Swiss International Air Lines complaints: comments, page 3
206 comments
Felix Ayomiposi A
Verified | Aug 7, 2025
London-Zurich
Economy
Problems at airport
We were notified of the flight initial delays during check-in. It was scheduled for 20:05 but rescheduled to depart at 20:30, then again rescheduled for 21:30. Unfortunately after boarding at a later hours, the flight was finally canceled as announced by the flight captain/pilot, all passengers were ordered to disembark from the flight as were offloaded around 22:00 hours of the day. No hotel, food, drink were provided, no alternatives provided for making the trip to my destination (Zurich) on the same night of 30th of July, 2025. I was made stranded at the airport overnight until the following morning because swiss airline staff took longer time than expected to attend to us after been offloaded from the flight. It was a night of regret & disappointment to say the least. In the end, I couldn't meet up with my business appointment in Zurich as planned on the 31st of July, 2025 . The whole trip was forfeited and made so hectic. I arrived in Zurich at around some minutes after 12pm local time.
- London-Zurich
- Economy
Ninoslav M
Verified | Jul 24, 2025Chicago-Belgrade
Economy
Problems at airport
Avion je kasnio u polasku oko 3 sata. Zbog kasnjenja u polasku,nisam uspeo da uhvatim connecting flight iz Ciriha za Beograd. Nakon toga su me preusmerili iz Ciriha za Budimpestu pa iz Budimpeste za Beograd. I umesto da budem u Beogradu u 2pm kako je bilo predvidjeno,ja sam u Beograd sleteo u 11:55pm. Razlog kasnjenja je nemogucnost da nas ubace u sistem zbog neke greske ili nesto slicno.- Chicago-Belgrade
- Economy
Ilija K
Verified | Jul 15, 2025Athens-Stuttgart
Economy
Successful claim
Problems at airport
The flight from Athens to ZΓΌrich was delayed, so I missed my connecting flight to Stuttgart. I had to spend the night in ZΓΌrich and had a flight to Stuttgart LX1164 at 09:35. The Boarding Pass was printed out for me at the airport and I don't have it anymore. The biggest problem for me is that I did't return to work in time. I did not get any explanation for what happened, I only got the SMS messegaes when I landed in ZΓΌrich, that I made a screen shot for you, telling me that my flight is rebooked. Thank you for your help!- Athens-Stuttgart
- Economy
- Successful claim
Margaret H
Verified | Jul 7, 2025Dubrovnik-Ottawa
Economy
Influence by other flights
The flight from Dubrovnik to Zurich was late leaving so by the time we arrived in Zurich our flight to Montreal had already departed.- Dubrovnik-Ottawa
- Economy
Marg H
Verified | Jul 7, 2025Dubrovnik-Ottawa
Economy
Successful claim
No reason given
Flight from Dubrovnik was delayed so me arrived in Zurich after our flight to Montreal had departed.- Dubrovnik-Ottawa
- Economy
- Successful claim
J Z
Verified | Jul 7, 2025Economy
ill advised by phone agent and still waiting for resolution
There was a change in the departure time of my scheduled flight. Over the phone the agent advised me that in this case a cancellation would be free of charge. Upon their advice I requested to cancel the flight, only to find out that because the change is less than 2 hours, I was not eligible for a refund. This is completely unacceptable. I have requested a formal investigation and review of the phone recording with the agent. To this date I am still waiting for a resolution- Economy
Manu G
Verified | Jul 3, 2025Economy
delay luggage - equipaje demorado
me enviaron este mail: Dear Manuela Gutierrez, We were unable to load your checked baggage for your SWISS flight LX1416 from Zurich to Belgrade on 1 July 2025 as planned. However, your baggage has already been rebooked on SWISS flight LX1418 on 1 July 2025 with an expected arrival on 1 July 2025 at 19:10.- Economy
- Desired solution
Refund
Anni H
Verified | Jul 1, 2025Beirut-Stockholm
Economy
No reason given
Their flights were cancelled which meant they missed our family reunion, their grandchildren's birthdays. I spent hours on the phone trying to rebook to other dates etc. They finally cancelled with refund but not rebooking with other flights. I had to rebook flights with AIR FRANCE for Anni Hoeglind but Thore Hoeglind was unable to travel with the new dates so he didn't come at all. It was very disappointing and caused family stress.- Beirut-Stockholm
- Economy
LΓ‘szlΓ³ B
Verified | Jun 28, 2025Budapest-Palermo
Economy
No reason given
Arrived late at a conference, missed opening session, technical session (preparation for spakers), ice breaker meeting ...- Budapest-Palermo
- Economy
Chaitanya A
Verified | Jun 26, 2025Mumbai-Geneva
Economy
Technical problems
I arrived at Geneva at around 13:00. Flight was cancelled before takeoff due to "Hydraulic Pump Overheating". The airline told us that they will book the next flight which departs in 30 mins, but then at the airport we were made to wait for a flight that departed after 12. The airline provided a 20 CHF meal voucher.- Mumbai-Geneva
- Economy
Ioana C
Verified | Jun 9, 2025Warsaw-Zurich
Economy
No reason given
I was informed the evening before the scheduled flight that the flight is cancelled and I was offered options to take alternative flights. I choose a flight operated by Polish Airlines (LO409).- Warsaw-Zurich
- Economy
Natasa K
Verified | Jun 4, 2025Nice-Sarajevo
Economy
Weather conditions
I was meant to arrive at Sarajevo International Airport (as my final destination) at 6:30pm but instead arrived after 11:30pm due to an initial flight delay due to bad weather from Nice to Zurich. I then missed my connecting flight from Zurich to Sarajevo, and had to be rebooked onto the next flight which was from Zurich to Vienna and then another flight from Vienna to Sarajevo. Both rebooked flights were also delayed. It was a huge inconvenience as I missed a work dinner meeting which was scheduled for 7:30pm that evening meaning I also had a loss of income and had to arrange for private transport from the airport and cancel my initial transport which was arranged and paid for by my employer.- Nice-Sarajevo
- Economy
- Desired solution
Refund
Coenraad H
Verified | May 21, 2025Johannesburg-Amsterdam
Economy
Weather conditions
My trip was significantly disrupted due to bad weather conditions that affected my connecting flight. After a long and exhausting journey from South Africa, the last thing I expected was further delays and complications. Although Swiss Airways did eventually communicate the situation, the information came only shortly before the rescheduled departure, leaving little time to adjust plans or find alternatives. The extended travel time and lack of timely updates made the experience extremely inconvenient. What should have been a smooth end to a long journey turned into a stressful and frustrating ordeal, casting a shadow over the whole trip and leaving me physically drained and disappointed.- Johannesburg-Amsterdam
- Economy
Ashna S
Verified | May 20, 2025Zurich-Schonefeld
Economy
No reason given
They informed me less than 2 hours before that my flight has been cancelled. After standing in the line for 2.5 hours, they rebooked me on a flight at 5:30 p.m (LX982) on the same day; which was also then delayed by 1 hour - eventually I arrived in Berlin at 8 p.m instead of original arrival of 3 p.m. Therefore, for 4+ hours, I was loitering around at the airport waiting to get to Berlin. I asked them to give me a voucher for food, so they gave me a 20 CHF voucher. No reason for cancellation was given, even when I asked - instead the staff was frustrated and annoyed at Passengers.- Zurich-Schonefeld
- Economy
Andrzej K
Verified | May 11, 2025Warsaw-Palma de Mallorca
Economy
Problems at airport
Na jednej rezerwacj SWISS mam lot przesiadkowy Warszawa-Zurych-Mallorca. Lot z warszawy opΓ³ΕΊniΕ siΔ na tyle dΕugo ΕΌe nie zdΔ ΕΌyΕem na 2gi lot. Linia przebookowaΕa mi lot Zurych-Mallorca na nastΔpny dzieΕ. PrΓ³bowaΕem juΕΌ otrzymaΔ odszkodowanie bezpoΕrednio od SWISS ale odmawiajΔ podajΔ c takΔ przyczynΔ (cytat z maila od SWISS): "After careful consideration in regards to the delay of your flight LX1349 from Warsaw to Zurich on 06 April 2025, you unfortunately missed your connecting flight WK 244 from Zurich to Palma de Mallorca. The delay was caused by anti-ice issues at the airport. On behalf of SWISS and its cooperation partners, I apologize for the inconvenience you had as a result. Official instruction must be followed by airlines, which cannot influence them. We consider the described flight delay as necessary and this irregularity to be an extraordinary circumstance. This could not have been avoided even if all reasonable measures had been taken. Therefore, I must deny your claim for compensation in application of regulation EC261/2004." Na obydwu lotniskach byΕo wtedy +20C wiΔc powΓ³d uwaΕΌam za nieadekwatny. Noc w Zurychu zostaΕa zapewniona przez liniΔ lotniczΔ .- Warsaw-Palma de Mallorca
- Economy
Serena T
Verified | Apr 26, 2025Venice-Cancun
Economy
No reason given
I am writing to lodge a formal complaint regarding the appalling experience we endured during our journey from Venice to Cancun, largely due to the complete mismanagement and negligence of Swiss Airlines. Our travel experience turned into a complete nightmare because of: β’ Two flight cancellations, handled with little to no support or clear rebooking options; β’ A critical error by Swiss Airlines staff, who incorrectly registered my partnerβs name, causing us to be denied boarding on the replacement flight; β’ Being stranded overnight in Zurich without proper assistance or timely alternatives; β’ Being rerouted through London, where we were forced to transfer ourselves between Gatwick and Heathrow airports, bearing the transport costs personally and enduring further chaos and stress; β’ Ultimately arriving in Cancun a full day late, causing us to miss an important wedding we had traveled specifically to attend. Throughout this ordeal, Swiss Airlines demonstrated a shocking lack of competence, professionalism, and concern for passengers. We were treated like parcels, shuffled from airport to airport without clear communication, proper accommodation, or basic care. On top of the emotional strain, we incurred significant extra expenses β transport (e.g., Uber between airports), food, and other unplanned costs β all due to your airlineβs mishandling. Given the magnitude of the disruption, the financial impact, and the appalling way we were treated, I am demanding a full refund of our tickets as well as appropriate compensation for the additional expenses and the serious inconvenience caused. I believe it is important for other travelers to be aware of the unacceptable treatment we received at the hands of Swiss Airlines.- Venice-Cancun
- Economy
Ildemaro Andres R
Verified | Apr 24, 2025Venice-Cancun
Economy
No reason given
Everything seemed normal when our trip was about to begin in Venice, heading to Cancun. We were supposed to make a stop in Zurich and then another in Montreal before finally reaching our destination. Just as we were about to take off from Venice, I received a text message from Swiss Air saying that our connecting flight to Montreal had been canceled. I couldnβt find out more until we landed in Zurich, where I got another message saying we had been rebooked on a direct flight to Cancun. That actually sounded great β even better than the original plan. But just a few minutes later, I received yet another message saying that this new flight had also been canceled. Already at Zurich airport, the headquarters of Swiss Air, we had to go to the desk to ask them to find us a new route. After hours of waiting, a staff member β who was new (and hey, weβve all been new at a job, so I donβt blame him) β found us an alternative route through London, then Mexico City, and finally Cancun. We had to spend the night in Zurich, and first thing in the morning, we had a flight operated by British Airways to London. At the gate, they told me I couldn't board because my name on the passenger list didnβt match my ticket. They said the Swiss Air desk had made a mistake, and I was denied boarding. The nightmare continued. We had to deal with Swiss Air again, and eventually, they put us on another flight hours later via Gatwick. From there, we had to rush to Heathrow by taxi β otherwise we wouldnβt have made it to the next flight β and finally, we managed to get to Cancun more than 24 hours late, having lost hotel reservations and transfers to Tulum. After this whole experience β with a couple of canceled flights, one flight I wasnβt allowed to board due to the airlineβs error, and the terrible connections they gave us β Swiss Air denied us any compensation. It was a disaster and the last time Iβll ever fly with them. I donβt recommend it β terrible service, to say the least.- Venice-Cancun
- Economy
Michel V
Verified | Apr 17, 2025Economy
Not able to check in
Although I had a confirmed booking R44CP3 and ticket number 7242341310094, the check-in officer informed me that I was not on the passenger list! She showed me the list so that I could confirm my name didn't appear in this list. Upon checking further, I was informed by the Swiss service desk, that Swiss had refunded my ticket. Neither did I receive this information via email, nor information about the reason why my ticket was refunded. I was forced to buy a new ticket at more than double the original ticket price. New ticket number: 7242341694100. I need an explanation on what went wrong with my booking, why I was not informed that Swiss took me out of the passenger list, and would like to claim the difference in price between the original booking and the second one: Original price: 133.12 GBP New ticket price: 280 + GBP ( I didn't receive a receipt) so I write this from memory. I'm a gold member, and have never experienced this before.- Economy
- Desired solution
Apology / Voucher
Colette I
Verified | Apr 10, 2025Manchester-Regina
Economy
No reason given
Finally arrived at my final destination over 24 hours late and when I did arrive my luggage did not!. My luggage was further delayed to my final destination buy another 24 and 48hours and when the last 1 did arrive it was damaged!!! I do have photos and labels with dates on for proof- Manchester-Regina
- Economy
Haixuan L
Verified | Apr 1, 2025London-Newark
Economy
Influence by other flights
Flight from London to Zurich was delayed due to previous late incoming flight into London. Therefore the Zurich to Newark leg was missed and flight was rebooked for the next day at 10am (and arriving in New York JFK at 12.50pm)- London-Newark
- Economy
David Anthony P
Verified | Mar 27, 2025Copenhagen-Stuttgart
Economy
Successful claim
Technical problems
The flight took off as scheduled from Copenhagen Airport at 16:45. 15 minutes into the flight the Captain announced that we're having technical difficulties with one of the engines, and that their forced to shut it down and return to Copenhagen airport to ensure our safety. We arrived back in Copenhagen approx. around 17:15-17-25 . Afterwards we were told to seek further assistance at the information desk. It took roughly 10 minutes to walk to the information desk, and then another 20-30 minutes until a Lufthansa flight agent was able to take my case and assist me with my rebooking. The process was smooth and took only 5 minutes. I didn't receive any options, I was only told that my flight is leaving in an hour while the new boarding passes where handed to me. The new flight connection caused no further disruptions and got me to my final destination around 22:20, with a delay of about 3,5 hours. I contacted the airline regarding my flight compensation, but my claim was rejected due to "extraordinary circumstances". I challenged the rejection and wanted proof as it could very well be caused due to negligence in maintaining the aircraft. But the airline also rejected my challenge without providing any additional documents to proof the "extraordinary circumstances".- Copenhagen-Stuttgart
- Economy
- Successful claim
Caria E
Verified | Mar 24, 2025Lisbon-Florence
Economy
Problems at airport
My itinerary was as follows: β’ Flight 1: LX2087 β Lisbon (LIS) to Zurich (ZRH) β’ Flight 2: LX1680 β Zurich (ZRH) to Florence (FLR) β’ Scheduled arrival in Florence: 18:05 β’ Actual arrival: 22:50 (+4h45min than scheduled) β’ Booking Reference: W7S64E β’ Passengers: β’ Eduardo Caria β E-ticket: 724-904421994 β’ Maria JoΓ£o Caria β E-ticket: 724-904421993 Shortly after boarding in Lisbon, the pilot informed passengers that the delay in take-off was due to issues related to luggage loading, which allegedly led to the aircraft missing its allocated air traffic control slot. As a result, we experienced a substantial delay on departure and subsequently missed our connection in Zurich. We were rebooked on an alternative routing via Paris, on the following flights: β’ AF1815 β Zurich to Paris (CDG) β’ AF1266 β Paris (CDG) to Florence (FLR) Not only did this rerouting cause us to arrive in Florence nearly five hours later than scheduled, but the ZurichβParis flight was also overbooked, which added considerable stress and uncertainty. Furthermore, we made the connection in Paris with only minutes to spare, further compounding the anxiety caused by the situation. Since the delay was the result of operational factors under Swiss International Air Linesβ control, this situation clearly falls under EU Regulation 261/2004. I am therefore requesting the standard compensation of β¬400 per passenger, totalling β¬800. In addition, due to our late arrival in Florence at 22:50h, we were unable to collect our pre-booked hire car as the rental office closed at 23:00h. As a result, we had to take a taxi to our hotel at a cost of β¬34.40, which I kindly request be reimbursed (receipt attached). Furthermore, because the original hire car booking could not be honoured within the required pickup window, the reservation was cancelled. Although the amount was later reimbursed after a complaint, I was forced to secure a replacement vehicle the next day (29th February) without the benefit of advance online pricing. The original booking (attached) shows β¬83.61 for a VW Golf; instead, we ended up paying β¬141.31 for a CitroΓ«n C4. I kindly request reimbursement of the difference of β¬57.70, which resulted solely from the disruption to our travel plans. Summary of amounts requested: β’ Flight delay compensation: β¬800 (β¬400 x 2 passengers) β’ Taxi fare to hotel: β¬34.40 β’ Car hire price difference: β¬57.70 Total reimbursement requested: β¬892.10- Lisbon-Florence
- Economy
Arun S
Verified | Mar 14, 2025Stockholm-Mumbai
Economy
Weather conditions
We woke up around 3 AM to catch our 6:10 AM flight. We had received a mail from Swiss saying flight is cancelled. We went to the customer desk, they offered to book us into a flight the next day via Munich. We had no other option but to take this option. Once we reached Mumbai, we contacted the airlines for compensation. Initially they said this was due to weather conditions and hence they cannot provide the EUR 600 per passenger compensation. We also sent them all the costs incurred due to the delay. In a subsequent mail, they said they are going to reimburse the Lodging and Food costs (approximately EURO 200). However even this payment was not credited to our bank accounts. They claim they have wired but we have not received any funds. Someone known to us recommended that we fight this case legally via air advisor. Hence we have submitted all the details to get a fair compensation (EUR 600 per passenger and also the costs incurred).- Stockholm-Mumbai
- Economy
Bella C
Verified | Mar 12, 2025Economy
In business TV was not working throughout 11hour flight
The staff attempted to fix TV but failed. Promised a compensation voucher: was not sent. Offered what I do not need: miles (I am a United airlines miles holder, so cannot use miles, voucher: cannot use in US. Please compensate in US dollars for a huge inconvenience. This is completely NOT Swiss air service!!- Economy
- Desired solution
Blerta Z
Verified | Feb 25, 2025Schonefeld-Pristina
Economy
Technical problems
The last-minute cancellation caused me significant inconvenience and distress. I was traveling after an exhausting 12 day business journey and had urgent personal and professional commitments upon arrival. Specifically: Family Commitment: I had to be home for an important family event that I unfortunately missed due to the delay. - Work Obligations: The next day, I had important work duties that required focus and concentration. However, the disruption and lack of proper rest severely impacted my productivity. - Emotional and Physical Stress: The situation caused considerable stress, as I had to wake up at 4 AM to return to the airport, making my journey even more exhausting. - Lack of Timely Communication: I was not adequately informed about the cancellation in advance, leaving me with limited options and uncertainty about my travel plans. Given these circumstances, I am requesting compensation in accordance with **EU Regulation 261/2004**, which entitles passengers to financial compensation for flight cancellations not caused by extraordinary circumstances. Please process my claim at your earliest convenience. If required, I am happy to provide further details or supporting documentation. blertaze@gmail.com- Schonefeld-Pristina
- Economy
Alexandre P
Verified | Feb 24, 2025Brussels-Geneva
Economy
Successful claim
Let me be unequivocally clear: this situation stems entirely from Swiss Airlines' failures, not Brussels Airlines. I have comprehensive documentation, including screenshots and recorded calls, demonstrating: Swiss's failure to properly process my boarding pass despite confirming the rebooking Your customer service agent's attempted fraudulent charge for a new full-fare ticket to Geneva, despite my having already authorized payment during rebooking An inexcusable 1 hour and 40 minute hold time on your Belgian customer "service" line, during which your flight to Geneva was cancelled A subsequent attempt to defraud me during the resolution of this issue, which ultimately resulted in my return being delayed by over 24 hours leaving from BRU on Saturday 15-FEB at 21:15 for GVA, where an indescribable mess was taking place with luggage distribution Your attempt to deflect responsibility onto Brussels Airlines is not only incorrect but potentially fraudulent. These events occurred within EU jurisdiction, and I am prepared to pursue legal action both in Switzerland and through EU aviation authorities unless this matter is properly addressed. I expect: Full compensation as prescribed under EU Regulation 261/2004 A written acknowledgment of Swiss Airlines' responsibility for this incident Reimbursement for all additional expenses incurred
- Brussels-Geneva
- Economy
- Successful claim
Timothy W
Verified | Feb 16, 2025Birmingham-Johannesburg
Economy
No reason given
Regarding the delay to my flight (LX282) scheduled for 22h-30 from Zurich to Johannesburg on the 26th of December 2024 This flight was subject to approximately a 12-hour delay, leaving Zurich the morning of the following day. Your email denies any compensation based on the application of regulation EC261/2004 because you claim that it was necessary due to an extraordinary circumstance. I have now reviewed the regulation, and I presume you have invoked the provisions of section (14) as set out below. Can you please advise whether this is the relevant section to which you are referring, and if so, can you please explain, in detail, which of the provisions now listed applied to the flight to which I referenced above: political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes that affect the operation of an operating air carrier. On a separate topic, I note that regulation EC261/2004 also contains the following: passengers should be adequately cared for while awaiting a later flight. I flew from Birmingham airport in the UK on flight LX425, arriving in Zurich at approximately 21h-40 on the 26th of December 2024 When I arrived at Zurich, Swiss Air made no attempt to contact me and explain that there were provisions for overnight bookings at the Hilton hotel. I spent more than 90 minutes shuttling backwards and forwards from the one terminal to the other, via the underground train, until eventually I found someone who could assist me with where to go so that I could be furnished with overnight accommodation. I eventually made my way to the βTransfer Deskβ (a euphemism for customer services) in Terminal βAβ. This terminal was beyond the immigration control. If I was a passport holder that required a visa for entry into Switzerland (and that would include a South African), how were they supposed to reach the Transfer Desk in terminal βAβ and receive assistance? This lack of concern is in total breach of the provisions of section 10 of regulation EC261/2004 and that alone should entitle me to compensation under the provisions of the regulation.- Birmingham-Johannesburg
- Economy
Ian M
Verified | Feb 6, 2025Manchester-Zurich
Economy
No reason given
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.- Manchester-Zurich
- Economy
Mars K
Verified | Feb 6, 2025Gothenborg-Geneva
Economy
Successful claim
Technical problems
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 - βBaggage transfers if your flight is cancelled - We will handle your baggage transfer for you if you are rebookedβ. 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.- Gothenborg-Geneva
- Economy
- Successful claim
Warwick B
Verified | Jan 29, 2025Zurich-Johannesburg
Economy
No reason given
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.- Zurich-Johannesburg
- Economy
Leanne B
Verified | Jan 28, 2025Heraklion-Johannesburg
Economy
No reason given
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.- Heraklion-Johannesburg
- Economy
Meghan D
Verified | Jan 24, 2025Dublin-Sydney
Economy
Weather conditions
My first flight from Dublin to ZΓΌrich 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 didnβt 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 wasnβt 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 hadnβt 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.- Dublin-Sydney
- Economy
Nedialk D
Verified | Jan 17, 2025London-Geneva
Economy
No reason given
My flight from London to Geneva flight was cancelled and no reason was given. I was rebooked on an alternative flight via Zurich which was also delayed: Flight number/date LX319/24 November Departure London (LHR) 12:05 Arrival Zurich (ZRH) 14:45 Flight number/date LX2816/24 November Departure Zurich (ZRH) 21:00 Arrival Geneva (GVA) 21:50 When I arrived in Zurich, I managed to convert the Zurich-Geneva flight to a train journey: Flight number/date LX7490/24 November Departure Zurich (ZRH) 17:48 Arrival Geneva (ZHT) 20:47 I arrived in Geneva at 21h, which was more than 9 hours later than planned.- London-Geneva
- Economy
Dovydas M
Verified | Jan 12, 2025Vilnius-Zurich
Economy
No reason given
My flight was cancelled 4 Hours before flight itself(planned on 05.01. 06:00). I was rescheduled for Monday to Zurich via Warsaw. On Monday i had to be at work and because of cancellation my colleagues had to step up for me. In addition i had to wait 5.5 hour in Warsaw for connecting flight, so the day was ruined. I arrived at Zurich Airport only on 19:25 and reached home only an 22:30. Of course i lost my booked train ticket form airport to my home town on Sunday and i had to buy another one for Monday. In Warsaw i had to buy meals for a waiting period, what i should not buy if my flight would be direct. I contacted the airlines and they proposed only compensation for meals in the period of waiting.- Vilnius-Zurich
- Economy
Orestis S
Verified | Jan 5, 2025Zurich-Bucharest
Economy
Weather conditions
Initially out flight got delayed, and after finally boarding we were informed that the flight got cancelled.- Zurich-Bucharest
- Economy
Sum Wing F
Verified | Jan 3, 2025Hong Kong-London
Economy
No reason given
My family and I were supposed to fly from HKG to LHR on 1/1/2025 on flight was LX9515 (departing at 00:40 Hong Kong time; HKG to ZRH) and LX318 (ZRH to LHR). On 31/12/2024 11:03 HKT, I received an email from SWISS airline informing me about the cancellation but no alternative flights were offered. At 1:03pm HKT on the same day, Swiss sent me an email again offering alternative flight BA32 departing at 22:45. But when I arrived HK Airport, counter staff told me that my flight was changed again. It was assigned to take CX257 departing 08:10 the next day. It was a delay over 8 hours and I need to stay overnight at airport during New Year Eve. What disappointed us most was we were not offered any hotel accomodation from airline On 2 Jan 2025, I filed a claim (mainly for my hotel expense) to SWISS/Lufthansa, I was given a reference no: FB ID 41136066. But i was told that i had to approach code share airline CX Cathay Pacific instead but Cathay Pacific told me that I needed to approach SWISS/Lufthansa. Both airlines seem to be shifting responsibilities. I would very much like your help in my case. Thank you!- Hong Kong-London
- Economy
Enrique & Editha Gracia V
Verified | Jan 2, 2025Economy
We have not had a bigger mess on a flight
First, we were so excited that bid for a Premier Economy was accepted on the 30th of Dec 2024. When we checked in on the 1st of January 2025, we were downgraded back to economy. Due to the change of plane, we had to rebook our seating arrangement again. Then the flight was delayed for almost 2 hours and when we boarded the plane, we were given new seating arrangements because they said the crew will be occupying our seats. This is not acceptable and very bad.- Economy
- Loss: β¬100
- Desired solution
Maxime H
Verified | Dec 27, 2024Shanghai-Montreal
Economy
No reason given
Simply put, since ticket pricing has soared after the pandemic, it is hard to ascertain that airline services have equally improved in cohesion. I purchased this ShanghaiβMontreal ticket via Zurich a while back. I plan my tickets ahead to make sure I avoid too many transfers since I also have to commute from Changsha to Shanghai (this leg of the trip is done in high speed train and it is a trip of 6 hours). Upon my arrival to my Shanghai hotel, I receive the cancellation notice and I get offered a rerouting through Frankfurt, which makes the itinerary: Shanghai-Frankfurt-Zurich-Montreal. Such messy itinerary would cost less cheaper if purchased ahead. The airline states extreme measure (weather) but my redirect flight with Lufthansa departed 30 minutes later and is most likely using a similar flight path. Needless to say we landed in Frankfurt on time in clear weather. I had to transfer once more to get to Zurich. This new itinerary did not delay my arrival in Zurich too much, but I had an hotel room booked that night which I was properly checked in to. However, this is not what I paid for and I am very exhausted. Now in Zurich waiting for the last leg and it is foggy and nothing else. Thank you- Shanghai-Montreal
- Economy
Guozhen J
Verified | Dec 26, 2024London-Geneva
Economy
I attached a PDF with the whole story. Let me write it down here as well. We were kept waiting at the check-in counter at LHR for 5 hours for the visa check. Alternative flights were arranged at that day but we arrived in GVA 36 hours later than our previous plan. ---------- I have sent this online and got an auto reply email to jiangguozhen@gmail.com on 6th July but no more contact from Swiss International Air Lines. (Case No.2407-LX-15116) Due to changes in flight schedule by Swiss International Air Lines, my holiday plans were severely impacted, and I incurred additional expenses. The details of my flights and changes are as follows: Original flights and trains: #1 27/06/2024 LX359 LHR 07:00 - GVA 09:35 (Booking Code: JVEPJ8 eticket: 7246061770210) #2 27/06/2024 GVA 16:29 - Champex Lac 19:01 (SBB CFF FFS) #3 30/06/2024 Champex Lac 10:15 - GVA 13:41 (SBB CFF FFS) #4 30/06/2024 LX356 GVA 17:50 - LHR 18:30 (Booking Code: JVEPJ8 eticket: 7246061770210) Changed flights: Flight #1 was changed to #5 and #6 because of a 5-hour visa check in LHR. We arrived at the LHR around 4:30AM and started check in. However we were kept waiting for 5 hours because our provided visa documents (DCEM issued by France for children) of my children couldnβt be accepted at the beginning. The check-in counter booked the following flights for us after the 5 hours confirmation of our visa documents. The staff told us to have breakfast and take the receipt for compensation. I attached the receipt. About DECM, here is the website of France government. https://www.welcometofrance.com/en/fiche/travel-document-for-foreign-minors-dcem This is the start of the whole nightmare. #5 27/06/2024 EW9467 LHR 12:10 - DUS 14:30 (Booking Code: JVEPJ8) #6 27/06/2024 EW9748 DUS 18:40 - GVA 20:05 (Booking Code: JVEPJ8) We took flight #5 to DUS but flight #6 was cancelled after we arrived in DUS. The staff of Eurowings who arranged the hotel for us told me the alternative flight would be arranged and sent by email to me in 2 hours but nothing happened until the next morning. I called Eurowings several times but nobody answered. I had to buy another flight by myself. The following was the fastest one at that time. #7 28/06/2024 EW9748 DUS 18:40 - GVA 20:05 (Booking Code: PEJEYV) I attached the booking details and the luggage receipt. We took #7 and the arrival in GVA was 36 hours later than our plan. We had to buy the following train tickets instead of #2 because #2 is non-refundable. #8 28/06/2024 GVA 22:19 - Champex Lac 01:30 (SBB CFF FFS and taxi) I attached the receipts of both #2 and #8. The arrival to the accommodation was 30 hours later than our plan. I attached the booking details of the accommodation. Return, when check-in LX356 at GVA, the staff told me we were overbooked but checked us in to let us wait in front of the gate. After waiting until the gate closed, there were not enough seats left for us. At the meanwhile, our luggage was lost. Possibly it was in the flight LX356 to LHR. Thus we had to stay in Geneva for a night without luggage. Swiss Airlines arranged #9 and #10 instead of #4. #9 01/07/2024 LGxxxx GVA 08:15 - LUX 09:20 #10 01/07/2024 LGxxxx LUX 10:50 - LCY 11:05 Finally we arrived home 1 day late, without our luggage which had been delivered 2 days later. I attached the baggage lost report. My 4-day holiday with my family was totally ruined. We spent 3 days at airports. Under EU Regulation 261/2004, I believe I am entitled to compensation for the inconvenience and additional costs incurred. I request a reimbursement of the following expenses: a/ The breakfast in LHR on 27/06/2024. 41.15 GBP b/ My booked another flight. 883.54 + 40 GBP c/ My booked train ticket. 157.6 CHF = 135.73 GBP d/ Hotel one and a half nights lost. 403.45 CHF = 347.46 GBP e/ Ruined holiday with 36 hours delay to GVA, 30 hours delay to the hotel, 1 day delay to come hback to London, and the delayed baggage, totaling 4,000 GBP for 4 people. Please process this compensation request at your earliest convenience. I look forward to your prompt response. Thank you for your attention to this matter. Sincerely, Guozhen Jiang jiangguozhen@gmail.com +44 75 2650 9595.
- London-Geneva
- Economy
Andras Janos K
Verified | Dec 23, 2024Budapest-Zurich
Economy
Technical problems
When the inbound flight arrived at BUD, it already accumulated about 2.5 hours of delay. We got onboarded to the plane, only to be offboarded and let go 15 minutes later. No personnel was available to provide us any information at the airport, as at 11PM the counters and ground handling offices were already closed. Our bookings were automatically reallocated to flights on the next day, which however were unsuitable for us. We reached out to Swiss Call Centre, where they could eventually consolidate the bookings in about half an hour. One of the bookings remained in a pending state though, so we needed to arrive at the airport early next day. The booking got sorted automatically, however the new flight also experienced a one-hour delay. I think that the airline and the ground staff could have done better in informing us about the technical issue behind the cancellation (which we only got aware of later), they could have worked on finding accommodation for us near the airport (they told us there was none available) and could have been more flexible with the rebookings. Because of the incident I needed to take half a day unpaid leave at work, so it eventually did cost me extra money (on top of the taxi and meal costs). We arrived at our destination with a 15-hour delay.- Budapest-Zurich
- Economy
James G
Verified | Dec 7, 2024Miami-Zurich
Economy
I paid 35 CHFfor internet during flight. Didn't work.
I paid 35 francs for in flight internet that did not work most of the time. I complained to flight attendant who told me to report the matter with SWISS desk at arrival airport. At Zurich airport I was given a phone number to call. When I called the SWISS number at 848 700 700 I was told to file my complaint via the internet SWISS site. At the SWISS internet site I was unable make any progress in filing the complaint for in flight internet failure. I've spent lot's of time getting nowhere with my complaint. (and, incidentally, by the way, Economy + Swiss seating and service is inferior to the same class on DELTA).- Miami-Zurich
- Economy
Nathan P
Verified | Dec 4, 2024Sarajevo-Copenhagen
Economy
Technical problems
Rebooked flights that operated: LX7351 SJJ-ZRH 20th November 2024 LX1270 ZRH-CPH 20th November 2024 Arrived in Copenhagen 14:30 on 20th November 2024 Personnel at Sarajevo airport advised that flight LX1451 SJJ-ZRH 19th November 2024 was cancelled due to technical fault with the airplane. Another airplane was flown to Sarajevo on the morning of 20th November 2024 and operated an unscheduled flight LX7351 SJJ-ZRH 20th November 2024. Hotel was offered for night of 19th November 2024 in Sarajevo. I am not applying for additional reimbursement above standard compensation. Swiss Airlines have DENIED compensation: Case no. 2411-LX-15173 Inbox customerfeedback@swiss.com Thu, Nov 28, 8:31β―AM (7 days ago) to me Dear Mr. Papa, Thank you for your message dated 27 November 2024. Your flight LX 1451 on 19 November 2024, unfortunately had to be cancelled due an unexpected flight safety shortcoming. On behalf of SWISS and its cooperation partners, I apologize for the inconvenience you had as a result. The aircraft scheduled to operate the rotation had an equipment change. Safety is SWISS first priority. We consider the described flight cancellation necessary and the irregularity to be extraordinary circumstances. These could not have been avoided even if all reasonable measures had been taken. I must deny your claim for compensation in application of regulation EC261/2004. Although I realize the inconvenience you had, I count on your understanding that I am unable to give you a different answer. We hope that, despite this incident we will have the pleasure to welcome you on board SWISS in the future and to count you among our satisfied guests. Yours sincerely, Kolinio Ulakia Consultant Customer Feedback Services / R1S Swiss International Air Lines Ltd. Customer Feedback Services P.O. Box 8010 Zurich Switzerland SWISS.COM- Sarajevo-Copenhagen
- Economy
Roux Canzius B
Verified | Dec 4, 2024Athens-Johannesburg
Economy
Technical problems
Please see below correspondence with the airline: Dear Mr. Beukes Thank you for your message of 02 December 2024. Your flight LX1839 of 22 November 2024, unfortunately had to be cancelled as a result of loading / unloading, bulky, special load, cabin load, lack of loading staff. On behalf of SWISS and its cooperation partners, I apologize for the inconvenience you had as a result. Official instruction must be followed by airlines, which cannot influence them. We consider the described flight cancellation as necessary and this irregularity to be an extraordinary circumstance. This could not have been avoided even if all reasonable measures had been taken. Therefore, I must deny your claim for compensation in application of regulation EC261/2004. We hope that, despite this incident we will have the pleasure to welcome you on board SWISS in the future and to count you among our satisfied guests. Yours sincerely Jone Koroituku Consultant Customer Feedback Services / R1S ____________________________________ Reply from myself: Hi Jone, The pilot of the aircraft stated to all passengers that the reason for us to deboard the aircraft was due to a malfunction in the cockpit. We even had the engineers next to the plane to try and fix it. Why are you lying to me about a loading / unloading issue? Also, what about the money that I had to spend on a hotel for the night because it was too late to book an alternative flight? If SwissAir is going to lie about the reason for the cancellation - a lawyer will have to take over the case as I will not accept this nonsense. SwissAir caused damage to us as well as emotional damage cancelling so late at night and now you are lying about the reason for cancellation. Regards, Roux By the way Jone - our plane was already on the run-way so how could this be a loading issue?? The plane was trying to take off and had to go back to airport. We are going to get a lawyer involved if Swiss Air is going to lie about the reasons for cancellation and also not refund me my hotel costs. Swiss Air loaded all passengers and baggage onto the flight, we were already on the runway when the plane tried to take off but couldn't. We sat in the plane for over 2 hours when the pilot came out the cockpit and announced that due to technical issues - he is not comfortable with flying the plane to Zurich. We went into the airport to collect our bags and there was 1 member of staff handing out a flyer (which looks years old) saying "your flexibility is rewarded". The person at the SwissPort in Athens airport was not helpful at all - he said he could not assist with switching of flights, switched off the lights and left for the night. We were stranded at the airport until almost 1am trying to find a hotel that has space and also to rebook flights for the next day. Q&A: 1. What time did you arrive at your final destination? The airline gave an alternative flight on Qatar airways at 13:45 on 23 November (my original flight was scheduled for 17:40 on 22 November) but, we could not take that flight as it was an inconvenient time to arrange for safe transport in South Africa. 2. What did the airline tell you, and when? Please see above explanation. Flight was delayed from 17:40 to 18:30 and then when we were already on the flight, it got cancelled due to technical issues (there were cars with flashing lights and engineers outside the plane). We sat in the plane with no aircon and not allowed to get up for over 2 hours until the pilot announced that we are going back to the airport as they have a technical issue with something in the cockpit and he is not confident to fly the plane to Zurich. 3. What care did the airline provide, if any? Absolutely nothing. The pilot said there will be staff on ground to assist. There was 1 member of staff handing out flyers saying "your flexibility will be rewarded" and the person working at the Swissport desk said he is only switchboard and he cannot assist. He switched off the lights and closed the desk - leaving us stranded at the airport. The airline / airport did not assist at all. We had to sit on the floor where we could charge our phones in order to phone Swiss Air customer service line where we spoke to Priscilla who assisted us with alternative flights. We were at the airport until 1am when we managed to find a hotel that had 1 room left (all the rest were fully booked). 4. How did the incident inconvenience you? I missed my connecting flight to Johannesburg. I had multiple work meetings setup for Sunday which I missed and as a result, missed deadlines on my project for the Monday. I was emotionally and mentally tired after the ordeal as Swiss Air left us stranded late at night with nothing but a bottle of water on the plane. Everything was closed at the airport and Swissport could not assist at all. 5. Did you miss an event or lose money? I missed multiple work meetings which ultimately lead to a missed deadline on Monday. I had to also pay for a hotel, transfer etc due to Swiss Air leaving us stranded at the hotel. Swiss Air denies the claim but, it is their fault and they are lying about this being extraordinary circumstances - the plane was loaded and trying to take off but, due to lack of maintenance, there was a technical issue in the cockpit and the pilot did not want to fly the plane.- Athens-Johannesburg
- Economy
PΓ©ter S
Verified | Dec 2, 2024Zurich-Budapest
Economy
Problems at airport
SWISS customer service said that the flight cancellation was because of weather conditions even when we mentioned that other planes were started and the pilot clearly stated on the plane that we cannot start because we have delay and they would run out of their allowed flying time at the time when we could start (20:30).- Zurich-Budapest
- Economy
Eli G
Verified | Nov 29, 2024Zurich-Tel-aviv
Economy
No reason given
The flight on 15 april was cancelled by swissair due to Iran attack on Israel. We contacted swissair for alternatives and were told that there are no flights scheduled untill at least April 22. We had no choice but to buy a ticket back with El Al via Berlin. Invoice included. We await your approval an refund Thank you Eli and Magdalena Groll- Zurich-Tel-aviv
- Economy
Priyadarshani P
Verified | Nov 29, 2024Zurich-Singapore
Economy
No reason given
The airline is not cooperating and refusing to pay the compensation claiming it to be not their liability. The flight was canceled last minute after I had already reached the airport, and I received the information only at the last minute. I had paid an additional $219 SGD to reschedule my flight due to urgency, but this cancellation caused significant inconvenience. The next day's flight was also delayed by 2-2.5 hours. I was not given any choice of alternative flights and was instead arbitrarily rebooked with minimal communication. At the time, no reason was provided for the cancellation. Now, the airline claims it was due to ground equipment issues, which, under EU Regulation 261/2004, is the airline's responsibility. All other flights were operating normally that evening, and this cancellation was specific to your airline. I expect full compensation for the cancellation, as well as reimbursement for the $200 I paid to fly on this date, which was wasted due to the airline's fault.- Zurich-Singapore
- Economy
Marius S
Verified | Nov 27, 2024London-Zurich
Economy
No reason given
The flight was cancelled 30h before without any link to weather and the excuse of weather was just used now to push back.- London-Zurich
- Economy
Alexandra Cristina S
Verified | Nov 21, 2024Bucharest-Zurich
Economy
No reason given
The flight airline rejected my claim even if they know they cancelled the flight. They say they are not liable for payment. They never gave me a reason of why the flight got cancelled. I lost the taxi money aprox 30 eur, payment lift 150 eur, and also the per diem for the day 75 eur.- Bucharest-Zurich
- Economy
Jose L
Verified | Nov 12, 2024Geneva-Porto
Economy
Weather conditions
The response of SWISS - 4/10/2024 : Dear Mr. Lopes, Thank you for your message sent to SWISS on the 3 of October 2024 regarding your flight irregularity. Your flight LX 2078 on the 1 of October 2024 unfortunately had to be canceled due to bad weather in Porto leading to low visibility. On behalf of SWISS and its cooperation partners, I apologize for the inconvenience you and Ms Lopes had as a result. The said weather situation, was not compatible with the scheduled and safe operation of the flight. Unfavorable weather conditions are beyond the influence of an airline. Therefore, I must deny your claim for compensation in application of regulation EC261/2004. Furthermore, I hope you understand that we cannot cover indirect costs (e.g. lost vacation days or working days, reserved services upon arrival). As these are not part of the contract of carriage between SWISS and the passenger. Therefore, I cannot reimburse the amount requested of EUR 155.75. Although I realize the inconvenience you and Ms Lopes had, I count on your understanding that I am unable to give you a different answer. I would like to inform you that flight TP 939 was not operated by SWISS, but by Tap. Consequently, we cannot process the claim for compensation in relation to Regulation EU261 /2004 Article 2 b) due to its delay, nor any reimbursement of the assistance costs incurred in connection with this flight irregularity. Your case has been referred to Tap. You will be contacted directly by them. Please note that the processing time of our partner, who is responsible for handling your case, can vary greatly and last up to several weeks. Unfortunately, we have no influence on this and are unable to prioritize your case externally. We thank you for your understanding and patience and assure you that your case will be handled by our partner. The SWISS team wishes you a great day. Cordially _____ My response arguments - 4/10/2024: Dear SWISS Team, Thank you for your response regarding my flight LX 2078 on October 1, 2024. I appreciate your explanation about the cancellation due to weather conditions. However, I must emphasize that at the time of the cancellation, LX 2078 was the only flight to Porto that was canceled. Given this context, it seems unreasonable to attribute the cancellation solely to weather-related issues, especially since other flights were able to operate without incident. The fact that our flight was uniquely affected raises concerns about whether all necessary precautions and assessments were made prior to the decision to cancel. I understand that weather can be unpredictable, but the absence of similar cancellations suggests that there may have been other factors at play. I believe it is essential to consider these circumstances in evaluating our claim for compensation under Regulation EC261/2004. Thank you for your attention to this matter. I look forward to your prompt response. Best regards, Mr. Lopes- Geneva-Porto
- Economy
Lise-Lotte S
Verified | Nov 5, 2024Gothenborg-Brindisi
Economy
No reason given
Our flight was delayed from Gothenburg and we missed the connection to Brindisi. We arrived the day after. The airline provided a hotell form the night but we arrived to Brindisi apron. 14 hours late.- Gothenborg-Brindisi
- Economy
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