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The Consumer Ombudsman, KO, prohibits SAS from delaying more than seven days by reimbursing the ticket price for a canceled trip. If the company violates the ban, SAS is threatened with a fine of SEK 1 million per month.
Many travelers have canceled their flights due to the corona pandemic, and according to the EU Air Passenger Regulations, the company has seven days to refund money for canceled trips. However, many have had to wait longer than that and some have not received any money.
Since March 1 of this year, the Consumer Ombudsman has received 263 complaints against SAS.
– Many consumers have contacted us and have been questioning and upset that they do not get their money back from SAS, the authority writes in the press release.
“Extreme volumes”
SAS now promises that all customers will get their money back.
– I understand that there are many who are frustrated, but everyone who sued us for flight cancellations will receive a refund. What we can’t do is do it in seven days, but we do our best to speed up the process, says Freja Annamatz, SAS press manager.
According to her, SAS has already reimbursed more than 1.3 million customers for canceled flights.
– SAS, like other airlines, has been hit hard by the corona pandemic and we have had to cancel a large number of flights. We have extreme volumes of reimbursement cases that we handle.
It cannot refer to the travel agency.
KO has sent two injunctions to SAS. In addition to returning the money, the airline must also inform customers who have purchased their trip at a travel agency that they have the right to demand the return of the money directly to the airline.
– It is a rule that we have followed since it existed, in some cases communication has not been clear. But we will pay everyone who addresses us directly, says Freja Annamatz.
