Had a really poor experience with SAS and wanted to share in case it helps others.
Four days before our Tromso to Stockholm flight, the booking suddenly flipped from “confirmed” to “cancelled” inside the SAS app. No email, no notification, nothing. The app forced us onto a two leg rebooking with a 35 minute connection, and there were no alternative options shown. We paid to select seats on both rebooked flights.
On travel day, the first leg was slightly delayed, which caused us to miss the connection under MCT rules. We were rebooked again, couldn’t choose seats on the final flight, and arrived about 7 hours later than our original direct flight would have.
After the trip, I filed claims for EU261 compensation, seat selection refunds, and a delay certificate. SAS took over a month to respond, then denied EU261 by claiming they had emailed me about the cancellation three weeks earlier. I never received any such email. When I asked for proof, they sent a screenshot of an Excel sheet showing the email content, not evidence it was actually delivered.
They also denied the seat fee refund, saying the seats were “used,” even though we never boarded the flights we paid seats for. I’m still waiting on proper responses for some of these claims.
Overall this felt dismissive and frustrating, and the burden was entirely put on us to prove things SAS should clearly be able to verify. Sharing as a warning to others to screenshot everything and not rely on the app alone.
0