Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 1, 2025, we attempted to purchase 4 tickets from Boston to Athens on Scandinavian Airlines at ***.******.. It took nearly 30 minutes to fill in the required forms and seat assignments for 4 travelers.
  
  We hit the “purchase tickets” button, at which point a “Session has Timed Out” message was displayed across the screen. There was no confirmation page, purchase confirmation, or confirmation number shown on the screen.
  
  Due to this message, it was our understanding that tickets had not actually been purchased. We suspended our search until later in the day.
  
  Clearly, there was an issue with the website. A confirmation email for tickets was sent, but to an email address that I almost never use and certainly would not have entered into a website. This last piece of information is crucial as I didn’t check this email for many days, and therefore had no idea that the purchase of the SAS tickets had g*** through until over a week later. We were charged a total of $3752 for the tickets.
  
  On September 1, after the “Session has Timed Out” message, we checked other sites for the same Boston to Athens itinerary and ended up booking them on *********.
  
  It was a week later that I discovered the confirmation emails from SAS. We called SAS and attempted to get a refund and then filed the dispute with ******* ***. Both attempts to get a refund were denied.
  
  There is no way to pull up the “Session has Timed Out” page in our internet history. We need to figure out how to get a refund - NOT flight credit - for these tickets.

• Initial Complaint

  Date:10/22/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a round trip flight with this airline on September 14 and September 22 of 2025. This was the worst experience I’ve ever had traveling. My luggage was delayed flying into another country and I was never contacted when luggage finally arrived, costing me 150€ for necessities with no luggage. Next on the flight back home they landed us in Germany and we were supposed to go to Copenhagen where we had hotel accommodations that we lost with no reimbursement. When they landed us in Germany the pilot assured us we were to get off the plane in a country we were not supposed to be and had no boarding passes for and they would have hotel accommodations. Needless to say we had nothing, no accommodation, no one trying to help. The workers in the airport in Germany had no idea why they landed us And were also confused. It was a nightmare! Stuck with no information for about 20 hours, OVERNIGHT! Also costing money for accommodation, taxis, food in Germany about another 150€. Next when we finally arrived home (an entire day after we were supposed to) the luggage was delayed again, stuck in Denmark after telling every employee we encountered about the luggage issue and to ensure it was on the plane. Luggage did not arrive until 2 days after we arrived home. Try calling customer service, what a joke ###-###-#### . It always says they are closed, even during business hours, you can’t get an answer. Submitted tickets for all of these issues online and nothing. This has been a terrible experience. It has traumatized traveling to Europe for me and definitely will not ever fly was again! After this experience it’s fair to have the flight refunded!

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 25, 2025, I arrived in Boston on flight ***** from Copenhagen. When I picked up my luggage from the baggage carousel at Terminal E, I noticed a large hole in my suitcase. I immediately reported the damage to an airport staff member, who photographed the suitcase and submitted a claim electronically. I was given a case number: ********** and informed that the appropriate SAS department would contact me within 7 days regarding the matter. I went home (I live in Maine) and I patiently waited for a week, but unfortunately, no one reached out. I called SAS to follow up and was told that I needed to submit a separate claim through their website. I did so and received a new case number: ********.
  A few days later, I was informed that my claim could not be accepted because it was submitted 8 days after the incident. I sent an email explaining that I had waited the full 7 days for SAS to contact me, as I had been instructed at the airport. Another 7 days have now passed, and no one has responded to my email.
  I kindly ask for assistance in resolving this matter.

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went on a trip with my family consisting of 2 adults, a 3 year old and a 10 month old infant. This was our first time flying SAS. We had taken all the measures needed to travel with 2 small kids for on and off the airplane. One of which is that we brought a small foldable stroller for the toddler and a Doona 2-in-1 stroller/car seat system to be able to move around at the airport easily. The Doona was also to be used as a car seat at our destination as well as on the airplane back if having an infant-on-lap wouldnt be comfortable on the way there (we would then buy her a seat so she could be in a car seat on the plane). Its not easy moving around an airport holding luggage and a child, so this is what we decided was best in order to get from A to B. We gate checked the items in a red gate check bag at the gate at ***. Since they were small they both fit together in one bag to keep our stuff together. The ground attendant from *** helped me put the items in the bag as I was struggling doing so while holding my infant. She said it looked greatly secured and labeled it, then took it away to be loaded on the plane. Fast forward, on our layover we learned that gate checked items get transferred to your next flight which wasnt convenient but we made it work as CPH has strollers you can borrow so that worked okay. Arrived in ***, we went to get our luggage, everything came quick including the red bag BUT it only had the small stroller in it and the Doona was missing. Waited 2 HOURS in hopes it would show up, but nothing. Mind you, this is a $650 item and also an item we relied on for our trip; at the airport, as a stroller when going places, as a car seat, possibly for on the plane Filed a claim, they never found it. We dont understand why the items were even separated. This caused a HUGE inconvenience for our trip. Now we are stuck figuring out what to do for the way back. *** handled our stuff with great negligence. Not inclined to fly *** again.

• Initial Complaint

  Date:10/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear SAS Customer Service,
  
  I am writing to urgently follow up on my unresolved damaged luggage case (Case No. ********).
  
  I flew with SAS on August 5, and my luggage did not arrive with my flight. It was delivered three days later, and when I finally received it, I discovered it was damaged.
  
  Since then, I have followed every instruction given to me:
  
  I was asked to take the luggage to a repair shop for an assessment, but I live in a small town and there is no such repair service nearby.
  
  I was then told to contact the luggage manufacturer by email. I did so, but received no response. I informed SAS of this, but I have not heard anything further.
  
  It has now been a very long time, and despite my efforts, I have received no assistance or resolution. I have been patient, but I cannot continue waiting without support.
  
  I kindly request a refund or a replacement for my damaged luggage. I followed all procedures, and I should not be penalized due to circumstances beyond my control.
  
  I would appreciate a prompt resolution to this matter.
  
  Thank you,
  *****

• Initial Complaint

  Date:09/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flew May 6, 2025 via SAS from Frankfurt, Germany to Chicago, Illinois. We missed a connecting flight due to the negligence of the gate workers. Filed a complaint with SAS online. They admitted fault and said we were entitled to a refund of $1256 USD in the middle of May. It is not September 8 and we still have not received the refund and have zero communication regarding the status. They refuse to provide me with a phone number to contact to resolve the issue and insist that all work ONLY goes through email but they don’t respond to emails.

• Initial Complaint

  Date:08/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 11, 2025, my mother and I flew with Scandinavian Airlines to Greece. My mother prepaid for her checked baggage and a meal for $202.50, which posted to her bank account under “SAS.”
  
  When we arrived at the airport to check in, the gate agent claimed she did not see the prepaid baggage charge. Despite us showing proof, we were told the bag would not be accepted unless we paid again. In a rush to make our flight, I paid $105 out of pocket for the same bag.
  
  Afterward, we contacted Scandinavian Airlines customer service. A representative confirmed that my mother had, in fact, prepaid for the baggage and acknowledged the duplicate charge. However, despite providing proof of payment, my $105 has not been refunded. I have received no confirmation, timeline, or update regarding when I will be reimbursed.
  
  To make matters worse, Scandinavian Airlines does not have a reliable customer service phone line. Every attempt to escalate the matter routes me back to the same support page with no option for live assistance.
  
  While I was otherwise satisfied with the flight experience, this double charge and lack of resolution is unacceptable. Customers should not have to pay twice for a service that was already purchased and verified.
  
  Resolution Requested:
  1. Refund the $105 charged to my card for the duplicate baggage fee.
  2. Provide written confirmation of the refund and an estimated timeline for reimbursement.
  3. Improve customer service accessibility so passengers can resolve billing issues directly.
  
  Scandinavian Airlines has acknowledged the error, but the delay and lack of communication in issuing my refund is unacceptable. I expect this matter to be resolved immediately.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our luggage was delayed. It arrived at our final airport Hamburg/******* over a week ago. It was supposed to be delivered to my dad's address in **********, *******.
  It has not arrived yet. There is no communication from the airline or the company they use to deliver the luggage. No replies to emails. No answer when called.
  I need our luggage delivered to the address we provided.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I checked my reservation (confirmation#: XWGUVW) online through the *** website, it showed a flight schedule change of more than 8 hours. Based on this, I believed I was entitled to a full refund for my non-refundable ticket, as a schedule change of that magnitude qualifies for a full refund under SAS policy.After canceling the reservation, I received an email confirmation showing no refund. When I contacted *** customer service right away, I was informed that the schedule change was only 5 minutes, not 8 hours, indicating a clear error in the websites display. There is no reason I would voluntarily cancel and forfeit a $5382 USD ticket unless I believed I was entitled to a refund.Despite contacting SAS multiple times to either reinstate the ticket or process a refund, I was repeatedly told the issue was being reviewed and would be resolved within 7 business days. However, it has now been over 3 weeks with no resolution or update. As a result, I am filing the complaint.

• Initial Complaint

  Date:07/06/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *** I am writing to request urgent assistance in locating my delayed checked baggage associated with file reference number JFKSK11046 and baggage tag number **********.This bag contains essential personal items, including underwear, shorts, pants, and jackets, which are critical for my daily needs. I would greatly appreciate it if you could expedite the tracing and delivery process and keep me updated on its status.Please let me know if any additional information is needed from my end to assist with locating the bag more quickly.Thank you for your attention and support.