SAS Scandinavian

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 898 reviews
4/10
3 star Skytrax Rating
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2/10

"do not use SAS airlines"

(Canada)

Not Verified | SAS airline has the worst customer service. I did travel on the middle of May of this year. Few very bad things happened with me and I explained this in my case which I attached in a file and I sent to SAS. Here I am just mention about my luggage is delayed for one day and since that day I was contacting them until I got back to Canada. I did register with their customer service that my luggage is delayed and they record everything and they gave me the paper to prove that and I sent this paper to SAS. I asked the customer service to deliver my luggage to the address that I have, she told me call this number and when your luggage is arrived this evening will let you know. However, I could not stay in airport and I went to my visits place without my luggage. All afternoon and night of that day I tried hundred time to contact them but no one was answered me. Therefore, I came back to Schiphol airport for tomorrow to getting back my luggage. After two hours of investigation I could get my luggage is back and again they gave a paper of that delay and I sent this paper to SAS too. When I got back to Canada, end of May, I sent email to them with all my documents and I explained in detail what happened to me. After one month a person from customer service answered me. He asked me to send them something called (PIR) number and also my bank info to send me back what I spent because of this issue. I told them these are all paper that I have from my travel. After several weeks they sent me another email and they told me this is your clime number. There was no update and I sent another email and again they asked me about PIR number. I told them I do not know what is this but you have all my information and the specific papers of delaying is luggage. However, we exchanged around 12 emails and I have all of them. Last month I sent back another email about is there any new update. Few days ago they sent me an email and told me that your file will be closed because I had to claimed my luggage during 21 days. I shocked and I surprised how this could be happened. I am reviewing my experience to let people to be aware with SAS or do not use SAS airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to Amsterdam
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"No reasons/explanations provided"

(Canada)

Trip Verified | On 18 July we received an email notification about Delay Information as follows: “Flight SK0944 Chicago ORD - Copenhagen CPH 19 Jul, with scheduled time of departure 22:00 is delayed to 11:15, 20 Jul”. No reasons/explanations were provided for the cause of delay. Airline carriers must first inform passengers of the reason in plain language, regardless of whether the situation is in their control or not. The new departure date on July 20 scheduled at 11:15 was further delayed to 12:54 PM CET, arriving 03:31AM CEST, (+1). This causes delayed arrival on final flight destination of more than 14 Hours from the original ticket (contract of carriage) thereby eligible for delayed flight compensation of CAD$1,000 per person x 2. (Per SAS tariffs Rules 85, Schedules D (O) and EU Reg. No 261/2004 Art. 6 (1)(a)(i)(ii)(iii). 2. On 19 July around 7:30PM, at the check-in counter at SAS in Chicago ORD, front desk’s staff confirmed the flight delays but declined to provide specific details/reasons when asked multiple times. Also, no alternative options were offered for another similar flight to reach final destination. However, the front desk’s staff were very patient and helpful in finding us hotel accommodation (to stay for the night 19 July) including meals and transportation to and from the airport per SAS tariff No. 376 (O) Rule 85 Schedule D page 86 & EU Reg 261 Article 9 (1)(a)(b)(c). On 15 August, we filed a request for delayed flight compensation on SAS online form. It was denied the next day 16 August thru email emphasizing that allegedly “BIRDSTRIKE” was the caused of delays which was not mentioned on SAS 18 July delay information email. The airline has to prove this by providing extracts from logbook or incident reports. The air carrier (SAS) should give this evidence to the relevant national enforcement body as well as to the PASSENGERS concerned in line with the national provisions on access to documents. Per phone conversation with SAS customer representative, she verified the cause on record as “BIRDSTRIKE” according to SAS database. She decline to provide further details and flatly turn down request for documents for the alleged incident. Flight Delay Certificate confirmed the flight irregularity but didn’t specify the alleged occurrence of BIRDSTRIKE incident. 3. In contrast to what the front desk staff said when asked about the cause of scheduled flight delays: “It was not delayed. It got cancelled. It has to be called delay only because there’s 2 flights today that have the same flight”.(Conversation audio recorded, 20 July) (FlightAware) 4. Indeed there’s 2 flights scheduled to depart ORD on 20 July (Doc. 4). Called SAS customer service on 17 August (Conversation was audio recorded) to verify the flight information based on our Booking Reference Number. She stressed out that per SAS database, our scheduled flight departed on 19 July Chicago ORD 22:00PM and arrived Copenhagen CPH on 20 July 13:20PM. 5. The actual SAS944 flight departure and arrival as follows: Gate Departure: 12:54PM CDT (20 Jul) ORD Landing Time: 03:31AM CEST (21 Jul) CPH Duration: 07:37 Distance: 4,327 mi (6,963.63 km)
AircraftA333
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Copenhagen
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"ignoring customers concerns"

(Canada)

Trip Verified | We (2 women and 2 kids under 12) travelled by SAS from Newark to Helsinki and back. Upon arrival.to Helsinki on Aug 3 we couldn't get 4 our bags. Submitted PIR. Stayed extra days at hotel till Aug 5 afternoon hoping to get delayed bags. Got just one. On Aug 17 the status of the 3 remaining undelivered bags were LOCATED. On our way back to Toronto we received only 2 located bags. According to the tickets (tags attached to the bags) all 3 received bags were delivered at Helsinki airport on Aug 4. Why they didn't gave us 3 bags on Aug 5, I don't know. Regarding the last (4th remaining undelivered bag) Airpro staff told us that it was in Newark airport completely ruined, cannot be delivered to Helsinki. I looked into world tracing system on Aug 20 After the SAS rep gave us bags - the status of a rigid bag which we already received became from LOCATED to STILL TRYING TO LOCATE. Besides, the blue bag soft fabric that was missing recorded as delivered. I emailed to Airpro Helsinki 4 times, asking to correct an error and find the really missing bag - NO RESPONSE, NONE. Airpro staff in Helsinki is ignoring customers concerns, just shows disrespect.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to Helsinki via Stockholm
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"SAS went above and beyond"

(United States)

Trip Verified | Every flight I had on my trip from Phoenix to Bergen was delayed. However I was able to make each flight. The SAS flight from Heathrow to Oslo was delayed but they held it so passengers from my Denver to Heathrow flight could board. After arriving in Oslo the line for immigration was long and very slow. Since I had a connection to Bergen some other passengers let me skip the line. Got to the gate past departure but luckily it was delayed also so I made the plane. Got to Bergen and no luggage. My airtags showed my bags to be in Copenhagen. I went to SAS baggage claim at around 10pm and reported my missing bags. They issued a claim and when I told them I was going on a cruise they said they would get them to me even if they had to follow the cruise to the next port. To my surprise, my bags were in Bergen by 6 the next morning and delivered to my hotel by noon. SAS went above and beyond to get my bags to me. They are the best.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Bergen Norway via Oslo
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Charged €65 to update a surname

(Switzerland)

Not Verified | Charged €65 by SAS Airlines just to update a surname on a ticket. Another airline made the same change for free. It's disappointing to see such fees for what seems like a minor adjustment. Won't be flying with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"a totally unprofessional manner"

(United Kingdom)

Not Verified |  Our flight early was cancelled via text by SAS at 11pm at night as a result we did not see the text until 3am. We had arranged for transport to the airport at that time but at short notice could not find anyone else to take us to the airport for the later flight we were booked onto. We therefore had to get a taxi to the airport to arrive in time. In Sweden we had pre-booked coach tickets with Flixbus which we then had to change for a coach to coincide with the later flight which incurred another cost. We were invited by SAS to input a claim which we did immediately. They have however have decided that neither of these expenses are genuine and will not re-imbuse the expenses. They have closed the claim and will not now answer out emails and when I spoke to them on the phone they confirmed there was no way for me to escalate this claim. SAS have behaved in a totally unprofessional manner and I would suggest to anyone thinking of booking a flight with them to find another airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Stockholm
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the worst business class"

(United Kingdom)

Trip Verified | Beyond any shadow of a doubt, SAS is the worst business class offering on the planet. On arrival at Keflavik airport, Reykjavik we discovered that despite being a Star Alliance member, SAS passengers are not permitted access to the only other lounge, the Icelandair lounge. Apparently, SAS are unwilling to pay for their passengers, despite us paying a full business class fare. Their A320s are arranged with 3x3 economy seats throughout. Not unusual for European business class short haul but all the others leave their middle seat vacant in business. Not with SAS, every seat in use. Food, such as it was, came in a cardboard box. A salad of either beef or salmon, depending on the route with no choice. Wooden cutlery and a cracker. Overall uncomfortable and highly overcharged for the service given. Only positive note was the cabin crew who were simply too good for the quality of the rest of the offering.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteKeflavik to London via Oslo
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Very disappointing effort"

(United States)

Not Verified | I will never, EVER fly SAS again. I have traveled many times out of the country as did my family, and I’ve NEVER had my baggage lost. I’m currently waiting for them to locate where my baggage is so they can transport it back to me. Very disappointing effort from an airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Terrible experience"

(Germany)

Not Verified | Terrible experience. Cabin crew members were not friendly and not willing to help at all. Economy seats were narrow and has not enough leg room. Avoid travel with SAS!
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Copenhagen
Date FlownNovember 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I'm royally angry"

(Canada)

Trip Verified | This is the first time I'm travelling since Covid, going to my home country to visit family & friends, only the second time in 13 years I'm making this trip. What a horrible experience! Starting in Ottawa. Not fun at all going through the US customs control where I was treated like I was a criminal, just because their system didn't take my fingerprints. The leg from Ottawa to Newark was fairly ok, however, the leg from Newark to Copenhagen was horrible, even though I spent a lot of money in an online auction to upgrade my seat to premium. As a vegetarian, I pre-ordered with both my agent and the airline vegetarian food long before my trip started. I didn't get any food at all and had to sit and smell horrible meals for hours. I received nothing during all those hours on the plane, in my premium seat. I thought I was treating myself to something nice, but it was a waste of money instead. The inflight crew was also quite bad. Not once did they come over to ask if I wanted or needed anything, although I was in the premium section. One of them was chatting away with the person in front of me, not at all paying attention to the other travellers in the cabin. It was annoying. Then, during my first week in Norway, the airline cancelled my return ticket, without any chance to get me another return. After hours spent on the phone (my phone bill was $50 more expensive than normal) and chatting with various agents, who of course could not help me, I was supposed to get refunded for the cancelled return - which wasn't even half the amount of my full ticket price. This had to be cleared with the airline, I was told by the agent. It's been two months and I still haven't seen a dime. I have also spent hours online, during my much-needed vacation on the cost of being with my family, trying to find a new return ticket, just to find out that a one-way ticket is three times more expensive than the price of a roundtrip ticket. I called the airline, telling them to fix me a return ticket, which they of course could not at all do! Even though they were the ones cancelling my return, they could and would not help me. So, here I am sitting day after day looking for cheap flights back home to Canada. This trip will be horribly expensive in the end, thanks to the airline, which clearly does not know what customer service is. I am left all alone to fix myself. My trip was supposed to be three months, and I can only imagine if I had stayed for only a couple of weeks. It's been a complete nightmare and I will never ever use this airline again. I'd rather spend a little more money going with someone else, and I check reviews on all of them now. I still do not have a return ticket or received a refund. I'm royally angry and cannot express how dissatisfied I am. I can honestly say I have so far spent two full working weeks with this problem, talking, online chatting and spending time online to search for a new return ticket. It's been hell and having this horrible "cloud" of uncertainty hanging over my head this entire trip. I've even lost a few nights' sleep because of it. Will I do more travel in the future? I'm not so sure.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Oslo via Copenhagen
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no