Dear Swiss Air
This is the last file we reopened since you have decided to close all previous file with no follow up since June 3
Subject: Urgent Follow-Up on Unresolved Compensation for Flight Disruptions –
and Cases being cancelled.
Good Day again Swiss air CS Team,
I hope this message finds you well. I am writing to express my ongoing dissatisfaction and
frustration regarding the compensation process for the disrupted flights involving my
mother and brother. This is now the 5
th time I am reaching out concerning this matter, and
I must emphasize that the resolution provided so far has been completely unsatisfactory
and totally ignored.
The details of the previous cases are as follows:
1. Case 2407-LX-13039-F001/F002: We were initially informed that you would refund us
35euros, but we never received an update. And we wrote an email that we were not
satisfied for your team in Switzerland for not providing a hotel or meal voucher for my
mother and brother, and therefore expect the refund of 600euros per person.
Refunding a 35euros - does not reflect the inconvenience caused to my family. I have
previously raised my concerns about this refund, and I still do not agree with it.
2. Case 2412-LX-05193: this case was closed with no acknowledgement.
3. Case 2502-LX-02200: no response
4. Case 2407-LX-26794: close with no response
5. Case 2409-LX-15927: Unfortunately, this request was completely ignored. The lack of
response is highly disappointing and shows a complete disregard for the inconvenience
my family faced due to the travel disruption. (this request was sent on Sept 25 2024 and
up until today zero response or no update of compensation.
As per EU Regulation 261/2004, entitles passengers to 600 euros in compensation for
delays of over three hours, I request that you process the full compensation owed to each
passenger involved in this disruption.
The delay caused significant distress, including my family members being forced to sleep
at the airport without any support or assistance. This treatment is far below the standard
of service I would expect from your airline, and it has had a lasting negative impact on
their travel experience.
I urge you to resolve this matter promptly and ensure that the proper compensation is
issued. If this issue is not addressed within a reasonable timeframe, I will have no choice
but to pursue further legal action to obtain the compensation my family is entitled to
under EU law.
Please find with all the attachment, the responses of Lufthansa, the mother company –
reassuring me that it falls under EU Regulation 261/2004,
Thank you for your prompt attention to this matter. I look forward to receiving your
response and the appropriate compensation of 600euros a person.
Kindly note that that I will keep on going with the complaint until this is resolved and
compensated for this kind of irregularities Swiss Air has gave my parents.
Kind regards,
Jen Yan Helene Keung
