use a wheelchair but can walk short distances with two walking sticks. I use a toilet frequently when flying, so I request a seat near a toilet. This is a 'reasonable adjustment', and every other airline has accommodated this request. I also made the request via email (so I had a record). Then, a few weeks later I followed up with another email...
"Your seats have been allocated".
Good stuff. I didn't think I needed to clarify, 'where are they allocated?' I also provided them with all the information regarding the wheelchair and 'Batec' power wheel, including the certificate that confirms it is 'flight safe'.
The night before flying, I noticed the 'allocated seats' were about as far from a toilet as possible, and not an aisle seat. I contacted their 'on-line chat' and was told it was too late to re-allocate them, I'd have to ask at check-in the following day. I asked for them to reallocate my return seats and was told that would cost £80. I informed them that charging for a “reasonable adjustment” is illegal. Tough. I didn't pay this.
Check-in at Manchester were able to allocate a seat close to the lav for the long haul flight, but not the Manchester to Zurich leg, but that was manageable.
We land at Zurich. Broken wheelchair (see video & photo).
Fortunately, the frame damage was a sheared bolt. I always carry a small toolkit (and puncture repair kit), and I was able to fix the frame. Just as well I was able to do so, because I was simply dumped, with no offer of help. If I hadn't been able to repair it, I've no idea what I'd have done? The wheels are buckled, one slightly, the other very much, although they are still useable.
Okay, 'stuff happens'. Chair was repaired and rolling, albeit, like me, wonky.
Get on with it.
The Zurich check-in had no idea I was there. No information about the Batec battery. I was transitting, how could they not know I was there? And nobody able to check it, presumably because I hadn't 'checked-in' at Zurich. I was told to wait to one side while they find someone. And that was it. Eventually, the flight begins boarding. I'm still sat to one side. I spoke to the woman scanning boarding passes,
"Excuse me, what's happening?"
She snottily replied, "I don't know, what do you expect me to do?" She then literally turned her back on me.
"At minimum, I'd expect you to apologise for the delay".
Without looking round, she said "My colleague has already apologised to you".
By now, my relaxed and sunny outlook on life was taking a turn for the worse, so I'm reasonably proud that I simply growled at her back, "Nobody has spoken to me at all, let alone apologised!"
Eventually, I got onboard. Nothing else could go wrong.
Well, except for losing my suitcase! That was a sham too, with nobody to report it to. It was the last flight arrival of the day, and the airport was fast closing down. Eventually, I saw the crew, striding like peacocks. "Excuse me, we've got bags missing, who do we report it to?" Literally, without breaking stride, one of them replied "someone will be along shortly". It was another hour before we found someone to report it to.
Quick tip. When flying, if more than one of you, split your clothes and 'stuff' between the two, so you still have something. Despite this, only having half the 'stuff' for my disability was an additional stress, worrying if/when the luggage would turn up.
Return flight, I was unable to sit with my wife, as it was the only seat the check-in could move me to that was nearer a toilet. She rejoiced I'm sure.
Now the 'good bit' (HA!)
Despite repeated requests to provide it, Swiss Air resolutely refuse to give me a copy of a complaints' procedure. I've raised the dreadful service with them, including the illegal refusal of a reasonable adjustment and charging a disabled passenger [EC Regulation 1107/2006, Articles 3, 7 & 14.] but they refuse to pass it beyond an operative on their 'customer support' team. They simply say they've reviewed my comments and can do nothing else. Still no 'Complaints Process' and no explanation as to 'why' they are not taking it further.
And trying to claim for the broken wheelchair, their website page crashes. I've tried different browsers on different computers on different days.
I asked for 'support' and was told to contact their IT...
I contacted their IT who told me to contact 'support'...
Since this happened to me, I've looked into Swiss Air and found their reputation is dreadful. They refuse compensation that they are legally required to provide and (as I'm finding) make it incredibly difficult to make a claim in the first place. Lost luggage is a frequent occurrence (a family of four on my flight lost everything and a guy who was catching a cruise the following day had one missing bag). One story I read, a visually impaired woman who was transiting via Zurich, was refused support at the airport, because Swiss Air said they had no responsibility for her once on the ground, as she could walk! The fact that she had no idea 'where' to walk to, what with being unable to read signage, was irrelevant to them.
They are an utter shambles of a company. AVOID, especially so if you are new to travelling as a disabled passenger. It is rarely easy at best times, but this was inexcusably difficult and would destroy the confidence of someone who was new to the experience.
I've now made a Subject Access Request and once it has been provided, I will complain to the Swiss & UK Civil Aviation. I'm still being 'bounced' regarding the compensation claim.
Incidentally, to offer some balance, I will write a review of RyanAir out of Liverpool. Despite their reputation, they are the best airline I've ever flown with as a wheelchair user.
For additional detailed accessibility information, please contact: customer.relations@swiss.com
