I was recently invited to go to the Stochastic Processes conference in Buenos Aires. Unfortunately, I wasn't able to go because of a delayed flight and the refusal of Scandinavian Airlines (SAS) to assume any responsibility in helping me. The actual description of the events is here, but here is a short summary:
On 25 July 2014, I went to Stockholm airport to catch a Lufthansa flight to Frankfurt, followed by a flight to Buenos Aires. The flight to Frankfurt was delayed and so I would miss the flight to Buenos Aires. SAS represents Lufthansa (both members of Star Alliance) at the Stockholm airport. When I asked for help to find a next flight they replied:
They still insisted they had no responsibility whatsoever.
I have, through our university travel agent, filed a complaint and ask for compensation. Let's see what happens. Responsibility seems a word which is despised by SAS.
On 25 July 2014, I went to Stockholm airport to catch a Lufthansa flight to Frankfurt, followed by a flight to Buenos Aires. The flight to Frankfurt was delayed and so I would miss the flight to Buenos Aires. SAS represents Lufthansa (both members of Star Alliance) at the Stockholm airport. When I asked for help to find a next flight they replied:
We can't help you, we have no responsibility, get on the plane and go to Frankfurt to find out what will happen to you.When I replied that it is irrational to go to Frankfurt and, possibly, get stranded, they repeated the same. When I asked them to find out when the next flight would be before I went to Lufthansa they repeated that they have no responsibility. When I insisted that they should, being a partner of Lufthansa and member of Star Alliance, take on the responsibility of finding out when the next flight is (so I don't have to wait in Frankfurt), they looked at my passport and said:
Who speaks of responsibility, a Greek?I then contacted Lufthansa myself on my mobile phone and told me there would be no available seat for me for the next 5 days and there would be no point in me going to Frankfurt. They also said that SAS is clearly responsible for helping me in this situation. I had my mobile phone on speaker-phone mode so that the SAS people could hear Lufthansa's response.
They still insisted they had no responsibility whatsoever.
I have, through our university travel agent, filed a complaint and ask for compensation. Let's see what happens. Responsibility seems a word which is despised by SAS.
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