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Complaints to Swiss Air: How to Get in Touch With Customer Support, Telephones, Email

Complaints to Swiss Air: How to Get in Touch With Customer Support, Telephones, Email

Joanna Teljeur
Written By Joanna Teljeur
Last Updated: January 16, 2025

In 2023, Swiss Air transported 19.3 million passengers, a 28% increase from 2022’s 15 million. Revenue for the airline was also up 23% year-on-year, making it puzzling to learn that Swiss Air actively denies valid compensation claims to account for its shortcomings. 

Of the year’s Swiss Air complaints, one case saw the airline deny compensation due to “extraordinary circumstances.” The circumstance? Mechanical failure before takeoff. 

In a statement to the passenger, a Swiss Air representative wrote:

quotes

I would like to inform you that this flight irregularity was caused by an unexpected flight safety shortcoming affecting the rudder servo. For this reason, the scheduled aircraft, which was an Airbus A330-300, had to undergo an immediate technical inspection and to be removed from further operations.

The statement continued, 

quotes

Furthermore, considering the fact that this situation did not develop in our hub in Zurich but abroad where a replacement aircraft was not available in a timely manner, I must deny your claim for compensation.

Most travellers would consider this situation an airline issue, not an extraordinary circumstance. However, Swiss Air clearly saw it differently. If this situation should happen to you, you need to know your options to secure a satisfactory resolution. 

Swiss airplane at airport

What Can You File a Complaint About?

When flying with Swiss Air, you might need to file a complaint for many reasons. From travel disruptions to dealing with lost or damaged baggage, there’s a laundry list of things that can go wrong. Here are some common Swiss Air complaints you can formally seek resolution for:

As you can see, things happen—as one traveller made known by sharing their less-than-ideal experience:

quotes

We were very disappointed with the approach of the flight crew to our delayed and then canceled flight and the misplacement of our baggage. It has been five days and we are unable to get any information from any of the airlines that we are supposed to contact about the location and destination of our baggage. This has been a major impediment to our vacation, causing us to miss connections and events due to not having the correct luggage.

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Understand Your Passenger Rights

When you fly with Swiss Air, you're supported by passenger rights and airline policies that make sure your travel experience goes off without a hitch. However, things don’t always go according to plan.

Denied Boarding and Overbooking

If you're denied boarding because of overbooking, Swiss Air should provide care and arrange alternative transport to your destination as soon as possible. Alternate arrangements should be made under conditions comparable to your original booking.

Downgraded Service

If you're downgraded to a lower class, you're entitled to compensation within seven days based on the distance of your flight: 30% of the fare for flights up to 1,500 km, 50% for flights between 1,500 and 3,500 km, and 75% for flights over 3,500 km.

Flight Disruptions

In case of cancellations, delays, or missed connections, you can take another flight at no extra cost or get a refund for unused segments. If it’s not possible to accommodate you on Swiss Air flights quickly, the airline will arrange travel on another carrier.

Baggage Issues

Swiss Air is responsible for any damage or delay to checked baggage. According to the Montreal Convention, the airline is liable for baggage issues regardless of fault.

Personal Injury

You may receive compensation for injuries that aren't covered by insurance. This includes actual damages and, in accordance with applicable laws, moral damages.

Woman filing a Complaint to Swiss Air

Step-by-Step Instructions for Filing a Complaint with Swiss Air

Filing a Swiss Air complaint requires information specific to your situation. Gather details like your airline, flight number, departure and arrival airports, flight date, and, if available, your booking code and ticket number.

  • Step 1 - Select the Subject: Choose the main topic of your complaint, such as accessible services, staff interactions, or your journey to and from the airport.
  • Step 2 - Select Who is Making the Complaint: Choose whether the complaint is from you, on behalf of you and your family, or from a third party representing another traveller.
  • Step 3 - Flight Details: Enter the specific details of your flight, including the airline, flight number, and date. You can add details for up to three additional flights.
  • Step 4 - Personal Information: Provide details, such as ticket number, full name, and contact information. You can include information for up to six additional passengers.
  • Step 5 - Your Feedback: This is the area of the form where you will describe your complaint in detail. Here you can describe issues such as:
    • Type of travel interruption
    • Details about the delay/cancellation
    • Information on denied boarding
  • Step 6 - Attachments: Attach any relevant documents that support your complaint. Swiss Air asks that you not send sensitive information like credit card details.
  • Step 7 - Confirmation: Verify that all the information you've provided is accurate and true to the best of your knowledge.

How to Get in Touch with Swiss Air

Getting in touch with Swiss Air customer service might seem like a lost cause, especially when you read about experiences like this one shared on TripAdvisor: 

quotes

Despite numerous attempts and several emails sent to customer service to obtain an explanation, I never received any response from them.

There are several ways you can reach out to Swiss Air customer service for assistance. If one method doesn’t work, try another to make sure the airline addresses your concerns.

Swiss Air Phone Numbers

To speak directly with a representative, call the most relevant Swiss Air phone number as related to your complaint:

  • Main Phone: +41-61-582-00-00
  • Customer Service: +41 (0)848 700 700
  • Toll-Free: (833) 626-0737

Swiss Air Email Addresses

If you prefer to communicate in writing, you can reach out via Swiss Air email at one of the following addresses:

  • Customer Service: contactus@swiss.com
  • Legal Issues: dataprotection@swiss.com
  • Social Media Inquiries: socialmedia@swiss.com

Swiss Air Live Chat

For immediate assistance, connect with "Nelly," the Swiss Chat Assistant, available 24/7. Nelly can help:

  • Check and rebook alternative flights for free if yours is cancelled.
  • Calculate rebooking costs for non-cancelled flights.
  • Refund tickets if travel plans change.

Swiss Air Online Complaint Form

For issues that require a detailed explanation or aren't urgent, use Swiss Air’s online complaint form. Select the relevant subject, provide your details, and submit your complaint for resolution by the appropriate department.

Swiss customer service

Tips for Contacting Swiss Air Customer Service

Reaching out to Swiss Air's customer service will yield better results when you're prepared. Here’s how you can make sure your interactions are as productive as possible:

  • Gather Necessary Information: Before you contact customer service, have all your booking details ready—flight number, ticket information, and any other relevant documents that you might find useful during the call or correspondence.
  • Choose the Right Communication Channel: Depending on the urgency and specific nature of your issue, decide the best way to contact Swiss Air. Use the phone for immediate needs, email for detailed inquiries, and live chat for quick questions.
  • Be Clear and Concise: When you explain your issue, be as clear and specific as possible. The customer service representative needs to understand your situation to provide assistance.
  • Document Everything: Keep a record of all your interactions with Swiss Air’s customer service, including dates, the names of the representatives you spoke to, and the details of the conversation. Documentation will be invaluable if you need to escalate your issue or refer to previous discussions.

What To Do If Swiss Air's Customer Service Doesn't Respond

Swiss Air is required to resolve customer complaints within the stipulated 28-day timeframe as per EU261 compensation regulations. They protect passengers and make sure grievances related to flight delays, cancellations, and other service issues are resolved in a timely manner.

Steps to Take if There’s No Response

If Swiss Air doesn’t respond to your complaint within the 28-day window, or if the outcome is unsatisfactory, there are several actions you can take to escalate your issue:

  • Follow-up with Swiss Air: Send a follow-up email or make another phone call. Sometimes, additional reminders prompt a quicker response.
  • Contact National Enforcement Bodies: Each EU country has a National Enforcement Body that oversees airline compliance with EU261. You can file a complaint with them if Swiss Air fails to respond.
  • Seek Legal Advice: Consider consulting a legal professional who specialises in air passenger rights. They can offer guidance on Swiss Air complaint procedures and potentially take legal action if necessary.
  • Use Social Media: Publicly posting your concerns on social media platforms can sometimes expedite a response. Airlines tend to prioritise issues that gain public attention to protect their image.

Ready to sort out your travel troubles? Submit your flight information with Swiss Air and get the compensation you deserve.Check Your Flight

Frequently Asked Questions

How long does it typically take for Swiss Air to process a compensation claim?

Swiss Air complaints are generally resolved within the 28-day timeframe as mandated by EU261, but compensation claims might vary based on the case's complexity. Typically, straightforward claims are processed quicker, but if your case involves multiple segments or international regulations, it may take longer.

What are the most common reasons for complaint rejections by Swiss Air?

Swiss Air complaints are typically rejected due to insufficient information or failing to meet the claim criteria. To make sure your complaint is considered, provide all required documentation, such as boarding passes, receipts, and detailed incident descriptions.

How can I track the status of my complaint or compensation request?

You should receive a reference number once you've filed a complaint or compensation request with Swiss Air. You can use this number to track the status of your complaint through their customer service channels, such as phone or email.

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Complaints

Ian Mellor

No reason given

Feb 6, 2025
They have claimed that the cancellation was caused due to 'ground handling impaired by initial publication on E95'. I do not believe this as my son and his family were booked on the same flight and have been compensated. You have asked that we send boarding passes. these were downloaded to the phone wallet and automatically deleted.
Mars Kullerstrand

Technical problems

Feb 6, 2025
The announcement system was broken on the flight. This was must have been noticed long before boarden. The plane even started taxing. Additionally, according to Swiss policy mentioned on their website - ”Baggage transfers if your flight is cancelled - We will handle your baggage transfer for you if you are rebooked”. So this should be compensated as well. It was not an unforeseen breakdown that could affect flight safety. This was a technical problem caused by failure to maintain the aircraft.
Bhushan Patel

Technical problems

Jan 29, 2025
We arrived at out final destination full 24 hours late. We arrived at the airport at around 6 PM as were traveling with 2 very young kids, we were checked in & waiting until around 1 AM when airline told us that the flight for that day was canceled due to a technical reason (no further information was provided then) & offered same flight for next day as alternate which we accepted. The delay made us miss our excursion (Museum of Future) at Dubai which we had already paid for ($171.55 / 164.58 Euro). We also had to forgo our one night stay at Dubai as it was nonrefundable ($94.15 / 90.33 Euro). This was a big inconvenience with two very young kids as we had to take a trip back home in the middle of the night due to cancellation & come back all over again the next ay within few hours.
Warwick Brooker

No reason given

Jan 29, 2025
It was displayed on the info board that the flight was cancelled. After queing for almost 3 hours at an information desk we got on a flight the next day, no explanation given for the cancellation even though we asked a number of time for a reason. We were informed by the desk agent to apply for compensation. Voucher for food was given as compensation but at this late hour everything was closed so no food or beverage could be ordered so nothing to be eaten or drink the whole night. The transit hotel was full, the bed given in a room full of people was totally unacceptable so no sleep was achieved. Forcing to sleep in the airport. At that late hour, the whole airport was shutdown not anyone available, this was very disturbing for my wife and I. This cancellation for no reason let us to not being able to get home for Christmas eve and celebrate with family visiting and ruined a Christmas that was arranged and catered for. Kindly consider this compensation for request. This is a red flag to never travel with SwissAir again.
Leanne Brooker

No reason given

Jan 28, 2025
Our return flight back to JHB from Zurich was cancelled at the last minute. We were forced to stay in the airport overnight. There was no explanation given for the cancellation of this flight, despite requesting a reason. After standing in a queue for almost 3 hours, the gentlemen at the transit desk managed to get us on a flight the next day and explained we would get compensation for this. Meal voucher for 20 Swiss Francs were given to redeem but unfortunately, everything was closed at the time (almost midnight) therefore no meal or even a coffee was able to be purchased, which added to the frustration and inconvenience. We had family visiting and plans for Christmas Eve with loved ones back home which had to be cancelled and this could not be celebrated together. Another point I must add is that soon after this whole cancellation the airport shuts down and we couldn't get anywhere, nobody around to help or direct and this was quite scary and inconvenient in every way, especially in a foreign country. We would appreciate you considering this appeal for compensation. Much appreciated.
Meghan Doherty

Weather conditions

Jan 24, 2025
My first flight from Dublin to Zürich was delayed. I was told by the airline before we landed that I would make my connecting flight and I was told to go to the gate immediately and that it was close by to where I landed. This was incorrect and I had to get an airport train to the next gate and I did not make the connecting flight. I then had to queue for 5 hours in Zurich airport to arrange another flight. By the time I got to the front of the queue after 5 hours, there were no more flights that evening so I had to spend the night in Zurich and fly a different route the next day. I was told by Swiss airlines when they re arranged my flight that my luggage would be with me when I checked in the following morning. This was not the case and I didn’t receive my luggage until 4 days later. I had no clothes or shoes or any of my belongings, therefor I had to buy items when I arrived in Sydney. 4 days later when my luggage arrived my suitcase was broken and smashed and 2 wheels broke off and I wasn’t able to use it. I have contacted Swiss airlines multiple times for a reimbursement of my expenses due to my lost luggage. I have opened claims with them and I am yet to get any response from any of my queries. A terrible experience overall. I arrived 14 hours late to my final destination , which I lost out on a full day of my travels. I hadn’t seen my family in 5 years in Sydney and this ruined the beginning of the entire trip. I was out a lot of money as I had no clothes, or shoes or toiletries or anything for 4 days of being there. I then had to waste time shopping instead of spending quality time with my family . A really terrible experience overall.

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