• Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
  • Advertising Disclosure
Live and Let's Fly
  • Home
  • Reviews
    • Flight Reviews
    • Hotel Reviews
    • Lounge Reviews
    • Trip Reports
  • About
    • Press
  • Contact
  • Privacy
  • Award Expert
  • Advertising Disclosure
Home  >  aeroplan • SWISS  >  Disingenuous, Dishonest Response from SWISS Over DOT Complaint
aeroplanSWISS

Disingenuous, Dishonest Response from SWISS Over DOT Complaint

Matthew Klint Posted onDecember 21, 2017 40 Comments

I had a nice day outside with my family and just returned home to find a response from SWISS to my DOT complaint. While not wholly unexpected, its arrogant tone and outright fabrication of facts is deplorable.

Here’s the full letter–

Dear Mr. Klint

We received your correspondence from the Department of Transportation, in regard to your booking using your Aeroplan miles for travel on SWISS.

The reservation you purchased on November 30, 2017 was an erroneously published fare that was not calculated, published, or sold by SWISS.  The affected itineraries were all mileage award tickets booked via Aeroplan on Air Canada ticket stock for one-way and round-trip travel in first class, despite the fact that award bookings are not permitted in First Class by SWISS as evidenced on the Aeroplan Miles Flight Reward Chart attached hereto.

Your ticket was issued without SWISS’ knowledge or approval. Swiss did not make any changes in our reservation system or have any procedural changes that would have authorized the bookings. The fare you purchased was clearly made available by Aeroplan in error. Pursuant to Rule 005(F) of SWISS’ tariff, which is part of the contract of carriage between SWISS and its passengers, “SWISS reserves the right to cancel reservations and/or tickets issued with an erroneously quoted fare . . .” and “void the purchased ticket . . .” please see attached SWISS tariff.

As soon as SWISS became aware of the erroneous fare, SWISS cancelled those tickets, and promptly contacted Aeroplan.  Unfortunately, SWISS has no control over tickets issued by its interline partners.  We are happy to see that Aeroplan has contacted the passengers affected by this to personally arrange first or business class redemption on another Star Alliance carrier or reinstate miles free of charge.

We realize, in light of the competitive nature of the airline industry, there is no guarantee of continued patronage and we are appreciative of your support.

Sincerely,

Rosemary
Expert

Lies, Lies, and More Lies

First, while SWISS places all the blame on Aeroplan and Air Canada, it was the one who released the award space. I worked for Star Alliance and I’m very familiar with the StarNet system. Air Canada or Aeroplan cannot access SWISS space that SWISS does not release. Thus, Rosemary is lying.

Second, this was not an “erroneously quoted fare”. Quote signifies price and the price is not at issue here.

Third, the smug arrogance is disgusting, especially in the final paragraph. Rosemary is a tool and I hope that every one of you receive this take her to task for her disingenuous response. The “our sign is a promise” logo on top begs the question, of what…?

CONCLUSION

I’m working on a response to SWISS and the DOT and will share that with you later in the day. I will systematically tear apart the pathetic lies and distortions.

To the peanut gallery: if you want to attack me for fighting for consumer rights, save your breath. I make no apologies for standing up against airlines and loyalty programs who believe they can unilaterally cancel fares without any notice or ramifications. This is what I do. And SWISS’s outright lies makes me willing to pursue this matter even more vigorously.

Previous Article New “Pop-Up” United Club in Newark Airport
Next Article Here’s My Response to SWISS and the DOT

About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

Related Posts

  • Qatar Airways Al Safwa Lounge Review

    Review: Qatar Airways First Class Al Safwa Lounge

    January 25, 2023
  • Lufthansa Munich First Class Lounge Review

    Review: Lufthansa First Class Lounge Munich (Terminal 2)

    September 6, 2022
  • Lufthansa Lounge Washington Dulles IAD Review

    Review: Lufthansa Lounge Washington Dulles (IAD)

    April 7, 2021

40 Comments

  1. John Reply
    December 21, 2017 at 1:09 pm

    Can’t wait to see how this turns out. I’m on your side. Keep fighting the good fight

  2. Jack Reply
    December 21, 2017 at 1:15 pm

    Why face all this bad press. They opened space by mistake, then closed it. Just honor the ticketed bookings and make sure you don’t open space by mistake again. They still get paid at a negotiated rate for the ticket.

  3. iv Reply
    December 21, 2017 at 1:20 pm

    I got the same BS response. I quickly pulled it apart with FACTS in my response to her.

  4. Mark Reply
    December 21, 2017 at 1:27 pm

    here here. I got the same form letter and also pointed out those untruths shall we say. I told them about the fact that I was ticketed and picked seats on their airline. I also made non-refundable airplane tickets since no one contacted me about a flight cancellation (I had to proactively call Aeroplan and get my flight changed). I told them they should be responsible for that pursuant to US law but don’t know if that’ll hold water. I also offered to let them let me pay back the miles and get my flight re-instated but doubtful that’ll work. Keep up the good fight!!!

  5. Jordan (Windbag Miles) Reply
    December 21, 2017 at 1:27 pm

    Matthew, you’re fighting an uphill battle. You may have experience working for Star Alliance, but Rosemary is an “Expert.” EXPERT. Imagine how good you have to for your job title simply to be “expert.” You definitely have your work cut out for you on this one.

    • Pat Reply
      December 21, 2017 at 1:31 pm

      My wife should work for Swiss; she’s an expert at everything too.

      • Curtis Reply
        December 21, 2017 at 1:57 pm

        LOL!

    • Bill Smith Reply
      December 27, 2018 at 11:18 pm

      Expert relates to a position seniority smoke mirror “employees advancement” programme Aka blow smoke up your @ss” expert is the lowest normal position btw.

  6. Mark M Reply
    December 21, 2017 at 1:29 pm

    looks like a day of BS responses! This email on AF cancelled business class tickets was actually sent by KLM Service Desk (yes I know KLM/AF are pretty much one and the same, but makes me wonder why its not AF?)

    Dear Customer,

    Due to a system error, your ticket/s for travel on Air France in La Première/First Class which was recently purchased has/have to be cancelled and will be fully refunded, consistent with DOT guidelines and policy.

    We apologize for this inconvenience.

    An Air France representative will attempt to contact you by phone.

    If you have any questions in the meantime, Please feel free to contact Air France.com websupport at 1-800-992-3932 to help you in this matter.

    We thank you for your understanding and wish you a pleasant day ahead.

    Kind Regards,

    Air France

  7. Donald Reply
    December 21, 2017 at 1:34 pm

    “Rosemary” has been very busy sending out form letter lies today.

  8. Geoff Reply
    December 21, 2017 at 1:40 pm

    Bwaaaaa haaaaaaaaaaaaa haaaaaaaaaaaaaaa, she signed off as “expert”?? That sounds like some authentic call-center gibberish.
    Who in the hell calls themselves “expert”??? “Expert” what? At being “Rosemary”?
    Thanks for reading my rant.
    Geoff
    Expert

  9. 121Pilot Reply
    December 21, 2017 at 1:48 pm

    As they say in the military…. “Weapons Free”

  10. katya Reply
    December 21, 2017 at 1:56 pm

    This is my first time commenting, so please don’t mistake me for those who have attacked you on previous posts. Just dropping in to leave my two cents: I wholeheartedly support your mission here, but personal attacks on the other people involved — such as calling Rosemary a “tool” — do nothing to help your case. Name-calling makes your response seem emotional and irrational, not deliberate and well thought out. Furthermore, whoever is writing these letters is probably parroting the SWISS company line, not stating their personal beliefs (I guess that makes them a “tool” in the literal sense of the word, but it doesn’t seem like that’s what you were trying to convey).

    • Matthew Reply
      December 21, 2017 at 2:01 pm

      Hi Katya,

      Thanks for your comment. By all definitions, I think it is fair to call Rosemary a tool. However, I agree that addressing her in that manner or in any derogatory or allegedly derogatory way in official correspondence would be counterproductive. You will see that my response to the DOT and SWISS is quite tactful.

      • David Reply
        December 21, 2017 at 4:07 pm

        And as such, you should probably delete the links to her LinkedIn account below, and scrub her name from these blog posts. Doxing someone for doing her job is disgusting and BoardingArea should not ever support this.

        • Matthew Reply
          December 21, 2017 at 4:11 pm

          Doxing? I learned a new word!

          I’m not sure what the harm is, though. I know she is just a “loyal foot soldier” but it is just a link to her public Linked-In profile. I hope no one is going to call her at home…but I am removing those comments.

          • David
            December 21, 2017 at 4:26 pm

            You’re putting a lot of trust in random online Internet strangers to not go out and harass her because she wrote you an email. But hey, doxing has never ever ever led to anonymous online harassment before, so you should be good.

          • katya
            December 21, 2017 at 4:32 pm

            As you said yourself below, the letter is written by/heavily reviewed by SWISS legal counsel, not necessarily the thoughts of this woman herself. Doxxing is enough to get banned from Reddit and the comment sections of most major blogs, websites, etc — shouldn’t be any different here. Google has thousands of reasons why doxxing isn’t okay — namely, it’s a huge invasion of privacy. You choose to put your personal info on the internet by running a blog, but it’s not your place to facilitate sharing of personal information about other people without their consent.

          • Matthew
            December 21, 2017 at 5:23 pm

            @David: In the interest of goodwill and to ensure that this poor woman is not harassed, I have removed her personal information below.

  11. Curtis Reply
    December 21, 2017 at 2:04 pm

    Her last name is Expert. Just like my wife would say mine is from the way I act :D.

  12. Nick Reply
    December 21, 2017 at 2:10 pm

    Award Expert vs Expert: who will win?

  13. compspy Reply
    December 21, 2017 at 2:11 pm

    There needs to be put a stop to the mistake fares. Contracts needs to benefits both sides, not one side(An airline), if ticket is issued they have 24 hours to cancel, otherwise they need to honor it.

    If the practice of mistake fares not stopped, airlines will start canceling tickets saying they made a mistake by selling it cheap, when they could sell it for more at a later date. If this were to come true, I bet all the people who complain here would start taking Matthew side.

  14. compspy Reply
    December 21, 2017 at 2:16 pm

    I hope that we will get to see an end of it, if you do go to court don’t settle it outside with non disclose agreement and we will not know what happened.

  15. Rajat Reply
    December 21, 2017 at 2:20 pm

    Waiting for your response Matt. Well done

  16. Brian Cohen Reply
    December 21, 2017 at 2:22 pm

    Is there really such a thing as an expert, Matthew?

    I question that in this article which I wrote:

    http://thegate.boardingarea.com/what-exactly-is-an-expert-and-is-there-really-such-a-thing/

    Good luck to you on your perseverance in getting what you want…

    • Matthew Reply
      December 21, 2017 at 4:12 pm

      I may not the “Thought Leader” but I think I’m an expert on many nuances of travel. 😉

  17. Brad B Reply
    December 21, 2017 at 3:46 pm

    It is interesting that the letter One Mile at A Time received was identical.

    • Matthew Reply
      December 21, 2017 at 4:07 pm

      We were not the only ones. Others received the identical letter as well, clearly written and/or reviewed by SWISS corporate counsel.

  18. David Reply
    December 21, 2017 at 4:10 pm

    What does this accomplish exactly? Or more importantly, what do you hope this accomplishes? Should we shame her on social media for doing her job? Should we find out more about her and call her personal telephone number? How about harass her on Facebook and twitter. This is disgusting. You should be ashamed of yourself for even thinking of finding her.

    • John Reply
      December 21, 2017 at 5:13 pm

      I completely agree. This is disgusting. A new low for this blog

  19. 121Pilot Reply
    December 21, 2017 at 4:56 pm

    I find it very interesting that so far this seems to be only affecting the Aeroplan tickets. I wonder if there are provisions in the star alliance agreements that prevent Swiss from cancelling the rest of these as they would clearly like to. In any event that is certainly going to hurt them if this ends up in court.

  20. Mike Reply
    December 21, 2017 at 6:49 pm

    Matthew I love ur winning argument here ! They look silly…
    what wud u say is the best argument to get the air france la premiere tickets reinstated… Not sure if this helps but i got the tickets thru delta one way… thanx so much for ur help

  21. JoeMart Reply
    December 21, 2017 at 7:19 pm

    So according to this customer service manager, you should direct your anger at Aeroplan for ignoring the limitations of the contract limiting mileage redemption to exclude F. Doesn’t that necessitate a response from the accused party?

  22. MSer Reply
    December 21, 2017 at 9:45 pm

    Go get em. Few others have the time or experience to fight these liars.

  23. Greg Reply
    December 21, 2017 at 10:15 pm

    I’ve been following this blog now for a few weeks as I am interested in how this plays out. I must say though that attacking an Employee who is just doing their work is low. It shows very bad character and my opinion that you are a travel professional just went down the drain. A professional would never resolve to personal attacks nor posting personal infos on the internet. The case has nothing to do with her.
    You can take your anger out on SWISS or Aeroplan as company, but not on people just doing their job.

    I still wonder how this will play out, but please live the professionalism that you claim you have and don’t be that d**k that yells at the check-in agent for them just doing their job.

    • Matthew Reply
      December 22, 2017 at 3:49 am

      I called her a tool, which she is. This is a descriptive adjective, not a personal attack. It expresses disappointment that she would be the mouthpiece for lies and misinformation. There is no personal info posted. The comment that included a link to her profile on Linked-IN was deleted.

      • Greg Reply
        December 22, 2017 at 6:07 am

        Even if it’s 5mins out the damage “might” already be done. Just look at the comments that have been posted about her.

        Also consider that the Airline might be reading your blog too and with personal attacks like that they will be much less lenient (altough I don’t know at this point how they can make good in this issue) and willing to make exceptions.

        I’ll keep following this story as long as you stay professional.

        Happy Holidays

  24. chasgoose Reply
    December 21, 2017 at 11:56 pm

    Your claim against Swiss makes a lot more sense than your claim against Aeroplan. This is where you should be fighting the fight, that said, the more you talk about how Swiss was really to blame, the worse your case against Aeroplan is going to be.

  25. Matt Reply
    December 22, 2017 at 2:27 pm

    Guys there’s a difference between the more modern use of “tool” and his use here. Tool refers to her being the vehicle, the instrument, the conduit, for delivering the message.
    Also, she’s the other tool, too.

    Stop just looking for things to be offended by.

  26. ScrwedbyAirline Reply
    February 7, 2018 at 2:14 am

    “Expert” hahaha oh my what a joke of a company, thanks for the laugh and keep up the good fight Matthew.

    We too are recently a recipient of what I’m convinced was an oversold flight and the airline cancelled our 3 tickets (54 hours after booking and a week before departure) claiming they didn’t mean to sell that low of a price. Today I see an ad in my Facebook feed for just a bit higher but on different dates from them! Totally deflating when calls, emails, and comment submissions to the company are ignored without response.
    At least Delta/American fess up when they are to blame and throw some miles at us.

Leave a Reply

Cancel reply

Search

Recent Posts

  • Avianca 787-8 Business Class Review
    Review: Avianca 787-8 Business Class March 20, 2023
  • Color Blind Pilot Sues United Airlines For Firing Him March 20, 2023
  • Ryanair Twitter
    Ryanair Savagely Trolls Passenger On Twitter March 20, 2023
  • hyatt all-inclusive hyatt zilara rose hall
    Hyatt Acquisition Provides Hints About All-Inclusive Future March 19, 2023

Categories

Popular Posts

  • American Airlines unaccompanied Minor Predator
    American Airlines Flight Attendant Freaks Out After Man Offers His First Class Seat To Child February 25, 2023
  • United Airlines Polaris Lounge Chicago Review
    Review: United Polaris Lounge Chicago (ORD) February 21, 2023
  • Bankman-Fried Alaska Airlines
    Poor Sam Bankman-Fried “Downgrades” From American Airlines Business Class To Alaska Airlines First Class February 20, 2023
  • There’s A Pilot In My Seat! February 21, 2023

Archives

March 2023
M T W T F S S
 12345
6789101112
13141516171819
20212223242526
2728293031  
« Feb    

As seen on:

live_and_lets_fly

The new United Polaris Lounge at Washington Dulles The new United Polaris Lounge at Washington Dulles is the most beautiful of all Polaris Lounges. Stay tuned for a detailed look and many more photos on the blog tomorrow. Well done @united.
@malaysiaairlines just announced it would retire i @malaysiaairlines just announced it would retire its A380 fleet. While not surprising, it is sad to see the growing list of carriers retiring this superjumbo jet. On Malaysia Airlines, I flew the #A380 once from Kuala Lumpur (KUL) to London (LHR) and had the entire first class cabin to myself (full review on the blog). It was a beautiful flight that I will always remember.
Welcome to @fly_bur @aveloair! I am so excited tha Welcome to @fly_bur @aveloair! I am so excited that a new carrier, Avelo, has launched, especially from an airport just 12 minutes from my home!
I greatly miss the @lufthansa #747-8 at @flylaxair I greatly miss the @lufthansa #747-8 at @flylaxairport. Hopefully this summer it will return.

.
.
.
.
#Lufthansa #FirstClass #747 #747-8 #StarAlliance #Miles #Points
I recently spent a weekend at the @ventanabigsur. I recently spent a weekend at the @ventanabigsur. This is not only a lovely, all-inclusive resort, but one of the best properties to use your @hyatt World of Hyatt points.
.
.
.
.
#Hyatt #BigSur #California #WorldofHyatt #CA-1 #Points #Hotels
In terms of a spacious first class product, the @E In terms of a spacious first class product, the @Emirates suite on a 777-300ER is hard to beat. My preference is Suite 2K.

.
.
.
.
#Emirates #777 #firstclass
Nearly five years ago, I took a “break” from I Nearly five years ago, I took a “break” from Instagram ahead of the birth of my first child. Goodness, how time flies. While I’ve enjoyed catching up on others over the years, now it is time for me to return to Instagram. In this first post, I highlight two joys in my life, my two children, whom I trust will grow up to be prolific travelers that circumnavigate the globe as ambassadors of love and respect.

.
.
.
.
.

#travel #airplanes #airlines #miles #points #familytravel #human #integrity #honor
United Airlines' new Polaris seat is a huge improv United Airlines' new Polaris seat is a huge improvement over UA's current business class seat. Check out my blog at liveandletsfly.com for 70+ photos of how @united is transforming its entire business class experience starting this December!
The perfect @flysas name tag for #Longyearben! The perfect @flysas name tag for #Longyearben!
Spotted four #polarbear outside of #longyearbyen - Spotted four #polarbear outside of #longyearbyen -- oh, and I love 40°F summer weather!
One of the best crews I have ever had the pleasure One of the best crews I have ever had the pleasure of flying with in all my years of flying. Thank you @flysas SK940 on 11 Aug 2016
Next stop ARN! But dear @flysas , next time if I a Next stop ARN! But dear @flysas , next time if I assign a window seat months in advance, don't move me to a center seat "for my convenience" with no way to get my original seat back... 😞
Ready for #PIA from #MAN to #JFK -- we will be rac Ready for #PIA from #MAN to #JFK -- we will be racing the #Delta flight to JFK at the gate next to us, which also departs at 12:45p. With @onemileatatime
Another room with a beautiful view... #hyattregenc Another room with a beautiful view... #hyattregencycasablanca #cassablanca #hyatt
Enjoying #shanghai with @onemileatatime from the i Enjoying #shanghai with @onemileatatime from the inside of the @grandhyatt_shanghai ... It is 40°C outside! 😓
From my front gate to my boarding gate in 15 minut From my front gate to my boarding gate in 15 minutes flat. I ❤️ #bur #burbankairport
@malaysiaairlines #747 out of retirement and in se @malaysiaairlines #747 out of retirement and in service at #kul -- beautiful livery!
View from my 61st floor room at the beautiful bran View from my 61st floor room at the beautiful brand new @parkhyattguangzhou -- look for a full review coming soon on the blog #hyatt #parkhyatt #guangzhou #parkhyattguangzhou
Will miss the @united #globalfirstlounge at #ord, Will miss the @united #globalfirstlounge at #ord, which closes tomorrow and the Queen of the Skies #747 which will be retired in 2018.
The colonial #architecture of #mumbai is stunning. The colonial #architecture of #mumbai is stunning. If you're ever here, get up at 5am and have a walk around the city before it gets busy. You can hear the birds instead of honking horns.
Load More... Follow on Instagram
facebook twitter instagram rss

This site is for entertainment purposes only. The owner of this site is not an investment advisor, financial planner, nor legal or tax professional and articles here are of an opinion and general nature and should not be relied upon for individual circumstances.

 

Advertiser Disclosure: Some links to credit cards and other products on this website will earn an affiliate commission. Outside of banner ads published through the Boarding Area network, this compensation does not impact how and where products appear on this site. While we do try to list all the best miles and points deals, the site does not include all card companies or credit card offers available in the marketplace. Please view our advertising policy page for additional details about our partners.

 

Editorial Disclosure: The editorial content on this page is not provided by any entity mentioned herein. Opinions expressed here are the author's alone, and have not been reviewed, approved or otherwise endorsed by any of these entities.