SAS Reviews 1,556

Terrible customer service. I had my flight postponed to very late. I was flying with a toddler and had to fly on the exact date. I tried calling several times to be held waiting for two hours each time! It was terrible. Ryan air was much more predictable than SAS. I will never book here again!

45 minutes to speak to a customer service representative, and then they closed their lines for the end of the day.

Absolutely awful experience with SAS Airlines. They canceled multiple flights with little to no notice, leaving passengers stranded with zero assistance. Every flight seems delayed, and customer service is impossible to reach or completely unhelpful when you do. No compensation, no clear communication, just chaos. I’ll never book with SAS again—completely unreliable and unprofessional.

My experience with SAS is horrible. Their booking system is a scam, does not work. I tried booking a flight, after I clicked pay, it told me my booking would be processed. No confirmation, and no booking, however the system ate all of the points I wanted to use to pay parts of the ticket.

Their customer service is abysmal. Besides the idiotic AI bot, after three days of waiting for HOURS in the queue to get in touch with a SAS operator, I have come to the conclusion that there is no live chat, they will just let you wait in a queue and kick you out of the chat when it is your turn, to be then greeted by the idiotic AI bot once again. This is a scam.

Don't fly sas, do yourself a favor, get a donkey or camel instead.

Worst support service people. They do not service people but they just manage queues by giving wrong information to customers

Our flight has been changed twice and our paid seats have been changed, too. The new seats just have been assigned without prior notice, there is no way - neither through the website, nor through the app - to change these paid (!) seats to other seats.

I have contacted the "customer service" through the chat and I have been number 180 in line (!). It took more than 3 hours until it was my turn. Obviously I didn't wait in front of the chat for that long. When I checked my phone again, the message said: "I am afraid our conversation has been inactive for more than three minutes." and they basically disconnected me. Unbelievable!

This "service" is the worst I have ever seen. Well there is no service at all. The website/app don't work. No human is available to help. Not to mention that I have booked a business class ticket.

I would never book SAS again. First and last time.

SAS just canceled our international flight and told everyone that they are on their own to find solutions travel home with hundreds of passengers stranded at Stockholm.

Their ground or online staff gave wrong, confusing information.

The worst customer support EVER. Our flight got cancelled. We took a ticket and joined the queue to speak with SAS Customer Support at Arlanda airport, and after 1h30 we were still 100 numbers behind our, as they were taking 20+ minutes per customer and de facto only serving people with some kind of priority ticket. We tried to contact them through online chat, and when we joined we were 114 in the queue. When we got to 21, the chat bugged and kicked us out. We are now back at 150 in the queue. It’s now been more than 2h and we still have no clue of how to get in touch with customer support. ABSOLUTELY RIDICULOUS.

I am compelled to formally document my profound dissatisfaction with Scandinavian Airlines (SAS) due to the significant inconvenience, distress, and financial loss I have suffered as a direct result of their mishandling of my booking and repeated failures to honour services that were fully paid for in advance.
I booked my ticket through Flightworld on 25/09/2025 for travel to Toronto. My original outbound flight was scheduled with SAS (Flight SK500) to depart on 26/12/2026 at 06:40. Given the early departure, I made careful arrangements, including going to bed early and preparing to leave my home at 03:30 a.m.
At approximately 20:30 on the evening before travel, I unexpectedly received a text message from SAS informing me—at extremely short notice—that my flight had been changed and that I would instead be flying with Air Canada (AC855), departing at 11:10 a.m.
I am 67 years old and, due to my age and physical comfort requirements, I always book seats with extra legroom and associated services. For this journey, I paid substantial additional charges, including but not limited to:
Extra legroom seats on all sectors
Checked baggage (23 kg)
Lounge access in Copenhagen due to a long layover
Pre-booked special meals on long-haul flights
The total additional amount paid for these services was approximately £292.63, all paid in good faith to SAS for comfort, accessibility, and medical well-being.
Upon contacting SAS immediately after receiving the flight change notification, I was explicitly assured that because the entire flight had been transferred to Air Canada, all services and payments I had made would be fully honoured, and that I would receive the same benefits without issue.
This assurance proved to be completely false.
Upon arrival at Heathrow, Air Canada categorically refused to recognise or honour any of the services I had paid for. I was informed that I would be treated as a standard passenger with no extra legroom, no special meal, and no additional services whatsoever. I was even asked to pay an additional £70 for extra legroom seating—despite having already paid for this benefit in advance—which I understandably refused.
On my return journey, I initially flew with SAS and did receive the seat and meal I had booked, which was satisfactory. However, upon landing in Copenhagen, I once again received a last-minute message from SAS informing me that my onward flight had been changed—this time to British Airways (BA807).
Regrettably, the same issue occurred again. British Airways also refused to honour any of the services I had paid for, including seat selection and special meals, leaving me once more without the comfort and accommodations I had explicitly purchased.
This repeated pattern demonstrates a systemic failure by SAS to manage partner airline transfers responsibly and to protect passengers’ contractual rights. SAS accepted payment for specific services, provided assurances that these services would be honoured, and then failed to ensure delivery—resulting in both financial loss and physical discomfort, particularly concerning given my age.
I am extremely angry, frustrated, and deeply dissatisfied with how SAS handled my booking. The experience caused unnecessary stress, discomfort, and disruption to my travel, and reflects a serious lack of accountability and customer care.
To make matters worse, this is not an isolated incident. In September 2025, my brother experienced a similar situation with SAS, during which the entire flight’s luggage was misrouted and lost, only being returned two days later. This suggests an ongoing and troubling pattern of operational and service failures.

Based on my experience, I strongly advise all travelers to avoid SAS. Paying extra for comfort, accessibility, and peace of mind is entirely meaningless if the airline fails to honour its obligations.
I am still awaiting guidance on how to recover the money I paid for services that were never provided, and I remain concerned about how long this process may take. I respectfully request advice from anyone reading this review on how best to obtain a full refund for these charges.
This experience has completely eroded my trust in SAS, and I will not consider using this airline again.

Cabin crew gets thumbs down due to acting very bitter, unfriendly, unprofessional and for showing zero smiles during the whole flight. I guess they probably had a really bad start of the new year and wanted the passengers to know that. A not so very pleasant flight.

Flight Copenhagen–Athens was overall good. The aircraft and service were fine. Unfortunately, my experience with part of the cabin crew was very disappointing.

I was seated in row 4 and asked to use the front toilet. I explained that I am recovering from prostate cancer treatment and may need quick access to a restroom. I was refused because it was business class, even though only about six people were using that toilet and the rest of the plane had to go to the back.

What upset me most was a very rude and insensitive comment from one crew member, who suggested that I should “buy a device and pee into it.” This was completely inappropriate and unprofessional.

I respect cabin class rules, but medical conditions should be treated with empathy and respect. This behavior significantly affected an otherwise good flight.

Phoned customer support to rebook a connecting flight I would miss due to a delayed SAS first leg (very common these days); very rude customer service told me that the next available flight was at 22:00 even though I could see on their website there was an 20:30 flight available. When I informed her of this and asked that she get a superior to look into it, she said she was hanging up because I was so rude; I 100% wasn’t. I asked for a record of the call, she said no; I asked for an email confirming the call, she said she was hanging up and did. I bought the 20:30 flight myself. If I could give 0 stars I would.

Scandinavian Airlines (SAS) is an absolute disgrace.
They cancelled my direct London–Oslo flight less than 12 hours before departure, then forced me onto a ridiculous 5.5-hour connecting route via Zurich instead of the original 2-hour direct flight. I arrived 5 hours late. To make it worse, SAS had another direct flight with seats available that arrived earlier—yet they deliberately refused to offer it and claimed the connection was my only option.
Customer service? Non-existent. No chat, no phone support because it was evening—apparently SAS only believes passengers deserve help during office hours. Unless, of course, you’re a Gold customer, in which case magically someone is available. They can rebook flights but can’t be bothered to help stranded, paying customers.
This was a humiliating, disgusting experience that shows utter contempt for passengers. SAS doesn’t just cancel flights—they cancel any sense of dignity, accountability, or basic customer care. Avoid this airline at all costs.

This company is a total disaster. We missed our connecting flight because of a huge delay, yet they still have the audacity to claim they're 'the most punctual airline.' I filed for reimbursement for hotel and taxi costs, and they promised it would be paid within 2-4 weeks. Well, it’s well past that deadline, and when I call customer service, all they do is keep telling me they ‘sent a message to the claims team.’ It’s like they don’t care about their customers at all. Don’t make the same mistake I did—avoid this airline. Pay a little more for an airline that actually knows how to handle things and treats its customers with respect.

They lied to me and said that i couldnt fly with my dog because the flight was already fullbooked with animals. THAT WAS A BIG LIE.
It was also very difficult to get help through the booking.
I went to the AirPort the same day 2 hours before the departure hoping i could fix something there, but again the same answer, they said al 4 dogs had aleready checked in. When i tell them that i am going to check if that is true in the flight they said that finally one dog was not coming 30 min before de flight. To much coinsidence.
We true sto call servers times, with no answer at all, we sent them a mail but no answer there either.
VERY VERY BAD SAS.
Thank you for nothing! Merry Christmas!

We were involved in an aviation accident aboard an SAS plane during taxi. The crew kept us calm and assured us everything would be ok and SAS would take care of us. After exiting the plane, absolutely no one from SAS was there to help us several hundred passengers so out of the confusion we made our own conclusions and waited hours and hours to get information from SAS through their terrible phone system. Eventually the flight was cancelled but everyone was held there for hours.

The next day they rerouted us to Copenhagen and that’s when things got really bad. All the rerouting options were delayed and cancelled but yet SAS refused to even acknowledge this was happening and insisted at the counter the plane was there when there was absolutely nothing at the gate. We waited more than 40 hours to get answers and had to cancel our trip planes. Still waiting to get a refund but beware they even deduct fees and ticket value off failed flights you board even if they break down on the taxiway. Absolutely horrible experience and never using SAS again.

Sad customer service from my first SAS flight attendant through the handling of my damaged bag to their inability to provide documentation I flew a segment. They can see I flew but cant provide me any evidence. Their A350,however, is nice. Their A330 has less space due to older economy seat models. Don't let the equal 31" pitches mislead you! Also, don't be mislead into flying with SAS!

SAS is an overpriced budget airline and I would recommend you fly any other airline to Copenhagen, including preferably a budget airline where the cost of the ticket represents the service you will receive.

I booked a trip at the SAS website to go snowboarding, from Trondheim (Norway) to Calgary (Canada).

But SAS can not help me to get my boardbag booked all the way, only to Newark (USA).

They told me to contact their partner West Jet. West Jet refused to help me and told me to contact SAS at the airport while travelling. SAS however says they can not add any bag on an other companies flights, not even when i am travelling.

I received a schedule change email from SAS (change of one hour or less) presenting “Cancel your booking and get a refund” as an option. The financial consequences of this option were not clearly explained.

I cancelled in good faith and only discovered afterwards that this resulted in a near-total loss of the fare, over €2,000, within minutes. I understand ticket rules, but the way this was communicated felt misleading and lacked transparency.

Despite contacting customer service and escalating through official channels, I have not yet received a clear or official response.