SAS Reviews 1,556

Absolutely awful customer service. Hours on the phone waiting to speak to someone when the website directed us to call them. Rude on the phone and extremely unhelpful. Avoid at all costs

This is a LOW COST airline and you are treated as such. Absolutely disgusting and filthy planes, disgusting service, avoid at all costs. Flights often cancelled and delayed with no notice and no compensation.

My flight to my destination with SAS was smooth and pleasant, and I initially felt confident in their service. Unfortunately, my return experience was a complete nightmare. My arrival time in Oslo and my connecting flight departure were scheduled for the exact same time—an impossible transfer that set me up for failure from the start.

I attempted to get help by calling customer service, but no one answered. I searched the airport extensively for SAS staff, and when I finally located the ticket station, I was issued a standby ticket. The only available seats on my long-haul 8-hour flight were broken, including malfunctioning TV screens. This was extremely upsetting, especially given the amount I had spent on my round-trip airfare. My back was in pain, and I felt completely disregarded as a passenger.

SAS also showed a lack of awareness regarding invisible disabilities. Many assume disability is solely physical, but my challenges affected me from ground level to 30,000 feet. Being forced to navigate a crisis situation without proper support was reckless and exhausting.

Given this experience, I will be requesting refunds or some form of monetary compensation, as this treatment is unacceptable for any traveler, regardless of ability. SAS needs to reevaluate how they handle tight transfers, customer support, and accessibility for all passengers.

We checked in and were not told we had to check our carry on. We make it all the way to our gate to be informed that we have to check our bag. It was small enough to be considered a carry on for every other airline and It is 75 Euros. And they were rude about it when I mentioned it was able to be a carry on on every other airline we’ve been on. I highly do not recommend. If I were you I would choose any other airline. They have a 1.3 stars for a reason… after boarding its clear it would have fit so we were robbed 75 euros. Also apparently you aren’t allowed to have your items by your feet for the emergency exit row which I’ve only ever experienced on the other worst airline I’ve ever taken.

SAS cancelled my flight with roughly 8 hours' notice. That's frustrating enough on its own, but what followed has been an absolute nightmare.

I need a simple cancellation certificate for my travel insurance claim. That's it. One document confirming SAS cancelled the flight. Five months later, I still don't have it.

I've contacted support via chat and email more times than I can count. Cases get opened, then closed without resolution, or marked as duplicates of other cases that don't even appear in the system anymore. Chat agents give conflicting information every single time. Nobody follows up. Nothing gets resolved.

I eventually had to send a formal written request threatening escalation to consumer protection authorities just to be taken seriously... and even that hasn't produced results yet.

This isn't about a delayed flight or a lost bag. It's about basic administrative competence. SAS cannot issue a standard document confirming their own cancellation. If you're flying SAS and anything goes wrong, be prepared to fight for every piece of paper you're entitled to.

Be careful of delays with SAS. They do not inform you via messages/emails, nor do they update the flight in the app. Pilots and crew seem to be operating in the dark and are not helpful. A legacy airline that I’ll avoid in the future.

I'd like to leave a review for two women who work for SAS, "INGUNN" and "GRETE," the only ones who went out of their way to find my son's tablet, which he left on the plane. They were incredibly helpful and kind, unlike the staff at the lost property office and the staff at the SAS offices inside the airport. Thanks again, INGUNN and GRETE!!

The flights was delayed because somebody forgot to wipe a sensor. Stuck on the tarmac for 3 hours, minimal information given regarding connecting flights. No staff in key places to shepherd people to their connections. DO NOT WASTE YOUR MONEY ON THESE FLYING CLOWNS. 9 hours extra travel time.

This is a first for me, I am usually fine with SAS. But this time I went to modify my outbound flight, and the platform automatically also changed my return ticket to a business one - and charged me for it. I had not asked to change the return, and never asked for a business ticket - I had only checked the "outbound flight" box, and only got to pick a new outbound date. No question was asked about the return. The customer service explains that they cannot do anything to "downgrade" me back, and that I have to cancel the whole thing and rebook. I can't do that because of my bank card limits - and in the time I can buy a new one, the prices will have gone up. They refuse to acknowledge the fact that they charged me for something I never asked for, or that it was their platform's mistake. The "customer care" person just hung up on me. They also directed me to file a claim, only for another advisor to tell me there is no way to make a claim about this online - he says I have to write a letter. At least that's funny...

Terrible after flight customer service. Flight Prague - NY. One luggage totally damaged. No claim office at the airport. You get a link that don't work as it should. Way back. Second bag also damaged, two bags missing. After a month that ask for a receipt for my bag that I don't have. They don't want to pay a small amount for a pair of jackets, that we had in the missing bags. They say that if you go home, you won't get anything. They do all not to pay any amount.

No telephone support and no transparency on delayed luggage compensation.

SAS disaster in communication and rip of when compensating for a fully destroyed Rimowa suitcase - do not recommend
My checked Rimowa suitcase was fully damaged during a flight in Dec, and is no longer usable. I submitted a claim promptly. The Rimowa suitcase, a premium product designed for long-term use, was fully functional before the flight.
SAS offered a compensation of €114, which does not reasonably reflect the value of the damaged luggage. I therefore requested a reassessment based on the principles of the Montreal Convention, which states that compensation should reflect the value of the item at the time of damage.
However, regardless of several follow ups, SAS stopped responding entirely or taking full responsibility. This trip has become exponentially expensive, needing a new comparable suitcase, when the original was fully functional before and would have lasted many more years, if not carelessly handled by SAS. 
As a result, I have been forced to replace a fully functional suitcase at significant personal cost, which would not have been necessary had the baggage not been damaged during handling.
I would appreciate it if someone from SAS customer relations could review this case properly and provide a response.
Case reference available upon request.

SAS cancelled my flight 10 days prior to departure and offered a return flight 2 days early as the only option other than cancel flight. I cancelled and found another flight for $1200 more.

I had a very disappointing experience with SAS customer service.

I booked a ticket by phone and was informed that the total amount to be charged to my credit card would be EUR 223. I clearly agreed to this amount. However, after the payment was processed, I noticed that EUR 293 had been charged to my card, including an unexpected EUR 70 “Additional Service Fee” that was never mentioned or approved during the call.

While I was still on the phone on 19 February 2026, I confronted the customer service representative (Faith) about this extra charge. She placed me on hold for around 20 minutes, then returned and told me that the EUR 70 charge should not have been applied. She said she had opened a refund case and assured me that someone from SAS would contact me the next day.

However, no one contacted me for three weeks.

When I called SAS again after three weeks, another customer service agent informed me that no case had ever been opened under my booking reference or my name. This means the representative misinformed me and did not actually submit the claim as promised.

I am now still waiting for SAS to investigate this matter and refund the incorrectly charged EUR 70.

Very disappointing experience with customer service and lack of transparency in charges.

Flights are ok, their Copenhagen lounge is very nice BUT dealing with the booking, the registration of Eurobonus profile, the log-in the overall functioning of their website, AND their customer service is a real nightmare. I finally was able after FOUR WEEKS to create an Eurobonus profile, and now, in order to retroactively claim points, I am back to square one. DISASTER

Had a flight delayed for 11 hours in CPH, service agent lied to us saying we would receive the €261 compensation and as such did not need to keep receipts for expenses during this delay. This is a direct violation of section 20 of EU regulations pertaining to delayed flights, as well as a violation of section 16 that states passengers should be adequately cared for. Do not recommend flying with SAS

The planes are great and the crew are good. However the food is utterly shocking. No airline - despite the cutbacks - should serve food like that.

Awful customer service!!!! Called 5 times to try flights sorted and still not! Never fly again

They cancelling my flight and booked me a later flight which got delayed for 6 hours. Lost my plane from Heathrow to Sidney in Australia.
Had to book into a hotel for the night. Calling SAS for rebooking, but very unhelpful. Had to find a new flight home and cancel my vacation. A nightmare.

Very disappointing experience with SAS. Our family booking was changed to a much worse schedule, even though we were travelling with small children. Instead of a daytime journey, we were given an itinerary that would leave us awake through the whole night, waiting at the airport, and then still facing a 200 km drive home afterwards. SAS showed no concern at all for the fact that because of their schedule change we had to cancel and rearrange our other bookings, including accommodation, car rental, and bus tickets. Customer service was extremely frustrating, as we were constantly sent from one person to another without any real help or responsibility. In the end, the only options offered were to accept the much worse itinerary or cancel. Even low-cost airlines have treated us better than this. We will never book with SAS again.