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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 LUFTHANSA is no longer what it was... it does not care nor reply to its passengers

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Sep 14, 2012, 3:59 PM

johnefield johnefield is offline

Join Date: Sep 2012

Posts: 1

LUFTHANSA is no longer what it was... it does not care nor reply to its passengers

I am writing on 14th of September 2012... because since May 2012 when I sent emails, faxes and even mails with my complaint... I don't get personal replies; just automatic replies with "Your comment has been registered under FB-ID xxxxxx (I have a collection of numbers)".

When one is able to get through the published telephone numbers, one really is talking to a third party (call center). They do "as ordered / trained"... they take your complaint, say that they will look into the matter... bla bla bla... BUT, what really happens is: NOTHING!

MORE than 5 months have gone by... and NOTHING!

Amongst the various problems I had on Lufthansa's flight from Buenos Aires to London and back from Palma de Mallorca, I was told I should incur in new expenses (due to Lufthansa's delays) and I would be refunded. A COMPLETE LIE!!!!! (to date)

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Customer Service LUFTHANSA is no longer what it was... it does not care nor reply to its passengers

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