SAS Reviews 

My girlfriend and I had a deeply frustrating experience with SAS after our flight (SK1778) from the Faroe Islands to Copenhagen was canceled. While we were aware of our legal right to compensation under EU Regulation (EC) No 261/2004, claiming it has been far more difficult than expected.

After initially contacting SAS via email, we were directed to an online form. Despite multiple attempts to submit our claim through the form, we were consistently met with errors on their website, preventing us from completing the process. This has been particularly frustrating, as we have been left in limbo without any further communication from SAS.

It seems that SAS is making the process of claiming compensation unnecessarily difficult, likely in an attempt to discourage customers from pursuing their rightful compensation. Despite this, I am not giving up. I have already been in contact with Forbrugerrådet Tænk and will be escalating my claim to the Trafikstyrelsen to ensure that my case is properly handled.

The lack of response, combined with the technical issues, has made what should be a straightforward process unnecessarily complex. We understand that airlines may have to deal with many claims, but it’s unacceptable that basic customer service – such as a functional form and timely communication – is lacking.

While we previously enjoyed flying with SAS, this experience has severely damaged our perception of the airline. We would urge others to be prepared for similar challenges if they find themselves in a similar situation, but rest assured, we will continue pursuing what we are legally entitled to.

I tried to change a refundable and changeable ticket over the chat customer service, as I couldn’t change it online for some reason.

2 customer service agents confirmed that they would change the date and found time slots that allowed me to change without any fare difference…
However never received confirmation or update on my sas profile.

3rd time Elisabeth f. Tells me that the price is now 418 kr and now I also have to call to make the change.
The just complete disregard of how unprofessional and ridiculous the sudden change of price and the fact that I have already been in contact with 2 agents is unbelievable.

And honestly really not about the money, had I been told that I needed to call and pay 418 from the beginning. I probably would have done so immediately and not waste 1,5 hours in line and then re-explaining my problem.

I expressed my disbelief, but meet no understanding from Elisabeth F.

I took 21 flights during the last year with SAS and have 3 more bookings for future travels for work.

But their general treatment of customers is just not okay.

I am not cheap, difficult or demanding outrageous claims.

Attaching our last chat below.

Elizabeth F:

There is no rebooking fee. The fare difference is due to the availability being in a slightly higher class than your original booking.
You:
I understand
But that’s not what they told me
As availability can change pretty quickly, this is the factor which has changed the status for this rebooking.
Both confirmed my booking had been chnager
No extra cost
:)
Okay, you know this is just ridiculous. This is the 3rd time I talk to someone on your chat customer service

Elizabeth F:
Prices change according to availability. If you spoke to an agent who gave you an amount, and then spoke to another agent who gives you a different amount, then this is a standard change.
And now it’s a third solution
Elizabeth F:
I am sorry, I cannot debate the situation, and can only give you information as it is presented to me.
You:
Honestly I’m sure you can appreciate my point of view, being a customer somewhere yourself. We won’t debate

Elizabeth F:
Of course. You are welcome. If there is nothing else I can help you with, please feel free to end this chat. Thank you for contacting SAS, have a great day.
The agent has closed this conversation due to inactivity. To reach us again, just write in the message window.

UPDATE:
I call customer service and get a hold of what seems to be a very young girl. I explain my problem and she now tells me the price is 200 kr.

This time I am on their website myself, and my desired change is actually less than I orginally paid. It is written in black and white, to change outgoing -11 and return -62. So actually they should pay me back for the change...
She tells me that her computer is always accurate and there must be a mistake on the site. I express my distress and that I think it's odd that there are no solutions, if in some rare cases a problem falls outside of her computer system, that there is no supervisor to go to. She clearly does not understand and at this point
I am soo tired and really don't want to talk to any more customer service agents, so I give her my card number to process. She says it is taking abnormally long and puts me on hold while she tries to fix it. 10 min. later she comes back and tells me there is a problem the system and that I need to call back tomorrow when the "back office" is there. Because they need to look at a bug in the system!

The system I was supposed to trust over everything!

Honestly SAS, I don't even blame the young girl. Train your staff better.

In essence, nothing works. At Copenhagen airport, no access to fast track despite having a gold card for Star Alliance which SAS is still a member of. There’s one Lounge, and it is at opposite end of the airport to the gates SAS uses - you’d think in the airline’s home airport they would be better organised. The flight is delayed. Then they announce boarding has started but it took a good half hour to complete as people wait, having you go early to the gate for no apparent reason. Arrive in Brussels, bags on conveyor belt the furthest away. And then the bags are delayed!!! And final straw, after waiting 40 mins for bags, we’re sent to a different belt. This was the most unpleasant, inefficient and unprofessional experience ever for an airline that pretends to be among the big carriers in Europe. They really ought to be able to do better.

We fly with SAS AYT to CPH SK2794
Very bad service, very bad customer service and the crew very rude. They don’t speak nice they don’t want to help. Never again never very bad service

Flight from Heathrow to Denmark 5/8/24 21.00 (delayed) For the first time ever did we experience antisemitism on board. The stewardesse said “ew” when she saw the ticket was bought through an Israeli company. She asked me to put a seatbelt on the baby and I said “sure no problem” she hit me on my hand and said “I can get you thrown of the plane if I want so watch you attitude” terrible and scary young lady. Flight SK1508

The customer service is so bad it made the 7.5 hour delay to my flight seem like the least of my problems.

Always delays

On business class went to the Business Lounge to be told we can’t come in because they haven’t paid there bill. You Have Been Warned

My friend from Reno packed heirlooms, 60 Royal Copenhagen Porcelaine pieces in to 2 big boxes and toke them on a SAS plane to Denmark.

All pieces are intact except 1.

WOW SAS!!!!

You guyes are fantastic and professionel!!

Thank you so much.

SAS customer service is not working for me.
And there are no other way to communicate with them.
I can’t even make them call me.

When the call goes through, it rings once and goes silent.
And after 10-15 sec. It ends the call.

No support - sitting in vacation destination and have tried to reach sas support. Just cuts off.
Thought sas could not sink depression - they could….

Wish I could give 0 stars. When you call customer service they tell you one thing and then after not receiving refund as promised by them (twice) you are told something else by another representative. When questioning this practice, you are told to send a complaint and then they cut you off in the middle of communication and a robot tells you to send in a new complaint. Horrible horrible customer handling and I hope they go bankrupt. Nothing worth saving here.

Lovely experience flying SAS from Oslo to Dublin.
Staff were lovely and the flights were on time.
Highly recommend SAS

I have just had four flights with SAS within a week. Three of them were significant delayed. Does SAS offer any means of compensantion or apologies? Noooo.
The worst part is that is basically "meeting expectations" with modt airlines

We have been using SAS airlines several times/year since three years, both us and our son who lives in Sweden.
In the last booking(two tickets from Copenhagen to Pisa for 16th July 2024) I realized that both tickets were under my husband's name. I called the Help Center: it took the assistant 30 seconds to change the second passenger's name, but I was requested to pay 65 Euros! This is simply a theft. And please do not comment by saying 'It is the informatic system'. I do believe that this is a scandalous practice.
Elisiana Franconi

Always delayed. How is it possible to be delayed in 9 out of 10 flights. Will transfer to Norwegian and Finair. Always on time

I am writing to express my deep disappointment and frustration regarding my recent experience with your airline. I had booked an all-inclusive flight with your airline for a trip to Turkey; however, due to unforeseen circumstances related to visa processing issues, I am unable to obtain a visa for Turkey as all appointments are fully booked for the rest of the year.

Given this situation, I kindly request your assistance in changing my flight tickets to Spain instead of Turkey or providing a refund for the booking. The financial loss I am facing amounts to 5000 krone, and the proposed refund of only 600 krone for two people is inadequate and unfair considering the circumstances.

As a single mother who has meticulously planned this trip for myself and my daughter to enjoy a summer holiday together, the prospect of losing such a significant amount of money is distressing and burdensome. I implore your understanding and empathy in this matter and urge you to consider the gravity of the situation.

I believe that it is within your capacity as a reputable airline to accommodate my request for a change of destination or a full refund to alleviate the financial strain I am currently facing. Your cooperation and support in resolving this issue promptly would be greatly appreciated.

I sincerely hope for a swift and positive resolution to this matter so that I can proceed with our travel plans and create beautiful memories with my daughter as intended.

Thank you for your attention to this urgent matter.

Yours sincerely,

I've flown many different international carriers during my travels and have become accustomed to different cultures of its staff, but I was astoundingly surprised by the terrible service, or lack thereof, on SAS (Scandinavian Airlines) flights. I understand many of the airlines had cutbacks on amenities, but on the SFO-CPH flight, the passengers are handed one bottle of water at the beginning of the flight and a drink with the meal. Everything else will cost extra even if it's a non-alcoholic beverage. Also, the (all male) crew were terribly curt and will express their annoyance if you request anything. I missed the drink cart and asked later for a drink with my meal, and the flight attendant responded, "Why didn't you get a drink when I came by earlier?" When I told him that I was in the bathroom and missed the drink cart, he said, "I have 300 people to take care of, and I can't keep track of the people who missed the drink order," and he proceeded to charge me for the drink. It was an absolutely appalling way to treat a passenger, and on top of all that, my son's seat was broken and would not recline on a 12-hour flight! I will never fly SAS again, and I don't recommend it for anyone else.

I Would like ti thank to Mss.Maria Brium(I dont know if its correct) and Mss.Mille.for their kind help...
As I was traveling by Corendon to Bodrum.JTD 365.

.Thanking You in advance .
I remain.
Enise Tullberg.

My suitcase fell from the cargo compartment, i saw it and made a picture when I was boarding. The suitcase got damaged (cracked and is no longer waterproof). SAS makes almost impossible to get a refund for damages. Besides filling up many forms I have to bring the suitcase for repair MYSELF and get a statement of the price of the repair. Where can I find a repair shop? I don't have time for that. The airline is responsible for our baggage but makes impossible to claim the damages.