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Business Profile

Airlines

Swiss International Air Lines, Ltd.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 127 total complaints in the last 3 years.
  • 46 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked ticket, and then I called to customer service right away to cancel it - Booking reference ******* Because it's Economy Basic, and I would like to order Economy Light as it's less expensive. They told me yes It can be done as it is during 24 Hours. Today 06/19/2025 I see the charge on my credit card, the ticket not canceled.customer service telling me that they didn't record any phone call for this ticket. I'm attaching picture that i called them that date 06/12/2025.I ordered another ticket for the exactly same fly as well (******). why do i need 2 tickets for the same fly

  • Initial Complaint

    Date:06/18/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My two sons and I were traveling from ******, ** to ********, ***** via Swiss International Airlines on March 12, 2025. Our Flight LX053 at 10:55pm was delayed & then cancelled. We were ejected from the airport & told they would reimburse us for the hotel stay and would automatically rebook our flight. Our flight was re-booked for March 13, 2025, Flight AZ615, departing ****** to ******** on March 14. We were INVOLUNTARILY BUMPED from this flight and spent the entire day searching to find a flight. We were finally booked on a flight from ****** to ****** to **** (not our final destination via Air ********). We then had to take the train from **** to ******** - costing an additional $485 in expenses. The only portion of the flight that we took with Swiss was our return flight on March 24, from ******** to ******. Based on US **** of Transportation my sons and I are due just compensation for INVOLUNTARILY being BUMPED from our flight and causing significant delay (over 24 hours). (******************************************************************************************************). According to the guidelines, over a 4-hour arrival delay compensation is equal to 400% of one-way fare (airlines may limit the compensation to $2,150 if 400% of the one-way fare is higher than $2,150). I have filed a request for reimbursement from Swiss and was ignored for 3 weeks. They only responded when I told them I was filing a complaint with BBB. This is very frustrating to be taken advantage of as a consumer and just continue to get pushed around without fair compensation. I also lost $1,076 from flights and stays in ****** that we were not able to attend because of our delay. I have receipts for everything, and I shared with Swiss. I am seeking reimbursement based on the US **** of Transportation guidelines for myself and my 2 sons. (Min $876 for involuntary bump and $260 overnight hotel stay due to canceled flight)

    Customer Answer

    Date: 07/18/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Swiss International Air Lines, Ltd. has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ****** ******

  • Initial Complaint

    Date:06/12/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    At the end of April (now almost 2 months ago), I had taken a trip with Swiss airlines to *******During one of my flights of the leg, I became sick throwing up, and was advised in ******* before my destination to see a doctor. As a result, I missed my flight. I stayed in ******* for 2 days to recover. After buying another ticket to my destination country, I had arrived as intended, staying for the 3 days of the trip in-plan.However, the night prior to my set departure, I was informed by Swiss that my ticket was canceled and invalid, because of the airline's sequence rules. No e-mail was ever sent of the ticket's cancelation. Not all consumers are aware of these rules, and this airline did nothing to ********* addition, I was then told that the only way to get a refund was through purchasing another ticket for the next day. I then went to do so, getting a ticket through ******. Swiss then informed me that only another Swiss ticket would qualify as a refund, but a manual override will be needed now to get the return leg of my trip back in money.This was on April 30th. Since then, no contact on refund status, amount, and each agent just says the same "we'll follow up with the other team" response. This is an airline I would never fly with again, nor their parent *********, as they have zero empathy for the plight of people. I'm also fully blind, I might add, and the way they dealt with my situation was made even more difficult on the basis of my disability. My doctor's note was denied about becoming ill, and nothing was made easier to provide me with accessible information or improve the experience on the basis that this society is not meant or set up for blind people like myself. Thanks, Swiss.

  • Initial Complaint

    Date:04/21/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a round-trip flight with SWISS Airlines (booking reference ******* from ****** to ****** (April 19 May 7, 2025) via a third-party agency (*****************). My wife (booking reference ******) booked the exact same fare (non-refundable Economy Light) on the same flight, also via a third-party site. Due to a cancellation of her work trip, we both needed to cancel our plans.Despite identical fare rules, she was issued a full travel credit by SWISS, allowing her to rebook within one year. In contrast, I was told that I was only entitled to a small refund of $62 out of over $1000 paid, with no travel credit offered. When I asked for equal treatment, I was repeatedly referred between departments or told to contact the travel agency, even though the issue concerns SWISS policy. I contacted their customer service, voucher support, and social media teams over 15 times over a 3-week period and received contradictory or evasive answers throughout.Over the phone, I was told that I could simply be a "no-show" and later rebook within one year but this was denied in writing afterward. I have repeatedly asked why my wife received more flexible treatment, and no one at SWISS has addressed that question or acknowledged the inconsistency. I now face losing the full value of my ticket if I do not fly or rebook, even though others like my wife were offered a solution under the same circumstances.This is not just a refund issue, but a case of unequal and inconsistent customer service. I am requesting that ********************** either honor their original phone advice or provide me with the same flexibility that they already granted my wife for the same ticket class.

  • Initial Complaint

    Date:03/07/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 1/15/2025, I traveled with SWISS International Air Lines from ****** to ******, but my checked baggage did not arrive with me. This caused significant inconvenience, additional expenses, and forced me to wait at the airport for nearly five hours instead of proceeding with my trip. This delay was entirely due to SWISSs mishandling of my baggage, yet the airline has refused to take any responsibility for the impact on my travel.I first contacted SWISS on 1/27/2025, followed by multiple weekly follow-ups. Despite allowing ample time for a resolution, I have received nothing but repetitive, dismissive responses that fail to acknowledge the real disruption this caused. SWISS has refused to offer any form of compensation, reimbursement, or even a basic goodwill gesture, making it clear that they do not value their customers time or experience. Their responses simply repeat standard baggage policies, which fail to justify why I had to wait five hours at the airport due to their error.I have requested escalation to a supervisor or manager, yet SWISS has ignored this request and provided no meaningful response or resolution. Nearly a month has passed, and SWISS has failed to provide any assistance, demonstrating poor customer service, lack of accountability, and complete disregard for customer satisfaction.Desired Resolution:Reimbursement for expenses incurred due to the baggage delay, including transportation and meals.Compensation for the five hours lost waiting for my baggage.Formal acknowledgment of the inconvenience and a goodwill gesture (e.g., flight credit or voucher).A response from a supervisor or manager with the authority to resolve this matter.With no resolution after nearly a month, I have no choice but to escalate my complaint through the BBB, the ************************ (ECC), and the Swiss ******************************** (****). I hope this prompts SWISS to take responsibility and resolve this matter appropriately.

    Customer Answer

    Date: 04/01/2025

    Better Business Bureau:

    At this time, I have not been contacted by Swiss International Air Lines, Ltd. regarding complaint ID ********.

    Sincerely,

    ******* ********

  • Initial Complaint

    Date:03/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    THIS IS A 2 STOPS DESTINATION ( ********* ***** TO ****** TO ******** ) . DEPARTING JAN.12.2025 AND JA.13.2025 (4 PEOPLE TICKETS) FLIGHT # LX16 WITH SWISS AIIR LEAVING ******************* TO ************. SWISS CONF # ****** OR ************* CONF # ******** WE WERE DENIED BOARDING BECAUSE WE MISSED OUR FIRST LEG OF FLIGHT FROM ********* TO ****** , REASON ; WE HAD AN ELDERLY PERSON THAT WAS SLOW AND HARD TO MOVE AROUND . WE ARE ASKING FOR A REFUND OF DENIED BOARDING PAID FOR FLIGHT AND WE HAD TO MISS OUR PAID FOR FLIGHT FROM ******** TO ***** , **. HOME.WE ARE ALSO ASKING FOR A $6544.00 COST OF 4 TICKETS PURCHASED AT ************** PER PROVIDED RECIEPT. AFTER A MONTH OF EXCHANGED EMAILS WITH SWISS AIRLINES WE WERE DENIED ANY REFUNDS. PLEASE RESOLVE OUR ISSUE THAT COSTED US OVER $8000 IN TICKETS THANK YOU. .

  • Initial Complaint

    Date:03/03/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Swiss airline lost our luggages while we were traveling to *****. Promising they will deliver everyday with our belongings and medicines. Till this day they will not respond to any of our emails about the status of the compensation. They have completely blocked me and my emails. We cant call and speak to anyone . The telephone representatives indicated only respond to emails but Swiss refuses to reply to us regarding compensation! That is a violation of aviation rules.

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Swiss lost my bag. I was entitled to compensation and they approved the refund. I provided my bank details on January 10th and was told I'd receive the refund within **************************************************************************** that what I provided would not work but are giving no explanation as to what I am supposed to provide and are completely unresponsive. They have no direct phone number and do not respond to emails.

  • Initial Complaint

    Date:02/18/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We bought tickets from Swiss Airlines (purchase on Nov 21, 2024, ********* Jan 16, Jan 20, 2 persons)Unfortunately my father-in-law passed away on January 5th.I called Swiss customer service and they told me that in case of immediate family member's death i don't have to pay change fee, only the fare difference. (our intention was to change the return flight to attend the funeral)As advised, I sent the documentation to ********************************** on January 13th, as soon as I received it. I called customer service same day, but they told me they cannot contact the department making a decision.I resent the request on January 14th, 15th and called the customer service on ************ flight was on the evening of the 16th, so i had not other option, but did modification of the ticket to return on the 25th when the final death certificate received i have sent it on Feb 4th some days later I called the customer service to request the reimbursement of the 2x198usd change fee, but they declined. they say they returned the 10% of it the taxes, but not the change fee, which was promised upfront

  • Initial Complaint

    Date:02/14/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Swiss airlines delayed my baggage by 5 days in July 2024. I am seeking reimbursement for costs incurred. After many unsuccessful email and phone attempts on a status of my reimbursement I am filing a complaint.

Swiss International Air Lines, Ltd. is NOT a BBB Accredited Business.

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