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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

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Customer Service It all went wrong, and on my birthday to boot!

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#11

Feb 13, 2012, 6:24 PM

The_Judge

Former Airline Employee (NOT OFFICIAL REP)

Join Date: Oct 2008

Posts: 1,113

Hate to break it to ya'll but IATA, not the airlines, approve the minimum connection times. Can't blame the airlines for this one.

How are MCTs established or modified?
Establishment of and changes or exceptions to standard MCTs are governed by the provisions of IATA Resolution 765 Official MCTs are determined by the airport local MCT group, which consist of scheduled airlines and railways serving an airport, or if there is no such a group, by the Airport Operating Committee (AOC). Once IATA has been informed by such a group of the setting of, or changes to, existing official MCTs, IATA notifies the Scheduling community (including IATA partners such as CRS/GDS/schedule aggregators) of the changes by posting them on the IATA SkedLink.

http://www.iata.org/whatwedo/passeng...pages/faq.aspx

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