Review Time
I’m giving three stars because the customer service representatives we spoke with were helpful and friendly, but it takes a significant amount of time to reach them. We wanted to reserve bassinet seats for our trip to Japan in the spring. Unfortunately, the only way to do this is by phone, and over three days, we spent 6 hours and 52 minutes trying to get it resolved, including a single call that lasted 3 hours and 19 minutes yesterday. The staff are excellent; however, more representatives or a digitized process would greatly improve the experience.
I used to see the company as a reputable choice with a straightforward and hassle-free experience at a Scandinavian price (higher but reasonable). Unfortunately, that is no longer the case. It's frustrating how many problems their booking system and mobile app have. There are constant errors while navigating the app and website, issues with check-in, purchasing additional services, and sharing tickets with other travelers. There is an overwhelming number of upsell options, yet the basic functionalities are not working properly. As other cheaper tickets seem to vanish across Europe, I had to search for other pricier alternatives. This service does not justify the premium price. Choose another provider for a more seamless experience.
I have never faced such a frustrating mix of app issues, unhelpful agents, and lack of support in my life. The company advertised a same-day flight change in their app, which I attempted to use several times, but the app failed to complete the process each time. Reaching out to customer service was pointless: long wait times, representatives who either didn’t grasp the system or were unwilling to escalate, and no solutions provided. They even disconnected the call. Chat support was just as ineffective, with scripted replies and no real problem-solving capabilities. Both agents struggled to differentiate between a standard booking change and the 'same day flight change' option available 24 hours before departure. This option was priced at $70, while a proper rebooking cost over $400, and the agent insisted I pay the higher amount despite providing multiple screenshots of the app showing the 'Same day flight change' price. I attempted to call back later, but the lines were closed… Closed?! It’s 2025, and a major airline operating in Scandinavia cannot manage an effective booking system or round-the-clock support? Ridiculous. I anticipated efficiency, professionalism, and at least some basic problem-solving. Instead, the company delivered frustration, incompetence, and wasted time. For any travelers contemplating this airline: do yourself a favor and choose virtually any other option.
I have never encountered such a disheartening mix of app failures, unqualified agents, and nonexistent support in my life. The company provided an option for a same-day flight change in their app, which I attempted to utilize multiple times, yet the app consistently failed to finalize the process. Contacting customer service was a futile effort: long wait times, representatives who either misunderstood the system or refused to escalate issues, and no solutions offered. They even hung up on me. Chat support was equally ineffective, offering scripted responses with no real problem-solving ability. Both agents struggled to understand the difference between a regular booking change and the 'same day flight change' option available 24 hours before departure. This option was priced at $70, while a proper rebooking exceeded $400, and the agent insisted on the higher charge despite my providing screenshots of the app showing the 'Same day flight change' price. I tried calling back later, but the lines were closed… Closed?! It’s 2025, and a major airline operating in Scandinavia cannot manage a functional booking system or round-the-clock support? Absurd. I expected efficiency, competence, and at least some basic problem-solving. Instead, the company offered frustration, incompetence, and wasted time. For those considering this airline: do yourself a favor and book with virtually any other option.
Flight SK554 from Amsterdam to Copenhagen was delayed by about two hours, causing me and many others to miss our connections. Upon arrival in Copenhagen, several hundred passengers were already in a long line at the service desk. After approximately 40 minutes of waiting, around 1 AM, a senior staff member announced the following: there were 'no available hotels,' and we could sleep wherever we wanted; they would NOT rebook anyone during the night because they were 'closing and going home'; and everyone should return in the morning. In essence, the company abandoned hundreds of passengers overnight, offered zero mandatory assistance, and ignored every obligation regarding passenger rights. This was not a minor oversight - it was a complete failure of responsibility, organization, and basic respect for travelers. I will be filing formal complaints with relevant authorities, and I strongly advise travelers to steer clear of this airline if they expect any support when issues arise.
Today I contacted the company’s customer service and had a really positive experience. The representative I spoke with was very friendly and skilled. She successfully rebooked my flight for me! I wanted to share this, as there are often many negative reviews about airlines.
I am deeply disappointed with the company’s overbooking policy. We had valid tickets purchased well in advance, were fully checked in, passed security, and stood in line at the gate for hours, yet we were denied boarding simply because the company chooses to overbook flights as part of their business model. Being told that this is 'just their policy' is unacceptable. When passengers follow all the rules and still face rejection at the gate, it renders ticket purchases meaningless. All planning becomes futile if a confirmed booking doesn’t guarantee a seat. We were then redirected to the ticket counter to start over and book the next available flight, which didn’t leave until the following day, forcing us to pay for an overnight hotel stay ourselves. This customer experience feels careless, profit-driven, and disrespectful. A paid ticket should ensure a guaranteed seat.
I joined the loyalty program before taking four flights with the company earlier in October 2025. Only two of the flights credited to my account. When I tried four times to add my address on their website, I kept receiving an error message. Eventually, I managed to add my address, but the website sent me an SMS verification despite my opting out of SMS communications. This happened three times after I had turned off SMS notifications. I have given up on the loyalty program due to the website's dysfunctionality.
Customer service was not helpful at all, and their English was quite poor. I accidentally booked the wrong date for my flight and called them within 10 minutes, but the representative told me it was my fault and charged me 70 euros per ticket to change the date. There is also no email address to reach out to them!
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