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Scandinavian Airlines SystemsThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
02/18/2025
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We paid for two tickets with SAS and they changed a flight. On their website for cancellations it said we could get a full refund if a flight was changed and hence we requested a refund. Sadly, only 98.00 of the $ 1329.62 refund was credited. When I called about this the person on the phone( after being on hold for 45 minutes) said he saw what I meant and he agreed, but since it was already processed he could not do anything more and then the call was disconnected. I was hoping he was talking with management about refunding since he agreed it should have been fully refunded. Instead I was hung up on which is making it very difficult to get the refund as noted on the form I submitted. Please help! Flight was for *** and *** ******** in March of 2025 leaving ***.Initial Complaint
12/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought airline tickets directly from Scandinavian Airlines Systems for flights from ORF (Norfolk, Virginia, USA) to Warsaw, Poland for both myself (******* ***** *******) and my husband (***** ***** *****) for travel between November 19th, 2024 and December 3rd. 2024. I purchased these tickets on September 27th, 2024 on the SAS website for the cost of $1,100.60. On October 20th, 2024, my grandmother in Poland died. On November 6th, 2024, I contacted the SAS Customer Service line to ask if I could change my existing ticket for a sooner travel date so as to be able to finish coordinating my grandmother's funeral in Poland. I expressed to the agent handling my call that I was needing to change my travel plans because of a death in the family. The agent explained to me that I would be charged for the change in the travel dates, but could request reimbursement from SAS by completing a form on the SAS website. He explained to me where to find the form on the website, changed my dates of travel to November 10th, 2024- November 24th, 2024, and charged me $599.31 per passenger for the change ($1,198.62 in total). Upon returning to the United States, I completed the request for refund form on the SAS website as instructed by the SAS Agent. My claim was denied because I did not fully cancel my tickets. I wrote back to SAS via email to explain that I was not seeking a refund of the original ticket ($1,100.60) but rather just the change fees of $1,198.62. SAS wrote back again to explain that they cannot refund non-cancelled ticket. I called SAS this morning (December 10th, 2024) to ask why the SAS agent who changed my ticket did not tell me to cancel my ticket, and instead changed it for me, charged me and told me to request a refund upon my return if that was incorrect information. SAS responded that he had the wrong information and that they were sorry for that. That they are unable to refund my ticket. Refund Case Number: ********Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Company does not offer even the most basic customer service: - Purchased tickets on 12.9.23 - Needed to cancel, so airline offered 12 months to rebook flights with $200 rebooking fee - Airline does not offer way to transact rebooking online - When calling the airline you, I was waiting in que for 45min to 1 hr only to have the automated answering service hang up on me - When I finally got through to an agent, after 45 minutes of painstaking back and forth, they said that the problem was too complex and therefore they needed the manager to call me back the next day - Problem is that the next day would make my ticket rebooking outside the 12 month window - When i told them this, they just put me on another indefinite hold - after 1 hour they just hung up on me - I recorded the call for evidenceInitial Complaint
12/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The company refused to follow flexible, fair rules on a $16000 ticket. no where on their website does it state you cannot change the origin of a fly yet their refused to do so. Web site doesn't work. **************** is the worst I've ever experienced. The company refuses to help.Initial Complaint
11/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This loophole allows any *** account to be linked to any **** UK account, enabling transfers without validation. Even if *** has compliance measures in place, they are ineffective in detecting fraudulent activity when awards are redeemed directly from passengers *************** agencies across **** are marketing heavily discounted business and first-class tickets on **********. Their process is as follows:A new customer is acquired, and a ******************** account is created for themoften without their knowledge.The agency purchases AMEX UK Membership Rewards points from third-party sellers.The sellers link their AMEX UK accounts to the newly created SAS EuroBonus account and transfer the points.Once the points are converted into SAS EuroBonus miles, the agency redeems them for Korean Air tickets.This process is smooth, highly scalable, and virtually undetectable by SAS EuroBonus or Korean Air.Allowing such abuse undermines the integrity of the program. Loyal frequent flyers of both SAS EuroBonus and Korean Air Skypass face diminished award ticket availability because these agencies use automated tools to secure seats as they become available.Initial Complaint
10/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a flight to *****, *****, for 9/24/24 with ***. I completed the check in online, which included entering my passport information with expiration date 12/01/2024. I immediately received an email FROM *** to check in my carry-on bag free of charge because the flight was fully booked. I took an **** to the airport and upon arrival. I went to the *** window. The *** agent informed me that I was not able to flight because my passport needed to be valid for at least 3 months. I called *** customer service to change my flight, and after trying for over an hour, no one picked up the phone. I had no choice than taking another **** and going home. I called *** customer service the next day and I was able to speak with an agent. THE *** AGENT mentioned that the system shouldnt have had allowed me to complete the check in, and walked me through on how to submit a request for a refund on the *** website, which I did. A week later, I received an email from *** customer service stating that they were not able to give me a refund. So even a *** Agent admitted that the check-in shouldnt have been allowed, yet *** is refusing to take responsibility. Not only I lost what I paid for the ticket, but the money I spent on ****s. WORST COMPANY EVER.Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My baggage on flight ***** from Stockholm to Newark Liberty International Airport on 09/29/2024 was damaged. Upon arrival I complained to the representative of SAS, and she said that I have to file a claim online. I filed the claim (case # ********) on 9/30/2024, waited for the response until 09/18/2024. Then I called SAS customer service, and asked about status of my claim. The customer service representatives said that I had to answer multiple questions sent to me by e-mail on 09/07/2024. I have not received that e-mail, so I asked them to resend their questions. Instead, on 09/22/2024 I received e-mail, where they threatened me that if I do not answer their questions (which I never received), the case would be closed 5 days after that e-mail. On 09/24/2024 I called five times to SAS customer service, but representatives were extremely rude, they repeated that I have to answer questions from e-mail which I never received, and disconnected conversation. When I asked for supervisor, they stated that they do not have supervisors, which I think is lie. I would like to get compensation for damaged luggage, but it looks like SAS does not respect their customers.Initial Complaint
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On September 14, 2024, I booked a trip from Boston to Oslo on SAS. On September 18, 2024, I realized I had selected the wrong itinerary for the outgoing flight and called SAS to change the flight. The SAS agent confirmed the times for the new itinerary and began the payment process. While speaking to the agent, I told her I changed my mind about changing the flights because I could get one-way tickets for a cheaper cost. After I told her I did not want to change the tickets, she changed them anyway and stated that I had to pay the change fee. She only made the change AFTER I told her I would get cheaper tickets elsewhere, which is evidenced by the timing of the emails confirming the change and demanding payment. She refused to undo the change and said that the airline would withhold my tickets unless I paid the fee. To undo the change, she said I would have to pay an additional $200 per ticket to have my original tickets.Initial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We purchased two one-way open-jaw tickets (booking reference ****** and passenger ******** *** at ********************** for ******* departing May 25, 2024 and HEL-EWR departing Nov 21, 2024. For HEL-EWR, we purchased a fully refundable "SAS Go Pro" ticket. We later canceled HEL-EWR and requested a refund of the unused ticket. However, SAS has denied a full refund amount of $408.70 and instead has only refunded $66.60. SAS claims the ticket was recalculated upon refund by policy. However, this policy was not written in the ticket rules, nor was it anywhere in their refund policy. SAS's own Conditions of Carriage and Refund Policy for SAS Go Pro states the ticket is fully refundable and the ticket would be calculated to be no less than the difference between the fare paid ($862.90) and fare used (-$454.20). Therefore, the correct refund amount is $408.70. Additionally, the US Department of Transportation states "Consumers who purchase fully refundable tickets are entitled to a refund when they do not use the purchased ticket to complete their travel." We followed up with SAS about our refund request (case ********* on July 16 and July 23, but SAS has stopped responding. We would like SAS to provide the correct refund amount of $408.70 for the unused ticket from HEL-EWR to the original form of payment.Initial Complaint
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Hello, I purchased fully refundable airfare, but have not received a full refund. The booking reference is NZR62P. If I do not receive the remaining refund, I will file a complaint with the US DOT.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
76 total complaints in the last 3 years.
20 complaints closed in the last 12 months.
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