On Sunday 17 May 2024, I purchased 3 return flight tickets with you and paid for 3 additional checked bags each way. The booking reference was PWJXMS and the total cost you charged to my credit card EUR 935.49The following day on Monday 18 May, you sent me an e-mail explaining that you had changed your flight schedule and cancelled the outgoing flight booked. You proposed to replace this with a flight the following day (over 24 hours later than the one I had booked and paid you for) which was impossible for me. Your e-mail told me I could cancel via “my booking” for a full refund. When I tried to cancel via “my booking” I was horrified to see that the sum proposed for refund did not include the 180 EUR I had paid you for the checked bags. I therefore called your customer service. I waited for almost 1/2 hour to speak to a customer service agent who processed my cancellation for me and assured me that I would be refunded to my credit card, in full, for EUR 935.49 but I have not received the promised refund or, indeed, any further news from SAS. I have had to advance extra funds to purchase new tickets with another airline and am still waiting for the promised refund from SAS. Reaching your customer service team is extremely difficult/close to impossible. Please refund me as promised and confirm without any further delay. I remind you that the flight I had purchased from you was cancelled by SAS. Please refund me immediately.
