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Swiss Air Investigation: Swiss Air is currently under investigation by AirlineComplaints.org for serious violations of passenger rights. Read more

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. Show less

Baggage Problems Lost Baggage‏ & Bad customer service from Lufthansa airlines and Spanair

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Oct 14, 2009, 8:31 PM

justme

Delta Air Lines Employee (NOT OFFICIAL REP)

Join Date: Jul 2009

Location: ATL

Posts: 257

Quote:

Originally Posted by PHXFlyer

I have a feeling your bags are probably in Frankfurt. You mentioned you had transit visas while your friends did not so they had to collect them in FRA and clear customs there. The people handling the bags probably weren't told of your visa status and your bags were probably sent to the customs carousel. When they weren't claimed they were probably locked up somewhere in the customs area.

Agreed. Seems like the most plausible scenario. Here is what I found straight from the FRA Airport website: "The Lost & Found office will be glad to help you find your lost belongings. If they are found, we keep them for three months before auctioning them off."

Terminal 1, B Concourse, Level 0
Open daily from 8 a.m. to 6 p.m.
Phone: 01805 - FRALOST* or 01805 - 372 5678*
Fax: +49 (0) 69 690 54081
E-mail: fundbuero@fraport.de

Good luck!

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Baggage Problems Lost Baggage‏ & Bad customer service from Lufthansa airlines and Spanair

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