Scandinavian Airlines (SAS) Customer Service Issues

Dear Sir or Madam, I appreciate the update provided in the email you sent me. Due to the delayed departure of my flight from Gallivare to Stockholm, my transfer time to the next flight from Stockholm to Frankfurt has been reduced to 1 hour and 5 minutes. I am concerned whether this transfer time is sufficient and would like to inquire about changing my connecting flight from Stockholm to Frankfurt to a later departure time of 13:05. I am eager to receive your prompt response. Best regards, J. Kurz

I have been waiting for a wire transfer from SAS since my cancelled flight on February 27, [redacted] in Tampere, Finland. SAS incorrectly put the wrong name on the original wire transfer on March 6, [redacted], causing my bank to deny it. Since then, I have been unable to make progress with SAS. Following the delays due to Covid-19, I received an email on June 9, [redacted] from a different Customer Representative stating that the initial case [redacted] had been closed and referencing a new case number [redacted], with no update on rectifying and resending the $[redacted] EU wire transfer to my bank. I am unsure who to contact at this point to ensure I receive the transfer. The delay has been caused by the error in the original wire transfer name just before the Covid-19 pandemic. I have all relevant documentation. I am unsure which case ID to refer to now. Best regards, R. M. Gibson

Our booking KV4KJH was canceled on June 16, [redacted], and a refund was assured by SAS. However, we have yet to receive the €[redacted].98. Do we need to pursue legal action to reclaim the funds? Please advise before taking that step. Thank you. Frank & Claudia Z. -------------------------------------------------------------------------------------------------------------------------------------------- SAS Customer Service <[redacted]> June 16, [redacted] Dear Mr. Z, We confirm the cancellation of booking KV4KJH and assure you a full refund. Processing times are extended due to high demand. Thank you for your patience and understanding. Best regards, SAS

In January [redacted], I booked SAS flights through Expedia for a trip connecting with a Viking Ocean Cruise in August. Unfortunately, our cruise was canceled in February due to unforeseen circumstances. While Viking has cooperated with a partial refund and future cruise credit, my efforts to cancel the flights with Expedia have been unsuccessful. I will persevere in resolving this matter with Expedia. I have been informed by Expedia that SAS is not offering refunds for our flights, despite the ongoing pandemic. I am skeptical of this information as many airlines have issued refunds for canceled flights during this period. I seek clarification from SAS on their refund policy and hope for a resolution.

Dear all, I wanted to share an update regarding our recent flight experience. Our flights, VDYI9X, from Düsseldorf to Boston scheduled for September 23, [redacted], were canceled, and we opted for a refund, which was confirmed by your team. However, we are now concerned as our return flights from Boston to Düsseldorf, via Copenhagen on October 15/16, [redacted] (SK [redacted] and SK [redacted]) are still open. If these flights proceed as planned, we will be unable to fly back due to the initial cancellation. As we are currently on holiday for the next two weeks, we wish to inform you in advance of our decision to also request a refund for the return journey. Thank you for your attention to this matter. Sincerely, Renate and Eberhard Mirow

I arrived at Newark airport to board my flight with SAS to Denmark, then continuing to Stockholm. I checked in two hard-covered black suitcases, and to my surprise, only one was delivered to me in Stockholm. Given that the flight was not crowded, I am puzzled why only one bag made it to its destination. I have filed a claim but have had no success yet. I am concerned about the missing bag and its contents, particularly for my daughter who needs items for Sweden. The bag missing is described as a black hard-covered with a Swiss emblem. The tag on the bag reads "Michaela Marie Keats", and the baggage claim ticket is SK694837 for the route EWR/CPH/Stockholm Arlanda. I would appreciate any assistance in locating the missing bag.

Our flight from Dublin to Copenhagen on June 8th, [redacted], Flt # [redacted], res code: KYCAE4 was unfortunately affected by the Coronavirus situation, leading to its cancellation. I reached out to SAS to discuss obtaining a refund for the seats I had reserved for Ella Ashcraft (seat 05B) and Valerie Oudaimy (seat 05A). Despite my efforts, as of October 9, [redacted], no refund has been processed, and I have yet to receive any response from SAS. During my call, the representative mentioned forwarding my refund request to the designated department. I am eagerly awaiting the refund for both seats to be credited back to the original form of payment, my credit card.

Upon arriving in Oslo, I discovered that both of the baggages I had checked in were damaged. Unfortunately, when I went to customer service, they were closed as it was already past 12. I have a picture of the damaged items taken inside the airport. One of the bags has a broken zipper that made it open during handling, and the other has a noticeable hole with the brand tag removed. I would be happy to provide more details and additional photos if needed. Thank you in advance for your assistance in addressing this matter.

I recently canceled my ticket because of a misunderstanding with SAS customer service, resulting in a loss of 6,[redacted] Australian Dollars. I believed SAS received financial support, and I was hoping for a certificate for the same amount for future travel. Due to COVID-19, our trips to Denmark were affected, and we planned to fly with SAS. Losing 6,[redacted] AUD in this situation is significant. Here's what occurred: I contacted SAS to cancel my tickets to Denmark, which had not been canceled by SAS yet. Despite my misunderstanding, thinking I could cancel due to the situation in Denmark, they did not want me to cancel. I have tried to address this issue with SAS, but they have not been cooperative. Considering their financial assistance, I believe they should provide a certificate for future travel for me and my family.

Flight from Arlanda to Frankfurt on August 13, [redacted], departure at 17:00 from Arlanda. Canceled by SAS. Booked through weg.de on January 07, [redacted]. Booking ID [redacted], PNR Code: QJL98W/TZSYVE. Passengers: Iris Reichert, Helga Ohlau. Cost: €[redacted].69. Refund of Flight Costs Dear Sir or Madam, I have not received any refund for the above-mentioned flight until today. I have not heard back from WEG.DE despite sending a registered letter. I have also filled out a form twice with SAS, providing all necessary details as the flight was booked through a travel agency. I have been unable to reach SAS via chat despite multiple attempts. I kindly ask for precise instructions on how to proceed to obtain the refund. Eurowings, where I booked another canceled flight, has already refunded me. Why has this not been the case with SAS? Please assist and acknowledge this message. Regards, Iris Reichert. Email: [redacted]

I have a concern regarding a flight refund for a trip to Iceland that was canceled due to COVID-19. I purchased the tickets through Edreams, and they claim that your company refunded them the money in November or December. However, they have not returned the money to me, causing a dispute since March. I am seeking assistance in obtaining proof of the refund to address this matter legally. I can provide the flight details if needed. Thank you for your help. - Victoria V. (ID: [redacted]6J)

Dear Sir/Madam, I wanted to book a flight from Paris to Stockholm today using voucher number [redacted]. The voucher, given to me by my nephew, Patrik B., to visit my ailing father in Sweden, appears to be expired despite stating it is valid until April 24th. Time constraints and challenging circumstances due to the ongoing health situation led to this delay. Could you kindly extend the validity of this voucher? Your assistance would be greatly appreciated. I have attempted to contact you by phone, but it seems that your line is constantly busy. You can reach me at 06 60 94 61 76 or via email at [redacted] Thank you for your understanding and for considering my request. Best regards, Anne S.-L. 06 60 94 61 76

Subject: Complaint Regarding Boarding Refusal for Miss Hayley Driskell on Flight SK528 on 06/06/[redacted] I am seeking advice on the proper procedure for filing a complaint. My 15-year-old daughter, Miss Hayley Driskell, was denied boarding on flight SK528. Regrettably, she faced unprofessional conduct from SAS staff, including intimidation, harassment, and bullying. The staff were disrespectful, laughed at her, ridiculed her, and misused their authority. This treatment left her feeling vulnerable and scared when seeking assistance, as she was ignored and disregarded. The behavior of the SAS staff was unacceptable and should be addressed promptly. I am requesting a full refund for both the outbound and return flights, as well as compensation for the distress caused to my daughter due to this distressing incident. I am deeply disappointed by the conduct of the SAS staff and hope that appropriate action will be taken to prevent such incidents in the future. I have also reported this matter to the British Police for further intervention.

I am experiencing hearing difficulties and prefer written communication. I would like to request a refund for booking KYXX2Q. 1. On April 1, [redacted], I booked NGFQ7A OSL-KKN and paid with my card without any issues. 2. On April 10, I also made the booking KSAUVG BGO-MAN, successfully. 3. Additionally on April 10, I booked KYXX2Q MAN-OSL for two tickets on SK [redacted] on August 11. Both KYXX2Q and KSAUVG were paid together in one transaction by card. 4. I received a notification on May 24 that SK [redacted] was rescheduled to land at 23:50, prompting concerns due to the late arrival time in a foreign city. 5. I attempted to rebook for August 11 on SK [redacted] / SK [redacted] on June 11 but faced issues resulting in the incorrect booking for August 12, which I promptly cancelled without receiving an eticket. 6. Following this, I rebooked for August 11, received the etickets, and encountered no further issues. In total, I have paid £[redacted] due to these circumstances and am requesting a refund of around £[redacted] for the inconvenience. I believe a 10% administration fee deduction for any extra work necessary is fair. The refund can be processed to card ending in ***[redacted]. Thank you for your cooperation.

I have a voucher with the number [redacted] expiring in February [redacted]. When I tried to book using the voucher, I faced issues. I spent about two hours making two calls. The first agent almost finished the booking but was disconnected. The second agent couldn't book due to the return trip having two stops, similar to the original ticket. The suggested solution was to pay for the booking again and request a voucher refund later, after expiration. I was later informed that I must wait until the voucher expires for a refund. This situation is challenging because my husband, aged 92 and in poor health, and I, aged 82, may not be able to travel after February [redacted]. We urgently need the $[redacted].66 voucher refunded. Your prompt assistance is greatly appreciated. Thank you. Sue D Chapman

On Wednesday, July 14th in the late afternoon, we received an email notifying us of the cancellation of our flight SK2904/15JUL from LIS direct to ARN (reference VR934ZB). Shortly after, SAS rebooked us on flights LH1169 and LH0808 via FRA. This change caused us to depart earlier from the Algarve to catch LH1169 at 16:00, and ultimately arrived at ARN 20 minutes later than planned. We were disappointed to be denied entry to the TAP/Star Alliance Lounge at LIS despite being SAS Plus passengers. It is concerning that SAS did not ensure all passenger privileges when rebooking on other Star Alliance airlines. I anticipate receiving appropriate compensation for the inconveniences experienced, which I trust will be reflected in additional EURO bonus points.

I paid over [redacted] GBP for flights to Svalbard, Norway from the UK. The flights got cancelled due to Covid, and I received a voucher with a 12-month expiry for a full refund afterward. However, I have not received the refund yet despite submitting a request and not getting any response or acknowledgment. I've had no luck contacting anyone at SAS Customer Services.

My UEUMVF booking was canceled. I've tried calling SAS and Gotogate (travel agent) for about 2 weeks, but no one can help. The reservation was canceled on July 26, and today is August 9. I don't know where to turn next for assistance to rebook our tickets for new dates. I am feeling stressed and exhausted from all the calls. Being 75 years old, this is causing a lot of strain. Please advise on the steps to rebook our tickets as we just need new dates. Thank you.

Dear GetHuman, Saskia Zörner and Friederike Machur here. We had a trip from Berlin (BER) to Umea (UME) through Stockholm (ARN) planned with SAS Scandinavian Airlines for flights SK2680 and SK26 on 21.08.[redacted], along with a return flight booked with Norwegian Airlines on the 27th. The flights were all booked via Opodo. Unfortunately, flight SK2680 was delayed and then cancelled due to engine issues, preventing us from leaving Berlin. Opodo has confirmed refunds for SK2680 and SK26, but not for the return flights (UME-ARN, ARN-BER). Given the canceled travel plans due to SAS's issues, shouldn't we receive refunds for the return flights as well, as we no longer require them? Best regards, Saskia Zörner & Friederike Machur

Dear Customer Service, I am urgently contacting you regarding a booking issue we have encountered and the unsatisfactory service we have received in trying to resolve it. Our flight reservation for August 26th from Reykjavik to Copenhagen and then Copenhagen to Brussels with flight codes SK6154 and SK1593 has been disrupted. The first leg of the journey was canceled by Icelandair this morning. Despite efforts from Booking.com, the only alternative offered was a flight on August 30th, which is not feasible as all passengers have work obligations on the 27th and need to return home promptly. I have spent the entire day contacting Icelandair, SAS Airlines, and Booking.com seeking a suitable resolution, as outlined in the EU passenger rights (EC261). Unfortunately, no satisfactory alternative has been provided, no explanation given for the cancellation, and no apology offered for the inconvenience caused. We are aware of an available Icelandair flight from Reykjavik to Brussels on August 26th (FI554), and we kindly request to be rebooked on this flight as soon as possible. Please consider this matter with utmost urgency as we need to return home promptly. We kindly request confirmation of any actions taken before noon tomorrow. Failure to do so will result in us exploring alternative options and seeking compensation for the inconvenience. Your prompt attention to this matter is greatly appreciated. Sincerely, JDT Phone: +[redacted]1 / +[redacted]8