SAS is largely finished with the many refunds that customers have been waiting for since the pandemic, the company tells Di.
Instead, it is now the airline of the travel company TUI that the Swedish Consumer Agency receives the most complaints about. The Swedish Consumer Agency has opened a regulatory case on the matter.
During the beginning of the pandemic, SAS was forced to cancel the majority of its scheduled flights. The volume of cancellations resulted in a large proportion of customers having to wait longer than the stated seven days for their refund. Airlines are required by the EU to offer a full refund within seven days if the company cancels a flight.
”"Normally, the seven-day rule and the right to a full refund apply, which we unfortunately could not live up to during this period," says Freja Annamatz, press manager at SAS.
Over two million customers were affected by the canceled flights, according to the press officer, which resulted in delay problems that should now be resolved.
”"There may be individual cases where there have been delays for various reasons, technical or other," says Freja Annamatz.
Since the beginning of the year, SAS has returned to the same refund routine as before the pandemic and customers can expect a full refund within seven days for canceled flights.
”"We have had continuous contact with the Swedish Consumer Agency and other Scandinavian authorities regarding these payments, where we have reported on how things are progressing. We are now in a normal situation."”
What should you do as a consumer if you still haven't received the money you believe you are entitled to?
”"If you as a customer continue to miss your refund, we urge you to contact us as soon as possible," says Freja Annamatz.
According to Maja Lindström, a lawyer at the Swedish Consumer Agency, SAS's situation is consistent with their own. SAS is currently receiving virtually no reports to the Swedish Consumer Agency.
”"There have been a few reports against SAS, but it may be that the consumer mistakenly believes they are entitled to a refund within seven days," she says.
In cases where consumers are still waiting for a refund, Maja Lindström shares SAS's view. The complaints that come in today are often the result of special circumstances.
”"There are probably a few people who have had to wait where they have a complicated booking with several airlines or where they have booked through a travel agency and the money has gotten stuck somewhere along the way."”
SAS has not been alone in this problem and the Swedish Consumer Agency has led a major EU effort against the 16 largest airlines in Europe. Many airlines have been slow with refunds and have also provided incorrect information to customers about their rights.
Right now is the travel company TUI's The airline that the Swedish Consumer Agency receives the most complaints about. Customers mainly state that it is not possible to get in touch with the company and the Swedish Consumer Agency has opened a regulatory case on the matter.
Source: DI.SE
