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Swiss Air Investigation (Dec 2025): Swiss Air is currently under investigation by AirlineComplaints.org for serious violations of passenger rights including but not limited to abandoning passengers at foreign airports; causing negligent delays that result in missed critical connections, particularly impacting travelers attending funerals; providing dishonest assurances through flight staff; failing to manage visa-related issues, leaving travelers stranded in untenable legal situations abroad; mishandling luggage containing essential medications; providing inadequate support for grieving passengers; refusing to offer readily available alternative flights; ineffective communication; causing emotional distress to affected passengers; poor coordination with partner airlines; systemic breakdowns in global phone-based customer support; technical failures on their lost luggage website; ignoring customer complaints; and breaching their fundamental duty of care to passengers.

Swiss Air Investigation Update (Feb 2026): Due to observed Swiss Air behavior, this investigation is escalating for additional serious violations of passenger rights including but not limited to issuing token and bad-faith refunds that bear no reasonable relation to the actual value of unused ticket segments; refusing to reimburse documented replacement transportation costs incurred as a direct result of their operational failures; misrepresenting nominal payments as meaningful refunds; failing to honor explicit written commitments to reimburse out-of-pocket expenses; forcing bereaved passengers to retrieve delayed baggage at their own expense despite being provided with a delivery address; shifting additional financial burdens onto passengers for fuel and transport required to recover mishandled luggage; attempting to substitute legally owed cash compensation with restrictive “goodwill” vouchers; implying that such vouchers constitute adequate settlement of unresolved claims; failing to provide transparent refund calculations or justification for nominal reimbursement amounts; and demonstrating bad-faith escalation handling through repetitive, non-authoritative, template-based responses that avoid substantive resolution.

We are expanding this investigation to the public and requesting feedback from Swiss Air customers here.

Flights Canceled / Delayed / Overbooked Were you on a flight that was delayed, canceled, or overbooked?

Canceled / Delayed / Overbooked poor customer service

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Aug 12, 2008, 2:58 PM

Skamom

Join Date: Aug 2008

Posts: 2

poor customer service

My husband and I just returned from our first and only trip on US Airways. We were supposed to fly from JFK to Phoenix and then on to our home in Ontario, Calif. It sounds easy! Because boarding was delayed by 15 minutes for some unknown reason, once we did board the weather pattern changed and we had lost our window of opportunity to leave. As a result, we sat in the plane for 3 hours with no offer of water or anything. After we finally did leave, they ran out of food to purchase by row 9. Of course beverages are for purchase now also.So our 4+ hour flight turned into 7+ hours. Naturally we missed our connection in Phoenix and the next 2 flights were booked completely. We eventually left Phoenix at almost 10pm! It was incredible.
We have had much better treatment and efficiency in other countries than in our own. It is honestly easier to travel in other countries than in the US.
We finally got home by 11 pm totally exhausted.
The staff tried to do their best, but it is awful.
(I didn't even mention the fiasco at the gate at JFK!)

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Canceled / Delayed / Overbooked poor customer service

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