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SAS flight refund?

We had four tickets on SAS flights that were canceled in June. We submitted a refund request, and received confirmation that we were in the queue. We have since received a couple of e-mails trying to entice us to accept travel vouchers instead of a refund, which we didn't accept. (While we would love to travel next summer, I think our ability to travel will still be questionable due to COVID.) So... we are still waiting for the refund, 13 weeks later. Has anyone else received a refund from them for their canceled flights? If so, how long did it take?

Thanks in advance!

Posted by
1933 posts

I had 2 flights booked on SAS:

mid-May flight: 13 days for full refund
I received notice on April 3 that my mid-May flight (1-way, London to Riga) was cancelled; on April 16th, I received the full refund to my credit card, including seat assignment.

September 8 flight: refund received in 8 weeks (estimate from SAS was 2-3 months)
My flight (round trip, San Francisco to Poland) was effectively cancelled (SAS notified me of a "date change") on August 17; the agent has told me the refund will take 2-3 months.

Details of both flights/refunds in this thread.

Update 27 Oct 2020: I received my refund for my September SAS flight on my credit card 4 days ago, 8 weeks after my scheduled departure. I saw an article that SAS had finalized a new financing deal last Friday with Sweden and Denmark. Perhaps that will help the refund queue.

Posted by
19 posts

Thank you for sharing your experience! I figured that it might take awhile, but I’m starting to worry. We will see...

Posted by
1933 posts

The SAS Board of Directors has approved a recapitalization plan, which "has the support of the Company’s two largest shareholders, the governments of Sweden and Denmark."

Hopefully, that's good news for (eventual) refunds. Since your refund has been pending for 3 months, you may wish to call SAS and ask for an update. At some point, I've wondered whether a complaint with the US Department of Transportation (assuming your flight originated in the US) might shake a refund loose. SAS hadn't had a lot of complaints (when I checked mid-August) so perhaps there wouldn't be a massive delay to process one.

Posted by
2094 posts

Sorry to hear that. I have no experience as I've not had to request any refunds, but keep reminding them. There are probably a couple of consumer organisations you could contact for help, but which one depends on if they were intraeuropean flights, domestic flights or transatlantic flights?

And in case you haven't seen them, here are the EU rules regarding passenger rights: https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

Posted by
19 posts

Thank you for your suggestions. I’m debating whether I should contact my credit card company to try to do a chargeback. I normally view that as a last resort, and I didn’t do it with any of the other tickets we had for this trip. I waited, and eventually, every airline refunded, except for SAS. This morning, I received yet another email trying to convince me to take a voucher. Very frustrating. I’m also going to check out where I might be able to file a formal complaint.

Posted by
2094 posts

There are consumer organisations that can help you, but like I mentioned, which one is the best depends a lot on what kind of flight is was.

Posted by
19 posts

It was Norway to Croatia, but with a connecting flight in Denmark. I don't know how the stopover affects the analysis...

Posted by
2094 posts

Thank you!

As I see it you have three choices.

  1. Wait for the money. They will arrive sooner or later, SAS is not in
    risk of bankrupcy. It is too important for the Scandinavian
    countries, especially Norway and Sweden where they have a lot of
    domestic routes. And they probably have a mountain of refunds to
    process (like more or less all airlines).

  2. Accept their offer of a voucher.

  3. Take the official route. Send them a complaint using this form:
    https://ec.europa.eu/transport/sites/transport/files/themes/passengers/air/doc/complain_form/eu_complaint_form_en.pdf
    If they don't respond within 6 weeks or if you are not happy with
    the response, you can contact Transportklagenemnda for more help,
    www.transportklagenemnda.no

Posted by
1933 posts

sssarlington, I got my SAS refund a few days ago. Details in my earlier note, upthread. (This note is meant to trigger your email notification.)

Posted by
19 posts

Very happy for you to have received your refund!

I just checked, and my refund is still "in progress" on their site. I'm a little concerned, as our flights were canceled in June (flight was originally scheduled for July 4). I'm wondering why they've skipped over us to process refunds for flights that occurred months after ours.

Posted by
1933 posts

Yes, that would concern me too. Although I have seen situations with another airline having multiple refund queues - separated by geographical region, in that case - each of which was processed according to its own schedule and staffing.

Posted by
19 posts

Just wanted to update -- I telephoned last week, and the representative said that my refund was "just processed that morning." It took a couple of days for the money to get refunded to my credit card. I found it a little suspicious that the refund just happened to post on the same day that I called... Still, I'm quite relieved to have finally received the refund after 18 weeks.

Posted by
1933 posts

That's great news. So glad you finally got your refund!

My SAS refund hit my credit card just in time to offset the costs of a road trip I took in October, so that trip felt like it was free!