Edelweiss Air’s cancellation policy offers flexibility based on ticket type, fare rules, and timing, with protections under EU Regulation EC261/2004 for eligible flights and U.S. DOT regulations for U.S.-related travel. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy: You can cancel your flight within 24 hours of booking without fees and receive a full refund to the original payment method, provided the departure is at least seven days (168 hours) away.
- Bookings made via travel agencies, swiss.com, or other third-party platforms.
- Group bookings (10+ passengers).
- PostFinance customers (must contact Service Center for 24-hour cancellations due to technical limitations).
After 24 Hours:
- Economy Saver Fare: Non-refundable; only airport taxes are refunded after cancellation fees.
- Economy, Economy Flex, Business, Business Flex Fares: Refundable with fees, typically $100–$400 USD (or CHF equivalent), depending on fare type, route, and timing. Cancellations within 7 days of departure may incur higher fees.
- Cancellation Fees: Vary by fare family and local currency (e.g., CHF for European countries). Service fees and credit card charges are non-refundable. Check fare conditions at booking for specific fees.
- No-Show: No refunds are issued for no-shows unless covered by special circumstances with documentation.
Special Circumstances:
- Airline-Canceled Flights: If Edelweiss cancels your flight, you’re entitled to:
- A full refund to the original payment method or rebooking on the next available flight at no cost.
- No compensation if rebooked on a flight arriving at a similar time to the original or if the cancellation is due to uncontrollable events.
- Delays: For EU flights delayed 3+ hours, you may receive €250–€600 compensation under EC261, plus care (meals, refreshments, accommodation if overnight). For 5+ hour delays, you can request a refund.
- Overbooking: If denied boarding due to overbooking, you’re entitled to a refund, rebooking, or compensation under EC261 (EU flights) or U.S. DOT rules (U.S. flights).
- Medical or Bereavement: Refunds or fee waivers may be granted for serious illness or death of a passenger or immediate family member with documentation (e.g., medical certificate, death certificate). Contact the Service Center.
- COVID-19 Cancellations: For flights canceled by Edelweiss due to COVID-19, passengers are entitled to a full refund. Non-refundable tickets are also refunded without fees. Avoid accepting vouchers, as cash refunds are your right.
- Extraordinary Circumstances: No compensation for cancellations due to uncontrollable events (e.g., weather, airport incidents), but refunds or rebooking are offered.
How to Cancel:
- Phone: Call the Service Center at +1-877-240-6770. Provide your reservation number. Required for last-minute cancellations (within 4 days) or 24-hour cancellations for PostFinance customers.
- In-Person: Visit an Edelweiss ticket counter or kiosk at the airport for last-minute changes.
- Third-Party Bookings: Contact the travel agency or booking platform (e.g., swiss.com) directly. Edelweiss cannot process these cancellations.
- Refund Form: For airline-canceled flights, submit a refund request via the “My Booking” portal’s refund form.
Refund Process:
- Refunds for eligible cancellations (within 24 hours, airline disruptions, refundable fares) are processed within 7 business days for credit card payments or 20 business days for cash/check payments, to the original payment method. Credit card refunds may take multiple billing cycles to appear.
- Non-refundable fares (e.g., Economy Saver) only refund airport taxes after fees. Fuel, security, and environmental surcharges are non-refundable.
- Refunds for partially used tickets are calculated based on the fare for used segments, minus fees. Refund requests must be made within one year of ticket issuance.
- Submit refund requests to: Edelweiss Air AG, Customer Relations, The Circle 32, P.O. Box, 8058 Zurich Airport, or via the website. Include booking number, ticket number, and supporting documents (e.g., for medical claims).
- Miles-based tickets are non-refundable unless canceled by the airline.
Additional Notes:
- EC261 Protections: Apply to flights departing from EU airports or arriving in the EU on Edelweiss Air. Claims are valid for disruptions within the last 3 years. Non-EU departures (e.g., U.S. to EU) are not covered unless operated by an EU carrier.
- Fare Restrictions: Tickets with mixed fare families apply the most restrictive refund rules. Codeshare flights or itineraries with other airlines may have different policies. Light Fares (no checked baggage) have stricter rules.
- Travel Insurance: Recommended to cover cancellations for personal reasons not covered by the airline.
- Operational Context: Edelweiss, owned by Swiss International Air Lines, operates from Zurich to over 90 destinations. Some flights may be codeshared with SWISS (LX8xxx flight numbers), affecting cancellation processes.
