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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.

Customer Service Pirate Baggage Surcharges

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Apr 17, 2014, 7:39 AM

Robert.Durkin.PE@Gmail.co Robert.Durkin.PE@Gmail.co is offline

Join Date: Apr 2014

Posts: 1

Pirate Baggage Surcharges

Although being a Star Alliance Gold Member for over 5 years, the incompetent, poorly trained UNITED Check IN staff at Houston IAH took 58 minutes to figure out how to book my international destination through for baggage. At the penultimate moment, already 5 minutes past the "Cut Off" hour for check in, UNITED demanded $400 for 75 lbs. in a 70 lb. allowance bag; and I quote: "Paid immediately, or YOU will NOT fly". Everyone who is a Star Alliance Gold Member knows that the Gold Benefits allow: "Star Alliance airlines
·
· An extra allowance of 20 kilograms, or 1 additional piece of
luggage when the piece concept applies. The latter primarily on flights
to/from North or South America.".

Does this say ANYTHING about the extra allowance being limited to a 75 lb. bag? I have flown Thai Airways, Lufthansa, EVA, and TAM and never encountered this pirate gouging of customers.

Do NOT fly UNITED. UNITED are pirates, and do not deserve to be a Star Alliance partner.

Robert Durkin
TG ROP Gold #NE31987

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