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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

Customer Service Negligent information with catostrophic consequences

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#11

Dec 13, 2009, 7:32 AM

jimworcs

Join Date: Jan 2008

Location: Lot et Garonne, France

Posts: 3,197

If you bought a TV from BestBuy and you asked them if it was compatible with digital transmission, and BestBuy said Yes and you subsequently found out it was not, would you feel you had a grievance against BestBuy?

Why should airlines be any different to this? They have a simple remedy. If they do not want to give advice on visa's then don't give it. However, if they do give the passenger advice on visa's then they should be held responsible for misleading the customer.

The mantra that it is the passengers fault is ridiculous. The passenger asked the airline for advice. The airline had a choice. Give the advice or not. They made the wrong choice and now they should be responsible for that choice. They also had the option of telling the passenger that the information can be found on their website.

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Customer Service Negligent information with catostrophic consequences

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