Scandinavian Airlines has been ordered to pay a one million kroner fine for misleading communication with passengers during the first COVID-19 lockdown. The Copenhagen City Court delivered the verdict on Monday following a case brought by Denmark's Consumer Ombudsman.
The legal action centered on identical emails sent to 18,201 customers in spring 2020. These messages informed passengers about options for upcoming flights. Many recipients understood the communication as indicating their flights had been canceled.
Approximately 901 customers requested refunds after receiving the emails. They received only partial refunds covering taxes and fees rather than full ticket prices. The airline maintained the flights were still operating, meaning customers were technically canceling their own bookings.
Three male passengers testified during the proceedings. They explained they interpreted the emails as flight cancellations and expected full refunds. One traveler scheduled to fly to Bologna with his wife and friends stated he never realized SAS hadn't actually canceled the journey yet.
Scandinavian Airlines defended its position throughout the case. The company denied any wrongdoing and argued it provided customers with better terms than required. Passengers could rebook without fees or receive travel vouchers for future use.
Some affected customers have since received full ticket refunds. The Consumer Ombudsman had initially sought a 1.5 million kroner penalty against the airline.
The fine comes during a challenging period for Scandinavian Airlines. The carrier reported substantial losses exceeding 6.7 billion kroner in 2020. It underwent US bankruptcy protection proceedings and was delisted from stock exchanges.
Current ownership includes Air France-KLM, the Danish government, Castlelake, and Lind Invest. This case highlights the tension between corporate survival strategies during crisis periods and consumer protection obligations.
Consumer rights in Denmark typically provide strong protections against misleading business practices. The court's decision reinforces that companies must maintain clear communication even during extraordinary circumstances. The ruling may influence how travel companies across Scandinavia handle future crisis communications with customers.
Travel industry experts note this case could set important precedents for customer communication standards during emergencies. Airlines and other travel providers will likely review their crisis communication protocols following this judgment.