I’ve gotta say, this is probably the most seamless experience I’ve ever had collecting government-mandated compensation from an airline.
In this post:
The basics of my SWISS flight cancellation
Last week, I was scheduled to fly from Munich to Zurich on SWISS. Unfortunately just shortly before departure, the flight ended up being canceled. The aircraft never departed from Zurich, allegedly due to a technical fault, and that was also the last flight of the night.
I got rebooked on a flight the following morning, though unfortunately that did throw off my plans for visiting the SWISS First Lounge Zurich.
While flight cancellations are never a good thing, at least there was a silver lining here. The European Union has some of the most consumer-friendly policies when it comes to taking care of customers in the event of irregular operations, in the form of EU261:
- Because my flight covered a distance of under 1,500km and it was delayed by at least two hours, I was entitled to €250 in cash compensation
- On top of that, the airline was responsible for covering all my other expenses, including any hotels, food, drinks, etc.
I ended up booking the Hilton Munich Airport for the night, which is the most convenient hotel to the airport. That cost €266 for my one night stay.
My experience requesting compensation from SWISS
Not surprisingly, many airlines are notorious for trying to make it hard to actually claim EU261 compensation. They sometimes don’t make it easy to file a claim, then wait a long time to respond, then make up lies for why you’re not entitled to the compensation, etc. As an example of this, last year I shared my ridiculous experience trying to claim EU261 compensation from Eurowings Discover.
Along those lines, I’m happy to report that my SWISS compensation experience was downright seamless. For one, the airline has a dedicated webpage where you can easily file any compensation claims. You just have to enter the basics of what happened, and can attach any documents related to expenses.
I submitted my request on August 20, and just several days later (on August 24), I heard back from SWISS. The airline emailed me the following:
Thank you for your message of 20 August 2023.
Your flight LX1111 on 18 August 2023 unfortunately had to be cancelled. On behalf of SWISS and our cooperation partners, I apologize for the inconvenience you had as a result
I have checked the reason of the cancellation of your flight and can inform you that SWISS will grant you a compensation to the amount of EUR 250.00
Furthermore, in case of flight irregularity, SWISS of course contributes to the direct costs incurred by its guests (e.g. for meals, beverages, accommodation if required). I have checked the documents you have submitted and can inform you that SWISS will reimburse the costs you have incurred, i.e. EUR250.00.
Therefore, by clicking on following link, you will be directed to our homepage where you can select your personal compensation (i.e wire payment in the said amount or advantageous voucher valid on Swiss.com). It is fast and easy. Alternatively, you can also login manually using the credentials indicated below.
We thank you for your understanding and we hope to have the pleasure of serving you soon again under more favorable circumstance.
Sure enough, the email contained a link that had two compensation offers. I could either select €500 cash compensation to be wired to me, or I could select a $750 SWISS gift card. I selected the cash.
I received an immediate confirmation that the money would reach my account within 10 business days.
Okay, admittedly SWISS “short changed” me €16 on the hotel rate, though that’s not unreasonable at all. I chose the most convenient hotel rather than the cheapest, and besides, I earned Hilton Honors points in the process as well.
Bottom line
Over the years I’ve probably requested EU261 compensation a half dozen times due to majorly delayed or canceled flights. I’ve found it to almost always be a hassle, or at a minimum, to take a really long time. So I’m very impressed by how SWISS handled this situation.
The airline has a dedicated webpage where you can request compensation, and then my claim was approved in a matter of days. Maybe I just got lucky this time around, but I’ve never had such a fast and painless request for EU261 compensation. Well done, SWISS!
If you’ve requested EU261 compensation from SWISS, what was your experience like?
Hello,
My experience from few days ago. Our fly with Swiss from Tokio to Zurich was cancelled due to a technical problem in an engine communicated by the pilot this Jan 6th. We were within the plain for more than 2 hrs without any consideration (not even a glass of water for families with children or disabled persons). When the cancellation was confirmed, after disembarquing, we suffered long queues to get an hotel, 2 hrs...
Hello,
My experience from few days ago. Our fly with Swiss from Tokio to Zurich was cancelled due to a technical problem in an engine communicated by the pilot this Jan 6th. We were within the plain for more than 2 hrs without any consideration (not even a glass of water for families with children or disabled persons). When the cancellation was confirmed, after disembarquing, we suffered long queues to get an hotel, 2 hrs waiting a shuttle bus (Swiss didn´t informed to the hotel according to the hotel responsibles), ... We were reasigned to a new fly the next day.
When requesting the legal compensation according to the UE regulations, the answer of Swiss has been really insultant. They said that this was an exceptional circunstance that gives no rigth to compensation (when the EU/261 sets clearly that technical problems are not an exceptional cirsunstance preventing compensations) and expecting that we choose Swiss Airlines for our futher flys. I would laugh if it weren't for crying. I´m now looking for legal assistance to try to defend the rights that Swiss is despising.
Unfortunately Swiss Air denied my compensation in violation of EU261. The reason for my cancellation is mechanical due to “fume smell”. I was rebooked for a flight the next day resulted in a 24-hr delay of arrival and a lost of one day’s wage. It’s clearly written under EU261 what conditions were unavoidable and that mechanical failure is absolutely not one of them. This is flight LX0038 cancelled on February 22, 2024.
I know this is months later but I was really surprised by that you were promised and actually received cash in your compensation.
When I complained about the two hour delay on our flight from Mallorca to Zurich, I received a reply giving me a voucher for my next flight - in CHF, having to be used on a Swiss flight from a Swiss airport. I’d much rather have had cash.
@Ben, sadly I fear you are ahead of most of the rest of the travelling public in your compensation claim. I was delayed out of LHR due to passenger miscount discrepancy between groundstaff and cabin crew, arrived late for my connecting flight and eventually 6 hours to FCO.
The Customer Service team steadfastly denied my claim for EU/261 for 3 emails on the basis they didn't operate the flight. It was clearly LX metal,...
@Ben, sadly I fear you are ahead of most of the rest of the travelling public in your compensation claim. I was delayed out of LHR due to passenger miscount discrepancy between groundstaff and cabin crew, arrived late for my connecting flight and eventually 6 hours to FCO.
The Customer Service team steadfastly denied my claim for EU/261 for 3 emails on the basis they didn't operate the flight. It was clearly LX metal, their 21N, then they closed the case..
I have taken it to arbitration, which of course confirmed it is LX's responsibility and the airline owes me the EUR250 delay pay plus my claim of EUR100 for distress. They have 6 weeks in which to contact me. I doubt they will.
This is on a Business ticket for a customer of 20+ years Senator status loyalty. The online world is littered with complaints about LX customer service. Fortunately this is the first time I've had recourse to EU/261 with them.
My letter to the CEO goes unanswered. I have 36 upcoming bookings with LX. I have lost all confidence in this airline to deliver me to my destination in an appropriate timeframe and also question if they are cutting corners with customers, does this carry through to other parts of their business? I would happily accept any offer from LX for a free re-booking of all these future flights onto another MAM airline, but I doubt this would ever be forthcoming.
The experience described is rather true for Europe. LX181 from BKK to ZRH got canceled while on the way to the runway on 25.09.23. Compensation ? = 0€
Several e-mails exchanges with Swiss were just waste of time. No explanation on the cancellation reason.
This was in business class …really poor from Swiss
Hi, I've been trying to accept my compensation offer from Swiss but my banking info keeps getting rejected. Do you have pointers on how to divide all the banking numbers into only "account number" and "bank code"é
@Lucky, I think they googled your name, and that's why it was so smooth. They are not that generous to plebs.
My mother had a transatlantic flight at the beginning of this year. First leg to Zurich and then over the ocean. The first flight was canceled for technical reasons, and she could not make the second one, so they gave her a hotel in the city of origin. Came 24 hours later (there were...
@Lucky, I think they googled your name, and that's why it was so smooth. They are not that generous to plebs.
My mother had a transatlantic flight at the beginning of this year. First leg to Zurich and then over the ocean. The first flight was canceled for technical reasons, and she could not make the second one, so they gave her a hotel in the city of origin. Came 24 hours later (there were flights before that seemed not full, so I don't know...) How it went:
-A request for compensation on their webpage.
-One week later an email that they were sorry, but because it was an unpredictable technical reason ("low pressure in valve 3", they could not pay anything. Their position is final.
-A complaint to the national regulator in the country of the origination of the flight. Due to a CJEU decision, technical reasons can be exculpatory only in very limited circumstances.
- In two weeks, Swiss answered with the same story, "low pressure in valve 3." No attempt to justify their position vis-a-vis the current jurisprudence that was cited by the national regulator.
- In another four weeks, the national regulator ruled that compensation should be paid. They scorned Swiss for providing only the response they must have known to be insufficient to reject the claim. They initiated another administrative proceeding with Swiss for the insufficient response and said in the judgment that they would most likely get fined in that administrative proceeding. (I don't know the outcome, but I will follow up).
- At that point, Swiss gave up and paid. I don't remember exactly, but the money was transferred almost immediately.
So something is telling me that your experience is great because you are a blogger and not because Swiss is great.
And when American Airlines delayed our outgoing flight from Austin by more than three hours, forcing us to miss a connecting flight to Europe which resulted in us arriving in Munich a day late and having to book a hotel because it was so late, what did we get?
7500 AA miles after repeated complaints. No financial recompense despite Million Miler status *and* paying to sit up front (oh, and they downgraded LHR-MUC to boot).
I wish we had such a system/service for US Airlines (FRONTIER)
My worst experience was with Wizzair , I've had to wait more than 2 years , the lies I was told I believe would easily made a science fiction movie , after 2 years and after I had to take a lawyer , they paid..
Do you think your experience might be different because of who you are? I'm sure most of the major airlines have you flagged so they know when and where you fly, and when you contact them for issues like this.
Swiss always pays fast and doesnt dispute for no reason. Happened to me (senator) but also to people i know who have no status at all.
I can only commend Swiss for this. Wizzair for instance is a nightmare, they lie non stop.
@Plotr
You have a completely different experience than I have. Swiss have denied an absolutely valid claim with the explanation they must have known to be invalid (the words of a national regulator), see above in my post. The regulator even started an administrative proceeding with Swiss for this, so it is not only my opinion.
Two of my easiest compensationa have been Turkish Airlines and Finnair. Bpth of which have paid 400 euros compensation in cash right away at the airport.
The worst is Estonian Air years ago. Four of my family members had to stay an extra day in Paris due to cancelled flight. "We have never paid any compensations. The plane was broken, so it is safety issue, and thus force major, which does need to be compensated."
Never booked with them since.
WOW!!!
I had an issue on Iberia that my flight was cancelled less than 14 days before departure and they gave me a new flight departing more than 2 hours earlier. I should be entitled for compensation and reimbursement of costs (there were some more costs for me due to departing earlier).
I searched on iberia.com and there's no normal way claiming compensation, I called them on the phone and they told me the...
WOW!!!
I had an issue on Iberia that my flight was cancelled less than 14 days before departure and they gave me a new flight departing more than 2 hours earlier. I should be entitled for compensation and reimbursement of costs (there were some more costs for me due to departing earlier).
I searched on iberia.com and there's no normal way claiming compensation, I called them on the phone and they told me the exact address to go. I filed the complain and added the files proving it (they only allow up to 3 files so I had to upload the minimum). I waited not so long for an answer, I only waited 2 weeks. But this is what they replied.
Thank you for contacting us about the change in the time of your flight IB8861 on... from ALC to MAD.
We strive to offer the widest network of destinations and range of times to meet our customers' preferences, which means that every season and holiday period we review and sometimes change our flight operations. Whenever this happens, we inform customers immediately so that they can adapt their plans and itinerary as necessary.
We apologise for the incident on this occasion, and we trust that you will have a satisfactory experience the next time you fly with us.
There's no mentioning of the compensation and the reimbursement. I filed a claim after that with the Spanish authorities and I still didn't hear from them, more than 4 months later. But I also filed through UK authorities (my flight was from ALC-MAD-LHR) and it's being processed. I hope not to have to take legal action, but I'm ready for it.
Swiss became my favourite airline - short and long haul. Never had a bad experience. And their first class is very good.
The only language the Lufthansa Group seems to understand, given their alleged systematic and fraudulent practices of denying EU261 rights through deceit, avoidance, and delay, is immediate litigation. They seem to fear court precedents as much as the devil is said to fear water.
I would welcome a libel suit over this statement, as it might finally grant me access to the 'smoking gun' internal emails or procedures, where I believe some individuals may have...
The only language the Lufthansa Group seems to understand, given their alleged systematic and fraudulent practices of denying EU261 rights through deceit, avoidance, and delay, is immediate litigation. They seem to fear court precedents as much as the devil is said to fear water.
I would welcome a libel suit over this statement, as it might finally grant me access to the 'smoking gun' internal emails or procedures, where I believe some individuals may have been imprudent enough to document such actions.
I also don't understand why people are saying that Swiss(LG) is great with compensation. I just don't think they are doing anything fraudulent. They just reject everything if they have a chance that a person will go away. If the person is a well-known blogger, they rather pay it immediately.
I took compensation once for a canceled Brussels Air flight to Africa. Since then I no longer get comp upgrades to premium economy like I had in the past. Coincidence? Probably not.
Ryanair is still trying to deposit my EU261 compensation 14 months later. They keep saying my bank account information needs to be resent.
Same issue here with Iberia
Hi, how did you get to contact IB to at least begin the process?
I have been trying that since a flight I got on March and no answers at all by any means.
I booked a ticket from SFO-LHR on Swiss last year. Changed my mind within an hour and cancelled. Travel dates were months ahead. Swiss refused to refund me because the fare was “non-refundable” even though US DOT regulations say you can cancel within 7 days for a refund. Disputed it with Chase who took THREE MONTHS and decided to take the side of Swiss. I filed a complaint with the U.S. DOT who said I...
I booked a ticket from SFO-LHR on Swiss last year. Changed my mind within an hour and cancelled. Travel dates were months ahead. Swiss refused to refund me because the fare was “non-refundable” even though US DOT regulations say you can cancel within 7 days for a refund. Disputed it with Chase who took THREE MONTHS and decided to take the side of Swiss. I filed a complaint with the U.S. DOT who said I was entitled to a refund and Swiss responded that is already been refunded. It took an email to the entire senior management team at Swiss to get my refund. Total time was around 6 months.
*cancel within 24 hours, not seven days.
I am having a LOT of problems with Iberia regarding EU Compensation for a delay that took place last March. Any recommendations or experiences you can share with me regarding IB?
Have tried emailing them and also calling their contact centers, and bu**sh*t.
My last issue with IB suddenly got resolved when I started copying the IAG executive team on my emails. I never got a reply or a bounceback from the executive team email addresses, but suddenly IB was able to resolve my issue over email, instead of asking me to call which would redirect me to the "wrong" part of IB.
EU261 (or equivalent UK261) applies to all European airlines, regardless if originating in Europe or elsewhere.
However, for example, it does not apply to a US airline departing from the States.
If, however, a US or other country airline has a delay/cancellation departing from Europe/UK then EU/UK261 does apply.
There is a tricky thing...which airline issued the ticket, such as the often codeshares. No matter which airline issued the ticket, compensation is the responsibility...
EU261 (or equivalent UK261) applies to all European airlines, regardless if originating in Europe or elsewhere.
However, for example, it does not apply to a US airline departing from the States.
If, however, a US or other country airline has a delay/cancellation departing from Europe/UK then EU/UK261 does apply.
There is a tricky thing...which airline issued the ticket, such as the often codeshares. No matter which airline issued the ticket, compensation is the responsibility of the OPERATING airline ex-Europe/UK of the flight...and that's when the paperwork can get messy.
Ticketed on AA operated by BA, then BA is the responsible carrier for compensation if departing from UK/Europe. But BA not on the hook if ticketed by AA operated by BA from the US...only if ticketed/flown by BA on the ex-US route. Complicated!!
Recent experience.
Meanwhile in Australia……..
I believe someone, somewhere is 'looking into it' which generally means it wil never happen, or a least not in your lifetime.
Lucky, you got lucky. I’ve requested many EU261 over the years and had various experiences even with the same airline.
Didn't have to file EU261 but did have delayed bag experience. It went perfect. Swiss Air provided me all the documentation I needed to file a claim, including the link where to file. The form was simple, easy to understand and short. Within a two weeks of filing, I was reimbursed for my out of pocket essential items.
LH seamless experience in June!
Our flight on Air France from Nairobi to Paris at the end of March was delayed by 7 hours due to crew issues. Instead of leaving late at night, we didn’t depart until the following morning. When I got home to Canada, I filed a claim with Air France (also a painless process) for the delay and the hotel and meal costs. The distance was over 1500 km and the delay was longer than 3...
Our flight on Air France from Nairobi to Paris at the end of March was delayed by 7 hours due to crew issues. Instead of leaving late at night, we didn’t depart until the following morning. When I got home to Canada, I filed a claim with Air France (also a painless process) for the delay and the hotel and meal costs. The distance was over 1500 km and the delay was longer than 3 hours so we were entitled to €600 per person plus costs. Within 24 hours I received an email from AF apologizing for the delay and accepting my claim for almost €1500. They indicated it would be deposited in my bank account within 10 days. It was there well before that. Canada has similar legislation but there are too many loopholes that allow the airlines to not pay. No complaints about the EU261 legislation from me though.
I think compensation is due when a flight was delayed by at least three hours (not two as stated on the text).
@Lucky
Has the money actually hit your account?
We went through all the same steps with a recent LH compensation claim. Within 6hours our claim for 900euros was approved. Everything with our LH claim looks virtually identical your LX one. We were delighted by the ease and efficiency…just 10 days and we'd get our compensation we thought! Wrong. LH never wired the $$$ to our US bank account. Followed up with emails to LH...
@Lucky
Has the money actually hit your account?
We went through all the same steps with a recent LH compensation claim. Within 6hours our claim for 900euros was approved. Everything with our LH claim looks virtually identical your LX one. We were delighted by the ease and efficiency…just 10 days and we'd get our compensation we thought! Wrong. LH never wired the $$$ to our US bank account. Followed up with emails to LH customer service with repeated replies from them for our banking info which we did. Weeks past. Follow up with more emails which LH hasn't responded to. It’s been 3 months, no compensation paid, and now have we a complaint with the German regulator and court of arbitration.
I still cannot believe that the Swiss compensation process is smooth. I can only come up with three or explanations:
1) glitch in the matrix
2) your initial flight was operated by Air Baltic (?) and they’re just cross-charging it
3) somebody at Swiss is reading this post and made sure that Mindpearl (outsourced customer service in ZA that is taking care of these claims) will give you a fair compensation
I’ve made two claims to Ryanair recently and both paid within 8 days. It can be hit and miss as to how long. I’ve read of claims being handled in 24 hrs
I don't understand the hotel setup. When this happened to me on American in Lisbon, we were transported to a prearranged hotel via bus and then setup with lunch, dinner, and breakfast at the hotel. I never had to claim anything for the incidentals/lodging, just the cancellation compensation.
Did SWISS offer you lodging options and food vouchers?
Some airlines arrange it for you, some reimburse you for arranging it yourself.
@Ben - it might be premature to assume that Swiss has turned a new leaf in expediting EU261 compensation claims based on your recent experience. From LX's perspective 500 euro bought them a favorable headline on a popular travel blog. And you deservedly received rightful compensation for the flight cancelation. Win-win for both parties. Other comments attest to this being more the exception than the rule for LX. The claims agency that I contracted with...
@Ben - it might be premature to assume that Swiss has turned a new leaf in expediting EU261 compensation claims based on your recent experience. From LX's perspective 500 euro bought them a favorable headline on a popular travel blog. And you deservedly received rightful compensation for the flight cancelation. Win-win for both parties. Other comments attest to this being more the exception than the rule for LX. The claims agency that I contracted with is still awaiting a response from Swiss for a claim made in May.
If this had been the case, I don’t think they would have left the last €15 unpaid.
Why are you giving them a pass for the shortchange on the hotel. It is reimbursed for actual expenses and your costs were reasonable.
Your bar is low.
If there were other hotels in the vicinity that were cheaper then I wouldn't call €266 for an airline disruption hotel to be reasonable. €250 is a very "round number", maybe that's the cap for what they'd ordinarily pay?
The cheapest is likely a dump. If it’s within 25% of the cheapest (or 33%), that would still be reasonable.
You don’t have to eat at McDonalds to get your hamburger reimbursed on an expense account.
The Hilton is in-terminal but there are plenty of decent hotels near Munich airport. I'm not sure any hotel near Munich airport would qualify as a dump.
I had a similar experience with Air France last year. I've got my refund confirmation 2 or 3 days after filing a claim on AF website.
This is very unusual, Swiss is known in the community for being extra complicated with compensations, which is why my game plan is to not even attempt to deal with them and go straight to a third party agency and have them represent me if I ever have a claim with Swiss.
The funny thing is that I'd definitely take the voucher. Swiss sells all LH Group flights so opportunities to use it are endless,...
This is very unusual, Swiss is known in the community for being extra complicated with compensations, which is why my game plan is to not even attempt to deal with them and go straight to a third party agency and have them represent me if I ever have a claim with Swiss.
The funny thing is that I'd definitely take the voucher. Swiss sells all LH Group flights so opportunities to use it are endless, thus earning extra 250€ is something I'd definitely accept. But then, since I wouldn't deal directly with Swiss, I'd likely only get the cash option..
Exactly. Why Lucky hasn't used google for once.
You must be speaking of a different Swiss. The Swiss airline I now does everything to not pay the full amount of hotel costs. They make up any excuses.
I have a BA flight that's operated by Iberia going from DFW to MAD in December that was canceled and they rebooked me for the following day. Would I be eligible for EU261 compensation or no because the airline gave me sufficient notice of the cancellation? Does the delay/cancelation have to happen on the day of travel?
Thanks for asking this question, Luis. I'm very curious about this as well. I'm also curious about this from a downgrade perspective. If I am booked in First and then days/weeks/months there is an equipment swap and I am downgraded, am I entitled to the EU downgrade compensation? Or is that only for day of changes?
@ Luis;
If you were informed more than 2 weeks in advance, you are not entitled to compensation.
No as it’s more than 14 days.
Will not be eligible as the change is more than 14 days out. Similar circumstances for me this spring on Finnair. My return flight to the US from Helsinki was changed for one 2 days later. Thought I hit the jackpot.... not so fast.
Flights departing the United States are not eligible for EC261 compensation.
My greatest EU compensation claim was getting money back from an Oslo to JFK flight from Norwegian. I think I paid $99 for the fare and received almost 3x that in compensation for a flight that was delayed 6 hours. Norwegian made it almost impossible to file the claim, so I used that company that does it for you and takes a cut. It was very much worth it for the simplicity.
what company?
Did you have a connecting flight next day or you were traveling on two separate tickets? I never knew if EC261 would apply if you were on one ticket in this kind of situation. I guess as you would arrive to final destination on time, then you wouldn’t be able to claim compensation.
@ Karol -- I was on two separate tickets. The itinerary the next morning was in the opposite direction, from Zurich to Munich.
Got involuntarily bumped from a Lufthansa flight from Munich to Spain. I had to take a flight 4hrs later and the €250 was credited to my credit card while I was in the lounge eating Spargelsuppe and pretzels and drinking beer waiting for my flight. No complaints.
That's different - airlines pay out IDB compensation immediately to your CC. EU261 is much more complicated to extract, with Swiss being a notoriously difficult example.
I think Swiss knows who you are because they are notorious for refusing most/all claims even if fully justified.
And you can back that up with statistics? Please elaborate. I always love how one person gets a claim denied a couple of times and assumes it’s standard.
If it helps, I currently have two claims where Swiss has reduced the reimbursement of hotel costs on their own. This is despite the fact that the Swiss website clearly describes which hotel categories may be booked and I can show through screenshots that the hotel was averagely expensive on the day of booking.
Furthermore, Swiss is discussed - at least in German-speaking forums - as particularly restrictive.
Just escalate it. Their claims are handled by an outsourced company who don’t have any leeway . So long as you didn’t go crazy and it’s reasonable they will pay.
There are plenty of reports on FlyerTalk and VielFliegerTreff if you want to do additional research. Even within LH Group, Swiss is notorious for being impossible to deal with when it comes to compensation, partly because they're not actually EU-based so the Swiss regulator turns a blind eye.