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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:09/13/2022

    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 traveled yesterday with a significant delay which forced me to miss my flight, and even 2 hours delay can happen anywhere. I was sitting in Business class, flight Sk 931, sear 4D on September 12 leaving from **********. I had no TV for the entirety of the trip with the crew dismissing my concerns from the beginning I reported right away when we were on the ground and they were fixing tech issues with a plane). Taking in consideration that it was known from a start and we had 2 hour on land 9n thee plane, delayed while aircraft was being fixed, no one cared to fix my problem and I spend more than 11 hour with no entertainment with glitching seat no sleep and missing connecting flight.It is unacceptable service especially for business ticket price. I demand a refund

  • Initial Complaint

    Date:09/09/2022

    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.
    We are a traveling agency, and we bought two tickets for clients on March 2021.After that, our clients desired to change their travel dates because all the covid situation and move them to February 2023.We called the airlines several times from January to February 2022 to ask for the changes in the travel dates, And they told us that we should wait until the trip was closer to the departure date (February 2023)When we called today, they told us that they had already changed their policies due to covid and that since the ticket has been issued for more than a year, it has already expired.We know that the conditions of the tickets indicate that they expire one year after being issued, but they refused to make the change when we asked for it in January and February of this year.They recorded their calls, and we asked them to review their previous recordings so they could check, and they very rudely told us that they had nothing more to say and hung up the call.We feel swindled because when we called in January, this airline did not agree to send the information by email, and now they have changed the version in their favor.

  • Initial Complaint

    Date:09/03/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Booking Reference 4I7W87 - We (2 adults and 4 kids) were left stranded in the ****************** traveling from *** to ******* on 7/4/2022 as a result of the pilot union strike. 5 trains later we flew to to Spit ******* a day late. The strike continued through our return trip so we were once again left stranded and forced to purchase way overpriced ticked to get us home ($2,000 x 6 and this excludes costs incurred on the front end of the trip).We have begged and pleaded SAS to provide us 1 simple item so that we can seek reimbursement through travel insurance purchased. This very simple item is a letter stating that our flights were cancelled due to a Strike. Not just cancelled (we have that), specifically stating that is was a result of the strike.SAS has indicated that this letter does not exist and that I would need to file a complaint on their website, which I did. It feels like there is collusion between them and *** Travel Guard to deter payments of claims.I understand that the Strike was not planned, but not having the ability to produce a simple letter is unacceptable.

    Business Response

    Date: 09/16/2022

    I have now sent the customer the letter she requested for her to provide to her insurance company. Kind regards, *****

  • Initial Complaint

    Date:07/13/2022

    Type:Product Issues
    Status:
    Answered
    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 flight with SAS (Scandinavian airlines system) they went on strike on 7/4/22, my flight is scheduled to leave 7/15 with a status of likely to cancel if strike continues with the lack of customer support and guidance with the strike I have no option but to cancel my flight and find last minute arrangements. The airline is refusing to acknowledge or work with us as customers with this issue. I am looking to cancel and get a full refund on my flight and this airline is impossible to get a hold of, have guidance and not allowing me to cancel the flight to prep plans. This flight was by no means cheap, and I am spending more time and money trying to find guidance and arrangements with horrible customer service. I am simply looking to cancel my flight and get a refund for the tickets due to a pilot strike and poor customer service.

    Business Response

    Date: 08/25/2022

    Hi ******, Due to the pilot strike customer was not able to fly on SAS. We rebooked her and she traveled on Lufthansa outbound and SAS on her return flight. She did not need to cancel her reservation, as we were able to assist her. Kind regards *****


  • Initial Complaint

    Date:07/06/2022

    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.
    SAS recently cancelled our flight due to a pilot strike. They provided an alternate route which we were not able to adhere to so we tried to reach out to the airline to find an alternate route. The airline website indicated due to the fact we booked the travel through ************ we had to contact them. We reached out to ************ but they indicated SAS had taken control of the reservation and could not resolve, so *********** assisted us in reaching out to SAS by phone to resolve the issue. *********** rep stayed on hold for four hours on our behalf and when they reached the rep ******** she was not helpful. She said they should be able to resolve it for us, which *********** said they could not. When *********** suggested to bring me into the call (I was on standby waiting) to discuss my options for rebooking or requesting a refund, ***** said she did not have time and was too busy to help. Since SAS did not want to help, and *********** could not, we had no choice but to request a refund and we will have to rebook our flight, which is impossible to do right now as flights are being cancelled and hold times with SAS are excessive. We request that SAS contact us to rebook flight to an acceptable time, or reimburse us for any costs we will incur for rebooking ourselves.

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