SAS, Flight | SAS canceled flights and placed the family on a plane the next day: – How unprofessional can it be?
Solvor Mowinckel Småkasin was on a weekend trip to London with his stepdaughter Linneal (16) and daughter Saga (4).
The trip was from Thursday to Sunday, and the plan was to travel home with SAS Sunday, May 29 at 3:30 p.m.
– We woke up on Sunday to a message that the flight had been canceled. We had been given seats on a new plane at 17.25. It was two hours later than planned. I thought “we have to put up with that”
But everything that could go wrong went wrong.
– It started with me being food poisoned in the morning. I eventually recovered, but my four-year-old daughter had a fever. I also had someone steal Linnea’s cell phone. She had neither mobile nor card anymore.
– I do not understand that it works
As the flight approached, the family took a train to Heathrow.
– But then all the passengers are thrown off the train. We stand there in no man’s land, but eventually takes an Uber with another girl.
At the airport, Solvor and the two girls check in their luggage and go to the security checkpoint.
But here the family is informed that their flight is not until tomorrow.
– SAS had moved us 26 hours from the original plane. The flight was not until the next day. It’s a crisis. I do not understand that it works.
The luggage had been checked in and the family was standing there with no belongings.
– We had nothing. In addition, we did not receive any messages from SAS about hotel, compensation or transport. There will be no information.
Flights from the competing companies that were going to Norway were fully booked, according to Småkasin. Therefore, it was impossible to get home.
– In addition, all direct flights from London to Oslo were immediately from SAS’s websites. It was not possible to fly home on Sunday or Monday, as it looked on the pages of the various aircraft operators. In that case, we had to get to Paris by train, something that was out of the question with a sick girl.
Solvor tried to get his luggage back in London, but it also proved difficult to get to.
– It was complete chaos on arrival. I stand in a telephone queue for several hours. I tried to call SAS in Norway and I tried to get help at Heathrow from the staff there. But it was a little help to get. How unprofessional is it possible to become? SAS had no information desk.
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– I’ve never been to something like this
Finally, Småkasin told the staff at Heathrow that she could no longer be there.
– Dthere is no point in calling SAS when you do not arrive. You are not prioritized as a customer. It was a nightmare. I also had a feverish girl of four years, and began to have a bad conscience.
As SAS customers, she describes the whole incident as bizarre.
– I’ve never been to a similar one. We received no information about what had happened.
Småkasin points out that it is her fault that she had not put in the message that SAS had not only moved the time of travel, but also the date.
– It was my fault that we went to the airport on the wrong day, but it simply did not occur to me that they could move us one full day ahead of time. At check-in, no one stopped me and asked why I checked in my luggage for a whole day before departure. The fact that you can move people a day forward in time without providing any information does not make sense. But everyone blames it on complete chaos.
Sleep with strangers
In the luggage queue, the family met a Brazilian lady who opened the home of the Norwegian family.
– We stayed home with her family and ate Brazilian dinner.
There they also got shelter for one night.
– We ended up sleeping on the couch of someone we have never met before. As a mom, you get quite stressed. I had a child with 40 in fever and a teenager without a cell phone. And of course no luggage. We were not notified of hotel information or financial compensation.
The trip home on Monday night was not painless either. The flight was about an hour late.
– The tip of the iceberg is that my luggage at the time is not recoverable. Last scanned into Copenhagen on the evening of 30 May.
After they had arrived at Gardermoen, they were going all the way to Telemark. The family was not home until around 2:00 at night.
After two long days, the family is free on Tuesday morning. Småkasin has lost to working days on the trip.
– Who will pay for it? My daughter also loses for school days.
She wished the airline had given priority to young children and young people, and says that none of the other passengers she spoke to at Heathrow had experienced anything like this.
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– Done is unfortunately long waiting time in periods
Netavisen has asked SAS the following questions:
1. What do you think about moving a family with children to a plane the next day? 26 hours.
2. Why has no information been received about financial compensation?
3. Why does it take so long to get an answer on the phone?
4. What does SAS think about the customer losing to working days and the stepdaughter losing to days of training?
5. Why was the luggage for Småkasin sent to Copenhagen?
General questions about SAS:
6. Do you think that the company as of today manages to deliver what the customer expects?
7. Consumers describe some anxiety about traveling with SAS. What do you think about that?
8. What is the message to Norwegians who will be traveling with SAS in the coming weeks? What can they expect from SAS, and how will they be taken care of if there are cancellations?
SAS’s press manager John Eckhoff does not go into every question presented above, but rather says that it has happened an unforeseen event which meant that SAS had to cancel the flight to Småkasin at short notice.
– When this happens, we notify passengers as soon as possible of the contact information the customer has received. In addition to information about re-booking, a link is provided to what rights you have as a passenger when cancellations occur. I understand well that this was not a good travel experience, and we really regret that, says Ekchoff to Nettavisen.
The press officer states in the company is in a technical period.
– There are very many who call our customer center at the moment and it is unfortunately a long wait in periods. We have been manning the customer center a lot lately, and our customers are patient so we can be shorter.
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