Customer Service (or rather lack of same)
May 16th this year, i was going Brussels to Copenhagen with SAS. At first the plane was said to be delayed due to technical problems and after about 5hours they finally cancelled the flight. They did send a new plane from Copenhagen to pick up all the passengers, but we left Brussels some 8 hours late.
May 17th, i did file a request to get compensation and i got an automated reply that SAS would reply within 4 weeks.
5 weeks later, i called customer service in Copenhagen and asked if they had a reply for me. I was told the department dealing with Compensations could not be reached by phone or email, but i could fill in another online request and check status of my claim which i did.
I then got back a reply that they would revert within 7 weeks....
8 weeks later, i called customer service and asked to talk to the compensation department which they would not let me. I talked to a manager who admitted that things were out of control in that department but there was nothing he could do other than try to push my file forward with his colleagues.
Another 3-4 weeks went by with no news. I did again call customer care in Copenhagen and asked for news. Next day i finally got an email from
Compensation deparment in Stockholm saying i would receive Euro 250 in compensation.
Fine i thought - after 4 months of waiting/pushing/talking to 10 different people, i would finally be compensated.
This was on sept 11th - are you surprised to hear that sofar i did not
see this compensation on my account. When calling customer care in copenhagen i am told 'its all on its way', but honestly speaking i
am speechless how bad a customer service SAS are offering their clients.
I am a Eurobonus Gold member, but that obviously as no effect.
Am i only unlucky or has others had the same hazzle when trying to
obtain a rightful earned compensation?