By Maksim Koval, 10 June 2024

How to contact SWISS customer service?

The primary way to contact SWISS customer service is via their call center: +41 43 547 9919. However, during peak call times, turning to direct messaging on social media may yield quicker responses. For detailed discussions of complex issues, sending an e-mail is often the best option.

This guide will empower you with effective tactics to elicit prompt responses from SWISS customer service. From the ground up, let’s explore your options. Depending on the nature of your query, several channels are at your disposal:

SWISS phone numbers

SWISS ServiceContact Phone Number
Primary customer service+41 43 547 9919
International customer service+41 43 547 9919
Reservations
+41 43 547 9919
Frequent flyer program (Miles & More)+001 803 852 6562
Refunds+41 43 547 9919
Baggage services+41 43 547 9919
Lost and found+41 43 547 9919
Special assistance+49 (0) 234 961 036 26
SWISS Holiday+49 (0) 234 961 036 26
Cargo+41 44 564 5454
Pet travel+41 44 564 5454
Customer Relations+41 43 547 9919
Phones by countryPhones by city

Automated phone systems are widespread today. Trying to skip their automated menus by saying “agent” (or anything else) can only make your call longer. Instead, state your purpose slowly and clearly to ensure you’re directed to the appropriate queue.

SWISS international phone numbers

International customer service can handle your booking just like the main call center. Instead of competing for time with the hotline in Switzerland, jump the line by dialing those in other countries — Austria, China, Germany, UK, US — for example. Travelers report that the SWISS support in those countries has much shorter wait times, sometimes just a few minutes.

As a last resort, head for the foreign language-speaking call center. It will help if you are comfortable with that language, but there’s a chance that the hotline staff also speaks English.

Airline CS phone numbers by country
CountrySWISS Phone Number
Australia +61 2 8324 6558
Austria +43 810 81 08 40
China +852 28 46 63 10
Germany +49 69 867 98 000
Japan +81 570 089 000
South Korea +82 (0)70 4769 5413
Switzerland +41 848 700 700
UAE +971 600595556
UK +44 345 601 0956
USA+1 833 626 0737

SWISS WhatsApp number

Currently, SWISS does not provide a dedicated WhatsApp number. However, you can use Wi-Fi calling or VoIP services instead of WhatsApp to bypass high roaming charges for international calls to SWISS numbers.

Wi-Fi calling lets you place phone calls via a Wi-Fi network rather than a cellular network, much like WhatsApp, helping you avoid any roaming charges. Most carriers and smartphones support Wi-Fi calling, but you’ll need to enable it in your phone’s settings. Please note that Wi-Fi calling is restricted in countries like China, Egypt, Oman, Qatar, Saudi Arabia, and UAE.

YouTube video
Wi-Fi calling for beginners: how it works, and why you should care.

VoIP apps like Skype, Viber, Google Voice or Talkatone are another way to call SWISS international numbers cheaply. In a manner similar to WhatsApp, they tap into the internet to place calls. While not free, these services offer competitively low rates for calls to both landlines and mobile phones. Costs generally range between $0.01 and $0.20 per minute, subject to the country and service provider being called.

In 2017, the EU has abolished roaming charges within its territory. If you’re within the EU and you place a call to a SWISS number located in the EU, it will be priced as domestic call — with a capped cost of 19 cents (plus VAT) per minute.

SWISS phone numbers by city

Your regional SWISS helpline often has more specific knowledge about local airports, regulations, and services. They may be able to provide more detailed and relevant information.

Most agents have good English proficiency. The regional lines will likely have representatives who are also fluent in the local language; if you feel more comfortable communicating in your first language, look for the phone number for your nearest location.

Calling a regional center means you’re likely calling within your time zone — this can make it easier to reach someone during business hours.

Airlines CS phone numbers by city
CitySWISS Phone Number
Dubai +971 600595556
Frankfurt +49 69 867 98 000
Hong Kong +852 28 46 63 10
London +44 345 601 0956
New York City +1 833 626 0737
Seoul +82 (0)70 4769 5413
Sydney +61 2 8324 6558
Tokyo +81 570 089 000
Vienna +43 810 81 08 40
Zurich+41 848 700 700

Third-party apps like DoNotPay can save you time by placing a call and enduring hold times on your behalf. By using tricks, the app tries to get a human on the line quickly (it has built a database of priority customer service numbers). Then it calls you back and connects you to the agent. DoNotPay is a paid service and currently supports US numbers only (expansion to other countries is underway).

SWISS email address

SWISS does not offer a direct email address for customer support. Instead, passengers can send them email through the online form. The form serves as the primary means of email communication, suitable for delivering feedback or making inquiries.

Alternatively, you can reach out to one of airline’s local offices. Some of these branches openly share their email addresses online, providing a more localized channel for correspondence.

Regional email addresses

You can find a list of SWISS regional email addresses below:

Email addresses by department

If your inquiry go beyond general customer support, contacting a specific department within the airline may be necessary. We’ve compiled these special-purpose email addresses in the table below. Nonetheless, always respect the contact methods provided by SWISS — only reach out to the relevant department for your inquiry.

Email addresses by department
CountrySWISS Email Address
SWISS Holidaysservice.lhh@hlx.com
Cargocargo.export.zurich@swiss.com

If you want to send an email to one of SWISS’s employees, try the popular email format used by many companies: First.Last@swiss.com. For example, to email Jane Doe who works at the airline, use Jane.Doe@swiss.com.

SWISS sales and ticketing offices

SWISS ticketing and sales offices are often found in major cities and airports. They provide essential services such as ticket reservations, flight rescheduling, cancellations, frequent flyer award tickets, and information about various services offered by the airline. When you encounter a problem with your booking that can’t be resolved online, the sales office is the right place to seek assistance.

Here’s the list of SWISS offices and regional branches around the world:

[ Airline CS Offices ]
City (Country)SWISS Office Address / Phone
Greece

Greece "Swiss International Air Lines Customer Service
Kifissias Ave. 248
GR-15231
Chalandri, Athen

India

Swiss International Air Lines Customer Service, Urmi Estate, 10th Floor, 95 Ganpatrao Kadam Marg,
Lower Parel West
Mumbai–400013 India

UAE

Swiss International Air Lines
Dnata building
Sheik Zayed Road, Dubai United Arab Emirates

USA

Uniondale NY 11556
Swiss International Air Lines Customer Service
1400 RXR Plaza West Tower
United States of America

SWISS live chat (meet Nelly)

SWISS live chat (“SWISS Chat Assistant”) is a fast way to get help from the airline 24/7. It features a simple chatbot Nelly that serves as a live agent — it can provide answers to some popular questions and handle common issues. Since it lacks modern A.I. capabilities, it may not be able to handle more complex issues.

SWISS Nelly bot is a computer program designed to communicate with people via messages on online chats. It is a virtual assistant, instantly, untiredly responding to customers’ inquiries 24/7. The quality of answers is quite satisfactory for popular questions and common problems such as flight reservations, ticket changes, flight status checks, purchasing an extra baggage, or even getting a refund.

Being just a simple, automated software, Nelly bot can’t solve all the problems though. If you have a complex issue it may not be able to handle it — you’ll need to contact the actual live agent at SWISS call center.

To access the SWISS webchat and talk to a live agent, visit the airline’s website.

For security reasons, live chat agents cannot proces sensitive payment information. To make purchases (like ticket changes or additional baggage), you’ll be redirected to a secure payment portal or advised to call SWISS directly.

Feedback: How to file a formal complaint?

To formally lodge a complaint with SWISS, begin by using the carrier’s designated feedback channels. Retain all pertinent documents — boarding passes, receipts, tickets, and email correspondences — as they may be needed to support your case.

SWISS does not provide an email address that could be used to send a feedback or compalints. To file a formal complaint, you can use the online form on the swiss.com website. Remember to include the necessary details, clearly stating the nature of your complaint. SWISS will reply to your complaint within a few working days.

For direct, pesonal assistance, passengers wishing to share their feedback or discuss encountered issues can speak to a representative by dialing +41 43 547 9919.

If your complaint isn’t addressed satisfactorily, you may escalate it by writing a detailed letter outlining your complaint and the resolution you seek. Send it to this postal address:


Swiss International Air Lines
Customer Feedback Services
P.O. Box 8010 Zurich

If all else fails, email the CEO. Write a polite complaint email briefly explaining your situation and kindly requesting their assistance. While the CEO may not personally respond, their team usually takes prompt action. Often, the outcome can be even better than what you had hoped for. Use services like Hunter.io or Spokeo to find the email address of the SWISS CEO.

Premium hotline
for Miles & More members

Miles & More, SWISS‘s loyalty program provides dedicated phone number for members, with shorter waiting times than the standard hotline. If you are a Miles & More member with Frequent Traveller, Senator, HON Circle status, you can dial +001 803 852 6562 to reach frequent flyer program (FFP) customer service in Switzerland.

Dedicated customer service for the Miles & More FFP can assist you with verifying your reward point balance, making flight reservations, processing the flight redemption and upgrades, or just addressing any queries you might have about the loyalty program.

SWISS doesn’t offer a dedicated email address for Miles & More customer care.

If you find yourself already at the airport, consider seeking aid from an airline agent at the SWISS lounge. Their team is often capable of addressing same-day issues or can offer you a direct airport line, bypassing the queue. However, ensure you’re eligible for lounge access beforehand, as it’s generally reserved for top-tier frequent flyer members.

Contacting SWISS on social media

Getting phone help from SWISS often means long waits. So here’s our advice: before calling the helpline, try to get a quick fix by contacting them via social media — Facebook, Twitter. Many travelers are reporting that they get a faster response there. Most large airlines have teams of social media specialists; in our experience, it’s the easiest way to resolve an issue.

Craft a concise and polite message explaining your issue or inquiry. Include relevant details like your booking reference or flight information. If you don’t hear back within a reasonable timeframe, send a follow-up message.

Use this trick to contact the airline faster: mention @FlySWISS in a tweet about your issue. SWISS team will often notice it immediately and provide an answer. It’s a method we recommend if your issue is particularly urgent.

Contact the airline faster: (Swiss Twitter)

FAQ

What is the hotline response time?

The average wait time for SWISS representatives is between 5 and 50 minutes — depending on when you're calling. However, when the airline gets hit with an unprecedented wave of calls amid mass cancellations, you should be prepared for much longer waiting times.

Like most airlines, SWISS employs a certain number of staff in its hotline — sufficient to serve customers under standard conditions. If these conditions change (sudden flight delays and cancellations, peak travel times such as school holidays, etc.), the airline usually allocates more resources to customer service to address the increased demand.

Where can I find SWISS service desk at the airport?

SWISS houses its main service desk at Zurich Airport ZRH in Zürich, Switzerland. The airport serves as the primary hub airport for the carrier, coordinating the lion's share of its flight operations. The SWISS representatives at this airport desk provide comprehensive customer service for passengers: booking changes, refunds, upgrading flights, special assistance requests, etc.

Not all airports serviced by SWISS maintain its help desks. Their presence depends on the airline's scale of operations, airport size, and arrangements with other airlines. Smaller airports with sparse SWISS flights or those primarily catering to regional traffic may lack a dedicated service desk.

If you’re flying with the Swiss carrier and aren’t sure whether there will be a service desk at the departure airport, check the airline’s and the airport's websites. Alternatively, contact customer service for the most up-to-date information.

Missed SWISS flight contact number

If you think you're going to miss a flight, call SWISS immediately at +41 43 547 9919. The sooner your airline knows that you'll be late, the more options it has to fix it. SWISS often charges you for a new ticket if you miss a flight, but there are important exceptions. To find out if you qualify, you need to act fast. Calling the airline ASAP can significantly increase your chances of getting rebooked on the next flight at no additional charge.

How to request a callback from SWISS?

SWISS does not provide a callback option. However, you can still potentially get an airline representative to call you back:

  1. Try to initiate contact by reaching out to SWISS through the channels they offer — email, live chat, social media, or the hotline.
  2. Clearly state that you would prefer to be contacted by a phone call (callback)
  3. Briefly explain your issue or question; include your phone number and the best times to reach you.
  4. Follow up: if you don’t get a response within a reasonable timeframe, try reaching out again.

What is SWISS Business Class contact number?

Several airlines offer premium, dedicated phone lines exclusively for their Business Class passengers — recognizing the investment they make when they opt for a higher level of comfort.

However, SWISS does not offer a dedicated phone number for Business Class customers. Instead, they can contact the airline’s general customer service line. Although this might involve some waiting, the airline prioritizes assisting their high-tier customers as quickly as possible.

Should I contact my travel agent instead of CS?

Yes, if you find airline customer care burdensome, you may ask your travel agent for help. An agent can remove all that drama from your booking experience. Good travel agents have dedicated  "air teams" behind them (who have relationships with airlines) and often work via a bigger agency leveraging its robust networks and connections.

When SWISS cancels a flight or makes a change to your itinerary, travel agents have the power to handle this for you on your behalf. They don’t even need to speak to the airline in most cases since they have access to the backend of a booking system and are permitted to make changes to your reservation. Sometimes, they can even “bend” the rules.

The best thing: you’ll typically pay the same price for the flight ticket. Commissions made by agents generally come from the airline side, not the customer side.

What is the location and contact for head office?

SWISS HQ (headquarters, head office, corporate office) serves as the principal business hub for the airline, its center of planning, coordination, and execution. The head office manages most of the airline's national functions, including finance, legal affairs, human resources, and marketing. It is also the central workspace for SWISS's executive team, including the CEO, CFO, and key managerial staff. The headquarters oversees all other offices and branches, which report back to this 'nerve center' of operations.

How to call SWISS from Canada?

Passengers in Canada can contact SWISS by dialing this customer service phone number: +1 833 951 2504.

How to call SWISS from UK?

If you're in UK and need to reach out to SWISS, call its hotline: +44 345 601 0956.

How to call SWISS from India?

To call SWISS from India, dial +1800 102 5838. Follow the voice prompts to get in touch with the correct airline's department or its representative. This line is equipped to handle a range of inquiries — including reservations, flight information, customer service, and more.

What is SWISS reservations phone number?

The main phone number for SWISS reservations is +41 43 547 9919. If you require assistance with your flight ticket, you can also call the airline's regional call center or local ticketing office. Please note that the company may charge an additional fee for reservations made over the phone.

What is SWISS rebooking hotline?

To rebook your flight with SWISS, first review their current conditions and policies, as these occasionally change. Then contact their main call center at +41 43 547 9919.

It's recommended to consult the rebooking with an airline representative as it enables you to discuss changes to your itinerary and explore all available flight options in detail. Be aware that rebooking may incur a fee.

Appendices

Additional contacts. Source: SWISS.

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