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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.

How can Continental improve? Tell us what Continental can do to become a better airline.

Suggestion Not A Complaint...An Opportunity!

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Jan 23, 2009, 4:07 AM

PHXFlyer

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Join Date: Dec 2008

Posts: 1,366

Not A Complaint...An Opportunity!

In a couple of weeks I will be flying to Houston to attend a meeting with other very frequent and/or high dollar Continental customers and some of Continental's senior management including Larry Kellner, Chairman and CEO. If you have any questions or comments you'd like me to bring up I'd be glad to entertain them here.

Since this meeting is with Continental the questions or comments must be relevant to Continental and not to the industry in general. There will be both a formal Q&A session and an informal "mixer" at which time I will have a bit of face to face time with Larry but I will mostly be speaking with one of the VPs who I have known for several years.

Now is your chance to make your voices heard and get your questions answered. I will get to as many as I can in the time I have but since there will be a few hundred people at this event I might not get to all of them. After the event I will post the answers here.

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Suggestion Not A Complaint...An Opportunity!

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