Once again I reiterate that this probably could have been solved at the gate. Regulations stipulate that airlines must be given 48 hours notice for advance seating allocation priority for people with disabilities. You were probably cutting this one very close with the original ticket. After the 48 hour mark, responsibility generally passes to GAs who DO have the power to solve this. Taking it out on a sales agent with little power to help you will not get you what you want, nor will requesting a free upgrade. Consider also that the sales agent who contacted you 24 hrs before probably was not the same agent who made the mistake in the first place by selling you an ETKT.

It was/is a tricky situation with a number of factors, both your sons disability and the short time to flight. Yes, SAS made some mistakes, sure but taking it out on an Estonian call centre is hardly going to make things better.

On a side note - I have tried purchasing SYD - ARN on 48 hours notice and had a QF sales agent laugh at me on the phone. So if you think you received bad service, things could get much worse. In such cases I am just happy to get to the destination.