The Service Centre Basel employs around 110 people who handle the concerns of our premium customers in Switzerland and Lichtenstein seven days a week. Thanks to our collaboration with other business partners around the world with locations in Berlin, Istanbul, Cape Town, Lima and Fiji, SWISS is available to all customers around the clock for their questions and requests.

The summer holidays also mean an increased amount of work for our Service Center staff in Basel. While they handle around 800 enquiries a day on normal days, this can be 15 per cent higher during the summer months. In all service centres, more than 6,500 enquiries are currently processed per day, which is about 30% more than on normal days.

And which topics do the Service Centre agents deal with most during this time? The main customer concerns are rebookings or new bookings, and other service issues such as seat reservations, travelling with children, taking animals with you or Miles and More requests. In the video, Yolanda gives an insight into her daily routine on the phone.