Failure to accommodate as reserved an paid to be.
On May 12, 2017, I purchased Two (2)-SAS Airline Tkts., R/T for July 14-Aug. 1, flying from LAX to GOT (Sweden).
Being 6'3", 250 athletic framed man, and having flown many times previous, I knew better so I made sure to reserve and pay for proper seating accommodations for each and all legs of my trip. On July 14th my fiance and I checked-in early with the SAS Tkt. Agent at LAX who assured us that we were in fact assigned into seating which provides for extra leg room accommodation, WE WERE NOT! He knowingly and deliberately lied to us both! Once aboard out flight (SK 940) we noticed our seat assignments were for regular seats, no extra leg room. Air stewards on board informed us that our flight was completely booked (full) and therefore no alternate seating would be provided us. Due to my height (6'3") and leg length, I was left no alternative but to sit sideways in my aisle seat, extend my legs out into the aisle, causing others to trip over my feet and legs, and my feet and legs were constantly being ran into by the stewards and their respective food and beverage carts throughout the 10+ consecutive hour flight from LAX to ARN! Humiliation of that experience, at no fault of our own, but the physical discomfort, pain and agony I personally endured during my SAS flight had physically become nearly unbearable ! ! ! The formal complaint I prepared and filed with SAS has amounted to being an exercise in futility. The SAS official who responded to our complaint (Name: "Getter") completely misconstrued the basis of our complaint and never arrived at, much less equitably addressed that pain and suffering SAS caused my fiance and I due to their negligence! My questions is how do I go about getting someone at SAS with the integrity and professionalism to reimburse/compensate us for the harm SAS has caused on during our flight??? |
You may be better asking a moderator to move your post to a more appropriate forum, probably the SAS one.
You could also add some more information eg, how were the tickets booked, how were the extra legroom seats booked, did you receive confirmation of the seat booking, did you check on line that the seats you thought you had booked showed up on your booking, was the return journey OK etc which may help others to respond with more accuracy. |
Originally Posted by Maxpike
(Post 28664078)
Due to my height (6'3") and leg length, I was left no alternative but to sit sideways in my aisle seat, extend my legs out into the aisle, causing others to trip over my feet and legs, and my feet and legs were constantly being ran into by the stewards and their respective food and beverage carts throughout the 10+ consecutive hour flight from LAX to ARN!
Humiliation of that experience, at no fault of our own, but the physical discomfort, pain and agony I personally endured during my SAS flight had physically become nearly unbearable ! ! ! Do you actually have proof that you paid for extra leg room? How was this "extra leg room" described in the documents/email? As a specific class of service? |
Welcome to Flyertalk, Maxpike .
Please continue to follow this thread in the SAS Forum Thanks... Obscure2k TravelBuzz Moderator |
And a welcome to the Scandinavian Airlines forum as well.
When you booked the ticket, it sounds like you paid for a preferential seat assignment, what seats where you assigned at the time of booking? And what seats did you receive for the flight? Do you know if there was an aircraft swap? If you give us the date if your flight it should be possible to see if other than the non standard planes operated. SK should refund your fee for not honouring your seat assignment, if you paid for it, but as seat assignments are never guaranteed that is all the compensation you are entitled to. If you contact SK customer relations via the homepage, I am sure they will refund any prepaid seat assignment fee. |
Sadly seat reservations are not guaranteed, even though a paid ASR should be. If the OP made a paid ASR (bulkhead or exit row) and there was not a plane change, I think it is fair to ask for compensation along with a refund of the fee. If there was a plane change, I think the best that can be expected is a refund of the ASR fee.
As others have mentioned, it would be helpful to know the airplane you flew. SAS has been running A330s from LAX-ARN, but I can only see as far back as August 1st. Can anyone see back to July 14th and see if there was a plane change? OP, it would also be interesting to know which seat you reserved and which seat you ended up flying. As for contacting SAS, customer service is not their strong suit. I would not bother with email or web forms. I would try to call their Scandinavian service center and hope for a better agent. You can also try to chat with them. |
Which seat did you get? Did you pay for a extra leg room seating? Or just 'preferred' seating.
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With SAS, most Y seats need to be paid for the reserve unless you have Star Alliance Gold status. SAS makes it very confusing which seats are extra legroom by coloring different seats in various colors. In reality, only the exit rows are extra room seats on the long haul A330/A340. Use SeatGuru to easily find what rows are the exit rows for each plane type.
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Originally Posted by zeer0
(Post 28671231)
With SAS, most Y seats need to be paid for the reserve unless you have Star Alliance Gold status. SAS makes it very confusing which seats are extra legroom by coloring different seats in various colors. In reality, only the exit rows are extra room seats on the long haul A330/A340. Use SeatGuru to easily find what rows are the exit rows for each plane type.
We still need to know what seat the OP thinks he was in and what seat he actually got. A person on a PE or PLUS ticket should not be in regular economy seating -- or not? |
OP has not provided enough facts here and it is therefore not surprising that SK has not responded "adequately" to his complaint.
What exactly did OP pay to reserve? Was he seated in those seats? If OP paid for seats with extra leg room and ultimately did not receive those seats, all he is entitled to is a refund of the fee he paid for the extra leg room seats. That is all. Not sure what a "formal" complaint is, but perhaps a 2-sentence complaint noting that he paid for the extra leg room seats and did not receive them and then requesting a refund of the fee, is all that is necessary. No way to answer until he responds with exact detail. |
Someone with status or an expensive ticket might get a small customer service gesture in addition to the refund of any fees for special seats, but there will not be compensation for pain and suffering or humiliation. OP should leave this out of any complaint.
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Based on the number of exclamation marks used and the emphasis on pain, suffering, and humiliation, perhaps the OP came to rant rather than request advice.
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Originally Posted by CDTraveler
(Post 28674877)
Based on the number of exclamation marks used and the emphasis on pain, suffering, and humiliation, perhaps the OP came to rant rather than request advice.
Sometimes you would almost want to have a 24 to 48 hour period between joining and first post being possible. To avoid these one time rant posters.... But anyway they give a bit of colour to the forums. |
Originally Posted by CPH-Flyer
(Post 28674928)
Indeed I think we have heard the last from the OP.
Sometimes you would almost want to have a 24 to 48 hour period between joining and first post being possible. To avoid these one time rant posters.... But anyway they give a bit of colour to the forums. On the other hand, people sometimes genuinely come to ask for help, and don't necessarily have the experience of Flyertalkers in separating the (understandable) feelings of anger from the facts of the case. This can, of course, make it harder to get one's complaint resolved, as well. |
Originally Posted by klmml
(Post 28675529)
In my experience, ranty posters don't always "fire and forget", sometimes they come back to rant again downthread.
On the other hand, people sometimes genuinely come to ask for help, and don't necessarily have the experience of Flyertalkers in separating the (understandable) feelings of anger from the facts of the case. This can, of course, make it harder to get one's complaint resolved, as well. |
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