SAS Reviews 1,556

Exceptional poor treatment during/after a scary emergency landing on a canadian military base and 24 hours delay. Communication during and after the event was non-existent, and there were no apologies ever given. Customer service functions have fallen off a cliff after merger with KLM - even finding a number to call is next to impossible, and when you finally get through to someone they can only help with very limited routine tasks. Wait times are extensive (so far waited a month for a reply on a written query). A real shame as I'm stuck with them in Copenhagen

Helsinki → Copenhagen → Billund. Single booking. SAS delayed the first leg, I missed my connection, and arrived 12 hours late at 11:30 the next morning instead of 23:30.

During my overnight stranding in Copenhagen, SAS provided no meals, no drinks, no hotel, and no vouchers. Nothing.

After 9 hours without food or water, I called SAS customer service. The representative confirmed I should eat and drink, implying I'd be reimbursed.
Then I filed my claim.

The SAS claims representative denied all responsibility. Even EU Regulation 261/2004, which legally requires airlines to provide meals, accommodation, and compensation. She wasn't interested. When I pushed for an explanation, she closed the case.

So to summarise SAS policy: "Please eat and drink. But when you ask for reimbursement? Go [insert word] yourself. ATC delay. Not our problem. Case closed."

EU law required SAS to provide meals, refreshments, hotel accommodation, transport to and from the hotel, and €250 compensation. SAS provided empty promises, then a finger.

I have been flying SAS for over 30 years between Sweden and the US. I fly 2-4 times a year. In this time I have never been able to acquire enough points to do anything. Eurobonus is only for people commuting primarily for business on a weekly basis. No other customers matter for this company.

These days they have outsourced their customer service representatives. It is impossible to get through on the telephone and when you do get through, your question is not answered. My wife's bag was completely destroyed along with half of the cloths in the bag. Despite following the instructions given to us and making reports, SAS never compensated us for the damaged property.

SAS has become a budget airline concerned only with the bottom line. Very strange that a service based company would care so little about service.

Avoid this airline like a plague. Lost my luggage and the same happened to a few people on the same flight. They found it but I didn't have any clean clothes for 3 days. They did nothing about it. Absolutely horrendous. The worst airline ever. This company should not exist.

I had a deeply disturbing experience flying with SAS, and I strongly advise anyone with disabilities or mobility issues to avoid this airline (that I was once very happy to fly with being from Sweden and wanting to support a Scandinavian airline).

Upon boarding, which was very rushed because the flight was delayed for unknown reasons, my almost 70 year old mother was ordered to move from the emergency-exit row — which we would not have had any issue with if it had been explained in a proper and professional manner. My mother was recovering from leg surgery after a broken leg, and using a small support crutch. She was already a bit anxious since it was her first flight after a few months of scary health issues. The staff completely failed in basic communication around this, and instead spoke to my mom in a very hostile, stressed manner and when she asked for clarification, she was immediately threatened by a crew member who basically said ”you can either move or you will get off the flight.” This was not assistance; it was intimidation.

Even though I calmly tried to help explain things to my mom I was also treated aggressively and ordered around in an intimidating way. The situation escalated entirely because of the crew’s conduct.
My mother moved fairly immediately after I explained things to her better, but the crews hostile and aggressive conduct continued later on the flight and was escalated by another male crew member. I will spare you more details. She later on ended up in tears and I am only thankful that this did not result in a serious health emergency, as she recently has had several scary health issues. I have never felt so unsafe on a flight in my life and I am a frequent flyer.

Of course we sent a complaint to SAS, explaining the series of events in great detail. Their response, over 6 weeks later, was even more concerning. They were completely dismissive, refused to take responsibility, and sent two sloppy, contradictory lines saying “there are two sides of the story” with zero explanation what they mean by this, while also claiming the crew ”has apologized but do not agree with the complaint.” It showed zero accountability. Written just to avoid any legal obligations, I can only assume. We are of course taking this matter further with relevant authorities. I also strongly urge any passengers with disabilities to read up on the EU regulation 1107/2006, for your own safety when flying.

Based on this experience, I no longer trust SAS to treat vulnerable or mobility-impaired passengers safely or respectfully. Or honestly any passengers whatsoever. Imagine having an actual emergency on a aircraft with this completely unhinged crew? They clearly lack even basic training in how to conduct themselves in a professional manner, and how to act in accordance with regulations when it comes to mobility impaired customers. I truly hope no one will be subjected to similar treatment in the future. Not sure what is happening with this airline.

In conclusion, I strongly recommend choosing another airline if you or someone you’re traveling with needs any kind of assistance. Needless to say I personally will never be flying with SAS again. Looking forward to my next flight with All Nippon who I’ve had wonderful experiences with.

I was booked for Bergen via Oslo by the travel agent, but opted to pay extra for a check-in bag. On 28th November checked in for the two flights . At Heathrow I asked the girl at SAS counter whether I could take it on board instead and was told "Yeah that's fine" - even though my boarding pass said, "NO HAND BAGGAGE". She double-checked this with her supervisor who told me to "ignore it". I asked for his name just in case but was told that wasn't necessary.

Blow me down when I was boarding the second flight to Bergen in Oslo I was stopped by a suave but cold officious gentleman who said, "It says on your boarding pass no hand baggage. You have to pay extra if you want to take that on board." When I explained that I had already paid for a check-in bag and been told to ignore this message in London, his reply was a snotty, "That was London. We enforce the rules strictly here." When I asked for it to be check it in then as I had already paid for a checked-in therefore, he said it wasn't possible and that if I didn't cough up the extra 420 NOK I would be kicked off the flight. He was nasty and intimidating, and totally unsympathetic and not the slightest bit interested in listening to what I had to say. I had no choice but to pay up or face being left behind. I was so upset and annoyed I forgot to ask for his name and in fact realised after that he hadn't even given me a receipt for it.

What a horrible experience and totally put me off flying with SAS ever again. If I had not been told to "ignore" the message I would have definitely checked it in.

SAS completely destroyed my Rimowa suitcase — smashed beyond repair — and their customer service keeps pretending not to understand.(Fatema Ujjainwala SAS Customer Service)
Instead of taking responsibility, they repeatedly told me to contact Rimowa for a “repair,” even though the luggage is obviously irreparable and Rimowa has nothing to do with the damage they caused.

Their attitude is unprofessional and dismissive. I’ve now handed everything to my lawyer to proceed legally.

Absolutely not recommended.

update: my rimowa has been refunded by SAS. i needed few emails and at the end they sent me the money. so that's ok!

The worst airline. I booked tickets that ended up being cancelled. They promised that I could move my flight to another date, but when I tried to do it, they refused and asked me to pay extra. A very bad experience.

Beyond Awful Experience. My sister flew with this airline from London Heathrow to Copenhagen and was treated so awfully by the check-in staff (namley, a woman called Gintare) in London. My sisters' flight was booked under her commonly known name by a colleague instead of her legally known name. Instead of handling this in a civil manner and explaining the situation so it could be rectified, my sister was subjected to intimidation (surrounded by multiple members of staff), made to disembark while being shouted out, bullied (laughed at to antagonise her) and spoken to in a manner that was unacceptable.

As members of staff on an airline, you're meant to be polite and handle situations delicately. How can you laugh and giggle like school girls at kicking someone off a flight, instead of doing your best to rectify the issue.

Gintare was aware that she overreacted but instead of trying to fix the issue, she doubled-down and tried to antagnoise my sister into reacting negatively so she could feel vindicted. She is an awful member of staff and needs to be removed. We will be raising a formal complaint directly with the airline as this is unacceptable and incredibly microaggressive behaviour.

If this is the kind of service that SAS offers, I never ever want to patronise the company and will be making other people aware to steer clear.

they are a joke. You need to book a flight first to add pets later. I didn't find that option and contacted customer support who said they don't accept pets on flights going out of the UK. The information is NOWHERE to be found on their website. They did refund the ticket - but not the extras! I wouldn't have booked this in the first place if they were transparent enough... What's the problem informing clients DURING BOOKING PROCESS that this flight has 4 pet places, and this has 0?? Waste of time

customer service does'nt give a shit about your issue. you can reschedule your flight, only through customer service. give you a low refund as well (flex ticket).

This is experience is a new low for airlines. I won't bother boring you with all the details. Flown with them for 30 years +. Ask for refund on 24 hour policy only to be told not applicable since internal flight. That isn't clearly stated on booking. Plus the return was cancelled by them, so I couldn't get back to my car. Try finding a customer complants form or an email address to send a complaint. It simply doesn't exist.

I had one of the most upsetting travel experiences of my life with SAS on 8 December 2025 on a flight from London Heathrow to Copenhagen.

My ticket was booked under the name I am commonly known by, while my passport carries my full legal name. SAS had already been contacted earlier that morning, and a note was placed on the booking confirming the correct name. I checked in successfully, passed security, used the lounge and made my way to the gate without any issues.

At boarding, a staff member named Gintare told me the names did not match. I calmly explained the situation, and she could clearly see on her own screen that my name had already been corrected in the system before departure. Despite this, she refused to let me on the flight, saying she had already “off-boarded” me and that there was nothing she could do — even though the issue had been resolved minutes earlier.

This felt completely unjustified and extremely humiliating.

I was then sent downstairs to collect my bag and waited more than 1 hour and 30 minutes, only to later be told by a manager that I didn’t need to collect my bag at all and should have stayed upstairs. When I returned to the SAS desk, several staff members seemed aware of the situation, and the atmosphere felt hostile and cold. I remained calm the entire time, yet I was spoken to as if I had done something wrong.

At one point, I took a short video of the SAS check-in area (not of any restricted or security zone) for a personal Instagram reel, and Gintare came out from behind the desk, demanded that I delete it immediately and threatened to call security. I deleted it straight away, but the aggression was completely unnecessary and honestly frightening.

In the end, I had to purchase a new ticket for the next flight.
This entire ordeal caused me financial loss, stress, and deep emotional distress.
Even today, as I write this review, I still have a headache from how overwhelming and upsetting the experience was.

I left the airport feeling bullied, disrespected and completely let down by the airline. I have never experienced customer service this unprofessional and hostile, especially as a business-class passenger who followed every instruction and remained calm throughout.

I will be filing an EU261 compensation claim and a formal complaint with SAS.

I would strongly advise others to think twice before flying with SAS if they value respectful treatment and professionalism.

Dont book SAS for your travel.
The worse airline company ever and totally lack of customer service on the ground.
Denied my dauthter to carry her hand bagage without extra charge, even it complied to the specs, according to boardingcard.

See you in court.

I booked a ticket with SAS on September 8 for a trip on October 16. Immediately after booking, I noticed an error in the date and tried to cancel it right away through the app – but received an error message.
I contacted SAS the same day and followed their instructions to submit a refund request (Claim No. 07132490). Despite repeated attempts (9/9, 10/9, 1/10, 12/10), I received no real answers and no help to resolve the issue.
After more than four weeks, I received a standard message stating they could not accommodate my request – without any legal explanation, even though I specifically asked for references to rules and regulations.
Eventually, SAS refunded 680 DKK without any explanation, which is nowhere near the full amount. The trip was scheduled more than a month in the future, and I tried to cancel immediately.
This is the worst customer service I have ever experienced:

No answers to specific questions
Template emails with no substance
Long processing times and misinformation

I will never recommend SAS to anyone.
If SAS wants to make this right, they can contact me directly – but until then, I will share my experience publicly.

The web site is a bit of a scam. You try to buy tickets and then when you pay, web site hangs. So you have to start again. But now the price is 100€ more.

Extremely Disappointed – SAS Failed to Reimburse Me After Diverting My Flight

If I could give zero stars, I would. My family and I were flying from Copenhagen to Newark when SAS diverted the flight to Boston due to severe weather. At the airport, SAS clearly instructed all passengers to book their own hotel, meals, and transportation and assured us that all expenses would be fully reimbursed.

I followed their instructions, submitted every receipt through their official reimbursement portal, and waited patiently. It has now been over two months — no reimbursement, no progress, and only repetitive excuses.

What makes this even worse is that SAS sent me an email with completely incorrect information, mixing up dates and flight numbers, and then tried to reject my valid receipts based on their own mistakes. My receipts were from the exact period we were stranded in Boston because of their diversion.

This experience shows a shocking level of mismanagement, lack of accountability, and disrespect for customers. SAS made a clear promise to reimburse the costs they instructed us to incur — and they have failed to honor it.

I will never trust this airline again, and I strongly advise anyone considering SAS to think twice. If this is how they treat families stranded overnight in another city, imagine what happens when you really need their support. Absolutely unacceptable.

The cabin crews taxi did not show up on time at there hotel this is the poor excuse we were given at the gate. I missed my connecting flight because of this. My arrival time back to the UK was now 20 hours later than originally scheduled causing me to miss work and inflict a loss of earnings. As soon as I arrived home I opened a case on the SAS website uploading all receipts etc as instructed. Over 7 weeks later after chasing this once per week over the last 3 weeks and hearing nothing I received an email from the claims team.
My offer of compensation was 11 GBP yes 11 GBP!! I am still in a state of shock that this is even real just wow!! Obviously I have replied to the email and contacted them by phone explaining I will not be accepting this offer under any circumstance. I will not hold my breath for a quick responce to my reply either and the lady over the phone even laughed at me well i'm not laughing about it!!!trust me. Based on this experience I will never ever use this airline again and I strongly recommend against using it to anyone.

Don’t take SAS ever everyone

Bad customer service. They always take your hand language to checking. Why paying a high price for a BS service. Please everyone, please take Norwegian and not SAS.