SAS Made Me Miss My Grandmother’s…
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.