Swiss International Air Lines Reviews 

Is this one of the world's WORST airlines? At London we were made to check size-compliant cabin baggage even though there was ample remaining space in the overhead compartments. Then our return flight booking was wrongly moved by 3 days. Then at Geneva airport at the departure gate the most obnoxious 'supervisor' - threatening to kick people off the plane who he didn't like. Absolutely unbelievable. Fly ANYONE else instead...

Really bad service. Our baggage got delayed by several days and we received absolutely no help from the airline and haven’t gotten any response for the additional cost claim. Been over 21 days and have resorted to escalating the case to FOCA. Avoid this airline!

Very disappointing check-in experience in Rome.

The check-in area is extremely confusing and poorly organized. It is almost impossible to understand where to go for Baggage Drop-Off, Priority, or regular check-in, with unclear queues and insufficient guidance.

The result is a big, big mess: passengers moving between lines, no clear direction, and unnecessary waiting and frustration.

For an international airport like Rome, the entire check-in process needs much better organization, signage, and passenger management.

Extremely disappointing customer service from Swiss Airlines.

Swiss cancelled my original flight and rebooked me onto a flight the day before, requiring an overnight stay in Zurich. I never accepted this change, yet my booking was somehow marked as accepted, meaning I'm now being refused the refund I'm entitled to.

I've spent hours on the phone, completed the online forms exactly as instructed, sent follow-up emails, and still have no resolution. I've even been told my complaint may not be looked at until after my travel dates, despite needing a refund now to book alternative flights.

I'm travelling with my two children to visit family, and because of these delays I've now lost the opportunity to book the replacement flights I had found.

This has been one of the worst customer service experiences I've had. I simply want Swiss Airlines to correct their mistake and process my refund without any further delay.

This airline is very sub par . We flew business class. Although the seat folded down, it was far from business class. The food was awful! We didn’t eat going or coming home. The bag that they give you didn’t have the products listed on the card. It just had the very minimum, no face mask . Not worth the money!!

Took away my baggage saying my hand bag was too big and wouldn't fit , when it did as there was a lockable down that made the bag big they said my carry on was too heavy . Then I took stuff out and they still took the bag to the hold . Bag damaged , yet to see what they will do about it. Packed everyone in the tunnel took a long time to board very hot . They are supposed to stagger boarding . Rude attendant at gate when boarded many spaces in the hold late take off . Just awful easy jet much better

They wants to charge for everythings the seat are very expensive.

Delay and no info

For the past few years, swissair have been one of the best airlines for cheaper flights between Hong Kong and Europe. I'm mostly satisfied and continue to use them. Reliable enough and food on the long haul flights is usually ok. 2 negative things, twice my baggage missing the connection at Zurich, and no free seat choice.

Hey you ! Yes, you ! Wanna fly somewhere for a reasonable price, knowing you only need a small underseat bag for the trip ? Well I hope you read the small letter from Swiss, because they're basic tariff now doesn't include an UNDERSEAT BAG. Not even Easyjet has gone so greedy. And they will charge you 70 CHF at the gate for an UNDERSEAT BAG.

Very disappointing customer experience with Lufthansa/SWISS.

I fully understand airlines have baggage policies. The issue was never the existence of a rule, but the completely disproportionate and intimidating way it was applied.

I was charged €70 at the boarding gate for approximately 3 kg excess cabin baggage under explicit pressure and threat of denied boarding if I did not pay immediately. No reasonable alternatives or flexibility were offered.

The luggage had already passed previous checks without issue, and I was then forced to check in the bag despite operational concerns regarding timing and connections. Ironically, the flight ultimately continued with the same aircraft. Due to this forced check-in and a delayed flight, I only recovered my luggage close to 1 a.m.

What was most disappointing was not the charge itself, but the lack of empathy, proportionality and customer care shown throughout the situation.

As a frequent international traveller involved in institutional and professional activities, I found the experience unnecessarily stressful and far below the level expected from premium international airlines.

When it comes to customer service, awful is too good too describe Swissair and we haven’t even got on one of their aircraft yet
They hang up on you. Their reps keep giving you the runaround and passing you on from one know nothing to another know nothing.
Misinformation seems to be their specialty.
Their language is incomprehensible. It is hard to know what they mean. What does your case is closed from our side mean when one is not even aware of case they are referring to?
Their reps lack knowledge and their AI is so dumb that it can’t be called intelligence.

Although SWISS is the only profitable airline within the Lufthansa Group, this airline seems to have no sense of goodwill or customer care. During my last trip, the flights were repeatedly delayed, although always just below the European compensation threshold. Despite several written complaints, SWISS consistently refused to contribute to the additional costs incurred. In my opinion, this is not recommendable.

I would really like to express my gratitude to how swiss Airlines took care of me due to a late arrival of a flight from LHR on the 14/05/26.

1st class hotel & a late 20 CHF voucher added to my ticket because i missed out on the dinner voucher.

and a automatic rebooking!

thank you swiss, you turned a stress full situation into a good one... thankyou again

Shocking customer service they changed my flight to Lufthansa from Singapore and allocated seats that I didnt want, having paid for reserved seats on the SwissAir flight. I have emailed at least 10 times for a refund for the seats I had paid for but nothing has transpired. They are so bad

If I could give 0 stars, I would. Our flight was cancelled due to a snowstorm after we were already on board. We endured a 3-hour tarmac delay before the cancellation, then were rebooked for a flight 20 hours later.
Our luggage went missing, and airport staff had no answers—they hadn’t received any info from management. We finally found our bags around 1 a.m., but with no transport, no nearby family, and fully booked hotels, we had to sleep in a freezing airport coffee shop.
On our return, we were charged for a cancelled connecting flight and refused boarding until we paid. Swiss Airlines refused to provide any official documentation for insurance claims, despite repeated requests.
This was an emotionally exhausting experience: freezing, sleepless, long delays, and customer service with zero empathy or transparency. Truly disappointing.

Worst customer service experience ever. I work on a Hotline for a bank and not even I could expect the low level of service and interest for the customer on the phone it was below minimum for sure. My mother booked a flight from ZRH to AGP and had a regular purchased ticket no standby no nothing. Upon Online check-in so 24 hours before the flight the ticket stated "WL" which stands for "Waitlist". My mother called 5 different numbers and was passed on numerous times costing her about 3 hours where every employee stated the same thing, she had to go to the airport to solve the issue. My mother is 65 years old and lives one hour away from the airport. For her that is not as easy as some may think plus it is an error on Swiss's behalf so it should be them who attempt to solve the issue and assist. Unbelievable. I used to work for an airline within the Lufthansa Group myself and I am ashamed to see today's standards from these airlines. Even Easyjet and co. meanwhile offer better customer service.

Pricing Inconsistency and Unfair Treatment.
• The Issue: During a request to change a Business Class flight from Zurich–Larnaca to Zurich–London, I was quoted a change fee/fare difference of over €1,200 per person by your agent.
• The Discrepancy: Simultaneously, the exact same flights were available for new purchase on your official app for only €600 per person.
• The Impact: Not only did the airline refuse to provide a fair credit for my original Business Class fare, but the attempt to charge double the fare rate felt predatory rather than helpful.
• Resolution Demanded: As a frequent business traveler, I find this lack of transparency unacceptable. I am requesting a formal review of this interaction and a fair reconciliation of the fare difference. I am also escalating this matter to Lufthansa Group management.

I was unable to board my flight due to a malfunction in their screen system. I have sent numerous emails, but they have not identified the issue after more than two years (absolutely ridiculous). Additionally, they have not responded to my emails regarding refunds and compensation for the past 6 months; they just disappear. Absolutely appalling customer service! Their customers are genuinely unimportant to them. I will never recommend this company to anyone, and I will certainly not be flying with them again. THE WORST COMPANY EVER, THE WORST CUSTOMER SERVICE IN HISTORY!!!!!!

Had a very bad experience with some of the staff who worked at gate E57 with flight LX 282 to Johannesburg. I felt discriminated and a racial decision was made just because of my colour. It was a terrible experience. Staff must be trained to treat people equally and with respect.