Swiss International Air Lines Reviews 2,883

Small seats. They punish you if the one next to you is free by not letting you lift the arm rest above 50 degrees. I sometimes have to fly with them but I don’t like it. It’s just weird how they punish you for taking up space. And I am small!

Flew Business Class with Swiss Zurich to London, I realise Biz class is not essential but thought I'd treat to a bit of extra comfort and overhead bin space for my camera gear but Swiss cabin crew allowed an economy passenger to cram a huge case in the Biz class bin which squashed my camera bag. During the flight cabin crew forgot my pre booked lunch. No apology from cabin crew or follow up when I sent a complaint through Swiss official website. I understand flight safety is paramount and the Zurich to London flight was smooth in that regard. It's a pity about Swiss poor on board service. We fly this route often but will use a different airline.

stealing your personal items from your delayed baggage. In addition, they do not care about the delivery of your delayed baggage due to their caused issues. I have attached my dialy tries to contact them. After several days of delays, finally they sent me an email to go again to the destination airport to collect my baggage even though that they were supposed to deliver my baggage to the hotel. Do not forget that it was almost at the end of my travel so it was even useless to get the baggage. When I got my baggage a bigger surprised was waiting for me, they have opped my baggage and stolen my valuable personal items such perfume (see attached photos). I highly recommend to stay far from Swiss airlines.

My baggage claim was approved months ago — we agreed on the compensation amount, I provided all required details, and the airline stated the refund would be processed within 30 days. It has now been 8 months, and despite sending countless follow-up emails, I still have no refund and no response. Completely unacceptable customer service.

Booked a flight. Had to change it with advance. Could not do it online anywhere. Had to call - double the amount to rebook one leg. WHHAA#t?!? Plus limited options because you cant rebook with any partners, though you can book a new flight with partners. Just God awful AI agents everywhere this airline deserves to go out of business and the CEO tarred and feathered.

One of the worst flight carriers. Airplanes are quite packed and one doesn't even have enough space to move the hands for grabbing something from the tray in front of to move the legs. Unreal. Prisoners receive a better treatment.

Horrible, horrible service. In 63 years of flying, no airline has treated me more poorly than Swiss. Not even the blue colored Irish one.

Insisted my flight was confirmed despite Montego Bay getting flattened by hurricane Melissa. The airport was locked shut. The Jamaican minister of transport announced they would re-open the airport for disaster relief on my flight date but would wait for a later date to re-open restart commercial flights.

Sent me an email after I already flew to the departure airport and booked into an airport hotel there. Flight was departing in 11 hours.

Next day, I flew home and they marked my booking as a no-show. Under EU law, all flight segments on a single NPR must be refunded. They know better but tried to get away with not refunding one segment because I didn't show up - why would I? Nasty.

Kicked and screamed about refunding the ticket. I spent 3 hours on the phone with Expedia who spoke with them while I stayed on the line.

Don't do business with these scum.

Honestly, this company needs to be investigated for false advertising and highway robbery. I had a round-trip flight booked with them and unfortunately my passport was stolen so I had to change my flights. Of course they had to charge me to do that. The original ticket was already $785 so when I changed the flight, I paid a few hundred extra dollars to make sure that my ticket was changeable without a fee only subject to the price difference between the flights since I did not know when I would be receiving my passport and flying again. When I called to change my flight because again my passport had not arrived they were quoting me $200-$300 as a ticket difference when I’ve already paid more than that for my current ticket. I asked them to explain and the first agent I spoke with explained that it had nothing to do with the ticket price and everything to do with fair class. Then it was escalated to a manager, and the manager told me that everything he said was not true and no matter what it was $300 for me to change my ticket even though I already paid for a ticket that was supposedly free to change. I went on their website and I could buy a brand new ticket for the same flight for literally less money than he was telling me it was going to cost to change my flight. Explain to me how they are legally allowed to advertise that you’re paying for a changeable ticket only subject to fare difference when they completely make up what they’re charging you when you go to change it and won’t explain any of it. I told him I could buy a brand new ticket for cheaper than the price you’re telling me right now for the same ticket and he just said he didn’t make the rules. That’s just what it was. He would not explain to me where these numbers came from what the flight difference cost was he said that didn’t matter absolute complete BS. They should be investigated.

I have never written a review before. I always think mistakes happen, no-one is perfect etc. However this lot are in a different catagory to just unfortunate circumstances. Flew from Toronto - Zurich Fri into Sat. Connection to UK was only 40 minutes but as it was also Swiss Air I figured it must be possible. Asked as I got off the plane how long to the connecting gate. One of the staff knew it well, described it. I said we won't make it. They chirped up ' you will, we landed on time'. We hadn't as I found out later and we had 5 minutes to cover a foot and train journey of what I then found out was 15 minutes with an extra baggage check on the gates. Swiss Air gate staff there didn't care. We were told by one lot they were training and another to go to Transit desk A. Told vage directions, not told of any Swiss Air contact. Transit desk was 20 deep in a queue however the desk person was great. It was there I found out the Toronto flight was late landing and that others from a Swiss Air Montreal flight had had the same thing happen. Ended up with an 8 hour wait until another flight to our destination.
The point isn't that a delay happened, they do even with the best of airlines. It is that the staff on the Toronto flight knew we wouldn't make it and flat lied about being on time. They sent us to rush so they didn't have to deal.
The gate staff, especially the specific gate of the connecting flight just brushed us off. No contact from Swiss Air as we sat in Zurich all day. I'm going to be travelling to Canada every year for a long time now, I'll never use them again.

Horrible planning of connecting flights. My flight to Vienna lands at 12:20, the doors open at 12:30, and my layover boarding to Sarajevo has already started at 12:15.

This happened not once but twice.

I won’t even get into their questionable marketing practices where they upsell you at every possible opportunity.

I missed my outbound flight, managed to find another way to my destination then expected to be able to take my return flight but Swiss air had already sold the seat on my return flight to somebody else, even worse they told me I needed to buy a new ticket!

Never buying anything from Swiss air again that’s for sure.

This is the first time I have ever written a Trustpilot review. I am generally patient enough to overlook minor incompetence or slight delays.

However, dealing with Swiss has been nothing but astonishingly miserable in every sense imaginable. All I require is a receipt of cancellation for insurance purposes. I have tried every avenue (horrendous chat bots, customer phone agents, emails that flutter into the dark chasm of nothingness that is Swiss ‘help’).

Please do yourself a favour and avoid at all costs.

Dear Swiss Team,
XS2NM7
I am a frequent flyer and a Gold Member, but this particular booking has been extremely disappointing.
I specifically booked seats 6E and 6F, and Swiss has charged me three times for the same seat reservation (see attached photo). To make matters worse, I have just received my boarding pass showing seat 26, which is not the seat I paid for.

In addition, I have a pet traveling in the cabin, for which I have also already paid the corresponding fee.
This situation is completely unacceptable. After four phone calls and around one hour on hold, I was told that nothing could be done and that I should use the contact form instead. That is not the level of service expected from Swiss, especially towards premium customers.
Swiss is failing on all fronts here — duplicate billing, seat allocation errors, and a lack of customer care. I will not let this matter rest and will pursue it through every available channel if it is not resolved promptly.
I therefore urge you to provide immediate feedback and clarification on this issue.
My flight is tomorrow at 16:00 from Málaga to Zurich, and I expect a resolution before departure.

Total bad service Case no. 2510-LX-07546, we had to wait 5 hours in Hamburg (We are from Denmark so 2 1/2 hour drive home) for our luggage when it didn't come from Zurich 6 pieces. So we were told they could deliver it in between 4-20 days, or we could go out and get some dinner and parking again at the airport. price 162 euros. because we had to wait. Now I have sent in receipts and they won't cover it. Because they now say it was never said even though we are 6 adults who heard it!

Payments on their website do not work; I was charged but booking never confirmed. Customer service does not have a UK based phone number (only a US one that says it will charge international fees). You cannot speak to anyone on the phone to make a complaint or discuss issues.

Clearly they rely on travel agents for their bookings and do not want to invest any money on their own purchase journey/processes.

To fly with them is actually very nice. But do not book through their website; use a travel agent that has a customer service team that will actually help you.

I am so sad that I have to write this review about my own country’s airline. Customer service is bad, and they cancel flights out of nowhere! I really want to be loyal to Swiss but in 40 years of traveling with other airlines I’ve never had such a problem

If you book business class you can't even choose your seat, what lousy service

Zero stars, the worst, absolute scammers. I wish I'd known to avoid this airline.

First time EVER I fly with my 13 year old one, and what does Swiss Air do… it puts our seats apart despite half of the seat being free just to charge me as a parent extra 16 CHF per seat reservation. This is ridiculous…

I had a confirmed ticket (Lisbon–Zurich, Sept 10, 2025 – flight operated by SWISS) purchased through LATAM, clearly showing SWISS as the operating carrier. When I checked my booking closer to the date, I discovered the SWISS segment simply did not exist in their system — no notification, no explanation.

This forced me to completely rearrange my travel plans, leave a day earlier, spend extra money on accommodation, and deal with unnecessary stress after months of planning. Despite submitting all documentation proving the confirmed flight and the resulting expenses, SWISS has refused any responsibility.

For an airline that promotes reliability and service, this was a shocking level of disorganization and lack of accountability. I expected much more professionalism from SWISS.