Hi everyone,

I’m hoping someone can offer some advice.

We flew from LHR to CPH and back last August. I recently noticed that the miles for one of the passengers were never credited to their (Air France) Flying Blue account.

After trying to contact SAS customer service for over a week and spending ages on hold, I finally managed to speak to someone today. I was told that they couldn't provide a proof of flight, but that I would need to request it via their website.

The agent advised me to submit the request under the 'after trip - general claim' section, however that option seems to be for a completely different purpose, more related to compensation.

Does anyone know the correct way to obtain a proof of flight from SAS? Unfortunately, I no longer have the boarding passes as they were stored in the app, which I deleted about a week after returning from the trip.

Any help would be much appreciated.

Did you try to just ask Flying Blue to Retro credit the flight? If so, did they reject and claim the passenger wasn’t on the flight?

I'd try to install the SAS app again and log in with the same details you used during your trip - then under My Trips, you can find "Open flight log" button/banner. Each of the flights there shows whether you boarded or not.
I can't tell whether the same is visible for non-EB members as I credit to EB, but it might be worth a try.

Hi fassy - No, I didn't. Didn't know you can do things like that. I will call them tomorrow/Monday and ask them.

on22cz - I did try that but I think it said it can't find my booking. I also tried 'manage my booking' on the SAS website.

That is always the first thing to do... the flight log won't help you a bit. You have to claim the miles via Flying Blue's claim system (same for all other airlines around) and they will verify the claim against the SkyTeam database. Only if they refuse and say "Oh, the pax didn't take that flight" you would need to facilitate proof. Use this link:

https://www.flyingblue.com/en/mileshub/claim/flights

You might cut it very close with the 6 months cut-off... hope it is still in time.

Calling them is useless. They will tell you to file it via the link I posted.

Unlike Star Alliance, it seems there is no centralised database for retro claims. It is an airline to airline thing. Which is why a lot of retro claims takes ages (Vietnam Airlines being a prime example)

Ok, but still… it will be managed between the airlines and doesn’t require to send in proof.

That is true.

Hi fassy, I’ve already tried that. Essentially, they require both the e-ticket and the boarding pass (which I don’t have).

I had a similar issue with KQ, and they provided proof of the flight flown - FB credited my account within a day once I sent them the claim.

Unfortunately, dealing with SAS has been quite a hassle.

There are airlines left requiring the actual boarding pass? In these days of apps and other virtual forms of boarding passes, that is frequently not something that sticks around post flight.....

Pretty sure the e-ticket no should be sufficient. Best to ask in the Flying Blue forum.

As per contacting SAS to get a "Flown Flight Confirmation"... only option is to file a ticket with CS and pray they know what to do with it. But I am not that optimistic...

I emailed a few people at the top of management after getting nowhere with the phone and chat support. I didn’t hear back, so I followed up with another email. Today, I finally received a response saying that someone from Customer Service will be in touch. Hopefully, I’ll get this resolved sometime this week.

I did inform FB that I no longer have the boarding passes, as I usually dispose of them about a week after returning from a trip.

One lesson I’ve learned from this is to always keep boarding passes and regularly check FF accounts. I hadn’t realised how many trips were missing from my FB account - some trips only had one leg credited, and in other cases, the entire trip was missing.

I think its a general wise lesson to always keep your BPs until the miles have been posted and to ensure you get printed boarding cards for anything involving alliance flights or other partners. The support desks of these FFPs are much more likely to help and retro-credit with a photo of a printed boarding pass than with a screenshot of a digital one, in my experience. I go through this nonsense every time I fly a SK+SQ itinerary where the SQ flights never post and require manual intervention. Submit a printed BP, no issues and flights get credited in a few days, submit a screenshot of a digital one and there is an array of 'computer says no' problems.

The latest update is that SAS doesn’t provide any “proof of flight flown.” So what’s one supposed to do to claim miles - just give up?

Flying Blue have stated that they encounter this situation regularly and that SAS are aware of the correct procedure.

This was only a short flight, but imagine if it had been long-haul, with a significant number of points and XP at stake.

Also, how does the system manage to credit two of the three passengers and not the third?

That said, they’ve sent me something, so hopefully Flying Blue will accept it and credit my account.

What did they send you? The e-ticket receipt?

Well, why it credit for 3 pax but not the 4th,... nobody knows. Could be a typo in the reservation e.g. name mismatch of one letter which airlines wont acually care about but will make the matching in the FFP fail, could be the FFP No was entere partially or incorrect, could be... many things.