Swiss Air Lost My Luggage – No Accountability, No Urgency, Terrible Experience

I had an extremely disappointing experience with Swiss Air.

I arrived in Zurich on 22 March with a connecting flight to Geneva, followed by a transfer to Val d’Isère — a destination with temperatures reaching -10°C. Upon arrival, I discovered that my luggage had been lost.

I immediately filed a report at the airport and provided my hotel address, expecting my luggage to be delivered promptly. However, no effort was made to get my belongings to me. I was left stranded in freezing conditions with absolutely nothing but the clothes on my back.

As a result, I was forced to spend a significant amount of money on essential clothing and equipment just to cope with the weather. This completely disrupted my holiday and caused unnecessary stress and financial strain.

After four days with no communication or updates, the only reason I eventually received my luggage was due to friends who happened to be arriving in Geneva .They had to physically go to the lost and found department to retrieve my bag on my behalf — something Swiss Air should have handled from the start.

I then lodged a formal complaint via the Swiss Air app and email. On 29 March, I received a response stating that they would “contribute” towards my experience. I promptly sent through all required banking details, yet to date, I have received no further communication or resolution.

The lack of urgency, accountability, and basic customer service is unacceptable. Being left without luggage in freezing conditions is not a minor inconvenience — it is a serious failure.

I am still out of pocket and waiting for a proper response and reimbur*****t.

I would strongly caution others when flying with Swiss Air based on this experience.