SAS Reviews 487

Only use SAS if you are sure you never need customer service. SAS lost me as a customer today due to very poor and disappointing customer service.

SAS is deliberately ignoring International Law (Montreal Convention) to avoid paying legitimate baggage delay claims. Our bags were delayed for 4 days in the Arctic (Lofoten). With no gear in sub-zero temperatures and a pre-paid ski itinerary, we were forced to buy technical safety equipment after 72 hours of SAS silence.

Despite a documented loss of €2,020 for two passengers, SAS arbitrarily applied a 50% “lasting value” deduction, paying only €747. This is a direct violation of Article 26 of the Montreal Convention, which states that any internal policy used to lower the carrier's liability is null and void.

Furthermore, SAS has completely ignored our first claim (Case 07515608) for essentials, focusing only on applying illegal deductions to the second (Case 07520103). Their customer service is a wall of copy-pasted scripts that ignore the law and the fact that we are two passengers with a combined legal limit of ~€3,700.

We have now filed a formal complaint with the Norwegian Transportklagenemnda to recover the remaining €1,273 plus statutory interest.

SAS: Stop hiding behind "internal policies" that violate international treaties. Pay your passengers what you legally owe.

- Often cancellations and delays
- Bad tech stack when you have to change flight or apply refund when their flight gets cancelled

To be honest if I could give 0 stars I would. Long weekend trip with both outward and return flights cancelled. Treated like a mushroom throughout, misinformation from customer services and in general get a feeling they don’t give a monkeys. This is the impact of profit over people and lack of respect to their customers. Who would believe it takes 24 hrs to travel get between Trondheim and Stavanger.

Fude SAS, they are shit . My luggage was delayed and got it delivered 3 days late. The flight was Oslo to Dublin on a monday morning, the luggage is expected on thursday. Terrible customer service

I've been flying from Stavanger airport for 7 years, but this time I had a terrible experience with the people there, they didn't let me board even though my ticket was fine, and I wasn't even warned in advance that there would be a problem with the ticket! What I understood from them is that the ticket was bought with a hidden city and that it would have been cheaper, so the people from SAS canceled my ticket and notified me 15 minutes before boarding! Although I had a guarantee on the ticket, I didn't receive my money or any other flight instead! 👎🏼👎🏼👎🏼👎🏼👎🏼👎🏼

Horrible service, long waits and disgusting seats. Did not allow for change of flight time without having to wait 1 h 49 min, did not provide service on the level i was paying for and did not compensate for taxes paid on the original ticket (meaning they just took it themselfs).

Terrible service from this company. They have removed the 24h refundable tickes without informin about it. For 20 plus years it has been possible to cancel tickets within 24 hours and get a full refund. In other airlines like Norwegian and Wideroe it still is. SAS has suddenly removed this without informing clearly about it.

Hanging up the phone when asking for explanation is just the rudest possible reponse..

I’m really disappointed with my experience. Online check-in wasn’t available for my flight, even though it’s just a domestic route within the EU. When I called customer support to ask why, the agent was rude, dismissive, and actually hung up on me when I pressed for an explanation.

I still don’t understand how it’s possible that online check-in isn’t allowed for a domestic flight, and to make things worse, they also said they couldn’t check me in manually — even with an EU passport. Totally unacceptable service and attitude.

SAS's "wonderful" new AI on its Norwegian site told me I had 24hrs to get a money-back refund on a booking.
I booked, and then discovered that I couldn't book the next ticket I needed for the journey, so I tried to cancel, and suddenly it claims that it's NOT refundable.
SAS quietly removed it without telling any of its loyal customers. Norwegian still offer it.

I called their customer service. No response after 20 minutes on the line.

I tried chat. The agent obfuscated for 30 minutes and finally told me to open a case online.

Eventually I found out how to do that, and 6 weeks later the case was mysteriously closed without telling me.

I have now lodged a complaint with the free Norwegian Reislivsforum ... which I highly recommend to all customers of the dreadful SAS: don't let them get away with it.

Trash service. I got automatically logged out of my account on the app and can’t access it there or on the browser. I didn’t change email or password before this but changed password after and got email confirming it yet the website gives error alert when I attempt a login. If I was flying tomorrow I wouldn’t have a ticket. This is unacceptable. The Nordic and English customer service phones are closed.

Incredibly lousy and shady booking practices. Rushed to book a SAS Plus ticket because the flight showed "only 5 seats left" in red letters and the price was higher than the day before. 27 hours after booking, the seat quantity warning disappeared and the price discounted down considerably by a few hundred USD.

Of course because it was "over 24 hours" SAS agents refuse to refund or make it right. Very bad experience and deceitful marketing practices.

Untransparent pricing for luggage. Booked luggage at cca 30 euros, and then booked another piece of luggage close to departure, and it was suddenly 75 eur. Ticket prices changing is normal but not with add-on luggage. It is unfair and scam-like.

Their business model is predatory. My journey had four flights total, round-trip. I only got EuroBonus points for two of the flights, even though they were all operated by SAS and booked on SAS's website. An "error" most customers might miss. When filling out their form to collect missing points, I have to find ridiculous details such as booking class (A-Z?) for my ticket. You would think ticket or booking number and my name would be enough. This level of dirty tricks would be expected of Wizz Air, but not SAS. Highly disappointed.

I am deeply disappointed with Avinor, Air Traffic Control (ATC), and Scandinavian Airlines (SAS) and Bergen airport for canceling our flight from Bergen to Stavanger SK4139 on 23.04 due to only two hours of fog. Such cancellations seem excessive, especially given the brief nature of the weather issue.

It’s understandable that safety must come first, but in this instance, communication from SAS was extremely poor, leaving passengers uninformed and stranded without clear alternatives. Unfortunately, this is not the first time SAS has shown inadequate communication; a previous complaint was lodged due to delayed flights and insufficient updates provided to passengers, demonstrating a pattern of poor customer service. We were denied alternatives flights with other airlines and even the rescheduled flight that they put us in was delayed by 48 mins.

This cancellation and delays directly impacted my wife's schedule, causing her to miss an important appointment, resulting in considerable personal and professional inconvenience. To exacerbate the issue, we were also refused rebooking on alternative airlines, leaving us feeling neglected and unsupported during this stressful situation.

Avinor and ATC's overly cautious approach significantly disrupted travel plans, causing unnecessary stress and inconvenience. While I do not want to speculate, it raises concerns about whether there are internal agreements between airports and airlines to cancel flights under marginal conditions in order to save the airlines' operating costs.

Better planning, improved communication, and more efficient handling of temporary weather conditions are essential. I expect higher reliability and professionalism from all parties involved in Norwegian air travel.

Waited on the phone for 2 hours for customer service since website just came up with error when trying to change my booking. No answer. Then wrote an email to customer service. Waited 8 days…. No answer. Called on the phone again… waited 1,5 hour … then gave up. Not travelling with SAS again

SAS rebooked my flight from a 11am fight to 6am. I was traveling with a friend on the same flight but he was rebooked to a 15:00 flight. I tried to change to the same flight, but after a 2 hour waiting time before I got through to costumer service I got no help at all. They had no other options for me the same day and could not tell me how much I would get back for canceling only the returning flight instead of the whole ticket. Meaning I had to cancel everything and use another airlines, costing me a lot more as the flight changes happened only weeks before departure. I booked my tickets 5 months earlier.

I bought round trip with you! I called, and they charged me note 300NOK for service which they could not deliver in the end! They lied to me!
I asked if possible to only cancel outbound and they said yes thats not a problem! Guess what, I lost my whole trip and was there with no return ticket suddenly!:D Ridiculous! If anything goes wrong, the good luck if you chose SAS.
I lost my money, and my flight ticket and I have to scroll up double the price ticket hours before the flight. :D

Flight delays with poor information before finally cancelling the flight (this is the second time in 2 years for the very same flight). Compensations next to nothing (NOK 150 to cover for meals while waiting 5 hours at Oslo Airport is hardly enough for a bun and a bottle of water). Trying to register frequent flyer points at their website is often impossible (sometimes for unknown reasons, other times because an error keeps you from selecting airports with Norwegian characters as æ ø å in it and these airport do unfortunately exist). Booking site fails unless using specific browsers (does not work using Google Chrome).

In summary, it seems that SAS doesn't want people to fly with them, and if that is the case, I'm glad to help fulfil their goal.

Three hours of unexplained delays and changed gates twice of opposite directions
No customer service, no apologies