SAS Reviews 

SAS cancelled our planned inbound flight. The alternative they offered did not work for us, so we asked for a refund on the inbound whilst keeping the outbound. However, they will not refund the inbound ticket until after the date of the outbound flight. This is several months away, and in the meantime I have needed to cash out for an alternative flight. This is completely unacceptable. It is my money. SAS has cancelled what I paid for, and has no right to retain the money!

On the return leg from Oslo to Rome on 3 January 2025 (flight number SK 4713) the two flight attendants in economy class refused my 6-year old daughter and me to use the second toilet in the rear of the plane (that’s the toilet where a staff seat is mounted to the outside of the toilet door). The reason given by the male flight attendant was: “Vi må jo også kunne sitte!” (=“We must also be able to sit!”). He made this statement with a dismissive tone of voice while he continued to use what appeared to be social media and while continuing to chat with his colleague about photos and messages on his tablet. As a consequence my daughter was highly uncomfortable while we had to wait for the other toilet to free up. Appalling.

YOU ARE A COMPLETE DISGRACE. On January 4, 2026, after a flight on a plane that looked like a can, you lost my luggage (a backpack with raincoat) from Copenhagen to Milan Malpensa. It was returned to my home WITHOUT some belongings (some clothes and climbing items) OPENED, WITHOUT MY RAINCOAT ON. I asked for at least a refund by filling out the form and attaching the receipts, but it was denied. My belongings were LOCKED and LOCKED inside the suitcase, so SOMEONE HAS STOLEN my things and you don’t even do a research or compensation. After a very uncomfortable flight. I absolutely do not recommend this company.

I’m writing this review to share an ongoing issue with SAS baggage handling.
My checked luggage was delivered one day late, and when it finally arrived, one item was missing from inside the suitcase.
I have already submitted a formal complaint and provided my PIR number, and I am currently waiting for SAS to investigate and respond.
Delayed baggage can happen, but missing items from a delivered suitcase is concerning. I hope SAS handles this case professionally and offers a fair resolution.
I will update this review once the case is resolved.

They should be ashamed, they lost our luggage in Oslo leaving us without clothes... ruined holiday... not even in the third world... and then the gentlemen from the north behave like such boasters of their efficiency

Terrible experience with SAS – completely irresponsible

Flying with SAS was one of the worst airline experiences I’ve ever had. The plane was old and poorly maintained, uncomfortable and unreliable.

The biggest issue was the luggage disaster — almost everyone on the flight lost their bags. This level of incompetence is unbelievable.

At Toronto airport, SAS staff were unresponsive and unhelpful. They avoided questions, gave no clear information, and took no responsibility while passengers were left confused and frustrated.

SAS clearly does not care about its passengers. I will never fly with this airline again and strongly recommend avoiding it.

I’ve had a very frustrating experience with SAS customer support and baggage charges. More than once, I waited in the online chat queue for over 90 minutes and then got removed from the queue, forcing me to start over.

On top of that, SAS’s website indicates that added checked-bag prices include taxes, but I was still quoted additional tax afterward, which felt like a double charge.

Finally, I bought a Flex ticket expecting changes to be straightforward. When I changed my return date, I was re-priced as if it were a one-way itinerary, and the system removed the round-trip pricing. Because SAS one-way fares can be much higher than round trip, this made the change far more expensive than expected. Different agents gave different answers, and some said nothing could be done.

Overall, the inconsistency and time lost were not worth it. I won’t be flying SAS again.

After 2 h and 10 minuts in telefon I surrendered!your new site is so bad! You can't select and add the animal and because You did take away 24 h cancelation I cant take a chance. I try to fix it bythe phone but as I wrote I waited over 2 hours and still didn't came to an agent. Very very bad service SAS!
It will be Norwegian in the future.

It seems almost futile to write another negative report on SAS, it will be ignored just like all the others by a company that just doesn’t care. This is a pity as the greater majority of the front-line troops do try very hard with the very limited resources available. Their Data system can only be called antiquated, or it just does not work. The systems are designed to be as difficult to follow as possible and when it comes to filing a claim it will not accept the downloads you try to put in, and so you can not file the claim, very clever. The Customer Service is a chapter by itself. In Denmark you are shunted off to some call center in ‘God knows where’ and speak to someone who does not speak even basic English and is of no help, and cannot pass you to someone who does. I tried calling again and asked for a Danish speaker and was forwarded back to the ‘God knows where’ people. More recently I had a damaged bag, the airport agent after more than an hour’s wait gave me a reference number, took pictures of the damage and said to wait a week or so for a confirmation of the claim from SAS, of course none came. I tried to find the claim on-line; it didn’t exist so I called. After 1hr 35m on hold, I was told that I ALSO had to file a claim using the ref number and provide MORE pictures on-line. This I tried only to have a Catch 22 situation where the system would not accept my 3.1meg JPG file (they ask for under 5meg JPG), so no claim there.
I guess the next step is to call the useless Customer (non) Service and try again, but I have serious doubts anything will happen, judging from the other reviews, but I do feel a bit better for ‘venting ’ here. So far I have spent the best part of 7 hours on this, and after flying on and off with SAS for 40 years I guess it is time to stop, even BA are better.

Three stars as actually the customer service staff we spoke to were good and helpful, it just takes most of a days work to get through to them.

We wanted to book bassinet seats for our journey to Japan in spring. The only way to do this is via phone, and over 3 days we have spent 6 hours and 52 minutes on the phone to get this sorted, including 3 hours and 19 minutes in one call yesterday.

The staff are great - you just either need more of them, or to digitise your processes…

Scandinavian has left our minor son stranded for 4 days and have offered no help whatsoever despite more than ten hours(!!) on the phone with their customer service. We booked directly with them in order to be able to receive assistance in case of problems. We have a 14 year old alone in Amsterdam with no options of getting home. It is completely unacceptable. We will be filing a complaint and seeking legal assistance.

I used to regard SAS as a well established company with simple, smooth, trouble free user and customer experience offered on a scandinavian price (higher but fair). This is not the case anymore. It is embarrassing how many issues their booking system and mobile phone application have. Constant stream of errors during navigation through the app and the website, failing to check in, purchasing additional services, and sharing tickets with fellow travellers. Crazy amount of upsale option without the basic functionalities working properly. As other cheaper tickets seems to disappear within europe, i had to look for other more expensive options. This company does not seem to worth the mark up price. Pay someone else who provides headache free experience.

Over 1 hour wait for our baggage at Manchester airport. We were also stuck on the runway for an additional 10 minutes waiting for ground crew to connect the air bridge. Flight also left Oslo airport around 30 minutes late. Terrible customer experience. Last flight we book with SAS. Flight number SK4607. Crap airline.

Super And Perfect trip on SAS to CPH.
On SK974/25December 2025 BKK-CPH
I enjoyed the Flight from first step in cabin. All the Crew were nice, friendly, nice seat, good food and drinks. Very good onboard Service.
Thank you for taking me home safe and sound on Christmas Day.
Kate Thorsen
Seat 3 H.

I was on my city break from London to Copenhagen and then an onward journey to Romania.
I am a Nepalese citizen with holder Romanian permanent residency card working in the UK. So when I went to checkin at the SAS desk at Heathrow terminal 2 C12 counter at around 12:30-1:30 the staff there told me I cannot board the flight because my Romanian card does not permit that.I try to explain them that I have traveled to a lot of European schengen countries and have recently returned from a trip to Brussels. But they were adamant that that I could not travel without even trying to verify the rules and they told me its a SAS rule.And one of the staff who claimed to be a Romanian to me that he is 100% sure that Romania is not a part of Schengen.
The I called SAS and they said I could board and if not take a form for failure to board and it would refund me . The staff at C12 did not give that either. Then the person from SAS call center spoke to them and they called the Danish immigration at the airport and just told me that the immigration will not allow me into Denmark.
Then helpless again I-called the SAS call center and again explained the whole situation and the person at the call center told me to again the complaint form to lodge claim for refund .
And when I went second time I was told that I could board but i need to have a hotel reservation( the shifts had changed)
Now the first question I asked was that why did not they tell me earlier to make a hotel reservation for the boarding. The staff who had spoken to the immigration was all flustered because now they were caught that they tried not to board me by not giving me the correct information.(they hid the true information from me )At that moment realized that i was racially profiled because of my Nepalese citizenship. The person incharge that time was Muna and Natellie ( as told by one of their colleague to me)They knowingly hid the information so I thatI couldn’t board and had I not gone the second time after the shift changed I would have not known ans my vacation and money wasted.
Anyways my complain to SAS is this-the kind of customer care you keep who without knowing the rules argue with the passenger and even after knowing that I could have boarded if I had a hotel booking hide it from
me and not give me the correct information.
Is this the customer care you keep who shouts and racially profiles passenger to deny them to board the flight.
And is that the customer care you keep where we cant even file a complaint.
Because of your inefficient staff at the Heathrow airport T2 C12 my holiday was almost ruined and my hard earned money almost lost.

51 days to respond... Not exactly the service you expect!

Terrible customer service - confusion and cancelled bookings, hours in phone cues to speak to call-centre workers with no authority to help. Avoid if you can - no accountability and no customer support whatsoever.

I’ve never experienced such a disappointing combination of app failure, incompetent agents, and nonexistent support in my life. SAS offered a same-day flight change in their app, an option I tried to use multiple times, yet the app fails to complete the process every single time.

Calling the customer service number was an exercise in futility: long wait times, agents who either didn’t understand the system or refused to escalate, and zero solutions offered. They even hung up on me. Chat support was equally useless, with scripted responses and no ability to actually solve a problem. Both agents couldn’t understand the difference between the normal change booking vs. the “same day flight change” option offered 24 hours from departure. This option was $70 while a proper rebooking was over $400, the agent tried to have me pay the $400 despite me sending multiple screenshots of the price I was seeing in the app as a “Same day flight change”.

I tried calling back later in the evening but the lines were closed…. Closed?! It’s 2025, a major airline, operating in Scandinavia, cannot maintain a functional booking system or 24/7 support? Absurd.

I expected efficiency, competence, and at least some basic problem-solving. Instead, SAS offers frustration, incompetence, and time wasted. For any traveler considering SAS: do yourself a favor and book literally any other airline.

Flight SK554 from Amsterdam to Copenhagen was delayed by about two hours, which caused me (and many others) to miss our connections. When we arrived in Copenhagen, several hundred passengers were already standing in a huge line at the service desk.
After around 40 minutes of waiting, at about 1 AM, a senior staff member came out and announced the following:

-There were “no available hotels,” and we could sleep anywhere we wanted.
-SAS would NOT rebook anyone during the night because they were “closing and going home.”
-Everyone should come back in the morning.

In other words, SAS abandoned hundreds of passengers in the middle of the night, provided zero mandatory assistance, and ignored every EU261 obligation (hotel, meals, rerouting at the earliest opportunity).
This was not a small mistake - this was a complete failure of responsibility, organisation, and basic respect for passengers.
I will be filing formal complaints with the Danish Transport Authority and ECC-Net, and I strongly advise travelers to avoid SAS if they expect any support when things go wrong.

I am extremely disappointed with SAS’ overbooking policy. We had a valid ticket purchased well in advance, were fully checked in, had passed security and stood in line at the gate for hours – yet we were denied boarding simply because SAS chooses to overbook their flights as part of their business model.

Being told that this is “just their policy” is unacceptable. When passengers do everything correctly and still get randomly rejected at the gate, it makes ticket purchases meaningless. All planning becomes pointless if a confirmed booking doesn’t even guarantee a seat.

We were then sent back to the ticket counter to start over and book the next available flight, which didn’t depart until the following day, forcing us to pay for an overnight hotel stay ourselves.

This customer experience feels careless, profit-driven, and disrespectful.

A paid ticket should mean a guaranteed seat.