flysas.com

Horrible customer service! And barely any help when it comes to sorting out their mistake! DISGRACE!

Horrible customer service! And barely any help when it comes to sorting out their mistake! DISGRACE!

We had a flight on 26.Jan from JFK to Prague. It was after the snowstorm in the NYC so we understood that SAS rescheduled us to another flight of KLM (KL642) and we confirmed the change in the email and in the app. We couldn’t check in online tho. And we found out why at the check-in counter. Basically, they didn’t do the transfer of the tickets correctly in the system of klm. So there were no seats or food for us in that 7 hour flight.

The check in supervisor even tried to rebook us to another flight but it was also not possible because of.. SAS system. So we had to run to another terminal and I specifically called them to ask them if someone will be at the counter. Some lady said that yes yes it is open, and on top of that she said that on their end our tickets are fine and we should make the flight… Honestly, it was a circus. Upon arrival to the counter, guess what ? The SAS team had just left right before us. And effectively we were stranded at the airport!

When I called customer care they offered to reschedule us for the next evening without any compensation for hotels, claiming that there were no other alternatives for flights. I will not go into the details of how much money we spent on international calls - ridiculous!

Luckily there was a lady from DELTA AIRLINES that managed to reschedule us to AIR FRANCE flight that was departing in a few hours and was connecting to our final destination.

So much for “no more flights available” that the SAS employee was claiming!

And on top of that I can’t claim refund for the delay, because since we didn’t make the klm flight, it just disappeared from our booking system in the app. Very convenient !

Absolutely outrageous behaviour and attitude from the Scandinavians.

Date of experience: Feb 03, 2026