Swiss International Air Lines Reviews 2,883

Lost baggage came 7 days late for a direct three hours flight. Bad assistance bad compensation, slow reactions. Very deceived

Unbelievable…. How a Swiss company works … Fwd: Your SWISS flight Brussels (BRU) - Goiania (GYN) on 15/11/2025

To whom it may concern, or at least to whom it may concern and show humanity.

On..15/11/2025 I bought plane tickets to Brazil from Brussels via the Swiss app. This isn't news; I used it frequently.

On. 06/01/2025.. I made an adjustment of approximately €132 for a better seat on the Lufthansa flight.

On... 11/01/206I decided, due to circumstances, to postpone my flight by one week, and paid extra for this. However, that same day, my entire flight was deleted, apparently with one click (as confirmed by the person on the phone, via someone in Belgium).

Contact that day by there intern system, chat,
to help me with the Seat-arrangement (I did may extra for it)
there help was non excisting, as they look like one company, but actually are not.

asked someone in Belgium, to help me, as calling from here, is so ridiculus ( probly also there idea), no other means.
the answer was,
I called Swiss, terrible news! Apparently, they requested the flight be canceled through the app. They could even see that you'd just paid extra for a better seat and then canceled it immediately. They suspect you tried to cancel the extra seat and accidentally pressed the wrong button, canceling the flight 😕. Once the cancellation is processed and the refund is initiated, there's nothing they can do. €58 or so has been refunded to your credit card because you didn't have cancellation insurance on that flight. This is absolutely terrible; you'll have to rebook everything.


This seems like a scam to me, since help is provided at a normal pace, even though they can barely do anything via chat. But you can cancel an entire flight with just one click, and their 'solution' is, just buy a new flight... which then costs €1000.

its behond ridicule, helping takes time, and they can’t even do by chat. But losing my Totally ALL your flight.. in really -1 second- is okay, ‘ just pay another flight, wich is 140% more.

a descrase

I was flying on Washington DC from Athens. My flight from Zurich to Washington has been cancelled. The first available flight was after 2 days and the hotel voucher the company gave me was only for one night. After waiting for hours in queues in the Zurich airport, the employees by the way not only they were not helpful but they were extremely rude, I tried to book a flight back to Athens since I had lost the conference for which I had been travelling. In case you want to travel to Washington for any reason my recommendation is to avoid not only Swiss but also Zurich airport!

The people who answer the phone - especially those who answer the UK number have no interest in doing anything or selling any tickets. They keep you on hold for a long time and then disconnect.

I missed my flight connection because of the fault of the airline. As I result I had to stay overnight half way home and reached the final destination with more than 12 hours delay. I should be entitled to a compensation under EU Regulation 261/2004
The form they provide doesn't offer the option of a compensation and there is no other way to reach them. I find it criminal.

Terrible customer service experience with Swiss Air. I've been trying to speak to someone regarding a flight today and after interacting with the web chat for a few days and sending emails, there has been no follow up. The phone contact number on the website is unhelpful, I called and spoke to support staff for the outbound flights to communicate health issues with serious considerations and pre planning required. The outbound flight was extremely concerning, no help was offered and I was told the calls and information I had given would not have helped and I should have contacted by email (which I did). Cabin crew, phone support, live chat, none of these have been good enough. I still need support for the return journey.

Absolutely unacceptable customer service – stressful and incompetent

I don’t even know where to begin with Swiss Air’s customer service, but this has been one of the most frustrating experiences I’ve ever had with an airline.

I called multiple times to request a name change on my ticket due to a new citizenship. Every single time, I was told it was not possible over the phone. No alternatives, no guidance, nothing. After getting nowhere, I had to do my own research and discovered—through Reddit and even ChatGPT—that a name change is in fact possible by emailing specific documents to Swiss Air.

Why did none of your agents mention this?

I sent the documents by email as instructed (by the internet, not by Swiss Air), then called again. After waiting on hold for nearly an hour, an agent finally confirmed the name change was “done.”

Except it wasn’t.

I never received a new ticket. When I called again, agents kept repeating that “the booking is done,” without understanding that a booking without a reissued ticket is useless. Once again, I had to research this myself and discovered that the ticketing department had not completed the process, which is why I couldn’t see my ticket.

Only after I explained their own process to them did they finally confirm this was the issue.

That call happened five days ago. I am flying in five days, and I STILL do not have my ticket. Every time I call, I’m told to “wait.” No timeline. No escalation. No accountability. Just endless waiting while my departure date gets closer.

This entire situation was caused and prolonged by:
• Incorrect information from multiple agents
• Zero proactive communication
• A complete lack of ownership
• Me having to figure out Swiss Air’s own procedures on my own

For a premium airline, this level of disorganization and indifference is shocking. I should not have to rely on Reddit and AI tools to get accurate information while your customer service repeatedly fails.

SWISS Airlines has been the worst airline experience I’ve ever had. My checked bag has been sitting in Montreal, and instead of releasing it to United so it can be forwarded to me in the U.S., SWISS has done absolutely nothing. Every time I contact customer service, they send me generic links and repeatedly tell me to “check the lost and found” at my local airport — even though the bag is clearly in THEIR system and in THEIR possession.

No one at SWISS takes responsibility, no one follows up, and no one seems to care that my belongings are missing. It feels like once they took my luggage, they stopped caring about what happened to it.

For an airline that advertises “Swiss quality,” their customer care is shockingly dismissive and unhelpful. I would strongly warn anyone traveling with SWISS: if something goes wrong, you are completely on your own.

They cannot answer the most simple question: will I have to check in again in Switzerland or not after spending 3 thousand dollars on my ticket? Will I waste the money? Can my nationality pass the airport or not? What a complete team of imbeciles, useless, incompetent people. You people know absolutely nothing about how to do your job. A complete disgrace!

I had to rebook my flight. The website only offered me refund but no rebook option so I had to contact customer care to handle the rebooking. The only channel that was offered was chat. I had to wait over 1 hour to be attended. This is unacceptable.
Further minor issues: Getting the email with the payment link took 5-15 minutes. Now for 1 hour the payment is still in "being processed - you will be informed by email once confirmed" and I am getting anxiety on whether I will have to contact customer care again (and again wait for an hour or more).

Over 3 hours with their online chat after they cancelled my flights, took over an hour to talk with the first person (Ruth) who then ended the chat half way through our conversation. I was then put to the back of the queue with no explanation. Eventually told there were no other suitable flights, we were due to fly one week today , no explanation on why they had cancelled these flights. No interest in customer support, stay well clear .

i have been flying with SWISS for many years and have been really satisfied with their quality and services until my luggage was damaged.
after trying to avoid communication and responsibility for almost 2 months the refund was not even 20% of the damage caused.
very disappointing. not SWISS style at all.

Flew this airline in April 2024 from Singapore to Zurich via Rome.My partner and I booked and paid for our seats at least 6 months in advance and specifically chose a two seat window side row. Upon check in for both our incoming and return flights for the Zurich to Rome leg, our seats were changed to a 4 seat middle row, which we were definitely not happy about and which was extremely unprofessional of the airline. Not once did we receive an explanation or apology for why this occurred. Luckily they couldn't do that to us on our Zurich to Singapore leg, as we had booked Premium Economy seats. Thank goodness! On top of all that, our luggage didn't arrive when we reached Rome airport. Having flown all the way from Australia, it was majorly stressful and upsetting trying to find out what had happened to our suitcases and when they would arrive. It was only through sheer determination and persistence that I managed to get hold of our suitcases the following day, but it wasn't an easy experience at all. The airline staff and flight attendants were hit and miss with their service and friendliness. Has really put me off flying with Swiss ever again.

When I purchased the flight, from my bank account was taken twice the amount of money of the cost of the flight. I went to the bank to solve the issue and I was told Swiss would give me that amount back, and so it happened, but what if I didn't realize? Would they give it back to me anyway if I didn't realize? What is the reason for that? Who decided it? Many are the questions and I don't know what would happen if I didn't realize, nor I blindly trust an explanation of course, nor I actually care about what is the precise reason why it happened...but one thing is sure, it is that this situation brought much discomfort and nuisance as it blocked some other purchases I did because my pre-paid card had not funds anymore for other expenses because of their error...as many people do, I used a pre-paid card and I didn't use my credit card for online purchases, that's for safety reasons, and for safety reasons I do not fill pre-paid card with too much money, this is what almost everybody do for obvious safety reasons in the modern world. Of course if in my pre-paid card is taken off twice the money spent for the whole of the flights of the travel, well, it's pretty much of money, it's not candies. Because of Swiss error some various purchases remained suspended until the problem was solved and I had to go to the bank twice, moreover after this event it resulted difficult to track back all my purchases in the internet banking. About the flights, even if they were organized by Swiss they were almost all of different airlines and only the last flight of the travel was on a Swiss aircraft: it was a short flight long about 1 hour-1 hour and half, they didn't give us any meal even if it was breakfast time, they just gave us a delicious little slim chocolate bar...while in the Bangkok Airways flight which had same length they gave us a complete delicious complex meal. In the Swiss aircraft the staff was mostly kind to passengers, but with all these issues and defections the review could never be good at all.

Awful experience with check in staff at Manchester airport.
We tried to do self check in at the machines but it would only bring up Lufthansa - when I told the staff they didn’t offer to help and just told us to join the queue to check in! No interest in trying help just wanted to carry on chatting to his colleague.
Then due to a small rip in my passport refused to check me in. The lady was rude and didn’t address my husband directly, and definitely revelled in not letting me on the flight and seemed like she wanted us to cause a scene, which we didn’t! Would never give the likes of her the satisfaction.
If you head to check and see a short brown haired woman avoid because her attitude stinks!!

I am a SWISS Frequent Traveller and have now been waiting over 7 months for a downgrade refund.

I paid for Premium Economy and was forced to fly Economy from Toronto to Europe due to a missed connection.

After months of silence and repeated follow‑ups on my side, SWISS finally proposed CHF 299, without any written explanation or fare calculation. This amount is clearly inconsistent with the real fare difference, which on this route is typically CHF 1’000–1’300.

What is most disappointing is not only the inadequate amount, but the lack of transparency and accountability, especially towards a loyal customer.

At this stage, I am forced to escalate publicly and through regulatory channels, as standard customer service has failed to resolve this case.

Very rude and disrespectful based on color and race.

I made a mistake while booking. I put in the wrong last name by accident. Fristly there is no way to change the mistake online or via call to the hot line.
I had to send a mail. The mail only got a respomse that it was recieved.
No answer on my request or solution to my problem.
I bought a new ticket out of fear that Swiss would not let my partner fly only to find out that they Swiss ticketed her on the wrong ticket Name anyway.
I send a mail again to Swiss. No answer so far.
I call this the worst help desk service ever from an Airline.

I was charged twice for a seat reservation, once by Swiss (their fault) and once by Air Dolomiti (the company actually operating the flight, and part of the same group). I managed to clear this up with Air Dolomiti fairly easily however they told me I needed to contact Swiss and get them to link the original payment (made to Swiss) to the ticket. And this was just impossible to do: the online Chat was useless, and only in Spanish (for a flight from Malaga to Turin via Munich) and their office at Malaga Airport did not have any English speaking staff. I am not from an English speaking country and do not think the whole world should speak English but this is an international airline, or supposed to be!
Eventually I just gave up, and found myself with a different seat from the one originally booked and paid for. I will never book them again, I need to be sure I'll be able to talk to someone, in case I need help.

My experience with Swiss International Air Lines at Zurich Airport was extremely disappointing.

I paid for four specific seats in Row 4 so my family could sit together. One day before the flight, my seats were changed without my consent due to overbooking. At the airport counter, when I asked for a refund, a supervisor dismissed me in a rude and unprofessional manner and ended the conversation abruptly by saying “Bye.”
To this day, I have not received any refund for the four seats I paid for and did not use.

At boarding, a staff member singled out only me and my minor son, removed our carry-on luggage without properly weighing it, and spoke to us in a humiliating tone. Our luggage complied with all airline standards.

Unprofessional, disrespectful treatment from start to finish. I regret choosing this airline.