Swiss International Air Lines Reviews 

I was flying from ny to zrh in jfk airpod we waited by check in over an hour and they only had 3 counters opend for like 200 people there service is crap rude people anti semits they threatend to kick me off the flight beckuse i told them the truth and they dindt like it so screw swiss that was the last time i fly whith them 10 -12 years ago they were a great airline now it just got so bat its not normal dont fly whits swiss

Extremely disappointing customer service from Swiss Airlines.
Swiss cancelled my original flight and rebooked me onto a flight the day before, requiring an overnight stay in Zurich. I never accepted this change, yet my booking was somehow marked as accepted, meaning I'm now being refused the refund I'm entitled to.
I've spent hours on the phone, completed the online forms exactly as instructed, sent follow-up emails, and still have no resolution. I've even been told my complaint may not be looked at until after my travel dates, despite needing a refund now to book alternative flights.
I'm travelling with my two children to visit family, and because of these delays I've now lost the opportunity to book the replacement flights I had found.
This has been one of the worst customer service experiences I've had. I simply want Swiss Airlines to correct their mistake and process my refund without any further delay.

I paid for a seat upgrade on a flight booked through United but operated by SWISS. Not only was the paid seat not provided, but I was assigned one of the worst seats on the aircraft, directly beside the toilets. A United employee even described it as: “They downgraded you to the toilet.”

Neither airline took responsibility. After trying every available channel, I spent around 30 minutes on the phone with SWISS. The hotline employee was dismissive, did not believe what had happened, and became unfriendly when I complained. Extremely disappointing service.

I was forced to pay €75 for my hand luggage because the agent at the check-in counter claimed that my backpack was "too big". The most shocking part is that she did not even bother to measure it or check whether it complied with your baggage dimensions. She simply looked at it, decided it was too large, and demanded payment. It felt completely arbitrary.

At that point, the flight was already 45 minutes delayed (without any explanation), it was around 11 p.m., and everyone was exhausted. I was put in a position where I had no realistic choice but to pay if I wanted to board. That did not feel like the fair application of a baggage policy—it felt like being pressured into paying a fee without any objective justification.

I genuinely did not expect this from SWISS. I have always regarded your airline as a premium carrier. Instead, I was treated in a way that reminded me of the worst practices of low-cost airlines, except that SWISS charges premium prices. If your staff can simply decide, without even measuring a bag, who has to pay an extra €75, then your baggage policy is being enforced arbitrarily rather than fairly.

This experience has fundamentally changed my perception of SWISS. I paid the fee because I had no practical alternative, but I consider the charge unjustified and the way it was imposed completely unacceptable. Unless this matter is properly addressed, I will not choose SWISS again.

Absolutely hopeless customer service in the scenario of a cancelled flight. Communication non existent, customer service personnel not available. They don't deserve any customers' money.

My husband and I were travelling from Dubrovnik to Naples with a layover in Zurich. On reaching Naples we got to know none of our 4 bags have reached. This apparently is a very common thing for Swiss airlines domestic flights. We were asked to wait at the airport for 5 hours and was told we cant step outside. The Naples airport didnt have any food or drinking water available and mind you by this time it was already 8-9 hours that we were travelling. The staff at the checkin counter were not at all helpful and somewhat racist. You will not be able to reach any staff for raising your concern, in the app
It will just AI generated chat bots.

In short if you are travelling on any domestic flights with Swiss airlines do not carry check in luggage even if its offered for free. They will definitely lose it and show attitude as if its your fault.

My wife, Elena was unable to fly for medical reasons. We promptly provided an official medical report, and SWISS accepted our request.
The problem isn't with the refund itself, but with the customer service. Over several days, I received repeated promises: "in 48 hours," "in 30 minutes," "this evening," "a supervisor will contact you." None of these promises were fulfilled. The last employee even said the request was still under review.
Every new call brings a new version of events. No one can provide the true status of the request. Instead of transparent information, there are only contradictory answers and empty promises.
You expect professionalism, honesty, and respect for customers from an international airline like SWISS. Unfortunately, my experience was completely different.

I spent an hour on the Swiss chatline and failed to meke any progress whatsoever with my problem. There seems to be no other way to obtain customer support. Non-existent customer care.

Swiss is becoming new Ryanair. I paid 130chf for my ticket to London. Easyjet was for half the price but I like to pay more for good service. I traveled with Swiss airlines more than 30 times, and I enjoyed it. I also have the same backpack every time I travel with them. Apparently, this backpack is not good anymore and you have to pay 70chf to carry it on board. They measure and weigh it, and if it’s any bigger than a laptop bag, you will be charged. This is sad. I lost all respect and trust. Never again paying extra to fly with Swiss Airlines!

Were once my go to airline.. And once onboard it's fine

But "personal item" baggage rules, sneaky pricing which makes Swiss rank higher on sites like skyscanner and costs at the gate, mean I will never choose to fly Swiss again

Worse than easyjet

Let's hope EU carry on baggage laws are bought in

Cost cutting exercises are ridiculous for the premium you already pay to fly Swiss over more budget airlines. Forcing people to weigh and/or check their hand luggage is outrageous- even Ryanair and Easyjet don’t ask you to do that. The staff on this flight in particular went so hard with this rule that the overhead cabin storage is practically empty. There is genuinely no benefit in flying Swiss anymore.

They become a very bad airline! Now hand luggage is not including anymore, had to pay 70 CHF at the gate. I‘ve never gotten a free upgrade or a good seat. I travel alot but always get the seats in the very back. Also no food anymore, just a very small bottle of water and some swiss chocolate. Short haul flights better with KLM or Air France. Lufthansa Groups become a terrible airline group, so sad!

Cancelled my flight with little notice, or reason, did not offer any other options and have had to go through a very long process to try and fight for a refund. Avoid at all costs.

Swiss presents itself as a serious airline, not a low-cost carrier, yet they have removed carry-on baggage from the ticket. I had to pay extra at the airport for a backpack that would easily meet EasyJet’s size requirements.
The service during check-in and boarding was terrible. There was no legroom between the seats on the plane.
I hadn’t flown with Swiss in a long time, and I am shocked at what this company with a once first-class reputation has turned into.
Shame on you.

Terrible service... Flight cancelled... email said technical issues... But when I asked for compensation it was weather related issues. VERY sad.. second time it happens.. Last time I did get the compensation after contacting a company that handles that...
2 hours wait in line for rebooking.. one person to handle hundreds of customers... not good enough Would stay away from Swiss air

SWISS promotes itself as a five-star airline that puts the customer experience first. Unfortunately, my experience was the exact opposite.

My flight from Bordeaux (BOD) to Zurich (ZRH) was cancelled due to a technical issue. While technical problems can happen, what disappointed me was how SWISS handled the situation afterwards.

Instead of taking ownership and communicating transparently, I experienced poor customer service and a complete lack of meaningful follow-up. Despite several requests, SWISS refused to provide documentation relating to the cancellation. My complaints through different customer service channels remained unanswered or resulted only in generic responses.

As a frequent business traveller, I understand that disruptions are sometimes unavoidable. What distinguishes a premium airline is not whether problems occur, but how they treat their customers when they do. In my case, SWISS failed on every level: communication, transparency, customer care, and complaint handling.

The experience has fundamentally changed my perception of the airline. Following this incident, I have instructed my companies to book flights with airlines outside the Lufthansa Group whenever possible. Given our annual travel budget, this represents a significant shift in business.

I expected the service of a five-star airline. Unfortunately, I received the opposite.

Overall, the inflight service is very good, food very good, planes are a bit old and dated, not everything works well. Just came back from a RT to Zurich from Miami. Business Class going and Premium Economy returning. The big problem was dealing with the home office. We needed to return 1 day early for a medical emergency back home. I had booked the best PE class so changing the reservation should have been easy. They wanted to charge me $1200, when I protested during a 40 min conversation they reduced it to $200, then the couldnt get the seats, another 30 min on the phone and they could get 2 seats but it would be another $200. I agreed. They said would send confirmation in 10 min. 1 hour later, no confirmation, called, next agent said it was in the works, 1 hour later, no confirmation, Called said would have it in 10 min going through Accounting, but sent me a list of the changes. Next morning heading to the airport, no confrmation, get to the airport, cannot get on line there because I dont have a confirmation, The Zurich Airport is HUGE, got lost a few times finally found a kiosk for SwissAir. They told me to go to checkin 1, but I dont have a confirmation, she finally looked it up on the system, and finally we found it. Very very nerve wracking and expensive.

Terrible servicing.
I completed the online form for a golf bag.
Swiss requested a BIKE !
Then two calls and over 1 hour on the phone
Then an email asking me to call urgently
This is insane !

Absolute Sht show.... online system is full of bugs and faults i cant even book and pay for a seat when trying to manage booking. Error codes all over the website. No phone number to call and the AI help assistant is completely useless. I finally got through to a human agent on the web help page but he just stopped replying to me. My request to book a seat on my flight is still unresolved.

Becoming Ryanair
Have been flying almost exclusively Swiss for 10+ years and was happy to pay the premium for the better service. Unfortunately it looks like while keeping the premium prices they’re moving closer to a low cost airline model. Today I was charged CHF 70 per leg on a short flight as I had to find out that my ticket didn’t include a normal sized carry-on bag. The kind of annoyance you seek to avoid by flying with an airline like Swiss used to be. Never had to worry about carrying a bag on board. Will definitely start looking elsewhere going forward and not sure it’s worth if for Swiss to lose customers this way.