Scandinavian Airlines should pay a 1.5 million kroner fine for misleading customers during COVID-19 cancellations. Denmark's Consumer Ombudsman made this demand in Copenhagen City Court on Monday.
Prosecutor Sofie Kyllesbech Andersen argued SAS sent deceptive emails to passengers during spring 2020's first coronavirus lockdown. The airline communicated with 18,201 customers about upcoming flight disruptions.
Emails offered passengers vouchers for their travel amount or free rebooking without fees. A link directed customers to read more about their rights, including refund options for cancelled flights.
Three testifying customers said they understood their departures were cancelled after reading the messages. They requested refunds but received only partial amounts covering taxes and fees.
SAS maintained these flights weren't officially cancelled. The airline considered passengers who sought refunds as voluntarily cancelling their trips. This interpretation limited refunds to taxes and charges only.
The Consumer Ombudsman estimates SAS gained approximately 1.8 million kroner from this practice. A total of 901 consumers cancelled flights after receiving the email, though some later received full refunds.
SAS has denied wrongdoing throughout the case. The airline's legal chief in Denmark, Uffe Mygind Krempel, testified that SAS actually gave customers better terms than required by allowing free rebooking.
This case highlights how airlines navigated unprecedented travel disruptions during the pandemic's early days. Consumer protection agencies across Europe have closely monitored how carriers handled mass cancellations and customer communications.
Scandinavian Airlines continues to face financial challenges while rebuilding its operations post-pandemic. The court's decision could influence how airlines communicate during future travel disruptions.