Originally Posted by
triss77
Hi! Thank you for your reply. I keep looking at the fineprint, and nowhere can I find that the ticket is only re-bookable before you set off on your first journey. I will try to call them again today and hope that I was just unlucky with the CSR.
I will also check again regarding adding an infant to the booking. Before I set off, I did call them, and they did confirm over phone that it would not be a problem, but when I was now going to book, the CSR said it wasn't possible since I had already started the journey.
I am not very impressed with their CS. I am calling from the US, maybe calling their local CS would be better? Any experiences?
In my experience, the US people are hit or miss (but to be fair, more 'hit' than 'miss'). Thanksgiving travel weekend probably means that they are under a lot of pressure, so probably need some grace. The real MVPs of SAS CSR teams are when you can get someone who is Scandinavian on the phone.
It's a tough one. I still can't think of anything to do other than HUCA. If you get the same answer a few times, then you know it's pretty much the rule and not a misunderstanding. You can try the "it's not in the fine print" angle, but if they find it for you and can refer you to it, you'll pretty much be locked in. If they are referring to something you couldn't have been expected to see, then you can ask them "how was I supposed to know that at the time of booking?". Btw, all of this is just long-shot scenarios I am suggesting.
The infant seat thing I don't know how you get around that. Ultimately, they are operating to what they see as their policy. And you don't have anything documented about them saying it is okay. So the CSRis just going to defer to what the policy is.
Let us know how you get on.