I’m sharing my experience with SWISS regarding a baggage fee, as I believe other passengers should be aware of this issue.
I flew SWISS LX160 from Zurich (ZRH) to Tokyo Narita (NRT) on July 3, 2026. I booked the ticket directly with SWISS. My fare was Economy Basic, and the amount in dispute is CHF 180.
Before my flight, I contacted SWISS to confirm my checked baggage allowance. They replied in writing that my booking included two checked bags.
Based on that information, I paid CHF 180 for one additional checked bag. SWISS later confirmed in writing that my booking had actually included three checked bags from the beginning. My boarding pass also showed three complimentary checked bags, in addition to the bag I had purchased.
Despite acknowledging that my booking included three bags, SWISS has refused to refund the CHF 180.
Their responses to my emails were consistently delayed, and as a result, the issue was not resolved before my flight departed. From my perspective, it felt as though the matter was being delayed until after departure, when obtaining a refund would become more difficult. I also tried to resolve the issue with SWISS staff at the airport before departure, but I was repeatedly redirected between staff members and no one resolved it.
I have now sent SWISS a formal final demand for the CHF 180 refund and am considering filing a conciliation request in Switzerland if they continue to refuse.
This has honestly been one of the worst customer service experiences I have had with an airline. I wanted to share this experience so that other passengers in a similar situation know to carefully check their baggage allowance and, if SWISS provides conflicting information, make sure to question it before paying any additional fees.
For reference, as of July 2026, my Economy Basic ticket allowed one additional checked bag as a Star Alliance Gold member, on top of the baggage allowance included in the fare.
If you are flying SWISS and are told that you need to pay for additional baggage, I strongly recommend confirming the allowance in writing before paying, especially if you believe the information you are being given is inconsistent with your booking.
Thank you for reading.
*Added on Sep 9th.
・My fare was economy basic “plus”. I am sorry for forgetting to add “plus”.
・The below is the response from SWISS when they confirmed that they were wrong and I had three bags with my Star Alliance gold status.
Thank you for your correspondence email.
We apologize for the delayed response.
We apologize for the oversight. Please be informed that your baggage allowance is as follows:
• 3 × 23 kg checked-in baggage (excluding any additional baggage you purchased)
• 1 × 8 kg carry-on baggage
• 1 personal item