Delayed SAS flight compensation
Oct 13, 2016, 9:42 pm
#16
Join Date: Feb 2011
Programs: TK E+
Posts: 602
Pick up the phone and make your dismay blatantly clear and that you will not accept an 8 week wait period. Don't accept the argument that they can't do anything for you and simply ask to talk to a superior. This will work almost always, might take a few phone calls but you'll get there. Raise your voice linear to the amount of calls you're making to get your right.
Oct 17, 2016, 7:51 am
#17
Join Date: Dec 2009
Programs: EB*D, M&M, IHG, Hilton Hhonors
Posts: 138
Another data point: I opened two cases this morning at 10:00 (cancellations last week) and both cases are now closed (16:00). Haven't received an email, so I assume that they have gone through and i can expect money soon.
I used the form here http://www.care.flysas.com/SelfService/FeedbackForm/ and the initial email mentioned a potential wait time of up to 8 weeks, so 6 hours isn't too bad. Probably the EBD status helped.
I used the form here http://www.care.flysas.com/SelfService/FeedbackForm/ and the initial email mentioned a potential wait time of up to 8 weeks, so 6 hours isn't too bad. Probably the EBD status helped.
Last edited by alibi; Oct 17, 2016 at 10:45 am
Oct 21, 2016, 10:34 am
#20
Original Poster
Join Date: Jun 2012
Location: NY
Posts: 733
Got denied:
Thank you for contacting SAS Customer Care.
First of all let me apologize for the delay caused during your travel.
I can understand your request for EU-compensation.
However, according to the EU regulation, SAS is not liable for delays caused by extraordinary circumstances such as weather conditions, strikes, air traffic management decisions and unexpected flight safety shortcomings. Since in this case, the delay was caused by the weather condition, I am sorry to say that we can't meet your request in this aspect.
SAS can compesate for expences such as food, transports to/from hotel/Airport etc caused during the delay. If you have any of these please return with receipts.
I can also provide a delay certificate if that should be needed.
Next step?
Thank you for contacting SAS Customer Care.
First of all let me apologize for the delay caused during your travel.
I can understand your request for EU-compensation.
However, according to the EU regulation, SAS is not liable for delays caused by extraordinary circumstances such as weather conditions, strikes, air traffic management decisions and unexpected flight safety shortcomings. Since in this case, the delay was caused by the weather condition, I am sorry to say that we can't meet your request in this aspect.
SAS can compesate for expences such as food, transports to/from hotel/Airport etc caused during the delay. If you have any of these please return with receipts.
I can also provide a delay certificate if that should be needed.
Next step?
Oct 28, 2016, 7:39 am
#24
FlyerTalk Evangelist
Join Date: Jul 2011
Location: Tokyo
Programs: JAL Metal Card (OWE), SAS Eurobonus Gold (*G), Marriott Titanium (LTP), Tokyu Hotels Platinum
Posts: 21,166
That is probably the easiest. As SK is claiming weather related, which if true would exempt them, it would require some pressure to get documentation that it was not. Burden of proof is of course on SK, but it does not mean that it is easy to win on your own.
Oct 29, 2016, 6:59 am
#25
Suspended
Join Date: Feb 2007
Location: PVG, FRA, SEA, HEL
Programs: UA Premier Gold
Posts: 4,783
Next step?
In most cases in order to get EC261/2004 money, you need to somehow get a claim agency or the court involved.
The good news in Europe: Bodies for escalation exist and are easy accessible.
I did get my money from SAS by escalating the case to the national arbitration body.
Some posters here has said that SAS paid straight away.
Well, this is not my experience with them.
Got denied:
My recommendation:
http://www.arn.se/other-languages/english-what-is-arn/
Oct 29, 2016, 10:25 am
#26
Join Date: Feb 2004
Posts: 1,935
Oct 29, 2016, 10:35 am
#27
Suspended
Join Date: Feb 2007
Location: PVG, FRA, SEA, HEL
Programs: UA Premier Gold
Posts: 4,783
Many airlines also do not reply to EC261/2004 at all, leaving you with no proof that your claims ever received by the airline.
This is also the reason why no one should be surprised getting an IGNORE or DENY from their claim.
There many alternative ways to force an airline to pay.
DY is pretty quick to state "go f... yourself" whenever something like this happens
There many alternative ways to force an airline to pay.
Oct 30, 2016, 2:27 am
#28
Join Date: May 2006
Location: SYD or GOT
Programs: OZ Lifetime-DMPL*G, AF*G, SPG Plat, Hertz PC
Posts: 803
A question for the OP: are you sure the delay was technical? Did the pilot or gate staff make such a statement?
Given that it was an LHR flight, could it have been an ATC and slot time issue?
I would say use a third party such as EUclaim or alike. It will take forever to challenge the SK decision, and I would say it is just easier to outsource.
Given that it was an LHR flight, could it have been an ATC and slot time issue?
I would say use a third party such as EUclaim or alike. It will take forever to challenge the SK decision, and I would say it is just easier to outsource.
Last edited by THD; Nov 3, 2016 at 6:22 pm
Dec 5, 2016, 9:31 pm
#29
Original Poster
Join Date: Jun 2012
Location: NY
Posts: 733
So I received a denial from SAS claiming the delay was due adverse weather.
I replied the weather was fine in ARN and LHR, and asked for documentation.
In response, SAS said they must have made a mistake about weather and asked for tickets, which I sent about 3 wks ago.
Just got a check for 600 euro (in USD) per passenger.
That was easy.
I replied the weather was fine in ARN and LHR, and asked for documentation.
In response, SAS said they must have made a mistake about weather and asked for tickets, which I sent about 3 wks ago.
Just got a check for 600 euro (in USD) per passenger.
That was easy.