Swiss International Air Lines review: Missed connection

I was due to travel from London to Zurich, connecting to Rome on 7.9.2023. There was a discrepancy in the passenger count resulting in the flight being delayed. Instead of 08.40-11.20 it operated 10.11-12.59. The onward flight was 12.40-14.20. I was rebooked onto another airline flying 18.45-20.10. The total delay was 5h 55m on timetable and 6h 10m actual. This appears to me to be a very simple claim under EU/261/2004 missed connection legislation.

When I contacted the Customer Services I got two responses, claiming Swiss didn't operate the flight. It was clearly a Swiss A.321neo aircraft owned and operated by the company. They then closed the case without taking any action despite two replies form me requesting information on their definition of "operating carrier".

It seems the airline has a poor reputation in the industry for paying these claims.

"The flight you indicated LX317 on 07 September 2023 this was the flight you were rebooked to upon the cancellation of your initial flights LH2483 & LH187 on 11 September 2023 was operated by Lufthansa airlines.

Therefore in line with the said regulation, only the operating carrier can process your claim.

For this reason, I must inform you that a further evaluation or compensation is not possible on our side.

Iliseva Waqata

Consultant

Customer Feedback Services / R1S

Swiss International Air Lines Ltd.

Customer Feedback Services

P.O. Box

8010 Zurich