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SAS Messed up. What to do? Sue them?
- Thread starter felipe
- Start date
T
Tamas
Guest
Varför har ARN inget med detta att göra? OP kan be SAS för ersättning, de kommer neka och då kan man gå till ARN.Cristoffer Cedergren skrev:Read what@Tomas Ewrote and you will understand that you will lost more then earn on sue SAS. And the Swedish ARN has nothing to do with this case. Maybe you have some travel insurance that can cover your mistakes.Klicka för att utvidga...
D
Deleted member 23500
Guest
Felipe skrev:I searched for other hotels accepting IHG points and none had rooms with points for these days anymore.Klicka för att utvidga...
Maybe you ain’t in Bangkok?
//uploads.tapatalk-cdn.com/20240101/5aa34e3dd428adca9ece147c0f3d6b0e.jpg
Your mistake was to accept the T&C without knowing the content of it.Felipe skrev:I still do not agree it was my mistake that I accepted a change offered by a SAS employee. But I respect your opinion. Blame me if you want, I still think SAS is wrong here.Klicka för att utvidga...
As a traveler we all have responsibilities. You need to know what visa and vaccines you need for your destination as an example, and your also responsible for knowingly the rules of your ticket.
But SAS also has a responsibility to not give out false information which seems to have been the case during the phone call.
Try it (for your cash hotel nights) and let us know how it goes.Felipe skrev:Filing a complaint at ARN seems a more reasonable first step, and that is what I will do,Klicka för att utvidga...
Great!Felipe skrev:I got the original trip back though, and that is how I will go back home.Klicka för att utvidga...
Swedish company + swedish boss?Felipe skrev:I had to get the extra 2 days off again (I had already told my boss I could get back earlier and could start working sooner. He was happy to have me earlier)Klicka för att utvidga...
If yes, I can't see this being a big thing for an average Swedish manager (there are always exceptions..).
He had already approved the holiday and you message, during what I presume is his holiday, to say you'll be back a couple of days earlier? And then you message again to say you won't?
No big deal for most Swedish managers.
If you worked for me I would be (think) like "OK great, but why are you disturbing me during my holiday with this". ;-)
Or perhaps your boss is a frequent flyer nerd and will have full understanding regardless. You have a chance to bond over the SAS T&C and the poor customer service.
Let us know how it goes!Felipe skrev:So I booked another hotel with money, and will ask for compensation from SAS.Klicka för att utvidga...
Keep low expectations here, I think they will not. I think ARN will be of the same opinion.Felipe skrev:This is why I believe only asking for the hotel money back from SAS isn't enough, andthey should somehow compensate for all of this stress they have caused.But I will start with the hotel only and lets see.Klicka för att utvidga...
Forget this now and enjoy your last day(s?) in wonderful Bangkok. Have a massage and relax.
I am, but with the points I have I cannot book any of these hotels. The two days I had booked before were for much less than that.Mattias Holmén skrev:Maybe you ain’t in Bangkok?Klicka för att utvidga...
Yes, my mistake of not knowing the terms and conditions. But to be honest, even if I was aware of them, I would still have trusted the customer service support specialist. Maybe something happened in the booking that would then allow changes to be made? Like I said, some of the flights in the return journey changed and maybe that would allow changes to be made? It's extremely weird that I should be the one telling the support team about the rules of the company they are working for, instead of them offering support according to what is allowed to be done.palmen skrev:Your mistake was to accept the T&C without knowing the content of it.As a traveler we all have responsibilities. You need to know what visa and vaccines you need for your destination as an example, and your also responsible for knowingly the rules of your ticket.But SAS also has a responsibility to not give out false information which seems to have been the case during the phone call.Klicka för att utvidga...
Boss thankfully never complained about anything and is super flexible. But it doesn't look good for me when I ask to return to work sooner than originally intended, then things are planned, just for me to cancel it all and revert back to the original plan. And why would I sue him? I guess this is some sort of bad ironic joke, but ok, have your fun. One day you will be in a bad situation as well and I just hope you are shown more empathy than what you are giving me.pswe skrev:I’d sue the boss. Clearly he should be more accommodating in this stressful situation. And wasn’t he the one approving the whole vacation in the first place?Klicka för att utvidga...
Thanks for the tips, will use these last 2 days to relax indeed. The boss didn't complain at all, I just think it looks bad for me because I gave him extra extra planning work for no reason.hco skrev:Try it (for your cash hotel nights) and let us know how it goes.Great!Swedish company + swedish boss?If yes, I can't see this being a big thing for anaverageSwedish manager (there are always exceptions..).He had already approved the holiday and you message, during what I presume ishisholiday, to say you'll be back a couple of days earlier? And then you message again to say you won't?No big deal for most Swedish managers.If you worked for me I would be (think) like "OK great, but why are you disturbing me during my holiday with this". ;-)Or perhaps your boss is a frequent flyer nerd and will have full understanding regardless. You have a chance to bond over the SAS T&C and the poor customer service.Let us know how it goes!Keep low expectations here, I think they will not. I think ARN will be of the same opinion.Forget this now and enjoy your last day(s?) in wonderful Bangkok. Have a massage and relax.Klicka för att utvidga...
E
ekf
Guest
Perhaps it is just me, but I get super allergic to people who go directly to threaten with lawsuits when they run into problems. Even more so when they themselves are partially at fault… Or maybe it is my scandinavian mentality playing tricks on me.
Anyway, glad you got thet situation sorted. To remember for the next time, NEVER trust the customer service representative (of any company) when the matter is important to you, ALWAYS double check yourself data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7.
Anyway, glad you got thet situation sorted. To remember for the next time, NEVER trust the customer service representative (of any company) when the matter is important to you, ALWAYS double check yourself data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7.
remington-steele
New member
Det är du inte ensam om...ekf skrev:Perhaps it is just me, but I get super allergic to people who go directly to threaten with lawsuits when they run into problems. Even more so when they themselves are partially at fault… Or maybe it is my scandinavian mentality playing tricks on me.Anyway, glad you got thet situation sorted. To remember for the next time, NEVER trust the customer service representative (of any company) when the matter is important to you, ALWAYS double check yourself.Klicka för att utvidga...
Update on the case:
I have arrived home yesterday after a very exhausting journey and, as expected, my luggage did not arrive. I've opened already a case with SAS for them to search for the luggage and they are working on it. But to my surprise the customer service guy told me there is no compensation for delayed luggage when travelling back home. Is that correct? Isn't this a bit unfair? Means SAS can do anything they want with your luggage and you can't complain at all about it.
I have arrived home yesterday after a very exhausting journey and, as expected, my luggage did not arrive. I've opened already a case with SAS for them to search for the luggage and they are working on it. But to my surprise the customer service guy told me there is no compensation for delayed luggage when travelling back home. Is that correct? Isn't this a bit unfair? Means SAS can do anything they want with your luggage and you can't complain at all about it.
100% correct unfortunately. Same for all airlines and I believe for all insurances, even AMEX PlatinumFelipe skrev:Update on the case:I have arrived home yesterday after a very exhausting journey and, as expected, my luggage did not arrive. I've opened already a case with SAS for them to search for the luggage and they are working on it. But to my surprise the customer service guy told me there is no compensation for delayed luggage when travelling back home. Is that correct? Isn't this a bit unfair? Means SAS can do anything they want with your luggage and you can't complain at all about it.Klicka för att utvidga...
Sorry to disappoint, too much time interacting with SAS, maybe I'm learning from them data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7pswe skrev:Disappointed…with that opening I was hoping for an update on your law suit.Klicka för att utvidga...
golfkillen
New member
Sue them!Felipe skrev:Update on the case:I have arrived home yesterday after a very exhausting journey and, as expected, my luggage did not arrive. I've opened already a case with SAS for them to search for the luggage and they are working on it. But to my surprise the customer service guy told me there is no compensation for delayed luggage when travelling back home. Is that correct? Isn't this a bit unfair? Means SAS can do anything they want with your luggage and you can't complain at all about it.Klicka för att utvidga...
On a serious note, I guess you are not a frequent flyer, no airline I know about gives compensation for delayed luggage on the return flight.
Hade han skrivit på svenska och nämnt allmänna reklamationsnämnden hade det varit helt ok.Remington Steele skrev:Det är du inte ensam om...Klicka för att utvidga...
Istället blev människan, som ringde SAS och frågade om de kunde boka om honom till en snabbare flight anklagad för att själv ha brutit mot bokningsreglerna genom att fråga......
J
Jane Insane
Guest
Yes, this is correct, and standard terms for most (all?) airlines and insurances. Just to be clear though, this is regarding delayed luggage. The airline is responsible for lost or damaged luggage.Felipe skrev:But to my surprise the customer service guy told me there is no compensation for delayed luggage when travelling back home. Is that correct? Isn't this a bit unfair? Means SAS can do anything they want with your luggage and you can't complain at all about it.Klicka för att utvidga...
Golfkillen skrev:Sue them!On a serious note, I guess you are not a frequent flyer, no airline I know about gives compensation for delayed luggage on the return flight.Klicka för att utvidga...
Depends on what you call a frequent flyer. I would say I fly more than the average person but not much more. Maybe I was unaware of this because I have never been through this issue, and now it's happening together with all the other bad things.
SAS also replied to my original email saying that this matter should be handled through the phone. But it was the phone people who told me to send them an email and even provided me with the specific address to make it be handled faster (sas gold email). They are sending me back and forth between different departments and no one wants to truly help.
Your missing bag should be reported at the airport and you'll get yoru PIR report. That's where you have all information regarding your missing bags and how to track them. The more people you bring in to the issue, the more problems you'll most likely get and more incorrect answers. Stick to talking to the people responsible for delayed bagage and not someone else. There is nothing you can do to speed up the time it takes for the bag to reach you. Use the tracking system available for you and you can see where it is. When it has reached your final destination it should be delivered within 24h usually.Felipe skrev:Depends on what you call a frequent flyer. I would say I fly more than the average person but not much more. Maybe I was unaware of this because I have never been through this issue, and now it's happening together with all the other bad things.SAS also replied to my original email saying that this matter should be handled through the phone. But it was the phone people who told me to send them an email and even provided me with the specific address to make it be handled faster (sas gold email). They are sending me back and forth between different departments and no one wants to truly help.Klicka för att utvidga...
The gold email doesn't handle delayed bag questions. I'm not surprised someone on the phone had no clue and refered you somewhere else, then it's not their problem anymore.
We told you that it's your responsibility to know the T&C of your trip and it's vital to know your rights. Same goes for luggage delayes, flight delays and everything else. The more you read up on it yourself the better you can handle situations when shit hit the fan. As many already have pointed out, no airline (from what I know) pay anything for delayed luggage when you are homebound. More or less no insurance cover this either. Haven't you looked up what you're covered with your insurances? If you haven't, I strongly suggest you to update on exactly what you are protected against during a trip, you might miss some important converage if you aren't aware of what it's covering.
Felipe skrev:Update on the case:I have arrived home yesterday after a very exhausting journey and, as expected, my luggage did not arrive. I've opened already a case with SAS for them to search for the luggage and they are working on it. But to my surprise the customer service guy told me there is no compensation for delayed luggage when travelling back home. Is that correct? Isn't this a bit unfair? Means SAS can do anything they want with your luggage and you can't complain at all about it.Klicka för att utvidga...
Delayed luggage when traveling “home“ is almost never compensated. I have however been compensated a little amount once by Turkish airlines.
I travel with sport equipment that I need for daily training and a lot of them nothing you can buy in a store or personalized. I had to check some of it in one time traveling from Istanbul to Sweden and it was delayed by 4 days. I replaced whatever I could and did ask for reimbursement, I got around 1000sek (some mystery amount I have no idea how they came up with) out of 4000sek I spent. I need my equipment for the training and I had to buy them anyway and it didn’t matter how much they’d end up costing me, so I just bought whatever I could and waited for the rest to arrive. Baggage delay when arriving home wouldn’t be a big problem for many but for me it is, because I need to travel with equipments that I don’t have multiple of and not all of it can be taken onboard always for variety of reasons.
General understanding is however that it is almost never compensated by the airlines nor the insurance companies, which to me is pretty reasonable considering probably the vest majority of people do have an access to the things they need when arriving home, even if it does not apply to me at all.
I travel very frequently and I do what I can to prevent the stress by trying to have multiples of everything important to me or something that I need daily but it can get difficult sometimes, especially the equiptment I need for my sport.
I think I had my luggages delayed about 10 times the last year alone, twice coming home and rest at destinations, I was however very prepared and could go about my days without significant discomfort or causing problems for my training.
I sympathize by the way with your situation regarding the SAS mess up, it sounds to me (and seems like to everybody else here) like a usual, everyday occurrence unfortunately unbeknownst to you. I think kind of the harsh tones here comes from everybody here being familiar with all kinds of SAS customer service mess ups, while you are/were not. I do think that the customer service should know what they are talking about and the company should honor whatever its employee promising the customers. It is very unfortunate that SAS customer service is infamous for giving wrong information or even promising to do something they aren’t supposed to do (in this case, changing your return ticket). Very unfortunate indeed to be given the wrong information about being able to change it when you aren‘t suppose to be able to do it. Just very unfortunate combination with your lack of knowledge about your own ticket and the agent’s lack of knowledge about the ticket rules.
Wish you an ironclad knowledge from now on about your rights and ticket rules with the tickets you buy and from this forum when uncertain (different experiences we all have had cover a lot of uncertainties a non frequent flyer might have) so you can correct the agent yourself with the correct information.
We say “HUACA” = Hang up and call again, when things that’s supposed to work does not, as some agent just are incapable of doing something you ask them to do or firmly believe (wrongly) in not being allowed to do what you are asking them to do…Always the best to know what‘s in the contract, what exactly you are entitled to do, and correct customer service or HUACA if needed… Good luck data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7
The email to sas gold was regarding my original issue (my booking being cancelled), not the delayed luggage. That I handled at the airport.palmen skrev:Your missing bag should be reported at the airport and you'll get yoru PIR report. That's where you have all information regarding your missing bags and how to track them. The more people you bring in to the issue, the more problems you'll most likely get and more incorrect answers. Stick to talking to the people responsible for delayed bagage and not someone else. There is nothing you can do to speed up the time it takes for the bag to reach you. Use the tracking system available for you and you can see where it is. When it has reached your final destination it should be delivered within 24h usually.The gold email doesn't handle delayed bag questions. I'm not surprised someone on the phone had no clue and refered you somewhere else, then it's not their problem anymore.We told you that it's your responsibility to know the T&C of your trip and it's vital to know your rights. Same goes for luggage delayes, flight delays and everything else. The more you read up on it yourself the better you can handle situations when shit hit the fan. As many already have pointed out, no airline (from what I know) pay anything for delayed luggage when you are homebound. More or less no insurance cover this either. Haven't you looked up what you're covered with your insurances? If you haven't, I strongly suggest you to update on exactly what you are protected against during a trip, you might miss some important converage if you aren't aware of what it's covering.Klicka för att utvidga...
But really, if you are not interested in my case, why waste your time posting ironic things here? Just unsubscribe and stop wasting your time with me. I am posting updates so other people can use this information in the future to help them decide what to do in similar situations. You are really just making it harder to find useful information in the topic by flooding it with ironic messages.
That's exactly what I think as well. The rule that there is no compensation for delays when travelling home is a bit extreme. It implies people have extras of everything at home, and that is not always the case. It also allows companies to not bother that much and be less careful with what they are doing, reducing the quality of the service.fiffig skrev:Delayed luggage when traveling “home“ is almost never compensated. I have however been compensated a little amount once by Turkish airlines.I travel with sport equipment that I need for daily training and a lot of them nothing you can buy in a store or personalized. I had to check some of it in one time traveling from Istanbul to Sweden and it was delayed by 4 days. I replaced whatever I could and did ask for reimbursement, I got around 1000sek (some mystery amount I have no idea how they came up with) out of 4000sek I spent. I need my equipment for the training and I had to buy them anyway and it didn’t matter how much they’d end up costing me, so I just bought whatever I could and waited for the rest to arrive. Baggage delay when arriving home wouldn’t be a big problem for many but for me it is, because I need to travel with equipments that I don’t have multiple of and not all of it can be taken onboard always for variety of reasons.General understanding is however that it is almost never compensated by the airlines nor the insurance companies, which to me is pretty reasonable considering probably the vest majority of people do have an access to the things they need when arriving home, even if it does not apply to me at all.I travel very frequently and I do what I can to prevent the stress by trying to have multiples of everything important to me or something that I need daily but it can get difficult sometimes, especially the equiptment I need for my sport.I think I had my luggages delayed about 10 times the last year alone, twice coming home and rest at destinations, I was however very prepared and could go about my days without significant discomfort or causing problems for my training.I sympathize by the way with your situation regarding the SAS mess up, it sounds to me (and seems like to everybody else here) like a usual, everyday occurrence unfortunately unbeknownst to you. I think kind of the harsh tones here comes from everybody here being familiar with all kinds of SAS customer service mess ups, while you are/were not. I do think that the customer service should know what they are talking about and the company should honor whatever its employee promising the customers. It is very unfortunate that SAS customer service is infamous for giving wrong information or even promising to do something they aren’t supposed to do (in this case, changing your return ticket). Very unfortunate indeed to be given the wrong information about being able to change it when you aren‘t suppose to be able to do it. Just very unfortunate combination with your lack of knowledge about your own ticket and the agent’s lack of knowledge about the ticket rules.Wish you an ironclad knowledge from now on about your rights and ticket rules with the tickets you buy and from this forum when uncertain (different experiences we all have had cover a lot of uncertainties a non frequent flyer might have) so you can correct the agent yourself with the correct information.We say “HUACA” = Hang up and call again, when things that’s supposed to work does not, as some agent just are incapable of doing something you ask them to do or firmly believe (wrongly) in not being allowed to do what you are asking them to do…Always the best to know what‘s in the contract, what exactly you are entitled to do, and correct customer service or HUACA if needed… Good luckKlicka för att utvidga...
I understand this is not SAS-specific. But IMO it doesn't make it "less worse" just because it is a standard practice in aviation. It's unfortunate that we can't do much about it...