Freebird

I sent an email to the address given under their link - no answer.

The online form only allows four different specific cases.

It says they offer English assistance on Sundays from 10 (this is the page for Germany, so it must be 10a CET). Well, I have called three times but while the recording confirms this, I get the "you have reached us outside of our business hours" (they charge you for the call even when they are closed - I'm using skype, so I can see this) !!??

What is going on with this airline?

FlyingMoose

Today is a public holiday in at least Sweden which might interfere with their schedule. Use the chat function on the website, it is by far the most effective and efficient.

For EB elites they have a separate customer service which is 24x7 and more helpful.

Freebird

Thank you, FlyingMoose.

I'm just Star Alliance Gold.

Had also tried the US 1-800 # before but their systems were down.

don_hansen

I have had a discussion with SAS concerning som vouchers for more than a year. They don't answer. I've been writing back and forth, only about when I could get an answer, not the actual issue, more than 15 times during the last year. Today, I wrote celebrating the 1 year anniversary, that I'd like an answer within 14 days, otherwise I'd move on. The answer;

"Det ville jeg ikke regne med."

In english; "I wouldn't count on it". Nothing more. Just that. Nice.

don_hansen

Just got even better. Replied; "don't count on what - not getting a reply within 14 days or not getting a reply ever?"

Reply; "I don't think so."

Jainzar

Reminds me of their policy that you had to ask if you can take skis with you as checked baggage. Bought a ticket 1 week before the flight only to get the message that it will take over 2 weeks to process it. So the case solved itself.

highupinthesky

If you don't have at least EDG status, I would use the chat to get an answer. The online form only works for complaints if you have less than EDG status, and replying to their e-mails only works if the ticket is less than 3 months old. If the ticket is older you are better off opening a new ticket, and referring to the old one.

nacho

And chat is available 24 hours! I once got done with booking my flights at 1am and then needed to attach our *G into the reservation and chat was available only in English (great for me).

FlyingMoose

Only English would be a positive.

When I call the EBD line and press the English option, the operator still answers in Danish (every f'ing time).

fassy

Really? That must be new. Last year I used the chat a couple of times and it was only during European business hours and obviously the agent was based in Scandinavia.

Since then I haven't even tried to look for the chat out of business hours.

Small but great improvement, but of course nowhere published.

nacho

It's in Swedish, I went to sas.se (somehow i can't manage my booking at sas.dk, so I had to use the Swedish site):

fassy

Yes, saw that. But it is new (kind of). Last year the link to the chat function was only active from 7am to 7pm weekdays.

klmml

OT, but: this has changed recently - some combination of the point of sale, the currency in which the booking was made and the website it was booked from (flysas.com, sas.dk, etc.) affects the site on which it can be changed. Of course, the 'Change country' button never works, because this is SAS we're talking about

cjt

I have a complaint open now about a case of lost baggage and receiving false information from multiple employees. It's been going on since August 2015 - they take about 8 weeks to respond to every email (if at all) even when I reply to their response within minutes.

Last month they decided I had no claim for compensation because they couldn't find the 'property irregularity report' in the system - something their employee at the luggage desk failed to do. So now I am being punished because of yet another employee failure! Unbelievable...I've sent written mail to their offices in the UK.

At this point I don't care about compensation, just the fact that they don't care about their customers (I'm only silver)

If I hear nothing back in 4 weeks, I'm considering an EECB...

CPH-Flyer

Do you have a copy of the PIR? Never leave the airport before you have that, or have the tracking number for the case printed.