Octopussy2
7th Sep 2011, 07:13
First, in the case this stops anyone getting caught out: for tickets booked after 1 August 2011, Swiss are charging Euros 50 (GBP 44) for a second checked-in bag even if the combined weight of bags is less than the 23 kg limit.
I got caught out with this yesterday at LCY - to me, given that the weight of both bags together was within my allowance, I couldn't believe they were charging - perhaps I'm naive, I thought this was something only low-cost airlines did.
But I was having a bad day with them generally (now for the rant). I was on yesterday's 1840 flight LCY-GVA (LX 447); when the hostess came round with the trolley, I asked for a red wine and a Coke. She gave me the wine and then served the people across the aisle; when she'd finished, I politely reminded her about the Coke, which provoked the response "The flight is bumpy and I need to serve everybody. If everyone asked for 2 drinks, I wouldn't get to the end" in a tone you would expect from a particularly supercilious primary school teacher addressing a naughty 6-year-old. Of course, being a typical Brit, my kneejerk response was to apologise for having troubled her! But a few minutes later, the lady next to me exclaimed "That was SO rude! They have no idea about customer service. I'm tempted to call her back and ask for something else, just to see what would happen..."
I know it's trivial, but I'm still cross the next day. If I'd managed to see her name I'd have dropped Swiss a line suggesting she might benefit from some further customer training, but I didn't, so I'm reduced to ranting on Pprune. I'm just intrigued how some people in customer-facing roles make it through an entire career (this lady was in her fifties) apparently without the key skills necessary for the job. Do their line managers simply not notice?
Anyway, I feel better for that...
I got caught out with this yesterday at LCY - to me, given that the weight of both bags together was within my allowance, I couldn't believe they were charging - perhaps I'm naive, I thought this was something only low-cost airlines did.
But I was having a bad day with them generally (now for the rant). I was on yesterday's 1840 flight LCY-GVA (LX 447); when the hostess came round with the trolley, I asked for a red wine and a Coke. She gave me the wine and then served the people across the aisle; when she'd finished, I politely reminded her about the Coke, which provoked the response "The flight is bumpy and I need to serve everybody. If everyone asked for 2 drinks, I wouldn't get to the end" in a tone you would expect from a particularly supercilious primary school teacher addressing a naughty 6-year-old. Of course, being a typical Brit, my kneejerk response was to apologise for having troubled her! But a few minutes later, the lady next to me exclaimed "That was SO rude! They have no idea about customer service. I'm tempted to call her back and ask for something else, just to see what would happen..."
I know it's trivial, but I'm still cross the next day. If I'd managed to see her name I'd have dropped Swiss a line suggesting she might benefit from some further customer training, but I didn't, so I'm reduced to ranting on Pprune. I'm just intrigued how some people in customer-facing roles make it through an entire career (this lady was in her fifties) apparently without the key skills necessary for the job. Do their line managers simply not notice?
Anyway, I feel better for that...