How long does SAS have to respond to complaints?

Officially? They're supposed to acknowledge your complaint within 30 days and provide a final response within 60. But in reality, I've seen threads on FlyerTalk where people are waiting months just to get a real person to look at their case number.

Can I file a complaint against SAS online?

Yep. Their website has a feedback form, but you might have to click through a few pages under 'Contact Us' to find it. It feels like they hide it on purpose.

What documents do I need for a SAS complaint?

Get everything. Your booking reference, e-ticket number, the flimsy paper baggage tag receipts, photos of any damaged items, and every single receipt for things you had to buy because of their mistake, even if it's just a $30 toothbrush from an airport shop.

Is there a fee to file a complaint against SAS?

No, it costs nothing to complain to SAS or to a regulator like the DOT. The only thing it costs you is your time and possibly your sanity.

Can complaints affect my SAS service?

Worried they'll put you on some kind of travel blacklist? They won't. It's illegal for them to retaliate against you for filing a legitimate complaint, so don't worry about that.

What happens after I file a complaint with SAS?

You'll get an automated email with a case number almost instantly. Then, you wait. And wait. You'll probably have to follow up yourself before a human being actually reads your complaint, and even then, their first offer is usually a lowball travel voucher you don't want.

Can I escalate my SAS complaint to a regulator?

Yes, and you absolutely should. If your flight involved the U.S., file a complaint with the Department of Transportation (DOT) online. It's the one thing that seems to get a fire lit under them, because airlines can be fined for not responding to the DOT.

What's the deal with SAS and refunds?

They are notoriously slow. I saw one person on Reddit who waited six months for a refund on a flight SAS themselves cancelled, and they only got the money back after filing a DOT complaint and a credit card chargeback at the same time.

Complain About SAS - File a Complaint Today

It's not just you. SAS has a shocking 1.3-star rating on Trustpilot from over 11,000 reviews, with a staggering 91% of them being just one star. It's a mess. The Better Business Bureau isn't much better, showing 31 complaints filed against them in the last three years. Common frustrations flagged constantly on these sites include nightmarish refund processes and lost baggage claims that go into a black hole. If you're fed up with their customer service, you've come to the right place. Official site: Visit SAS

Last Edited on 08 Dec, 2025

Olivia Harper, Senior Content Manager

9 min read

Best ways to complain to SAS

Contact Method	Details & Availability	Why use this instead...
Phone	+1 (800) 221-2350 (Available 24/7)	Best for urgent issues like a missed connection or immediate flight changes. Prepare for a long wait.
Online Form	SAS Feedback Form	Use this for non-urgent complaints like baggage claims or refund requests. It creates a paper trail.
Social Media	Tag @SAS on X (formerly Twitter)	Good for getting a public, and often faster, initial response when other channels fail. They don't like bad press.
Chatbot	'Turi' on the SAS website	Mostly for simple questions. It's not great for complex complaints but can sometimes direct you to the right form.

⏱️ Estimated Response Times from SAS After Complaining

Honestly, getting a quick reply feels like winning the lottery. Here are the official estimates, but take them with a grain of salt.

Method	Expected Wait Time
Phone	Immediate to 1 hour+ (hold time)
Online Form	7-30 business days
Social Media	1-48 hours

🔍 Tips to Get a Quicker Response from a Complaint

Call during their off-peak hours, like mid-morning on a Tuesday or Wednesday.
Have your booking reference, ticket number, and EuroBonus number ready before you call or type.
Keep your complaint concise. State the problem, the flight it happened on, and what you want as a resolution.
Always ask for a case or reference number for your complaint.

How to Escalate Your Complaint

If SAS is ignoring you or gives you an answer you don't like, it's time to escalate. First, try asking for a supervisor on the phone. If that goes nowhere, take it outside the company.

For flights involving the United States, your best weapon is the U.S. Department of Transportation (DOT). You can file a complaint directly on their website. Airlines are required to respond to DOT complaints, so this often gets their attention when nothing else does. It's a formal process, but it works.

You can also file with the Better Business Bureau (BBB). The BBB works, but prepare to wait. SAS usually responds, but it can take a few weeks to get the ball rolling. For flights within or from Europe, look into your rights under EC 261, which provides specific compensation for delays, cancellations, and denied boarding. Mentioning this regulation shows you mean business.

Email Template to Complain to SAS

Subject: Urgent: Unresolved Issue with Booking [[Booking Reference #]]

To Whom It May Concern,

I am writing again to resolve an issue with my booking, [[Booking Reference #]], regarding [[briefly state the issue, e.g., a lost bag on flight SK903]]. My original complaint was filed on [[Date]], and despite my follow-up, the problem remains unsolved.

On [[Date of incident]], my baggage was lost, and I have yet to receive any clear update or compensation. This has been incredibly inconvenient and has forced me to purchase essential items out of pocket. Frankly, the lack of communication and resolution from your team has been very frustrating.

To resolve this, I require that you locate my bag immediately or process my claim for compensation for [[$Amount]] as per your baggage liability policy. I have attached copies of my baggage claim receipt and receipts for my expenses.

If I do not receive a satisfactory response and a clear action plan within 7 business days, my next step will be to file a formal complaint with the U.S. Department of Transportation.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your EuroBonus Number, if applicable]]

Additional Helpful Tips to get Your Complaint Resolved

Mention 'EC 261' by name. If your flight was to, from, or within Europe, this regulation is your best friend. Citing it in your complaint shows you know your rights regarding compensation for delays or cancellations.
Use social media effectively. Don't just complain. Post a clear, concise message on X (Twitter), tag @SAS, and include your case number. A user on FlyerTalk noted this was the only way they got a response after weeks of emails being ignored.
Keep everything. Screenshot confirmation pages, save all emails, and take pictures of your baggage receipts. Create a digital folder to keep it all organized. You'll need it.

Let Pine AI Help Raise the Complaint to SAS

Tired of being on hold with SAS, listening to that awful looping music? Or sending emails into a void and getting nothing but an automated reply? It's exhausting. One person on Trustpilot said, 'Their customer service is a masterclass in how to frustrate people.' Sound familiar?

Pine AI can take over this whole frustrating process. We handle the formal complaint writing, the persistent follow-ups, and the escalation if they ignore you. No more wasting hours of your life trying to get a response. Seriously, let a bot do the boring, annoying work so you can move on.