Flight lost due to SWISS mistake

Sunday 21st of April 2019 my two kids were supposed to flight to Spain as UM. We arrived at the care-port booth at 10:50. We had already filled the UM and payed the UM taxes online in advance. We were also planning in keeping them company personally till the gate and waiting for them to board.

The time we had - 1 hour- was enough to get the flight in normal circunstances, and we can not accelerate the process ourselves as UM kids they are not allowed to get the boarding card per email, SMS, etc. Normally the check in procedure takes 5-10 minutes and the walk to the gate 10-15 minutes. Unfortunately, even being the first day of spring holidays and knowing in advance how many people had booked this service the care-port booth had insufficient occupation and we had to wait 25 minutes to be attended.

As we reached the desk your worker informed us “someone” from your company had already taken their names out of the boarding list, and she did not know how to solve the mistake. She asked us, politely but not really friendly, to go to the tickets desk for more assistance. At the ticket desk they confirmed us the mistake but were unable to offer any solution. We were not allowed to proceed - with valid tickets and within the boarding time schedule- to the gate, even under our own responsibility in case we would surpass the boarding time limit. We bought two new tickets  to guarantee that they could fly the following day. 

Both the care port and the ticket desk workers as well as your supervisor to whom and the client service per email in following weeks agreed the mistake happened, because of not enough personal. Unfortunately, even wehn accepting the mistake, your client service has denied us compensation. Your reason for denying the compensation is not only unlawful, but unethical.  Therefore we insist in getting compensation, and will take further legal steps to claim our rights if you don't respond to this claim

• Remboursement CHF 566.8.-
• Excuses