We mediate

Our responsibility

We are responsible for

  • Complaints that were booked via a travel agency or tour operator based in Switzerland or the Principality of Liechtenstein.
    Important: These companies must be able to provide proof of customer money protection. You can find detailed information in the "Better safe than sorry" section.
  • Complaints about the Swiss accommodation industry (hotels, parahotels and youth hostels).

We are not responsible for

  • Travel abroad made via travel companies and booking platforms or the service provider with its legal domicile abroad.
  • All flight bookings made directly with the airline (in Switzerland and abroad) or via a foreign booking platform.

If you feel that your rights as a passenger have been violated, you can file a complaint with the FOCA.

  • However, please contact the airline first.
  • If you are not satisfied with the airline's response or do not receive a response within 6 weeks, please complete the FOCA online form.