Edelweiss Air 

Really lovely experience and a fantastic and smooth flight from Edinburgh to Zürich! We got a cute little bread with chocolate for free even though the flight was short which made such an impression on me in the moment. Staff were all so lovely. All in all a fantastic experience, and the smoothest flight I’ve had in a long time (including very smooth boarding, very quck)!

dangerous and rude behaviour and putting a passengers life in danger from head crew member after notifying him of my daughter of having nut allergy he found it very amusing to tell us what do you want us to do about it and maybe you should get a mask he obviously dosent know notting about the dangers of a person with a nutt allergy and then to hand out free biscuits with nutts in them to the whole plane absolutely crazy

My luggage was first lost, so I filed property irregularity report at the airport.
It was found the next day, but I had to travel from Omiš to Split Airport in Kaštela and back, that's almost 90 kilometers. It was returned to me after 21 hours. Im 31 weeks pregnant, all of my maternity clothes was inside, as well as my work files, seeing it was a business trip.

I get to the airport and see my luggage is severely damaged to the point one of it's wheels is broken, ripped. It's scratched and bumped. Looked as if someone threw it off the luggage vehicle in high speed.

I filed two complaints and they responded to one of them with almost automatic message saying they'll deal with my claim and in case I have further questions to reply to the email. I did do asking what about the other claim.
Several days after, still no response.

Horrible experience

I recently flew with Edelweiss, and while the flight itself wasn’t bad, there were a few issues that stood out and really affected my experience.

First of all, the cabin crew seemed extremely inexperienced and poorly trained. They failed to check basic things, like ensuring that seats were in an upright position during meals. The person in front of me kept their seat reclined the entire time I was trying to eat, making the experience uncomfortable and frustrating. It’s a small but crucial detail that was completely overlooked.

Additionally, when it came time for the meal service, the flight attendant didn’t even ask me whether I wanted the meat or vegetarian option. Instead, I was just handed the vegetarian meal without any consultation, while everyone around me was eating the meat option that I would have preferred. This lack of attention to detail and personalization felt careless and inconsiderate.

What was even more concerning was the crew’s inability to enforce basic rules during the flight. Multiple passengers ignored announcements to remain seated when the seatbelt sign was on and wandered around the cabin, despite clear instructions from the pilot. At one point, I saw a flight attendant trying to tell a woman to return to her seat, but the woman completely ignored them and continued walking around. The flight attendants seemed completely helpless in this situation, with no authority whatsoever. It shocked me to see how badly trained they were and how easily passengers disregarded them. If something serious were to happen, I have no confidence that the crew would be able to take control of the situation or ensure the safety of everyone on board.

Overall, my experience with Edelweiss was marred by the evident lack of training and assertiveness among the flight attendants. These issues made the flight feel disorganized and unsafe, and I hope Edelweiss takes this feedback seriously to improve the training and preparedness of their staff.

Air hostess stole my engagement ring. I felt like I had been drugged. I thought it was strange whenone of the crew asked me if I had taken anything to sleep. Then it all made sense. I didnt get the ring back.
Flight to Cape town form Zurich was also delayed by couple hours, and myself plus 50 other passengers luggage did not arrive! WORST AIRLINE EVER!

My family and I flew from CPH via Zurich to Calgary for a 20 days summer holiday. One of our suitcases was lost on the trip and their so called "customer service" was completely uncontactable by phone and I only got auto-reply on my e-mail i send to them.
Edelweiss did not reply to us in any way troughout our holiday and we had to by replacements of most of the things in the suitcase + a new suitcase for the return flight.
Amazingly on the day we are going home and is about to check-in, i received an e-mail from Edelweiss, that they now found our suitcase and they would return it to CPH so that we could pick it up from there (What a coincidence for Edelweiss!!! Now they didn't have to compensate the whole suitcase and the content- and on top of that, they didn't need to courier it to us in Canada, but just tell us to pick it up, when back in CPH).
Back in CPH, the airport staff tell me that my suitcase has not arrived yet, and we have to leave without it.
2 days after then im contacted to pick up my suitcase in another airport (1,5 hours away from me) as Edelweiss refuse to deliver it to me by courier. I refuse to pick it myself and after a week, it ends up, that the airport is arranging for the transport (very nice of them).
After all of this Edelweiss refuse to compensate me according to my claim (which was actually way below their liability according the the Montreal Convention) -and after numerous e-mails, then they transfer 371 CHF and tell me they have "closed the case".

After flying to many parts of the world - both business and leisure, I can say that the lack of responsibillity and the behaviour from their so called "customer service" is something I have never experienced before - from any airline.

I know that of course a suitcase can be lost or delayed (tried it before), but i never had any issues about compensation of claims - as long as the claim is reasonable.

I'm never going to fly Edelweiss again!!!

By the way; I don't beleive it was a coincidence that my suitcase was suddenly located on the day of our return - but of course I can't prove that...

If I could give Zero stars I would. Don't fly with this airline, they lost my luggage, and said it wasnt their fault, tryig to shift the blame to the airport... I had to purchase emergency things for my family and they compensation they provided just covered the taxi fee I had to take to and from the airport to collect my luggage after it turned up as they wouldn't deliver it to the hotel! Useless customer services and despite the montreal convention stating each passenger is entitled to £1000 P/P they gave a total of £100 for all 4 passengers. They even changed their wording on their customer website after I pointed out what their own t&c stated. The tone of emails sent by customer service was very condescending and dismissive.

Took that horrible flight to Mauritius today. I paid more for the eco max, to our great shock the hostess got the information not to give more that 2 butter for the clients. Even for the juice, she don’t propose it. Maybe they received such order from the top head managenent.

I am a disabled person travelling on a dream holiday to Africa which has turned into a nightmare! I booked London Heathrow to Kilimanjaro via Zurich flying on 29th October ’24 and returning from Zanzibar to London via Zurich on 26th November ’24 through Swiss Air website. The flights to and from Zurich to Africa are operated by Swiss Air’s subsidiary Edelweiss Air. I have been trying to book Special Assistance for Airport Wheel chair and an aisle seat on my flights due to my medical condition. Despite my 11 emails to Swiss Air customer services and 5 phone calls plus 3 emails and 4 telephone calls to Edelweiss Air no one has attended to my request since I made my booking 6 weeks ago. I am now fed up and disgusted at the way I am treated because of my disability. Both airlines boast about the care they offer to disabled people but in reality these words don’t mean anything!!! Swiss Air keep saying I should contact Edelweiss to request Special Assistance while Edelweiss says as the booking is done through Swiss Air then I should contact them. I contacted both of them umpteen times but with no avail. My advise to those who are thinking of travelling with either Swiss Air or Edelweiss Air – don’t travel as their customer services are totally disgusting and disrespectful specially if you are a disabled traveller. I am totally disgruntled with both airlines, will never travel with them again! K Gohil

Three weeks ago, I flew with a flight operated by Edelweiss from Zurich to Cagliari. Upon my arrival, I picked up my luggage (Rimowa worth 1,100€) completely destroyed. After three weeks, I was offered a compensation of 138.53 euros. It’s a ridiculous amount! And now they are no longer contacting me.

The worst company ever.

I want to be compensated!!!!

Flight from Zurich to Zanzibar stranded in Kilimanjaro for more than 24hours due to technical issue. Legally, one must expects 600 euros per person to compensate the delay but Edelweiss refuses to pay. No costumer service. You get a ridiculous email sent from some bloke in the middle of the Pacific. No telephone number, no one to speak to. Please take my advice and do never ever book this company. Far from Swiss excellence.

Dangerous airline if you are disabled. No functioning complaint process. If you write one, it will be lost. Airline staff mixed, some horrible, who abuse and bully the disabled, and others who will burry your complaint to protect their coworker. In my books this airline is blacklisted due to blatant discrimination against physically disabled. I intend to take my documented and photographed complaint, which magically disappeared, to the authorities, as it violates the Discrimination Act.

If you want no leg room AT ALL, hot airplane, crabby flight attendants and unorganized airline……well this is your airline!

A had a long 9 hours flight from Punta Cana to Zürich, and I only received an small bottle of water in the whole flight. Such a long flight, and you don’t get any more water!!!! Thanks to that I am experiencing since last Tuesday of low blood pressure as a consequence of dehydration. Never in my life had that problem before. The stewards gave very poor service too. Very unfriendly staff.

My husband and my son flew from Geneva to Vancouver via Zurich. My son’s suitcase seemed to have arrived in Zurich, and it went missing.

That was 4weeks go. Holiday is over.

I hope it will turn up, all his favorite things are inside that suitcase. All his birthday gifts from grandpa.

I will never ever fly with Edelweiss.

I flew roundtrip from Liberia to Geneva, via Zurich, for business. My luggage was lost on the trip to Geneva and arrived two days later (after being told it would arrive the night I'd arrived, then the next morning, then the next evening), which meant I had to go to a business dinner wearing shorts and sandals. I purchased pants and a shirt the second day and Swiss, responsible for the Zurich-Geneva flight, reimbursed me.

My suitcase was also left in Zurich on the flight back to Costa Rica because I had a mere 45 minutes to make my connection. As Edelweiss is only available in Liberia on Wednesday afternoons (when my flight arrived), my suitcase was transported to Liberia by United and then sat for a full week at the airport. No one responded to my emails, either in Liberia or Switzerland. It was finally delivered more than a week later and cheese I'd bought in Switzerland had spoiled. Edelweiss refused to reimburse me for that cost, saying it was policy not to reimburse people for anything in their home country or to pay for items that could spoil.

Crappy experience and crappy customer service.

When my connecting flight was canceled in Zürich I had to stay in a hotel. The cancellation was done 5 hours after the flight was planned.

After getting home wanted the money spent on the hotel back, but instead og refunding the whole amount, they simply tell me "we were not able to offer an amicable resolution."

On top of that the refuse to offer compensation according the EU regulations.

Never ever again.. DONT FLY WITH THEM!

Was checked in on waiting list on the flight from SJO to ZRH last month. At the check-in desk, the lady told me I could upgrade - without mentioning that it would just be an "upgrade" to Economy "flex" (or whatever they call this fantasy class of theirs). I made the mistake to not read the paper slip thinking it would be an upgrade to Business (for a price of USD 90 quite a bargain, I should have had second thoughts...). I returned the "upgrade" at the gate and was not charged but it left a sour taste. They claim that the food on board is traditional, typical Swiss food (specialties). This is in no way true, every Swiss person would be embarrassed to hear that. Also, there isn't any free alcohol available on board. All this combined turned what could be an enjoyable flight into a so-so experience. I have another flight with them next month and might update my review. But I don't think they will become my favorite airline.

UPDATE: Flight from ZRH to DEN: Food was slightly better, but legroom was ridiculous. United on the way back had much more legroom. No change in rating.

No online platform, sends you from Swiss-air to edelweiss to swiss-air again, was told flight is "full"when checking in, so I either had to pay a premium to get upgraded or fly the next day. Then they charged me another 2.5x the normal amount for extra suitcase that I couldn't book on their non existing online platform. Ended up paying more than 1/3 of the original ticket price at the counter. Avoid this airline if you don't want to get scammed.