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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.

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

Canceled / Delayed / Overbooked Stuck in PHX for four days

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Jan 15, 2012, 11:41 PM

Amith

Join Date: Jan 2012

Posts: 3

Stuck in PHX for four days

This probably belongs under customer service as well:

Flying home from Guadalajara on US Airways, we had a connecting flight in Phoenix which was cancelled due to weather. Now, I can't fault US Airways for the weather, but I can fault them for their handling of it.

Customer service advised me there were no available flights to my final destination (SBP) for FOUR DAYS. No lodging voucher, no alternate airline voucher, nada. To their credit, they did "allow" us to rebook on a US Airways flight to a nearby airport the following day.

So, my costs for doing business with them are:
1) $500 (each) for the GDL to SBP tickets.
2) 11 hours overnight in the PHX airport for me and my family.
3) $125 to rent a car to drive to the destination I had already paid them to take me to.
4) 4 hours car travel time in addition to the flying time.

I have lodged a complaint with their Complaints Dept and with the DOT.

Interestingly, the DOT (government) replied to my query in 24 hours.

US Airways has still not responded, 14 days later.

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Canceled / Delayed / Overbooked Stuck in PHX for four days

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