5 Key Moves SWISS Is Taking to Steady Summer Operations
As the peak summer travel season begins, Swiss International Air Lines (SWISS) is implementing several measures to stabilize operations and improve punctuality. With up to 430 flights and over 57,000 passengers expected daily, SWISS is preparing for what remains one of the most demanding periods in its annual schedule.
This summer, SWISS faces familiar external pressures, including congested European airspace, weather-related disruptions at Zurich Airport, and wider geopolitical uncertainties. In response, the airline has worked over the past several months to streamline workflows, introduce new roles on the ground, and enhance digital services.
Improving On-Time Performance
SWISS’s on-time performance so far in 2025 stands at 72%, up from 68% during the same period in 2024, and above its 70% target. While that progress is encouraging, the airline acknowledges that maintaining such levels through the summer will be challenging due to high traffic volumes and factors beyond its control.
Chief Operating Officer Oliver Buchhofer notes, “The summer schedule puts heavy demands on our teams, and many of the disruptions – such as weather or airspace restrictions – are outside our direct influence. Still, we’ve taken concrete steps to improve on last year’s results.”
Currently, two-thirds of delays affecting SWISS flights originate from external causes. The airline is aiming to reduce delays within its own control to below 25% of the total by year-end, down from around one-third now.
Building Operational Buffers
To handle disruptions more effectively, SWISS continues to rely on operational “cushions.” These include holding aircraft and crew in reserve and maintaining longer minimum connection times to reduce missed connections. These buffers are designed to provide flexibility during irregular operations, especially in the event of back-to-back disruptions.
“Reserves help us adapt quickly,” says Buchhofer.
“But they’re not limitless. When disruptions last for several days, we need to manage our resources carefully.”
New Ground Coordination Roles
One of the airline’s most visible additions is a team of ten “turnaround managers.” This new role focuses on managing the tight ground handling window between an aircraft’s arrival and departure. By coordinating closely with ground teams, turnaround managers help streamline processes such as unloading, cleaning, refueling, and boarding—reducing delays during peak operating periods.
SWISS has committed a single-digit million-franc annual investment to this initiative.
Strengthening Digital Self-Services
To assist passengers during irregularities, SWISS has updated its app to provide more timely communication and expanded its self-service options. These enhancements allow passengers to rebook themselves during delays or cancellations without waiting for customer service support.
“More passengers expect to handle changes themselves,” says Chief Commercial Officer Heike Birlenbach.
“Our self-service tools help meet that demand, while also reducing pressure on our call centers during busy periods.”
At the same time, SWISS’s customer service teams remain available around the clock to provide assistance where needed.
Continued Investment in Travel Experience
Beyond operational improvements, SWISS has also made targeted upgrades to its service offering, including adjustments to inflight catering and more personalized communication around schedule changes.
“Our goal is to offer a smooth travel experience during the summer season as well,” Birlenbach adds.
“We want our passengers to feel supported, especially when their expectations are high.”
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