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:10/27/2023

  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.

  On July 23, 2023, I flew from ********* to ****** on SAS. My zipper on my bag was perfectly in tact when I checked my bag in at *********, and completely broken when I picked it ** in ******. I can no longer use this bag due to the broken zipper. I submitted an online claim one day later on July 24, 2023, and did not hear back from the airline for more than 60 days. I submitted pictures of my bag with the broken zipper. I was told they could not offer any compensation due to not going ******************* within 7 days and filing the claim in person there. The airport is an hour and a half drive away. I sent pictures as proof of the damage. I do not find this to be an acceptable response from the airline and am asking that they replace the bag , or refund my baggage fee , or offer a travel credit . Thank you.

• Initial Complaint

  Date:09/29/2023

  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.

  My wife and I purchased flights to/from ******. See the original flight details below (Confirmation #: 2DFD8O). On the day of our flight on June 29, 2023, while we were at the ******/*** airport in **********, I realized I couldnt find my passport. I feared my passport had gone missing. I explained my situation at the *** counter. They told me there was nothing they could do because they didnt have support at the counter and instead instructed me to call the *** toll-free number to change my flight. I called and was put on hold for over 2.5 hours, only for the *** representative to tell me that they could do nothing because I had purchased my tickets through my credit card provider, Chase. I immediately called ***** to try to change my flight but was told by ***** that the *** office was closed for the day. Since I couldnt change my flight before it departed, *** no-showed me and canceled my entire flight itinerary (i.e., outbound and inbound flights). I was eventually able to find my missing passport through an intense search. I called Chase numerous times the next day to change my flights, only for Chase/*** to tell me there was nothing they could do because I was a no-show. This situation was completely unjust and unfair. I was there at the *** counter on the day of my flight. They couldnt change my flight at the *** counter. I was incorrectly instructed to call *** rather than contact ***** directly. I wasted 2.5 hours of precious time on hold waiting for a *** representative, only for them to tell me that I had to call *****. Had *** at the counter informed me to contact ***** in the first place, I would have had time to change my flight before the flight had left and would not have been classified as a no-show. Because of this, I had to rebook my flights (see details below; Booking Ref: UTXK56) and pay $4,000 to do so, which was in addition to the $2,000 I spent on my original flights. . I want to be fully reimbursed minus any applicable change fees for my original flights.

• Initial Complaint

  Date:09/12/2023

  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.

  My fiancé and I booked travel with Scandinavian Airlines and traveled on Thursday, May 25th into Copenhagen where we had a layover before our second flight to our destination that was supposed to land on Friday, May 26th in Zurich, Switzerland. Our second flight was cancelled. We called to rebook our flights and customer service stated we needed to pay an extra $255.00 each in order to rebook for a secure seat opposed to waiting on standby for a flight. Because we had a wedding the following day, we could not wait on standby. We purchased $510.00 to secure a seat on a new flight with 3 more connections. The customer service rep did not state that it was not refundable. The first connection was delayed 2.5 hours so we would have missed our connecting flights. We were rebooked AGAIN for the next day, May 27th, from Copenhagen - Brussels - Zurich, landing just in time for the wedding. Unfortunately, my luggage did not come and I had to wear my fiancé's clothing to the wedding. I am asking for reimbursement for the flight, $510.00. Everything else has been reimbursed.
  
  It has taken over 4 months for an email back from Scandinavian airlines. I have called several times over the summer. Attached, you will see the emails along with the rebooking.

• Initial Complaint

  Date:08/05/2023

  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.

  Flight JHIJTN with transit in *********** was supposed to be canceled for passengers who were effected of a new regulations regarding transiting in GOT but SAS did not notify the passengers and did not help passengers from certain nationalities.

• Initial Complaint

  Date:07/30/2023

  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 family of 4 just flew SAS Business from ********* to ****** today (Confirmation numbers 2DZHNX and 2DVXKC). It was a horrible experience to say the least. First, our family was split and despite asking a number of times at check-in, at boarding, and even on the plane. We had to sit separately, despite there being 3 open seats in SAS Business. We have 2 little kids. Secondly, nobody told us at check-in about the lounge and that it was prior to passport control. We went through security and passport control as we do at all airports and started asking around about the lounge and were told that it was before passport control. So we couldnt use the lounge! We had to walk around the airport to buy coffee and breakfast and something to eat for the kids. Then when we got on board we were told that there was no WiFi on the aircraft. I had to work on the plane on a very urgent business case. This was a huge problem for me. The whole experience was such a disaster.

• Initial Complaint

  Date:07/16/2023

  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.

  booked fligth from *** to IST with a transit in GOT. SAS has legality problem with *********** and was informed by the immigration officer at the airport that they asked SAS to stop making these reservation with transit in GOT. i was allowed to transit on my way to IST but for the return flight from IST to *** i was told i will be deported back and will not be allowed to transit in the airport. i informed *** about this problem but never heard back from them and my return flight is coming very soon.

• Initial Complaint

  Date:03/08/2023

  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.

  Back on June 6th of this year, I was returning home from a trip with my friend. For our flights home, we took a transfer flight from Tromso to Oslo and from Oslo to Copenhagen with SAS. Then we were supposed to switch airlines to Delta, which would take us back to New York from Copenhagen. When my friend and I reached Copenhagen, we had about an hour and a half to get our luggage and make our last flight home. We waited about half an hour for our luggage, but it never arrived on the track. My friend and I waited in line to get help to find out where our luggage went. When we got to the front of the line, the employee told us that SAS had failed to transfer our luggage from our first flight to our second flight with them. The employee was going to get our information, but by this point, we had about half an hour to get on our flight, so he gave us a number to call and we rushed to try and get on our flight. Unfortunately, half an hour was not enough time to make our flight, since we had to get our boarding passes and get through security. We called Delta to see if we could get our tickets changed for free. Unfortunately, they couldn't since SAS were the ones who lost our luggage, but they waived some fees out of sympathy and booked us flights for the next day that was about $600 each. Those tickets and the hotel were cheaper together than any last-minute tickets we found online. I filed a complaint for a refund the next morning with SAS to get reimbursed for the new tickets and hotel since we missed our flight due to them failing to transfer our bags and not contacting me to let me know. Every time I called, they said my case should be settled in 2 to 3 weeks, but it took about a month and a half. About a week ago they finally responded. Not only did they deny my request for a refund, but they suggested it was my friend and I's fault we missed our flight saying we shouldn't have waited for our luggage as if we knew it was missing. I tried to appeal, but it was denied

• Initial Complaint

  Date:03/08/2023

  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 went to the airport today to find out that my flight was not just delayed, but pushed 2 days later.
  
  I received no notification of the push/delay
  The airport had no remorse/solution. they did not help at the airport and just said good luck and I was left stranded with my partner for two days
  
  The agent told me to call the customer service center and it was closed
  
  I had no where to live for two days
  
  I lost money on a hotel in Copenhagen for the night and now have to book a new one later in the week including expenses on food, clothing, and lodging for the two day delay.
  
  They have given me 4 separate excuses
  
  1) extraordinary circumstances (it was false because the original flight did take off)
  2) My third party was notified, but they were not and they emailed my partner saying they emailed me
  3) They informed me 14+ days before (they did not and I have no record of it)
  4) The flights were taken already and they told me to kindly fuck off
  
  Terrible airline and they are not following EU 261 at all.

• Initial Complaint

  Date:03/07/2023

  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.

  On Feb 28 2023 I was supposed to take a flight at certain time, it was delayed for over an hour the airlines rebook the flight for a different time and added a connection flight not only i missed my business appointment also when I got to my destination my luggage was missed it took them over 24 hours for my luggage to be found I had also to pay transportation from airport to hotel because missed my transportation and also had to pay transportation from hotel to the airport to pick up my baggage and transportation back to the hotel , after all this I believe I’m entitled to a full refund of tickets and baggage’s. If I’m not in the airport on time they would not refund and cancel my flight I believe is fair if the airlines can not fully complete and or perform their duties as established customers are entitled to a refund

• Initial Complaint

  Date:03/01/2023

  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.

  My flight tomorrow has two $30 charges for seats, but it was unclear at the time of booking that I was paying extra for this.
  If the website suggests you save your seat and doesn't clearly show a cost associated, then when you pay it doesn't seperate these charges out, then charges twice seperately, then I had to request and wait for a receipt that wasn't readily made availablle... seems kinda sketchy.
  I'm half blind and use a screen reader and this didn't pop up on the screen reader assistance either.