We were due to fly with SAS from Heathrow to Oslo for a short city break in mid July. We arrived at the airport early in the morning to find that our flight had just been cancelled. Eventually, we were booked onto a flight much later that day, effectively losing a full day but no explanation of the reason for the cancellation was ever provided. We were given a leaflet explaining our compensation rights.
I contacted SAS and received an e-mail saying they would respond within seven days. That was in July and despite numerous phone calls, e-mails etc, no response has yet been received.
I will be taking legal action against SAS under EU law, but I wanted to share my experience so other passengers knew what kind of airline they are dealing with. Avoid SAS like the plague. Even Ryanair had the common courtesy to respond when a similar situation occurred.
Review by Acquary1 month ago
This is the worst airlines in the world. Arrogant a******es.
Here is my story. We bought a ticket for my 16 year old to fly with a group from CPH to SFO and paid $1600+ for a one way ticket. Then we found out that the person made a mistake and bought a ticket for the next day flight. I only came to know about this two days before the scheduled departure. So I called SAS to see whether my 16 year old can go on STANDBY - the same route one day earlier so my 16 year old can travel with the group. I was told to show up at the terminal and wait till everyone boards - that's ok. Then they said that I need to buy a new ticket to fly in that flight and the cost is $3700 - irrespective of the class (I was basically paying for the privilege of taking the flight). Since it was very urgent, I paid $3700 and got a business class seat even though there were a few vacant economy class seats available.
Living in the US, we complain a lot about airlines and after this experience I will never ever fly SAS. I have travelled to more than 26 countries around and globe and this is the worst airlines - even the budget airline Easyjet was more accommodating.
They are arrogant as*****les. I'd rather take a connecting flight to/from SFO than taking this third rate airlines. Least to say, I will never go to Denmark again.
I spoke to a Danish friend of mine (who lives in Denmark) and the experience is the same. He never flies SAS. SAS shame on you.
Review by Trushank2 months ago
poor experience. got denied boarding, and was rebooked to another flight 9 hours later, without explanation, presumably due to overbooking.
Review by DanielMCurrie Dimevska3 months ago
SAS one of the worst airplane company. Cancelled the flight. Then rebooked after 24 hours. No hotel and any compensations.
AVOID if you want to save money time and all the unacceptable treatments.
Review by Mikiya3 months ago
SAS stole 10% off my weekend. A 1 hour and 20 minutes roundtrip waw-cph-waw with a total of 3 hours and 30 minutes delay. Almost 1 hour more delay than the total travel time.
Review by Chilore Belasco3 months ago
My flight was cancelled about 12 hours before departure. I received no direct notification or information about my options. I hurried to book another flight (same class). SAS refuses to compensate me for the difference between this ticket and the original ticket. SAS also refuses to compensate for the cancellation. I am still waiting for the refund of the original ticket.
Bottom line: Avoid SAS. Who knows when the next group of employees will follow the example of the pilots. If you are affected, your trip will be spoiled and any refund/compensation will have to be dragged out of SAS.
Update 2019-06-01: Still waiting for the refund of my ticket which was booked and paid more than 3 months in advance only to be cancelled on the day of departure (2019-04-26).
Update 2019-06-22: SAS now refused to refund my ticket because it was bought through a ticket agency who on their side will not refund me until they get a refund from SAS. SAS now had my money for more than 5 months without giving me anything but headaches.
Review by Moamed3 months ago
Stay away from sas if u can. Literally the most corrupt flight company u can find.
Refunded tickets worth 4200 DKK
Got barely 400 DKK refunded. because of their shady penalty poilicy.
Review by Deomatie3 months ago
They are really great!
never a delay always on time and staff so friendly. Maybe not the youngest of cabin crew but friendly and helpful.
Review by Dashey3 months ago
Transportation, but not good.
Prices are high and service is average at best.
I fly for work and the frequent flyer options and services are almost entirely useless.
Selected seats are cancelled and move on many flights. Priority boarding is useless because it is impossible to reach the gate through the hoard of passengers waiting to board. The lounges are noisy, busy and have poor WiFi. The miles/points collected are next to worthless - a 1 hour flight gets you a bottle of water on your next flight.
They allow too much carry-on and any passengers boarding last will have no room for their bag.
Flight crews are busy and neither friendly nor unfriendly.
The planes are older but normally clean.
Review by Missl3 months ago
Have flown with SAS many times in the past many years, always good experiences, very reliable
Review by Wibe Derrow3 months ago
because of a strike of their pilots during a week in april/may our flight was finally canceled. but SAS was unreachable by phore or E-mail and their information to their passengers was bad. we had to find actual information on internet and never received any message of SAS during the strike. SAS communicated on their website that cancellation of the flight was permitted with a refund, but the site to do so wat unreachable!
we only received an automatic SMS that we could check-in , even though the strike was still going on...... unbelievable!
the next morning we saw on internet that our flight home was cancelled, but about that, we never received an SMS.
we had to buy an expensive ticket home and we asked EU-claim to get an refund of SAS. we'll never fly with SAS again!
Review by Veela3 months ago
NEVER fly with SAS. My father was on flight SK935 from Copenhagen to San Francisco on June 5. After flying for several hours (as far as Iceland), the plane suddenly turned around and went back to Copenhagen, which, in total, was 5:25 hours for nothing. The crew did not even say anything, not until my father asked why he suddenly saw the plane turning around on the screen. It does not matter that they eventually informed the passengers - such a thing should have been done before the plane even turned around as to respect those that are afraid of flying. He has to wait to the next day to catch another flight, which is not a direct flight, and will lose a holiday he cannot get back and the cost of his hotel, car rental, etc. The worst? Having to go through such a horrible experience. If it had been me I would have been scared to death. None of the passengers were informed of anything, just sent to a line with several other hundred people. That he will only be compensated for the flight and not the horrible experience and what it does to you is insane. Fair enough you turn around for the safety of the passengers, but at least inform them what is happening and what their rights are, etc. Also, the problem would not have happened in the first place if the planes were as they should be. My brother also experienced, on another flight to San Fran, that the crew did not ask people to put their seats into upright positions, not did they collect the trash. The only thing saving the experience is the access to a hotel and food that my farther was given. Otherwise inexcusable.
Review by Chanteile Emoush3 months ago
They damaged my checked in bag and stolen some stuff, reported immediately.
They answered only 37 days later, now they asking a police report about the theft, they never told me this before.
I already provided pictures, invoices and bank details but they asking again...
Really unprofessional customer service, they try everything to avoid compensation
Review by Joyi Bernataviciene4 months ago
I am truly disappointed about recent experience with SAS. I am regular traveler with Diamond card, and usually I travel I travel on Economy Plus for overseas destinations and occasionally I put in a bid for upgrade to Business. I did so for by homebound flight from Newark SK902 to Copenhagen on Friday 7. June. The offer was accepted by SAS on 6. June. When I arrived at Newark, I was told that they that there no longer were a seat for me on Business despite the written agreement on mail, due to change of air craft size, which most likely was decided when the airplane left Scandinavia 10 hours earlier, but the outcome (no seat on business class for me) was newer communicated to me. Despite my status as Diamond customer, the seats were allocated to whom who has paid for business class (which I have by using my points) dis-regardless to your status a frequent flyer. SAS has truly shown it business model – used car dealer – who runs away from agreement and sell the “seat” to a higher, despite that a regular traveler most likely will generate more revenue and profit in the long run. I handed in my Diamond Card to the Station Manager in Newark as I told him – it is useless!
Goodbye SAS – it was fun while it lasted – and hello to Finnair and KLM – look forward to book my next overseas trip on business class with you
Review by Krizzie4 months ago
Tried to sign up for a business program via SAS page to purchase a periodic punch card. The reservation failed and the SAS website reported Error 1000 and made a 5000 EUR reservation on my card.
I tried to resolve this with SAS for weeks, calling them multiple times. I still give 2 stars since the lady on the support line is very nice and does everything to resolve this internally.
Review by Valarmathi5 months ago
(Un)Serious Airlines Services...
I was supposed to fly home from Paris with SAS 28th April. Due to the strike I was rebooked after calling them for hours 26th and 27th with no break through to customer service except when I started spamming their facebook updates with angry messages on the 27th. They rebooked my flight to the 29th and assured that they would pay 250eur pr night hotel and 50eur for food. On the 29th I find out that they messed up the dates and the flight was for 28th so I missed the flight and they rebooked me again this time for 30th. They assured me that they would pay for my additional hotel and food expenses. But guess what they will not do?! They do not want to reimburse me for two days additional stay!!! So again this becomes my problem. If you are considering flying SAS because you have been fooled into thinking that it is a decent company that treats people correctly you need to realize that SAS is in the same category as ryanair seen from the customer perspective. Except that their tickets are way more expensive.
No more SAS for me - only when I’m forced to due to corporate travel. As a single private customer you are of no value to SAS.
Review by Libna6 months ago
Way overpriced. You can get the same level of service by using any other company. Quite old aircraft, not great service and poor food.
Review by Danit Derrow6 months ago
Unfortunately, the last experience with SAS is too negative for me to even consider flying with them again. I didn't feel like this when my flight was canceled (something I had to find out for myself) or the many times I tried to contact for updates about the refund I am owed. But it's now been six weeks, still no money back and I was lied to a couple of weeks back customer service told me I would have my money back in a couple of days. I have always been understanding and respectful when talking to the people working for SAS, knowing that they get their fair share of difficult passangers to deal with during a strike, but I can't understand that it can take this long, that there is so little information/updates and being lied to on the phone.
Review by Steague Thean7 months ago
Beware that the SAS CorporatePoints system seems to be a scam.
SAS conveniently changed the program some months ago, and used that as an excuse that everyone had to redeem their saved money before January 1st 2019.
Since then my wife has spent about 6 hours on the phone trying to book any flight she could think of, but in every case there was some lame reason why it was not possibly to use the points in that particular instance, the last lame excuse, that finally made her throw in the towel, was that the flight was operated by SAS Ireland!!!
It's obvious to anyone that a conscious decision has been made at SAS to get rid of this dept burden, by simply making it impossible for most of their customers to use the points in any way before the deadline.
Many airlines scam people, but I'm surprised to see SAS resort to methods like this; however maybe I'm just naive, because I was also very surprised to see their very low score here at Trustpilot.
Happy New Year
Michael from Denmark
Review by Nadaiah Trafaria7 months ago
Excellent customer service!
Review by Luceseia7 months ago
My employee from my company in Germany and i was in Arlanda airport after a business trip to Stockholm on the 3th of february 2019.
She was supposed to fly with SAS from Stockholm to Hamburg at 1620 and i with Norwegian to Copenhagen at 1710.
There was a lot of snow so they cancelled the SAS flight and the Norwegian flight.
I received a text message from Norwegian that the flight was cancelled and i could get the money refunded for the flight.
SAS did not inform my employee only on the information board that it was cancelled. There were 500 people at the service desk at both airlines so we took a quick decision to rent a car and go to Malmø and by train To Copenhagen and Hamburg.
On the 4th all flights were cancelled to Hamburg due to strike. so my employee could first get to Hamburg on the 5th of february.
So my employee wrote to SAS Customer Service to get the airfare refunded because she did not use the airfare but took an alternative route back to Germany to take care of her job and pick up her dog.
SAS Customer Care refuses to refund the airfare because she had not followed the airlines instructions. HHEELLLOOO she avoided SAS extra costs for 2 nights at a hotel with food in Stockholm because she could think in alternative ways to get back to Germany a take care of her job and her dog.
Think you have bought a commodity but never received it.
SAS is such a cheap airline that does not listen to peoples opinion and thoughts about them. They cannot think out of the box and read what the people are asking for. It is such an arrogant attitude towards not positive feedback. Rules are not only black and white and doing an compromise with the client to satisfy her.
I can only shake my head and not recommend people to fly with SALMON ALWAYS SALMON.
This review is more worth for me to write instead of getting my company´s 166 € back from the airfare with employee did not use because she did not follow the airlines instruction to go to a hotel for the night etc.
But SAS think they are water walkers just because they are owned by the scandinavian goverments.
SAS learn to listen to your clients and do compromises with people who can think by themselves
Review by JonathanZ Betournay7 months ago
This airline served us food with insect flying in my daughters food.
I even logged a complaint expecting a simple apology, they closed my complaint call without acting. I believe they have served so many other people with such unhealthy meals otherwise they would have responded to my complaint if it was a genuine mistake
Review by KMWt Rathscheck8 months ago
They could be perfect.... But SAS is just weird. After booking we wanted to upgrade but that was impossible to change classes, they have a bidding system. And ONLY that way you get into premium and business class, but they set minimum price that was crazy high so we refused to pay that much. We left at nine in the morning for 10½ hour flight to Miami. So we just had finished breakfast before entering the plane, as most others did. After about 1 hours they start serving.... DINNER!
And not just dinner but the weirdest food ever. It was supposed to be beef stew with mashed potatoes but the beef was in CHOCOLATE sauce and the potatoes terribly spiced.I love chocolate and beef but not together and the mash I could not eat. What a pity because nothing else was served for 6-7 hours. Then a cheese wrap, looking like a truck had driven over it and tasting like cardboard. Return flight we were able to buy an upgrade to business class after a lot of trouble but I must ask for the seating upgrade price we had already paid for (and was no longer need for) back after return, they could not deduct it right away....But both flights were nice on time. Business Class is fine with seating and service and just too expensive to book ahead. It seems that the schedule is based on making it easier for the stewardesses, with no regards for the customer. SAS should try to make life easier for their customers!!!!
Review by Consumerati9 months ago
Very nice when they want you to pay, but slippery and faceless when anything goes wrong. Our experience is like having been handled by pro-hustlers.
Every person we talked to (maybe 5 or 6) could see the obvious, but reply from "customer-care" was a rejection.
Cost us about 7000 DkKr, more than 1000 Us dollar.
SHAME ON SAS FOR THIS TREATMENT
Review by ColetonOfficial9 months ago
Traveling on SAS from Chicago (Chicago O’Hare International) to Copenhagen (SK944 at 10:00 pm), the SAS check-in manager at the Check-in counter in Chicago refused to accept previous payment made online for checked-in luggage. We showed an e-ticket with the payment of 3 suitcases registered and the confirmation of payment for the sector we were traveling, including the payment for three (3) checked-in pieces of luggage. As SAS could not find the payment for the luggage registered in their system, they would not allow the suitcases to be checked in without a fresh payment of 125 USD per suitcase. We had at that point traveled on 3 other airlines as part of the same e-ticket without any problems and with the three suitcases registered and checked-in. SAS stated that the lack of registration of payment could not be an IT system error or human error on the side of SAS without further argumentation! Since the SAS station manager only had time to discuss the matter at the departure gate and only a few (4) minutes before departure, the offer of contacting the online agency for further documentation was not a realistic option. We were asked to pay immediately if we were to have the luggage with us back to Copenhagen or we would have to stay behind in Chicago with our luggage and miss our flight to Copenhagen. The SAS staff came across as ill-mannered, aggressive and unpleasant.