SAS Reviews 1,351

Since the companies complaint form only allows 500 characters my complaint was barely started before it would listen no more. I cannot find a way to contact them properly so I will put my complaint here, more publicly.
Dear Sir,
I booked with your company to fly from Manchester to Stockholm on 19 July 2025 at 10:00, arriving at 14:54, with a stop at Copenhagen to transfer. The flight allowed a transfer time of 45 minutes.
Before take off the captain announced a delay of 20 minutes, cutting the transfer time to 25 minutes. In the event the delay was closer to 30 minutes, cutting the transfer time even more.
When the flight arrived myself and another passenger rushed as fast as possible to the check in for the Stockholm flight only to discovered the check in closed and no SAS personnel in sight, despite arriving two minutes before the advertised flight time.
We then went to SAS information to discover that we had been rebooked onto a flight two hours later, and that rebooking had been made while the first flight was still in the air. We were sent an email to inform of of this, although how you expected us to receive this in mid air with electronic devices in flight mode remains a mystery to me. No attempt was made by the staff on the flight to let us know and save us a mad rush across Copenhagen airport on a hot and humid day.
After my two hour delay I arrived at baggage reclaim in Stockholm to watch the baggage carousel go round and round with fewer and fewer bags on it until finally it stopped, without my case on it.
I went to report it’s loss to be told it was already on it’s way to Stockholm and would arrive in an hour, leaving me wondering why it had not been transferred to the flight I was on in two hours when my original transfer time was 45 minutes, had the flight been on time. I also complained about not getting on the original flight when I felt I should have had time to get on it to be told that I had to be at the check in in time. There was no apology and this felt like adding insult to injury when it was not possible due to the late arrival of my flight.
I gave the attendant details of where I was staying expecting the bag to be with me that evening, given that it was only an hour behind me, and finally left the airport almost three hours after I should have, to discover the friend picking me up had been given a parking ticket.
The bag did not arrive that evening, leaving me unable to change my clothes after the sweaty rush through Copenhagen aiport, and unable to even clean my teeth, either that night or in the morning, since the bag did not arrive until 4:30 the next evening.
It was always my impression that SAS was one of the better airlines, but this experience ( or series of experiences) leaves me with the feeling that perhaps I would be better off with Ryanair next time.
After the captains announcement of a twenty minute delay he said “That’s aviation nowadays”. If delays are to be expected then why do you allow such short transfer times?
In addition to these problems I discovered on getting home that my suitcase had been damaged, with not only a dent in the top of it, which is not so much of a problem, but a split in the bottom which left one of the wheels in danger of coming loose.

It is not a good start. We travel tomorrow and have just checked in, but we feel as though we have been conned with the 'PLUS SMART' ticket. We thought we would have the treat of upgrading to the higher cost ticket to include lounge access. We are furious having just found out that for some reason lounge access at Manchester for the outbound flight is not included. EXPLAIN THAT!
This was not made clear when we booked, and yes we now feel as though we have been conned. I will be complaining.
I will update this review further when we return from our trip. Downgraded to 1 star. It seems that while SAS sells tickets which include lounge access it cannot be bothered to pay for contract at Manchester, so denied access to lounge. SAS are conmen.

SAS Airline Changed my flight by 24hrs and 5 minutes from Nov 17 12:40 to Nov 16 12:45 . I canceled per their policy, i should have been given a refund. They are required to refund my original form of payment since i did not accept the change. They have only refunded the partial payment of EU taxes. I have called support and they deny any wrong doing saying I was wrong.
I checked the dates two different times and read the same thing. Oddly I never received an email or notice on the change so i have no documentation. I should have taken a screen grab of the change but I did not hopefull that they would be honest in dealings. My mistake. Make sure to take screen grabs of any changes made to your flights.

They damage baggage and there were no one at Dublin Airport to assist me how to proceed. I had to filled an online complaint, sending photos of their empty desk. Then later on they said it is worthless.
Worst experience.

I paid full price. The service was dreadful . Your employee spent most of the flight hunkered down in the aisle, just beside our seat, while she chatted to/ serviced the passenger in the next row. an Irish politician I found out. I have photographs. It was very unpleasant viewing her arse in the air beside my seat for a large part of the flight. Nothing like the SAS service I have experienced before. When my co-passenger and I eventually had to beg for coffee, it was served in overflowing paper cups, luke warm luckily, as most of it spilt on my white linen Max Mara skirt and shoes😢 I hope my return flight will be more pleasant. My first flight in almost 6 years since COVID.

No customer service at all, have to wait for hours and hours for paid calls, while only stupid music is playing... Terrible

Very bad customer service experience. They now have an AI chatbot. It almost refuses to connect you to a live agent event though you know it is needed. You get the feeling of a Kafka process. When it connects you it says "soon" which is 30 mins wait in the chat. After that you leave the computer and after 3 mins idle after the live agent chat connected it marked me as inactive and I had to restart. Calling is around 60 minutes waiting time. Apart from that I like that the flights often are in time. But next time I will book via agent as SAS support is very hard to reach,

I recently tried to cancel a flight within the 24-hour window that SAS claims to offer as a full refund guarantee. I booked my ticket and soon after realized I needed to cancel. I went straight to their website to find the cancellation option, but nothing was available under “My bookings.”

I then tried to chat with their chatbot multiple times, but it couldn’t help me or connect me to a real agent. After 40 minutes of trying everything I could through their digital channels, I called customer service- only to wait 25 minutes before being connected.

At that point, I was told my 24 hours had just passed, and that nothing could be done. I explained I had been trying to cancel within the timeframe but was blocked by their own system and limited opening hours. The agent was polite but couldn’t offer any flexibility.

It feels deeply unfair that SAS promotes a 24-hour cancellation policy but makes it nearly impossible to act on it unless you’re lucky enough to catch their support in time. This is not what I expect from a reputable airline, and I’m left with a bad experience and no refund.

My bag got torned in the transport and i sendt support in every possible way. They gave me a credit to buy a bag from their store. Which i got forced too. And didnt help me with my lost items. Never using SAS again

Been trying since 2024 to have support with my account from SAS. They really don’t care about the fact that I can not place a ticket order anymore even.

My issues:

1. No matter how many times I change password I can’t log in on web, only app.
2. In app I can’t save my email or phone number, even I’m receiving password recovery email.. always say success but is not
3. Can’t order tickets without email in profile, but I guess they are happy not selling tickets..
4. cant delete account as I can’t log inn via web
5. can’t access and use points
6. ….

Have written to them in numerous channels, calling, chat, all of it. Even how many times I reach out they will not share a case number or send anything on email. This Ture chatbot probably holds the record in being 100% useless, but does a great job in mirroring the horrible incompetency and upholding the arrogant attitude towards the customers from a entire organization in customer relations and support functions.

Each and every time the persons says they will write it internally and nothing happens. Once I managed to have a danish speaking call me up, that said he will make a ticket and then he cut the call and did not call me back up again. If I was rude I could understand it but i nearly managed to explain what I need help for before he hang up the call…

AVOID SAS AIRLINES AT ALL COSTS — THEY CANCELED MY FLIGHT AND STOLE MY MONEY.

This is NOT just a ‘bad review’ — it’s a full-blown warning. DO NOT BOOK WITH SAS AIRLINES. Unless you enjoy being lied to, ripped off, and treated like absolute crap, stay far away.

I booked a flight, everything seemed normal… until a few days before my flight when I got a sudden cancellation notice. No explanation. No alternatives. No support. Just “Flight canceled.” That’s it.

I contacted their “customer service” (a term I use VERY loosely). After multiple hours on hold, only to be told that I wasn’t eligible for a refund and ended the phone call on my face after I expressed how distressed I was. They offered no rebooking, no compensation, no help whatsoever. Just automated replies and useless agents reading scripts like robots.

I didn’t even get the chance to fly with them — and yet this was still one of the worst travel experiences I’ve ever had. SAS is a scam disguised as an airline. They cancel flights without warning, keep your money, and ghost you when you ask for help. STAY AWAY. Book with literally anyone else. Awful experience!

The SAS airline is cheating. They sold tickets for children, confirming that they would provide unaccompanied minor service. When I made the purchase, they said that they could not provide unaccompanied minor service and that the money could not be refunded. So SAS sold tickets for a service that cannot be provided at all, because a child cannot travel alone. The customer service is very poor, it is difficult to call and practically nothing can be resolved.

Extremely Disappointed with SAS Airlines (Flight SK548)
• Accidentally checked in two laptops in two separate bags at Amsterdam Airport.
• Realized the mistake within 5 minutes and immediately informed SAS staff.
• SAS personnel misinformed us multiple times:
• First directed us to a specific gate to retrieve luggage—turned out to be false.
• Then assured us at the counter that luggage would be offloaded at the boarding gate—again, untrue.
• At the gate, SAS staff claimed luggage was pulled and told us to board.
• Upon arrival in Copenhagen, luggage never arrived; waited 30+ minutes before being told it was still in Amsterdam.
• SAS ground staff in Copenhagen were unaware and unhelpful.
• Two days later, only one of the three bags arrived.
• Was told both were en route—but later revealed the second was still in Amsterdam.
• Now forced to pay out of pocket and return to Amsterdam to retrieve it myself.
• Entire travel plans disrupted due to SAS’s poor coordination and lack of accountability.

Our mistake was minor—but SAS’s mishandling turned it into a major travel disaster. Extremely poor customer service. Never again!

Booked a flight online but when I got the confirmation and flight voucher, another flight later that day was mentioned. I had to pay extra to change it back to the flight I initially selected. I insisted to be refunded but they claim that we voluntary changed the flight. Really !!??

Don't book flights with SAS you will loose the money! We lost one flight ticket due to system fault. And didn't received any compensation yet. And when i called customer support for the fifth time ? Another ticket got cancelled without authorization and the customer support agent tried to seduce me that i authorized it... Bunch of scammers!!! We booked new flights with another airline which costed us additional money... i hope we will get refund because if i will have to listen to that annoying song on the SAS customer support and then the phone will be picked up by some incapable Indian i will go crazy.

SAS Made Me Miss My Grandmother’s Funeral — Unforgivable Customer Service

On June 3rd, 2025, I had a heartbreaking and unacceptable experience with SAS that I will never forget. I was flying from Bergen to Paris (via Oslo) to attend my grandmother’s funeral. The first leg of the journey was cancelled due to a bird strike — which I understood and accepted.

But what followed was a complete failure on SAS’s part.

I was rebooked and given a confirmed seat and a boarding pass for another flight that day. Then, suddenly — just one hour before departure — the boarding pass disappeared from the app. I spent nearly 1.5 hours on the phone with one of the most unhelpful and misinformed customer service agents I’ve ever encountered.

Despite me repeatedly explaining that I was flying from Bergen, not Oslo, she insisted my flight didn’t exist or had been cancelled. I told her I was sitting at the gate, watching the aircraft board. She placed me on hold for nearly 40 minutes, only to return with the same incorrect information.

I was at the airport from 05:30 until 13:00, desperately trying to get on the flight I had already been booked on. Even after speaking to staff from Air France, who kindly gave me my ticket and reference number, SAS still couldn’t (or wouldn’t) locate my booking. The flight boarded and left without me, because of SAS’s booking error and their agent’s refusal to act.

As a result, I missed my grandmother’s funeral — a once-in-a-lifetime moment I can never get back.

This was not just a travel inconvenience. It was a personal tragedy, made worse by your incompetence and failure to listen. I would never recommend SAS to anyone after this experience.

Unprofessional. Disorganized.

Terrible service. Left waiting for over an hour both on the phone and through chat.

So stressful. Whilst on holiday with a suitcase I received an email saying baggage for my return flight was cancelled, no explanation why. Trying to reach customer service you first hit a useless chatbot that said I had no baggage not even had luggage on my ticket. Over 40mins on phone till got through to a real person who said it was fine, I had baggage. Dreadful experience.

Despite checking in online, we were bumped off the flight. The next flight arranged was for the next day. We were told we would have a bus to send us to a hotel. But we were left to wait for more than 2 hours at a meeting point with no information, the airport staff didn't know. I tried both calling customer service and online chat, but was left waiting for agent.

Having been warned by a friend about the reliability of SAS, I shouldn’t have been surprised when my returning flight was cancelled. What did surprise me however, is the blasé way in which my situation was met by SAS staff.

I was left in Oslo with no bags and, therefore, no clothes or toiletries. Furthermore, the missing flight home meant that I missed both personal and professional events, and after explaining that to the SAS staff, they merely remarked “what do you want me to do about it”.

I whole heartedly compel anyone with any ability to avoid flying with SAS to do so.