Indemnisation vol annulé SWISS

SWISS cancellations: what is specific

Cancellation and denied-boarding compensation apply in Switzerland exactly as in the EU — the uncertainty around Swiss courts concerns delays only. A SWISS cancellation announced less than 14 days before departure is compensable unless the replacement met the legal windows or SWISS proves extraordinary circumstances; cancellations for SWISS crew or fleet issues are compensable, those for Zurich weather or airspace restrictions may not be.

SWISS must offer a refund or re-routing (through the Lufthansa Group network) and care while you wait. Refusals go to FOCA as the enforcement body, then to the conciliation authority and the civil court under the simplified procedure.

The three questions that decide a SWISS cancellation claim

1. When did SWISS tell you? Informed 14 days or more before departure: no compensation, but a refund or re-routing and care. Less than 14 days: compensation is due unless a replacement flight met the windows below or the cause was extraordinary. SWISS must prove when and how it informed you — keep its cancellation e-mail or app notification with the timestamp.
2. What replacement did SWISS offer? Between 7 and 14 days’ notice, no compensation if the re-routing departed no more than 2 hours early and arrived less than 4 hours late; under 7 days’ notice the margins shrink to 1 hour early and 2 hours late.
3. Why was it cancelled? Weather, air-traffic-control restrictions, security and external strikes are extraordinary; SWISS’s technical problems, crew shortages, rotation planning and its own staff’s strikes are not.

Swiss International Air Lines (Swiss AOC). Some flights are operated by Helvetic Airways (2L) or Edelweiss Air (WK). Check the operating carrier on your boarding pass: the rules follow the airline that flew the aircraft, not the one that sold the ticket.

What you always get, whatever the reason

Compensation may depend on the cause, but three rights never do. SWISS must offer you the choice between a full refund of the unused ticket (within 7 days, in cash or bank transfer — a voucher only with your agreement) and re-routing to your final destination at the earliest opportunity or on a later date of your choice. While you wait for the re-routing SWISS must provide meals, refreshments, two calls or e-mails and, when an overnight stay becomes necessary, a hotel and transport to it. If it leaves you to arrange this yourself, keep receipts and claim the reasonable amounts.

How much SWISS owes when compensation is due

€250, €400 or €600 per passenger under the Swiss application of Regulation 261/2004, set by the distance of the flight (or of the whole journey on one booking). SWISS may halve the long-haul amount to €300 when the replacement flight it offered arrived within the reduction windows (2 hours late for short flights, 3 hours for medium, 4 hours for long).

How to claim a cancellation from SWISS

1. Keep the cancellation notice, the original booking and the details of any replacement flight offered (departure and arrival times).
2. Ask SWISS in writing for the reason for the cancellation.
3. Submit the claim through SWISS’s official channel (https://www.swiss.com/ch/en/customer-support/passenger-rights), or by post to Swiss International Air Lines Ltd., Customer Feedback, P.O. Box, 8058 Zurich-Airport, Switzerland, stating the notice date, the replacement offered (or not) and the amount per passenger.
4. If SWISS refuses or stalls for 8 weeks, escalate to Swiss Federal Office of Civil Aviation (FOCA), then to the courts within the limitation period of the departure country.