Scandinavian Airlines

Warning Stay Away, beware hidden fees and horrible customer service.
The SAS booking website is misleading in regards to fees and policies. When you look at the ‘Fare rules’ that are visible during the pricing page, the text leads one to believe that you can change the non-​refundable ticket reservation without additional charge. The fine print says there is a $ 300 fee PER TRANSACTION, but they will charge you PER TICKET.
Dealing with their customer care is the absolute worst. They will not even read back the text of the rules.
After complaining, my reservation got cancelled and they are refusing to either reinstate my tickets or give me a refund.
They seem to think it is okay to take over $ 3000 from a customer, cancel a booking, give back only $ 420 and keep almost 1600!
A few words of advice when shopping for a flight. Look at the financial situation and reviews of a carrier before booking.

Total shithole company. This airline used to be almost as good as pan-​am. NOT ANYMORE. A wonder this company is not bankrupt.

Their customer service sucks. Help lines are only open 9 – 5 M-​F and even then they rarely answer the phone. Very hard to check in on-​line, despite all the emails they send you asking you to do so. Flight itself is OK, though charging for a second drink is a bit cheap. They are a hybrid between a full service airlines (like BA) and a discount airlines (RyanAir/​JeyBlue etc). I would NOT fly with them again.

If I could give 0 I would. We flew from Dublin, layover in Coppenhagen, with final destination being Italy. This is our honeymoon. My husband’s checked back came out first on the belt and mine never showed up. EVER. After waiting 1.5 HOURS for my bag (because they don’t separate the flights for the conveyor belt), we then waited another 2 HOURS in line to report the missing bag. The Service representatives for Avia partners (what a joke) were the WORST. They took over 30 mins/​person to make a claim, when all that was needed was a bag description, address, temp address, and flight information. This took 30 mins/​person. It was unreal. Our flight landed at 6 pm, we did not leave the airport in Italy until 9:15 (which was lucky because the last train was 10, and there were still 6 more people in line to report missing bags).
We were only half way through our honeymoon, so I not only lost my luggage that had my clothes, first half of the trip’s souvenirs, and my retainer ($ 400 to replace) but I had to complete the rest of the trip without any toiletries (brush, lotion, soap, razor, etc. NOTHING).
They don’t give you an e-​mail to contact them (not a VALID email at least) and their phone number is only to ITALY (we’re from the states so it’s really expensive to call and sit on hold for over an hour) and even when you do call, you will almost NEVER get connected to a real person. If/​When you do you will be transferred off very quickly and never hear from them again.
I’ve read several other reviews on here now as well. Seems like checked bags are getting lost constantly when there is a layover in Copenhagen. This NEEDS to get fixed. IT’s beyond terrible.

WORST. AIRLINE. EVER
We were meant to be on a Flight home from Stockholm to Newark. Our flight did not begin in the best manner. We first stood in a kiosk queue, which did not work. We received error messages that simply said «please use another kiosk». We then approached an employee who told us to stand in the baggage drop queue as they would help us with the checking in and baggage drop. We did so stand in that long queue at which point another employee told us that we were in the wrong queue (and also informed us that the kiosk employees are simply summer interns that don’t know any better). We were then pointed to another long queue, which we stood in for an hour because they only had two attendants checking in passengers in that queue.
We then proceeded to our gate. After nearly 4 hours standing in that gate we were finally informed that the flight had been canceled. We were all booked hotel rooms and told that the airline would contact us shortly for new flight bookings.
We found out later that night (after having to call them, they did not call us) that our second flight was not scheduled for TWO DAYS. There were plenty of earlier options with the Star Alliance partners, but that would have required them to put us in a business class seat on one leg. Clearly cost outweighed customer service in this case.
To make matters worse, they only booked us for one night at the hotel. We were required to have multiple discussions with the hotel plus multiple discussions with their «customer service» (more on that) line who refused to help us and informed us that we had to go back to the airport to stand in a queue — again — to get approval for the second night stay at the hotel. We then proceeded to the airport and at that point we were sent on a «wild goose chase» to multiple counter spaces and multiple employees telling us different places to go to get such approval. We finally ended up at «baggage service» desk (not kidding) and that person FINALLY approved our extra night.
After finally returning to the US yesterday we contacted the US «customer service» number. We called the 800 number located on the website and selected the option for «customer relations». We were then informed that the US 800-​number DOES NOT HAVE ANY LIVE CUSTOMER RELATIONS REPRESENTATIVES and that any representative that you talk to simply does bookings and that we are required to fill out the online form before any customer service rep will actually speak with us. Its been 15 days, still no response. We’ve received better treatment at the Post Office.

Horrible customer service! Book at your own risk. We were traveling from Amsterdam airport to Paris and checked in on time but our bags were two minutes late getting to the bag drop point and wouldn’t take our bags. Granted it was our fault we arrived late and it’s a European policy not to allow bags to fly on a plane that the passengers are not on. The people at the desk seemed to try and help enough but when they gave us the customer service number to the airline to get on another flight that’s where they did not care. Since we booked our flights through a travel app and not directly through the airline they refused to even speak with us and told us to call the travel app and buy new tickets. I hope this customer service person has an incident like this happen to them with the same customer service and then they will be more empathetic. Anyways we booked on one of the trains which turned out to be cheaper than this sub par airline and got to our destination an hour earlier. I highly recommend looking at other airlines or just going straight for the train.

I wasn’t a big fan with SAS before but decided to fly with them during my summer vacation this year.
They offered a decent price and convenient non-​stop connection between my destination points, and i purchased a ticket 8 months in advance.
One month before my trip they changed my itinerary, and now I don’t have a non-​stop flight any longer.
I tried to contact their customer service but it’s a joke. They are open Mon-​Fri, 9 – 5 pm only, and their online help desk is disabled (although this hyperlink is on their website).
If I knew that before, I would book my flight with Norwegian which would cost me only a few bucks more.
I am not going to use SAS in the future.

WORST EXPERIENCE EVER AND I’M NOT EVEN ON THE PLANE.
I booked a flight from Tallinn-​Reykjavik, a few minutes later I got an email saying it was canceled because they could not verify payment.
I called customer service and told them the funds have already been taken out, he said the charge will fall off in a couple of days, understandable, it happens.
It didn’t, payment cleared
After the payment cleared, they made an Unauthorized charge for the same amount!
SAS said it’s already been refunded and they won’t give me an email so I can show them my bank statement showing all charges.
So I have paid twice for the same booking and no plane ticket, I don’t know what to do.
STAY AWAY FROM THESE CROOKS.

SAS is basically terrible– if you call their customer service number you will be on hold forever. Their business class fares to Europe are missleading as they do NOT include business on the domestic connecting segment– basically why fly crap– pick another airline.

I cant say I had a bad experience with SAS. I flew to Rome with a stop in Denmark. Bags are free and you revive two free meals. Flights landed on time and had no issues making my transfers. I will take one star off because the in-​flight entertainment system was broken on my flight to Rome which made for a slightly boring flight.

This is the worst customer service I have ever experienced. If you are a US citizen, be very careful if flying this airline. Remember that they are not US-​based and if you need to reach them for anything, you are f*#ked.
I have tried every number possible to get answers on my lost luggage but only receive incredibly long wait times (40+ minutes) or answering machines from the 90s (try the Newark Airport number if your luggage is lost).
I would never recommend this airline to anybody, especially if they are a US citizen.

DO NOT EVER FLY with SAS!!! They lost my luggage during a connecting flight from Berlin to Coppenhagen to Wroclaw, Poland. There is no customer service. They close down their phone line that I tried to call about my lost luggage. It’s been 3 days since I got to Poland and still no luggage. I’m going back to the US with no luggage. This has never happened to me in my 10+ years of traveling! Worse customer service I’ve ever experienced!

DO NOT FLY SAS
We flew Newark to Copenhagen to Rome. The lost our bags along with about 40 other people on the flight. We have been in Rome 2 days and still no bags. They ruined our trip. We wanted to have a special anniversary in Rome before heading to a wedding in Lucca. Customer Service is a mess. WE have no clothes, nothing. They lost bot my bag and my husband’s I am so afraid we will be heading to Lucca with nothing. Worse airline ever!!!

Extremely poor customer service. They denied receiving my request for special meals after it took 8 week for my credit card people to finally reach them. This was my first experience with SAS and it will be my last.

ALL TIME WORST
they paid me I wouldnt fly with these guys
starnded, lost bagage, no customer service or assistance

Worst customer service ever, very unprofessional. Been on the phone with them for two days now and still no help. I was told they will call me back after the weekend but wouldn’t tell me a time or the name of the manager that will call me back.
I wish my mom didn’t book the ticket with them, promised myself in 2008 to never fly with them again and here I go again. Today I spent the whole day on the phone with the Swedish customer service team and didn’t get an answer for anything. Other than that they recommend that I cancel the ticket we have Economy plus get some money back to then re-​book a regular ticket for more money. How can SAS stand for a recommendation like that? Such poor customer service.
Spoke to Johan Albinsson and Erik Spets today– very unprofessional. My mom previously spoke to someone named Karin in their Swedish office. Let’s see if they will have their Manager «Thomas» call me back on Monday as promised.
Fly Delta or United if you want non-​stop service!

Incredibly poor service. Unprofessional. Kafkaesque.
When I attempted to fly airline in the fall of 2012, my ticket was postponed due to overbooking but I was issued a travel voucher for 600eur. I was not reimbursed for lodging or meal expenses even though this policy was stated on the reverse of the vouchers. I also could not redeem the voucher for ½ the value at ORD Chicago, where I was told that I could redeem the voucher for half its face value in cash CPH Copenhagen or TXL Berlin. When I flew out to those locations, I was told that I could not redeem the voucher at either of them either.
Upon return, the flight from TXL Berlin to ARN Stockholm did not exist. I have never been given any explanation as to why a ticket on a flight that I purchased but did not fly was never re-​imbursed or explained. I had to fly on Lufthansa via Frankfurt instead in order to complete the return trip to Chicago.
Then, this spring I tried to use the vouchers’ value towards a new trip. These were AGAIN not honoured and my reservation was not honoured when I arrived at the airport. This has NEVER happened to me with any other airline in many years of flying. If there is any issue with the ticket, it is standard etiquette to contact the traveller to let him or her know that the flight will not be as scheduled & confirmed, and this basic courtesy was not extended. I had to rebook on another airline in order to complete my trip.
Not only is SAS completely unreliable and unprofessional as a carrier, it is apparently fraudulent in its use of compensatory travel vouchers. Beware!

Every couple of years I make a trip over the Atlantic back to my home country in Poland. I had flown with Lufthansa (not a fan) and LOT (polish airlines– bigger fan) before and didn’t know what to expect when got a ticket with SAS this time around.
As it turned out it was that good that next time I only want to fly with them!
My flight from Washington DC to Copenhagen lasted over 7 hours and I didn’t even want to take my sleeping pills! I was entertained the whole time. I didn’t know it was possible on such a long flight– I am usually miserable and hating every minute of it.
From the moment I sat down and looked around at the spacious and modern cabin I knew it was going to be great. Comfortable seat, my own personal tv monitor mounted on the seat in front of me, a bottle of water waiting in the pocket on the seat… The food served later was also good. And speedy and efficient service.
The highlight of my flight was my tv screen. It had good movies (maybe 15 to choose from, like Hangover, March of the Penguins, Julie and Julia), good music channel (didn’t spend too much time there), detailed flight information and games. Who doesn’t love Tetris?
Between the games, food, a little nap, some movies, walking around the spacious cabin the time passed very quick.
The only tip I have to you– try to get the seat as far as you can from the restrooms. That is where they seat parents with screaming infants, because of the proximity to the changing tables. Even that didn’t spoil my experience and I can’t believe I am saying this but I am actually already excited about my flight back!

The light bulb just went on. Review these guys out of «Joysey,» via their Newark NJ North American hub, offices, reservation center, et. al.
Without hesitation, I can say that this is an excellent airline. Since I will always tip toward Alitalia and Air France, I was a little hesitant to go with them. However, with non-​stop service from Seattle to Europe, and connections at Copenhagen into southern Europe, their schedule worked well. On the outbound flight, I had to «partner up» with United to reach Chicago for the transoceanic segment. On the way back, I was able to get the non-​stop from Copenhagen into Seattle. While sort a sidebar, I had a window seat and didn’t know if I’d be looking at the Seattle skyline or Lakes Washington and Sammamish when flying over, or adjacent to, narrow hourglass shaped Seattle on approach to the airport. I got the Lake Washington view, with its floating bridges, and it was the icing on the cake for the long 11 hour flight. I actually prefer an East Coast transfer point to Europe, and spending 8 hours on an airplane for ONE segment, than 10.5 to 12 to come directly back to some point on the West Coast.
They are all about competence, from making contact with them for reservation issues, and throughout the flight. The best words to describe the in-​flight service are polite and respectful. Remember, the women, and men, who work in the cabin are Scandinavian, so it’s very different from an Alitalia or Aerolineas Argentinas crew who will banter with you if they’re in a good mood, and they usually are. The planes were clean and comfortable and I prefer any aircraft that has a 2-​x-​2 seating configuration and going for a window seat, and that’s how their long-​haul fleet is configured. The food was generally good and, as part of the meal tray, there were high-​end Scandinavian chocolates. And all the while, Jens and his co-​pilot (I’m being facetious) had everything under control in the cockpit.
Why didn’t I give them 5 stars? They’re close. For one, there is no longer a Seattle flight, probably stemming from a cost-​benefit analysis and seeing that both Lufthansa and Air France would be coming into SEA with similarly sized Airbus products. This means most people aren’t as likely to come into contact with them, having flights from only Chicago, Newark and DC, the same way that other less visible European carriers such as TAP Portugal and Iberia prefer to operate only from the East Coast and use domestic alliance carriers to get people to their hubs. Continuing on with Seattle, it’s also a little sad in that they had a REASON to come into Seattle, with its strong ties to its Scandinavian roots, and where you would actually meet people on board going to visit their relatives. Scandinavian then even announced via local radio ads there that their traditional 1:30-ish flight had been moved to the evening, allowing people to get in a day of work, and then go to the airport. Lastly, one meal really torqued me, while everything else was great. Between Copenhagen and Rome, I was served a chicken dish with some type of curry sauce. I was hungry, and I’m a food vacuum cleaner anyway, but I don’t like curry. Either that’s all they had for the economy cabin, or other passengers had exhausted the usual choice of 2 entrees.
Yep, I remember these guys. When I was a child, I remember they even served LAX and were called SAS. I never thought I’d be one of their passengers, but I was, and my positive perception of them was confirmed.

Scandinavian Airlines, the flag carrier of the Scandinavian countries (Denmark, Sweden & Norway) is perhaps among the best airlines I’ve ever flown with. Efficient, stylish and accommodating, SAS is essentially a manifestation of Scandinavia as a whole.
SAS uses comfortable Airbus A330 and A340 jets to shuttle passengers between New York (Newark), Chicago, Washington, D.C. and Seattle on nonstop routes to Copenhagen and Stockholm. I’ve taken the Newark to Copenhagen route several times and have always been impressed with what I’ve experienced, but best yet is that I can assuredly say that I’ve seen a marked improvement with this airline overall. On board, Economy Class seating is in a 2+4+2 arrangement. Each seat has its own TV screen featuring movies, games and other neat features (the maps, etc.) including down and forward live cameras on the outside of the airplane so you can watch at the pilots execute their take-​offs and landings. Any airline that has Tetris in their AVODs is fantastic in my book…
Food and drink service is always good (it’s airplane food, but at least they mix it up and it’s presented nicely) and alcoholic beverages (beer, wine, liquor) is still complimentary in Economy which is becoming a rarity among airlines these days. Also unique to SAS as far as I’ve experienced is that they serve warm bread with the first and second servings on board, which is a nice Scandinavian touch. The seats on the airplane are comfortable enough, although a bit narrower than on American-​based airlines, but you’re provided with blankets and pillows to help you relax and with all the free alcohol, that’s not hard. The flight attendants are efficiently Scandinavian, but warm and patient with my repeated requests for water during the course of the flights. Most of the time, the Transatlantic flights I have been on have arrived to their destinations early (sometimes up to 30 minutes early) to which the Captain, in his usual Scandinavian humor will say «Hope you don’t mind…»
SAS’ prices are generally a bit higher than other airlines going to Europe, but with nonstop service direct to Scandinavia, it is worth the premium of not enduring a layover on the way. Recently, their prices have come down significantly and I just traveled to Copenhagen during the past weekend, nonstop for $ 375 round-​trip including taxes and fees. With prices this low, I hope they can remain in business, but I’m not worried either. Overall, I always enjoy myself and look forward to traveling with SAS — If you’re heading to Scandinavia or Northern Europe, it’s highly recommended.