Swiss International Air Lines Reviews 

We are a family of four (two adults and two children) who travelled with Swiss Air from Bangkok to Zurich and onwards to Copenhagen on July 10 (LX1278).

Our journey began with excellent service in Bangkok. We checked in two suitcases with an allowance of 23 kg each, both weighing only around 20 kg, well below the limit. We also specifically asked whether our three carry-on suitcases complied with Swiss Air’s baggage policy and were assured that everything was perfectly fine.

The experience in Zurich could not have been more different. Our connecting flight was already delayed when one of our carry-on bags was selected for weighing and measured 9.5 kg—just 1.5 kg over the limit.

Our tickets entitled our family to 4 carry-on bags (8 kg each) and 4 personal items (3 kg each). We were travelling with only 3 carry-on bags and 2 personal items, meaning we were well below our overall baggage allowance.

The employee (the only male employee at the gate) repeatedly insisted, saying, “You are going to have to pay for this,” and demanded that we pay an excess baggage fee before checking the bag in. When I explained that our family was still well within our total baggage allowance and that Swiss Air staff in Bangkok had confirmed our baggage complied with the rules, he was extremely rude, dismissive and completely unwilling to listen. He simply replied that it was “not his problem” and forced us to repack our luggage at the gate with two exhausted children.

I rarely leave negative reviews, but this employee’s behaviour was unacceptable. It was unnecessarily confrontational, humiliating. After this experience, we will not choose Swiss Air again.

Flight was delayed two hours, and then dealt with appalling bad customer service while getting onto the plane. Most of the people working for the airline were lovely, but one woman manning the scale at the London heathrow check in was utterly rude and treated us terrible, despite them being at fault for the delay.

They had one job: get the flight on time. In the end, 1.5 hour flight was 1.5 late, from Zürich no less where they have hundreds of planes. No advance notice, no compensation.

Swiss is a sad story. I have been travelling with Swiss for the last 50 years and gradually seen a first class airliner become more or less like Ryanair. This makes me sad but it is the truth!

Terrible new luggage direction for the company. Is SWISS becoming a cheap discounter now? I'm really disappointed as a regular customer of SWISS. I always used to travel with the same carry-on backpack, which has for the first time been charge 70 CHF extra at the gate. Even more terrible, I was asked to carry my electronic devices like my laptop by hand (having no more bag) in the plane with no further help. Other electronic devices like the power bank, extra memory, etc... stayed in the bag and therefore got checked in, which I thought was strictly forbidden in airplanes in case of device ignition ... Cheaper policies bring short time money but lose you long time customers. No more reason to not go for other discounters now, as service is similar. You just lost a customer, bravo.

Outstanding customer service from Swiss Airlines! After experiencing issues with my booking through another company, Swiss Airlines stepped in and took the initiative to help me. Their team was extremely professional, responsive, and supportive throughout the process.

They went above and beyond by creating a new reservation for me and making sure my travel plans were taken care of. I truly appreciate their kindness, efficiency, and willingness to help when I needed it most.

Thank you, Swiss Airlines, for providing such excellent customer service. I highly recommend you for your professionalism and dedication to your passengers.

Never again! SCAMMERS
I bought a flight ticket for business class and I discovered they scammed me. Is not difference between economy class and business class. Don’t get scammed! Don’t buy business class flight with Swiss.

Dear Swiss,
You've been my favourite airline for years, which is why today's experience came as such a disappointment.
At the gate, I was told to put my small bag inside my backpack. My backpack was then checked in a personal-item sizer, and I was told I would have to pay if I couldn’t close my backpack.
What has always set Swiss apart from low-cost airlines is the overall customer experience. Today, however, it felt like I was flying a budget carrier, where every extra item becomes an opportunity to charge passengers. That's exactly why I stopped flying EasyJet, and I never expected to have the same experience with Swiss.
What makes it even more confusing is that on my connecting Swiss flight from Zurich to Nice, with the exact same baggage allowance, no one said a word.
I hope Swiss doesn't move toward the same ultra-strict, fee-focused approach that has become common among low-cost airlines. Many of us choose Swiss because we expect something different.
Swiss, do better!

Absolutely disgraceful experience with Swiss International Air Lines.

I was forced to pay 70 CHF for my backpack even though it fit perfectly into the official baggage measuring frame provided by the airline. My bag clearly complied with the size requirements, yet the staff ignored the evidence and charged me anyway. It felt like a complete scam and an excuse to take more money from passengers.

The worst part was the customer service. The supervisor and the blonde check-in agent were rude, arrogant, and completely unprofessional. They showed no willingness to listen, explain, or treat me with even the most basic level of respect. Their attitude was unacceptable and made an already frustrating situation even worse.

I chose Swiss expecting professionalism and high-quality service. Instead, I was treated worse than I have ever been by a low-cost airline. Honestly, the experience felt like flying with Ryanair, except I had paid premium prices expecting a premium service.

I left the airport feeling cheated, humiliated, and extremely disappointed. I will never choose Swiss again, and I would strongly advise other travelers to be careful. If your bag fits their own measuring frame, you should not be charged. My experience suggests that the rules are not applied fairly or consistently.

This was, without question, one of the worst customer service experiences I have ever had.

I wish I could put zero stars. Do not book basic fair and check a bag, because it will cost you 70 CHF !!! terrible. Do not fly.

The worst customer service I have ever experienced.
The worst boarding of an aircraft I have ever experienced - it appeared like this was the first time Swiss had ever boarded people on a plane.
Absolutely disgusting. Staff at customer service have less than zero competence and no intention of actually reading what you email across. Robotic, useless and disrespectful.

I wish I can give -5*
No customer service contact details.
No help. No email. Agency trying to contact them but no response.
Pathetic after service.

Swiss takes poor customer service to a whole new level.

After having paid CHF 40 for my onboard earlier today but at the airport they had no record on my booking and charged me again, except this time they made it CHF 70 and forced me to check the bag in.

Every experience I have with this airline is a bad one.

Time to start flying with an airline that places at least some level of value on the customers who fine them.

Disappointed with Swiss Air. Flight took off from Zurich to Manchester 30/06/26, but then had to turn round and return to Zurich due to a problem with whatever clears ice from the wings. Ok, these things happen. Were kept well informed and given a meal voucher, then told we were to be flown to Munich, put up in a pre-booked hotel there, then flown to Manchester the following morning. So far, so good. Then thunderstorms hit the airport. We sat on the plane in the tarmac for I don't know how long, waiting for the thunderstorms to subside, granted we were given water and snacks, but were then told the flight wouldn't be leaving as they aren't allowed to take off after 23.30. We were then told to leave the plane and were then abandoned. We were told we could book a hotel room and any costs would be reimbursed by Swiss Air, however as other planes had been unable to take off, there were several hundred people all stuck at the airport with little chance of us all getting a room and nothing open. I realise that it was circumstances beyond the airlines control, but perhaps they need to work with the relevant authorities to ensure that some refreshments are available when people are forced to spend the night in an uncomfortable airport.

To make matters worse, when I got home, everything in my suitcase was wet, so I can only imagine luggage was left on the tarmac by baggage handlers during the thunderstorm.

Swiss senses first class on there a350 to Boston was perfect

🚨 One of the worst travel experiences I've ever had happened in Switzerland. 🇨🇭
I always believed Switzerland stood for efficiency, reliability, and world-class customer service. Sadly, my experience proved the exact opposite.
✈️ Our flight from Geneva was delayed because of bad weather. That's completely understandable—safety always comes first.
🌤️ Around 11:30 PM, the weather had cleared, we were invited to board, and everyone believed we were finally leaving.
❗We were already sitting on the aircraft when we were told that Zürich Airport refused to allow our plane (and several others) to depart because airport operations ended at midnight.
Yes , YOU READ RIGHT... we had to leave the aircraft and walk back into the terminal because apparently the clock mattered more than the passengers.
💥 And that's when the real nightmare started.
👥 Hundreds of passengers were left stranded with almost no information.
📢 SWISS told everyone to go to the Transfer Desk...
🚫 ...except ALL TRANSFER DESKS WERE ALREADY CLOSED.
🏨 We were then told to find and book our own hotel, because "all our hotels are booked."
🤷 No help finding another hotel.
🚕 No transportation.
🍽️ No food vouchers.
💬 No meaningful communication.
💸 They promised reimbursement of up to 150 CHF, even though anyone familiar with Zürich knows that finding a hotel near the airport at midnight for that price is nearly impossible.
⏳ Instead of trying to get passengers to their destinations on the earliest available flights—even with other airlines—we were simply rebooked almost 24 HOURS LATER.
❤️ The most heartbreaking part wasn't the delay.
It was watching the people around us.
👴 Elderly passengers confused and struggling because everything depended on digital apps.
👨‍👩‍👧 Families with exhausted, crying children.
😢 People missing important meetings, holidays, and family events.
All because, after the weather had improved, nobody was willing to keep airport operations running just a little longer to help hundreds of people get home.
⚠️ Weather is nobody's fault.
❌ The way passengers are treated afterward absolutely is.
This experience left me deeply disappointed—not because of the delay itself, but because of the complete lack of empathy, communication, and responsibility shown by both Zürich Airport and SWISS. Being in similar situations previously – in Germany, Belgium, Finland, Estonia – I never experienced anything even close to it!
I genuinely hope they rethink how they handle situations like this in the future.
✈️ Passengers don't expect miracles.
They expect honesty.
They expect help.
They expect humanity.
Unfortunately, on this occasion, they received none of those.
#SWISS #ZurichAirport #TravelFail #CustomerService #PassengerRights #TravelExperience #Aviation #Switzerland

I traveled between Stockholm, Arlanda, and Alicante with a cabin bag and a personal bag. At the stopover in Zurich I was asked to check in my cabin bag without a fee because the plane was full and there was not enough space in the luggage racks. I said I didn't want to because I was in a hurry to leave. The answer was that everyone does! So she assumed I was lying and didn't care and just walked away. Very rude, it didn't feel good to be indirectly called a liar by the staff.
No more Swiss Air for me.

I have been trying for six days to resolve an issue via their online chat. I canceled my first reservation within the first 24 hours due to misinformation from one of their agents on online chat. Refunds can take 10 - 15 days! I booked another reservation and have spent hours trying to resolve another issue.

Would Avoid. Flight Attendant allowed a passenger to cram bags into the hold and damaged my camera bag. I informed the crew but not interested. Meals: Ordered online pre flight but crew forgot the meal and brought the wrong one. Small points in the grand scheme, I appreciate flight safety is key and we landed without issue at our destination a bit late. Flight was from London to Zurich which we do regularly but don't use Swiss anymore, had a different airline and no problems.

Swiss Air Didn't deliver baggage to final destination, neither on flight out, nor on return. As writing this, they still haven't delivered upon returning home. The baggage contains vital items for health challenges, so I conclude that Swiss Air is practicing to be my nemesis. On flight out, connecting flight was Swiss Air itself, so how they manage to not deliver to final destination is beyond me.
Likewise on return flight, it was Swiss Air in both ends of transit. Because of a delayed First flight, they failed to deliver to transit to connecting flight to another company.
Passengers had to figure everything out for themselves, even though it was at Swiss Airs primary hub, Zurich Airport.
I have never experienced anything like this, the employ claimed that baggage transit was secured but upln arrival to CPH with the delayed flight, rescheduled to SAS, they had never received my baggage.
Now, how can an employee claim it was secured, while it was untrue, a complete fabrication.
Writing this, there's no news of my baggage with vital health items, and there's been no attempts from Swiss Air to contact me.
Their bot service has the capacity of a lobotomized cockroach, and their ability to make customers feel safe and in good hands is non-existent.
Swiss Air is on the podium of the worst performing airline service organizations in todays industry, and I can only hope they get rid of all thr incompentent managers and ceos, who obviously have absolutely zero idea of what they are doing, the simplest task of all, and Swiss Airs has got zero understanding on how to handle it. I take take this one all the way through to every level of what is possible. As this effort of mine runs off the stables, I can only recommend not to use Swiss Air, as they simply cannot be trusted, there you go, they have confirmed through their own actions and lack thereoff.