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Swiss charges exorbitant excess baggage fees, ignores complaints

Swiss charges exorbitant excess baggage fees, ignores complaints

Jan 7th, 2011, 01:08 AM
Original Poster
Join Date: Jan 2011
Posts: 2
Swiss charges exorbitant excess baggage fees, ignores complaints

I recently connected on a Swiss flight from Zurich to Paris, to catch a Malaysian Air flight to Borneo for a scuba diving trip. Malaysian Air has an allowance of 10 extra kilos for scuba equipment, so there should have been no excess baggage fees for those legs of my flights.

Swiss Air insisted in charging me their full international rate of 89 Swiss francs (about $89 US at current exchange rates) per kilo for the entire flight, $899 in excess baggage fees. When I argued with their agent about this, they said the only thing I could do is to collect the bags in Paris and recheck them with Malaysia Air, and then Swiss would only charge me their standard Europe zone tariff of 20 francs per bag ($200 total). Unfortunately I did not have enough connecting time in Paris, they only thing they could offer was to rebook me for a later flight (with their full fees for changing my ticket).

Because time was short and I was joining a tour and could not be delayed, I unfortunately had to pay the full $899. I had zero excess baggage fees on my return flights with Malaysian Air, which tells me there should have been no charge for this portion of the trip.

I sent an e-mail and a letter to Swiss insisting that they refund a minimum 669 francs (the full 889 less the 200 for the Europe zone travel on Swiss). I have not received any response to either in two months now. I just sent them a registered letter, and will post a follow up with the outcome of this.

I have found Swiss to be very unfair in their excess baggage charges, and not responsive to customer concerns. In my experience, Swiss has completely failed at their stated goal of providing personal service, in-depth quality and making me feel at home.
philip_in_zuri is offline  
Jan 7th, 2011, 04:56 AM
Join Date: Jun 2008
Posts: 12,269
Sorry for your negative experience.

If you paid with a credit card I might dispute the charge.

www.insuremytrip.com always wise for me also...

If you missed collecting your bags and rechecking

due to tight connection times and chose not to re-book

am not sure it is ALL SwissAir's fault...

But someone else got the gold mine and you got the shaft...

That is for sure... Good Luck!
qwovadis is offline  
Jan 7th, 2011, 05:02 AM
Original Poster
Join Date: Jan 2011
Posts: 2
Thanks qwovadis!
philip_in_zuri is offline  
Jan 7th, 2011, 05:15 AM
Join Date: Jun 2008
Posts: 12,269
SwissAir lost ALL my bags last time I used them

from JFK to ZUR to CAI on a Travel Dynamics Red Sea Cruise.

Was forced to live in T Shirts and had to re-buy everything

Despite many calls nothing happened until they mysteriously

showed up at my house sans electronics 4 weeks later.

No apology no money did get reimbursed a bit by my trip ins.

So things could be worse and do not feel

like the lone ranger... all the best,
qwovadis is offline  
Jan 7th, 2011, 06:00 AM
Join Date: Feb 2004
Posts: 23,074
Are all flights on the same ticket?
rkkwan is offline  
Jan 7th, 2011, 11:00 AM
Join Date: Jan 2003
Posts: 91,118
Welcome to Fodor's.
suze is offline  
Jan 9th, 2011, 12:31 AM
Join Date: Aug 2007
Posts: 24,145
Welcome to Fodors. And welcome to the excess luggage charges of European airlines. When flying European airlines, you must be very careful about weight limits, as the overage charges are obscenely expensive and they tend to be quite strict in their interpretations of the limits. Sorry you got burned, but I don't hold out much hope of a refund for you.
travelgourmet is offline  

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