SAS

When we arrived in Paris, our luggage was not there. We checked the GEO tag on our bag and saw that it never left SFO. The lost or delayed baggage counter told us they’d get our luggage and deliver it to us while we were in Paris in 24 hours. We gave them the name of our hotel and their phone number. We let them know that we do not have an international number and that they should contact our hotel with any updates.

Fast forward 72 hours later, and we still do not have the bag and have been calling from the hotel 4x a day. Our hotel even helped us out and called every hour. No one picks up. We gave up on trusting their word and went out of our way to travel back to the airport to pick up our bag that had been in their possession the whole time. Careless and unprofessional is what I’d classify this airline as.

SAS flight number SK503 originating in Copenhagen at 12:35pm on 2 July 2022 flying to Heathrow for transfer to a flight to Houston. Flight left late as pilots debated whether to go on strike. Unfortunately, we did not document when the flight left but it was at least 3 hours later than scheduled. We arrived in Heathrow well after connecting flight had left for Houston. Heathrow was a disaster in that there was only one SAS person to make arrangements for many customers. We were told that SAS would compensate us for night spent in Heathrow. So, we took a taxi to a Holiday Inn that gouged us $1,000 for an average room and had to pay for dinner, breakfast and taxi back to airport. SAS refused to provide any compensation as they hid behind an EU regulation that supposedly says SAS does not have to provide compensation for any delay less than 3 hours. Lessons learned: SAS employees lie, Holiday Inn gouges, get everything in writing along with names of people involved.

SAS has stopped refunding canceled flights. I would recommend to choose another airline if you don’t want to loose money and experience terrible customer service. Been a loyal customer for 25 years.

Waiting 4 months for a refund is not acceptable. Wideroe cancelled a flight and refunded in 2 weeks. Easyjet, the same. To think it is acceptable to cancel flights and keep hold of customers money and only offer vouchers is a disgrace.

I will never fly with this airline due to the poor nature of their customer service. To be honest, treating people like this, I will be surprised if they survive into 2021 anyway!

Professional airline. Did cut down on lounge access and fast track for third party services.
However, if something goes wrong, it’s good to have a solid support framework. SAS does have that.