SAS Reviews 1,351

I booked a flight with SAS from Poland to Birmingham via Copenhagen, and it turned out to be one of the worst travel experiences I've ever had.

My flight from Poland was delayed, and as a result, I was at serious risk of missing my connection to Birmingham. I contacted SAS in advance and was explicitly assured that they would wait for me and arrange transportation to the gate upon arrival.

What happened instead? I landed in Copenhagen, rushed to the gate — only to find that the bus to the aircraft had already left without me. No one waited, no one helped, and no one cared.

This level of disorganization and broken promises is simply unacceptable. Not only did I miss my connection, but I was also lied to by their staff, which caused unnecessary stress and ruined my travel plans.
This was my first time flying with SAS, and without a doubt, it will be my last. If you value reliability, honesty, and customer service — choose another airline.

Scandinavian Airlines (SAS) Review – Poor Customer Support Ruined an Otherwise Good Trip

I spent nearly $900 for a one-way ticket from Tampa to Warsaw( via Atlanta and Copenhagen)with SAS, including extra luggage fees. While the flights were smooth, the experience after landing was the opposite — frustrating and disrespectful.

In Atlanta, SAS said the cabin was full and asked me to check my free carry-on bag. I agreed, trusting it would be handled with care. Big mistake. Two days after I arrived in Warsaw, I discovered that my black hard-shell carry-on was broken beyond repair — and SAS has done everything except take responsibility.

I submitted photos, filled out their forms, and asked for a very reasonable $50 refund. Instead, I’ve been dragged through a two-week circus of demands: a Property Irregularity Report (which you can only get at the airport), a purchase receipt, and even a request to research a comparable bag’s price online.

At this point, I didn’t just pay $900 — I paid in time, energy, and frustration. And that’s far more than I ever bargained for.

I’ll never recommend an airline that treats a cooperative customer this way. The real test of a company isn’t when things go smoothly — it’s how they respond when something goes wrong. And SAS failed that test.

I’ve been flying with SAS on and off for 30 years and have mostly had good experiences. Until recently, I was a gold member, which probably explains why I didn’t notice this absurdity sooner. But someone needs to call it out.

SAS apparently believes carry-on bags should weigh no more than 8 kg. Eight. That’s less than a full-grown cat. I’m currently flying between London and Copenhagen, and the overhead bins are practically empty because so many people had to check their bags at the gate. It’s not just inefficient—it’s farcical.

Yes, I know Copenhagen was just voted the most livable city on earth. I assume that vote didn’t include people who’ve tried waiting for bags at CPH airport.

SAS: don’t be like Ryanair. It’s not a good look. I get that you need the revenue, given the state of your balance sheet but driving loyal customers away isn’t the answer. I’m now crawling back to my least-worst option (BA), who, at least, let me bring a laptop and a change of clothes onboard without a weigh-in.

I know no one at SAS reads these reviews. (Plenty of evidence for that below.) But hope springs eternal.

Avoid this airline at ALL COST! They forced me to put my carry on into check in compartment, damaged it completely and refused to reimburse the full amount that I paid for it (I had receipt), they said exactly this: "your luggage is 1-2 years old, so you get 80% reimbursement".

Bottom line, if you have other options, chose them...

Their booking site doesn’t work and their customer service is massively incompetent. I’ve never experienced anything so bad. I booked a flight, (took two hours to get their site to work) got a confirmation number, was charged for it but couldn’t find the booking the next morning. After waiting 30 minutes on hold a customer service agent told me I didn’t have a booking and I needed to do it again on the website. I refused and asked her to rebook it for me now while I was on the phone with her. She said she’d come right back and very conveniently disconnected me. With such incompetence on the ground, I question SAS competence in the air. Will not be flying in this airline.

I had a SAS Plus (Sky Priority) ticket from Zurich to Stockholm via Copenhagen on May 17th 2025. I arrived at Zurich Airport on time (08:50), fully checked in online with my baggage tag printed.

After asking for guidance, I was misinformed by airport staff that SAS did not offer self-service baggage drop. SAS has since confirmed in writing that this information was false. I attempted to proceed through the staffed baggage drop, but no SAS or Dnata personnel offered assistance or prioritized passengers with Sky Priority. A Dnata staff member even redirected passengers arbitrarily, with no regard for other destinations or ticket classes.

At the counter they checked in my bag.

I ultimately missed my flight despite fulfilling all procedures on time. SAS has since acknowledged in writing that:

Self-service baggage drop was available and should have been used

I arrived on time and acted proactively

Sky Priority support and ground handling were not delivered

Their ground services “broke down” and failed to assist me appropriately

Despite this, SAS refuses to reimburse CHF 114.76 for the missed connection, rebooking, transport, and accommodation or reinstate the 15,000 EuroBonus points I spent on a flight I never took.

Their explanation? That their "policies don’t cover misinformation from airport staff.” Even though the missed flight was clearly due to a broader failure in SAS ground handling, not a single miscommunication.

As a frequent flyer, I find this response disappointing and deeply unprofessional. When you purchase a Sky Priority ticket, you expect at least a basic level of support. SAS has shown that even when they admit failure, they are unwilling to stand by their customers or correct the consequences.

Flyers beware: in moments that matter, SAS may choose policy over people, even if it costs you time, money, and trust.

Horrible customer service. When booking my flights, their website told me that my initial order didn’t go through, so I tried to book again. Turns out I was booked for both attempts and charged a double fee. After two attempts using their customer service line where they never called back after saying they would, and then another call attempt where I spent over an hour in the queue (and gave up), I’m extremely disappointed with the way SAS is treating its customers. Never choosing this airline again, unfortunately.

unreachable

SAS is my favorite company, the staff are kind and sweet, and have great service and food / beverages. It is always my go to when I can. Seats are comfortable and great flying, I’ve never had turbulence flying with SAS. Definitely the best option. And isn’t so expensive either!

Nasty, grumpy service staff.
They can’t move anyone forward because of their pricing structure.
Complaining about mistreatment will lead to them threatening to bounce you right off of your next flight instead of boarding.
The pre-paid fish meal had nasty sashimi with green goo as a side and no dessert.
Some of the stewardesses are too fat/broad for the Airbus aisle and crash the carts into the aisle passengers.
Color me not impressed.

Trying to change my flight to a less popular time that is £100 cheaper to buy new but they want to charge me nearly double to original cost of the ticket to change. Computer says no kind of customer service. Shame there isn't more common sense as the flight I would be releasing would be more popular and only has a couple seats left.

Brilliant service , i missed my flight as i went to the wrong gate but jean at the boarding gate at gate A24 at Heathrow re booked me a flight at no extra cost. Absolutely fantastic service thank you Jean and thank you sas

Not refunding cancelled fligth and no way to contact them.
Our flight was cancelled on March 21st 2025 due to the fires next to Heathrow. We were put on a really shitty 12 hour travel time from London to Stockholm the next day, with layover in Copenhagen. We declined and cancelled this trip, booked another flight from Stansted. I got 2 confirmation emails that it was cancelled and the site confirmed it. I still haven't heard anything from SAS, nor have they refunded me.
I've tried their chat, which does not redirect you to a human no matter how hard you try, it actually ends up breaking itself. I have been in their looooong phone line many times now, without ever getting to a human. After a long wait I always get disconnected. I have tried putting in a claim form to SAS, but have had no response on that either.

I have now had to escalate my case to CAA for help.

Absolutely horrified at the customer service I’ve received at Stockholm Arlanda Terminal 5. We went to check in, my wife, my 2 year old child and I. Admittedly we had some luggage that was overweight (by 1kg) and some that was under weight (by 10kg). In every instance when this has happened in the past though, airlines are sympathetic to our situation and appreciate that we haven’t gone over our overall limit. Despite this, SAS staff were extremely unhelpful and forced us to repack our bags. We did ask to speak to a Supervisor. Erik A, (Wouldn’t share his full name) was the supervisor on duty and what a nasty horrible person he was. He made some remarks that could only be considered as threatening and racist. He told me that “they would make our trip even more inconvenient if we were to want to complain” and also said “we don’t want your people in our country”. My wife is a Swedish citizen of Iranian descent and I’m south Asian British. I didn’t want to rise to the remarks due to the fact that he threatened to cancel our flights. Please look into the Supervisor Manager for Customer Service at Terminal 5 in Arlanda on 27th May @ 5:30pm approximately.

Absolutely no compassion or care for the fact that we were travelling with a child and already had heightened stress but also made it worse with nasty and derogatory comments towards me and my family. He ended off a beautiful trip in Sweden with the most disgusting feeling I’ve ever had from any customer experience in my 33 years alive.

Please investigate this man. He shouldn’t be in customer services, especially not in a senior capacity. Awful experience!

Shit customer service. Rude people and shit service. If you fly with a bigger airline you expect to be treated well by the staff but no, they expect you to do their work for them. Stuck up and unwelcoming people. Would not recommend.

PS. On another note, why do overweight people not have to pay for every extra kilo they bring on board but 2-3 kilos extra on luggage costs 35€???

My son and I were unable to fly to Stockholm on SAS and had to cancel at the last minute. They were accommodating with the last minute cancelation...or so we thought. The told us they could give us credits to use on the next flight, a month later. We were offered no proof of the amount of credits. I was told to call customer service to rebook the flight using the booking reference # from the previous flight. This has proven to be most stressful. If the agents aren't placing you on hold for long increments of time, they are hanging up on you and you lose your place in line. They finally rebooted our flight using the credits. Or so we thought....at the last second she rushed through the conversation, said something about credit card system issues, and said the charges would show up on my statement in a few days. The booking number was there on SAS website however the charges never were and a red message saying to call SAS for ticketing was showing. Here we go again. Called multiple times. Got yelled at, hung up on, then finally helped by a kind woman. Or so I thought. She put me on hold, told me I'd have to wait and can she call back in a half an hour to hour. I said yes, she never called back. This morning, my booking reference number has vanished into thin aair. I'm betting the credits don't exist anymore. Buyer beware. Oh, there is a random $420 charge on my credit card after the flight cancelation but before the booking of the next flight. No one can tell me what it is and no one will take it off. They just hang up on me.

Trust me this is not any bot generated opinion. I am amazed by SAS chat, where we got connected to live agent named Bonheur, who helped us a ton and rebooked our flight for free although the rebooking system was not working. Super helpful, very good experience, and I wish all the best for this amazing person!!!

Change my seat even it is paid,
Do not accept luggage in cabine even it is pre ordered,
No clear explanation
I suggest more professional work

I changed my return flight for a later date. I received a confirmation for the new flight. but later I found out that they cancelld my flighy instead of changing it. after telling them that I have a confirmation of the return flight I was told that this does not exist.
I had to book a new flight......

No Customer service at all. The agents in the chat most likely do not reply at all (I mean that, not at all), or then when you get lucky and somebody actually does respond, they will refuse to help.