Official response

From:Customer Relations Swiss International Air Lines Ltd

Dear Mr. XXX Thank you for your letter of June 8, 2008. First, we would like to convey our apologies for the resulted inconvenience. We can well understand the situation was most frustrating and disappointing for Mr. and Mrs. XXX. We regret that travelling on our aircraft was not as enjoyable as expected. Regrettably, on that day, the aircraft usually flying on this route could not be operated for technical reasons. Rather than having to reroute passengers or have them stay overnight, the best alternative was to operate a different aircraft, if, and as in this case, an aircraft was available at the time. Although the passenger comfort on this route is not characteristic to our global service and the business class service on board is indeed not the same as the one available on the wide-body aircraft in which you may be acquainted with, it still remains a business class different to economy class, We however try to provide in all related aspects a good business class service. We must also point out that a business class ticket includes other services such as preferential check-in, lounge access, preferential boarding and disembarking, seat configuration, among others. Nevertheless, your comments are very important to us to evaluate and improve the service we provide at present. Please allow us to explain the regulations covering air transportation. When a passenger purchases a ticket, the airline undertakes to transport them to their destination on the selected flight. If, for reasons such as technical fault, Air traffic control, unfavourable weather conditions, or any other cause, excluding negligence, the airline cannot operate the flight according to schedule, the carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessarily. More information may be found online at www.swiss.com under conditions of contract. Nevertheless, as a gesture of goodwill and strictly without prejudice, we would like to offer Mr. and Mrs. XXX an MCO voucher valued at USD 200 each. This voucher is valid for one year from date of issue and can be used worldwide as part-payment for any scheduled Swiss International Air Line flight ticket. Please keep it in a safe place as it cannot be replaced in the event of loss. Note that alternatively, the voucher may be exchanged for cash at 2/3 its face value any time during its validity. Kindly advise as to your mailing address and in return we shall mail you the voucher. It would be our pleasure to welcome Mr. and Mrs. XXX on board one of our flights again, to regain their confidence in the service standards and product Swiss prides itself upon. Thank you for your understanding. Kind Regards,