Lousy complaints proceedure
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.
