We were flying on a family holiday (LX435 London City to Geneva) on 19th Feb 2011. On the way to the airport we received a text (SMS) message saying that the flight was cancelled. We called and were told we would be rebooked on another flight (not direct) that took us from Heathrow to our destination via Frankfurt arriving 9hours later than we had expected. As a direct result we had incurred considerable extra expense (taxi to and from City Airport) plus a rebook and surcharge in Switzerland for the transfer then. We have supporting receipts for these costs.

Swiss web site directs complaints to their website. We tried registering it there. We receive an automated acknowledgement the next day and then... nothing. After a week or so I tried ringing them and they said that they only take complaints through the web site but it would take at least a month. So I waited for 6 weeks and then called again. Once more they said we'd have to wait... at this point I am going to revert to legal process (UK small claims court) as nothing else will prompt a response. It's a disgrace that they are allowed to behave this way - we are (M&M) frequent fliers and were travelling business class, you'd expect this nonsense from EasyJet or RyanAir - anyway they should all be told by the CAA that their license to fly in UK airspace will be revoked if they dont have appropriate customer services.

Next year, we are taking the train...