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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.

How can Continental improve? Tell us what Continental can do to become a better airline.

Suggestion Try a little customer service

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Apr 5, 2009, 6:58 PM

unfriendly skies unfriendly skies is offline

Join Date: Apr 2009

Posts: 1

Try a little customer service

Many people can withstand flight delays, cancellations and broken or lost luggage if they are treated with respect. It seems that Continental Airlines has completely forgotten what customer service means. Lose the condescension, rudeness and add a smile. Not once did I find ANYONE from the airline that made us feel welcome (saying we appreciate your business and projecting it are two diffferent things).

Also, if you are going to impose a checked bag fee, then you should enforce the carryon luggage rules. There are customers who pay to check most of their luggage and opt bring a SMALL carryon, but can't fit it in the overhead because of those who avoid the checked bag fee by bringing multiple and large bags. Does anyone know if gate checking a bag avoids the checked bag fee (it appears to be the latest trend)?

Never using Continental again...

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Suggestion Try a little customer service

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