Scandinavian Airlines has received a substantial fine for its communication practices during the early pandemic period. The Copenhagen City Court ruled that SAS must pay one million Danish kroner for misleading customers about flight cancellations during the first coronavirus lockdown.
The case centered on standardized emails sent to 18,201 customers in spring 2020. These communications informed passengers about various options for upcoming flights. Many customers interpreted the messages as indicating their flights had been cancelled and requested refunds.
When customers received their refunds, they discovered they only received a fraction of their ticket price. SAS maintained the flights had not actually been cancelled, meaning passengers were technically cancelling their own travel. This classification meant customers were only eligible for tax and fee refunds rather than full ticket reimbursement.
Approximately 901 consumers cancelled their flights after receiving the email communication. Some held more expensive ticket types that would have qualified for full refunds under different circumstances. The airline defended its position throughout the legal proceedings, denying any wrongdoing.
SAS argued it actually provided customers with better terms than required. Passengers could rebook their flights without fees or receive travel vouchers for future use. The company maintained its communication was clear and offered flexible solutions during unprecedented travel disruptions.
Three SAS customers testified during the case, each explaining they understood the email as confirmation their flight was cancelled. One passenger scheduled to travel to Bologna with his wife and friends stated he never realized SAS hadn't actually cancelled the flight yet. He felt the airline led him to cancel the reservation himself.
During legal proceedings, it emerged that some affected customers have since received full ticket refunds. The case was brought by Denmark's Consumer Ombudsman, who had sought a higher penalty of 1.5 million kroner. The ombudsman initially reported SAS for misleading commercial practices.
The fine comes during a challenging period for Scandinavian Airlines. The carrier reported substantial losses during the pandemic year and underwent bankruptcy protection proceedings in the United States. SAS has since been delisted from stock exchanges and is now owned by a consortium including Air France-KLM, the Danish government, Castlelake, and Lind Invest.
This case highlights the tension between corporate communication and consumer protection during crisis situations. Airlines worldwide faced similar challenges as travel restrictions changed rapidly during the pandemic. The ruling establishes important precedent for how companies must communicate with customers during extraordinary circumstances.
Consumer protection authorities across the Nordic region have intensified scrutiny of corporate practices following numerous pandemic-related complaints. This case demonstrates their willingness to pursue legal action when companies fail to meet communication standards. The outcome may influence how businesses approach customer communications during future crises.
For international travelers, the case underscores the importance of understanding airline cancellation policies. During disruptions, passengers should verify whether flights are officially cancelled before requesting refunds. The distinction between airline-initiated cancellations and passenger-initiated changes often determines refund eligibility.