A cautionary tale: When confirmed bookings become airport nightmares
If you’re researching flying with dogs Swiss Airlines, stop right here and read this carefully. I’m Daisy, a 5.5kg Shih Tzu who’s flown dozens of airlines, and Swiss Airlines gets 1.5 out of 5 stars from me. This isn’t just a bad review – it’s a warning about what can happen when an airline’s internal policies conflict with their own confirmations.
Bottom line upfront: Swiss Airlines will confirm your pet in writing, take your money, then strand you at the airport claiming “internal rules” they never disclosed. They’ll offer zero help and make you pay thousands to get home. This is the worst pet travel experience I’ve ever had.
TL;DR: Swiss Airlines cost us €2,500-3,000 in additional expenses, required hiring a lawyer for an additional €1,500, and offered only €32 in “compensation.” They are not a pet-friendly airline despite what their booking system suggests.
The Tale of Two Trips: From Heaven to Hell
Trip 1 (Into Geneva): Perfect experience. Easy check-in, lovely staff, smooth flight. Business class comfort, no issues whatsoever. I thought, “Great! Another reliable European airline.”
Trip 2 (Geneva to Dublin): Complete disaster. Confirmed booking denied at check-in, stranded for hours, hostile customer service, and ultimately abandoned by the airline entirely.
What changed? Nothing on our end. Same documentation, same dog, same carrier, confirmed bookings for both flights. The difference? Swiss Airlines’ mysterious “internal rule” about Dublin flights that they never disclosed.
Swiss Airlines Pet Booking: The Deceptive Process
How Swiss Airlines pet booking works:
- You CANNOT book pets during flight booking
- Must submit separate online request after booking flights
- Takes about 24-48 hours for confirmation
- Receive written confirmation emails
What they told us: “We are delighted and happy to confirm that Daisy has been added to both your bookings.” Two separate emails, two separate confirmations.
The hidden reality: They have undisclosed internal rules that override their own confirmations. They’ll happily take your money, confirm your pet, then deny boarding at the gate.
The cost of this process failure: €2,500-3,000 in additional expenses when their “mistake” stranded us.
The Geneva Airport Nightmare: 3 Hours of Hell
What should have been a routine check-in became:
Hour 1: Check-in agent confused about UK vs Ireland requirements, discovers mysterious “not approved” note in system despite confirmed bookings.
Hour 2: Supervisor involvement, showing confirmation emails vs. their system denial. Swissport manager gets final say, denies boarding due to “internal rule” about Dublin flights.
Hour 3: Swiss Airlines customer service desk tells us to basically “f*ck off”, refuses to help, won’t provide names, won’t let us use their phone to call for assistance. It was in fact the supervisor who told us to get away from the counter, and we were not irate. They have enough pet-friendly parters to get us home for the holidays.
The “internal rule”: Swiss Airlines (like Lufthansa group) apparently won’t fly pets to Dublin. But they’ll happily confirm bookings and take your money without mentioning this.
Written Approval from the airline
Customer Service: Absolutely Disgraceful
At the airport: Four staff members at an empty desk told a stranded passenger with confirmed bookings to “get lost.” No assistance, no rebooking help, no empathy.
Post-incident: Months of back-and-forth with what seem like AI-bot responses. Copy-paste replies ignoring the actual issue. Final “compensation”? €32 in taxes back. Not even a flight refund.
Current status: Had to hire a lawyer (€1,500 cost to date) to pursue compensation. This blog will be updated with final outcome.
Initial denial of the laim with a different reason stated about ‘Dublin Restriction’
Response from Dublin Airport (I’ve been flying with dogs into Dublin Airport for 10+ years)
The Financial Devastation
Unplanned expenses due to Swiss Airlines’ confirmed booking denial:
- Emergency flights: €1,700 (Geneva→Lisbon→Dublin via TAP)
- Hotel costs: €260 + (Geneva airport hotel & food costs)
- Lisbon accommodation: €300+ Pet-friendly hotel overnight
- Additional meals/transport: Multiple days of unplanned expenses
- Legal fees: €1,500 to pursue compensation
- Total additional cost: €2,500-3,000+ legal fees after the fact
What Swiss Airlines offered: €32 in tax refunds. That’s it.
The reality: Most people don’t have emergency funds for this situation. What if you can’t pull €3,000 from savings? You’re truly stranded.
How We Finally Got Home
Swiss Airlines solution: None. Told us to “get lost.”
Our solution:
- Found amazing travel agent at Geneva Airport
- She worked for over an hour finding ANY available pet-friendly routing
- Booked TAP Airlines: Geneva→Lisbon→Dublin (next day connections)
- Two hotel nights, additional meals, ground transport
- Finally home 3 days later than planned over the holiday period
Hero of the story: The independent travel agent who actually cared about helping stranded passengers. Swiss Airlines could learn from her.
Swiss Airlines Pet Policy: What They Don’t Tell You
Official requirements:
- 8kg combined pet and carrier weight
- Standard documentation (pet passport, rabies vaccination)
- Separate booking process (red flag #1)
Undisclosed “internal rules”:
- Won’t fly pets to certain destinations (Dublin confirmed)
- Will override their own written confirmations
- No notification of policy conflicts until check-in
- Zero customer service when their policies fail
Dublin Airport confirmation: I have written confirmation from Dublin Airport that they accept pets from Switzerland/Germany. This is purely a Swiss Airlines policy issue.
Business Class Experience (When It Worked)
Geneva inbound flight:
- Quick check-in and security
- Lufthansa lounge access (basic, not flagship level)
- Extra cabin space appreciated
- Professional crew, no issues
Lounge policy note: Required Daisy to stay in carrier unlike KLM, Air France, or Aegean lounges where she can be out and social.
Comparison to Other Airlines: Swiss Fails Spectacularly
What good airlines do when issues arise:
- KLM: Proactive solutions, customer care
- Air France: Professional problem resolution
- Aegean: Human customer service approach
What Swiss Airlines does:
- Denies responsibility for their own confirmed bookings
- Hostile customer service
- Abandons stranded passengers
- Offers insulting “compensation”
The difference: Good airlines fix problems. Swiss Airlines creates them.
My Swiss Airlines Ratings Breakdown
Based on this disaster experience:
| Category | Rating | Notes |
|---|---|---|
| Booking Process | ★☆☆☆☆ | Deceptive – confirms pets they won’t transport |
| Policy Transparency | ★☆☆☆☆ | Hidden rules that override confirmations |
| Customer Service | ★☆☆☆☆ | Hostile, unhelpful, dismissive |
| Problem Resolution | ★☆☆☆☆ | Abandons passengers, offers no solutions |
| Value for Money | ★☆☆☆☆ | Cost us €3,000+ in additional expenses |
| Flight Experience | ★★★☆☆ | When it works, it’s fine – but huge risk |
| Overall Reliability | ★☆☆☆☆ | Cannot trust confirmed pet bookings |
Overall Score: 1.5/5 stars
Who Should Fly Swiss Airlines with Pets?
Absolutely no one. Here’s why:
If you’re flying to Dublin: They apparently won’t transport pets despite confirming bookings.
If you’re flying elsewhere: Their booking system clearly can’t be trusted. What other “internal rules” exist that override confirmations?
If you have limited funds: One “administrative error” could cost you thousands with zero airline support.
If you value customer service: Swiss Airlines customer service is genuinely hostile toward stranded passengers.
Red Flags to Watch For
Warning signs that Swiss Airlines is unreliable for pet travel:
- ✅ Separate pet booking process (not integrated)
- ✅ Confirmation emails don’t guarantee actual travel
- ✅ “Internal rules” that override their own systems
- ✅ Zero customer service when their processes fail
- ✅ Part of Lufthansa group (similar pet restrictions just so you are aware)
Alternatives: Airlines That Actually Work
Instead of Swiss Airlines, choose:
- KLM: Integrated booking, excellent customer service
- Air France: Professional problem resolution
- Aegean: Direct routes, clear policies
- TAP: Actually got us home when Swiss abandoned us
Why these work better: They don’t confirm pets they won’t transport, and they help solve problems instead of creating them.
Legal Action Update
Current status: Pursuing compensation through legal channels due to Swiss Airlines’ refusal to take responsibility for their confirmed booking denial.
Ombudsman reports: Filed with relevant aviation authorities.
Cost so far: €1,500 in legal fees to recover €3,000+ in damages caused by their “administrative error.”
This blog will be updated with final resolution details.
Frequently Asked Questions: Swiss Airlines Pet Disaster
Q: How can Swiss Airlines confirm pets then deny boarding? A: They have undisclosed “internal rules” that override their booking confirmations. This appears to be fraud.
Q: What should I do if Swiss Airlines strands me? A: Document everything, find independent travel agents, prepare for expensive emergency rebooking. Swiss won’t help.
Q: Are there routes Swiss Airlines won’t fly pets despite confirmations? A: Dublin confirmed. Likely others. They won’t disclose this information upfront.
Q: Should I book Swiss Airlines for pet travel? A: Absolutely not. The financial and emotional risk is enormous.
Q: What compensation did Swiss Airlines offer? A: €32 in tax refunds for €3,000+ in damages they caused. Insulting.
Final Warning: Don’t Risk It
My recommendation: Avoid Swiss Airlines entirely for pet travel. Their booking system cannot be trusted, their customer service is hostile, and their “internal rules” can strand you at any moment.
The math: One “administrative error” cost us €3,000+ in emergency expenses, €1,500 in legal fees, and days of additional travel time. Swiss Airlines offered €32 in compensation.
Better alternatives exist: KLM, Air France, Aegean, and TAP all provide reliable pet travel without the risk of confirmed booking denials.
This isn’t just a bad review – it’s a warning. Swiss Airlines’ pet booking system is fundamentally broken and potentially fraudulent. Don’t let them strand you like they did us.
Planning European pet travel? Choose literally any other airline. Swiss Airlines’ confirmed pet bookings cannot be trusted, and their customer service will abandon you when their system fails.
UPDATE: This review will be updated with legal resolution details as they become available.
0 Comments