I am facing a very urgent situation and I don't know what's the best move in this case and would appreciate any advice.
I am in Thailand right now with my girlfriend, we arrived at the beginning of December from CPH and will go back early January (in a few days).
My flight was originally happening on the 3rd of January at 19:15, but being unhappy with the schedule and the number of layovers (BKK-PEK-VIE-HAM-CPH),
I called the support center on Dec 28th to find a better option. After speaking a lot with the support agent and trying different options,
I decided to book a business class for the 2nd of January at 00:25. The support agent assured that my booking was confirmed and that my seats were guaranteed. He even said I could cancel my hotel for the two nights I would not be needing it anymore (between 1st and 2nd and 2nd and the 3rd). The new route would be BKK-ARN-CPH. The next morning the difference in points were deducted from my EB account (to cover the upgrade price from economy to business) and I even managed to book the seats on the BKK-ARN flights through the SAS app.
But today (30th of December), the flight from BKK-ARN disappeared from the booking reference. So, I called the support again to understand what was happening and I was told that they could no longer make the change and that I would get my points back instead. I said this was a joke because I had already cancelled the hotel and changed my plans around it, even promised to be back early to work already. But support didn't care and said there was nothing they could do about it.
So, in summary, after being promised that my seats were guaranteed on the flight on the 2nd of January, changing all my plans and cancelling my hotels, I was informed that I will not be able to fly on the 2nd.
I do not know what to do in this situation. Do I have enough reason to sue them? The calls are recorded and with the calls it can be easily proven that they told me the seats were confirmed. I had booked my hotel with points and I can no longer do that since they are not accepting points payment so close to the date and I do not have the funds to cover with the current prices.
I am in Thailand right now with my girlfriend, we arrived at the beginning of December from CPH and will go back early January (in a few days).
My flight was originally happening on the 3rd of January at 19:15, but being unhappy with the schedule and the number of layovers (BKK-PEK-VIE-HAM-CPH),
I called the support center on Dec 28th to find a better option. After speaking a lot with the support agent and trying different options,
I decided to book a business class for the 2nd of January at 00:25. The support agent assured that my booking was confirmed and that my seats were guaranteed. He even said I could cancel my hotel for the two nights I would not be needing it anymore (between 1st and 2nd and 2nd and the 3rd). The new route would be BKK-ARN-CPH. The next morning the difference in points were deducted from my EB account (to cover the upgrade price from economy to business) and I even managed to book the seats on the BKK-ARN flights through the SAS app.
But today (30th of December), the flight from BKK-ARN disappeared from the booking reference. So, I called the support again to understand what was happening and I was told that they could no longer make the change and that I would get my points back instead. I said this was a joke because I had already cancelled the hotel and changed my plans around it, even promised to be back early to work already. But support didn't care and said there was nothing they could do about it.
So, in summary, after being promised that my seats were guaranteed on the flight on the 2nd of January, changing all my plans and cancelling my hotels, I was informed that I will not be able to fly on the 2nd.
I do not know what to do in this situation. Do I have enough reason to sue them? The calls are recorded and with the calls it can be easily proven that they told me the seats were confirmed. I had booked my hotel with points and I can no longer do that since they are not accepting points payment so close to the date and I do not have the funds to cover with the current prices.