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.
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…?
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.