Failure to accommodate as reserved an paid to be.
Aug 8, 2017, 1:23 pm
#1
Original Poster
Join Date: Aug 2017
Programs: N/A
Posts: 1
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???
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???
Aug 8, 2017, 2:31 pm
#2
Join Date: Jan 2010
Posts: 9,307
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.
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.
Aug 8, 2017, 3:29 pm
#3
Join Date: May 2005
Posts: 4,735
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 ! ! !
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?
Aug 8, 2017, 5:06 pm
#5
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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.
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.
Aug 9, 2017, 1:03 am
#6
Join Date: Jul 2008
Programs: EBG4Life, EBD, 1MM
Posts: 1,397
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.
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.
Aug 9, 2017, 2:43 am
#7
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
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Which seat did you get? Did you pay for a extra leg room seating? Or just 'preferred' seating.
Code:
SAS SEATING SERVICES EN 13JUL17 1359Z
24NOV16 * PREFERRED SEATING ON SAS LONG HAUL FLIGHTS *
----------------------------------------------------------------
SAS OFFERS PREFERRED SEATING IN SAS GO ON LONG HAUL FLIGHTS.
ONLY VALID ON SK OPERATED FLIGHTS.
A NUMBER OF SEATS PER FLIGHT ARE AVAILABLE FOR PURCHASE AT TIME
OF RESERVATION, WITH DIFFERENTIATED PRICING, DEPENDING ON SEAT
LOCATION. WHEN FLIGHT OPENS FOR CHECK-IN, ALL UNRESERVED SEATS,
INCLUDING CHARGEABLE SEATS, ARE FREE FOR ALL PASSENGERS IN SAS GO.
RESERVATION IS AVAILABLE VIA TRAVEL AGENTS AND SAS SALES CHANNELS
AND CAN BE MADE UNTIL CHECK-IN OPENS.
FREE OF CHARGE FOR EBP, EBD, EBG MEMBERS, INCLUDING PASSENGERS IN SAME PNR,
STAR GOLD CARD MEMBERS AND PSGRS WITH CONFIRMED COT-SEAT, REQUESTING BSCT.
EXEMPT FROM CHARGE TO /FROM USA: EBP, EBD AND EBG MEMBERS, INCLUDING
PASSENGERS IN SAME PNR, STAR GOLD CARD MEMBERS, PSGRS WITH CONFIRMED
COT-SEAT, REQUESTING BSCT, BLND, DEAF, DPNA, MEDA, WCHR/S/C AND WCBW,
WCBD, WCLB, WCMP. ESCORTS TRAVELLING TOGETHER WITH DEPA AND/OR INAD.
FOR PREFERRED SEATING ON SK925/SK926 CPH-WAS-CPH, SEE MS736. >MD
>
m
SAS SEATING SERVICES EN 13JUL17 1359Z
CHARGES PER SEAT AND SEGMENT, SAME CHARGE FOR ALL SAS
INTERCONTINENTAL FLIGHTS.
EXTRA LEG ROOM 399 DKK, 499 NOK, 499 SEK, 53 EUR AND USD 58
PREFERRED SEAT 299 DKK, 349 NOK, 349 SEK, 37 EUR AND USD 40
WINDOW/AISLE 199 DKK, 249 NOK, 249 SEK, 27 EUR AND USD 28
MIDDLE SEAT 79 DKK, 99 NOK, 99 SEK, 11 EUR AND USD 12
PAYMENT:
SELECTION OF PREFERRED SEAT AND PAYMENT OF SEAT MUST BE MADE
AT THE SAME TIME.
AN EMD-A (ASSOCIATED) MUST BE ISSUED FOR EACH PASSENGER.
VOLUNTARY REBOOKING:
IF PASSENGER MAKES A VOLUNTARY REBOOKING, A NEW SEAT HAS TO BE
PAID FOR, AS CHARGEABLE SEATS ARE NOT REFUNDABLE.
NOTE: REBOOKING TO OTHER SEAT ON SAME FLIGHT PERMITTED,
FREE OF CHARGE.
>MD
>
m
SAS SEATING SERVICES EN 13JUL17 1359Z
INVOLUNTARY REBOOKING AND REROUTING:
- INVOLUNTARY REBOOKING WITH SAME ROUTING, ASSOCIATE EMD
AND THE SSR LINE FOR THE SEAT.
AMADEUS ENTRY: FHD 117-XXXXXXXXXX/EX-X
(ELECTRONIC DOCUMENT NUMBER/ E=NEW SSR LINE FOR SEAT/S)
- INVOLUNTARY REBOOKING WITH NEW ROUTING, REISSUE EMD.
- INVOLUNTARY REBOOKING WITH NEW ROUTING ON OAL - REFUND OF EMD
PERMITTED
- INVOLUNTARY REBOOKING AND PASSENGER DO NOT WANT TO TRAVEL -
FULL REFUND OF TICKET AND EMD PERMITTED.
VERSION CHANGE:
- IF PASSENGER DOES NOT ACCEPT THE NEW OR ANY ALTERNATIVE AVAILABLE SEAT,
REFUND OF EMD MAY BE OFFERED.
- PASSENGERS TRAVELLING WITH A CHILD WITH ALREADY BOOKED NON CHARGEABLE
SEATS, MAY BE RESEATED TO A PREPAID SEAT WITHOUT ANY CHARGE,
IF NO SEATS TOGETHER AVAILABLE.
AN AUTHORIZATION MUST BE INSERTED IN PNR.
>MD
>
m
SAS SEATING SERVICES EN 13JUL17 1359Z
CANCELLATION:
IF PASSENGER MAKES A CANCELLATION OF FLIGHT, CHARGEABLE SEATS ARE
NOT REFUNDABLE. ALSO VALID WHEN ONLY THE PREFERRED SEAT IS CANCELLED,
I.E. THE EMD-A WILL NOT BE REFUNDED.
NOTE: REFUND PERMITTED WITHOUT PENALTY WITHIN 24 HOURS
OF TIME OF RESERVATION, IF THE RELATED RESERVATION IS CANCELLED.
NAME CHANGE / NAME CORRECTION:
IF A NAME CHANGE OR NAME CORRECTION IS MADE AND PAID FOR, THE ORIGINAL
PREPAID SEAT (EMD-A) CAN BE USED WITHOUT ANY NEW CHARGE.
END OF INFO
Aug 10, 2017, 3:07 am
#8
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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.
Aug 10, 2017, 9:08 am
#9
Join Date: Apr 2007
Posts: 499
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?
Aug 10, 2017, 9:13 am
#10
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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.
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.
Aug 10, 2017, 9:22 am
#11
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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.
Last edited by MSPeconomist; Aug 11, 2017 at 12:51 am
Aug 10, 2017, 8:34 pm
#13
FlyerTalk Evangelist
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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.
Aug 11, 2017, 12:47 am
#14
Join Date: Jul 2012
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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.
Aug 11, 2017, 3:56 am
#15
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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.
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.