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Pulling my hair out!!

I've used your template letter/email to start a compensation claim (really good by the way) but SAS (Scandinavian Airlines) allegedly do not have an email address for customer services for me to send it to.  I've sent it to the contact us email and they just sent it back saying they couldnt help but to go online.  I've done that, got a case number then it disappears into thin air.  I think they must want us run round in circles so we give up.  I'm claiming for 4 peoples travel that was delayed over 4 hours, missed the onward connection then the luggage went missing for another 4 days.  I think I have something to moan about.  Anyone else had this issue with SAS or got any tips?  I've also asked for the UK office address, apparently there isnt one although there is a UK phone number which keeps you hanging on forever then when you get connected your told to file it online.... arrggggghhhhhh 


  • eskbanker
    eskbanker Posts: 31,861 Forumite
    First Anniversary Name Dropper Photogenic First Post
    I'd suggest that many (most?) airlines will have a structured online claim process rather than being geared up to receiving emailed correspondence, so believe that the template itself is of limited value.

    Having said that, if their preferred process isn't working as intended then it's understandable that you're frustrated - how long ago is it that you received the case number from the online claim submission?

    If there is no information in the acknowledgement about how to chase for progress, maybe you need to revert to the customer services asking how to do so (when you already have a case number)?

    Have you raised two claims, one for the delayed arrival of the travellers (statutory compensation under EC261/2004) and a separate one for the delayed baggage?

    If the airline hasn't responded adequately within reasonable timescales, further escalation/mediation options are listed at https://www.moneysavingexpert.com/travel/flight-delays/#howtoclaim
  • Westin
    Westin Posts: 5,985 Forumite
    First Anniversary Name Dropper Photogenic First Post
    I would agree with eskbanker.

    Don’t over complicate matters and just follow the laid down procedures for a claim.

    Details on their website.  One link for cancellation compensation and delays and another for expenses.


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