Originally Posted by
triss77
Hi all!
Reaching out here since I am not getting any clarity from SAS Customer Service.
So, I bought an SAS Plus Smart ticket from ARN to the US (booking class A outbound and P return). I specifically bought these tickets since I needed the flexibility of changing the dates. I also checked before I departed to see if I could add an infant on the return flight, and they said that would not be a problem.
Now, after spending approximately 3 hours waiting in line on the phone, talking to them or the line or chat gets disconnected, they claim that I cannot change the return ticket date since I already started my trip. Also, they will not let me add an infant on the return flight, since I have already done the first leg. The only solution they offered was to cancel my ticket (which is not refundable) and buy a new one.
Besides the bad experience I have had trying to get hold of SAS Customer Service and getting clarity, I am so surprised that a re-bookable ticket is only re-bookable if I do not start the trip. I never saw this information anywhere and I bought it under the assumption that I could keep it flexible since I was not sure when I would need to depart and return. I have not experienced this with other airlines.
Can someone here shed some light on this and any recommendations for what I can do?
Thank you!
Generally with SAS, the "Pro" ticket series (e.g. SAS Go Pro, SAS Plus Pro, SAS Business Pro) are the ones that you can most easily rebook (paying the difference in fare if applicable) or cancel.
The "Smart" series of ticlets do have various restrictions on them. When you first made the booking, you should have gotten an email that included the fare rules for your ticket. That will tell you what is allowed in terms of changes.
i don't have any advice other than to re-read the fare rules of your ticket. Maybe there is a (low) chance that the CSR you spoke to misunderstood the fare rules for your ticket or made a mistake. You can also try calling again to see if you get a different response (not unusual for that to happen).
SAS is one of the airlines where I always read the fine print as soon as the email arrives. I do that in part because they never tell you the fare class of the ticket before purchase. So if a mistake was made I can cancel free of charge within the 24 time window.
Anyway, hope you are able to find a resolution.