Ann's Yorkie Babies

Complaint: ***
I am rejecting this response because: the number I was given goes straight to voicemail and
no one ever answersI have had a lady named Ellen T*** from the airlines contact me through emailI sent her a photo of the glasses and still have not received a response from the airlines after that last email.
Regards,
*** ***

I have been advised by our Airport Staff that it was indeed an error on SAS side I have contacted the customer and have advised her of this We will be reimbursing her as soon as she provides us the necessary information for us to process the reimbursement

Complaint: ***
I am rejecting this response because: If they had read my complaint carefully, they would have known that I did not get Plus on EITHER flight On top of that, my flight from LAX was evidently overbooked, and since they got me to my destination many hours late, and it was an International flight, they own me much more than $per ticket (which is actually less then I paid extra for Plus and they did not refund the tax) AND it is now over a year since I bought the tickets - SAS takes months to respond to complaints!
Regards,
*** ***

I had contacted the airport and was advised that the customers glasses were not found on the aircraftOn January 10th, I sent an email to the customer to advise that they were not foundThe phone number provided will be answered by a machine if the staff is not in the officeIf the customer leaves a message, the call will be returnedKind regards, Ellen

Customer has already written to the DOTwe have responded to both the DOT and customerCustomer has been advised many time of our policyWhen there is an irregularity, SAS will contact the travel agency who made the booking, which we did in this caseHowever the customer was not happy that he
was not contacted directlyThe flight was cancelled due to the terrorist attacks in BrusselsPlease let me know if you need any further informationCase has been closed on our side

Complaint: ***
I am rejecting this response because: I am not sure if this is a violation of my privacy exchange data between me and SAS in regards to EUCompensation but SAS did not have my permission to disclose this information and this communication will be available publicly on Revdex.com website!By Law in EU, SAS is obligated to obey EUCompensation if there is flight delay or cancelation and also, by law, to cover expenses as food and shelter and this complain is not referring to that and please do not try to divert the attentionSo, $was for food in hours and SAS is obligated to pay me that and I have the receipts that I have forwarded already.Now, coming back to real issue, the hours of delay was the most horrified and horrible flying experience I have ever had.We were stuck inside the airplane for hours due to some Engine Faulty Indicator that the Captain kept announcing every minutes that it was fixed and NOT fixed (most stressful and horrified experience)SAS couldn’t no even handle passenger when the flight was cancelled, nobody was there to guide and tell us what to do next, and we were stuck in Transfer Area for another hours hungry, frustrated, exhausted and tiredMy wife and kids (and years) were cryingMy kids were crying due to being stuck in a room 20*meters with people and we could not even go and get something to eat because we were afraid to lose our turn and not known if SAS announces something.I don’t want to go through every details of hours of horrified flight cancelation, in fact just thinking about makes me feel bad, but my point is that SAS miserably failed to handle a single flight cancelation.By law I am not obligated to have insurance when I am traveling so please stop using that as an argument.I am not here to ask for some sort of sympathyI am here to ask for my right and the flight cancelation caused me to lose income and SAS is obligated to pay that.By law, every airplane and specially Airlines airplanes need to be pre-checked according to the procedures for before boarding passengersSAS simply can’t onboard passengers and then fining out that the airplane has technical issues This is utterly unacceptable that a Captain stressing out the passengers every minutes and tells them that it is fixed/not fixed and there is a “Wrong Faulty Indicator”.If SAS does not agree upon my request, I am willing to take this case further to U.SDEPARTMENT OF TRANSPORTATION and file a case against SAS.SAS also owe me 4*$for the seats that I reserved on our way back but never got my seats due to the cancelation.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Company has not followed their policy and it was not cancelled due to the terror attacks, the flight was scheduled for more than one week in the future SAS keeps ignoring me and is unwilling to answer substantively to the US DOT, Revdex.com or myself
Regards,
*** ***

Complaint: ***
I am rejecting this response because: If they had read my complaint carefully, they would have known that I did not get Plus on EITHER flight On top of that, my flight from LAX was evidently overbooked, and since they got me to my destination many hours late, and it was an International flight, they own me much more than $per ticket (which is actually less then I paid extra for Plus and they did not refund the tax) AND it is now over a year since I bought the tickets - SAS takes months to respond to complaints!
Regards,
*** ***

I have been advised by our Airport Staff that it was indeed an error on SAS side I have contacted the customer and have advised her of this We will be reimbursing her as soon as she provides us the necessary information for us to process the reimbursement

:Thank you for your email regarding an irregularity experienced while enroute with SAS, on May 18 from *** to Stockholm Please accept our apologies for our delayed response to you.Unfortunately, there are those inevitable occasions when a flight cannot be operated due to
a mechanical malfunction on the scheduled aircraft. Since safety is always our first priority, the decision was made to cancel the flight and proceed to make alternative travel arrangements for the affected passengers.It is our aim to minimize the strain and consequences imposed on our passengers when a cancellation occurs. Please accept our sincere apologies for the lapse in service on this occasion. We wish however to assure you that our management team at all our Airports are currently reviewing procedures to ensure improvement in the processing of passengers of a cancelled flight in the future.We can advise you that the compensation does not apply if the cancellation is caused by an extraordinary circumstance. Specifically, that the cancellation could not have been avoided, although all reasonable measures had been taken.We have requested a check for the added expenses you incurred in the amount of $246.70USD. Kindly allow 10-business days to receive it. Again, may we offer our sincere apologies for the lapse in service you recently experienced. We thank you for taking the time to write.S

We have received your letter today regarding this customers complaint. We have responded to him again to advise that there is not further compensation due to him. As he did not travel in Plus class on his flight to Copenhagen we have issued a check to him for the fare difference plus the
baggage charge. The reimbursement was for 800.00USD.They did travel in Plus class on the return flight and therefore is not entitled to any compensation on that flight. If you should have any questions, please do not hesitate to contact me

Complaint: ***
I am rejecting this response because: I am not sure if this is a violation of my privacy exchange data between me and SAS in regards to EUCompensation but SAS did not have my permission to disclose this information and this communication will be available publicly on Revdex.com website!By Law in EU, SAS is obligated to obey EUCompensation if there is flight delay or cancelation and also, by law, to cover expenses as food and shelter and this complain is not referring to that and please do not try to divert the attentionSo, $was for food in hours and SAS is obligated to pay me that and I have the receipts that I have forwarded already.Now, coming back to real issue, the hours of delay was the most horrified and horrible flying experience I have ever had.We were stuck inside the airplane for hours due to some Engine Faulty Indicator that the Captain kept announcing every minutes that it was fixed and NOT fixed (most stressful and horrified experience)SAS couldn’t no even handle passenger when the flight was cancelled, nobody was there to guide and tell us what to do next, and we were stuck in Transfer Area for another hours hungry, frustrated, exhausted and tiredMy wife and kids (and years) were cryingMy kids were crying due to being stuck in a room 20*meters with people and we could not even go and get something to eat because we were afraid to lose our turn and not known if SAS announces something.I don’t want to go through every details of hours of horrified flight cancelation, in fact just thinking about makes me feel bad, but my point is that SAS miserably failed to handle a single flight cancelation.By law I am not obligated to have insurance when I am traveling so please stop using that as an argument.I am not here to ask for some sort of sympathyI am here to ask for my right and the flight cancelation caused me to lose income and SAS is obligated to pay that.By law, every airplane and specially Airlines airplanes need to be pre-checked according to the procedures for before boarding passengersSAS simply can’t onboard passengers and then fining out that the airplane has technical issues This is utterly unacceptable that a Captain stressing out the passengers every minutes and tells them that it is fixed/not fixed and there is a “Wrong Faulty Indicator”.If SAS does not agree upon my request, I am willing to take this case further to U.SDEPARTMENT OF TRANSPORTATION and file a case against SAS.SAS also owe me 4*$for the seats that I reserved on our way back but never got my seats due to the cancelation.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's
response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me - or at least will be once I get the reimbursement check in hand, which I understand will be within weeks
I think it's important to note however, that although the bags were returned to me, the Chicago (ORD) station did absolutely nothing to try to communicate with me or my wife We had listed a contact phone number and a "temporary residence the bags could be sent to (no ability to list how long we would be at that temporary residence) The bags had been lost on Monday On Thursday, we still had not gotten our bags yet, and no-one from SAS had contacted us, nor had anyone from ORD SAS answered our calls, or returned our calls We had made many attempts to contact the ORD station, and could not reach anyone We had left several voice messages We never got return calls The only other phone number we were able to get for SAS, I talked to someone there, and the assistant that answered said she was unable to help us, that we had to deal with the ORD station directly, and she recommended that we drive the miles each way to the ORD airport, to do so if they won't answer or return calls She claimed that she had no way of directly contacting the ORD station, to have them contact us - which I have a hard time believing to be true Thursday, we were preparing to leave the "temporary" residence for another destination on our trip We were planning to go out of our way to go to the ORD station to see what we could find out in person since they would not answer or return our calls, so we had no idea what was going on with our bags As we were preparing to leave the "temporary" location, the bags simply showed up at the door via FedEx delivery - with still NO communication whatsoever Had the bags arrived an hour or so later, I'm not sure what would have happened to them Rush bag tags showed that they had in fact arrived at ORD on Tuesday Yet no-one from ORD bothered to let us know ANYTHING That is terrible customer service on the part of the ORD station - and SAS.I would like to add that SAS agent *** *** was helpful in approving my reimbursement I am very grateful that *** *** helped us I feel it is important in this matter to also note that his contacting me was as a result of my complaint to the Revdex.com Otherwise, I don't know if I ever would have been able to reach anyone that could/would have helped me.thank you Revdex.com and *** ***
Regards,
*** ***

We have contacted the customer to provide a contact number for our Lost and Found departmentWe have also contacted the Supervisor on duty to also look for the customers lost glasses

Mr***'s luggage was found and returned to himOur Luggage department has contacted him and advise him he will be reimbursed for the added expenses incurred for the clothing purchased while his bag was delayed

We have been in touch with this customer regarding his complaint. According to our records, he did not arrive at the airport in time to check in his bag and make it to his flight. He claim for SAS to reimburse his new ticket has been denied, as SAS is
not liable to reimburse a customer for added expenses incurred when they fail to arrive at the airport in time for their flight

Complaint: ***
I am rejecting this response because:The ticket information that SAS emailed to me was in response to my complaint to the Revdex.com and was not provided to me before today Had this been emailed to me prior to our flight, at a minimum we could have pre-booked our luggage and saved on that cost What appears to be getting lost here is not that our ticket did not include luggage (we realized this once we arrived at the airport and had to pay a high baggage fee), it is that the boarding pass and correspondence provided to us up until our flight do not indicate the type of fare that was purchased In addition, the class indicated on the boarding pass is also the same name as a fare that includes one piece of luggage (SAS Go) As a result, it appeared that the "class" on the boarding pass was the "fare" for the ticket and there was no other information that we received that would indicate otherwise We have spoken to several other people that travel on this issue and they all agreed that they also would have been confused by this We continue to believe that this practice is confusing, misleading, and lacks transparency Had the correspondence we received before the flight indicated the type of fare that was purchased, this would be a non-issue.While we understand SAS's policy, we are very disappointed in their response to our concerns on the practice indicated indicated as part of our complaint to avoid confusion on the fare type by other travelers and the fact that no resolution can be reached.Regards,
*** ***

We have been in touch with this customer regarding his complaint. According to our records, he did not arrive at the airport in time to check in his bag and make it to his flight. He claim for SAS to reimburse his new ticket has been denied, as SAS is
not liable to reimburse a customer for added expenses incurred when they fail to arrive at the airport in time for their flight

[A default letter is provided here which indicates your acceptance of the business's
response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me - or at least will be once I get the reimbursement check in hand, which I understand will be within weeks
I think it's important to note however, that although the bags were returned to me, the Chicago (ORD) station did absolutely nothing to try to communicate with me or my wife We had listed a contact phone number and a "temporary residence the bags could be sent to (no ability to list how long we would be at that temporary residence) The bags had been lost on Monday On Thursday, we still had not gotten our bags yet, and no-one from SAS had contacted us, nor had anyone from ORD SAS answered our calls, or returned our calls We had made many attempts to contact the ORD station, and could not reach anyone We had left several voice messages We never got return calls The only other phone number we were able to get for SAS, I talked to someone there, and the assistant that answered said she was unable to help us, that we had to deal with the ORD station directly, and she recommended that we drive the miles each way to the ORD airport, to do so if they won't answer or return calls She claimed that she had no way of directly contacting the ORD station, to have them contact us - which I have a hard time believing to be true Thursday, we were preparing to leave the "temporary" residence for another destination on our trip We were planning to go out of our way to go to the ORD station to see what we could find out in person since they would not answer or return our calls, so we had no idea what was going on with our bags As we were preparing to leave the "temporary" location, the bags simply showed up at the door via FedEx delivery - with still NO communication whatsoever Had the bags arrived an hour or so later, I'm not sure what would have happened to them Rush bag tags showed that they had in fact arrived at ORD on Tuesday Yet no-one from ORD bothered to let us know ANYTHING That is terrible customer service on the part of the ORD station - and SAS.I would like to add that SAS agent *** *** was helpful in approving my reimbursement I am very grateful that *** *** helped us I feel it is important in this matter to also note that his contacting me was as a result of my complaint to the Revdex.com Otherwise, I don't know if I ever would have been able to reach anyone that could/would have helped me.thank you Revdex.com and *** ***
Regards,
*** ***

We have contacted the customer to provide a contact number for our Lost and Found departmentWe have also contacted the Supervisor on duty to also look for the customers lost glasses