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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.

In-flight Issue Goosed

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#21

Jul 28, 2009, 11:09 AM

abutterfinger25 abutterfinger25 is offline

US Department of Transportation Employee

Join Date: Jul 2008

Location: Washington Metro Area

Posts: 197

Quote:

Originally Posted by justme

Excellent, excellent info Butter. If indeed an airline did deem that an animal, let's say a goose for this conversation, would preclude it from travelling in the cabin, who would say if they were correct in their determination or not? I can hear it now, "They told me I couldn't bring my goose on board even though I have a note from my psychiatrist saying it is an emotional service animal." Who would determine if the passengers rights were violated? The DOT?

Yes, my office at the DOT reviews all complaints filed with the DOT (and FAA) that allege violations of the Air Carrier Access Act.

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In-flight Issue Goosed

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