Kim Caroe

I’m just here

[Kim Caroe @KimCaroe]

Y'all, do NOT fly with @FlySWISS – I'm on hour 6 of trying to get them to fix their own mistake related to services I PAID FOR on my upcoming honeymoon flight. Absolutely ridiculous. I've traveled on over 400+ flights in my life and this is the worst experience I've ever had.

[Kim Caroe @KimCaroe]

@FlySWISS I've made 9+ calls (~4hrs of time in total) to the customer support line to fix errors on my booking related to PAID services that STILL aren't showing on my booking — before my honeymoon has even happened. This is beyond unacceptable. HELP PLZ! 🧵

[Kim Caroe @KimCaroe]

@FlySWISS I've now sent a formal written complaint and I'm still waiting. My flight is coming up and nothing is resolved. I'm not asking for the world. I want my seats confirmed, & some acknowledgment that this has been a massive failure on your end. Who can actually help me? 16/

[Kim Caroe @KimCaroe]

@FlySWISS I've made 9+ calls (~4hrs of time in total) to the customer support line to fix errors on my booking related to PAID services that STILL aren't showing on my booking — before my honeymoon has even happened. This is beyond unacceptable. HELP PLZ! 🧵

[Kim Caroe @KimCaroe]

@FlySWISS @FlySWISS @Lufthansa_USA Across 9+ calls I was told repeatedly this issue was fixed. It was not. Each time I called back, nothing had changed. I provided receipts. I was reassured. Nothing happened. #BadService 15/

[Kim Caroe @KimCaroe]

@FlySWISS @Reddit what's the best subreddit to post in about this absolutely HORRENDOUS experience? I'm guessing r/travel? Title: @FlySWISS ruins honeymoon before it even begins! I'll start typing :) 14/

[Kim Caroe @KimCaroe]

@FlySWISS Soooo now here I am waiting to speak with @FlySWISS customer service for the... I've lost track how many times now... meanwhile, I have a rep trying to DM me saying the same: "you'll have to pay again for seats" –– a 3RD TIME I have to pay for seats?! Are you joking? 13/

[Kim Caroe @KimCaroe]

@FlySWISS She says "I can't stay on the phone with you any longer, the supervisor has your number and will call you TONIGHT." Guess what never happens (this was yesterday). ALSO... guess who STILL doesn't have seats on their account even after providing my CC to purchase them AGAIN! 12/

[Kim Caroe @KimCaroe]

@FlySWISS @FlySWISS I literally just want a resolution to this MASSIVE failure on your part... so FINE, I provide my CC over the phone and request the refund. At this point, I also request to speak with a supervisor. After waiting for another 30min, I'm told by the rep... 11/

[Kim Caroe @KimCaroe]

@FlySWISS I review the email... no conf. of my seats (only my husband's). COOL! Now I get to call AGAIN @FlySWISS. NOW, for the FIRST TIME, a CS rep tells me "oh, so it looks like seats are non-transferrable so you'll have to request a refund and pay again for new seats" EXCUSE ME?! 10/

[Kim Caroe @KimCaroe]

@FlySWISS The CS rep says she has to move me to DIFFERENT seats, but that we will be able to sit together. I AGAIN provide the receipt document numbers at her request. She confirms our seats are NOW g2g and that she will email me with confirmation. I review the email... any guesses? 🤔 9/

[Kim Caroe @KimCaroe]

@FlySWISS I wait a WEEK and STILL my account shows "no seats purchased"! ARE YOU KIDDING ME?! So I call AGAIN, explain AGAIN, and I'm told "you won't be able to sit with your husband" – UMMM I PAID for seats TOGETHER, this is YOUR issue not mine... are you kidding?! #TravelFail 8/

[Kim Caroe @KimCaroe]

@FlySWISS So I calmly & nicely provide the document numbers for the receipts PROVING my purchases. The rep tells me "ok, I've now associated the bags and seats with your new booking so you're all set – you'll see it in a couple days" You'll never believe what happens (or DOESN'T) 🙃 7/

[Kim Caroe @KimCaroe]

@FlySWISS On my 4TH CALL, they explain there is a new booking code (which the cs agent did not provide from my previous call, nor any emails with that info). This 4th rep sends me an email with the new code, but says "there is no record of paid bags or seats"! UM. YA, THERE IS! 6/

[Kim Caroe @KimCaroe]

@FlySWISS As I am a reasonable person, I allow plenty of time before I check on the booking (6 days!) At which point, I check & STILL SEE my married name on the reservation! Time for call #4. My 4th time explaining this entire situation, and now 2.5hrs of my time wasted. 5/

[Kim Caroe @KimCaroe]

@FlySWISS Finally, on the 3RD CALL, the rep told me she'd have to cancel my existing booking and make a new one with my new name and transfer the seats, luggage, etc. I guess that makes sense? Sure, I'm very reasonable. This took 1hr 16min to do – but she said I was g2g. 4/

[Kim Caroe @KimCaroe]

@FlySWISS ... TSA is notoriously chill about your passport not matching the name on your ticket, right? 🙃 "Don't worry TSA, the random lady on @FlySWISS customer service said it was cool! d0n'T yOu SeE tHe NoTe?!" 3/

[Kim Caroe @KimCaroe]

@FlySWISS @lufthansa on one of those calls to change my name, your customer service rep told me "I made a note on your booking about the name change, so that's fine to go through TSA" (without actually changing the name on my reservation) – CRAZY 😂 2/

[Kim Caroe @KimCaroe]

@FlySWISS @Lufthansa_USA @FlySWISS It started with a simple name change on my booking — maiden name instead of married name due to a passport delay. That alone took 3 CALLS to figure out and I was told to send my marriage certificate & other documents to 3 different email addresses 1/

[Kim Caroe @KimCaroe]

@chellie_louise 💀😂

[Kim Caroe @KimCaroe]

@chellie_louise peacelovekimjoy.