Swiss International Air Lines Reviews 593

Whilst the actual flights and planes are pretty good, don’t EVER get a connecting flight with this airline - they often don’t fly on time and worse still there is literally no communication or support to get connecting flights when delayed. Our recent experience from Athens to London Heathrow via Zurich was the worst. Our flight was delayed by almost two hours, meaning we would have only 25 minutes to get our connecting flight (with a trip through passport control as non EU) and yet the flight crew could not prioritise us getting off the plane or send any info to the connecting flight about our delay - in fact they couldn’t give us any info. We ran through Zurich airport, which also included a shuttle service as it was the other end of the airport, were held up at passport control for no good reason and as we got to our gate with 3 minutes to spare there was no info telling us that we needed to get a further stamp at a random pop up kiosk, so we were sent to get that by an abrupt and unsympathetic ground attendant - and whilst we were queuing a Swiss air representative brought a family who pushed in front of us and when I questioned it, she just said she’d been asked to assist them as they were late for a connecting flight!!! When I got finally back to the gate and tried to explain my frustrations and concerns, I was simply met with - fill out a feedback form on our website. When I persisted in my annoyance I was passed to someone more senior who just said the same. I asked whether our luggage would have made it and they shrugged and said they couldn’t be sure.
It’s a real shame as the flights themselves and the cabin crew were very helpful and pleasant; however, they equally couldn’t tell us our luggage had made it. The irony was they clearly didn’t know to direct us to the app - as we discovered not long after the app informed us our luggage was safely checked in as on the flight with us.
I’ll think twice before booking again with Swiss.

Due to a series of unfortunate events I took 28 hours to travel on 2 flights from Dubrovnik, via Zurich to Newquay in Cornwall. I understand the separate incidents were beyond Swiss Air control but take huge issue with the complete lack of support, presence or advice during a very long day. We were returned to Zurich and dumped with no advice about new flight other than a time next day. We had to book own hotel, food etc. The only help was apparently at the 'transfer desk' where the queue to speak to someone was over an hour. Why oh why is there no customer support desk. Terrible experience, will avoid in future.

button "continue to payment" not working.
Preneeded opening a Miles&More-account difficult (2FA, confirment, bloodtype, sexual orientation, and who knows what probebly else needed). price after opening Website for 2nd try was increase... Abort the whole trash. Two houres for nothing.
Sell order for placed this company at the stock. Time for meditation and swinging bowl now. Ademerci.

I bought the recommended ticket from Swiss Air called Business Green. This allows for Rebooking “Allowed plus fare difference”. When rebooking Swiss Air wanted a surcharge of 209 CHF.
Original ticket price: 1,143.40 CHF (+209 CHF).
New Business Green ticket price 715,55 CHF).

Answer from Swiss Air: "We would like to inform you that the lower fare displayed on the website is a discounted fare, which is only available for new bookings. However, in your case, you are making changes to an existing ticket, and therefore, the lower fare is not visible when rebooking."
What happened to "Rebooking Allowed plus fare difference”.
Conclusion:
The company’s short-term profit is more important than its customer-image.

Warran Buffet: Image is made in drops but wasted in buckets!

Swiss has partnered with Dolfi1920 as baggage partner. The experience of dealing with Dolfi1920 while on a Swiss Air flight has been horrible. The fact that Swiss Air partner with Dolfi1920 is reason enough for the poor rating for SwissAir and avoiding it for future travels

I booked a flight with them, and when it came to payment, I chose Open Banking because they said that there may be fees on the credit and debit cards. It all went through to IATA on behalf on SwissAir, but after waiting for 2 minutes on the booking page (as instructed), the page said that there was an error. It gave me no more instructions and when I tried to repeat the payment (before I realised the money had left my account), it said this was a duplicate payment. I have received no tickets or even acknowledgement.

I filled in the online form for technical errors, and with no apology, the service desk asked me 7 detailed questions. I answered all of them and, over 48 hours later, I have heard nothing back, despite multiple chaser emails and a supremely unhelpful phone call.

I can only assume that SwissAir have stolen my money.

My daughter and I flew economy from Manchester to Zurich and back over the weekend.
Everything went very smoothly on departure and the Swiss Airlines airport staff/flight crew were attentive and friendly. The seats were comfortable and the free water and chocolate was a lovely addition to the service.
We were delayed by an hour on our return flight due to the weather, but again the staff were great.
The Swiss Airlines App promptly notified me of any changes and check-in times.
We hope to fly with Swiss Airlines again in the future.

Never will fly Swissair again! Horrible experience! I was denied boarding at the airport because my name was incorrectly inputted on ticket and didn't match my passport. Could not edit it on their website. No one could help me at the airport so I had to call to get any help. They told me to cancel my reservation and I'd get a refund and I could book another flight (double the price). No refund or credit. Bad service!

They rebooked our flight 8h earlier which meant we had to skip 2x1 day of work as well as pull the kids out of school 1 day. Super long layover an about 400€ extra costs and missed salary. Not even a single reply even though we filed complaints and reached out through chat several times.

Just tried to register and book flights. Never completed the registration procedure as the activation link expired immediately. It was supposed to last 24 hours. Tried to restart the process but it did not complete again, and again..

Swiss air delayed my flight by 24 hours, I was also stuck in an airport, in a different country for over 8 hours. During the 24 hour delay, I experienced one inconvenience after another. I was flying back home to see my family and due to the delay, I miss Christmas with them. After filling a claim, they refused to offer me any compensation for the lost time. I’ve sent them emails for the last week and they have continued to ignore me. Worst airline I’ve ever dealt with.

My first and only time flying with Swiss Air. The absolute worst experience I’ve ever had with an airline, including budget airlines. I prepaid for a checked bagged, where the website clearly says ‘ normal sports equipment, we are happy to transport for no extra charge, providing you do not exceed your ​baggage allowance’. They refused to take my bag because ‘skis do not count as regular baggage and you paid for a regular bag’. In order to bring my bags I had to pay 90 CFH EACH WAY despite my ONLY bag being my skis. They are definitely not the ‘skier’s airline’ as they promote themselves to be. Beyond this, every customer service person I’ve spoken to has been exceedingly rude, even before the baggage issue arose, and on board you don’t even get coffee or juice, only a single bottle of water. They are a budget airline at international airline prices.

I wanted to book an additional child to my ticket. The website does not provide a phone number. I used the chat. After 20 minutes and the person on the other end asking three times if I wanted to book another child to the ticket, the chat just ended automatically.
After googling I found a customer care number. Somebody picked up. At least. However this person was also rather incompetend...horrible experience all in all.

I had a return ticket from Amsterdam to Singapore, via Munich. First leg was Amsterdam - Munich with Lufthansa, and second leg from Munich to Singapore with Swiss.

The day I was supposed to fly in the evening, I still had a strong fever. I didn't feel fit to fly, didn't want to fly, and it'd be very rude and irresponsible to other passengers and the airline staff to try to fly. So, I checked online if I could rebook my flight for any of the four following days. (On a side-note, even with a doctors' note stating that you have a strong fever, you're not able to rebook for free, which I find somewhat strange, although I understand that'd leave a lot of room for abuse of that system). I could rebook my flight to every other day the four days following my initial outbound flight, and the rebooking-cost for each day would be €250. Fine, I found that acceptable. Not knowing when I'd exactly be fit to fly, I decided to contact Swiss via their online chat support. Support told me they could cancel my outbound flight for me to give me 24 hours to rebook my flight (and make sure I wouldn't get flagged as a no-show), and then I could wait and see how my health state would be the next morning. Great! (I thought...).
Straight away after cancelling my flight, but before leaving the chat, it came to my realisation that now I wouldn't be able to rebook my flight online anymore by myself. And indeed, support told me I'd need to go through chat/phone support the next day to rebook my flight. At that moment I knew I'd get 'scammed' for the rebooking cost.

And so, the next day came. I felt reasonably good the next morning, so I decided I wanted to rebook my flight to that evening. And that's when the horrible experience started. I decided to try and rebook via chat (as it was stated that phone support would be busy and have a long queu). Over the next 1,5 hours there's been 4 chat support staff members who left the chat for absolutely no reason, and left me hanging every time. I had checked out and written down all potential rebooking flights, flight codes, dates and time for the staff in order to work efficiently. I'd provide them every time with 1 option, they'd literally take 10-15 minutes to search for flights in their system, online to get back to me with a list of flights that I could choose from, containing the flight I had already shared with them 10 minutes before... Then I'd tell them my preferred flight again, and they'd be gone another 10 minutes. All that time I'd be patiently waiting on them to come back. And every time they came back with a ridiculous price compared to what I could rebook for the day before, about €800. So, I'd ask them to check another flight for me to see if I could get a better price (and I'd provide them the date, time, flight codes etc. again), and every time they simply left the chat without a word, without even finishing my rebooking process. Simply incredible how bad the service was; and not just once, this happened this exact same way for four times, when I decided to try and contact support by phone. This lady was way more skilled and helpful, but still I got scammed by the pricing, as for the next week Swiss claimed that the cheapest rebooking option was €800 (where, once again, the day before I could rebook myself to practically any day in that following week for €200-250).

Dear Swiss Air Customer Service,

I hope this message finds you well. I am writing to express my deep frustration with the lack of support I’ve received regarding my recent experience with your airline. Despite multiple attempts to contact your customer service team, I have yet to receive any meaningful assistance. My concerns have been consistently ignored, and I am extremely dissatisfied with the service I have received.

Details of the issue:

Booking Reference: UHNHE9
Date of Issue: Multiple occasions in February 2025
Problem Description:
Inability to add my frequent flyer number
Lack of guidance regarding fare rules
Failure to provide refund details
Inability to assist with a transfer refund
Issues with seat allocation
Overall poor communication and customer service
None of my queries were addressed, and I felt as though I was not understood or helped in any meaningful way. The level of service I received was far below expectations, and I am left extremely disappointed.

Attempts to Contact:
I have reached out multiple times via phone calls, emails, and other means, but I have not received any useful response. It is completely unacceptable for a customer to experience this level of service.

The lack of assistance and effective communication is deeply concerning, and I expect a swift and thorough resolution. As a paying customer, I deserve to receive the proper support I am entitled to.

I request that you investigate this matter and provide me with the necessary steps to resolve these issues promptly.

Our flight with Swiss Air was fine, but when we collected my husband's electric wheelchair on our return the wheel was damaged and the mudguards missing. Despite contacting them, their baggage handlers and Lufthansa (twice) we have not got any replies other than to fob us off, saying they are not responsible, go to one of the other sites. This has been going on for over three months. A new wheel cost £167 and was not available for nearly three months, during which time the wheelchair was unusable. Their attitude was dreadful, we will NEVER travel with Swiss air again.

I have never had any issues with this airline,I think the upgrade prices are a little over the top when I am only flying from London Heathrow to Geneve which is 1 hour 10 mins,I would understand the big price if it was long hall flight

I am deeply disappointed with the way Swiss Air has handled our case regarding an involuntary rebooking that resulted in significant extra costs for us. Instead of acknowledging their responsibility and following EU regulations, Swiss Air has chosen to repeatedly send out automated responses, ignore our legitimate claims, and refer to their own internal policies rather than the actual passenger rights and laws that protect consumers.

The Issue

We had booked a flight with Swiss Air from Landvetter, including pre-booked ski baggage. The night before departure—less than 10 hours before our flight—we were suddenly rebooked via SAS with a connection in Arlanda. This last-minute change completely disrupted our travel plans, causing two major financial burdens:
1. Missed Transfer: Because of the rebooking, we arrived at our destination later than scheduled and missed our pre-booked airport transfer. As a result, we had to arrange and pay for a new transfer at the last minute, costing us 3,000 SEK.
2. Unavoidable Baggage Fee: When checking in our ski baggage at SAS, we were charged 3,000 SEK because the bag was not pre-booked. Swiss Air’s rebooking happened so late that we had no opportunity to pre-book the baggage ourselves, as SAS requires this to be done at least 24 hours before departure.

Swiss Air’s Completely Unacceptable Response

Despite presenting clear evidence of these additional costs, Swiss Air has:
• Paid us a completely inadequate 1,400 SEK, which does not even come close to covering our out-of-pocket expenses.
• Ignored EU regulations and international conventions that protect passengers from financial losses caused by involuntary rebookings.
• Repeatedly responded with generic, automated emails that dismiss our claims without proper evaluation.
• Refused to take responsibility, instead hiding behind their own policy, which conveniently benefits the airline rather than following established passenger rights laws.

What Swiss Air Should Have Done

Under EU Regulation 261/2004, Montreal Convention (Article 19), and basic consumer rights, Swiss Air is legally obligated to reimburse passengers for additional costs caused by rebookings. This is not just a question of customer service—it is a legal responsibility that Swiss Air is actively choosing to ignore.

The Verdict: Swiss Air Does Not Care About Its Customers

This entire experience has shown that Swiss Air does not care about its customers. They are more concerned with protecting their own financial interests than treating passengers fairly. Instead of dealing with legitimate claims responsibly, they rely on delaying tactics, generic responses, and outright refusal to comply with international laws.

We will not let this go. If Swiss Air continues to ignore their legal responsibility, we will escalate the matter to Allmänna reklamationsnämnden (ARN), the Swedish Transport Agency, and other relevant authorities.

To all travelers: think twice before booking with Swiss Air. If anything goes wrong, do not expect them to take responsibility—you will be left dealing with a corporate wall of silence, generic responses, and disregard for passenger rights.

Absolutely disgraceful behavior from an airline that claims to be premium.

We have just flown ZRH to DXB and the inflight service was AMAZING. Thank you Florian and Pierrick for looking after us so well. We were in economy class and the food, entertaiment and comfortable seats were excellent. We will have no hesitation in flying with and recommending Swissair. Not sure why the reviews here do not reflect the excellent service. And the chocolate ice-cream treat was just delicious!

A while ago I had to go to the Usa.I cannot go back far enough with the calender underneath..
But think everybody who is interested should know.
I bought a ticket from Swissair, from Zurich to London Heathrow, return. Connecting flight to Los Angeles. Unfortunately the cargo door from the plane (that is the 'bigger' door on the rear left side of the plane) got damaged by the lift truck when loading cargo into the plane. I saw this, since I was at the gate and the plane was already standing there. I was early. The lady from swiss said we will be delayed a while. I told her I work in aviation and that needs a proper repair since it is deformed, meaning a proper repair, not short time repair but another plane. After three hours (or more, I cannot recall the exact time) they put me in a plane to London City Airport...
NOBODY told me how to get to Heathrow, also NOBODY told me I have to take my luggage myself with me. London City airport is in the middle of London, a small isle in the river Themse, Heathrow is more to the east, about 45 minute drive by fast taxi and suffering from traffic jams. I arived a day later than planned in L.A. after help from everybody, exept swiss. It is sad..I expected more from a swiss airline.. I still have the paperwork, if anyone is interested
. No compensation, no proper answers.