SAS EuroBonus - Another compensation question

Flew IAD to CPH last week in biz (paid). The day before the flight had been cancelled and so the plane was completely full. My seat was broken and would not recline at all. The cabin crew worked hard to fix it (resetting the system, trying to force it manually, etc.) to no avail. Anyway, I really appreciated their efforts and their attitude. But the seat stayed upright throughout the flight.

One of the flight attendants took my information and said that he would pass it along to customer service and that they would contact me with an offer for compensation/apology/whatever. So my question is, how long should I wait before I contact them? And if I do have to initiate the contact, what is the best way to do this--call, use the contact form on the website, write a letter, send an email? I am not a member of Eurobonus, just Miles & More and Asiana Club.

Thanks for any advice more regular flyers can offer.

Don't wait for anything. Use the contact form on the website.

Don't wait for anything. Use the contact form on the website.

How come? For what sake? Will not make the compensation bigger.

The risk that you will be forgotten is fairly small. SAS’ customer service is quite good compared the industry standard. Even small matters are taken seriously, and yours is not a small one.

But of course, if nothing has happened within another 10-14 days go ahead. I would use the telephone. SAS Hotline for C/Gold customers is still active, I think.

Thanks for the advice. So one vote for waiting and one vote for not waiting. Anyone want to cast the tiebreaker?

I would might go for a kindly reminder/follow up. I tried one time to fill out this feedback form I was handed by the crew onboard (because of a defect screen, in C). I did get a response, but it took very long time. Think it was something like 1 or 1.5 month.

The customer service is usually quite good if you contact them, also via the feedback form. You can call them directly, and they can usually handle most things pretty quickly once you talk to them. Though their opening hours on the phonelines are not that long.
If you have not heard anything back, try giving them a call.

I think you should get a sizeable compensation. Almost like flying in economy while paying for C as the cost of the food is close to nothing. Good luck and inform us about the offer. I would have called them immediately.

Thanks again for everyone's input. I will use the form on Monday (figuring no one works during the weekend), and call by the end of the week if I haven't heard back from customer service.

A polite inquiry in their Facebook page should get you a very quick reply. Might want to consider that.

So I used the online form a week ago and got a response within 24 hours asking for a copy of my ticket and boarding pass. Which I sent that day. Now silence for almost a week. Doesn't seem very professional.

I flew BKK- CPH in coach and there were an issue with with the lights and screens for the individual seats not working so 2-3 hours into the flight I the cabin crew turned off the lights with no warning so I were left there in the dark with my book. Basically I had two options sitting in the dark or try to sleep.

I emailed CS and after a couple of weeks they got back to me offering a €100 discount on my next SK booking (through their website) or 10K points.

I flew full miles coach but in C I would ask for a free flight you paid a premium for a product that were not much better than coach.

Well, after almost a month I was able to reach an agreement with SAS (after Copenhagen took over communication from their Warsaw office). I must admit the whole process was way too slow for my taste, given what happened.

Their first offer was really lowball but in the end I chose miles over cash or a voucher so I can upgrade a subsequent trip. Which is basically what I thought was a fair resolution.