Scandinavian Airlines (SAS) Customer Service Issues

I purchased two tickets using my mother's credit card for a trip to Italy on March 26th. Unfortunately, I need to cancel my flight due to unexpected family issues. I tried calling customer service last night, but they were closed, so I filled out the online form and sent an email. This morning, I received an automated response stating that I would only receive taxes back. I am canceling the flight 7 weeks in advance. As a college student, losing over $1,[redacted] is a significant financial burden for me. While I understand the policy, I am disappointed as I was not aware that only taxes would be refunded. If flight insurance had been offered during the booking process, I would have definitely purchased it. I have spoken with customer service representatives multiple times seeking a refund due to my circumstances. I truly hope for a resolution as this amount is substantial for me.

I accidentally booked flights from Helsinki to Manchester with a stopover in Stockholm at the wrong time. I am hoping to change the flights to depart Helsinki at 14:55 and arrive in Manchester at 17:50 with a 1.25-hour layover in Stockholm Arlanda. The order number is KOGY2I and the booking reference is DYVHTX. The original flights were Helsinki-Stockholm Flight SK701 at 06:15 and Stockholm-Manchester Flight SK2547 at 07:35. I would appreciate any assistance to rectify this mistake as it would greatly impact our trip to Scandinavia. Thank you for your cooperation. Kind regards, Ben.

On July 20th, my flight SK690 from Milano Linate to Stockholm was canceled. I was rebooked on flight AZ312 to Paris but then the SK580 to Stockholm was also canceled. This led to me staying overnight in Paris. The next day, July 21st, I was rebooked on AF1226 to Venice and then supposed to take the SK [redacted] to Stockholm, but AF1226 was delayed. I was then rebooked on SK2696 to Copenhagen and finally on SK1428 to Stockholm, arriving at 00:30 on July 22nd. Unfortunately, my luggage was lost, only to be received with a significant delay on July 25th. I am requesting compensation for all the canceled flights and the delayed luggage. I am eager for a resolution before taking legal action. The online forms provided do not adequately capture the ordeal of this situation where a journey that should have taken 2 hours spanned 3 days. My name is Yang Fan, with booking reference UZL26T.

On August 14th, I purchased two tickets for a flight from San Francisco to Copenhagen for September 15th, [redacted]. The booking reference for the tickets is J9BTA7. Unfortunately, four days later, my husband fell ill with gout and spine problems, leaving him bedridden and unable to travel. We submitted a request along with a doctor's certificate stating his condition to our agency, who then forwarded it to [redacted] Recently, we were informed that we must provide a scan of the official medical documents. The doctor used certified paper with signatures and a national registry number #[redacted]. We are unsure what additional medical documents are required. Could you please clarify what is needed for us to receive a refund for the tickets? Thank you in advance, the Oleyniks.

I lost an item on SAS flight SK944 on September 5, [redacted]. Specifically, one of my gold ball earrings went missing after I arrived at Copenhagen airport at [redacted] hours. Despite contacting SAS ticketing staff for Lost & Found assistance, I was directed to different departments and ultimately an email address at [redacted] After 19 days of no update, I followed up only to receive the same automated response. Thus, I am reaching out to SAS directly to inquire if during the cleaning of flight SK944 from Chicago on September 4 to Copenhagen on September 5, my 8 mm gold ball earring possibly found its way to your attention. Seated in 52B, I am flying back to the US tomorrow through SAS and would appreciate a response. Thank you.

Hello, My name is E. B. On October 2, [redacted], I flew from ARN to YUL, Canada via ZHR on flight SK605. During the flight, we had to return to Arlanda airport due to a technical issue or cabin pressure problem. The flight attendant instructed us to check with the SAS service desk in terminal 5 for rebooking after landing. At the desk, an agent informed me that I had been rebooked on flights SK531 to LHR and AC865 to YUL, assuring me my luggage would follow. Upon arriving in Montreal, my luggage was missing. The airline said it might still be at ARN airport. My luggage is grey, with a yellow spandex cover labeled "No, It's Not Yours," and red and green ribbons on the handles. The luggage tag code is [redacted] SK430365. I kindly request SAS to send my luggage to Montreal if it's still in ARN. I have filed a delayed luggage request but hope SAS can help me with this. Thank you in advance for your assistance.

Subject: Lost Luggage and Flight Rerouting Issues I encountered some challenges during my recent trip booked with SAS. My booking reference was KIZ42I for a flight from Stockholm to Honolulu. Due to a delay on the first flight AC1831 to London, I had to stay overnight in London and was rerouted with Virgin Atlantic. SAS transfer desks issued new tickets, retaining our luggage at the airport. Unfortunately, Virgin Atlantic was unable to locate our luggage, causing significant inconvenience as we arrived in Kona without our belongings. I filed a delayed luggage report with United Airways in Honolulu under the file number HNL62142M. Despite numerous follow-ups, our luggage has yet to be found at Heathrow. This situation has affected our vacation plans, particularly our trekking activities on Big Island and Maui. I believe SAS is accountable for the mishandling of our luggage due to the rerouting miscommunication with the new airline. As we are currently located at Alli Villas unit [redacted] in Kailua-Kona for the next 6 days, prompt assistance in locating and delivering our luggage to Kona is crucial. Sincerely, Tomas

Dear Sirs, I am located in Portugal and was unable to find SAS contact information for Portugal. I had booked a flight for my husband and myself from Brussels to Copenhagen for business, with intentions to return to Lisbon. Unfortunately, due to a general strike in Brussels on February 13, my TAP flight from Lisbon to Brussels had to be canceled along with my meeting in Brussels and subsequent plans. As a result, we will not be able to make our SAS flight SK [redacted] from Brussels to Copenhagen on February 14 (booking reference: OFMT4V). Given these unforeseen events, I kindly request your assistance regarding the potential refund of our expenses or if there is an option to reschedule our tickets for a later date. Thank you for your attention to this matter. Best regards

During my trip from Copenhagen to Bangalore with a layover in Amsterdam, I encountered flight delays that caused me to miss my connecting flight. I had to rebook my travel with multiple airlines. Unfortunately, upon trying to board a connecting flight from Dubai to Bangalore, I was informed my boarding pass was invalid. Despite my efforts, I couldn't locate the SAS counter for assistance. I reached out to AMEX, who aided me in securing a new booking for the following night. AMEX mentioned that SAS would cover my food and accommodations in Dubai. I followed up with SAS for reimbursement, but they directed me to file a claim with Jet Airways. However, when approaching Jet Airways, I was redirected back to SAS. As a result, I am now in the process of submitting a claim for my expenses incurred during the unexpected delay.

I will be flying on LH415 from Washington to Munich on Friday, April 5th. My booking code is MPLUU6. When I flew from Europe to Washington, Lufthansa staff informed me that I could request an upgrade to business class on my return using Eurobonus points by contacting SAS because Lufthansa does not have access to my Eurobonus account. I would appreciate any assistance with this matter. My Eurobonus number is EBS[redacted]29. Thank you, Gunnhild O.

Regarding Booking WPJJVW for the flight from BGO to PRG on 14 March, with two passengers, A. S. and P. S. There were significant issues encountered during the journey that must be addressed. 1. The delay of SK [redacted] caused a missed connection at CPH for SK [redacted] to PRG. Passengers were re-booked on Swiss International flights LX [redacted] and LX [redacted] to reach PRG. 2. Seeking the appropriate compensation for the 6-hour delay at PRG due to the initial flight delay is essential under European airline regulations. Regarding the second issue: 1. Peichen, requiring a wheelchair, faced challenges due to the absence of jet bridges at both BGO and CPH gates. 2. The manual handling of the wheelchair by A. S. resulted in damage and discomfort during boarding and disembarking, with no prior notice for this situation. 3. Peichen seeks compensation for the pain, discomfort, and damage caused by the lack of suitable boarding facilities and rough handling of the wheelchair during the journey.

I need to add two small dogs as in-cabin pets to our existing booking (W7FRFE) within 24 hours. I've tried calling customer service for half an hour with no luck, Messenger is unavailable, and Chat isn't working. I'm worried about meeting the airline's requirements. Appreciate your assistance.

Our flight SAS616 from Copenhagen to Munich got canceled, and we were rebooked on a connecting flight via Aarhus. While traveling to Munich through Aarhus, our flights got delayed, causing us to miss our connecting flight EY6 to Abu Dhabi with Etihad. We had to reschedule our flight to Abu Dhabi for later that night. This situation also affected our onward flight to Brisbane. As elderly passengers requiring wheelchair assistance, the online claim submission process did not work for us. The error message kept appearing, instructing us to contact the administrator via email or phone, which is not readily available when living in Australia. There is no accessible email address provided.

Our SAS616 flight from Copenhagen to Munich got canceled. After being rebooked for a different route through Aarhus, we had delays that caused us to miss our connecting flight to Abu Dhabi with Etihad. This led to further rescheduling for our journey to Brisbane the next day. Despite our efforts to seek compensation online, technical errors prevented us from lodging a claim. The lack of email or phone contact information for the administrator has made communication challenging, especially as we reside in Australia. We are elderly passengers, and I require wheelchair assistance, which added to the complexity of our disrupted travel plans. We hope to receive monetary compensation for the inconvenience, missed connections, and additional expenses incurred.

I am inquiring about locator JTKYGH for Janet English, a premium economy ticket purchase. I experienced an issue with my seating not being confirmed by SAS for the last leg of my flight from EWR to LAX, which is operated by United. United informed me that the ticket was for economy seating only. Despite being assured by a supervisor at LAX that it was indeed premium economy, I am dissatisfied with the discrepancy. A United Customer Service representative mentioned that SAS does not guarantee the same service on partner airlines. However, my concern remains that I paid for premium seating for a transcontinental flight. The treatment of customers in this situation is not acceptable.

After my Newark layover from Stockholm, I missed my initial connection due to the long customs' line. The only alternative was a later United flight to D.C. then to Knoxville on American. Thankfully, United offered a direct flight to Knoxville, so I was rebooked on the direct flight. The manager assured me my baggage would only be loaded onto the correct plane. Worried that an employee might have mistakenly placed it on the original D.C. flight, I hurried through TSA but couldn't reach the gate on time for my flight. Now, my bag could still be in Newark, D.C., or possibly in Alabama's unclaimed baggage area.

The night before our flight, I received a text message notifying me of the cancellation without explanation. Despite attempts to reach SAS by phone, no one answered at 10 pm, and I was still charged. The following morning, I couldn't get through and was hung up on twice before finally receiving a text about a strike, offering reimbursement for booking alternative flights. We booked new flights for £[redacted].69, incurring extra costs due to missed hotel stay. During the return flight, my new suitcase was damaged. SAS indicated they couldn't compensate fully due to efforts made to avoid cancellations. However, I disputed the lack of prior alert regarding the strike and outlined all additional expenses totaling £[redacted].90, seeking a further review for the remaining £[redacted].05. I expressed disappointment at the unresponsive handling of the situation and stated intent to involve legal assistance if the matter isn't resolved satisfactorily this time. I await a thorough response to address these concerns. Thank you, Leanne.

Flying from Napoli to Denver with Lufthansa and SAS, unfortunately, my two checked bags are missing. I filed a lost baggage report at the United desk in Denver. It's been three days, and the bags are still not found. Lufthansa claims the bags made it to Copenhagen, but United has not verified this with SAS. I am struggling to contact SAS and Lufthansa for more details. The luggage was supposed to take the route Napoli-Frankfurt-Copenhagen with Lufthansa, then transfer to SAS for Boston. Upon landing in Boston, the bags were not there, and both SAS and United had no information. Lufthansa's information was scarce as well. If more details are necessary, please let me know. - Ron B.

Dear Annelie Nässen, I have been a loyal SAS customer for nearly 25 years, maintaining a SAS Gold card for about 20 years with a few interruptions. Recently, I transitioned to a Silver membership in July [redacted]. I am interested in the Lifetime Gold card for those who have held Gold status for 10 consecutive years, which I believe I achieved between 1[redacted]. However, I'm uncertain if I qualify under your current rules. Due to my current residence in South America until [redacted] or [redacted], my SAS travel opportunities are limited. Considering this, I may need to concentrate my future travel with an alternative airline. I understand Finnair offers a Lifetime status based on accumulated miles, regardless of time frame, which may be more feasible for me. Your clarification on my eligibility for the Lifetime Gold card will determine where I focus my travel in the next decade. This decision not only affects me but also other colleagues in my team. Could you please advise promptly, as I am planning a vacation trip for my family and myself and wish to book tickets within a week. My SAS card number is [redacted] 77 [redacted] for reference. Thank you for your assistance. Best Regards, Leif Smeds

Upon returning from my SAS flight from Rome to Boston, unfortunately, my baggage did not arrive with me. The baggage was checked through to Boston with the first leg on June 30 on flight [redacted] from Rome to Copenhagen and the second leg on July 1 on flight number [redacted] from Copenhagen to Boston. Despite assurances, my bag was left in Copenhagen as informed by the baggage agent in Boston. The baggage claim ticket number is [redacted] SK [redacted], and the Boston claim number is BOSSK10491. I was informed it would be delivered on Wednesday, July 1 to my home in Gorham, Maine, which did not happen. I have been trying to contact the baggage problem number at [redacted] multiple times but with no success. Any updates on the whereabouts of my bag would be greatly appreciated. I also tried the delayed baggage tracking website without any luck. Currently, I am in Northern Maine reachable at [redacted] until Thursday, July 11, and my email is [redacted] Thank you for your assistance. Stephanie O'Donnell