Scandinavian Airlines System [SAS]
Reviews and Complaints

We had the worst flight experience with sas airline. We flew an sas flight from london to chicago on august 28th 2023, and it was a nightmare. The check-in clerk was horrible. The only luggages we had were 1 13ibs carry-on each, with no personal luggage, so was shocked when told that we had to pay $30 in carry-on fees. We had no choice but agreed. Was even more shocked when she decided to charge us $250 for the same luggages! this airline is outrageous. She didn't even give us the opportunity to take out our medications needed for the trip. Had to travel for 18hrs needing my medications. Lucky to survive it.

I wrote the hq customer service but was told that whenever happened at the airport financially cannot be addressed by them. They had zero compassion for us. I truly believe that most of these issues were racially motivated. Stay away from them.

I am writing to express my deep dissatisfaction and disappointment regarding a recent incident that occurred during my flight with SAS. My journey took place on SK806 from London to Tallinn, with a connecting flight at Oslo.

During the course of the flight, I had a concerning encounter with one of your flight attendants. I am appalled by the level of misinformation provided to me and the lack of care shown towards passengers' needs, particularly those with two children. The incident involves the mishandling of my child's pushchair, and I feel compelled to bring this matter to your attention.

Upon boarding the aircraft in London, I explicitly inquired about the handling of my child's pushchair during the connection at Oslo. The flight attendant assured me that the pushchair would be safely transported all the way to Tallinn, where our journey was set to conclude. Trusting the information given by the airline's representative, I proceeded with my journey without any further concerns.

However, upon arriving in Tallinn, I was shocked and distressed to discover that my child's pushchair was not available. It was only registered till Oslo, contrary to what I was previously assured. The consequences of this misinformation were highly inconvenient, causing significant distress to my two children, especially my youngest, who relies on the pushchair for comfort and mobility.

The flight attendant's dishonesty and lack of regard for the well-being of passengers are simply unacceptable. As a mother traveling alone with two young children, it is crucial that I receive accurate information to ensure a smooth and stress-free journey. I trusted the airline and its staff to handle my concerns professionally, and I am gravely disappointed by the negligence displayed in this instance.

With a SAS ticket, I had a two-part flight from London to Shanghai on October 25, 2022 (booking reference: 5394YS / ticket number (FOGARTY/RICHARD ALAN): 117-[protected]), with a change at Copenhagen. I was aware that there were requirements related to restrictions imposed on travellers by the government of China, meaning that 'tests' for 'covid' ('virus') had to be undertaken in order to travel to China. I had this done in London before travelling. There was no information available anywhere about whether this would be required again in Copenhagen (!), so I asked SAS check-in staff in London: no information available. In Copenhagen, I went directly to ask the SAS staff in the transit lounge: 'they do all that at the gate' (no gate information). I asked the SAS staff again at that transit lounge after four more hours: no information (no gate information). At the gate, I was told that I should have had a 'test' at the airport, and that I could not board the flight.

The SAS website provided a form for requesting compensation, with no facility for stating what had happened. The response was to advise me to take it up with the ticket agency (the ticket agency then said take it up with the airline). After my second attempt with this form, there was no response.

There is no other way to send an email to negotiate this or state my case to SAS (I want their responses in writing, as evidence; my discussion with a staff member at Copenhagen airport elicited little more than a shrug).

Dear Sir/Madem

My parents was visiting me in Norway. They should go back to India on 7th of Oct with flight SK 809 from Oslo airport to London Heathrow with connecting flight Virgin Atlantic airline. They checked in Oslo airport, got boarding pass, but denied to embark the plane. The cause was that they do not has the transit visa of England. It has never been like this before. And nobody told them at the check-in desk. They control their passport there. The result was that we has to by new plane ticket to days after.

Chech in ref. is

QVKIWQ(SK),

DYEHBH(VS)

Booking nr.

VJWJRA

Folks, this is probably one of the worst airlines when it comes to asking for help. If they cancel your flight you're expected to changed your plans around to accommodate their schedule, but if anything happens on your end and you ask for a simple change the response is NO. And they are the most unfriendly of customer service agents, when they actually don't have an answer for you they just start repeating the same irrelevant statement again and again.

Absolutely the very last time I will fly SAS and will make sure to spread the word like wildfire on their abominable C-SAT score.

Because of SAS this trip has now soured and we can't get home for much needed medical help.

Please consider this when you book international travel from the U.S. if you ever need help SAS will leave you behind every time.

Also know that when you call into customer service they have told me that they do not have supervisors and that they have no control over their own ticket bookings unless you book directly through them and not a travel agent. So they are saying you shouldn't book through a travel agent.

Will also be filing a complaint with Star Alliance.

We had a reservation to fly SAS from EWR to OSL on 7/15. The pilot strike began 7/4 and leading up to the cancellation of our flight with only 36 hours notice and subsequently SAS was impossible to communicate with. They offer us no alternative flight and kept bizarre hours for their phone bank (9a-3p EDT). As a result we had to buy a much more expensive flight at the last minute on another airline.

We used the return itinerary on August 1 and promptly filed for a refund through my credit card company because they are consider my “travel agent” and SAS won’t deal with me directly. For a month, Chase has emailed and called (or tried sitting on hold for hours literally) to no avail.

There must be some more effective way to get SAS to help their customers. They do not deserve to operate in the US.

I had a full itinerary from Perth, Australia to Vilnius and return. SAS cancelled my planned scheduled connecting flight on the 5th July and offered a re-route via stockholm which I eventually accepted. SAS had confirmed they initiated this change, which has created the issue in full. My concern with the 2nd re-route, meant that my return flight to Australia was no longer connecting. I was concerned with accepting the full reschedule/re-route as I had no return flight into Perth, only to Singapore. I tried to contact the agent budgetair and airlines to understand the issue with no luck, they blamed each other. I reluctantly confirmed approx 30hrs after the reminder to accept the schedule change, in the hope that the airlines would ensure delivery of the connections. I received an email confirmation of my confirmation to accept the re-route, but there remained no connecting flight to Perth, Australia as per my original booking. I am still unable to confirm my flights to and from Vilnius to this day, 29/6/22 and I am meant to leave in 4 days, and to date all I have is now a flight to Copenhagen. I should have rights to compensation and a full refund if I cant be re-routed immediately. My booking reference is 59JK54. I was issued with an e-ticket.

We checked our one bag in at TPA on May 29, 2022 to our final destination of BGO and were provided a receipt. Unfortunately due to the late departure out of Tampa, we missed our connections from EWR /CPH/BGO. This meant we were also missing our ship's departure. We flew back to SRQ and reported the bag missing. All attempts to submit the SAS forms for lost luggage failed despite trying different browsers. Finally spoke to an SAS rep today to explain our problem and he said he was totally unable to help us. He gave us a number for Bergen SAS Baggage but only got a recording, We left a message but hold out little hope that anyone will bother to call us back. We spent a good deal on our tickets and believe we deserve an answer.

booking MPC3JY

All documentation avaible with me.

Many calls and mail. Had a right to a voucher for my booking and was turned down.

Booking date 01/01/2020

Travel date 17/07/2020

These dates was guideline for refund and i complied, nevertheless i tried to book again on a new date and they said not possible ... I have cancelled the flight...which was not true. I had a right with those dates to postpone, which i did.

Called 3 x 30/03/2020 & 10/06/2020 & 27/07/202 without succes.

Mailed complaint 26/08/2020 and get a reply on 20/10/2020 that it was a double complaint and have deleted it?

Please help on this.

regards

Sylvie Rixhon

I booked a ticket from Copenhagen to Bergen through a travel agency (Flybilet). After some time, I was informed by the travel agency that SAS airline company cancelled the flights due to covid 19 and suggested new flights (with layover and at an inconvenient arrival date for me). I, therefore, applied for a refund to the airline company but the airline only refunded the value of the taxes and not the entire value of the ticket. I made a complaint about not being fully refunded because according to their website and rules they claim that one is entitled to a full refund if a claim is made in 10 days from when one is informed about the change. I made the claim 3 days after being informed about the change. After that, they switch the fault to the travel agency claiming that they informed me a few days later even though in their rules there is no mention of who informs you about the change. I, therefore, claim the refund of the full value of the ticket. Is a service I have not benefited from and the amount was paid in the end to SAS so, SAS is responsible to refund me.

I bought tickets from SAS months before departure. A few weeks before departure I was told that the flight times had been changed from Friday evening to Friday morning.

I have indicated that this is not possible, because one of the passengers is a child. A child must go to school according to Dutch law. SAS suggested to leave 2 days earlier on Wednesday morning. I indicated (for the 2nd time) that this is not possible, because my child has to go to school.

When they refused to offer a solution, I complained. SAS replied that the processing time is 6 to 8 weeks, while I have to fly within 4 weeks.

I have not heard back from them yet.

They claim to be a member of Star Alliance, but they cannot compete with KLM or Turkish Airlines. SAS is really a disgrace to the Star Alliance label.

Be aware- it looks like SAS invented a new type of scam. We were not allowed to board a flight at SFO due to one expired passport and were marked by the airline as "no show", even I double checked and was told by their clerk at SFO counter to "get documents from Embassy, and call SAS to change the tickets".
They even ensured us that change will be without any fee.
After hours on the phone starting next day, and trips SFO counter (which was closed) "to fix error on their side- nothing can be done till they mark it right" we actually got a ticket (big surprise- we talked to customer service to confirm). Unfortunately, 2 days later while we were entering passport data (we received email from SAS to do so for the changed trip), it was giving errors so we called SAS again.
The ticket was gone again due to "no show"- no change, no refund.
We were informed that the new ticket was issued "by error".

We have enough documents to prove that we were at the SFO counter, and we are going to file a lawsuit in California. Please, IM me if you had a similar experience.
If you run into similar situation, I would suggest not to leave the counter without written confirmation that the ticket was canceled/ changed.

Airlinecrefuses to give credit or refund back

I purchased a ticket on SAS recently and after purchasing I needed to change my time of travel. My booking reference is LLLIVU. When I called your airline i was told "I don't have a reservation on this flight" - they told me the transaction must not have gone through.

I purchased another ticket on another airline and now I've returned to the states to find that I did have a ticket and now I need to pay for two tickets. I realize I would have to pay a change fee, but that would have been less than a new ticket.

I am very frustrated - I spent 2 hours on the phone while on business travel and your reservation people did not help. I just spoke to a person who said "sorry - we cannot help you". I will never fly SAS again...

BOOKING REFERENCE QEIRDK
TICKET NUMBER [protected]
FLIGHT NUMBER SK1877
FLIGHT DATE 09/12/2018

We arrived in Copenhagen at approximately 1700 hrs.My luggage never arrived. I went to the SAS office at the airport and was issued a baggage reference number (CPHSK43963) and told to follow the directions. We were leaving Copenhagen on a NCL cruise for 10 days in the Baltic beginning 9/14/2018. I waited to the last minute, 1930 hrs. on 8/13/2018, purchase some replacement clothes. I submitted a bill for $584.17 with all receipts on 10/12/2018. they then notify me that since I didn't respond within 21 days I was ineligible for the refund.
No one at the luggage department told me what I needed to do, nor was I aware of the 21 days. Also, I didn't get home from the cruise until 09/23/2018.
I did not know that there was a time limitation for the refund. In fact, after I got home, the refund was submitted within their @! day requirement. If someone, at the airport, would have given me clear instruction to what was required, I would have done so.

I believe SAS is totally indifferent and cares less. If there is anything you can do, I would greatly appreciate it. Thank you, Marc Rich

To whom it may concern,

On June 1st, I was flying from Sydney, all the way to Vilnius.
The flights were:
Sydney - Singapore
Singapore - Copenhagen
Copenhagen - Vilnius

The last leg of the flight was cancelled and I was redirected with the following:
Copenhagen - Stokholm
Stokholm - Riga
Riga - Vilnius.

I was supposed to land in Vilnius at around 10:30 - 11:00 AM. I have reached home at around 8 PM.
I have filed a compensation request for cancelled flight, however, my claim was denied.
The explanation for cancelled flight was a sudden illness of a crew member. This circumstance was called "extra-ordinary" by the airlines and hence my claim was denied as to their claim:
"A sudden illness of a crew member is as you know nothing we can foresee. Therfore we were not prepared with extra crew and had to cancel the flight."

As the sentence above (quote from their response to me) - the airline was not prepared for managing their capacity under these circumstances.

Whereas, I do agree that a sudden illness of a crew member cannot be predicted by 100%, there are ways to prepare and manage the capacity so that the clients would not, or be merely affected by fluctuation in task force.

I manage a team myself, and I know that people get sick. When people get sick - there are certain activities that management can do to assure flawless execution of services provided. E.g. There are companies who have staff "on call" - in case something unforeseen happens, so these people would be able to show up at work within reasonable amount of time and clients would experience little to no inconvenience.

With the above said, I believe that lack of structure in managing the capacity should not affect my arrival time by 8-9 hours and 2 additional flights.

As it was a very long and tiring journey - I believe that I am entitled to a compensation under European Union directives, and I cannot see "sickness of staff member" as extraordinary circumstance that cannot be managed.

As per advise by SAS ("If you are not satisfied with SAS final decision in this case, you can proceed to the Consumer Complaints Board or to court. SAS will not take any further action in the matter.") - I am failing this complaint.

Respectfully,
Ruta Zabielaite

Case number for complaint: 1424948
Air booking number T5748N

We had booked a flight from Stockholm to Berlin 2018-06-01 which should leave at about 20.15.
We were there in time. About 20 we got the information that our flight was delayed to 21.20. At about 21.00 we got the information the plane had landed, should be cleaned and we should board as soon as possoble and hurry up because we had to leave soon.
At 21.30 the flight was cancelled due to the weather conditions in Europe and we should get a rebooking and if we did not agree should book an alternative ourselves.
Sas could not offer a hotel which we managed to find ourselves. We took a taxi and shoul get a rebooking information soon.
At about 22.00 we got the rebooking to 2018-06-03 !
The trip reason was the birthday party of our daughter on saturday evening, which we were not possible to reach when taking the rebooking.
We booked an other flight to Bremen next morning, than a long trip by train to Berlin, our destination and arrived on saturday evening.
I called sas on saturday and said we would not accept the rebooking so they could sell our places.
Now SAS will not refound our costs because of weather conditions in europe. But i arlanda were fine conditions and in berlin too. The real reason was a problem on an earlier flight (not our problem) and the airport closing time in berlin. I hope you can help.

On the 22nd of October my flight Helsinki-Berlin (via Stockholm) was delayed, causing a re-route via Munich, and arriving 3:30 hours later (see attachments).
I opened a complaint in SAS webpage with case ID 1302732, but they denied my issue, without giving any proof.

According to EU regulation 261/2004 art. 6 a) I am entitled to receive compensation.

Other passengers in my case received compensation so problem 2 is this different treatment.

I demand a fair compensation for the caused trouble, as arriving so late also created problems at destination not being able to use public transport.

Thanks for the help

Pablo Fernandez

I flew Copenhagen to Berlin in August to join a cruise in the Baltic. My luggage was delayed and never arrived until I was back home 22 days after departure. I was called by American Airlines who had my luggage and was told they would not deliver it to me as I did not fly their airline. I drove to the airport to pick up my delayed luggage - 142 miles. SAS refused to pay me mileage for my travel to and from the airport and refused most of my claim citing the Montreal convention and other policy BS. Their customer service sucks, no regard for customer satisfaction when they are the ones that screwed up.

The problem I have with SAS is that they scammed me when I changed the return date for the trip I made in April 2004.
Not only they charged me $600 to adjust the return date by 3days, but they also scammed me by misrepresenting the amount I would have to pay for the whole trip.
To add some detail, I originally paid $1008.71 for the round trip Seattle - copenhagen. Later, 2 weeks before the trip, I changed the return date by 3 days on their website. They displayed all 4 legs of the trip with prices next to them, and the total amount displayed for the trip was $1528.23. So I accepted the change. But what they did, is they charged me the $1528.23 in addition to the $1008.71 I originally paid. When I called them and asked for refund of the original $100.71, they replied that they don't want to refund any money, and that the $1528.23 was in addition to the actually in addition to the $1008.71 I paid.
Total scam: 1) If that was true, then why didn't they show the 4 legs of the trip and the total amount of $2536.94, and present unequivocally that I would have to pay $1528.23 in addition to the $1008.71 I already paid?
2) If they would have made it clear the total cost of the trip would be $2536.94, I clearly wouldn't have accepted the transaction.

I am still fighting with them to refund the $1008.71. I will have to open a lawsuit against them, and prove that their website and communication was insufficient... lots of work, and not sure how it will go. Be aware of this scam if you need to rebook with them.

Second issue is about a window smart phone (approx $500) I forgot in the seat pocket when I got off the airplane in copenhagen. I realized right after I exited the plane, but the information clerk told me that I cannot do anything right then, but that the cleaning crew will find it and then I would recover it the 2nd day. Don't want to get into too many details, but it was a nightmare trying to recover that phone, and in the end I didn't. They were sending me in a circle: SAS rep sent me to the Copenhagen police lost and found, the police sent me to the airport lost & found, and the airport lost and found sent me to the SAS office, and so on. Very hard to talk to anybody at the police lost & found - except 2 times, there was only a robot answering and playing a message in danish. Same with the airport and SAS office. Overall bad experience interacting with the people at SAS, airport and Copenhagen police. They were very unfriendly and unhelpful. I wouldn't visit copenhagen every again, unless forced.