Scandinavian Airlines (SAS) Customer Service Issues

My flight to Europe was changed by SAS and one leg of the trip was eliminated. Instead of flying to Oslo and then to Copenhagen and Wroclaw, I was placed on an earlier direct flight from EWR to Copenhagen. However, my gluten-free meal wasn't transferred, leaving me without food for over 14 hours. The SAS Representative overseeing the flight change either overlooked or disregarded this, causing discomfort during a flight that serves meals. I am requesting a full refund of my ticket due to the inconvenience and lack of food provided on the lengthy journey.

Hello, I am writing to express my dissatisfaction with the delayed connection flight I experienced from Addis Ababa, Ethiopia to Helsinki, Finland, with a layover in Stockholm. I am seeking compensation in accordance with Passenger Rights Regulation (EC) [redacted]/[redacted] due to the following issues: - My flight on March 3 originating from Ethiopia was delayed by 2 hours. - The connecting flight on March 4 from Stockholm to Helsinki experienced a 5-hour delay. - Throughout the delays, there was a lack of support from staff. In Stockholm, no communication services or meal vouchers were provided, and in Ethiopia, only a small amount of water was given. - I had a difficult experience with both Star Airlines, SAS, and Ethiopian Airlines. The Ethiopian crew members were unhelpful and unwilling to assist, especially in light of a fall I experienced at Bole airport with no aid provided despite my need for meet and assistance services listed on my ticket. - Ethiopian Airlines has not responded to my complaint lodged over 3 months ago, contrasting with my hopes for a prompt resolution from SAS. Should further information be required, please contact me via email. I look forward to a satisfactory response from SAS Airlines. Best regards, Kassa

I have carry-on luggage that measures 9.5 x 15 x 22.63 inches based on the manufacturer's specifications. Your carry-on baggage policy states a total limit of 47 inches. My new bag dimensions are 47.08 inches in total (depth x width x length). Will this be a problem since it slightly exceeds the 47-inch limit? I will be traveling from Chicago to Stockholm on September 11, [redacted]. Could you please advise if my luggage meets the criteria for carry-on luggage on this flight? Thank you.

I reached the EWR office on Sunday, September 15. The representative mentioned issues with their phones not working and mentioned the CPH office contacting me regarding my missing bag. Unfortunately, as of September 13, [redacted], the problem remains unresolved, and I have not received any callback from the Newark baggage office of SAS. Our flight from CPH to EWR on September 5, [redacted], lasted 8.5 hours. The crew informed us an hour before landing that none of our bags were on the flight. They stated the bags would be sent on flight number [redacted] and arrive in EWR on September 5. One bag is still missing, with the report number EWRSK40027 and medication I urgently need. Despite multiple attempts, I have not been able to reach anyone at the EWR baggage office at [redacted]. Assistance in locating my bag would be greatly appreciated. Thank you.

Hello, I rescheduled a flight from Brussels to Oslo for Friday, October 25th to Thursday, October 24th using the SAS app. Unfortunately, I discovered the new flight was indirect and would arrive in Oslo too late due to a layover in Stockholm. I tried to change it back right away but was unable to do so on the app and had to contact customer service. They were helpful and changed the flight to a direct one but wanted to charge me another rebooking fee, which I find unfair since I called within minutes of the initial change. I believe this goes against the 24-hour flexible booking policy stated on their website. I kindly request a refund of one rebooking fee for reservation UMLFG2. Looking forward to your response. Best regards, Ben

Hello, I am reaching out regarding our recent flight from Oslo to Stuttgart with a layover in Copenhagen on the 2nd of November. Unfortunately, upon arrival, we noticed that one of our bags did not make it to Stuttgart. While two out of the four bags eventually arrived after a delay, my sister's bag is still missing. Despite our efforts and inquiries, the exact whereabouts of the bag remain unknown. According to SAS Ground Handling in Oslo, the bag was loaded onto flight SK1467 to Copenhagen but did not make it onto flight SK655 to Stuttgart. We have been in touch with the airport in Stuttgart multiple times, but the bag has yet to surface. They have informed us that after 5 days, SAS should assist in the search as well. The missing bag has the tag SK216455, and the reference number for worldtracer is STRSK14698. It is a dark blue Kempa sports bag with wheels and a retractable handle. Inside are various winter clothes including a pink and grey ski jacket, winter boots with a leopard print, knitted sweaters, and baby shoes with a moose design. Any assistance in locating this bag would be greatly appreciated. Thank you, Anna K.

I flew in yesterday from Stockholm with flight PNR SLY847 to Trondheim, but unfortunately, my luggage didn't make it on the same flight. I was informed that it would arrive on a night flight and be delivered this morning, but it's still not here. Despite numerous calls and emails, I haven't received a response. According to the tracking system, my baggage is currently in Oslo, leaving me puzzled about when it will reach me. Inside, I have essential medication that I urgently require.

I have a flight booked from Pensacola, FL to Berlin, Germany with layovers in Ft. Lauderdale and Oslo. My flight from Ft. Lauderdale to Oslo is delayed by 2 hours, now departing at 8:51 pm instead of 6 pm. My SAS flight is at 10:50 am in Olso. My booking reference is P35SUM for SK [redacted]. I'm trying to reach SAS but have been on hold for hours. I kindly request a rebooking on the earliest available flight to Berlin due to this delay. Your prompt assistance in this matter is highly appreciated. Thank you.

I have been comparing Opodo and SAS. It wasn't clear on Opodo's website that SAS includes a checked bag, so I ended up paying for one unnecessarily. I would like a refund for this. Despite spending 45 minutes on the phone with an Opodo agent who promised to email me detailed charges and updated flight information, I have yet to receive any clarification. I am feeling frustrated after dealing with this all week. The agent also mentioned not seeing a €17 insurance charge on my account, which I also paid. Can you please provide clarification and respond promptly? Thank you. - Martha C. Lady Opodo Ref. [redacted] SAS Ref. P6K9OQ (#SK565)

I have been attempting to reach customer service for two hours now. I requested call backs twice but did not receive them, and I have been on hold for 53 minutes. The first time I called, I was told I was the 6th caller in line and would speak to someone in 3 minutes. However, the next two times I called, I was informed I was the 10th caller and would speak to someone in 6 minutes. It would be beneficial to have a live chat option or something similar as I am unsure if anyone is available to answer calls.

Dear SAS Management, I have been a loyal customer of SAS for the past 25 years and hold Lifetime Gold and Diamond membership in the Eurobonus program under number [redacted]70. Recently, I encountered a frustrating experience with your Eurobonus support staff. On December 20, [redacted], I booked a trip to Alicante for three people using only Eurobonus points. After speaking with an agent on January 7, [redacted], I was mistakenly informed of the cancellation policy. This led me to purchase additional tickets on another airline. When I called on January 8, [redacted], to cancel my Alicante trip, I was given conflicting information about the cancellation fees and points deduction, resulting in unexpected charges. I am reaching out to share my disappointment and kindly request a review of this situation for a resolution. Best regards, Tomas Kuta Senior Vice President Sales Volvo Construction Equipment [redacted] Jinjing Road, Pudong Shanghai [redacted], China Mobile Sweden: +46 70 [redacted] Mobile China: +86 [redacted]1 Email: [redacted] Website: www.volvogroup.com

Dear Sir, Madame, I am writing to share my recent experience flying with SAS Airlines. On December 26, [redacted], my friend Mateo Corrales and I were scheduled to fly from Paris to St. Petersburg via Stockholm. Unfortunately, we encountered a visa issue in Stockholm and were unable to continue our journey to St. Petersburg. After seeking assistance from the SAS representative office at Stockholm airport, we were informed that our return tickets to Paris via Copenhagen would remain valid. Based on this information, we decided to reapply for a visa to St. Petersburg. My friend received the visa on December 29, [redacted], and we purchased tickets to St. Petersburg for the next day. Upon arrival in St. Petersburg, we were informed that our tickets were not valid for the journey to Paris via Copenhagen. SAS arranged for us to fly directly to Paris the next day free of charge, but we incurred additional expenses and inconvenience. We are requesting compensation totaling [redacted] euros to cover taxi fees, ticket costs to St. Petersburg, and a hotel reservation in Copenhagen, as well as compensation for the disruption to our travel plans. Thank you for your attention to this matter.

Hello! I wanted to share a recent experience I had with SAS before Christmas that left me quite dissatisfied. Back in September, I booked tickets to Portugal for myself, my parents, and my boyfriend. Soon after in October, I married my boyfriend and changed my surname. While I had no issues with other flights booked before the name change, I encountered a hurdle with SAS. Changing my surname on the reservation for the flight to Portugal was quick and free of charge. However, for the return flight, I was told I had to purchase a completely new ticket due to one flight being operated by another airline. I was also informed by the call center employee that this was my problem as I had accepted the terms and conditions. This inflexible policy caused me unnecessary stress, especially considering my pregnancy. It seemed unreasonable to have to pay so much just to accommodate a simple name change. Moving forward, I hope SAS can reconsider their policies in such cases. Warm regards, A.N.

I had trouble booking my ticket through your online system. Everything went smoothly until I reached the "Pay now" stage. Once I tried to proceed, the system did not respond and a red flag appeared suggesting I needed to input my state abbreviation again, which I had already done correctly. The representative I spoke with mentioned that I needed to enter my address information in a specific order, starting with the country, but claimed it was impossible to input the info directly. He advised switching from Internet Explorer to Firefox, which I did, but the issue persisted. Ultimately, the rep managed to book the flight without charging the $40/ticket fee. If the rep was accurate about the form-filling process, then your form may be too complex. It should not mandate selecting everything from a drop-down menu, which differs from other websites. When selecting my city, multiple versions of my address appeared, making it impossible to choose just the city. I found the process needlessly challenging, despite the rep's friendly demeanor, his accent was difficult to understand.

I need to cancel ticket JULIDB for my daughter Kathleen Sheehan and Courtney Brody due to travel restrictions from her university. I have been trying to contact SAS for days to cancel the ticket and get a credit. I have been on hold for over 12 hours without success. I was informed by a SAS representative that I could cancel the ticket with a credit valid for one year from booking, minus a change fee. I do not want to cancel online as it may only result in a 5% refund. It seems impossible to reach anyone at SAS before the flight. Due to the poor service and lack of assistance, I am requesting a full refund. I will also contact my credit card provider to dispute the charges. If someone wants to discuss this matter further, please call me at [redacted].

I had a cruise booked with Norwegian Cruise Lines for July 22, [redacted], from Denmark to the Scandinavian countries, but due to the coronavirus situation, I had to cancel it. My priority is my 77-year-old husband who has diabetes, mild COPD, and asthma. With the travel ban to Europe recently announced by the US President and the current health risks, I couldn't risk exposing him to any potential danger. I also need to cancel our flight, Booking#V8F7MN, from Green Bay, Wisconsin, to Copenhagen for July 19-31, [redacted], which I booked through cheaptickets.com. I'm looking for a full refund. Please reach me at [redacted] Thank you for understanding the challenges we are facing. - Caroline Ellis

Dear Sir or Madam, I would like to request assistance regarding my flight booking from Gothenburg to York scheduled for tomorrow, identified as booking reference P6SB49. Unfortunately, due to the current coronavirus situation, I urgently need to cancel my trip. Despite numerous unsuccessful attempts to reach SAS via phone for over two hours, I have not received any support. The website indicates that rebooking is an option, but as my trip was arranged through super saver travel.se, I am unable to process the changes independently. Regrettably, contacting them has also proven fruitless as they redirect rebooking concerns back to the airline. My flight is scheduled for today, March 13. I kindly seek your assistance with the rebooking process. I understand the unusual nature of this request and apologize for any inconvenience caused. Your help and understanding are greatly appreciated. Thank you in advance for your support. Best regards, Sviatlana Shashkova

Hello, Scandinavian Airlines, We recently lodged a claim with Lufthansa under case number [redacted] on 23-03-[redacted]. Lufthansa responded with an email stating that according to EU Regulation [redacted]/04, the operating carrier is responsible for compensating passengers affected by flight disruptions. As our inconvenience stemmed from the Scandinavian Airlines flight SK [redacted] on 10 March [redacted], our claim has been forwarded to Scandinavian Airlines for resolution. We appreciate your prompt attention to this matter and look forward to your assistance in resolving the compensation matter. Thank you, M.B. & M.T.

Booking Ref: T3K4EI My wife and I booked a trip on 26/2/[redacted] with SAS Business Class from Copenhagen to Boston and back for a family wedding. At the time, we were not aware of the coronavirus situation. As we are both 76 years old and considered high risk, we kindly request the cancellation of our trip. Due to our age and health concerns, we no longer wish to undertake long journeys and had only planned this trip for family reasons. We would appreciate a refund for the cancelled tickets. Best regards, Poul S.

I would like to address the issue regarding the cancellation of my flights (Booking No.: NOPZUY) which were booked on May 15th, less than 13 days before the scheduled departure. I do not wish to receive a voucher and expect SAS to arrange alternative flights with another airline for the same dates. SAS must cover the cost of these new flights. I am setting a deadline for resolution by June 1st, after which I will involve my legal team if necessary. Should SAS provide replacement flights on the same dates and close to the original times, I am willing to waive the compensation of €[redacted] per passenger according to EU regulations. However, if suitable flights are not arranged, I will require a refund for the initial flights, the compensation outlined in EU regulations, and any additional expenses incurred from booking new flights after June 2nd. If SAS is able to offer replacement flights on the specified dates (fully arranged and paid for by SAS), this will resolve the matter. Otherwise, I will consider involving PayPal for a refund and my legal representative for further action. Thank you, H.S.