We recently flew on SAS airlines for the first time from the US to Europe. We had a layover in Copenhagen before proceeding to Warsaw, Poland. One of our travel apps routinely showed this airline as having better overall fares than most competitors, so we booked our travel with them, but as we were doing so the price per ticket went up a few hundred dollars each in the middle of the booking process just after we sent the credit card into. We called the airline and we were advised that the system was “updating”, and we could not get the lower fare despite the fact we had completed the entire booking with the exception of SAS accepting our card payment. So, one has to wonder if there is dynamic pricing that being practiced by this airline.
Beyond that, the worst offense was that our flight on the return home from Warsaw to Copenhagen was canceled about a week before our departure, but there was no email or text message from SAS! I just happened notice that there was a notification on my phone screen, most of which we all ignore because they are frivolous, but as it disappeared, I noticed the word cancelled. I looked at the poorly designed app and our flight from Warsaw to Copenhagen was indeed canceled. We tried to call SAS to discuss rescheduling, but after an hour on hold we gave up. The next morning, we left to our next destination via train and when we arrived we called SAS once again. We were able to speak to an agent, and all morning flights from Warsaw to Copenhagen for the next week had been canceled! We were able to change our flight and our travel plans to leave from Gdansk, but SAS had canceled our reservation from Copenhagen to the US, despite the fact that the flight itself had not been canceled!! We were told that since both segments were booked together that they had to cancel both reservations, and they had already issued a refund and given our seats to someone else. This is all less than 24 hours after we received insufficient notification of our initial flight cancelation.
So, in summary, SAS airlines has a poor app and website, poor access to customer service, apparent dynamic pricing, insufficient notification of flight cancelations, and an archaic policy of canceling all flight segments for just one flight disruption if you have multiple stops that were all booked together.