SAS is largely finished with the many refunds that customers have been waiting for since the pandemic, the company tells Di. <\/p>\n\n\n\n
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.\u00a0<\/p>\n\n\n\n
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.\u00a0<\/p>\n\n\n\n
\u201d"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. <\/p>\n\n\n\n
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. <\/p>\n\n\n\n
\u201d"There may be individual cases where there have been delays for various reasons, technical or other," says Freja Annamatz.<\/p>\n\n\n\n
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. <\/p>\n\n\n\n
\u201d"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."\u201d<\/p>\n\n\n\n
What should you do as a consumer if you still haven't received the money you believe you are entitled to?\u00a0
\u201d"If you as a customer continue to miss your refund, we urge you to contact us as soon as possible," says Freja Annamatz.<\/p>\n\n\n\n
According to Maja Lindstr\u00f6m, 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. <\/p>\n\n\n\n
\u201d"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.<\/p>\n\n\n\n
In cases where consumers are still waiting for a refund, Maja Lindstr\u00f6m shares SAS's view. The complaints that come in today are often the result of special circumstances. <\/p>\n\n\n\n
\u201d"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."\u201d<\/p>\n\n\n\n
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.<\/p>\n\n\n\n