Hi all,

I just want to share my recent experience with SAS flying on HAM-CPH-PVG in Business Class on September 24, 24. First flight was uneventfull, spend some hours in the Gold Lounge in CPH, passed Immigration and boarded the A350-900. Seats 9A and 10A are nice - in the small cabin.

We departed 30 minutes late, due to late crew arrival and climbed into the rain. After around 12 minutes, I watched a very bright light outside followed by a metallic bang on the aircraft, which was clearly a lightning strike.
There was an announcement about the situation and the aircraft was working normally. Another 10 minutes, another announcement. Then after another 20 minutes we went into a steep left curve over Poznan - followed by the announcement that the flight was returning to CPH for safety reasons.

The purser told the C-passengers that this would just be a quick stop at the gate, refueling and new departure. As a frequent traveller I understand he wanted to calm the nerves, but his statement especially after telling us there is no fueldumping - meaning an overweight landing, was a bit strange.

The aircraft landed safely on 22L with a very long approach over southern Sweden. Rescue vehicles were at the runway and we taxied to the gate again, the brakes got stuck multiple times during taxi and the last meters the aircraft needed to be pulled.

A the gate immigration and police was in the jetty, a SAS member entering the aircraft and telling us on the intercom that we had to deplane and pickup our bags at carousel n. 8, then go to the Comfort Hotel and get more information the next day. There was one duty manager from SAS outside and 9 police force.

Waited for the bag 40 minutes, headed to the hotel and encountered a 30m line already, which during the next 2 hours wait was growing to 150m - no SAS staff around, just a poor receptionist dealing with everyone. Very poor SAS management.

Got a room at 3:44 AM, went to sleep a few hours. Then quick breakfast, receiving an SMS that we would depart at 5 PM. Were able to check the bag again with the old boarding pass, but at the security check our boarding passes and that of others did not work anymore. Police was called, SAS was called and after 15 minutes we could pass and go back to the Gold Lounge. There the assistant checked our tickets, removed the old boarding status, removed the duplicate bag and let us in.

At 4 PM, as it was close to boarding, no news, no gate, the flight not even on the board. Lounge staff told us that the aircraft is still at the hangar and they think we will not depart at 5 PM. So I went to transfer center to request a rebooking. My request was denied immediately. Staff told me that management took a decision to not rebook. I asked for the supervisor and a young lady came, I informed her about our EU rights and she told me she would call someone. Eventually came back and offered us a rebooking via Amsterdam on KLM/China Eastern. Accepted, but after 20 minutes waiting they told me they could only let me fly with out the bag, as they dont have staff to retrieve the bag. This was not an option. Then the flight got cancelled. They offered me a rebooking with Norwegian to Milan then China Eastern to PVG all in economy class (and btw no pretection under EU rights). Then eventually called the Duty Manager, a very nice guy, he got us rebooked on the Friday flight on SAS in business again, ordered Hotel Vouchers. In the meantime I had made a provisional booking on LX with Miles via ZRH.

We went downstairs to get our bags, but were told that management decided to not hand out the bags again (!). The lady was super nice and told me that she understands that this is a violation of my rights and recommended my to inform the DAA about this. Went to the Scandic Strand Parken - got some dinner and even a free drink on the hotel in the bar.

Now another full day in CPH, its raining cats and dogs. Luckily I was able to rebook some interior flights in China to the following day, however only leaving us with 3 hours in PVG to get the domestic flight.

The staff from SAS besides the first night was always super nice and tried their best, but clearly stated that Senior Management decided to not grant rebookings on other carriers. The Gold Staff Lounge was also very helpful and trying to do their best on the situation.

However the management decisions are the ones in question. After the cancellation during the night they should have started rebooking passengers in the morning. Various options were available with capacity (AF/KL/MU/LX/CX/AY/VS). However they decided to sit, wait and pray. Even though they violated EU regulations and also Danish Regulations. The story is not over yet, lets see if they actually fly tonight.

https://avherald.com/h?article=51e23bf3&opt=0