SAS Scandinavian

Not Verified | We picked SAS without proper investigation which I deeply regret. Overall consistently negative experience on 3 flights during winter holidays: 1) all 3 flights were delayed by at least an hour. Surprisingly in none of the cases the delay caused any reaction from the airline staff, nobody even tried to move quicker, everybody acted as if this is business-as-usual which made it so frustrating. When you have a 45min flight, and it becomes a 2,5 hour struggle, you expect people to do something about it except say on the speaker “yes, we are late, but we’re flying already and there is nothing we can do”. You have to pay for everything during the flight (even on a 2-hour flight between Tromso and Oslo), although the airline doesn’t position itself as a low-cost carrier. We had a connection in Stockholm with a different airline (so we had to check in the luggage again) and the captain casually informed everybody that “due to lack of loading crew we wont be able to unload the luggage, so you might not receive it today”. No way I will ever choose SAS again.

✅ Trip Verified | Helsinki to Copenhagen via Vienna. Our flight being delayed for total of 5 hours SAS offered total of 50 danish crowns of compensation/person and denied any further help to our family with two kids with our connection flight. Next time considering other airlines first before SAS.

✅ Trip Verified | This week, I have already been on SAS flights 3 times, and will be on a 4th Saturday. My first two flights were quite enjoyable. Friendly, attentive staff and a clean plane. However, on my flight today (11/21), from Athens to Copenhagen, I experienced the worst customer service of my life. I was waiting very patiently for the restroom, when a flight attendant, who at this point had not noticed me, went to check to see if the bathroom was open. Upon realizing it was not, she glanced back, saw me waiting and pulled the curtain shut, hitting my face with it (no apology or acknowledgement of wrongdoing). (I also feel that it’s necessary to include that the same flight attendant pulled the curtain in my mother face in a very rude fashion as well.) When the gentleman in front of me left the restroom, she opened the curtain for him to return to his seat. I started towards the bathroom, at this point more confused than upset. The flight attendant proceeded to put her hand in my face, getting within an inch of me, and said “no, wait” and proceeded to go to the restroom herself. I can understand needing to use the restroom. I can understand needing to go before a paying customer if it was time to prepare for landing (which it was not, we were roughly 2 hours into a 3 hour flight). I can understand wanting the curtain shut to maintain privacy for the flight attendants. What I can not understand is the blatant rudeness and mistreatment of a passenger, especially without any signs of remorse. I am nothing short of appalled, I have never seen or experienced such horrific customer service. After my flight home Saturday, I certainly will not consider using, or recommending, SAS ever again.

✅ Trip Verified | Stockholm to Berlin. I am normally a friend of SAS. Flew them across the Atlantic twice this year in Business. Love their long haul business product. I find them nice in economy as well. This time though I was gutted. Next to me was a guy who is in adverts on swedish TV. He seemed like a nice guy. No problems there. The problem was the flight attendant. She got super excited. OK, I get it, nice with celebrities I guess. But this woman completely lost it and totally ignored me. I could not even order water while she offered him free champagne and kept waffling with him. In SAS economy you have to pay for all booze or snacks. So that was bad, but she repeats this on her way back again. For this lady the plane had one passenger. This was bad.

✅ Trip Verified | Newark to Copenhagen. Two fine flights on economy class, CPH to Newark and return. I got there and back again, safe and happy. As economy passenger my expectations are adjusted to the fact, that I get what I pay for. Clean cabin, good roomy seat for economy class, meals and soft drinks included in the fair price, I arrived happy in Newark and when I came back home. Will continue to fly SAS.

✅ Trip Verified | Stockholm to Los Angeles. I've lost my last hope in airlines. I enjoy flying with SAS and have previously never encountered a problem dealing with them, but I had heard rumors about their poor customers service and I couldn't believe how bad it actually was when I now finally had to be in contact with them. I tried rescheduling my ticket yesterday because of personal reasons and had problem after problem to pay for my selected ticket. After multiple tries to pay (including trying 3 different browsers) I finally managed to pay with PayPal (which isn't my preferred way of paying). The money gets debited yet I receive no re-booking confirmation. I cal in to their customer service right away, they say It's no problem and tells me to call back tomorrow If nothing has happened on my booking pages. I call back the day after, they say there's been a problem and that I will get refunded for the payment. I call again since the price went up for my ticket and I want the price I had been debited for, and I get to deal with this incredibly rude guy screaming at me like I was an idiot and trying to overpower me. He yelled things like ''Why didn't you call back immediately?'' and ''This is your damn fault!''. They wasted my time, money and definitely my trust in them. I hope they don't do it to you! Skip the hassle, schedule your tickets right so you don't have to deal with their ridiculous CS incompetence.

✅ Trip Verified | Copenhagen to San Francisco. Awful service. The staff at the check in counter had a very foul mood. The food on the flight was terrible and I was traveling business class. They changed the flight last minute to an old aircraft so the seats were not the best and the tv didn’t work for most passengers. Neither did the WiFi. I would choose any other airline if given a choice.

✅ Trip Verified | Copenhagen to Japan and I can purchase drinks? Are you serious SAS? You hand me some wine since no beer was available anymore, since one drink is free - ok well fine for me.. But with an unfriendliness I have never seen in my life. Thankfully I got a bottle of water on my seat before takeoff. How about you make the space between the seats even smaller? There was no choice in food, everybody gets the same. Never SAS again.

Not Verified | Tokyo to Copenhagen. They announced before the meal that we have choice either fish or chicken, but they put the chicken dish straight to everyone without asking our choice. I asked cabin staff if they have fish as I’m pescatarian, he gave me a fish meal then said “you are lucky.” Beverage and snacks aren’t free, first time ever for long distance flight. One meal on 10hr flight. Entertainment screen was stuck for half of the flight. Honestly, I bought return ticket but I think I’m gonna buy a new ticket for the return with another company. The worst of the worst.

✅ Trip Verified | Stockholm to Frankfurt. Unfortunately SAS and its hub Arlanda airport get only worse. Regarding check-in, long a problem spot for SAS/Star Alliance at Arlanda Terminal 5, it is clear that throughput far exceeds the capacity of the staff/facilities to move customers through. For Star Alliance flights the presence of the self-drop counters continues to serve no function, as they cannot be used for transfers conducted by partner airlines. (Why? A mystery). This yields a situation where 7-8 counters are backed up with a 30 minutes+ queue, bag drop off queues are blended with check-in queues, and self drop off queues stand essentially empty as the system itself precludes their use. This combination provides a tremendous delay. A 5 minute process becomes 40+ owing to poor management and poor implementation of SAS resources, yielding great frustration with SAS and Star Alliance, particularly ironic given how utterly smoothly SAS-partner Lufthansa’s hubs are run. SAS/Arlanda have some serious benchmarking and reorganization to do. How can it be, after so many years, that the situation seems only to get worse, rather than better?