SAS EuroBonus - delay + lost luggage

have a question - flight from London to Copenhagen was delayed for one hour and because of it flight to Moscow was waiting for passangers (us) in Copenhagen, so me and my freinds got to Moscow one and a half hour later then supposed to... but our bags never got in time... been promised they'll arrive today - anything SAS should do for us? We are residents in Russia ;-)

my trouble is my apartment's key was in the bag, so I never managed to get home before I drive to another part of Moscow to my sister's flat to pick up spare pare of keys ;-) THANKS!

have a question - flight from London to Copenhagen was delayed for one hour and because of it flight to Moscow was waiting for passangers (us) in Copenhagen, so me and my freinds got to Moscow one and a half hour later then supposed to... but our bags never got in time... been promised they'll arrive today - anything SAS should do for us? We are residents in Russia ;-)

Flights in and out if the EU that are delayed by more than two hours have to be compensated.
Delayed luggage is also compensated that you get some money to bridge over the time. The compensation per day for delayed luggage varies from airline to airline. Its between 50-100$ depending on which class you travel.

thanks - it's just i'm looking for some official info... since SAS in Moscow say we can have nothing... ( i especially took that early london flight to make sure I'll get to moscow before 15-00 to get into some meetings, but it never happen... (

Flights in and out if the EU that are delayed by more than two hours have to be compensated.
Delayed luggage is also compensated that you get some money to bridge over the time. The compensation per day for delayed luggage varies from airline to airline. Its between 50-100$ depending on which class you travel.

Compensation for delayed luggage usually only applies on the outbound trip, and NOT on the return flight (most airlines and insurances specify this). You could write a letter to SAS about the hassle though, and you might get some compensation as a goodwill gesture...

will do... will let you know how did it go...

Why would you think you would be deserving of compensation when YOU left your keys in your bag?

Airlines, agencies, etc. all tell you not to leave anything important in your bags.

March 31-t, 2005


Dear Mr. Russian Guy,

I would kindly thank you for the e-mail message referring your experiences during your arrival in Moscow on the 17-th of March from London with SAS and especially the 'baggage story'. I really understand your feelings and regret for the inconveniences, occurred in Sheremetyevo 2 and then due bag delay.

The thing is that Aeroflot is responsible for the baggage handling of SAS passengers at the airport; exactly for registration of bag delay/lost cases and search for the baggage. Unfortunately, for the time being we do not have enough neither resources nor opportunities to handle the baggage there by ourselves.

Meanwhile, we are ready to compensate your taxi expenses with the amount of USD 100 due it was waiting for you, when you went through baggage formalities. At the same time I would like to remind, that according our rules no interim financial help/comfort kits etc. apply for the passengers, whose permanent residence is at point of arrival.

Due bag delay and taking into account that you are our EuroBonus Gold card holder, we also would like to offer you USD 200, which could be paid in our town office in roubles.

Sincerely yours,
Scandinavian Airlines System (SAS)
Moscow
Anatoli Efremov
Customer Service Supervisor

Wow USD200 extra godwill, even though bags were delayed on your homeward journey? Did you go through a lot of trouble?

not really ) 30 minutes scandal involving all SAS office at the airport and Eurobonus Gold Hotline in CPH ;-)

An extremely nice gesture on SAS's part... From their reply it does seem like there had been more to be desired from Aeroflot's handling as they addressed this, and I really appreciate that they (without any obligation to do so) make this kind of a goodwill gesture!
It really goes to show that they do treat their good customers well! I have had similar experiences lately where they have proven that Gold customers do matter to them, and I am happy about that! The flip side of this coin however, is that they unfortunately seem to be a bit harder on lower status customers and discounted economy passengers! Much tougher actually... But I guess it's like they told a good friend of mine (in not such a friendly way) - "you get what you pay for"!

But in this case SAS - well done! ^

Way to go SAS, good to hear that they try to reward their most valued customers! ^