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Business Profile

Airlines

Scandinavian Airlines Systems

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 77 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Back on June 6th of this year, I was returning home from a trip with my friend. For our flights home, we took a transfer flight from Tromso to Oslo and from Oslo to Copenhagen with SAS. Then we were supposed to switch airlines to Delta, which would take us back to New York from Copenhagen. When my friend and I reached Copenhagen, we had about an hour and a half to get our luggage and make our last flight home. We waited about half an hour for our luggage, but it never arrived on the track. My friend and I waited in line to get help to find out where our luggage went. When we got to the front of the line, the employee told us that SAS had failed to transfer our luggage from our first flight to our second flight with them. The employee was going to get our information, but by this point, we had about half an hour to get on our flight, so he gave us a number to call and we rushed to try and get on our flight. Unfortunately, half an hour was not enough time to make our flight, since we had to get our boarding passes and get through security. We called Delta to see if we could get our tickets changed for free. Unfortunately, they couldn't since SAS were the ones who lost our luggage, but they waived some fees out of sympathy and booked us flights for the next day that was about $600 each. Those tickets and the hotel were cheaper together than any last-minute tickets we found online. I filed a complaint for a refund the next morning with SAS to get reimbursed for the new tickets and hotel since we missed our flight due to them failing to transfer our bags and not contacting me to let me know. Every time I called, they said my case should be settled in 2 to 3 weeks, but it took about a month and a half. About a week ago they finally responded. Not only did they deny my request for a refund, but they suggested it was my friend and I's fault we missed our flight saying we shouldn't have waited for our luggage as if we knew it was missing. I tried to appeal, but it was denied

  • Initial Complaint

    Date:03/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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 went to the airport today to find out that my flight was not just delayed, but pushed 2 days later. I received no notification of the push/delay The airport had no remorse/solution. they did not help at the airport and just said good luck and I was left stranded with my partner for two days The agent told me to call the customer service center and it was closed I had no where to live for two days I lost money on a hotel in Copenhagen for the night and now have to book a new one later in the week including expenses on food, clothing, and lodging for the two day delay. They have given me 4 separate excuses 1) extraordinary circumstances (it was false because the original flight did take off) 2) My third party was notified, but they were not and they emailed my partner saying they emailed me 3) They informed me 14+ days before (they did not and I have no record of it) 4) The flights were taken already and they told me to kindly fuck off Terrible airline and they are not following EU 261 at all.

  • Initial Complaint

    Date:03/07/2023

    Type:Product Issues
    Status:
    Unanswered
    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 Feb 28 2023 I was supposed to take a flight at certain time, it was delayed for over an hour the airlines rebook the flight for a different time and added a connection flight not only i missed my business appointment also when I got to my destination my luggage was missed it took them over 24 hours for my luggage to be found I had also to pay transportation from airport to hotel because missed my transportation and also had to pay transportation from hotel to the airport to pick up my baggage and transportation back to the hotel , after all this I believe I’m entitled to a full refund of tickets and baggage’s. If I’m not in the airport on time they would not refund and cancel my flight I believe is fair if the airlines can not fully complete and or perform their duties as established customers are entitled to a refund

  • Initial Complaint

    Date:03/01/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 flight tomorrow has two $30 charges for seats, but it was unclear at the time of booking that I was paying extra for this. If the website suggests you save your seat and doesn't clearly show a cost associated, then when you pay it doesn't seperate these charges out, then charges twice seperately, then I had to request and wait for a receipt that wasn't readily made availablle... seems kinda sketchy. I'm half blind and use a screen reader and this didn't pop up on the screen reader assistance either.

  • Initial Complaint

    Date:01/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 January 3rd 2023 my family flew back from **********. One of our suitcases was damaged but we wanted to take care of it once we got home. So the next day I attempted to contact the company. Their phone directs me to the internet, the internet tells me to call the desk at the airport. After a week of calling daily and leaving voicemails at the airport i have not gotten a callback nor have i been able to speak with anyone from the company.

  • Initial Complaint

    Date:12/10/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    SCANDINAVIAN AIRLINES SHOULD BE HELD ACCOUNTABLE FOR MY REFUND AS WELL. SINCE CHEAPOAIR BOOKED MY FLIGHT ?? SCANDINAVIAN AIRLINES SCANDINAVIAN AIRLINES SHOULD BE HELD ACCOUNTABLE AS WELL. I BOOKED THE FLIGHT ?? WITH CHEAPOAIR AND CHEAPOAIR MADE THE INTENARY FLIGHT ?? WITH SCANDINAVIAN AIRLINES. THAT'S WHY I SAY SCANDINAVIAN AIRLINES SHOULD ALSO BE HELD ACCOUNTABLE .

  • Initial Complaint

    Date:11/23/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Attempting to fly home from Europe with this Summer was nightmare. Due to the strike, all flights were grounded. After an eternity of waiting on help from the company, they were finally able to find us a flight home--more than 48 hours after our booked flight. The company claimed to not be able to book us a hotel, but promised a refund for accommodation and food.It has now been 5 months, and we still have not received that refund. SAS at first claimed to have issued the refund and told us to contact our bank... Then they said the were still working on the case, and now they have stopped answering our emails. Horrific treatment of a loyal customer.

  • Initial Complaint

    Date:10/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 husband and I were due to fly back from ********* ****** to ******, ** on ************ Airlines (SAS) on July 12. 2022 (flight # SK0903). The airline cancelled this flight on July 11 due to a pilots' strike. The airline told us they could not re-book us. Flights originating in Europe fall under ** rules which require 600**R0 compensation for a cancelled flight within the airline's control. (The ** has determined that strikes of its own employees are considered events within an airline's control) We also incurred an additional $3700 in expenses to re-book ourselves on another airline to return home to the US. On July 20, 2022 we filed a notification with this airline to provide the required compensation and were given case # ********. We have heard nothing from SAS to date. Our booking reference # was V4SVZT. There is no way to call SAS airline on this matter; they have walled themselves off from their customers. Short of bringing a lawsuit, we don't know what to do to receive the compensation we are owed (we are both attorneys). SAS has to do much better by its customers who suffered large losses as a result of a strike within their control.

  • Initial Complaint

    Date:09/19/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    To whom it may concern,My husband and I had a flight from ******* to ***** (round trip), with Scandinavian Airline System leaving Aug 27th and back to ** in Sept 6th (Booking reference: SAOFBI), which unfortunately was not pleasant for many reasons. On my flight back to ******* from ***** (******-**********-*******), we were notified *********, ***** that we are on standby for our flight from **********, ******* to ******* ** and there are no available seats for us which was unacceptable at all because we purchased all of our tickets on July 14th (~7 weeks prior to the trip). When we asked the agent why this happened, he simply said that the airline sold more tickets than available seats. The agent told us when you get to ************** to the *** right away to see if they have available seats. This caused myself and my husband a lot of anxiety (we had to be at work the day after our arrival), running in ****************** and resulted in my wife's felling through the stairs. Upon arriving at *** gate in **********, the agent gave us a seat but right away they took me to the security questioning. Did not give me time to catch my breath from running. We asked the agent if I can get a seat next to the window due to my high levels of anxiety which was denied even after explaining my condition. This thing (anxiety, running, falling, no window seat) caused me a couple of times vomiting and much discomfort during our flight to ******* which was our worst flight experience. Our flight from ******* to ******** had around two hours delayed and no one explained any reason to passengers. Overall, our experience with *** was very bad and I do not recommend it to anyone. We travel a lot and this time was my first time going through *** have these many issues. I did not expect this poor and un-considering customer service. We have open a complaint with the company but have not received any communications.I appreciate any investigation you can do. Thanks.

  • Initial Complaint

    Date:09/17/2022

    Type:Product Issues
    Status:
    Unanswered
    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 booked a trip from **** to ******* which consisted of three flights spanning July 4-5, 2022 **** > ********** > ********* > ******* The last two flights were canceled and rebooked, delaying my trip for over 24 hours.I filed Case Number ******** with SAS on August 1 of this year for compensation related to EU261 and the applicable expenses below. I am submitting this complaint because I have yet to hear from them after 48 days.Booking Details Booking reference: 2KFTWM Date of departure: 2022-07-04 First flight number: SK1424 One of the rebooked flights:SK1501 2022-07-05 Expenses Transportation: 12 USD Food: 69 USD Food: 145 DKK Food: 7 USD Food: 33 USD Transportation: 3 EUR Accommodation: 221 USD Food: 16 EUR

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