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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.

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Customer Service Oversized non-rev in exit row Flt. 391

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Jun 2, 2013, 10:19 PM

A320FAN

Airline Employee (NOT OFFICIAL REP)

Join Date: Jan 2011

Posts: 363

Quote:

Originally Posted by exairlineemployee

The wife had her emplyee ID around her neck and the man could not get out of the seat without the use of the armrests, (he waited until we got up so he could push himself out of the seat) so I would say her really wasn't physically able to assist.

She could have very well purchased a ticket. I see a lot of that on a daily basis.
#2. All the agents have to ask the person, is "Are you able and willing to assist the flight crew in case of an emergency onboard". If the person says yes, then viola, an exit row seat will be issued.

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Customer Service Oversized non-rev in exit row Flt. 391

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