Scandinavian Airlines Systems

I have contacted the customer via email today to advise her that we have requested a check today for the fare difference on her ticket when she was downgraded from Plus to Economy Class.

Complaint: [redacted]
I am rejecting this response because: the number I was given goes straight to voicemail and...

no one ever answers. I have had a lady named Ellen T[redacted] from the airlines contact me through email. I sent her a photo of the glasses and still have not received a response from the airlines after that last email. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If they had read my complaint carefully, they would have known that I did not get Plus on EITHER flight.  On top of that, my flight from LAX was evidently overbooked, and since they got me to my destination many hours late, and it was an International flight, they own me much more than $350 per ticket (which is actually less then I paid extra for Plus and they did not refund the tax).  AND it is now over a year since I bought the tickets - SAS takes months to respond to complaints!
Regards,
[redacted]

We have been in contact with Mr. [redacted], and have advised him that SAS will reimburse him for the downgrade on both his outbound and return flights.The flight from LAX to ORD was operated by [redacted], and we have advised him that although he had a confirmed ticket on that flight, SAS has no control over the overbooking of the flight by [redacted]. If you should have any questions, please do not hesitate to contact me

this is resolved we received our  luggage

I had contacted the airport and was advised that the customers glasses were not found on the aircraft. On January 10th, I sent an email to the customer to advise that they were not found. The phone number provided will be answered by a machine if the staff is not in the office. If the customer leaves a message, the call will be returned. Kind regards, Ellen

The flight that Mr. [redacted] and his family were booked on was cancelled due to a technical issue with the aircraft.  They were rebooked to travel on the next day, December 7. He has written to our Customer Care department in December, and was advised that SAS does not cover lost...

wages.  It was suggested to him to contact his insurance company for reimbursement. EU compensation was provided to him and his family in the amount of $2610.00USD and he also received an additional $120.00 for care.   As [redacted] has already been compensated, this case has been closed. If you should require any further information, please do not hesitate to contact m

Mr. [redacted]'s luggage was found and returned to him. Our Luggage department has contacted him and advise him he will be reimbursed for the added expenses incurred for the clothing purchased while his bag was delayed.

Complaint: [redacted]
I am rejecting this response because: I am not sure if this is a violation of my privacy exchange data between me and SAS in regards to EU261 Compensation but SAS did not have my permission to disclose this information and this communication will be available publicly on Revdex.com website!By Law in EU, SAS is obligated to obey EU261 Compensation if there is flight delay or cancelation and also, by law, to cover expenses as food and shelter and this complain is not referring to that and please do not try to divert the attention. So, $120 was for food in 24 hours and SAS is obligated to pay me that and I have the receipts that I have forwarded already.Now, coming back to real issue, the 24 hours of delay was the most horrified and horrible flying experience I have ever had.We were stuck inside the airplane for 3 hours due to some Engine Faulty Indicator that the Captain kept announcing every 15 minutes that it was fixed and NOT fixed (most stressful and horrified experience)SAS couldn’t no even handle 400 passenger when the flight was cancelled, nobody was there to guide and tell us what to do next, and we were stuck in Transfer Area for another 4 hours hungry, frustrated, exhausted and tired. My wife and 2 kids (4 and 2 years) were crying. My kids were crying due to being stuck in a room 20*40 meters with 400 people and we could not even go and get something to eat because we were afraid to lose our turn and not known if SAS announces something.I don’t want to go through every details of 24 hours of horrified flight cancelation, in fact just thinking about makes me feel bad, but my point is that SAS miserably failed to handle a single flight cancelation.By law I am not obligated to have insurance when I am traveling so please stop using that as an argument.I am not here to ask for some sort of sympathy. I am here to ask for my right and the flight cancelation caused me to lose income and SAS is obligated to pay that.By law, every airplane and specially Airlines airplanes need to be pre-checked according to the procedures for before boarding passengers. SAS simply can’t onboard passengers and then fining out that the airplane has technical issues.  This is utterly unacceptable that a Captain stressing out the passengers every 15 minutes and tells them that it is fixed/not fixed and there is a “Wrong Faulty Indicator”.If SAS does not agree upon my request, I am willing to take this case further to U.S. DEPARTMENT OF TRANSPORTATION and file a case against SAS.SAS also owe me 4*$28 for the seats that I reserved on our way back but never got my seats due to the cancelation. 
Regards,
[redacted]

:Thank you for your email  regarding an irregularity experienced while enroute with SAS, on May 18 from [redacted] to Stockholm.   Please accept our apologies for our delayed response to you.Unfortunately, there are those inevitable occasions when a flight cannot be operated due to...

a mechanical malfunction on the scheduled aircraft.  Since safety is always our first priority, the decision was made to cancel the flight and proceed to make alternative travel arrangements for the affected passengers.It is our aim to minimize the strain and consequences imposed on our passengers when a cancellation occurs.  Please accept our sincere apologies for the lapse in service on this occasion.  We wish however to assure you that our management team at all our Airports are currently reviewing procedures to ensure improvement in the processing of passengers of a cancelled flight in the future.We can advise you that the compensation does not apply if the cancellation is caused by an extraordinary circumstance.  Specifically, that the cancellation could not have been avoided, although all reasonable measures had been taken.We have requested a check for the added expenses you incurred in the amount of $246.70USD.  Kindly allow 10-14 business days to receive it. Again, may we offer our sincere apologies for the lapse in service you recently experienced.  We thank you for taking the time to write.S

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish,...

you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have received your letter today regarding this customers complaint.  We have responded to him again to advise that there is not further compensation due to him. As he did not travel in Plus class on his flight to Copenhagen we have issued a check to him for the fare difference plus the...

baggage charge.  The reimbursement was for 800.00USD.They did travel in Plus class on the return flight and therefore is not entitled to any compensation on that flight. If you should have any questions, please do not hesitate to contact me.

Review: My husband and I purchased a flight which was supposed to happen on May but was canceled twice - on May and May Besides experiencing a lot of stress and losing more than one day of our short vacation we lost money on the booked hotel, booked car and other expensesI posted a complaint on SAS website on July and attached all checks and ticketsI have never heard backI called at least times during the last months and was promised that someone would call me backNever happened.Desired Settlement: I want the refund of the lost money in the amount of USDThis is the minimum that should be compensated
Business
Response:
:Thank you for your email regarding an irregularity experienced while enroute with SAS, on May from [redacted] to StockholmPlease accept our apologies for our delayed response to you.Unfortunately, there are those inevitable occasions when a flight cannot be operated due to a mechanical malfunction on the scheduled aircraftSince safety is always our first priority, the decision was made to cancel the flight and proceed to make alternative travel arrangements for the affected passengers.It is our aim to minimize the strain and consequences imposed on our passengers when a cancellation occursPlease accept our sincere apologies for the lapse in service on this occasionWe wish however to assure you that our management team at all our Airports are currently reviewing procedures to ensure improvement in the processing of passengers of a cancelled flight in the future.We can advise you that the compensation does not apply if the cancellation is caused by an extraordinary circumstanceSpecifically, that the cancellation could not have been avoided, although all reasonable measures had been taken.We have requested a check for the added expenses you incurred in the amount of $246.70USDKindly allow 10-business days to receive itAgain, may we offer our sincere apologies for the lapse in service you recently experiencedWe thank you for taking the time to write.S

Review: Describing everything that went wrong for this flight (Round trip, LA to Copenhagen), and the problems we have had with Customer Service, would take more that 2000 characters. I have full written records covering everything, but here is a summary.

For the departing International flight [redacted] must have overbooked because our booked flight left on time. [redacted] would not or could not explain why we were denied boarding or why our seats were taken. We had received a text message that very morning confirming our flight. We were first moved to a later flight, but that flight was canceled (the plane was at our gate, and we were in the boarding line, when they diverted the plane for another flight). We were then moved to a different airline and arrived in Copenhagen many hours later than originally booked. We had paid for SAS Plus, a semi-Business class, but we flew in economy seats (the last seats available). On our return flight SAS changed to a plane that did not have SAS Plus and put us in economy seats. We were not told this until after we had boarded (we actually had even more problems with this flight).

SAS Customer Service takes months to resolve disputes, and after multiple letters and calls, they offered us $800 ($350 for each ticket plus $100 that [redacted] erroneously charged for luggage). I immediately responded that this was less than we had paid for SAS Plus, beside the stress and frustration of not getting what we paid for. SAS never replied, but they sent a check which I have not cashed.Desired Settlement: A total refund of $4099.60. We have a check for $800, but I have not cashed it.

For the flight LA to Copenhagen, International agreements say that we are each entitled to $1350 (400% of the fare limited to $1350). For the return flight, we are due, at a minimum, what we paid for SAS Plus, around $375 a ticket, plus $100 that [redacted] erroneously charged us for luggage. I feel that at this point, after all of the effort and delays trying to get SAS to even talk to me, we are entitled to a 100% refund. I am in my seventies, we paid for extra comfort on this long flight but we did not get it; only stress, delay, and actual mistreatment by [redacted] (the first flight was a SAS co-flight flown by United). This really got our vacation off to a bad start.

Business

Response:

We have received your letter today regarding this customers complaint. We have responded to him again to advise that there is not further compensation due to him. As he did not travel in Plus class on his flight to Copenhagen we have issued a check to him for the fare difference plus the baggage charge. The reimbursement was for 800.00USD.They did travel in Plus class on the return flight and therefore is not entitled to any compensation on that flight. If you should have any questions, please do not hesitate to contact me.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: If they had read my complaint carefully, they would have known that I did not get Plus on EITHER flight. On top of that, my flight from LAX was evidently overbooked, and since they got me to my destination many hours late, and it was an International flight, they own me much more than $350 per ticket (which is actually less then I paid extra for Plus and they did not refund the tax). AND it is now over a year since I bought the tickets - SAS takes months to respond to complaints!

Regards,

Business

Response:

We have been in contact with Mr. [redacted], and have advised him that SAS will reimburse him for the downgrade on both his outbound and return flights.The flight from LAX to ORD was operated by [redacted], and we have advised him that although he had a confirmed ticket on that flight, SAS has no control over the overbooking of the flight by [redacted]. If you should have any questions, please do not hesitate to contact me

Review: Our flight with SAS got canceled From Copenhagen to Washington DC on December 6. 2015 and was re-booked next day December 7. 2015.

Due to the cancellation I was not able to be at work and that lead to income lost for amount of h/r $70 USD (8*$70=$560)Desired Settlement: I am asking for the compensation of 8 hours of income lost h/r $70 USD (8*$70=$560) due to note being able to work that Monday December 7. 2015.

I am the only financial provider for my family and and not being able to work matters a lot.

Business

Response:

The flight that Mr. [redacted] and his family were booked on was cancelled due to a technical issue with the aircraft. They were rebooked to travel on the next day, December 7. He has written to our Customer Care department in December, and was advised that SAS does not cover lost wages. It was suggested to him to contact his insurance company for reimbursement. EU compensation was provided to him and his family in the amount of $2610.00USD and he also received an additional $120.00 for care. As [redacted] has already been compensated, this case has been closed. If you should require any further information, please do not hesitate to contact m

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not sure if this is a violation of my privacy exchange data between me and SAS in regards to EU261 Compensation but SAS did not have my permission to disclose this information and this communication will be available publicly on Revdex.com website!By Law in EU, SAS is obligated to obey EU261 Compensation if there is flight delay or cancelation and also, by law, to cover expenses as food and shelter and this complain is not referring to that and please do not try to divert the attention. So, $120 was for food in 24 hours and SAS is obligated to pay me that and I have the receipts that I have forwarded already.Now, coming back to real issue, the 24 hours of delay was the most horrified and horrible flying experience I have ever had.We were stuck inside the airplane for 3 hours due to some Engine Faulty Indicator that the Captain kept announcing every 15 minutes that it was fixed and NOT fixed (most stressful and horrified experience)SAS couldn’t no even handle 400 passenger when the flight was cancelled, nobody was there to guide and tell us what to do next, and we were stuck in Transfer Area for another 4 hours hungry, frustrated, exhausted and tired. My wife and 2 kids (4 and 2 years) were crying. My kids were crying due to being stuck in a room 20*40 meters with 400 people and we could not even go and get something to eat because we were afraid to lose our turn and not known if SAS announces something.I don’t want to go through every details of 24 hours of horrified flight cancelation, in fact just thinking about makes me feel bad, but my point is that SAS miserably failed to handle a single flight cancelation.By law I am not obligated to have insurance when I am traveling so please stop using that as an argument.I am not here to ask for some sort of sympathy. I am here to ask for my right and the flight cancelation caused me to lose income and SAS is obligated to pay that.By law, every airplane and specially Airlines airplanes need to be pre-checked according to the procedures for before boarding passengers. SAS simply can’t onboard passengers and then fining out that the airplane has technical issues. This is utterly unacceptable that a Captain stressing out the passengers every 15 minutes and tells them that it is fixed/not fixed and there is a “Wrong Faulty Indicator”.If SAS does not agree upon my request, I am willing to take this case further to U.S. DEPARTMENT OF TRANSPORTATION and file a case against SAS.SAS also owe me 4*$28 for the seats that I reserved on our way back but never got my seats due to the cancelation.

Regards,