SAS Reviews 39

After booking a flight I tried calling/emailing to get some answers regarding seats on an international Premium Flex flight. I was holding for 30 minutes on the phone with no response, I've called multiple phone numbers, response from their email was for me to call customer service, which I already explained that what I had previously done. Worst customer service ever. They don't deserve one star!!!

If there was a zero start, i would not even have given them that. This is the worst customer service and booking agent. They often manage to book wrong, not finding the booking although it's in their webpage, and even worse, they recently cancelled a booking I never asked them to cancel. Unbelievably bad customer service, shape up!

Tried to register a flight «after the fact». Was told it would take a while. It’s been more that two months now and no response on my follow up e-mails. Seems like they don’t care. Not a big deal for me as I am done with SAS now, but wanted to put in this review to warn others. Message is simple: Don’t trust SAS

Keep in mind about hidden charges

1. When you first sign up and get approved for the SAS Mastercard, the default payment plan will only transfer the minimum amount. That means, even after you link your bank account to paying the invoice, you will be charged interest for the remaining amount if you're not paying attention. The only way to set up automatic full payment, is by sending them a message through the app. This is predatory behaviour in my opinion.

2. After talking with customer service, they were not able to confirm whether I opted in for this optional payment insurance plan thorugh AXA. You don't see this charge on the app but only through the web browser. I noticed last month that I got charged for this insurance and refunded the same day. I was thinking that there is nothing to worry about, since there were not added cost to my invoice.

A month later, I got charged for this insurance again but not refunded. When I asked customer service about this over the phone, they were not able to answer the reasoning behind this and unable to reverse the charge.

In summary, please be very mindful about these additional costs. Best to call them or send them a message through the app to make it absolutely clear that the only charge you are expected to pay is the annual fee (if you plan on paying back your invoices in full).

You can claim that all this information is in the terms and condition when you first sign up, but the way they advertise the card does not specify this very important information.

SAS Eurobonus: I booked several flights and they somehow booked the points on different loyalty programs. Several emails and calls were not successful. No goodwill to rebook or even find a solution (zero!). I deleted my SAS account and waived all points. Poor service level!

Worst customer service I have ever experienced, and I thought I’ve seen a lot.

My phone was stolen and I live outside the Nordic countries now so have no possibility to verify or reinstall my BankID.

SAS offers no other verification method so I’ve been logged out of my account since August and will remain this way for the future.

On top of that, there were fraudulent activities on my master card, around 800€, right before I lost my phone.

I called customer service to at least understand if this issue had been resolved and was called a scammer by the service chick :)

Then emailed, received a response after two weeks they can’t help me I should call customer service again.

Called cs again - guess what. They didn’t help me. What a surprise.

I’m filing an official complaint now but I must say, this is really the worst process and setup I have ever had to deal with.

It’s like they really don’t care about anyone’s problems with their products.

I’ve been an SAS gold member for five years and will switch airlines and start over with my status as this is so careless, I don’t want to deal with them in the future.

I have been a loyal SAS-customer for many years, but their treatment of my first and only mistake has left me gobsmacked and so so disappointed. I cannot believe that this is how you want treat a loyal customer.

To sum up my case;
As Covid was very bad in the US I logged on on the 11th of january to change my tickets for NY. I thought I pressed cancel and would be given a voucher. Apparently, I cancelled my tickets without the possibility for a voucher. I realised my mistake straight away, called the Customer Service (spoke to Ib in Denmark) who gave me the directions to write SAS' Customer Care and told me to ask for a voucher (I did all of this within an hour of the mistake!). He also informed me that this mistake had happened before for other customers and that SAS was considering adding to the layout of the page as it was not clear enough (for the customer) that they were about to click on 'the button of no return' and thus, lose their tickets (with only tariffs and taxes being refunded). Customer Service told me that others with the same problem have had their cancelled tickets made into a voucher and thought the same could be done for me. I waited 3 three weeks for a reply from Customer Care, but only received two lines in an email where they rejected my request to be given a voucher...No explanation given. I then wrote them back straight away and asked why my case was treated differently than other customers with the same mistake and asked of the possibilities to find a solution. As it is not possible to call Customer Care, I called Customer Service and explained to them that I felt utterly stressed by the situation. Yes, I misunderstood the rules and pressed the 'cancel-button', but I did that in the sincere belief that I would receive a voucher. I have even offered SAS to pay an extra charge for my mistake and highlighted that it is not my intend to cost them money. The current situation is, that SAS is 'earning' 10.000DKK/1300 euro on my single mistake - which seems unfair and very opportunistic!. Customer Service listened to me and continued to agree that it should be possible to get a voucher and that the fault could be corrected, but told me to wait for a reply from Customer Care (as Customer Care and Customer Service in SAS are two separate units...), I have waited...but no reply has ever come..I cant even tell if they just closed my case (?)...I have asked Customer Care to call me in four different emails, but I just hit a 'wall of silence'. No calls...no emails...no dialogue... my money is just gone...
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To be fair, I question SAS' motives in this case. The situation could easily be resolved to the satisfaction of both parties and without costing SAS any money, but instead SAS have chosen that NO dialogue is the way forward. I currently stand to lose approx 10.000 DKR for misunderstanding my rights with one single pres on a button. That being said, the flight was previously moved, I thought I would be given a voucher and I reacted straigth away by contacting your Customer Service...this should honestly be a mistake where SAS would support their customer. I misunderstood what I was agreeing to by pressing the 'cancel'-button, but reacted straight away, and your Customer Service has since backed me up twice and supported that I should be given a voucher. My eurobonus number indicates that I am a loyal and frequent customer, but no dialogue seem to be prioritised. Everyone makes mistakes once in while and SAS should be a company with the capacity and compassion to help a loyal customer of many years caught up in such a situation.

The tickets were bought as a gift to celebrate my boyfriends 40th birthday and I have been so stressed the past month because I do not know if the trip has been ruined. I could have purchased cheaper tickets with other airlines, but I chose SAS as I trusted them in the uncertain times of Covid. Turned out to be a BIG mistake...

A really disappointed customer

Elisabeth

Stay away from this company. It simply math to see if money is missing. I hadd some SAS tickets that should be refunded but after 4 mouth I have still not resived it from SAS. I have all the confirmation of that I shall receive it, but never did. And today I received and email from SAS Mastercard that money was refunded back in 18 of July. But all can see the only money that went into my account is my own transfer to cover the los. So you can say this company is stealing.

Your website is often quite buggy. I couldn't login several times due to some errors on your site and ended up having to change my password - Even if it was the right one. Some of the links are also not working.

Also, the Eurobonus membership is not very favorable. I found a two-way ticket which was supposed to be 30 000 points (15 000 each way). However, when I finally managed to login in to my Eurobonus account, the same trip was 37 000 points EACH way. Initially it was either 30 000 points or 210 EUR, suddenly it went up with more than double. With my points I would have to pay 176 EUR which was almost as much as without using my points(?). Very bad customer experience and point system.

Absolutely unacceptable service experience with SAS eurobonus mastercard. SEB Bank has provided me with the most unacceptable service I have ever experienced online.
Due to the fact that im a EuroBonus customer, I have wanted to upgrade my experience through a mastercard, to help me collect points and other benefits associated with my travels. I therefore applied for a SAS Eurobonus mastercard, and within 24 hours got a rejection. I therefore dialed the indicated number, in order to get some more information in regards to the rejection. I was then met by an incredibly arrogant and rude voice, which "checked my application" and within seconds told me that it was an overall decision. There were no further explanations, and while asking a question such as what the requirements are, I was told I am not eligible due to my income, and my expenses such as rent. This is one of the parts I find absolutely unacceptable, as it was clearly stated in my application that I do not pay rent monthly, as I live on a privately owned location. It shows that the employee had absolutely no interest in even looking into my application. The fact that the employee held an arrogant and rude tone while lecturing me and telling she cant do anything or provide anymore info than "you have rent and other expenses that you pay", is absolutely unacceptable in a customer service point of view. I have explained the fact that I am currently a student and earn the maximum amount allowed by the goverment, with the employee then replying in an rude voice telling me yeah but then i cant do anything. I sincerely hope this service improves for the better in the future, and they learn the art of customer service.

Terrible customer service. When you contact them regarding payments on your account statement you do not recognize, they will do more effort not doing anything about it, than taking it seriously and help you correct the situation.

This card collects your shopping data automatically, so if you want to have some privacy you need to log on to your settings and check the box "I don't want you to process my data..." The yearly fee is 295 dkk (40 eur), something that many other credit card vendors have dropped years ago. It took me around 2 years to collect enough points for a flight, for which I still need to pay airport taxes and fees. They charge 2% conversion fee for every transaction that you do in foreign currency. I don't think it pays off, so I stopped being their user.

I tried to apply for a SAS EuroBonus Mastercard, because I expect to travel a lot for the next couple of years. While the application is quite long, and you have to retrieve different documents from different sources, I accept it because it is after all a credit card they are issuing.

However, within a day, my application got rejected with no explanation whatsoever. If I had questions I would call them. So I did, with the question "why was I rejected". Yet, the person I was put through to couldn't answer in any other way than vaguely stating it was an overall decision from my application.

She said it depended on where you live, your gender, age, and income level. I can think of a few things here that would classify as harsh discrimination. I asked her to check my application to see if there was a mistake, but she said there was nothing popping out. Yet, she could not tell me why I was rejected, without repeating that it was an overall decision.

Making someone spent a lot of time to sign up to a loyalty program, just to reject them within 24 hours is a little harsh, but okay. But not providing a reason when asked for it, is not okay. It is terrible marketing.