SAS Is In Violation Of Not Following The EU Package Travel Directive

14. As a passenger, what are my rights for cancelled transport services or package travels in the context of the coronavirus pandemic?

Passengers and travellers can be reassured that their rights are protected. The EU passenger rights regulations provide for passenger rights in the case of cancellation of transport services. The Package Travel Directive provides the necessary protection for the travellers who booked a travel package with a tour operator.  In the case of a cancellation by the carrier, passengers have the choice, to be offered reimbursement or re-routing. As re-routing is hardly applicable under the present circumstances, the choice is mostly about possible different forms of reimbursement. 

Under the passenger rights regulations, reimbursement of the full cost of the ticket is due 7 days following the passenger's request in the cases of air, sea and inland waterways transport, 14 days after the offer has been made or the request has been received for bus and coach transport and one month after the request of the passenger in the case of rail transport. Under the applicable rules, the reimbursement can be made in money or via a voucher. However, reimbursement by means of a voucher can only take place if the passenger agrees to it. 

Under the Package Travel Directive, if a package trip is cancelled due to “unavoidable and extraordinary circumstances”, travellers have the right to get a full refund of any payments made for the package, without undue delay and in any event within 14 days after termination of the contract. In this context, the organiser may offer the traveller reimbursement in the form of a voucher.  In both cases, this possibility to get a voucher does not deprive the travellers of their right to reimbursement in money.

After 47 Business Days, Still No SAS Refund

Here I am forty-seven business days later and still no refund from SAS Airlines.   When you had your layoffs, did you lay off the accounting department.   If so, bring them back and put them to work or hire an accounting firm, give them a deadline and get the job done.  The Corona Virus excuses will only work so long.   You run your business like the inept and incompetent politicians and bureaucrats in the three governments that subsidise you.

Shape up.  This is an opportunity to get your act together and be accountable to your clients.

Unanswered E-mail To Freja Annamatz, PR Person At SAS Airline

To: freja.annamatz@sas.se 
2020-04-29 12:28

Dear Freja.

I am contacting you since your website makes it almost impossible to get an email address or even chat anymore.

I suspect a person in your position would know how to redirect my email into the hands of someone who will have the competence and work ethic to resolve my problem.

I have been waiting on a refund for over one month and a half and view this as unacceptable.  I have done the online refund and not gotten an email response as the instructions said that I would receive.  Called two customer service reps who must have been on anti/depressives given their low energy and lack of willingness to be of help.  I asked one for a confirmation of cancellation which was dated the 26th of March, 2020 when I requested the refund on the 14th of March, 2020.  My wife who is Swedish also called and was met by a rude customer service rep.  

Now, this long wait is unacceptable even with a worldwide pandemic play in production.   Your website stated 7 to 10 business days to get my refund.   I am now at 34 business days of waiting for what amounts to about 2,000 USD.

If you would be so kind as to pass this email to whomever can put a little fire into the accounting or refund department as to expedite my processing, I would be most grateful.

My name is.

Michael N. Hopkins

Note:    Another example of illegally inept and incompetent personal at SAS or perhaps just arrogant.  This company runs more like a political organisation than a business that cares about keeping clients and growing.  Lesson to be learned Freja.   You do not always know who you are dealing with in business.   It is best to treat all in a polite and professional way. 

After Three Weeks Of Calling to Get The Status Of My SAS Airline Ticket Refund. Failed Customer Service

After 3 weeks and two phone calls later I received these e-mail.  I made the refund request via the SAS Airline website which stated I would received an confirmation of my refund request.   None came, so I called customer service and talked to two very evasive employees who had a vibe of being depressed.  I had to tell the second person to mail me a confirmation of my refund request.  I got this.

Number #1

SAS CUSTOMER SERVICE                     DATE 26MARCH20

FROSUNDAVIKS ALLE 1                      BOOKING REF XXXXXX

S-195 87 STOCKHOLM

SWEDEN                                   HOPKINS/MICHAEL MR

TELEPHONE: 0770-727727                   LINDQVIST HOPKINS/PIA MS

CANCELLED             26MAR STOCKHOLM

                      THU   YOUR RESERVATION HAS BEEN CANCELLED

PLEASE SEE WWW.FLYSAS.COM FOR INFORMATION

ABOUT BAGGAGE ALLOWANCE AND OTHER

RELEVANT TRAVEL INFORMATION

CLICK THE FOLLOWING LINK TO ACCESS YOUR ONLINE ITINERARY

My wife also called a week later and had a very rude person at the other end of the telephone. 

Number #2

Information about your refund from SAS

SAS <info-sas@flysas.com>
2020-04-01 11:18

Hi,

We’ve received your request for a cancellation and refund.

Due to the current situation, we’re handling a large numbers of requests. This means that handling times are longer than normal. Please bear with us and kindly wait for us to get back to you — we’ll take care of your request as soon as we can!

Thanks for your understanding. Naturally, if you’ve already received your refund, you can ignore this message.

Best regards, SAS 

SAS Airlines - Show Me The Money

You cancelled my flight.  I did not.  You offered a refund option and did not honour your own terms in our agreement.   Where is my money?    I am not subsidised  by Norway, Denmark and Sweden as you are.    I kept my part of the agreement, now you keep yours!

Sincerely,
M.N. Hopkins

PS:  More information is coming to explain to all who find there way to this blog that I just created today,  the 9th of May 2020.  If you have had similar experiences with SAS Airlines, please relate them in the comment section.