SWISS bookings: changes, cancellations and refunds with Touriyo

Change the flight and the travel dates online in 'Manage my booking' with the booking code and surname (or Travel ID). Depending on the ticket type changes may be free, subject to a fare difference, or restricted; 'a change fee and/or fare difference may apply' (no fee table is published; the fare conditions are in the booking confirmation e-mail under 'Fare conditions'). Origin/destination and passenger names cannot be changed online; online rebooking is possible until 3 hours before departure from Swiss airports; cancel online check-in first; if the new flight costs more you pay the difference. Not changeable online: bookings with other airlines, group bookings, special services (pets, medical equipment, sports equipment), unissued tickets, redemption bookings, tickets whose number does not start with 724. The 'European fare structure' FAQ says Economy Basic and Light add-ons cannot be changed 'because the fare itself cannot be changed'; Economy Flex and Business Flex can be rebooked free on the day of departure to an alternative offered at online check-in if no add-ons were bought. Agency bookings: most can be changed online; otherwise contact the travel agency or the Service Center.

Bookings can be cancelled and refunded online under 'My bookings' (button 'Cancel/refund') up to 2 hours before departure. The refund follows the fare conditions of the ticket (shown in the booking confirmation e-mail, item 'Fare conditions') and goes to the original payment method; an unused refundable ticket is refunded in full including taxes and fees, a partly used ticket pro rata. If you cancel for selected passengers the booking is split. Tickets bought on swiss.com or at a SWISS office are refunded automatically; tickets booked via a travel agency or another third-party portal: 'please get in touch with them'. An alternative refund form exists if self-service and the Service Center did not work. Charges for Economy Basic/Light add-ons (extra bag) are non-refundable and cannot be used for another flight; services included in a fare that you do not use are not refunded. No-show: no refund (see no-show).

Refundable tickets: Per fare conditions in the confirmation e-mail; no public refundability table. Online refunds close 2 hours before departure. Unused ticket: price incl. taxes and fees refunded to the original payment method; used segments: pro rata. Refunds: within 7 days for credit-card purchases and 20 days for cash or check (US Customer Service Plan).

Credits and vouchers: Compensation under EU261 may be paid by bank transfer or, with the passenger's consent, as a voucher; a refund-flight 'voucher' page link exists on the help center.

US Customer Service Plan: a reservation made on swiss.com, via the SWISS Service Center or at a SWISS Ticket Desk can be cancelled free of charge within 24 hours provided it is made one week or more before departure; such cancellations can only be done by the Service Center, a Ticket Desk or on swiss.com. A reservation made via the Service Center or a Ticket Desk can also be held at the quoted fare without payment for 24 hours (same one-week condition).

Carry-on: Short and medium haul: Economy Basic = 1 personal item only (max 40 x 30 x 15 cm); Economy Light, Comfort, Comfort Green and Flex = personal item + 1 carry-on (max 8 kg, 55 x 40 x 23 cm); Business = personal item + 2 carry-ons (8 kg each). Long haul: Economy and Premium Economy = personal item + 1 carry-on; Business and First = personal item + 2 carry-ons. Departing the USA, TSA allows one carry-on plus one personal item. A Basic-fare customer may buy one extra carry-on.

Checked bags: Europe: Economy Basic and Light none; Economy Comfort, Comfort Green and Flex 1 x 23 kg; Business Comfort and Comfort Green 1 x 32 kg; Business Flex 2 x 32 kg. Intercontinental: Economy 1 x 23 kg (none in Light); Premium Economy 2 x 23 kg (1 in Light); Business 2 x 32 kg (1 in Light); First 3 x 32 kg. Max 158 cm (width + height + depth); nothing over 32 kg or 292 cm is accepted.

Fees: Excess baggage per leg and per bag (reference currencies: CHF Switzerland, EUR Europe, USD outside Europe, CAD Canada): overweight OR oversized (>23/32 kg or >158 cm) Europe EUR 50 / USD 70, short-haul intercontinental EUR 100 / USD 125, medium EUR 120 / USD 150, long-haul EUR 150 / USD 175; overweight AND oversized Europe EUR 100 / USD 125, short EUR 200 / USD 240, medium EUR 240 / USD 285, long EUR 300 / USD 350. Additional standard bag bought on swiss.com: Europe EUR 20-35 (USD 30-45), intercontinental EUR 70-85 (USD 85-100) per direction; at check-in Europe EUR 55-65 (USD 70-80), intercontinental EUR 105 (USD 120); a EUR/USD/CHF 5 supplement applies per bag via the Service Center. Full tables on the excess-baggage page.

Name changes are not allowed online or in rebooking; the FAQ says any later name change, including adding names to a ticket, is not allowed once the booking is completed. The help center's 'Name change after booking' topic sends you to the Service Center: 'Please note that only minor corrections can be done, such as fixing misspellings.' Group bookings: free before ticketing; after ticketing CHF 110 / EUR 100 (only up to 72 hours before departure).

SWISS FAQ: for a refundable ticket you will not use, 'please have your sales centre delete the flight segments from your booking in order to prevent a No-show status (no refunds will be made for No-shows)'. Later refund applications use the 'Application for refunds for e-tickets' form.

Minimum 10 passengers travelling together on at least one direction; online group booking requires a billing address in Austria, Belgium, Germany, Liechtenstein or Switzerland; flights operated by Austrian, Discover Airlines, Edelweiss, Lufthansa and SWISS.

Applies to passengers departing from Switzerland or the EU and to passengers arriving in Switzerland or the EU, with a confirmed reservation and check-in by the deadline (45 minutes if none stated). Compensation EUR 250 for flights up to 1,500 km; EUR 400 for 1,500-3,500 km and flights within Europe; EUR 600 over 3,500 km; 50% (EUR 125/200/300) if the alternative flight arrives within 2/3/4 hours of the original arrival. Delay thresholds: 2 h (up to 1,500 km), 3 h (1,500-3,500 km and intra-EU over 1,500 km), 4 h (over 3,500 km) for care services; delay over 5 h: refund of the unused ticket within 7 days. No compensation for extraordinary circumstances or if informed of a cancellation 14 days or more ahead (with exceptions for 14-7 and under 7 days). Downgrade: 30% / 50% / 75% of the segment fare within 7 days. US tickets: US DOT refund rules may also apply.

SWISS sells these fare families, each with its own change, refund and baggage rules:

• Economy Basic (European routes)
• Economy Light
• Economy Comfort / Comfort Green / Comfort Plus
• Economy Flex
• Premium Economy (Light and higher)
• Business Light / Comfort / Comfort Green / Flex
• First

SWISS' loyalty program is Miles & More. Miles and status are managed with SWISS, not with Touriyo.

No dated change notice seen. The US optional-fees page still mentions 'Information on price changes: From 04/18/18 new baggage prices apply.' (old note).

SWISS states: tickets booked via a travel agency or any other third-party portal cannot be refunded by SWISS online - 'please get in touch with them'. Change FAQ: 'please do contact your travel agent or, if you have booked your ticket directly with SWISS, your local service center'. Change page: 'Most bookings made through a travel agency can be changed online. If you need additional assistance, please contact your travel agency or our service centre.' If an agency package (hotel, car) includes the flight, SWISS recommends changing through the agency; after a change on swiss.com the agency sees the new booking but not the new e-ticket, so later changes must be done through SWISS. A corporate travel policy may require changes through the company's agency. Group fares: SWISS group desk, not the agency path.