SAS travel hassles

Our London trip reservation didn’t go through SAS system. Their website showed me the confirmation page, but I didn’t receive any confirmation mail. After waiting a couple of days, I logged in their site and found no reservation. Their pretty non-polite customer service — they are hiring Estonians to do Finnish customer service, and the Estonian service attitude is really low in general — didn’t find the reservation either. Fortunately, there were still seats available with points, and I could rebook the trip.

This time it went through, and I got the emails and everything. The incident, however, decreased my already quite low confidence on SAS website. It has been down several times, the reservation system breaks down while you trying to check the prices of flights, and the single sign-on system they are using is slow and in general really badly implemeted.

If someone from SAS is reading this, forward this message inside your organisation: a) Fix your website, it is in shameful condition, and b) train your Estonian staff to understand when to make an apology or at least sound sorry for the hassles you have out your customers through. And maybe also c) I’ve tried to use your feedback channels earlier with pretty bad results, so you could fix this, too.