Swiss International Air Lines
Reviews and Complaints

We had a terrible experience with Swiss Airlines. Multiple flight cancellations led to significant delays, and when we tried to return from Cancun to Zurich, a booking error meant we couldn’t board our flight. Despite trying to contact Swiss' customer service for over 24 hours, we were unable to reach anyone. As a result, we had to book a new flight with Air France for CHF 2,345. This is simply unacceptable service from an airline we once trusted. We expect a full reimbursement and will rethink our choice to fly with Swiss in the future. But now the don't even reply to our refund request. They just move our request between their sub companies.

We flew from Boston to Berlin thru Zurich on August 15, 2023 to begin a 21-day European trip. Our baggage did not arrive with us in Berlin. Two of the 3 bags arrive 12 days later in Split, Croatia and the third arrived 31 days late on September 16, 2023, in Boston. We filed a claim (case no. 2309-LX-09917) on September 12, 2023 and received a response on September 16, 2023 with a proposed reimbursement. The proposal was far less than our claim and we requested an explanation of the proposal and received no reply to our request other than a statement that they stood by their proposal. Since that date I have emailed, called, and written to Swiss Air and have received no response. The total lack of responsiveness is truly amazing to me. At this point we are not arguing about the amount of the reimbursement but are seeking information about what they are proposing to reimburse.

Thank you for any help you may be able to provide.

Armand Epstein

I have been put on a stopover via Zurich but when I made my booking it was for a nonstop which I definitely require. I contacted Swiss and twice they told me it was not them but the travel agent who must deal with this. I have tried contacting Opodo many times. I would like Swiss to put me on another flight on the same date with one of their star alliance partners or do something esle to help me. I dont believe it is right that they just fob me off onto Opodo.

Regards

D Schneider

We made a partial refund of our ticket for $1400 AUD in August 2022 and are yet to be paid. Our booking reference is J36SK6.

I have called the airline customer support up to 10 times and have been told that they have spoken to the refunds department and that it has been processed and will be paid within 7 days. We then wait for the payment and nothing happens. This has happened time and time again.

When emailing the airline, their information customer support team shrug responsibility and tell me that they do not deal with refunds but fail to offer a contact to the refunds department.

I just want somebody to help me and at least pretend they care.

It has been a genuinely horrible experience trying to get the airline to pay me the money that they owe me and have owed me for over a year.

We booked and paid for a business class flight (OAX8U8), from Zurich to Tallin. To our dismay, the passenger, DSG CEO Yaron Assabi, was allocated an economy class seat. A wrongful downgrade and subsequent undeserved discomfort in his flight to Tallin.

We were thus forced out of our pressing commitments, to make numerous futile efforts to contact Swiss air to try and reverse this error. Our tireless plea fell on deaf ears, as every customer support centre that was contacted, gave a hopeless response that there was nothing that they could do.

To add insult to injury, he boarded the flight to find multiple empty business class seats, yet his booked seat had been re-allocated to another passenger. He was then offered 200 Euros, requested to sign a form to give them consent to downgrade him, which he did not take.

We were utterly appalled, not only, by the error made by Swiss air, but by your complicit response, where a fault of this magnitude was treated with indifference, and no effort being made to resolve it.

You can appreciate that, with sustainable and responsible business behaviour being an important pillar of your corporate strategy, an ailing client service proposition only proves to be counterproductive.

We hope that Swiss air will make an effort to address and remedy this disastrous outcome.

I have booked several Swiss Global Fare tickets over several years. The ticket is always with Star Alliance carriers. We are members of Miles and More, so enjoy earning miles and status. The most recent ticket from Swiss does not include a Star Alliance carrier between Australia and North American west coast. If Star Alliance is a team why does Swiss use Qantas, a nonStar Alliance member, to connect me, I am in Australia, with the US west coast?

My ticket agent says Swiss does not have a contract with any of the Star Alliance carriers connecting to the US west coast. I have written to Swiss, they sent me to Miles and More.

Hi,

I recently booked my round trip from Chicago to Delhi.

Date of departure- Aug/1/2023

Date of return- Aug/29/2023

Reservation number- RUOEXQ

Before making the payment on 6/15, I had called customer care of Swiss and specifically shared the flight details, traveling in business class and confirmed if I can take my in cabin dog in the flights. I was told on phone that all the flights have availability and I can proceed with my reservation. I made a payment and are facing following issues now:

Issue-1

My passenger details clearly say Ms. Avni Sabhani, but my reservation confirmation states Mrs. Avni Sabhani.

Issue-2

I have called three times to register my pet and have gotten three completely different information. First told me that my flight does not have availability. Second told me that she had booked it and I need to just send her Vet signed form. Third told me that code share flights are not applicable to travel with pet.

I made the payment only after confirming with customer care and now I don't even know if I can take my pet with me or not. The first leg from CHicago to Zurich is operated by United and now I am struggling to register my pet there as well.

In total I have called Swiss airlines customer care 4 times and have received a different information each time. I am feeling betrayed, confused, anxious and frustrated. I do not know how to take my pet with me now.

My ref M3H5S3. I applied for seat upgrade a second time as the first one showed error. A few days later my credit card was charged twice although the upgrade was not successful. After some frustrating email exchanges I received an email on 18 May confirming the amount to be refunded within 14 days of the submission of request for refund. On 7 June I sent an email for status. On 8 June I received email that the refund request has finally been submitted but the amount is only for one charge to my credit card. This means there was nothing done after the 18 May email and I sent another email on 8 June stating that the refund amount is not correct. There has been no response.

Name: Mr Alan Codrington

Flight details of my complaint

From Panama: Panama City: PTY Tocumen Airport (01 May 2023)

To USA: New York: JFK Airport ) (01 May 2023)

From USA: Newark: EWR Airport (01 May 2023)

To United Kingdom: London: LHR Airport (01 May 2023)

Booking Number [protected]

Swiss Air (Operated by Copa Airlines/United): Flight Number 807: Flight Confirmation: ISRK07: 07:26 Hours

Swiss Air (Operated by United Airlines): Flight Number 7130: Flight Confirmation ISRK07: 13:47 Hours

Affected Flight: Flight Confirmation ISRK07: Flight Number: 110 (United Connecting Flight from JFK to Newark): 18:00 Hours

To whom it may concern,

Re: Missed connecting flight from EWR to LHR - scheduled at 18:00: Request for Compensation

After missing my connecting flight in New York through no fault, I was forced to buy another ticket to return to England (Dollars: $545.72 + $100 in baggage fees). I am making a complaint about the time of the departure of the connecting flight (JFK to Newark in under 4 hours). After being stuck in an immigration queue for 2.5 hours due to the number of passengers arriving at JFK at that time of day; having to collect my bags; and obtain my own transport during rush hour to make a two-hour journey when at that time of day it would usually take three at a push. Furthermore, upon arrival at EWR, I would have been required to check in again in order to obtain a boarding pass; check my bags; and clear security: This is absolutely impossible, and this ticket should not have been sold for that reason. Airports stipulate that one should arrive for a flight at least two hours before departure in order to ensure that the above processes are undertaken to be able to ensure one can fly. Again - totally impossible. After eventually leaving the airport at approximately 16:45 hours, I attempted to reach EWR. However, I called your customer services ahead of my arrival and they informed me that I would probably miss the flight because the gates closed at least 15 minutes before take-off, and given my current location, it was unlikely that I would clear all necessary procedures to get to the gate on time. I nevertheless attempted to continue my journey, but the driver of the car informed me that we had at least two hours in the current traffic to reach EWR. I, therefore, decided to travel to my Aunt’s home in New York in order to try and reschedule my flight with Swiss Air. However, when I called Swiss Air to reschedule - based on my flexible ticket, and the fact that missing my flight was a consequence of lousy scheduling by Swiss Air, I was informed that i would have to deal with United. I subsequently called United and they stated that I would have to deal with CheapoAir LTD, the company through which I made my original booking. After what was by then several hours of seeking a resolution, I eventually spoke to CheapoAir and explained my situation. They contacted your airline on my behalf, again, and someone from your airline explained that as far as they were concerned, I was a “no show” and what therefore rebook me onto a later flight. This opinion was arrived at even after CHeapoAir explained the circumstances of the missed flight. Nevertheless, you still refused to rebook me, and in order to get home, I was required to pay the above $545.72 + $100 in baggage fees, via CheapoAir, with Lufthansa Airlines, as they were the cheapest and most convenient flight I could find a home. This is an extraordinary financial burden: I am not well-off, and this unexpected expenditure continues negatively impact me to date.

It is, therefore, my contention that due to the unrealistic layover time between my flight from JFK and EWR, which required at least seven hours, or even an overnight layover in order to reach EWR on time, I am requesting that you reimburse me, by way of compensation, the $545.72 + $100 baggage fee I had to outlay to continue my journey home to England. I have available receipts upon request.

Finally, I have tried to complain directly to the company since my return on 03 May 2023 but have been given the run around with email addresses that do not work, and telephone numbers that do not connect. I think their customer service is the worst I have ever encountered. Please help me!

Kind regards,

Mr A B Codrington

Dear Swiss Team!

Could you help me to handle following situation:

I have booked tickets through Bravofly company , Booking [protected] Von Zurich nach Tallin 02.04.2023 and Tallin nach Franfurt and Frankfurt nach Zurich 15.04.2023.

I got information from the company that my flights are cancelled.

I made a new reservation from the company WEg.de PNR P72EP6, I went through this page to make on-line check inn. and I was sure that all is good.

Zurich -Tallin 02.04.2023 and Tallin -Zurich 14.04.2023.

On the way to Tallin everything was good and I didnt know that I was checked inn based on my first reservation!

Nobody told me that I had double booking...

I understood that there is a mistake only on the 13.04.2023 when I tried to make on-line check inn on my flight back. My husband helped me to reach someone on the help desk by telephone. To solve all issues took 4 hours from us! And a lot of nerves. At the end we came back with a diffrent flight from Tallin to Zurich on 14.04.2023.

Now Bravofly company doesnt want to pay me money back as they said that I took my flight from Zurich to Tallin with their booking but I had concelation from them.

I dont understand whom made mistake : Airlines, Agency but I want to get my money back.

Cpuld you assist me in this situation. One month I was waiting for full answer from the agency but as I understood from them, they are not going to pay me this summ for the tickets from Zurich to Tallin. I want to understand who made this mistake and to get explanation.

Thank you in advance,

Anastasia

[protected]@yahoo.com

My baggage was lost during my connection in Zurich in my travel from Amsterdam (LX 0725) to Tokyo Narita (flight LX 0160) on 7th May 2023.

Lost luggage was declared at Tokyo Narita airport, after it was found missing from the baggage claim upon arrival.

My luggage will only delivered on the 10th May.

I have then been forced to by clothes to change for the 9th and 10th May, as I have to attend a conference.

Hence, I claim $100 as a compensation for the items I had to buy.

If any item is lost (stolen) or damaged in my luggage, I will held Swissair responsible.

ALL

Case no. 2210-LX-09080-F003

Karin bonfil Miles & More # [protected]

Missing Luggage

Flight details:

Oct 4th Tel Aviv to Zurich flight number LX0257

Oct 4th Zurich to Dublin flight number LX0400

On Oct 10th we claim for inventory luggage refund reference number DUBLX10376 , total amount of 2000$ .

We sent dozens of emails and open dozens of online complaints but without any response from swiss.

Last month I receive response from Swiss asking me to accept 400 euro payment , when I asked the primum customer service if this is the final amount she rudely reject my questions and send the following :

“Dear Mrs. Bonfil,

I refer to your additional message of 24 March 2023.

Regrettably, my correspondence dated 24 March 2023 has again failed to meet your satisfaction and we have not been able to offer amicable resolution.

However SWISS has responded adequately in your case. I therefore trust in your understanding that this message reflects our final position and that this file is now considered closed.

Yours sincerely,

Iliseva Waqata

Consultant

Customer Feedback Services / R1S”

THIS IS VERY BAD CUSTOMER SUPPORT , IT SHOULD BE NOTED THAT IM COVER IN PRIVATE LUGGAGE INSURANCE AND THE INSURANCE COMPANY WANT A CLEAR STATEMENT FROM SWISS WITH ALL THE PAYMENT MADE TO ME .

Please contact me A.S.AP I want to finish this saga its 6 month of headache .

Please response A.S.A.P , I need to transfer the latter to my insurance company