I had a flight from Zurich to Terceira booked through Expedia, operated by Edelweiss. The flight was cancelled because of what they described as “organizational restructuring” of the route. Under EU261, they’re supposed to offer rerouting/rebooking, including on other airlines if necessary. There were still available flights to Terceira online, including TAP Air Portugal options, but Edelweiss/Swiss customer service kept insisting that “everything is fully booked.” When I pointed out that the same flights were literally still bookable online, the agent told me that if I booked them myself “they would just get cancelled afterwards anyway.” That made absolutely no sense. I then said I would file a formal complaint because rerouting is my legal right after an airline cancellation. The agent responded by hanging up on me. To make things even more frustrating, calling Swiss customer service is chargeable, so I kept spending money sitting on hold and arguing with agents, with absolutely no resolution or assistance in the end. What makes this even worse is that this is not the first time this year Edelweiss has cancelled one of my trips. Earlier this year they also cancelled my Seattle flight. At this point I honestly don’t know what’s going on with this airline. Has anyone here successfully forced Edelweiss/Swiss to reroute them properly under EU261? Did you escalate through SWISS, the regulator, chargeback, or legal insurance? Would appreciate any advice or similar experiences. submitted by /u/Difficult-Yoghurt-18
Originally posted by u/Difficult-Yoghurt-18 on r/Switzerland