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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

In-flight Issues Did you experience any problems during an Continental Airlines flight?

In-flight Issue customer service and reliability???

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#16

Dec 11, 2009, 10:30 PM

jimworcs

Join Date: Jan 2008

Location: Lot et Garonne, France

Posts: 3,197

I don't agree with Phx that you have any issue with Mexicana, even if everything that went wrong was their fault.

This is classic pisspoor customer service, in which each airline blames the other. Your contract was with Continental to get you to Cancun. If they chose to route you via one of their partners, that is their business. You had to buy more tickets to get you to Cancun, and Continental should be on the hook for that. If Continental have an issue with Mexicana and how they dealt with it, let them take it up with Mexicana. I would write out a comprehensive, detailed timeline of everything that happened and provide a copy of the receipt for your tickets. Send it to Continental, signature on receipt, then copy the letter to the DOT.

I would not pursue the lost night at the hotel. Continental have a legitimate defence that there were extraordinary circumstances beyond their control. However, there is no defence to their failure to get you to your ultimate destination without you having to shell out.

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In-flight Issue customer service and reliability???

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