Flight delays and cancellations are the nightmare of every air passenger. Not only can they prevent you from going on a vacation or returning home, but they can also leave you stranded in the middle of nowhere. For instance, if a connecting flight is canceled, you have to sit in the airport unless the airline offers accommodation nearby.
For the most part, Swiss Air has a good track record, with 98.9% of its flights taking off successfully. That said, we cannot ignore the 1.1% that was canceled. As a buying customer, you have the right to receive the service you paid good money for. The good news is that you are likely entitled to compensation if you waited more than 3 hours. This article will teach you how to get it.
When Are Air Passengers Eligible for Compensation?
If the cancellation caused you to reach your destination more than three hours later, then the law generally protects you under EC261/2004. Bear in mind that while Switzerland did adopt the EC261 voluntarily, the country is not part of the European Union. For this reason, Swiss flights leaving from an EU airport are covered by the regulation, but those arriving may not be.
It’s recommended that you check your passenger rights before filing for compensation. You could be eligible for up to 600 EUR in compensation if you are in the right. Bear in mind that this depends on the distance, as short-haul flights entitle you to about 25 EUR in compensation.
Steps to Receive Refund for Canceled Flight
Receiving a refund for cancelled flight is a straightforward process, and you can either do it yourself or ask a flight compensation company to do it for you. Overall, below are the steps that you should take:
1.Ask Why the Flight Has Been Canceled
The first thing you should do is ask why the cancellation happened. When asked, the customer service of the Swiss airline is bound by law to be transparent with you. If you talk to them face-to-face, then they should give their reasoning in writing. That said, if the inquiry happened through email, you could use screen captures as proof.
2.Take Note of the Time Schedule
Once you’ve confirmed that the reason was not extraordinary and was under the airline’s control, you should take note of everything related to the schedule. Write down the intended arrival time for your flight, including when the doors should be opened. Such data is important to have, especially if you have connecting flights.
3.Gather the Evidence
Next, you should start collecting all the evidence you could get your hands on. Put your boarding pass in a safe place, gather your receipts, and take pictures of the arrival board. This will serve as irrefutable proof that the delay or cancellation happened. While you are at it, you could also exchange contacts with other co-passengers, as they can support your claim while getting justice for themselves.
4.File for Compensation
Now that you have all the information, it is time to file for compensation. Bear in mind that each country you are flying to and from with Swiss Air can have a different statute of limitation. For example, flying to and from the United Kingdom gives you 6 years, whereas flights to Germany only give you 3 years. The faster you are with your claim, the easier it should be for you to obtain compensation.
Do I Have Other Rights?
Should your flight be canceled, you have the right to Swiss flight cancellation compensation if it keeps you at the airport for more than 3 hours. That said, this is not where your rights end. By contacting the airline, you can also benefit from the following:
Free Access to Communication
While most of the population owns a cell phone, this is not to be expected of everyone. Perhaps you do not like carrying cell phones with you, or the battery ran out while you were at the airport. In this case, the Swiss airline should offer you free access to communication methods such as email, phone, or FAX.
Right to Re-Routing
If the flight was canceled less than 14 days before your departure, you are given the right to re-routing with no additional costs. If you no longer want to fly, you also have the right to a refund.
Right for Accommodations and Food
If the cancellation is sudden and you are forced to stay in the departure city for more than intended, Swiss Air is required to offer you accommodation and food. Meal vouchers kick in after 2 hours, whereas accommodation applies for every overnight stay.
Exceptions for Flight Cancellation Compensation
Very often, if the cancellation was entirely under the airline’s control, then they will be responsible for compensating you. That said, if they were able to find a replacement for your flight that had a similar departure and arrival time, then they are not required to offer a refund on flight cancel. As long as they find a new flight within the next three hours, there is little that an air passenger can do.
There are also circumstances considered “extraordinary,” where the cancellation was made for your benefit and safety. For instance, when Swiss and other airlines canceled flights to the Middle East in 2023, it was done with the safety of the passengers in mind. The ongoing conflict made the airspace unsafe, so they could not be held responsible for rendering tickets unusable.
The Bottom Line
Should your Swiss flight be canceled, you do not have to accept it as it is. You have the right to compensation. Document the flight data, get in touch with the airline, and claim your rights!
