Disappointed: 24-hour cancellation policy doesn’t work in practice
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.
