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:12/04/2024

  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.

  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

  Date:11/19/2024

  Type:Billing 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 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

  Date:10/12/2024

  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.

  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

  Date:09/24/2024

  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 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

  Date:09/18/2024

  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 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

  Date:07/26/2024

  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 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

  Date:06/21/2024

  Type:Customer Service 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.

  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.

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising 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 took Scandinavian airtime to Hamburg, Germany on April 8, 2024.
  I returned on April 19,2024. My luggage didn't arrive. I filed complaint with the airline, I called the phone number listed for delayed luggage and left a message. But no one is returning my calls or responding to my calls. I tried tracking my luggage with the reference number then gave me but it keeps saying they are tracing the bag. I am not getting answers and getting frustrated. First of I was seated with someone who had flu and I caught and spent all my vacation days indoors and sick.
  
  Please, help me to get answers from the airline. I need my luggage. I had to buy new stuff for hygiene because everything is in luggage.
  
  Please help me.

• Initial Complaint

  Date:02/19/2024

  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 purchased a roundtrip ticket to ****** to *********. I was unable to board by flight from ******, but, when I went to board the return flight, I found out that the airline canceled my ticket without any notice and refused to issue a refund. The value of the original, roundtrip ticket was $671.70 and I was forced to buy a one-way ticket on the spot, at the airport, for $1600 to return to ******. I contacted the airline via PayPal (my payment method) and they refused to issue a refund, stating that their terms and conditions state that they are able to cancel a reservation at any time without refunding the customer. I am unable to even contact the airline directly through the *** website because they have deleted the original reservation.

• Initial Complaint

  Date:11/27/2023

  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'm writing to protest the treatment I rec'd when flying w/ SAS Airlines, particularly w/ SAS gate staff. On 9/12/23, I had a connecting flight (SK 943) at ****************** back to *******, my final destination. At the gate, I was one of several individuals who went through secondary screening. I found the staff conducting it to be disrespectful. When expressing my disgust to staff, I was told that they had to do this because of ***. My objection was not that I had to go through screening, but how the staff conducted themselves. Furthermore, I have interacted with the *** many times before & they don't behave in this manner. When passengers were called to the gate to board the plane and I presented my boarding pass to an agent. Upon observing the **** designation on the boarding pass, the agent asked me if I had gone through secondary screening. Despite telling him that I had already completed it, he looked at me skeptically as if he didnt believe me. I don't want to hear again from SAS Airlines that the airline staff has to follow *** guidelines. That's not my complaint. My issue is how there was a lack of coordination & that I was not believed at the gate by a SAS staff member that I had already completed secondary screening. I'm also disgusted that I was put through this due to your employee ****** crossing out the **** on my boarding pass, which made it look as if I had scratched it out, when in reality it was he who did this. When I complained & asked to speak to a supervisor about my complaint, ****** informed me that it would take too long for the supervisor to reach the gate, and which would result in me missing my flight. As I headed to the landing bridge to get on to the aircraft, ****** said Have a nice flight! in a sarcastic tone. SAS Airlines doesnt deserve my business and I will tell others about my awful customer service experience. I was treated disrespectfully and I dont want my hard-earned money going towards an airline that does so.