For anyone departing from a Swiss airport or returning from a third country (not EU, Norway or Iceland) with a Swiss or EU airline, the same passenger rights apply as those in the EU. The National Enforcement Body for Passenger Rights is responsible for ensuring that the rights of passengers are duly complied with. The Federal Office of Civil Aviation (FOCA) monitors compliance with European Regulation (EC) 261/2004. This service is provided free of charge for passengers.
More information about the flight irregularities:
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.
Passengers should always seek to contact the operation carrier before considering other means to seek redress for their rights. We once again draw your attention to the fact that under Article 16 of the Regulation, the national enforcement bodies are responsible as public authorities for enforcing overall compliance with the Regulation. Passengers can address National Enforcement Bodies (in Switzerland BAZL/OFAC/FOCA) in case they have suffered from an infringement of Air Passenger Rights Regulation.
Federal Office of Civil Aviation FOCA
+41 58 465 95 96
(Weekdays from 2.00 to 4.00 pm)
Due to the high load on the infrastructure, we are currently only reachable by telephone to a limited extent.
If you cannot reach us by phone, please contact us by e-mail.