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.
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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.