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Incident Summary
Upon arriving at Heathrow Airport to check in, the following occurred:
1. Mismanagement and Procedural Failures:
• We were initially directed to counter B22, which was empty.
• After being redirected by Swiss Airlines staff, we approached a new check-in counter approximately 20 minutes before the 45-minute check-in closure deadline.
• The Swiss Airlines agent incorrectly entered our details multiple times, resulting in a false claim that there was a problem with our documents.
2. Denial of Service and Missing Documents:
• My mother provided three printed documents with share-codes to verify our details.
• A Swiss Airlines staff member took these documents and failed to return one of them, later denying ever receiving three papers despite multiple requests.
3. Discriminatory and Unprofessional Conduct:
• When we sought clarification about how to proceed after the missed flight, Swiss Airlines staff members became increasingly rude and dismissive.
• They proceeded to make racist remarks toward my family and me.
• When I informed a staff member that I intended to record her behaviour, she refused to serve me and stated that she would no longer provide any assistance.
4. Failure to Provide Management Assistance:
• When I requested to speak with a manager, the Swiss Airlines staff refused and falsely claimed that no management OR supervisor was available.
• Left with no option, I was forced to exit the airport without any resolution, despite following all required procedures for check-in.
Upon arriving at Heathrow Airport to check in, the following occurred:
1. Mismanagement and Procedural Failures:
• We were initially directed to counter B22, which was empty.
• After being redirected by Swiss Airlines staff, we approached a new check-in counter approximately 20 minutes before the 45-minute check-in closure deadline.
• The Swiss Airlines agent incorrectly entered our details multiple times, resulting in a false claim that there was a problem with our documents.
2. Denial of Service and Missing Documents:
• My mother provided three printed documents with share-codes to verify our details.
• A Swiss Airlines staff member took these documents and failed to return one of them, later denying ever receiving three papers despite multiple requests.
3. Discriminatory and Unprofessional Conduct:
• When we sought clarification about how to proceed after the missed flight, Swiss Airlines staff members became increasingly rude and dismissive.
• They proceeded to make racist remarks toward my family and me.
• When I informed a staff member that I intended to record her behaviour, she refused to serve me and stated that she would no longer provide any assistance.
4. Failure to Provide Management Assistance:
• When I requested to speak with a manager, the Swiss Airlines staff refused and falsely claimed that no management OR supervisor was available.
• Left with no option, I was forced to exit the airport without any resolution, despite following all required procedures for check-in.
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