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SWISS customer service: UK phone, chat, complaints and claims

SWISS uses the same Help & Contact tool as Lufthansa: you pick your request and it shows the options for that topic – a UK phone number for booking questions, 24/7 live chat, an AI assistant and online forms for feedback and compensation. Below is what it showed for UK customers when we checked on 10 November 2026.

By the EU261 Flight Delay editorial team Last reviewed: How we write our guides

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In short: UK Service Center: +44 20 7660 4037 (shown for booking topics; hours not stated). Live chat: Service Center agents 24/7; chat assistant Nelly. Complaints: online feedback form. Compensation and expenses: one online application. Escalation: Schlichtung Reise & Verkehr (Germany), as listed by the CAA. Checked 10 November 2026 on swiss.com.

SWISS phone number for the UK

On SWISS’s Help & Contact page (United Kingdom, English), we chose Rebookings and cancellations → Rebook a flight. The last option, “Call to Service Center”, showed:

LineNumberHours and cost
SWISS Service Center (UK)+44 20 7660 4037Not stated; a London 020 number, charged like any UK landline call

SWISS presents the phone as the fallback: “If our online services couldn’t help with your request, our Service Center is here to support.” Some topics may show no phone option at all. Have your 6-character booking code or 13-digit ticket number ready, as the tool asks for it first.

Live chat and the Nelly assistant

  • Live Chat: “Get help from our Service Center agents via Live Chat 24/7.”
  • Chat Assistant Nelly: an automated assistant that answers questions and guides you through next steps; SWISS says route changes should be handled through Nelly. It is also linked as “SWISS Chat Assistant” in the site footer.
  • Manage booking: date and time changes can be made online for one or more passengers.

The tool has separate topics for refunds and compensation, baggage, check-in, accessible travel and Miles & More.

Complaints and EU261/UK261 compensation

Complaints: choose Feedback and other enquiries in the Help & Contact tool, or use the feedback page linked in the footer (the footer’s “Refund” link leads there too). No reply time is published.

Compensation: SWISS uses the Lufthansa Group online compensation application, which covers the fixed compensation and your expenses in one go; you start with your booking details. SWISS is a Swiss airline and Switzerland applies the EU rules, so EU261 covers its flights to and from Switzerland and the EU (€250 / €400 / €600), and UK261 covers flights from the UK (£220 / £350 / £520). More: SWISS delay compensation.

Check your SWISS flight

Two minutes, free, no sign-up.

What happened?Step 1 of 4

What happened to your flight?
Where did you fly from and to?

With a connection, enter your first departure and your final destination – compensation is based on the total distance.

How late did you arrive at your final destination?

What counts is when the aircraft doors opened at your destination – not the departure delay.

When were you told about the cancellation?
When did you arrive on the replacement flight?
Which airline operated the flight?
When was the flight?

How many passengers were on the booking?

1 passenger

Every passenger gets their own compensation, children too. Infants under 2 without their own seat do not count.

  • Free, no sign-up
  • Fee only if successful (35%)
  • AirHelp: Trustpilot 4.5/5

Rather skip the questions? Start a claim with AirHelp straight away

Baggage and refunds

  • Baggage: report a missing or damaged bag at the arrival airport and keep the file reference, then use the Baggage topic in Help & Contact or live chat. Written claims: 7 days for damage, 21 days from delivery for delay – see delayed baggage and damaged luggage.
  • Refunds: use Rebookings and cancellations or Refunds and compensations in the tool. If SWISS cancelled, a cash refund is due within 7 days if you choose it – see flight refund rights.

If SWISS does not pay

SWISS is not in a UK ADR scheme. The CAA lists it under the German arbitration body Schlichtung Reise & Verkehr (söp), which is free for passengers. For flights from the UK you can also contact the CAA – see complaining to the CAA and ADR schemes. For flights from Switzerland or an EU country, the national enforcement body of the departure country is responsible.

The SWISS help pages do not give a postal address for complaints; keep the confirmation emails from the online forms as evidence.

Frequently asked questions

What is the SWISS phone number in the UK?

+44 20 7660 4037. The SWISS Help & Contact tool showed this Service Center number for booking topics on 10 November 2026; it does not state opening hours.

Does SWISS have live chat?

Yes. Service Center agents are available by live chat 24/7, and the automated chat assistant Nelly handles common questions and route changes.

How do I complain to SWISS?

Choose “Feedback and other enquiries” in the Help & Contact tool, or open the feedback page from the site footer. SWISS publishes no complaints email address or reply time, so keep the confirmation of what you sent.

Where can I go if SWISS rejects my claim?

The CAA lists SWISS under the German arbitration body Schlichtung Reise & Verkehr, which is free for passengers. For a flight from the UK you can also contact the CAA; for a flight from Switzerland or the EU, the enforcement body of the departure country.

How do I claim compensation from SWISS?

Use the online compensation application at swiss.com/gb/en/fast-compensation. One application covers compensation and reimbursement of expenses.

The SWISS name belongs to its owner; EU261 Flight Delay is an independent information site and is not affiliated with SWISS. Information only, not legal advice.

Sources

  1. Help & Contact (United Kingdom) – SWISS
  2. Feedback – SWISS
  3. Compensation application – SWISS
  4. Alternative dispute resolution (ADR) – UK Civil Aviation Authority

We check every rule against the sources above. Spotted an error? Tell us – see our editorial policy.