I totally get airlines are in a tough spot, and are trying to get their hands on as much cash as possible. However, lots of individuals are also in a tough spot right now, and aren’t in a position to provide airlines with a loan.
That’s why I think SWISS deserves some shaming for how they’re handling the current situation for those on canceled flights.
In this post:
SWISS not refunding any tickets right now
Per SWISS’ refunds page, the airline is “unable” to process any refunds through any channels at the moment. Here’s how the policy is described:
We are currently unable to process any kind of refund on any channel. Please be aware that our focus is currently on handling urgent requests (i.e. rebooking & cancellations). You do not need to take any immediate action and consider our special rebooking policies due to corona outbreak.
I can totally understand that they’re overwhelmed at the moment, but if a passenger is calling for a flight in a few days and needs to cancel, they can’t start the refund process at that point?
This sure seems to me more like a policy intended to keep peoples’ money, rather than a policy due to overwhelming demand.
SWISS’ policy doesn’t even reference the option of a refund
With SWISS having canceled a large majority of their flights, a lot of people are in a position where they’d no doubt like a ticket refund. However, when you go to their dedicated SWISS page about coronavirus rebookings, you’ll notice that there’s conveniently no mention of an option to receive a refund, even if your flight is canceled.
The company is encouraging people to maintain their ticket values, and is offering a CHF/EUR/USD 50 discount when you rebook at a later date.
Even in the FAQs about rebookings and refunds, there’s no reference whatsoever to a refund:
I don’t need to fly anymore, what to do?
You don’t need to take any immediate action. With new flexible rebooking options you can make new travel plans at a later date and contact us anytime before August, 31 2020. For such rebooking we offer an additional CHF/EUR/USD 50 discount.How to cancel my booking?
In the current corona situation there is no need for you to cancel your booking. You will also not lose any value of your ticket due to the current special rebooking conditions.What happens with my ticket if I don’t take my flight?
For tickets booked by March, 31 2020 with travel date up to December, 31 2020 the value of your ticket will remain valid even in case you don’t take your flight. In addition you can rebook once to another route within the Lufthansa Group airline’s network without a change fee. In case the new fare is above your existing ticket price you will even receive a CHF/EUR/USD 50 discount.
In all those FAQs, they don’t think they should even once mention that passengers are legally entitled to a cash refund if their flight was canceled?
SWISS legally needs to provide refunds
While United Airlines is also playing games with refunds, the reality is that there are no government regulations requiring them to provide refunds under most circumstances. The same isn’t true in Europe, as SWISS is subjected to EC261.
This requires the airline to give customers the option of a full refund in the event that a flight is canceled.
While customers are legally entitled to that, as you can see based on the above, they’re doing everything in their power to avoid it — they are “currently” unable to process any refunds, and make no mention of the option on their cancelation and rebooking page. Yet they acknowledge it on Twitter, just noting it’s not the “focus.”
Hello, passengers are still entitled to their refund. However, please be aware that our focus is currently on handling urgent requests (i.e. rebooking & cancellations). Regards, Jertie
— Swiss Intl Air Lines (@FlySWISS) March 21, 2020
Bottom line
Obviously airlines are in a tough spot, and I totally get that. But many consumers are also in a tough spot, with airlines unwilling to refund them. Those on canceled SWISS flights are legally entitled to a refund, even if the airline is trying to do just about everything in their power to act as if that’s not an option.
See this post for tips on how to cancel flights during the coronavirus pandemic.
(Tip of the hat to @montezume)
Can anybody help me because Im trying to get my money back for my hotel i had to book due to cancellation. Im a student i dont esrn any money how dont i get ripped off.
Swiss has not refunded 3 tickets canceled within 24 hours. I booked a flight November 12 and canceled November 13 , 2022 .
As of January 17, 2023, Swiss closed and archived the refund request as per customer service and claims tickets are not refundable. They do not obey the 24 hour cancellation rule in this case. Tickets bought directly from Swiss and more than 7 days before departure from a USA airport are...
Swiss has not refunded 3 tickets canceled within 24 hours. I booked a flight November 12 and canceled November 13 , 2022 .
As of January 17, 2023, Swiss closed and archived the refund request as per customer service and claims tickets are not refundable. They do not obey the 24 hour cancellation rule in this case. Tickets bought directly from Swiss and more than 7 days before departure from a USA airport are subject to full refund if canceled within 24 hours. Swiss customer service tells you different stories that never materialize like you will get the refund or You will not get it because you canceled after 24 hours etc.
I advise you not to book on Swiss.com and expect a 24 hour refund if you cancel. I lost more than $5000 in tickets. I have all the documentation showing this.
I booked two premium economy flights from lax to zurich, then I cancelled since the trip plan changed. I called them to ask for refund for hundreds of times, no one answers my phone! then they finally replied me on social media and I rebooked for December this year! however then they sent me an email telling me their schedule changed offering me the option to cancel and rebook. when I did that, I reached...
I booked two premium economy flights from lax to zurich, then I cancelled since the trip plan changed. I called them to ask for refund for hundreds of times, no one answers my phone! then they finally replied me on social media and I rebooked for December this year! however then they sent me an email telling me their schedule changed offering me the option to cancel and rebook. when I did that, I reached out to them, they lied to me that they have already refunded which is not true and refused to book my flight. I wasted $3000+. Swiss airlines has the worst customer service and the worst refund/ cancellation policy! I need an explanation. so they just charged me $3000 without even flying them. I would suggest everyone who plans to book on their website to be extremely cautious because of the horrible refund/change policy!!!
I booked a flight on Swiss for our party of 4. Then I upgraded all four tickets to premium economy. Swiss then preceded to change the flight twice. The new plane doesn't have premium economy so I called for a refund. Sounds reasonable right? No they won't refund my money until after I take the flight. They offered to refund this segment of the flight but then I wouldn't be going to Italy and only...
I booked a flight on Swiss for our party of 4. Then I upgraded all four tickets to premium economy. Swiss then preceded to change the flight twice. The new plane doesn't have premium economy so I called for a refund. Sounds reasonable right? No they won't refund my money until after I take the flight. They offered to refund this segment of the flight but then I wouldn't be going to Italy and only have tickets for the flight back. I was afraid to ask fira refund because it could take several months to obtain my money. I don't have enough money to book another flight and hope and pray I get my refund. How can Swiss take my money almost immediately but not refund my money for months. To add more insult Swiss assigned us seats by the toilets.
Booked a flight with Swiss which I had to change due to a family member showing COVID signs. I paid a markup to change the flight and hoped it would be fine to fly on the new date. Time came for the new flight and the second COVID wave kicked in and Swiss ended up cancelling the flights offering to change the date. When I phoned to get a new date I was told I...
Booked a flight with Swiss which I had to change due to a family member showing COVID signs. I paid a markup to change the flight and hoped it would be fine to fly on the new date. Time came for the new flight and the second COVID wave kicked in and Swiss ended up cancelling the flights offering to change the date. When I phoned to get a new date I was told I was entitled to a full refund, so I took that option instead. Almost 9 months later and after numerous follow ups I finally hear back from SWISS with a message claiming they are now refusing to give me a refund (over £2000) because I had changed the date of the flight originally.
I booked a ticket with Swiss in Feb 2022. I canceled the reservation less than 24 hours after making the booking. Their policy is that any reservation canceled within 24 hours of booking is fully refundable as long as the flight departs more than 7 days after the booking. All conditions I met. It's been 2 months and countless long calls (during which agents acknowledged I was due a full refund) and I still haven't...
I booked a ticket with Swiss in Feb 2022. I canceled the reservation less than 24 hours after making the booking. Their policy is that any reservation canceled within 24 hours of booking is fully refundable as long as the flight departs more than 7 days after the booking. All conditions I met. It's been 2 months and countless long calls (during which agents acknowledged I was due a full refund) and I still haven't gotten my money back. Swiss is okay unless something goes wrong and you need to deal with a human. Then you are sh*t out of luck.
I bought a ticket with Swiss a few weeks ago from London to Sydney. They just changed the first leg of the flight from 18:00 to 06:00, so I now have 12 hours longer on the trip, plus £50 for a taxi to the airport in the middle of the night. Is this a bait-and-switch? They advertise a good flight and then change it once they have your money..
they've been unable to refund people even before covid. I had a trip that I had to cancel several months before the flight was scheduled to fly and they could have very easily filled the spot up. But instead they did not even entertain a partial refund. My non-used tickets ended up costing 2 thousand dollars. They really need to be competed out of business, probably the most greed unethical airline out there. I fly...
they've been unable to refund people even before covid. I had a trip that I had to cancel several months before the flight was scheduled to fly and they could have very easily filled the spot up. But instead they did not even entertain a partial refund. My non-used tickets ended up costing 2 thousand dollars. They really need to be competed out of business, probably the most greed unethical airline out there. I fly with many airlines, southwestern, delta, etc...every single single other airline is just superior.
In December 2021 I have booked a flight from Geneva to Dusseldorf at the time to fly to Germany I was not required to have a test 24 hours before. Then rules changed that I had to have a 24 hours before test. Since my flight was early Monday morning there was no way I could have a test on Sunday. So I was not able to fly. Do you think they may refund my...
In December 2021 I have booked a flight from Geneva to Dusseldorf at the time to fly to Germany I was not required to have a test 24 hours before. Then rules changed that I had to have a 24 hours before test. Since my flight was early Monday morning there was no way I could have a test on Sunday. So I was not able to fly. Do you think they may refund my money or give me a credit for future flight. It sounds like with the comments I am pushing my luck. My recommendation is never fly to Europe till Covid is over. ps when we were in Geneva airport their check in stations did not function.
I live in the United States and I am so glad to be an American. No airlines in the US will ever treat you as Swiss air has done to me by holding on to my refund since September 2021. Still, they are unable to tell me when to reimburse me.
This is a shame for Swiss air and I will NEVER book another flight with them ever again.
As a matter of fact, I have to start a campaign to warn others to avoid this airline.
Hi, I had a few impossible or nearly impossible schedule changes similar to fran's. Once, in the proposed schedule, the connecting flight was departing one day before the first flight... By re-booking these impossible connecting flights, I lost my free re-bookings that Swiss gave me when I initially bought my tickets.
As they continue rescheduling my connecting flights with some minor time changes (<2h), I end up with very inconvenient flights and, if I...
Hi, I had a few impossible or nearly impossible schedule changes similar to fran's. Once, in the proposed schedule, the connecting flight was departing one day before the first flight... By re-booking these impossible connecting flights, I lost my free re-bookings that Swiss gave me when I initially bought my tickets.
As they continue rescheduling my connecting flights with some minor time changes (<2h), I end up with very inconvenient flights and, if I want to rebook them, the fares I find on the SWISS website are not the same as they offer me over the phone or Facebook. On my question why their price is higher than the price for the same ticket that I find online, I receive this answer: "Hi Elena, the price displayed on the SWISS website is a discounted special fare for a new ticket and re-booking fare and tax difference, is according to the availability of the system. Kind regards,..."
We were due to fly Swiss in late March. Swiss cancelled one leg about a week beforehand, meaning we were entitled to a full refund. This was “approved” and put into the refund queue. However, no comms from Swiss and no timeframe for the refund. I called every 6 weeks or so, same story - yes, you are entitled to a refund but we can’t say when. Last spoke to them about 3 weeks ago...
We were due to fly Swiss in late March. Swiss cancelled one leg about a week beforehand, meaning we were entitled to a full refund. This was “approved” and put into the refund queue. However, no comms from Swiss and no timeframe for the refund. I called every 6 weeks or so, same story - yes, you are entitled to a refund but we can’t say when. Last spoke to them about 3 weeks ago when I was told that the refund process had been put on hold (not clear why or for how long) but they were now processing again. Today I have received an email saying they have refunded my money and I will be credited “shortly”. Let’s see.
Here’s what I’ve learnt:
1. If you qualify for a refund, don’t give up or take the voucher bait. Airlines are making it hard because they are struggling with cash flow and resources.
2. Airlines try to lure you into rescheduling your trip or accepting vouchers ahead of time. This limits their refund responsibilities when they eventually have to cancel the flight. It’s a game of chicken, but don’t blink first. If your trip doesn’t get cancelled, you should still be able to take up the reschedule/voucher options (on offer for the period) one or two days before departure.
3. Other airlines are doing it better than Lufthansa group. I had two other trips with BA. Both tried to offer vouchers, then both were subsequently cancelled by the airline. First trip (May) took 2 weeks to receive refund (and Ticketmaster-style patience to get through to Customer Service) and the second one in June took 1 week.
4. Vote with your feet. Sadly, I won’t be booking Swiss again, having previously been a strong advocate, especially for winter travel.
Hi,
How's this for sneaky: in june i received an e-mail from Swiss, proposing me a 'schedule change' for my trip fro Brussels to Palermo in October (!), with connection in Zurich. In the proposed schedule, the second flight (Zurich to Palermo) left an hour earlier, making the connection time... 10 minutes!!! I e-mailed them and they confirmed that this connection was indeed impossible. So the proposed 'schedule change' is IMPOSSIBLE. They didn't offer any...
Hi,
How's this for sneaky: in june i received an e-mail from Swiss, proposing me a 'schedule change' for my trip fro Brussels to Palermo in October (!), with connection in Zurich. In the proposed schedule, the second flight (Zurich to Palermo) left an hour earlier, making the connection time... 10 minutes!!! I e-mailed them and they confirmed that this connection was indeed impossible. So the proposed 'schedule change' is IMPOSSIBLE. They didn't offer any other itineraries.
In the e-mail, they asked me if i agree to this change or not. As it is impossible, i chose not to accept the change. I got directed to a url that said that my flights would be deleted from my itinerary, but my booking code would remain valid for future flights. I checked if I could move the trip for a day or two, but there were no flights available with Swiss. Since we already booked a four day boat trip on Sicily, I chose to book with Ryanair instead - after reading this article and being sure that Swiss was obligated to refund anyway.
For a month, service centre asked not to call because they were flooded with requests, so i waited patiently to ask for the refund. I called today and they said a refund is not possible, because it doesn't consist of a 'cancellation' but of a 'schedule change'. And if the flight is not cancelled, they can't offer a refund.
I checked for law on schedule change. Airlines are obliged to provide refund in case of 'cancellation' or 'significant schedule change' (e.g. departure or arrival over 6 hours earlier or later). They are not obliged to offer refunds with 'minor schedule change'. I presume they use this last one as a loophole. The schedule change is minor (only on hour). But it renders the schedule impossible! So I see this as a cancellation. In any case, if the schedule renders your itinerary impossible, i would for sure deem it 'significant'!
They probably do this just to be able to postpone refund (i hope), but it still outrages me. If offering rebooking while hiding refund options is sneaky, this is way beyond.
Hi, i think you are incorrect re 120 days. I was in a similar situation and Amex were brilliant. I booked flights 12 months in advance and I had a successful claim. Try Amex again. Good luck.
I am probably going to be lambasted for this but back in October 2019, I purchased a travel package through Bravofly for travel in April 2020. Using Bravofly was a huge mistake. Swiss subsequently cancelled all flights and refuses to work with me whatsoever because I used a "travel agent". Bravofly is not reachable and not responding to any sort of communication. Forget calling any of Bravofly's numbers, either they are out of service or...
I am probably going to be lambasted for this but back in October 2019, I purchased a travel package through Bravofly for travel in April 2020. Using Bravofly was a huge mistake. Swiss subsequently cancelled all flights and refuses to work with me whatsoever because I used a "travel agent". Bravofly is not reachable and not responding to any sort of communication. Forget calling any of Bravofly's numbers, either they are out of service or just ring and/or disconnect. I used AMEX to pay for my flights but now I believe it's too late to try to process a chargeback. Generally, AMEX only allows 120 days from the date of purchase to process chargebacks. Expensive error on my part. I will 99.9% only book directly through the airline in the future.
If an airline cancels a flight in Europe (EU including Switerland, Norway, UK) you are entitled to a full refund. Just DO NOT ACCEPT a voucher as this then waives your rights to a refund.
I have been patient with Swiss since they cancelled my flight on 11th May.
I waited until beginning of June to contact them but no refund possible.
Again mid June now I could apply for a refund
...
If an airline cancels a flight in Europe (EU including Switerland, Norway, UK) you are entitled to a full refund. Just DO NOT ACCEPT a voucher as this then waives your rights to a refund.
I have been patient with Swiss since they cancelled my flight on 11th May.
I waited until beginning of June to contact them but no refund possible.
Again mid June now I could apply for a refund
Mid July still no refund and I am told it could be 2-3 months.
I have therefore applied to my bank for a chargeback. I mean I get the position they are in but they are rude and unfair. Let me use the value however I want and if its not used within 6-12 months REFUND WHATEVER IS LEFT. If you cant do that I want all my money back now.
The bank will credit the money back quickly and it will be up to Swiss to prove I wasnt entitled to a refund
I received an email in June saying that my flight from YVR to ZHR was moved to a later date (they changed the flight details by a day). They gave me the option to « agree » to the trip change or choose a second option: « I will use my ticket at a later time ». My mum lives in Switzerland, so I was fine with clicking on that second button. This took me to a link...
I received an email in June saying that my flight from YVR to ZHR was moved to a later date (they changed the flight details by a day). They gave me the option to « agree » to the trip change or choose a second option: « I will use my ticket at a later time ». My mum lives in Switzerland, so I was fine with clicking on that second button. This took me to a link which said that they will remove all flights from my itinerary and that my ticket and booking code would remain valid. I cried because I don’t get to go visit my family, but was relieved that Swiss made it easy for me and allowed me to postpone my ticket. Fast forward to July, the day of my supposed flight. The cancelation request had in fact not been noted, and had I not received a « check in » invitation on my outlook, i would have just missed my flight. Would that have been reimbursed Then?
Also - when I clicked on the original link that said my flight was canceled, the message clearly said « For a new travel date for 2021 or if you have purchased your ticket after may 15,2020, please contact us by January 31, 2021 and let us know your flight request ». Now, the Swiss agent I spoke to said I had to call by August 31, 2020. So which is it?
Back in April there were REFUNDS options on Swiss Airlines, then a couple of weeks later it was gone only the option to move trip. Well I had to cancel it because I cannot go after my vacation days due to work schedule. Was told that I would get a refund but that it would take some time. However they refused to send an email confirming a refund would be issued. So what proof do...
Back in April there were REFUNDS options on Swiss Airlines, then a couple of weeks later it was gone only the option to move trip. Well I had to cancel it because I cannot go after my vacation days due to work schedule. Was told that I would get a refund but that it would take some time. However they refused to send an email confirming a refund would be issued. So what proof do I have that a refund will be issued?
It’s been 3 months with countless calls and emails all with the same response. As for contacting Department of Transportation from what I have been reading by other travelers they are not helpful.
I understand they are busy but don’t they think we need our money and pay the credit card for that trip? I was sympathetic at the beginning but like someone said here AIRLINES ARE PLAYING TRICKS ON US.
I loved flying with SWISS and recommend it to my friends but after this experience I will not be flying with SWISS, that’s 5 passengers they lost.
Swiss.com (Swiss airlines doesn't exist anymore sonce they were bankrupt and have been bought by bigger assholes (Lufthansa, wich could be called Luftballon aka hot air assholes).
Flying with Swiss is better than pathetic garbage cattle transporters like ryanair, virgin, iberia and klm, BUT, appart from a free piece of chocolate on board and Swiss politeness (Swiss people would murder you but always with a smile and a kind word), the company's attitude sucks. They...
Swiss.com (Swiss airlines doesn't exist anymore sonce they were bankrupt and have been bought by bigger assholes (Lufthansa, wich could be called Luftballon aka hot air assholes).
Flying with Swiss is better than pathetic garbage cattle transporters like ryanair, virgin, iberia and klm, BUT, appart from a free piece of chocolate on board and Swiss politeness (Swiss people would murder you but always with a smile and a kind word), the company's attitude sucks. They belng to lufthansa who are super expensive big corporate assholes, it might explains everything.
Now, to book on swiss.com, you need to fill some sort of captcha challenge because (from nazis google of course) they pretend that your browser activity is 'suspicious'.
Of course, it's not the case, it's just another trick to have your data sold to fascists like google.
So, please Swiss.com, you've lost yet a set of 5 customers. We will be there watching when you get bankrupt if you still demand to your few clients left to fill a captcha juts to check flights on your crap website.
I noticed that the refund option is available again on the Swiss website. I had a cancelled flights and I already filled for refund (it was on 16/June). No feedback from Swiss up to know, just waiting to see what will happen. Swiss customer service is terrible, there is no link to check the status of the application.
Did anyone get a refund by directly contacting Swiss?
I have been told by an afent that they are processing refunds for April now.
I had a cancelled flight from Boston to Zurich on the 31st of May.
Update from my post on April 26th. Thanks to the advice from the one mile at a time friends I got my money back. On my credit card online I couldn’t contest the charge so I called and even though I did the charge in August of last year they can still fight it since the services were not provided. And I just got word that my case is finalled and a full refund of both tickets totaling just over 10k. So I am very relieved and thanks for all the advice.
The latest scumbaggery from this disgusting company:
- they're still taking bookings for flights which they know are probably not going to fly;
- they're then removing those flights from the schedules, though apparently not 'cancelling' them.
- they're not informing passengers on cancelled flights a minimum two weeks before the flight was due, as they're legally obliged to.
In the case of the above happening to you, you might be entitled...
The latest scumbaggery from this disgusting company:
- they're still taking bookings for flights which they know are probably not going to fly;
- they're then removing those flights from the schedules, though apparently not 'cancelling' them.
- they're not informing passengers on cancelled flights a minimum two weeks before the flight was due, as they're legally obliged to.
In the case of the above happening to you, you might be entitled to euro 600 in compensation though, as with getting any refund from them, you'll likely be whistling 'til infinity before you actually see it.
The bottom line seems to be that if you book or re-book any flights with Swiss, expect not to actually fly and not to see your money again for a very long time, if ever. It looks a lot like they're basically just trying to scam as much money as possible through fictional flights in order to stave off bankruptcy - and I would recommend always demanding a refund for cancelled flights (rather than their sneaky 're-bookings') and thus having a claim as a creditor to the company in case bankruptcy happens.
In my own case, I was advised to file a 'Section 75 claim' (in the UK) through my credit card company, as this would be quicker and cheaper than using the County Court Money Claim system. Having done so, I'm told it'll take 6-8 weeks to resolve. So I now wish I had filed a County Court claim in the first place, and slapped a decent amount of legal charges and interest on top of the refund.
I too am awaiting a refund from Swiss for can elles flights at the beginning of April. Initially I was told I would be refunded in1-2 months. I was unhappy so raised a formal complaint with Swiss who just brushed me off saying be patient and understanding. I the wrote to the CEO and got a response telling me I would get a refund but not yet and they would not be entering into any...
I too am awaiting a refund from Swiss for can elles flights at the beginning of April. Initially I was told I would be refunded in1-2 months. I was unhappy so raised a formal complaint with Swiss who just brushed me off saying be patient and understanding. I the wrote to the CEO and got a response telling me I would get a refund but not yet and they would not be entering into any further correspondence with me. I have initiated a chargeback request with my bank but will not hear until 4 July whether I have been successful. I have also lodged a request for arbitration with SÖP who arbitrate in disputes involving travel companies registered with them. Swiss is registered with them. That can take up to 3 months. Not sure there is much else I can do except never fly Swiss again!
I would to like to Clear something out here there are People ranting about Swiss and Switzerland. The Swiss Airline is Owed my Lufthansa since 2008 and they are owed by Germany not Switzerland.
I was told about 7 weeks ago my refund would take about 4-6 weeks . Today i called Swiss and was told it could take months !
I booked family flights (back in January) with Swiss Air for August, to Greece. My wife is adamant we are not going until icompletely safe, or when there's a proven treatment/vaccine. I can't see that happening though for maybe a year, sadly. Shall I wait closer to the time to ask for a refund?
Honestly, I get the airlines are in tough times.
I think we need some clear rules around voucher in support of consumers.
- They must be valid 24 Months
- You must be able to use the WHOLE amount in 1/2 or even 3 transactions.
- If there is a remaining residual value under 50GBP it becomes refundable.
- If you dont use the voucher within 12 months you can apply...
Honestly, I get the airlines are in tough times.
I think we need some clear rules around voucher in support of consumers.
- They must be valid 24 Months
- You must be able to use the WHOLE amount in 1/2 or even 3 transactions.
- If there is a remaining residual value under 50GBP it becomes refundable.
- If you dont use the voucher within 12 months you can apply for a refund.
This would make it fairer for consumers who are able and willing to wait.
My biggest bug with all these vouchers are the conditions that you must use them in one transaction or if there is 20GBP left then you either buy another ticket or you lose the money.
It has to be fair on all.
Can I ask if anyone has tried processing a claim against Swiss for a refund through a small claims court in the UK (or elsewhere)? Am inclined to do this and thus charge them for legal expenses too, albeit there's a risk of losing the court fee. Seems the least they deserve for their disgusting and illegal behaviour.
Shame on Swiss Air! I have been trying to get a refund on cancelled flights since 8 April. I have emailed the customer service centre twice and been pushed back - hard. I live in Australia and we currently have a total travel ban in place which is not likely to be lifted anytime soon so a travel voucher from SwissAir is useless to me. I will now initiate a disputed return with my credit...
Shame on Swiss Air! I have been trying to get a refund on cancelled flights since 8 April. I have emailed the customer service centre twice and been pushed back - hard. I live in Australia and we currently have a total travel ban in place which is not likely to be lifted anytime soon so a travel voucher from SwissAir is useless to me. I will now initiate a disputed return with my credit card company. I travel to Switzerland regularly for family reasons, but will never use this airline again!
Swiss has been giving me the runaround like crazy. I finally email the ceo of the company. I got someone in customer affairs. She mentioned that she will be handling it from here on out. I have gotten nowhere. The last phone call was a doozy. The CSR Chloe told me that my credit for over $10,500 was going to cost me more to rebook my two tickets. An additional $290 per person. Even though...
Swiss has been giving me the runaround like crazy. I finally email the ceo of the company. I got someone in customer affairs. She mentioned that she will be handling it from here on out. I have gotten nowhere. The last phone call was a doozy. The CSR Chloe told me that my credit for over $10,500 was going to cost me more to rebook my two tickets. An additional $290 per person. Even though online the same two tickets were going for $6900. How that makes any sense from a business point of view is beyond me. To make matters worse I asked to speak to a manager or supervisor. I was told that they were unavailable and I could call back to reach this person who she would not give me her name, extension or voicemail nothing. I feel like I am being ripped off and very frustrated.
Hi guys,
To come out from Central america I bought 4 tickets and each one was cancelled!
just for the record: AA were the most correct and efficient. I could contact their call center pretty fast and they refund me the 2 tickets fully in 5 days in the middle of the crisis.
COPA AIRLINE: disgraceful . they cancelled my flight( no more flight until may) and they already answered me that my...
Hi guys,
To come out from Central america I bought 4 tickets and each one was cancelled!
just for the record: AA were the most correct and efficient. I could contact their call center pretty fast and they refund me the 2 tickets fully in 5 days in the middle of the crisis.
COPA AIRLINE: disgraceful . they cancelled my flight( no more flight until may) and they already answered me that my fare was no refundable, so sorry perry... no refund possible!!!!! I can't believe it.
Swiss airlines: a NIGHTMARE and a SHAME. I had a ticket from SJO to Zurich,. impossible to take the flight, I asked for free rebooking, ok. the day after their commercial flights from Sjo were stopped, cancelled, they were doing only repatriation flights "organized" BY swiss Government, same flight in fact. I looked to reserve a seat, the same flight that I paid 5 days before 820.00SFR (one way), already pretty expensive, was offered for 3,300.00USD (one way always) as repatriation flight!!!!!!! SHAME on Swiss airlines and on swiss government. Impossible to contact USA and swiss call center of Swiss airlines, impossible to change my ticket, I had to buy another ticket from Swiss departing from USA. I wrote and called many times to have my ticket refund, they said I have to wait after the return date (april,26) because the return flight has not been cancelled yet?!?!?!. than they also told me that the refund department is closed, and than also that maybe I'll receive the refund in 2/3 months but they refused to write me a confirmation email, the email just confirmed that the flight has been cancelled. very fishy and very unethical. Who is interested in join experiences and forces and try to do something together?
It make me sick to think that the same companies that have this behaviour will ask for financial help to their government and get it (our money again.... ).
have a good day
On checking my early May flight itinerary online, it appeared that SWISS were initially rerouting my flights (without informing me) and then a few days later, 3 out of the 4 flights (out + rtn) disappeared. I called them to find out what was happening and was finally informed that my flights had been cancelled. I requested a full cash refund, which they said they can do but will take time. I asked for timescales...
On checking my early May flight itinerary online, it appeared that SWISS were initially rerouting my flights (without informing me) and then a few days later, 3 out of the 4 flights (out + rtn) disappeared. I called them to find out what was happening and was finally informed that my flights had been cancelled. I requested a full cash refund, which they said they can do but will take time. I asked for timescales on this and was quoted 2 to 3 months..!
My credit card company said they can only step in for Charge Back claims after this period so I have to sit and wait it out, however they've frozen the charge (and therefore any potential interest) in the meantime so that I don't incur any further costs with this issue.
Also if you request the 50 CHF voucher they make you accept that you give up the refund right
Spike to them today to chase up my refund from cancelled flight from 18/03. Told Refunds section now closed and they are not planning on looking at any refunds until after the Summer. Disgusting. Section 75 claim made now. Their brand will be ruined by this behaviour.
What about the business class flight I booked (SFO-CDG) using United miles on star alliance member LOT Polish Air? I can't call them yet as my flight is not in the next couple months but I'm just wondering where my miles will go, assuming that France won't let me in on the date I'm scheduled to fly. If that is the case, I would actually prefer to rebook the same exact flight about 6 or 8 months later. Any ideas as to how this might play out?
My lufthansa flight got cancelled, They said refund in 7 days. never happened. Finally got a hold of them. Was told HQ overrode the refund request and is now putting all refunds on hold. But the whole thing was suspect. He didn't have any language to read me, just rambled though the explanation. I asked why didn't I get an email with this update? He said the best I can do is put in notes that you called.
I cancelled an upcoming trip to Asia and AA (outbound) and UA (return) gave me no trouble refunding my tickets and waived fees. the AA rep had to get a supervisor approval but the UA 1K desk just said "done!" and refunded an P class ticket. No complaints!.
@David Ourisman
I'm in a similar situation. I am booked for a return flight on KLM from ZRH to YVR (via AMS) in April and the status is still showing "on time" despite the fact that the AMS-YVR segment is no longer available on the KLM website and is not showing up on Google Flights. I suspect KLM is delaying cancelling the flight so it does not have to offer refunds. My biggest concern...
@David Ourisman
I'm in a similar situation. I am booked for a return flight on KLM from ZRH to YVR (via AMS) in April and the status is still showing "on time" despite the fact that the AMS-YVR segment is no longer available on the KLM website and is not showing up on Google Flights. I suspect KLM is delaying cancelling the flight so it does not have to offer refunds. My biggest concern is that KLM will only cancel the AMS-YVR segment within a few hours of the departure time and it will be impossible to request a refund via the call center. In that case, I may just have to go the ZRH airport on the departure date to ensure I don't lose the refund option due to a "missed flight".
My flight from LHR-ZRH is cancelled by Swiss but not from ZRH-AUH. I want to rebook for a date in December but the tickets are £200 more expensive per person and there are 4 of us. Ideally want a refund but I know they won't give it. I no longer have the AMEX i booked my flight with so what do I do?
Wondering if anyone can help...
my flight to from Manchester to Dhaka via emirates airlines got cancelled yesterday. Now emirates aren’t offering a refund at all, even if my ticket is non-refundable because they cancelled what am I entitled to? They’re only offering travel vouchers which I’m not willing to accept. My only other option is going to my credit card company
Onboard, SWISS is truly the best.
Unfortunately every ground agent I’ve talked to is truly incompetent. Both times I’ve flown them, (in Y) I’ve been told my carry on bag has to be checked because it’s too heavy or that I only get 1 carry on. (Instead of a carry on and a personal item) They wouldn’t even let someone (Who carried on nothing) take my bag on the plane.
Very Swiss of them for being so cold to outsiders.
@Peter Brown: if Air Canada is offering you a refund minus $200, that's because your fare was always refundable, less that $200 fee. Some of AC's "non-refundable" fares are refundable on payment of a fee, and that's what you appear to have. Most non-refundable fares are just that. What AC is offering passengers whose flights were cancelled on or after March 19th is a travel credit, good for 24 months, for the entire amount paid....
@Peter Brown: if Air Canada is offering you a refund minus $200, that's because your fare was always refundable, less that $200 fee. Some of AC's "non-refundable" fares are refundable on payment of a fee, and that's what you appear to have. Most non-refundable fares are just that. What AC is offering passengers whose flights were cancelled on or after March 19th is a travel credit, good for 24 months, for the entire amount paid. For passengers whose flights were cancelled prior to that date, a full refund is still available, although the website may not properly offer it and a phone call may be needed.
@MICHAEL KAO I cancelled an SQ itinerary for full refund nearly 3 weeks ago. I was told that it would take 1 week to get the refund confirmation e-mail and 3 weeks to receive the refund. So far, I've received neither.
Would be interested on advice dealing with "canceled" KLM and AF flights. They are no longer flying the SFO-AMS or CDG-SFO nonstops I have booked. In other words, they have "canceled" those flights. But they're not calling them canceled, and they still show those nonstop flights on my online itinerary.
Any advice on how to proceed?
Just to refute an earlier post from @Gtellez and another DP -- I got a full refund from BA for a cancelled TATL flight all online, same for EasyJet for an intra-Europe flight. Ironically, the only one I haven't processed yet online was a DL award positioning flight in basic economy. The automated process says that no changes can be made since it's basic economy. When my flight is closer (another 10 days or so),...
Just to refute an earlier post from @Gtellez and another DP -- I got a full refund from BA for a cancelled TATL flight all online, same for EasyJet for an intra-Europe flight. Ironically, the only one I haven't processed yet online was a DL award positioning flight in basic economy. The automated process says that no changes can be made since it's basic economy. When my flight is closer (another 10 days or so), I'll call into the SkyPriority line and I expect no trouble getting the SkyMiles credited back with some intervention.
Just having a similar experience with TAP Portugal. They cancelled my transatlantic flight and are refusing a cash refund - only flight vouchers....
Swiss has always struck me as a bit of an arrogant and scummy airline. Between this and how they handled those Aeroplan first-class tickets a couple of years back, even with their good product I don't think I would ever have them as my first choice.
Qantas, Singapore air, amd Virgin Australia all the same. Give you voucher and can only use up to 1yr from when ticket was issued. So if you had ticket booked last Apr-May you are pretty much stuffed.
What's worse, when I tried to use Qantas voucher, you can't even use it to book sale fare. Only on flexi fare! Talk about scamming. And the same, forget about talking to anybody, the phone call can't...
Qantas, Singapore air, amd Virgin Australia all the same. Give you voucher and can only use up to 1yr from when ticket was issued. So if you had ticket booked last Apr-May you are pretty much stuffed.
What's worse, when I tried to use Qantas voucher, you can't even use it to book sale fare. Only on flexi fare! Talk about scamming. And the same, forget about talking to anybody, the phone call can't even get through, and no one is replying emails.
I have cancelled my SQ flights online and I still haven't received a confirmation. I was suppose to fly last yesterday. They've cancelled 3 out 4 of my flight, so that itinerary wouldnt have been able to go ahead anyway.
Yeah Tap Air is pretty bad right now too.
Here is the contrast in airline behavior that I think shows the true corporate nature of the two airlines. I canceled my British Airways flight to LHR because my return flight on Lufthansa had already been canceled. BA would only refund 112 GBP in taxes, not their 400 GBP “service charge” or 900 GBP fare. I also was unable to take a Delta flight or even cancel it. Within 24 hours Delta has credited my...
Here is the contrast in airline behavior that I think shows the true corporate nature of the two airlines. I canceled my British Airways flight to LHR because my return flight on Lufthansa had already been canceled. BA would only refund 112 GBP in taxes, not their 400 GBP “service charge” or 900 GBP fare. I also was unable to take a Delta flight or even cancel it. Within 24 hours Delta has credited my account with the full fare. I most certainly will fly on Delta in preference after seeing that them do the right and proper thing.
Interjet sucks as well. They don't offer you any voucher to use in a future moment, they just offer you to change the flight for a future date. I had to pay the equivallent of 95 usd dollars extra for the flight change and in Aeromexico I had two flights cancelled from what happened in Peru that they closed the airport overnigh. One I did get back on their humanitarian flight but the other one I am still fighting to get it back, but so far they have been refusing.
Eurostar is pulling the same crap. Worse even since they only allow you to rebook through December 20th.
I disputed the charge with AmEx.
Air Canada is offering refunds minus $200.00CAD. If you wish to bank the entire amount there is no charge. This is for an international flight. Domestic might be different.
Definitely would try contesting with credit card company. Somehow I feel Swiss will be able to find some extra manpower to answer those request ;-)
Same goes when paying with PayPal ;-)
What SWISS is doing in terms of their shameful behavior on refunds at this time of calamity in the world is consistent with:
- they way they were with inflexibility before this VIRUS appeared (for years!)
- the history of Switzerland in general (check out history over the past 80-100 years)
However what Switzerland the nation values above all is their relationship with USA and all the assets they own in USA. Heck,...
What SWISS is doing in terms of their shameful behavior on refunds at this time of calamity in the world is consistent with:
- they way they were with inflexibility before this VIRUS appeared (for years!)
- the history of Switzerland in general (check out history over the past 80-100 years)
However what Switzerland the nation values above all is their relationship with USA and all the assets they own in USA. Heck, it is for this reason that they have more or less abandoned SECRET BANK accounts and stashing of BLACK MONEY and other kinds of Money Laundering. They have done their utmost to become CLEAN so that they can function in USA and manage their US Businesses.
For tihs reason contemplation of an eventual Class Action Suit against them HERE IN USA coupled with a STRONG PUBLICITY CAMPAIGN outlining their outrageous behavior will get more results than anything else.
Alas the time for that is NOT RIGHT NOW. Let's all deal with the more important issues at hand, flattening the curve on the spread and staying healthy. One day it will pass, and one day life will begin to normalize.
AND THAT WIL BE THE TIME TO TAKE ACTION AGAINST SWISS - and others of the same ILK.
agree with gtellez - my BA flight from IAD at the end of April was cancelled - I waited a couple of days after the article about them being sneaky with refunds and them saying they would place a "refund button" on the website. I went to "Manage my Bookings" today and it states you can get a full refund for your entire ticketing online by selecting the "Change/cancel booking". You do that and it...
agree with gtellez - my BA flight from IAD at the end of April was cancelled - I waited a couple of days after the article about them being sneaky with refunds and them saying they would place a "refund button" on the website. I went to "Manage my Bookings" today and it states you can get a full refund for your entire ticketing online by selecting the "Change/cancel booking". You do that and it asks to you call. You select that and it says not to unless your flight is within 72 hours as they are very backed up.
We had flights with Swiss from Zurich to Miami in a weeks time. These flights are now all stopped (they only have their Newark and Chicago flights) however instead of cancelling the schedule until they are reauthorized our flights are still shown as operating and they only cancelling the flights each day a few hours before the flight is supposed to leave, so if you want to make any changes you have to cancel the...
We had flights with Swiss from Zurich to Miami in a weeks time. These flights are now all stopped (they only have their Newark and Chicago flights) however instead of cancelling the schedule until they are reauthorized our flights are still shown as operating and they only cancelling the flights each day a few hours before the flight is supposed to leave, so if you want to make any changes you have to cancel the flight and therefore be liable for the cancellation not them... I get they are in a tight spot but that’s a real slap in the face to their customers. We also had BA avios awards flights on Qatar metal, these have been cancelled but if you go to refund them they only let you claim a voucher for future travel... by definition award flights are “vouchers for future travel” so it’s completely ridiculous you can not receive your fees & taxes (and avois) back when they cancel the flights and instead give you a 6-month voucher, the fees and taxes are not theirs by definition and should be returned.
Air France is giving a credit to use for one year, and if it is not used during that time, they will refund the money... not only Swiss is being sneaky with refunds.
The Swiss being sneaky in times of strife and upheaval
Doesn't surprise me one bit at all. History repeating itself.
Same with TAP
@SloMan
I beg to disagree, I only this morning in fact requested a refund on the EMIRATES Travel Voucher webpage where it is explicitly stated: customers who booked directly with Emirates can visit the Travel Voucher webpage and add “Refund request due to Coronavirus” in the comments section”
Refund or Travel voucher:
Please select one of the options below:
I want to request a Travel voucher for future travel. (Please allow us 7...
@SloMan
I beg to disagree, I only this morning in fact requested a refund on the EMIRATES Travel Voucher webpage where it is explicitly stated: customers who booked directly with Emirates can visit the Travel Voucher webpage and add “Refund request due to Coronavirus” in the comments section”
Refund or Travel voucher:
Please select one of the options below:
I want to request a Travel voucher for future travel. (Please allow us 7 days for us to send this to you.)
I want to request a refund. (Due to the current situation relating to COVID-19 we are experiencing severe delays in processing times. We thank you for your understanding.)
I also rescheduled a flight to later in the year via their CC, and had no problems to do so. All done very smooth and efficient.
KLM is doing the same, not mentioned the right on a refund if they cancel the flight.
This is a helpful thread. Flyertalk comments these days are torn between reasonable people asking about refunds and scoffing responses from hardcore libertarian free marketeers who also keep spreadsheets of the topping and ice cream combinations served in AA business class.
@James,
“ If THEY cancel your flight, you’ll get a refund as usual.”
If that was a general comment, I can tell you that for Lufthansa the answer is “no, you won’t”.
Their current policy is credit + rebooking required by June 1!
It most definitely seems like a LH Group thing. I'm trying to help a friend who booked a ticket on Austrian to the US, except she can't fly due to the travel ban (not that she'd want to, anyway). Austrian canceled her original flight, but automatically rebooked her via FRA and called it a day.
The option to cancel is no longer available online, you can only do so over the phone; while at the...
It most definitely seems like a LH Group thing. I'm trying to help a friend who booked a ticket on Austrian to the US, except she can't fly due to the travel ban (not that she'd want to, anyway). Austrian canceled her original flight, but automatically rebooked her via FRA and called it a day.
The option to cancel is no longer available online, you can only do so over the phone; while at the same time you are advised not to call due to the high volume of requests. I totally get that, but at the same time, they're basically holding on to customers' money without merit.
icelandair is even worse. no credit, no refund. They told me to lose my ticket or pay $2000 of fare difference to change to a date that I am not even sure I can fly yet. And you have to reach them before your flight depart or you are tagged as no-show, and hence doomed.
Then yesterday they suddenly started allowing credit, and because my flight was 2 days ago, it was a no show and hence no eligible for the credit. It must have been a joke.
@JAY1951, you're wrong. The EU issued guidelines on March 18th that customers are still entitled to refunds for flights cancelled by the airline. The compensation that would otherwise be due for cancellations within 14 days is waived due to the "extraordinary circumstances" of COVID-19, but not the right to refund.
@James, that's incorrect. They are refusing to provide refunds for any reason, including flights that they have cancelled. As I described in my previous comment.
...@JAY1951, you're wrong. The EU issued guidelines on March 18th that customers are still entitled to refunds for flights cancelled by the airline. The compensation that would otherwise be due for cancellations within 14 days is waived due to the "extraordinary circumstances" of COVID-19, but not the right to refund.
@James, that's incorrect. They are refusing to provide refunds for any reason, including flights that they have cancelled. As I described in my previous comment.
For what it's worth, I initiated a chargeback with Amex Canada and it appears to have been approved instantly.
SWISS call center was under staffed before this. So I’m not surprised they can’t even deal with this. My refund can wait. Plenty of people in way worse situations than me...
just call your credit card after two weeks and make a charge back. German amex just said in such a case it ist no problem to take the money back... shame on the airlines. they want us as customers after that all.. I will remember that....
Not refunding or giving credits valid for 12 months is basically them trying to keep the money due to severe cash shortage they are having right now to stay aflot. But for customers, they know if they can't get a refund now or get only credits, if the airlines go bankrupt they won't get any money back. So again, the airlines treat customers like cattle and still want a bailout.
I always had issues with Swiss to get refunds, even in case of flexible tickets. That’s one of the reasons I stopped flying them.
Call Amex they will sort you right out! Even easyJet just gave me a full refund for my JMK trip in May!
Lucky, it's good to compile a summary of what major (full-service and budget) airlines handling rebook/refund during these period. It will be a good score card for us to pick the right airlines in future.
I work at a travel agency and the Lufthansa group has pulled our ability to refund in the GDS. So the excuse “we’re focusing on immediate customers right now” is completely wrong. Even a travel agent who isn’t busy and could process it still cannot. They are clearly holding cash, people need to get their credit card companies involved!
Interestingly, EMIRATES had two separate sets of info on their German vs. their US corona info page - until a couple of days ago. They offered refunds on their German webpage (likely to comply with EC261, related to flights to/from Germany), but only offered rebooking & vouchers on their US webpage (likely addressing an audience that was not affected by flights to/from the EU). As of 2 days ago, the webpages are all streamlined now,...
Interestingly, EMIRATES had two separate sets of info on their German vs. their US corona info page - until a couple of days ago. They offered refunds on their German webpage (likely to comply with EC261, related to flights to/from Germany), but only offered rebooking & vouchers on their US webpage (likely addressing an audience that was not affected by flights to/from the EU). As of 2 days ago, the webpages are all streamlined now, offering only rebooking & vouchers. What the heck...are they now openly defying the very recent EU judicial clarification that refunds are clearly still required if the airline cancels flights more than 14 days in advance? Unethical to say the least!
If THEY cancel your flight, you'll get a refund as usual. My interpretation was that this FAQ page is for people who want to rebook flights that haven't been cancelled, and obviously there's no legal obligation for them to refund this.
Interjet in Mexico has been worse. They will not refund or even use a credit. People who can't fly or had to arrange alternative ways of getting home are losing the fare paid.
Lufthansa seemingly has the same policy. I called yesterday to refund a cancelled flight. They told me they were unable to do so at the moment and to call back after June 1st.
.
A3 and FR both canceled flights on me and including wording in the notification emails I was entitled to full refunds. A3 went non-responsive and FR's main and backup pages both displayed errors. So, charge back....
Same with British Airways, they cancelled my booking and I can only get a voucher from the website; otherwise you need to call. But when you call, even after waiting for a long time, they tell you that unless you were supposed to fly in 72h they are not going to process the refund for you now...
The name of the game today is "force majeure." Everyone is going to take a hit, and it's probably for the best. Good thing everyone has a healthy emergency savings balance!
Don't forget, the travel blogosphere industry is reliant on the airline industry's survival.
Same story with Brussels Airlines.
Not so sure EU261 helps, whether Switzerland is signed up or not.
It doesn't cover "beyond carrier's control" (normally weather), is mostly for delay, not mass cancellations and as governments, worldwide, have placed restrictions on who can and can't travel, etc, etc. it's pretty likely most pax will have to rely on airlines being honourable.
And we all know that's never going to happen.
If they’re going to try to cheat you into giving them an interest-free loan (with the added risk of them going bust soon, so they’ll be unable to repay it), I’d go straight for a disputed charge on my credit card. Which also means Swiss gets stiffed for the credit card fees. Get your cash out now.
Some airlines are behaving brilliantly: KLM changed a non-changeable booking for me without charge, then when circumstances...
If they’re going to try to cheat you into giving them an interest-free loan (with the added risk of them going bust soon, so they’ll be unable to repay it), I’d go straight for a disputed charge on my credit card. Which also means Swiss gets stiffed for the credit card fees. Get your cash out now.
Some airlines are behaving brilliantly: KLM changed a non-changeable booking for me without charge, then when circumstances changed again they simply cancelled and refunded in full, no questions asked (and cancellation fees were waived). Qatar has also fully refunded a non-changeable ticket.
When bookings resume, they’ll get more of my business.
Hi Lucky. Thanks for posting on this. Malcolm, whose tweet you quoted, is actually a friend of mine, and I was telling him about my experience yesterday trying to get a refund for flights that LX cancelled, which I think is what prompted his tweet.
For what it's worth, Swiss told me over the phone that they would cancel my ticket and put my refund "on hold" until December 31st. After that, I could call...
Hi Lucky. Thanks for posting on this. Malcolm, whose tweet you quoted, is actually a friend of mine, and I was telling him about my experience yesterday trying to get a refund for flights that LX cancelled, which I think is what prompted his tweet.
For what it's worth, Swiss told me over the phone that they would cancel my ticket and put my refund "on hold" until December 31st. After that, I could call them and get my refund.
I would have been sympathetic if they had said it would take a couple weeks to process the refund given the high volumes, but to refuse to even process it is clearly the same as not providing a refund.
No end of pointing out their obligations under EU261 (LX is covered, despite the debate on this in some of the earlier comments) or the illegality of this would change their mind. They told me to take it up with the relevant authorities if they thought I had a case.
Pretty disgraceful behaviour from Swiss, as far as I'm concerned.
So I had them cancel the booking and noted my objection to putting the refund "on hold". On the advice of people from the Swiss forum on FlyerTalk, I filed a chargeback with Amex this morning, and it appears to have been approved instantly.
dispute the charge with your credit card company first off
Air Europa only offering free changes till June 15, or vouchers , good for one year -no refunds! Not sure I’ll get back to Europe to use it & don’t see anything about the voucher being transferable! Thanks for all of your updates!
@AdamH; Wrong. They are not in EU but voluntarly added them to EC261 back in time. Rules are to be followed up by everyone.
Swiss was crap before this. They refused a refund even back in November.
Lufthansa (corporate parent) doing the same thing.
Westjet and Air Canada are doing the same thing for cancelled flights! "We are not processing refunds to original form of payment at this time."
I think Switzerland may have some hybrid version of EC261 as they are not an EU member. I believed they copied it in spirit but don’t follow it to the letter and some of the administrative rulings that are mandated for EU member states.
Still shady but can also attest refunding money is harder for a company even if set up correctly than just issuing credits. Talking approvals etc. I do believe they’re trying their best in these times.
This isn't the first time the Swiss have used a crisis to get and keep money that wasn't theirs, is it? (Admittedly this is much milder by comparison.)
The airlines that treat people well at the moment are the ones we will return to once this is all over. SAS have been particularly good to me and gone above and beyond. I will be booking with them later in the year.
Meanwhile I suggest we all start giving Swiss a very wide berth.