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: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.

• Initial Complaint

  Date:06/23/2025

  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.

  This complaint is in reference to SAS unfair business practices and underhanded bullying and passive aggressive actions to their customers.
  I had a checked bag on our flight from Atlanta to Hamburg that connected through Copenhagen. When we arrived in HAM, 2 wheels were completely smashed off with chunks of the hard-case suitcase and the 3rd wheel was hanging by a thread. Contents were missing from bag: Airtag (still showing a live location in Copenhagen) and a wristwatch from Nixon. We filed a claim for the replacement price of the bag at 440Euro (provided a dated receipt), an Airtag (31), a Nixon watch (214) and should receive a refund for the checked luggage of 75. SAS refuses to value the replacement price for the suitcase, (they are trying to base the rate off what i paid which doesn't make any sense because if I received it for free, they STILL need to reimburse the replacement value of it. Since I can't get it again at the price I paid, they need to cover the cost of replacing it.
  
  SAS is trying to disqualify the watch by copying and pasting their terms and conditions of items not allowed. When asked which category they are applying the watch to, they refuse to answer.
  Additionally, they said that they already reimbursed the airtag, which they didn't and when I repeatedly asked for proof of the refund, they refuse to answer.
  Lastly they have refused to reimburse for the charge of checking the bag in the first place. They are now not communicating. THE VALUE OF THE ITEMS IS IN EUROS.
  
  I also asked them that if they aren't going to offer a fair replacement value on the items lost, then I would give them the option of replacing the items themselves in exchange instead.

• Initial Complaint

  Date:05/20/2025

  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.

  My grandmother passed away last month, we had to cancel our trip from Los Angeles to Copenhagen. SAS site says I can get full credit for non-refundable tickets departing from US or CAN. But the website showed no option to select credit or refund, I selected cancel thinking it will give me credit for non-refundable tickets from US. It refunded taxes only. Called customer support on May 13. They said I am eligible for full credit. But I should have called instead. But nowhere on the website does it say I should call for credit and cancel on website only give me taxes. The tickets are $800 each. I only got $90 each back. During that call, they said they escalated my case to refund department because they can not authorize a credit to me at this point. They said refund department will email or call me. On May 20th, I called again after not hearing from them. The customer support said there is no record of case being escalated. I asked them can they escalate it for me again. They said they can not. I should file a claim on the website. But the website showed no options for this type of claim or complain. It only gives you options to file a bad experience that has happened or other very specific claims. There is no general, open ended claims or complains form.
  SAS website is misleading and unclear. SAS customer support are not very good at English. Its hard to understand them and they tend to just repeat the same information and same scripts back to me instead of hearing what I say and try to work with me. They are just reading from a script and gives me the standard answer.

• Initial Complaint

  Date:03/31/2025

  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 am outraged by SAS’s dishonest and unfair business practices. On July 15, 2024, I was scheduled to fly from Newark (EWR) to Stockholm (ARN) with SAS. On the day of departure, SAS’s website gave me the option to cancel my flight for a credit valid for one year. I accepted this offer, believing I could use my credit freely for future SAS flights.
  
  Now, when I try to use my credit in March 2025, SAS is suddenly telling me I can ONLY use it for flights starting in the U.S. or Canada. This was NEVER mentioned when I canceled my flight! Had I known about this ridiculous restriction, I would never have accepted the credit.
  
  SAS tricked me into canceling my flight by hiding this crucial detail. This is deceptive and completely unacceptable. When I contacted customer service, they admitted the restriction wasn’t disclosed but refused to fix the issue. Instead, they told me to just deal with it and book a flight from the U.S. This is beyond frustrating!
  
  Since SAS misled me and withheld critical information, I am demanding a full refund of my $2,073. I do not want a useless credit with restrictions I was never told about.
  
  After this happened, I have completely lost trust in SAS. I will never book with them again, and I will make sure others know how they treat their customers. SAS needs to be held accountable for these deceptive policies.
  
  SAS cannot just make up new rules after taking people’s money. This is unethical and unacceptable, and I expect BBB to take action against them.

• Initial Complaint

  Date:02/18/2025

  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.

  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 ***.