OMAAT reader Isobel shared a frustrating experience with me, about getting kicked out of the SWISS First Lounge in Geneva (GVA). She asked for my take, and I think it makes for an interesting discussion, as it raises a more fundamental question about providing good customer service, rather than just following the rules to a “T.”
In this post:
Manager kicks guest out of SWISS First Lounge
Isobel is traveling on a (revenue) first class ticket from Brussels (BRU) to Seoul Incheon (ICN), via Geneva (GVA) and Zurich (ZRH). The Brussels to Geneva to Zurich segments were on one day, while the Zurich to Seoul Incheon segment was on the next day.
During her connection at Geneva Airport, Isobel proceeded to the Senator Lounge, which she was entitled to access on account of her Star Alliance Gold status. The SWISS Senator Lounge shares an entrance with the SWISS First Lounge, and she was proactively invited to use the first class section, and was even escorted into it.
The lounge has no bathrooms, so she went to use the public bathrooms, and then returned to the lounge. She placed her bags down and proceeded to get food from the buffet. While doing this, the lounge manager called her name and came up to her.
She pointed out that Isobel was only flying first class the following day, and said she wasn’t eligible to use the lounge. She instructed her to leave the lounge, and told her to go use the business lounge (despite her having Star Alliance Gold status, and actually being entitled to use the SWISS Senator Lounge).
Isobel describes this as a mortifying experience, and has filed a complaint with SWISS. She also points out how the SWISS app claimed that she’d be entitled to a limousine transfer in Geneva, when clearly that’s not accurate. She asked the lounge manager about this, and she said she’d only get a transfer in Zurich.
How out of line was the SWISS lounge manager?
There are a couple of different factors at play here. The lounge manager was correct that she wasn’t entitled to use the first class section of the lounge. At the same time, she was proactively invited into the lounge after presenting her boarding passes.
It seems highly unprofessional to invite someone into a space, and then kick them out a while later, and make them feel uncomfortable. It seems like an obsession with following the rules, rather than applying logic to a situation, which I guess isn’t too surprising for a Swiss subsidiary of a German company. 😉
It’s not like she was an economy passenger who was snuck into a first class lounge. Instead, she was a paid first class passenger, who just didn’t get access over a technicality. The professional thing to do here would’ve been to either just let it slide without saying anything, or for the lounge manager to politely explain the situation, but offer access this time as a courtesy.
Honestly, what’s the incremental cost of allowing one person in the lounge? No one — literally no one — is going to have a favorable impression when they’re kicked out of a lounge, and do you really want to actively give a first class passenger a negative impression?
I think there’s another element here that some people will likely dismiss, but that I consider to be pretty significant. Isobel describes herself as a young woman, and says she’s often profiled when flying. At check-in on this same itinerary, a Brussels Airlines staff member at the premium check-in area pointed her to the bag drop for economy without even verifying her credentials, and obviously just made an assumption.
That’s only one of many examples. The reality is that there’s a ton of profiling that happens in the airline industry. I’m not really young anymore, but when I got started in miles & points around 20 years ago, I was constantly profiled based on my age.
My point is, I can’t help but wonder to what extent this might have factored in here. Whether conscious or subconscious, there’s no denying that profiling contributes to how people are treated. Would an older German-speaking man in a suit have been treated the same way? We’ll never know, but it can’t be ruled out.
Bottom line
SWISS kicked a first class passenger out of the SWISS First Lounge Geneva. The passenger technically wasn’t entitled to access (she was on a first class ticket, but the long haul segment was only the following day), but she was also proactively invited into the lounge based on presenting her boarding pass.
Kicking someone out of a lounge isn’t a good look, if you ask me. You’d hope that lounge managers would be trained in a way where they can apply logic to a situation, and I don’t think this was the right way to handle something like this. I also can’t say I’m surprised that’s how it went down, though.
What do you make of this SWISS lounge situation?
Two things Ben.
1. The Swiss can be pretty sticky, especially in Zurich which is more German. Quite surprised this happened in the French part Geneva.
2. Europe hasn't adjusted to women in business and treating them properly.
Ever since a situation in Frankfurt Marriott and Hilton years ago, we decided to experiment and then it became our regular routine,
Mrs will check in, the account is in her name, I hang around...
Two things Ben.
1. The Swiss can be pretty sticky, especially in Zurich which is more German. Quite surprised this happened in the French part Geneva.
2. Europe hasn't adjusted to women in business and treating them properly.
Ever since a situation in Frankfurt Marriott and Hilton years ago, we decided to experiment and then it became our regular routine,
Mrs will check in, the account is in her name, I hang around the luggage instead of standing beside, as most staff would only address the man when standing besides.
Now Mrs is in charge, they have to treat her. She has Diamond, Titanium and Globalist.
In Asia, they respect her. Its funny she is still called Mr. But its ok, we understand different language protocols and english is 2nd or 3rd language.
Profiling in the airline industry is a plague..imagine had she been black?
Fly in first out of GVA regularly and you are not missing much in the “first” lounge, it’s hardly any difference to the Senator lounge. The staff are usually friendly though.
And they stopped limousine on departure after covid. You still get it on arrival (but you can probably walk faster). I really don’t get why as I’d prefer it on departure where you have to go through immigration and then hang around a departure...
Fly in first out of GVA regularly and you are not missing much in the “first” lounge, it’s hardly any difference to the Senator lounge. The staff are usually friendly though.
And they stopped limousine on departure after covid. You still get it on arrival (but you can probably walk faster). I really don’t get why as I’d prefer it on departure where you have to go through immigration and then hang around a departure hall until boarding, rather than arrival where you can just quickly walk from plane to baggage.
I suspect they don’t put much effort in GVA as soon enough, with the new aircraft deliveries, they will no longer have first class flights as it’s only JFK now and that’s going to all business.
Had almost the same with LX in ZRH.
Arrived in the evening from BKK in LX business as a SEN (SN*G) and slept near the airport.
Next morning I went to the landslide arrival lounge to grab a coffee before taking the train. Lounge dragon initially let me in, and afterwards approached me at the coffee machine that I’m actually not allowed to enter as I arrived the previous evening.
When asking if...
Had almost the same with LX in ZRH.
Arrived in the evening from BKK in LX business as a SEN (SN*G) and slept near the airport.
Next morning I went to the landslide arrival lounge to grab a coffee before taking the train. Lounge dragon initially let me in, and afterwards approached me at the coffee machine that I’m actually not allowed to enter as I arrived the previous evening.
When asking if I can still have my coffee and leave afterwards the answer was a very Swiss: “NO, I follow the rules and I hope you do too”.
I don’t fly Swiss anymore after an incident where I was flying in J and ordered kosher meals. For breakfast they presented me with a single tiny croissant and tiny piece of economy chocolate while everyone else got full meals. Complaints did nothing as the FAs just didn’t care. I hope it’s much better now but Never again for me.
That lounge manager is a complete tools. In fact the whole of Swiss management staff at GVA seem bitter and resentful to only have the odd F passenger en route to Zurich.
I had her screeching at me deliberately loud enough for everyone within 50 feet to hear after she tried to kick me out because she had no one on her printed manifest. I’ve reported her rudeness 3 times and she never seems...
That lounge manager is a complete tools. In fact the whole of Swiss management staff at GVA seem bitter and resentful to only have the odd F passenger en route to Zurich.
I had her screeching at me deliberately loud enough for everyone within 50 feet to hear after she tried to kick me out because she had no one on her printed manifest. I’ve reported her rudeness 3 times and she never seems to remember me every time. I guess we’re all just faces and she’s universally rude to everyone.
No lady, I did not buy a last minute ticket, I upgraded J-F when you dropped the price from 3,000-800CHF and regardless of your personal approval or burden it places on your workload. I am a first class passenger.
It's Switzerland. I've learned the Swiss are more concerned about following rules regardless of any customer service implications.
Well, Switzerland (e.g. government authorities) are quite lax on rules. But LX is not a Swiss airline, but a German one, 100% controlled by LH.
Tell me about a time when you won that battle, while losing the war (their potential lifetime revenues)...
If SWISS staff was indeed well-trained and smart, they would have actually taken even more care of the younger passenger - since they have a much higher likelihood of LTV vs. that hypothetical German gentleman. But, hey common sense is rare after all.
It is wrong to invite and then i kicked out.
Maybe she wasn't dressed appropriately, in beach wear?
In my experience, the Swiss are only slightly more unpleasant than Czech's.
Nairobi- Zurich, some 10-15 years ago, I am in Business Class:
Upon boarding, the boarding pass reader makes a funny noise and the light turns red: The agent promptly looks, takes another boarding pass lying on the counter and hands it to me, I have been upgraded to F.
Me: "Oh, Thank You"
The Swiss station manager standing by, NOT the lowly agent (probably subscontracted withSwissport):
"Oh, we are not doing it for you, we are overbooked in Business"
I rest my case.
Being directed to the economy bag drop is just a thing in many airports and many airlines. One time walking towards the premium check in for Finnair, the lady managing the lines asked me if I tagged my bags at the kiosks. All I could say was 'no' and keep walking, another time with BA at an out station the remark was 'You can use the kiosks' to which I could only say 'Yes, but...
Being directed to the economy bag drop is just a thing in many airports and many airlines. One time walking towards the premium check in for Finnair, the lady managing the lines asked me if I tagged my bags at the kiosks. All I could say was 'no' and keep walking, another time with BA at an out station the remark was 'You can use the kiosks' to which I could only say 'Yes, but I will not'
It is not about profiling, it is just how crappy airlines treat their customers.
Myyyyy…. some folks really have awful life issues
Oddly, same lounge similar issue, different result... many years ago: flying Lufthansa Euro Business to Munich, and connecting a couple of hours later to Asiana (star alliance) First Class.
Checked in at GVA, and given two boarding passes with SWISS branding, and headed to lounge, where I handed over both, and was invited into the First Class Lounge. 15 minutes later the rep from the desk came in to apologise and say she had...
Oddly, same lounge similar issue, different result... many years ago: flying Lufthansa Euro Business to Munich, and connecting a couple of hours later to Asiana (star alliance) First Class.
Checked in at GVA, and given two boarding passes with SWISS branding, and headed to lounge, where I handed over both, and was invited into the First Class Lounge. 15 minutes later the rep from the desk came in to apologise and say she had sent me to the wrong lounge (as I wasn't flying Swiss or Lufthansa First Class out of Munich) but I could stay put however there wouldn't be any boarding announcements. (So I stayed in the First Class Lounge, and left when it was time to board... It was empty when I arrived, and one other person came in during my time there.)
No bums allowed. SWISS has no time for discounted tickets with multiple connections. You have to originate in ZRH in order to be taken seriously .
First, this isn't surprising, as SWISS LD's seem to delight in denying access to the FCL. I've had staff refuse access to the ZRH FCL when I was flying JFK-GVA-ZRH and IAD-FRA-ZRH (both cases SEN in F) and I've had plenty of people share similar stories. In these cases it's important to ask for the MdL and be prepared to show the text of the access rules. In my experience they will eventually admit you...
First, this isn't surprising, as SWISS LD's seem to delight in denying access to the FCL. I've had staff refuse access to the ZRH FCL when I was flying JFK-GVA-ZRH and IAD-FRA-ZRH (both cases SEN in F) and I've had plenty of people share similar stories. In these cases it's important to ask for the MdL and be prepared to show the text of the access rules. In my experience they will eventually admit you after much frowning.
As for the passenger here, it's possible she was actually entitled to access the GVA FCL - the access rules are written slightly differently for ZRH and GVA but they are as follows
GVA:
SWISS First, Lufthansa First Class, HON Circle
Passengers who are using a connecting or feeder flight to their First Class flight have access to the First Class Lounges, providing they have booked First Class for their entire journey.
ZRH:
SWISS First, First Class Lufthansa and HON Circle
Access to the First Class Lounge is only available on the day of arrival/departure of your FCL flight. Exceptions are only made if the feeder flight to the First Class flight cannot be booked on the same day and the last connection is on the previous day. Arrival is always on the day of the arriving FCL flight. Access to the lounge is only granted at this time. Passengers who are not travelling until the following day have lounge access in accordance with their status or the class booked.
So, in short, she may have been entitled to access the lounge and even if not, this is simply terrible customer service.
I’ve had a bad experience with them while flying business, at a layover in Zurich. They tried to force me to check in my carry-on. I was in line to board, and they pulled me out (and no one else), to check my bag size. When I was able (admittedly with some effort) to squeeze it into the measurer, they brought out a scale and told me it was too heavy. By this point this...
I’ve had a bad experience with them while flying business, at a layover in Zurich. They tried to force me to check in my carry-on. I was in line to board, and they pulled me out (and no one else), to check my bag size. When I was able (admittedly with some effort) to squeeze it into the measurer, they brought out a scale and told me it was too heavy. By this point this was creating a bit of a spectacle as it wasn’t happening to anyone else. Then at the counter while they printed my luggage tag one of the other staffers whispered to me to ask as I boarded if I could bring it in. So I just walked into the plane with it. There were countless empty bins in business class, it wasn’t even a full plane. Completely unnecessary behavior that now makes me avoid them unless I have no other option.
Do use AI to write your posts? It reads that way
Can we change the word entitled to let’s say allowed?
Paying first class. What percentage of their passengers are that? Poor business decision, not to mention poor service decision. Did the employee that invited her in get fired?!
Mortifying. Haha, get over yourself!
The fact she was American may have been an issue . Lounges are crowded with US xredit card points earners , loud and impolite in the main
I worked in the airline industry as well for many years. Did it all from dumping lavs, ramp, gate agent, Rez Mgr, Baggage Claim Mgr, and eventually Sales. When flying AA under this same scenario I've NEVER had a problem. But UNITED???? Last year when we were flying revenue in United First from Phoenix to Newark at 11:50pm, continuing in international business class the following day. The United Club Supv in Phoenix would not let...
I worked in the airline industry as well for many years. Did it all from dumping lavs, ramp, gate agent, Rez Mgr, Baggage Claim Mgr, and eventually Sales. When flying AA under this same scenario I've NEVER had a problem. But UNITED???? Last year when we were flying revenue in United First from Phoenix to Newark at 11:50pm, continuing in international business class the following day. The United Club Supv in Phoenix would not let us access the United Club because we were not flying internationally until the next day. This was even after I called United rez to verify that we would be granted access in Phoenix, and they assured me we could. They even documented it as “an exception” in my PNR so there would be no question, but as it turned out, not so! A technicality I suppose but a really dumb rule on United’s part that is totally geared towards brand erosion.
I once took my wife and kids to the lounge in lax to get them settled before a long haul biz class flight to SYD. Our son was one and was sleeping in the baby bjorn. I had a flight back to Chicago at the same time. I literally wanted to spend five mins in the lounge getting her and the theee kids settled. I was a lowly gold and the manager wouldn’t let me...
I once took my wife and kids to the lounge in lax to get them settled before a long haul biz class flight to SYD. Our son was one and was sleeping in the baby bjorn. I had a flight back to Chicago at the same time. I literally wanted to spend five mins in the lounge getting her and the theee kids settled. I was a lowly gold and the manager wouldn’t let me in. I had to burn a lounge pass and I said “this is a joke”. Lady in line stepped out and said “yes. This is an absolute joke. United you are a joke. Terrible management”. Ha was very satisfying to have support.
I mean four passengers in biz and you want to blow up customer satisfaction for 2 mins in a lounge
I think constantly having to delete a pop up ad at the bottom of a page while reading a story a bigger problem.
Also got profiled by a fellow passenger in Abu Dhabi. My duffel bag had an American Airlines platinum tag and he gleefully told me in the elevator to the first class lounge that I wouldn’t be allowed in as that status didn’t matter. Luckily my first class ticket to Sydney did the trick
I travelled with my family in Europe a few years ago as an ana platinum from a status match. I tried to enter an LH lounge in Munich with the whole family and the lady denied us. I think when I looked up the rules later we perhaps weren’t all allowed access.
Either way the lounge manger and I had a friendly chat and she literally covered her eyes and said “everyone enter, go ahead”. Was very funny and sweet.
I've had similar situations at Geneve Aeroport, and I'm (what could now be described as) an older white male in a suit. So I'm not sure it's about profiling. I just put it down to good old Geneva culture.
Thr people in Geneva might be Swiss but they think French.
Sorry I lived 2 years in the Swiss French part and 26 y in the Swiss German part but the Swiss -French are the most stubborn ones.
What's good about it.,.
I pulled into the Noga Hilton Geneva in a Mercedes 600 SEL and was told that they only had valet parking for luxury vehicles lol. Was on business and had a suite booked for 3 nights, lake view. Was also told regular parking was full. OMFG what a nightmare. Never again.
They are Swiss nuff said
swiss suks balls
Oh boy... I’m flying them in 2 weeks and it’s going to be my first time on Swiss business class. I wonder how they’re going to treat Asians.
I don't know much about swiss but Germans are the worst so I avoid Lufthansa and not so excited about Austrian or swiss unless I have to but the occasion hasn't risen. Even the border control guys are just unnecessarily mean with very superior attitude. I hope these people find some peace. God bless them
I can attest to Swiss border control and customs officers being nasty to anyone who's not white. My most recent experience was 7 months ago.
Yes! YES!!
The SWISS we have come to know,
dislike, and avoid.
Just confirms data points.
At least - it is consistent.
A dozen years ago, was traveling with someone w/ medical equipment. Model & serial number PRE-APPROVED by Swiss Air. Get to check-in & agent inspects equipment. Serial number checks out. Model number checks out . . . except for the lone "A" at the end, which the SWISS AIR clerk left off the pre-approval. Agent: can't board. Pilot: can't board. Tickets forfeited. Never f'ing again.
Welcome to Switzerland, where one quickly gets the feeling that Germans are laid-back and frivolous by comparison.
The correct way...
Walk up to her and say... "Good morning ma'am. We made a mistake in letting you in the Fist Class lounge today. You are only eligible to use [cite rule]. This was our mistake. Please enjoy the first class lounge today on us!
(If needed... We only are bringing this up so in the future if you are denied entry despite being allowed today, you understand the rules. Again, please accept our apologies.)
This is the second-best way to handle the situation. I endorse it.
The best way is to omit the second paragraph.
It is NOT important to get credit for doing something "as a courtesy". Just do it.
It is NOT important that they "know the rules next time".
It is only important that they are delighted today.
LX, you've taken her money now show her why she shouldn't ever have a moment's regret...
This is the second-best way to handle the situation. I endorse it.
The best way is to omit the second paragraph.
It is NOT important to get credit for doing something "as a courtesy". Just do it.
It is NOT important that they "know the rules next time".
It is only important that they are delighted today.
LX, you've taken her money now show her why she shouldn't ever have a moment's regret for giving it to you. And why she shouldn't be so disappointed she writes to OMAAT.
Morons vex me.
Swiss, beeing a Spohrhansa Company, thinks oft customers as a terrible thing. Customer service is virtualy zero and I would prefer flying any other Airline if Swiss hadn't a near monopoly in Switzerland.
But, those Allegris seat!
I am fed up of women being treated better than men and expecting princess treatment just for being women.
Men are held back these days, and she just had an everyday example of how men are always treated these days.
Hank, your comments follow a pattern. As a guy, I haven't experienced what you mentioned. And, none of my guy friends have ever said they've experienced what you mentioned. I have to believe it's just you. Smile and be happy to the world and the world will smile and be happy back. Peace be with you.
I could be wrong but Hank's post reads like sarcasm. Made with tongue fully in cheek.
“I am fed up of women being treated better than men and expecting princess treatment just for being women. Men are held back these days, and she just had an everyday example of how men are always treated these days.”
Now bitch about white oppression and victimhood.
I am not sure why airlines profile people. My experience is when I have traveled First Class international - the people you see in the lounge or boarding area who might look like a FC passenger go to Business or Economy. And the people in FC are not necessarily who you expect. Times when I used to be able to get QF FC for example (and I had two reward seats, so everyone else had...
I am not sure why airlines profile people. My experience is when I have traveled First Class international - the people you see in the lounge or boarding area who might look like a FC passenger go to Business or Economy. And the people in FC are not necessarily who you expect. Times when I used to be able to get QF FC for example (and I had two reward seats, so everyone else had paid), you would see young people dressed down in FC. Rich people have children and their young adult children fly FC. Maybe today more of them fly private.
The whole scenario is dumb. Should have just left her alone, but then calling it "mortifying" is about on the same level ridiculousness as making her leave.
Swiss customer service is non-existent. I flew from ORD to ZRH in business a few year ago. I had Star Alliance Gold from ANA. Swiss staff refused to accept my Digital card (showing SA Gold) from the app. ANA doesn't issue physical cards. I was charged $285 for extra bag that Star Alliance Gold members are allowed for free. Their customer service center wrote me back when I complained by email and said that ANA...
Swiss customer service is non-existent. I flew from ORD to ZRH in business a few year ago. I had Star Alliance Gold from ANA. Swiss staff refused to accept my Digital card (showing SA Gold) from the app. ANA doesn't issue physical cards. I was charged $285 for extra bag that Star Alliance Gold members are allowed for free. Their customer service center wrote me back when I complained by email and said that ANA wasn't in the Star Alliance. Say what??!!
I finally filed an online consumer complaint to Office of Attorney General in Illinois and DOT. They both notified SWISS of the complaint and I finally heard back from SWISS customer service after multiple emails and months of emails explaining the situation. Finally I got my refund of the $285 and no apology.
No more SWISS fights for me. What a headache to deal with them.
There is something about Swiss culture I find deeply oppressive. Granted, I visited in 2022 when the rule-makers were having a field day with Covid rules, but stories like this suggest the attitude permeates the culture. I recall downloading their app and complying with every Covid testing rule (to the tune of hundreds of dollars, back in the day you had to test multiple times). When I returned to Canada, I received a letter indicating...
There is something about Swiss culture I find deeply oppressive. Granted, I visited in 2022 when the rule-makers were having a field day with Covid rules, but stories like this suggest the attitude permeates the culture. I recall downloading their app and complying with every Covid testing rule (to the tune of hundreds of dollars, back in the day you had to test multiple times). When I returned to Canada, I received a letter indicating that I hadn't complied and the onus was on me was to prove I complied rather than admit the failure of their tracking system. It was literally months of letter writing back and forth by registered mail producing the documentation of test results and contesting this false accusation. Absolutely dystopian. Boarding Lufthansa was another nightmare because I received heterologous vaccinations from Canada (1st and 2nd doses different). Many countries, including Germany and Switzerland, allowed this BUT the Lufthansa manual wasn't updated to reflect this, so I was illogically lectured and told to board at my own risk, rather than admit "we need to update our manual."
Hahaha Alex I boarded a flight from ZRH back to the US during the mask and needle disaster and had no problem boarding. However I dared use a non-Swiss test result and was fined a couple hundred Swiss Francs for that audacity. I grew up in CH btw and have that coveted red passport but there are moments that do not make me proud.
My dad was going ballistic when he found out and...
Hahaha Alex I boarded a flight from ZRH back to the US during the mask and needle disaster and had no problem boarding. However I dared use a non-Swiss test result and was fined a couple hundred Swiss Francs for that audacity. I grew up in CH btw and have that coveted red passport but there are moments that do not make me proud.
My dad was going ballistic when he found out and was going to spend money fighting the fine but I was not going to risk getting arrested next time visiting for no payment of an administrative fine that for some reason did not get erased from the system. I love the professionalism of the Swiss border agents and the Kantonspolizei Zürich law enforcement officers as well as security screeners that support them at ZRH, maybe some of the LX staff could learn something from their customer service skills….
Then again I flew J on LX ORD ZRH recently and while the seats were as comfy as a church pew the service was impeccable.
So it’s hit or miss with LX as well just like with many other carriers because management and their unions tolerate it.
Fly SQ or QR and find out the differences :-)
@Christian, I *was* going to risk getting arrested for non-payment of the fine (or simply not return to Switzerland), but the principle mattered. They did drop the matter eventually with a brusque email to me, which was some vindication.
Welcome to the hospitality of LX and LH. And to your question, Ben, would an older German gentleman in a suit get a similar treatment, I would say "probably not".
I have had too many unpleasant experiences with these two airlines in the past, observing different treatment of native German/Swiss German speaking passengers and non-native speakers not dressed in a suit (e.g. me), although both in a J class, seating not far from each...
Welcome to the hospitality of LX and LH. And to your question, Ben, would an older German gentleman in a suit get a similar treatment, I would say "probably not".
I have had too many unpleasant experiences with these two airlines in the past, observing different treatment of native German/Swiss German speaking passengers and non-native speakers not dressed in a suit (e.g. me), although both in a J class, seating not far from each other.
Last year with my wife on an LH long-haul flight we have had such an appalling attitude from one FA (J class), that we had enough, we decided, LH long-haul, never again. Senator status does not bring much, anyway. StarAlliance gold is easy to achieve elsewhere.
Living in Switzerland, LX is impossible to avoid, however within Europe, LX is using Helvetic, Air Baltic or Air Dolomiti on many routes and I must say they are in general more pleasant to fly with.
Kind of agree. Belgian here with a PhD and speaking perfect German. Get a significantly different treatment depending on whether I speak German or English to the FA and depending on if I add my Dr title on my ticket
The lounge manager picked a bad hill to die on. The optics here are just terrible and if the young woman is photogenic and goes on the news or social media things could get much much worse for Swiss.
White people will never understand what people of color go through on a daily basis. When this woman said she was mortified (yes, take it to the bank).
SWISS and KLM (its a cultural thing) are by far the most racist of the major airlines in Europe, and will take these opportunities gladly, when they can. The profiling at the First Class check-in is a given.
There has been an uptick in this...
White people will never understand what people of color go through on a daily basis. When this woman said she was mortified (yes, take it to the bank).
SWISS and KLM (its a cultural thing) are by far the most racist of the major airlines in Europe, and will take these opportunities gladly, when they can. The profiling at the First Class check-in is a given.
There has been an uptick in this behaviour in 2025. I fly on everyone, yet SWISS ground staff, and KLM ground and FA staff are absolute c word to POC. It's also a major energy grab (if you know about this).
Stay tuned. Not long to go (for those who know).
BLM in F
At $5k each way they should do! Green is the only colour a company should recognise
I enjoy visiting Switzerland and have passed through there numerous times, but this is quintessential Swiss culture of following rules to a T so much so that they lose sight of the bigger picture of customer service and satisfaction. It doesn’t surprise me one bit.
They're completely devoid of common sense. At ZRH they'll happily deny you lounge access 20 minutes before closing time, gleefully preventing you from grabbing a little snack, on an overnight itinerary. You've sold me this ticket, idiots, the connection is actually shorter than some daytime ones I've done here, and it's actually way too short for me to bother with a hotel. What's going to change when I come back in 5 hours and you'll warmly welcome me back?
Wonder what kind of 'revenue' ticket this was with a connection in Geneva and Zurich. Plenty of nonstops BRU-ZRH.
Not great to disinvite, and in theory a first class ticket should have benefits for all parts of the reservation.
Mortified is a bit much though.
Was wondering the same. Is this some cheap fare loophole where if you force extra connections and an overnight the fare is way cheaper? Seems like the normal thing to do would be BRU-ZRH-ICN same day.
I work in the airline industry — not for SWISS — and I can’t stop thinking about how this situation reflects a deeper rot in how some legacy carriers interpret “premium service.” Yes, SWISS followed the letter of their lounge policy. But what they missed — and what too many carriers miss — is that luxury travel isn’t about rules, it’s about relationship.
Inviting a paid First Class passenger into the lounge, letting her settle...
I work in the airline industry — not for SWISS — and I can’t stop thinking about how this situation reflects a deeper rot in how some legacy carriers interpret “premium service.” Yes, SWISS followed the letter of their lounge policy. But what they missed — and what too many carriers miss — is that luxury travel isn’t about rules, it’s about relationship.
Inviting a paid First Class passenger into the lounge, letting her settle in, and then publicly ejecting her over a technicality? That’s not policy enforcement. That’s brand erosion.
I’ve worked enough gates and lounges to know that hospitality is discretionary by nature. You always have a choice in how you apply policy. The best staff — and the best airlines — understand that trust and dignity are worth more than any buffet plate.
Would this have happened if she looked more like a traditional Swiss banker and less like a young woman traveling alone? I’m not saying it definitely would’ve played out differently — but I’ve seen the kinds of passengers who get silent courtesy exceptions all the time. The inconsistency is real, and we all know it.
Also — and I know this will ruffle feathers — but I’ll just say this: at my airline, we don’t let stuff like this happen. And no, it’s not SWISS or Lufthansa Group.
The real question here isn’t just “was she allowed?” It’s “what kind of airline do you want to be known as?” One that hides behind rules? Or one that quietly does the right thing when it counts?
I know which one I’d rather work for — and fly with.
I was going to write a comment but all my points were captured beautifully by Nick, so I’ll just say +1
Based on the fact your current airline doesn’t do this we can also rule out IAG :)
Oh my god I wanna fly your airline, please name it!
Once again I say, the rudest airline employees that I have ever met in my decades of flying have been Swiss Air staff in Switzerland and JFK and Lufthansa staff in Frankfurt.
Hi Ben. Only slightly related but how do readers “reach out” to you? I saw a link on your main website but it seems to just post onto a message board that doesn’t seem to be monitored.
Is there an email address? Flagging you on social media?
Every time I see an article that mentions a reader reaching out to you, I always wonder “how did they do that?” lol
If she were merely denied entry, then I'd say it's fine, rules are rules and exist for a reason. Sometimes they may be stupid but stupid rules are better than no rules. However, kicking someone out after they've been admitted (proactively or not) is ridiculous and whoever made that decision should be fired because they either don't understand the mission of their job or they lack intellectual capability to perform it. The damage you do...
If she were merely denied entry, then I'd say it's fine, rules are rules and exist for a reason. Sometimes they may be stupid but stupid rules are better than no rules. However, kicking someone out after they've been admitted (proactively or not) is ridiculous and whoever made that decision should be fired because they either don't understand the mission of their job or they lack intellectual capability to perform it. The damage you do with an expulsion of (any, let alone first class) pax out of the lounge is far worse than any minor cost savings it may achieve. Come on, how dumb must that person be?
At the same time, calling this "a mortifying experience" in the typical American fashion kinda made me lose sympathy with the customer even though I agree with them on the merit, lol.
Where does it say they're American?
Nowhere, nor do I claim she is. I'm just refering to certain tendency to overblow things :)
No, you made a snarky comment to be judgemental like the Americans you complain about.
Actually you are reading information into it that’s just not there. The term was “typical American fashion” and you are jumping to conclusions.
Do you work for LX?
I made a reference to cultural style, not to the customer's nationality. People of all nationalities can pick up traits from various cultures, world is diverse.
She is not thinking about the money saving or anything, it is her ego and low level of emotional intelligence, which is very common in German speaking countries. They never realize that it is bad for their mental health but they think that it feels good to exercise for the power over others. In the end, it will kill them physically because mind and body are way more connected than the science admits today
“a mortifying experience”, seriously? It is clearly unprofessional from Swiss and I’m sure unpleasant and embarassing but in no way mortifying…
@Wingslover:
Taken from Merriam Webster:
Mortifying meaning: causing feelings of strong shame or embarrassment.
How do you know the lady did not experience this? I just can't with some of you people...
It’d basically just a synonym for unpleasant and embarrassing. I don’t know if it’s the same across the English-speaking world but I’d view it as basically equivalent to embarassing.
LX probably has the worst service levels with the LH group - and that’s saying a LOT!
Now, don't drag poor LOT into the fray !
... lol
1) LOT is in Miles & More, but not part of LH Group (remember when they annoyed LH by bidding for Condor)
2) I have flown LOT perhaps a dozen times (domestically) and never had bad service, although it's nowhere near SQ-standards. And what it was 30 years ago is no longer relevant.
People in customer service leadership roles need to think carefully about the swords they choose to fall on. This isn’t one of the them. Let it slide. The manager should have bigger things to contemplate than this pissant little problem.
To be honest this is one of those cases, where the only solution was to not have made this mistake in the first place.
SWISS policy doesn't actually allow her access to the First Class lounge. That being said from a customer service perspective, once the mistake is made, you need to address it appropriately.
I find Swiss to be consistently one of the worst airlines (and different than Lufthansa) in terms of how they try to deny access / not offer entitled benefits.
It was a huge improvement when star alliance airlines shifted to boarding pass scanning for eligibility because before that, I had multiple instances where Swiss staff told me I wasn't entitled to a guest as a Star Alliance Gold via United (as if the airline...
I find Swiss to be consistently one of the worst airlines (and different than Lufthansa) in terms of how they try to deny access / not offer entitled benefits.
It was a huge improvement when star alliance airlines shifted to boarding pass scanning for eligibility because before that, I had multiple instances where Swiss staff told me I wasn't entitled to a guest as a Star Alliance Gold via United (as if the airline has anything to do with access policies).
Another time, I received an op-up to business class and when I asked the flight attendant mid-flight for a refill on my wine, she commented to her colleague that I wasn't even a paid business class customer.