Review Time
If I could leave zero stars, I would. We experienced a medical emergency at 10pm the evening before our flight that required emergency surgery for two of the four passengers. We immediately notified Swiss Air that those travelers were no longer able to fly.
We submitted extensive documentation, including two separate physician letters, urgent care reports, and EOBs. Despite this, the airline insisted on a vague requirement for a “stamp” on a hospital-letterhead letter—something the hospital itself said they had never heard of and could not provide.
Swiss Air ultimately denied our refund request, issued only 1/8 of the ticket value, and claimed to the credit card company that the ticket had been used. They maintained the fare was non-refundable regardless of a documented medical emergency.
This experience was frustrating, insensitive, and deeply disappointing. In a genuine medical crisis, we expected basic compassion and reasonable accommodation—not bureaucratic obstacles and inaccurate claims. I would strongly caution others when booking with this airline.
Disgusting practice when it comes to compensation and refund for significant delays and delayed baggage related expenses.
They will make it as hard and as inconveniently as possible for you to claim your rights as a passenger.
I was traveling to Washington DC from Athens when my flight from Zurich to Washington was cancelled. The next available flight was in two days, and the hotel voucher provided by the company was only valid for one night. After spending hours in queues at Zurich airport, I found the employees to be not only unhelpful but also quite rude. I attempted to book a flight back to Athens as I had missed the conference I was attending. If you're considering traveling to Washington, I strongly advise against using this service or Zurich airport!
My experience with the airline has been extremely frustrating. My checked bag has been stuck in Montreal, and rather than coordinating with another airline to forward it to me in the U.S., they have taken no action. Each time I reach out to customer support, I receive generic responses and am told to “check the lost and found” at my local airport, despite the bag being confirmed in their system. There seems to be a lack of accountability, follow-up, and concern for my missing belongings. It feels like once they took my luggage, they stopped caring about its whereabouts. For an airline that promotes high standards, their customer service is surprisingly unhelpful and dismissive. I would caution anyone considering this airline: if issues arise, you are left to handle it on your own.
I had a horrible experience with the check-in staff at the airport. We attempted to use the self-check-in machines, but they only displayed options for one airline. When I approached the staff for assistance, they showed no willingness to help and simply directed us to join the line for check-in. Their focus was more on chatting with colleagues than assisting passengers. Additionally, due to a minor tear in my passport, I was refused check-in. The staff member was impolite and ignored my husband, seemingly enjoying the situation and hoping for a confrontation, which we chose to avoid. If you encounter a staff member with short brown hair, I recommend steering clear due to her unpleasant attitude.
Seats paid for not honored – a deeply disappointing experience. We paid EUR 140 in advance to secure two seats together (window + middle) for our convenience. Unfortunately, this reservation was not honored. The window seat was taken, leaving us with the middle seat between two strangers, which completely undermined the purpose of our payment for seat selection. To add to our frustration, we were instructed to solve the issue at the airport counter ourselves, despite having only one hour for our transfer. This led to unnecessary stress and dissatisfaction. For an airline that positions itself as a premium carrier, this service level is unacceptable and poorly managed. The situation was handled in a very unhelpful manner, leaving us feeling extremely disappointed. This incident has significantly eroded our trust in the airline, and we would hesitate to pay for seat reservations in the future.
This airline is declining! At the departure gate, there was no food available for international travelers; we couldn't buy anything, not even a drink. They placed us at the worst gate at the far end of the airport, typically used for short flights, not for long-haul journeys! It's unbelievable. I wouldn't recommend this airline for long trips, as they really need to improve. Even the local airport is better than this experience! 🤮
I booked a premium economy flight from Zurich to Miami, but honestly, it felt no different from economy class, despite costing five times as much. This will be my last time choosing premium economy with this airline. Other airlines offer much better and more affordable options.
The service with this airline is declining! At the departure gate, there was no food available for international travelers, and we couldn't purchase anything, not even a drink. They placed us at the furthest gate in the airport, typically used for shorter flights, not long-haul journeys. I wouldn't recommend this airline for long travels; even smaller airports provide better service.
I faced multiple delays and lost luggage with this airline, and there was no official explanation for the delays. The lack of acknowledgment for the stress caused and the personal financial burden was frustrating. Additionally, the staff were unhelpful and indifferent.
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SWISS is Switzerland’s national airline, flying to 90 destinations around the world. Visit SWISS.COM for special offers, flight schedules and general information.
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