Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased fully refundable airfare, but have not received a full refund. The booking reference is NZR62P. If I do not receive the remaining refund, I will file a complaint with the US DOT.

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took Scandinavian airtime to Hamburg, Germany on April 8, 2024. I returned on April 19,2024. My luggage didn't arrive. I filed complaint with the airline, I called the phone number listed for delayed luggage and left a message. But no one is returning my calls or responding to my calls. I tried tracking my luggage with the reference number then gave me but it keeps saying they are tracing the bag. I am not getting answers and getting frustrated. First of I was seated with someone who had flu and I caught and spent all my vacation days indoors and sick. Please, help me to get answers from the airline. I need my luggage. I had to buy new stuff for hygiene because everything is in luggage. Please help me.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a roundtrip ticket to ****** to *********. I was unable to board by flight from ******, but, when I went to board the return flight, I found out that the airline canceled my ticket without any notice and refused to issue a refund. The value of the original, roundtrip ticket was $671.70 and I was forced to buy a one-way ticket on the spot, at the airport, for $1600 to return to ******. I contacted the airline via PayPal (my payment method) and they refused to issue a refund, stating that their terms and conditions state that they are able to cancel a reservation at any time without refunding the customer. I am unable to even contact the airline directly through the *** website because they have deleted the original reservation.

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to protest the treatment I rec'd when flying w/ SAS Airlines, particularly w/ SAS gate staff. On 9/12/23, I had a connecting flight (SK 943) at ****************** back to *******, my final destination. At the gate, I was one of several individuals who went through secondary screening. I found the staff conducting it to be disrespectful. When expressing my disgust to staff, I was told that they had to do this because of ***. My objection was not that I had to go through screening, but how the staff conducted themselves. Furthermore, I have interacted with the *** many times before & they don't behave in this manner. When passengers were called to the gate to board the plane and I presented my boarding pass to an agent. Upon observing the **** designation on the boarding pass, the agent asked me if I had gone through secondary screening. Despite telling him that I had already completed it, he looked at me skeptically as if he didnt believe me. I don't want to hear again from SAS Airlines that the airline staff has to follow *** guidelines. That's not my complaint. My issue is how there was a lack of coordination & that I was not believed at the gate by a SAS staff member that I had already completed secondary screening. I'm also disgusted that I was put through this due to your employee ****** crossing out the **** on my boarding pass, which made it look as if I had scratched it out, when in reality it was he who did this. When I complained & asked to speak to a supervisor about my complaint, ****** informed me that it would take too long for the supervisor to reach the gate, and which would result in me missing my flight. As I headed to the landing bridge to get on to the aircraft, ****** said Have a nice flight! in a sarcastic tone. SAS Airlines doesnt deserve my business and I will tell others about my awful customer service experience. I was treated disrespectfully and I dont want my hard-earned money going towards an airline that does so.

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 23, 2023, I flew from ********* to ****** on SAS. My zipper on my bag was perfectly in tact when I checked my bag in at *********, and completely broken when I picked it ** in ******. I can no longer use this bag due to the broken zipper. I submitted an online claim one day later on July 24, 2023, and did not hear back from the airline for more than 60 days. I submitted pictures of my bag with the broken zipper. I was told they could not offer any compensation due to not going ******************* within 7 days and filing the claim in person there. The airport is an hour and a half drive away. I sent pictures as proof of the damage. I do not find this to be an acceptable response from the airline and am asking that they replace the bag , or refund my baggage fee , or offer a travel credit . Thank you.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased flights to/from ******. See the original flight details below (Confirmation #: 2DFD8O). On the day of our flight on June 29, 2023, while we were at the ******/*** airport in **********, I realized I couldnt find my passport. I feared my passport had gone missing. I explained my situation at the *** counter. They told me there was nothing they could do because they didnt have support at the counter and instead instructed me to call the *** toll-free number to change my flight. I called and was put on hold for over 2.5 hours, only for the *** representative to tell me that they could do nothing because I had purchased my tickets through my credit card provider, Chase. I immediately called ***** to try to change my flight but was told by ***** that the *** office was closed for the day. Since I couldnt change my flight before it departed, *** no-showed me and canceled my entire flight itinerary (i.e., outbound and inbound flights). I was eventually able to find my missing passport through an intense search. I called Chase numerous times the next day to change my flights, only for Chase/*** to tell me there was nothing they could do because I was a no-show. This situation was completely unjust and unfair. I was there at the *** counter on the day of my flight. They couldnt change my flight at the *** counter. I was incorrectly instructed to call *** rather than contact ***** directly. I wasted 2.5 hours of precious time on hold waiting for a *** representative, only for them to tell me that I had to call *****. Had *** at the counter informed me to contact ***** in the first place, I would have had time to change my flight before the flight had left and would not have been classified as a no-show. Because of this, I had to rebook my flights (see details below; Booking Ref: UTXK56) and pay $4,000 to do so, which was in addition to the $2,000 I spent on my original flights. . I want to be fully reimbursed minus any applicable change fees for my original flights.

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiancé and I booked travel with Scandinavian Airlines and traveled on Thursday, May 25th into Copenhagen where we had a layover before our second flight to our destination that was supposed to land on Friday, May 26th in Zurich, Switzerland. Our second flight was cancelled. We called to rebook our flights and customer service stated we needed to pay an extra $255.00 each in order to rebook for a secure seat opposed to waiting on standby for a flight. Because we had a wedding the following day, we could not wait on standby. We purchased $510.00 to secure a seat on a new flight with 3 more connections. The customer service rep did not state that it was not refundable. The first connection was delayed 2.5 hours so we would have missed our connecting flights. We were rebooked AGAIN for the next day, May 27th, from Copenhagen - Brussels - Zurich, landing just in time for the wedding. Unfortunately, my luggage did not come and I had to wear my fiancé's clothing to the wedding. I am asking for reimbursement for the flight, $510.00. Everything else has been reimbursed. It has taken over 4 months for an email back from Scandinavian airlines. I have called several times over the summer. Attached, you will see the emails along with the rebooking.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight JHIJTN with transit in *********** was supposed to be canceled for passengers who were effected of a new regulations regarding transiting in GOT but SAS did not notify the passengers and did not help passengers from certain nationalities.

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family of 4 just flew SAS Business from ********* to ****** today (Confirmation numbers 2DZHNX and 2DVXKC). It was a horrible experience to say the least. First, our family was split and despite asking a number of times at check-in, at boarding, and even on the plane. We had to sit separately, despite there being 3 open seats in SAS Business. We have 2 little kids. Secondly, nobody told us at check-in about the lounge and that it was prior to passport control. We went through security and passport control as we do at all airports and started asking around about the lounge and were told that it was before passport control. So we couldnt use the lounge! We had to walk around the airport to buy coffee and breakfast and something to eat for the kids. Then when we got on board we were told that there was no WiFi on the aircraft. I had to work on the plane on a very urgent business case. This was a huge problem for me. The whole experience was such a disaster.

• Initial Complaint

  Date:07/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  booked fligth from *** to IST with a transit in GOT. SAS has legality problem with *********** and was informed by the immigration officer at the airport that they asked SAS to stop making these reservation with transit in GOT. i was allowed to transit on my way to IST but for the return flight from IST to *** i was told i will be deported back and will not be allowed to transit in the airport. i informed *** about this problem but never heard back from them and my return flight is coming very soon.