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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.

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Mar 3, 2011, 5:19 PM

banogue85

Join Date: Mar 2011

Posts: 1

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Last April, we made reservations through the AT website to fly RT Boston-BWI, and charged the tickets to my AXP account. Weeks before the trip date we had to cancel, which I did through the AT website and was told my balance (minus a fee) would be available for one year.
Recently, we wanted to book Boston-Atlanta RTs and apply the money held by AT. I inquired through the AT website how I could use the money. Guess what? It's two weeks later and nothing but a form email stating that I'd hear from them within 48 hours (under normal circumstances). I'd think 336 hours would be plenty for a reply.
So, now I have to waste American Express's time to track this down.

A loyal AT traveler and A+ member.

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