According to the Kapers union, more personal service while reducing the number of flight attendants in the Swiss Business Class does not work. The cabin crew would be overworked.

Swiss turned the service concept upside down in business class. What is new is that each C flight attendant is responsible for around 12 passengers and only looks after them. Previously, these were served together. At the same time, the number of flight attendants working in long-haul business class has been reduced.

According to the Kapers union, the concept does not work in practice. It would “simply not be feasible”. The fact that the management would like to make the service "more personal" means that the previous division of tasks is no longer applicable. The result is that there would be stress and chaos in the galley. This should also be exacerbated by the fact that one flight attendant is less available and, on top of that, the food and drinks have to be served individually - i.e. not from the trolley.

Kapers also accuses Swiss of not accepting concerns and criticism from flight attendants and the union. Rather, they stubbornly stick to the new concept in the premium classes. When asked, a spokesman indicated that there would be "necessary adjustments".