This is my final email to Swiss Air, which captures their business model. Bear in mind the flight was never taken due to a medical emergency:
“My refund is now complete after 41 weeks (more than 3/4 of a year) and I am finally done forever with your absolutely pathetic airline. In my particular case, not giving passengers who provide proof of medical emergencies immediate and complete refunds is flat out wrong. Astonishingly, a simple search will reveal the horrific treatment that I experienced at the hands of Swiss Air is not the exception but rather part of a larger pattern of corporate abuse. I feel sorry for elderly or otherwise compromised passengers who may not have the stamina to fight for what’s rightfully theirs. I travel frequently in any given year and have never come across an airline such as yours and truly believe I would still be fighting for my money had I not gotten the Department of Transportation involved. I strongly suggest you go on TripAdvisor, read the Swiss Air reviews, and inform your CEO that your company needs some major restructuring and training.”

The customer service experience has been extremely disappointing. In May 2024, SWISS charged my credit card for a ticket that was never delivered. Additionally, I paid for the ticket using cash and points from my Miles & More account, and those points have never been refunded. Consequently, I had to purchase another ticket from Zurich to Paris. Despite numerous exchanges with customer service, the billed amount has still not been reimbursed.

I have been a loyal customer, frequently booking flights with SWISS to destinations such as China and the USA. However, due to this unresolved issue and the lack of response from Miles & More, I will be switching my business to Air France.

I travelled with Swiss air back in july 2024. We had a single layover, from london to geneva with an 8 hour layover in geneva and from there flew to zante airport. During our layover they did not manage to transfer our luggage to our destination. We filed a report and were left with little to no communication with the airline despite many efforts to track our luggage. Our luggage arrived on the last day of our holiday, causing us to buy all new clothes and necessities etc for the entire week. It has been a month since Our holiday and I have just been informed Swiss air will only reimburse us 50% of costs. This is absurd as this fault lies soley in the hands of the airline, I am appalled at this, as there is no reason I should not be reimbursed the full 100% of added costs I had to pay. I will never fly with swiss air again

I had flight from Zurich to Boston from Swiss airline on which I and my son (9 year old) were forcefully thrown out. The reason given was “Due to an aircraft change, following in a heavy overbooking situation, we have rebooked you to Boston (BOS) via Newark (EWR) with UA135 and UA2612. The flight will depart in Zurich (ZRH) at 1010LT, and you will arrive in Boston (BOS) 1803LT. If you have any questions regarding the rebooking, please contact any ground staff. Thank you for your understanding.
Best regards,SWISS”
I had a lot of discussion with Swiss airline but in vain. They forced me to take another flight with extra connection. There is a clear discrimination that I see with Swiss airline. If you are of the people with color avoid Swiss airline.
I knew Swiss airlines had issues but they have taken it to next level.

Swiss customer service is a waste of time. . One of our bags has been missing for 5 days. Last scan has bag checked on Mumbai airport. Presumably, it was never loaded in Zurich airport as it never arrived in Chicago ( flight Mumbai- Zurich -Chicago by Swiss). When we call the customer service, there is no clear answer. They have not been able to trace our bag and tracking system has zero update. Our last destination airline was United so luggage claim is with them. So far, neither airline has been helpful and only point fingers to each other. Would never fly with Swiss again.