Dear Passengers,
In the event of experiencing a prolonged delay, cancellation, or denied boarding during your travels, we encourage you to first reach out to your airline directly.
The airline has to ensure that your rights, as outlined in EU Regulation 261, are respected and upheld to the fullest extent possible.
Should you feel that your rights have not been adequately addressed by your airline, and if you haven’t received a satisfactory response within a reasonable time frame (maximum of 6 weeks), you have the option to escalate your claim.
Instead of resorting to a claim agency, you can contact the Federal Office of Civil Aviation in Switzerland.
This service is provided to you free of charge, and the office will assist you in understanding and claiming the rights afforded to you under EU Regulation 261.
If you suspect that an airline may have violated your rights as a passenger, you can lodge a complaint with FOCA. We will then ask the airline who operated the flight to respond to the complaint and to send us the necessary documentation so that we can examine the case in detail. In case of an infringement, FOCA could sanction the airline. Although FOCA is unable to enforce compensation payments, our administrative penal proceedings could motivate airlines to make payments to the passengers. If this should not be the case, however, you still have the option of lodging a civil claim with the relevant court.
If you report your case to FOCA, you can be certain that an independent administrative authority will examine it.
Here can you find the link directly to the Federal Office of Civil Aviation: https://www.bazl.admin.ch/bazl/en/home/passagiere/air-passenger-rights.html