Questions and answers

How do I access “My Booking”?

If you booked your flight on flyedelweiss.com, you can access your booking under “My Booking” using your reservation number and your surname. Please enter this information exactly as it appears in the booking confirmation e-mail.

If you booked your trip via SWISS (LX8xxx flight number) or at a travel agency (online or in person), please contact your booking point directly.

I can’t find my reservation number anymore. How can I access my booking confirmation again?

Please contact our Service Center so that we can send you your booking confirmation, which includes your reservation number, again by e-mail.

What changes can I make to my booking and what additional services can I add?

Below you will find an overview of all services that you can implement under “My Booking”. Please contact our Service Center if you selected Germany or Austria as your location during your booking.

• View booking: Yes
• Rebook flight: Yes*
• Cancel flight: Yes*
• Reserve seat: Yes**
• Book excess & additional baggage: No, please book under Edelweiss options
• Register sports baggage: No, please register under Edelweiss options
• Book special meals: No, please book under Edelweiss options
• Update contact details/passenger information: No, please book under Edelweiss options

*Rebookings and cancellations can only be made up via “My Booking” up until 4 days before departure. Please contact our Service Center if you have already commenced your trip or if you are departing within the next 4 days.

**If you rebook your flight, any existing seat reservations cannot be booked in the same step. If you would like to make a seat reservation for the new flight, please revisit your booking in a second step. To cancel and refund the seat reservation for your old flight, please contact our Service Center.

Why are my Edelweiss Options that I reserved or booked after the booking not shown under “My Booking”?

Services (seat reservation, sports baggage, excess or extra baggage as well as special meals) that were added after the flight booking via a channel other than “My Booking” cannot be viewed here (as you then have two or more separate bookings that are not linked to each other). You will find all the information in the respective booking confirmation.

What do I need to know when rebooking via “My Booking”?

Please note that rebookings can be made via “My Booking” up until 4 days before departure. Please contact our Service Center to make last-minute modifications.

If you rebook your flight, the booked Edelweiss Options (sports baggage, excess or extra baggage as well as special meals) selected directly during the booking process will be automatically transferred to the new flights. Options that were booked subsequently via another booking channel are not automatically transferred to the new flight date. Please contact our Service Center for this.

Please note that seat reservations are not automatically transferred from the original booking and you are responsible for changing your seat booking. This is how it works:

1. View booking under “My Booking” and rebook the flight (in this step, it is not possible to make a new seat reservation)
2. Retrieve your booking and book a new seat
3. Please contact our Service Center to cancel and refund the original seat reservation

There is no charge for changing your seat reservation if you reserve a seat at the same or a lower price on the new flight. Fees are not reimbursed if you rebook to another airline, if the seat category you booked is no longer available on the new flight, if you cancel your trip, if you reserved duplicate seats or if you no longer want a seat reservation.

If you would like to rebook a flight that has been cancelled, please contact our Service Center.

What do I need to know when cancelling a flight via “My Booking”?

Cancellations can be made via “My booking” up until 4 days before departure. Please contact our Service Center to make last-minute modifications. If you would like to cancel the booking of a flight that has been cancelled, please contact our Service Centre.

Note for PostFinance customers: For technical reasons, you cannot cancel free of charge via “My Booking” within 24 hours of booking. Please contact our Service Center for this.

How do I get a refund for my booking?

If you make a cancellation via “My Booking”, the amount less the rebooking and cancellation fees will be refunded directly to your original payment method, in accordance with your booked fare conditions.

Please note that with the “Economy Saver” fare, only the airport taxes can be refunded.

If you did not book your seat reservation, sports baggage, excess or extra baggage via “My Booking”, please contact our Service Center for cancellation and refund.

Why can’t I view my booking?

There may be a number of reasons why you may not be able to access your booking. This could be caused by the following problems:

• Technical error
  
• Your booking has already been changed manually by our Service Centre staff
• You did not book your trip via flyedelweiss.com, but via our Service Centre, SWISS (LX8xxx flight number), a travel agency (online or in person) or another booking point. 

This list is not exhaustive. Please contact our Service Center or your relevant booking point if you have problems accessing your booking.

Until when can I change or cancel my booking?

Rebookings and cancellations can only be made via “My Booking” before you start your trip. Please contact our Service Center if you have already commenced your trip.

Rebookings and cancellations can be made via “My Booking” up until 4 days before departure. Please contact our Service Center to make last-minute modifications.

Will I be informed via “My Booking” about any flight changes or cancellations?

You will be proactively informed by Edelweiss or your relevant booking point. When you access your booking under “My Booking”, the current flight status, booking class and updated flight times are displayed.

If you have any questions, please contact our Service Center.