Unresponsive, unclear and unhelpful.

I had to unfortunately rearrange a flight with Swiss Air due to the recent omicron varient travel restrictions. The process around this was so opaque I could not find the information I required despite their website stating "If your ticket is completely unused, the ticket price including all taxes and fees will be refunded to the original means of payment."

I spent 10's of hours of hold to multiple swiss air contact numbers and offices without an answer or an indication that anyone would ever answer the call. Emails remained unresponded to. Eventually I submitted the "Request Refund" form as a last hope of making contact. During this process there was no indication that my ticket may only be partically refunded.

Eventually I did get a response saying just 10% of my ticket purchase price would be refunded. Depsite replying to this email several times saying I would rather reschedule that get this pitiful amount I have only been met with unhelpful responses.

I would have been open to rebooking the flights, taking a voucher or a refund.

Dealing with Swiss Air has been a terrible experience thus far, making the diapointment of our cancelled trip all the more bitter.