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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.

Customer Service Horizon at Helena, MT, very rude agent

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Jan 2, 2010, 12:36 AM

Steve Steel Steve Steel is offline

Join Date: Jan 2010

Posts: 3

Horizon at Helena, MT, very rude agent

I was on flight 2434 to Billings on Jan 1. The female gate agent was the rudest, most care less agent I have ever met. I wanted to make a simple change, not uncommon, and it was a tremendous bother to her. She refused to give me her name.

I told her agents like her were not representing Horizon very well and she said, "try another airline then". I will.

Nice to have a Blackberry to post these sorts of things when they happen. Maybe Horizon will figure it out and train their employees, or screen them, better.

Not the first rude Alaska employee that was rude. This one just happened to be the worst of the worst.

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Customer Service Horizon at Helena, MT, very rude agent

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