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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.

Customer Service Have you had any problems with Continental's Customer Service? Have Continental employees treated you poorly?

Customer Service Continental's arrogance and disregard for customer rights

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Sep 21, 2007, 10:44 PM

barry

Join Date: Sep 2007

Posts: 1

Continental's arrogance and disregard for customer rights

Continental charged a penalty fee of $150 for a date change of a buisness-first class ticket which cost over $4,500. This fee could not be offset against a refund I was owed which is only given in travel vouchers which expire after 12 months. I felt like a hostage, as I had to pay the penalty at checkin or be refused travel.
My call to Continental Customer Service 1-800-WECARE2 was answered that this was according to company policy and if I didn't like it I could always travel with other carriers. What ARROGANCE and disrespect for a business traveler!
I shall never fly Continental again and urge other business travelers to take their advice and use other carriers.

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Customer Service Continental's arrogance and disregard for customer rights

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