Following the criticism of SAS’s incorrect rebookings, the airline responds to the criticism.
– There is no truth in this happening to sell more expensive tickets, says Karin Nyman, communications director at SAS.
Aftonbladet has reported on several customers who have had rebookings shortly before their planned trips.
None of them have received any explanation as to why the trip was booked when it is still available. Some have been booked again after they have stayed on. Others have bought the same ticket they originally booked at a more expensive price.
SAS is now responding to the criticism and says that they have identified an error in the system with rebookings in particular.
– We have identified an error with rebookings of customers, says Karin Nyman, communications director at SAS.
One explanation given is that SAS has just canceled over 4,000 flights.
– With so many cancellations, there is a great risk that in many cases it will be wrong.
What causes the problems?
– Exactly what happened in these cases I can not answer, you have to look at each individual case to find out the problem.
– It is a chaotic time in the aviation industry right now. It is extremely complex to conduct aviation operations right now. Many flights are canceled for us as well as for other European airlines.
About the cases that Aftonbladet describes, she answers:
– It is difficult to answer in general. What we can say to customers is that if something has gone wrong, we try to find solutions if they contact our customer service.
Those who have contacted customer service have been able to show that the flight is still going, how do you think about that?
– That really should not be the case then it has gone wrong. One possibility is that what has happened is that you have been booked by customers, the system has been booked by the wrong person.
– We strive to get the experience as good as possible. That it would be done with systematics to sell more expensive tickets, I can strongly deny. That is not the case.
What do you want to say to those affected?
– We regret that we did not live up to the expectations customers have of us. That there would be rebookings with systematics to sell more expensive tickets, I can strongly deny, says Karin Nyman.