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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. Show less

Customer Service How did AA customer service overtly lie to customer

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Jun 12, 2009, 4:22 PM

AKBHD

Join Date: Jun 2009

Posts: 2

Response from AA after filing with BBB:

I was sorry to read your report that you received incorrect information about the fee involved to reinstate your ticket. The reservation indicates that the fee was explained to you. We regret any misunderstanding and while we do not agree with the refund you have requested, as a gesture of goodwill, we've made arrangements for an eVoucher (see details below) for you to use toward the purchase of a ticket to travel with us.

The reservation indicates that the fee was explained to you.
-> My a**, if AA had the audio recording of my phone call, they will know that their agent f***** up

Final result: got $150 eVoucher...

PS: to mikeynla: Are you working for AA or any airline company???

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Customer Service How did AA customer service overtly lie to customer

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