SAS Check-in needs help communicating with customers

A few days ago I flew with Scandinavian Airlines System (SAS) from Ukraine Boryspil to Copenhagen (Flight SK1739 29.aug 2010) and from that experience I must say I’m surprised by the liberties SAS takes when talking with its customers.

SAS Check-in needs help communicating with customers

First we checked in at the SAS counter and then we went to security. The queue was long and when we finally reached the security counter they told my wife she couldn’t take her manicure set on board because of the nail siccor. After some lengthy discussions with security who kept asserting our only option was to hand over the manicure set or not fly we were finally allowed to go back (or should I say run) to the SAS check-in with the hand luggage. Now time was slipping, not only do we have to stand in line again for security but there is also a very slow line after that for passport check.

Almost out of breath we arrive back a the SAS check-in counter. While we check in the hand luggage my wife explains to the SAS personnel that we weren’t allowed to bring the manicure set which is allowed in other airports.

We are somewhat surprised by the reply from the SAS personnel “You are lying”.

Okay so my wife reiterates that security in other airports allowed the manicure set. No we weren’t mistaking the first reply because the SAS personnel repeats “You are lying”!

I’m not really sure why my wife tries to explain again that this is the truth after being insulted twice but the third reply from the SAS personnel really tops it all “We know your kind from abroad – here you are worth nothing”.

Having observed the demeaning tone and body language of the SAS personnel really got me worked up. I step in front of the SAS personnel raise my voice to a level that probably draw attention from everybody in the check in hall “You customer is in distress and instead of helping her you are disrespectful to her?”. She waves me away with her hand..

I was baffled to say the least..

SAS is a customer service disaster!

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