SWISS SILENCE

A two-hour delayed SWISS flight from Heathrow to Geneva in January was inconvenient and the response from the airline’s customer service was perfunctory. As the delay was under three hours, my request for compensation was denied under regulation EC261/2004 (the EU Air Passenger Rights Regulation that defines rules for compensation to air passengers, in the event of a cancellation or denied boarding). However, a second email from SWISS confused matters by asking for my bank account details, which...