SAS Reviews 

Customer service is so bad, I almost don't know where to start. The chat sends you in loops where you keep getting the same questions as earlier. When I ask for a human being, I am told that someone will join the chat - but it just doesn't happen. All I need to do is type in my mobile number to my profile - and that is just not possible online, because I need to receive a code which never arrives. I cannot believe that such a big company has such poor user journeys and almost non-existing customer service

lost lugage again.

looking forward to weekend getaway- made the huge mistake of booking travel Sas. now se face a weenend with lost lugage and no guarantee of it showing up on time. why is this so difficult for you guys, ryanair and easyjet can do it, but you guys fail time and time again. maybe file for bankruptcy and let a real airlibe handle it- you are not up for this

I have tried to reach out to customer support several times by phone and chat. Either without a reply, or with the support person just putting me on hold FOR A MOMENT and not returning for up to an hour. This is not customer support, it is customer harassment.

The airline changed our tickets just a few days before the flight, offering very limited alternatives—and almost all of them required additional payment. Unlike other airlines, where flight changes caused by the company are usually free, here everything came at a cost. We chose to cancel and were told we’d receive a refund by April 21st. That refund never arrived.

I had to open a case with PayPal, and only thanks to them did I finally get my money back. Otherwise, I’m convinced the company would never have paid.

Customer service is extremely poor—you have to call multiple times, and you’re often stuck talking to a bot. A frustrating and disappointing experience overall.

Again to late, as always!

Copenhagen airport is chaos. Only seven out of the 14 security checks are open so the lines are endless long to get through security. I was honestly not sure I was going to make it, as the cues started way before passing even the first security gate.
My simple request being an hour and 10 minutes before my flight to go through the SAS fast track was met with total misunderstanding,
Murray, and a response off. You have to be here on time.
I am at the security gate one hour and 10 minutes before the flight. I am on time. Do not use SAS if you can avoid it. There is a reason for them having a predominantly one star review.
Their service sucks. It makes Ryan Air looks like business class.

If I could give minus 1,000,000 stars, I would. They don’t even deserve this one star.
I had booked a direct round-trip to New York, and my return flight was canceled.
Even though flight cancellations happen, SAS completely failed to take responsibility for informing me or offering any real assistance.

I only found out about the latest cancellation because I checked the SAS app myself while trying to check in.
Instead of proper support, SAS offered me a worse alternative with a long layover and a delay of over three hours compared to my original direct flight.

Overnight, even that replacement ticket disappeared.
When I contacted SAS, they refused to help in any way. They simply disclaimed all responsibility, leaving me stranded.

I spent more than 10 hours trying to solve the situation myself, only to discover I was stuck between airlines, neither willing to take ownership of the ticket because they were worried about not getting paid.
SAS did nothing to help figure this out. No guidance, no support – just endless waiting on the phone and on hold.

I waited on hold for over an hour twice, and when I finally got through, I spoke to agents who kept putting me back on hold and offered no real solutions.
In the end, I was left with a phone bill of 1500 DKK from calling between the USA and Denmark, just to receive no help at all.
The employees I spoke to could barely communicate in English, and their answers were robotic and completely useless, just repeating the same irrelevant information over and over.

It’s heartbreaking when you purchase a service in good faith, only to be met with such neglect and zero customer care.
Frankly, it’s disgusting.

Worst experience ever. We are flying with a 5 month old baby and therefore asked if we could buy seats just after the toilet on the plane so we wouldn't have any seats in front of us. The customer service of course sold us those seats. Even though we bought those seats the seat map in the app showed that we had regular seats with seats in front of us. We called customer service three times to ask about this and every time they said that this was just an error and they confirmed that we didn't have any seats in front of us.

When we got to the airport before the flight we were told that we had regular seats and that they couldn't do anything about it. All we could do was to pay for an upgrade.

When we came to Canada we called again and they asked us to all the airport but the airport keeps telling us to go back to the SAS.

This has been so bad and all the customer service agent are trained to say one thing and just keep us on the hook.

We are two families – 4 adults and 4 children (ages 3 to 9) – who booked a once-in-a-lifetime trip to Rovaniemi in December to see Santa Claus. We booked everything well in advance (flights and hotel) to make sure everything would go smoothly during the high season.

Two months after booking, we received an email from SAS informing us that our flights had been changed. As a result, our trip was shortened by two full days. This means we’re losing 2 non-refundable hotel nights in Finland and now have to pay for an extra night because SAS offered us flights only the day after our original return.

To make things worse, SAS doesn’t allow any kind of refund or compensation claim until after the trip — which, again, is in December and it’s only April! So I had to call customer service.

The first support agent promised to speak to his supervisor and get back to me — but he never did. I had to call again, and this time, I was told we have three bad options:

Rebook to a longer journey (an 8-hour flight instead of 3) with an overnight in Copenhagen — at our own expense — AND still pay for the extra hotel night in Finland.

Accept the new schedule and have only 2 days on our trip.

Cancel and get a flight refund — but SAS won’t cover the hotel costs at all. That would be our loss.

I find it completely unacceptable that SAS is offering no real solution and leaving two families with small children to absorb all the costs caused by their flight changes. There is zero support, no accountability, and no care for customers who have made plans and commitments.

This has honestly been one of the worst customer service experiences I’ve ever had. We are heartbroken and incredibly disappointed. SAS is not only expensive — they’re unreliable, unhelpful, and don’t care what happens to their passengers.

I absolutely do NOT recommend flying with SAS.

We bought tickets from Copenhagen to Washington D.C and were told that we could get a lot of points in their membership club. But we never got the right points. I got 2000 points one way but only 500 the other - on the same distance. I have been in dialogue with SAS since October 2024 and each time they say that they will sort it out. But nothing happens. Last time, the employee in their customer support said that she would get back to me last week and tell me what had happened. But I have heard nothing. As a Danish citizen, I would normally support a company that is also Danish, but I am so tired and angry about their treatment that I would in no way encourage using SAS.

I have been waiting in the phone for more than 50 minutes. This is ridiculous

Hung up after waiting 90 min in line..
disgrace

Had a nice flight at a fair price. But when I tried calling customer support, a lady with an Indian accent scolded me and hung up the phone. WTF SAS?

I would give 0 if I could. 2 hours 45 minutes waiting to get an answer from customer service . Disgraceful customer service . I booked my flight with SAS through my company portal. When I tried to check in using sas app I could not. Apparently this is a LOT FLIGHT ! So sas accepts no accountability plus I cannot register the flight as Eurobonus- it feels like sas has no respect for their customer journey and our time is not valued at all . No more SAS for me . They could have provided this information when we were booking the flight . Feels like they want the money but do not want to provide any service or benefits

I am flying to Brussels tomorrow and I booked an extra checked in bag on the app on the return flight. Due to an obvious (in hindsight) bug in the app, this bag was instead assigned to the outbound flight. It is an OBVIOUS bug in the app, evident once one retraces the steps. The customer service refused to change the bag to the inbound flight (despite the trip still has to happen) or refund the amount ("extras are not refundable"). This is your fault, fix the damn app! Honestly, SAS is one of the worst companies in Europe at the moment.

On the website it shows you that you can cancel 1 person on the booking but when you do this you will loze the whole booking for all the persons on that booking. I lost my ticket and customer service could not help me. Please SAS change that on your website!! Don not gine an option to select which person you want to cancel on the booking and then cancel the whole booking!!!

We want to complain about a flight that we have booked with SAS airline to Greece from Norway with intermediate station in Copenhagen. the flight to Greece was cancelled due to an national strike and we stayed on the intermediate station at Copenhagen. The replacing flight was set scheduled two days after. Arriving at the intermediate stop on, we were informed by the SAS baggage service that we are not entitled to accommodation because the cancelled flight was originally scheduled for the next morning and the customer service offices were closed at that time. So we spent the whole day at the airport without basic goods, bath, and rest. When the customer service opened, they told us that we were entitled to a hotel room for the night due to the cancellation of our flight & that the information from their baggage service was incorrect. Then at the SAS customer service desk, they booked us without asking us if we agreed another flight to another intermediate station for the next day,after 10 hours! We asked if we could have an accommodation to rest after all the confusion since we were not given the room when we should have been and we were told that since we are leaving on the same day, we are not entitled to a room, without considering our further discomfort. Finally, they gave us two vouchers of 150DKK that was not even working. We went back to customer service and they told us to pay with our money and send the receipt to the company’s customer service chat in online platform. So we stayed in an airport for 24 hours with misleadinf info and without any assistance of the airline company with a voucher of such a low amount that was not even functional!

I bought a gift card in December. Now I wanted to use it because there was a discount on the flight I'm interested in. When I try to access the gift card, it doesn't exist.

This can happen and it should be a fairly easy problem to solve.... I was expecting just to call, give the order number and receive a copy of the card....
instead we have been bounced back and forth to several areas of the customer service, no one knows what to do, their own employees can't even agree on which department do you buy the gift card from
Another employee told us it would be solved by email in 4 days (conveniently when the offer is over)
The chat bot is useless and takes 2 hours to put you in contact with a human

In connection with a flight from Billund to Stockholm - via Oslo as there are currently no direct flights to Stockholm from Jutland - I receive a message at 2:00 am, which is 4 hours before departure, that the flight from Billund to Oslo will be delayed by 1 hour.
This means that I will not be able to catch my flight from Oslo to Stockholm and thus not the day's program in Stockholm.
To minimize the loss of cost to just a plane ticket and a car rental in Stockholm, I choose not to drive to Billund at all.
The alternative would have been an hour and a half drive, park the car, check-in, take the delayed flight to Oslo and get stuck there. Then wait, and several hours later be put on a plane back to Billund - without having reached my program in Stockholm.
In an attempt to get a refund of the airfare and car rental, but not parking and lost earnings (waste of time), I write to SAS. They laconically reject my claims with the message that I “voluntarily did not show up in Billund”...! What's the point?!

I have been a frequent, happy and loyal SAS customer for 30 years, but I think the time has come for me to find alternative providers where possible.

For a small amount of money, SAS could have turned this bad experience with a delay with major consequences into a good and serviceminded one. But they decided not to - just to stick to their illogical rules...