Scandinavian Airlines – SAS

Be very wary of flying SAS if you want to return home with your luggage! I flew home from London on SAS (with a connection in Stockholm) several days ago. When my luggage did not arrive in O’Hare, I spoke to a representative who told me to use their online tracking system to check for progress. Several days later, absolutely nothing has changed on the online tracker, despite me sending additional information to supplement the report.
In addition, I have called the baggage desk several times to inquire about the status of my bag. After making several calls and leaving a voicemail, STILL no one has contacted me to provide an update. I have yet to talk to a human about my bag, despite several attempts.
When your luggage is lost, they provide you with a card that outlines the timeline of the process. They say «almost all luggage» is found within 36 hours, but if it has not been located at that time, they will contact you within 72 hours for additional information – this is not true! It has been nearly 100 hours since I filed my report in Chicago, and no one has contacted me even once. Terrible customer service!

Did SAS break the law in the US or Sweden by not honoring a refund option stated by an SAS employee?
I had to cancel a reservation due to a back injury. At the time I canceled the reservation, I was told that I could get a partial refund (-$ 700 from the total) or book another ticket. When I followed up on a second call to get the partial refund, I was told that was never an option. When I asked to speak with the manager in the call center (Christian — TTL), I as told to call another day since he was too busy. This very simple issue could have been resolved quickly with good customer service. A formal complaint has been filed with the Department of Transportation in the United States.

Thank you SAS ticket counter at SFO. They where able to help more than the 800# and saved our vacation!

Overall a decent budget airline. I have flown them 3 times long haul and twice within Europe. Although their planes are a little dated (cabin updates are apparently rolling out this year), their economy product is pretty good. The seats are much more comfortable than higher-​priced Lufthansa’s. The food is surprisingly some of the best I have had in economy, compared to competitors KLM (although their food isn’t too bad either), Lufthansa, United, and Air Berlin. The boarding/​deplaning process at SFO has always been efficient when I have flown with SAS, but I think that was more the result of the airport staff, not SAS specifically.
Three negatives: 1) The in-​flight entertainment is not really on-​demand, but rather on channels. If you don’t catch a movie from the beginning, you’ll have to wait until it has finished to be able to watch it all. They do have an awesome movie selection though! 2) All beverages outside of the meal time (aside from water) must be purchased. 3) All alcohol is also not free, but I guess that’s fine since drinking on a plane is pretty bad for you anyway…

Be warned! Scandinavian airlines /​SAS or whatever they are calling themselves these days is awful. In short I was very disappointed to learn that my vegetarian option I requested when I booked my 13 hour flight was ignored. I spoke with 3 managers at SFO who were all quick to say «NO», or «too bad». Apparently when you request a vegetarian option you must call 24 hours in advance to confirm they have it in their system. When I asked why it doesn’t say this on their website the managers replied «I don’t know». Also SAS only serves 1 free beverage (soda/​water) on international flights and nothing is free on domestic flights so have your credit cards ready! If all of the above wasn’t appalling enough, the airplanes are old as dirt and lack modern day entertainment systems. With all this said I hope it’s clear that I will never fly this airline again! Stick with Virgin Atlantic!