{"id":33253,"date":"2018-07-30T12:00:50","date_gmt":"2018-07-30T10:00:50","guid":{"rendered":"https:\/\/finalcall.demowebprojects.com\/no?p=33253&#038;preview=true&#038;preview_id=33253"},"modified":"2018-07-30T11:57:47","modified_gmt":"2018-07-30T09:57:47","slug":"sas-kunder-raser-over-manglende-kundeservice","status":"publish","type":"post","link":"https:\/\/finalcall.demowebprojects.com\/no\/2018\/07\/30\/sas-kunder-raser-over-manglende-kundeservice\/","title":{"rendered":"SAS-kunder raser over manglende kundeservice"},"content":{"rendered":"<p><strong>SAS-kundene har en mildest talt en utfordrende sommer. Selskapet har avlyst masser av avganger grunnet problemer med underleverand\u00f8rer og deres eget irske datterselskap, SAS Ireland. N\u00e5 raser kundene p\u00e5 de sosiale medier over manglende hjelp fra kundeservice, ekstremt lange ventetider og begrenset \u00e5pningstid.<\/strong><\/p>\n<p>Blant annet mannskabsmangel hos underleverand\u00f8ren CityJet og SAS eget selskap SAS Ireland (SAIL) har for\u00e5rsaket mange kanselleringer denne sommeren. Og det er vist ikke overdrevet \u00e5 si at operasjonene hos CityJet og SAIL ironisk nok &#8220;seiler&#8221; denne sommeren.<\/p>\n<p><em><strong>Les ogs\u00e5: Masser av SAS-kanselleringer resten av sommeren<\/strong><\/em><\/p>\n<p><strong>Lang ventetid hos kundeservice og ingen hjelp p\u00e5 sosiale medier<\/strong><\/p>\n<p>Men ogs\u00e5 hos kundeservice seiler det tydeligvis for tiden. Utallige SAS-kunder som er ber\u00f8rt av de mange kanselleringer raser p\u00e5 flyselskapets Facebook-side over ekstremt lange ventetider og begrensede \u00e5pningstider.<\/p>\n<p>I flere tilfeller har kundene brukt hele dager p\u00e5 \u00e5 f\u00e5 kontakt med kundeservice &#8211; uten hell. Flere har postet screenshots fra deres mobiltelefoner, hvor de har ventet i 4, 5 og 6 timer i telefonen &#8211; uten \u00e5 f\u00e5 kontakt. Noen enda helt opp til 7 timer.<\/p>\n<figure id=\"attachment_29655\" aria-describedby=\"caption-attachment-29655\" style=\"width: 1026px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/finalcall.demowebprojects.com\/da\/sas-kunder-raser-over-manglende-kundeservice\/skaermbillede-2018-07-29-kl-12-52-47-2\/\" rel=\"attachment wp-att-29655\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29655\" src=\"https:\/\/finalcall.demowebprojects.com\/da\/wp-content\/uploads\/sites\/2\/2018\/07\/Sk\u00e6rmbillede-2018-07-29-kl.-12.52.47-1.png\" alt=\"\" width=\"1026\" height=\"676\" \/><\/a><figcaption id=\"caption-attachment-29655\" class=\"wp-caption-text\">Kundene raser over ikke \u00e5 kunne komme i kontakt med SAS. Screenshot fra SAS Facebook<\/figcaption><\/figure>\n<p>Flere andre klager over at de mottar sms-beskjeder om kansellering om kvelden, men ikke kan f\u00e5 kontakt med kundeservice da de stenger kl. 17:00 i weekenden og kl. 19:00 p\u00e5 hverdager. Det til tross for at deres flyavgang var planlagt til \u00e5 g\u00e5 innen kundeservice \u00e5pner kl. 09:00 dagen etter. Det etterlater alts\u00e5 kundene helt uten muligheter for \u00e5 f\u00e5 hjelp fra SAS &#8211; p\u00e5 tross av de store problemene som kanselleringene skaper for deres reise- og ferieplaner.<\/p>\n<figure id=\"attachment_29661\" aria-describedby=\"caption-attachment-29661\" style=\"width: 539px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/finalcall.demowebprojects.com\/da\/sas-kunder-raser-over-manglende-kundeservice\/attachment\/0\/\" rel=\"attachment wp-att-29661\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29661\" src=\"https:\/\/finalcall.demowebprojects.com\/da\/wp-content\/uploads\/sites\/2\/2018\/07\/0.jpg\" alt=\"\" width=\"539\" height=\"200\" \/><\/a><figcaption id=\"caption-attachment-29661\" class=\"wp-caption-text\">Noen har ventet i helt opp med 7 timer p\u00e5 telefonen &#8211; uten \u00e5 f\u00e5 kontakt med kundeservice. Screenshot fra SAS Facebook-side.<\/figcaption><\/figure>\n<p><strong>Kan kun f\u00e5 hjelp p\u00e5 telefonen<\/strong><\/p>\n<p>Av uransakelige \u00e5rsaker g\u00e5r det kun \u00e5 kontakte SAS kundeservice via telefon eller chat. Og i begge tilfeller har det v\u00e6rt ganske umulig for mange kunder \u00e5 f\u00e5 kontakt via disse kanalene. Kundene klager over \u00e5 bli kastet ut av chatten og henvist til \u00e5 starte forfra i k\u00f8en n\u00e5r det blir deres tur &#8211; det samme gjelder via telefonen hvor mange har opplevd at samtalen er blitt avbrutt etter lang ventetid og de derfor skal starte bakerst i k\u00f8en igjen.<\/p>\n<figure id=\"attachment_29656\" aria-describedby=\"caption-attachment-29656\" style=\"width: 1038px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/finalcall.demowebprojects.com\/da\/sas-kunder-raser-over-manglende-kundeservice\/skaermbillede-2018-07-29-kl-13-01-45\/\" rel=\"attachment wp-att-29656\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29656\" src=\"https:\/\/finalcall.demowebprojects.com\/da\/wp-content\/uploads\/sites\/2\/2018\/07\/Sk\u00e6rmbillede-2018-07-29-kl.-13.01.45.png\" alt=\"\" width=\"1038\" height=\"1010\" \/><\/a><figcaption id=\"caption-attachment-29656\" class=\"wp-caption-text\">Mange SAS kunder klager over \u00e5 f\u00e5 deres samtaler avbrutt til kundeservice etter lang ventetid. Screenshot fra SAS Facebook<\/figcaption><\/figure>\n<p>P\u00e5 de sosiale medier er det ingen hjelp \u00e5 f\u00e5. De medarbeidere SAS har ansatt til \u00e5 svare henvendelser som bare beklager kanselleringene og henviser folk til de dagslange telefonk\u00f8er for \u00e5 f\u00e5 hjelp.<\/p>\n<p>Det er ikke mulig \u00e5 sende en e-mail til SAS eller f\u00e5 hjelp via mer tidssvarende kanaler, som f.eks. Messenger, Twitter, Facebook m.v. Det til tross for at SAS selv har introdusert en ny chatbot p\u00e5 Messenger som skulle gj\u00f8re kundenes reiser lettere. I realiteten er den p.t. bare en ny m\u00e5te for SAS \u00e5 sende e-mail eller sms p\u00e5 og kan ikke hjelpe deg n\u00e5r de virkelig har bruk for det.<\/p>\n<p>Hvorfor SAS nesten helt har oppgitt \u00e5 hjelpe kundene via sosiale medier er uvisst, men fra \u00e5 v\u00e6re f\u00f8rende p\u00e5 dette omr\u00e5de under askeskyen 2010, s\u00e5 er det idag ikke mye hjelp \u00e5 hente fra SAS. Ingen oppdateringer om de mange kanselleringer er \u00e5 spore p\u00e5 deres Facebook-side. Eneste meldinger SAS kommer med de seneste dagene er oppslag om en svensk skuespiller, mattips hvis du reiser til Island og st\u00f8tteerkl\u00e6ringer til EuroPride. Alt sammen fint nok, men ikke noe som hjelper de mange strandede kundene, som SAS har etterlatt uten flyavgang til eller fra ferien.<\/p>\n<p>Her hadde det kledd SAS \u00e5 v\u00e6re proaktiv i kommunikasjonen med disse kundene og rent faktisk pr\u00f8ve \u00e5 hjelpe dem n\u00e5r de ber om hjelp &#8211; og ikke minst \u00e5 gj\u00f8re det via flere plattformer enn bare telefonen.<\/p>\n<figure id=\"attachment_29657\" aria-describedby=\"caption-attachment-29657\" style=\"width: 1032px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/finalcall.demowebprojects.com\/da\/sas-kunder-raser-over-manglende-kundeservice\/skaermbillede-2018-07-29-kl-13-12-27\/\" rel=\"attachment wp-att-29657\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-29657\" src=\"https:\/\/finalcall.demowebprojects.com\/da\/wp-content\/uploads\/sites\/2\/2018\/07\/Sk\u00e6rmbillede-2018-07-29-kl.-13.12.27.png\" alt=\"\" width=\"1032\" height=\"1268\" \/><\/a><figcaption id=\"caption-attachment-29657\" class=\"wp-caption-text\">Mange frustrerete kunder skriver til SAS p\u00e5 Facebook. Screenshot fra SAS Facebook<\/figcaption><\/figure>\n<p>Under askeskyen i 2010 ytet SAS faktisk en veldig god kundeservice via Facebook og andre sosiale medier. Det fik de stor ros for. Her hadde de bemannet disse kanalene fra kl. 8 til 22 og kundene fikk svar i l\u00f8pet av en times tid. Og her skal vi ta med i betraktningen at det den gang var snakk om et langt st\u00f8rre antall kunder som var ber\u00f8rt. Men siden er det g\u00e5tt nedover bakke.<\/p>\n<p>N\u00e5 kan man godt undre seg over at SAS ikke \u00f8nsker \u00e5 yte samme service til de mange passasjerer som ufrivillig har f\u00e5tt reiseplanene spolert fordi SAS har problemer med \u00e5 planlegge produksjonen. Problemer, som de tross alt har v\u00e6rt kjent med en stund.<\/p>\n<p>Hvorfor tilbyr SAS ikke kundeservice d\u00f8gnet rundt til de kundene hvis flyavganger er kansellert? Det hadde v\u00e6rt en enkelt sak \u00e5 sende ut et telefonnummer via sms som var reservert til disse uheldige passasjerene.<\/p>\n<p><strong>Ogs\u00e5 problemer sist sommer<\/strong><\/p>\n<p>Det er langt fra f\u00f8rste gang kundene opplever lange ventetider p\u00e5 kundeservice hos SAS. Ogs\u00e5 <a href=\"https:\/\/www.nettavisen.no\/nyheter\/innenriks\/sas-kunder-ma-vente-flere-timer-i-telefonk---personell-kalles-tilbake-fra-ferie\/3423351533.html\" target=\"_blank\" rel=\"noopener\">sist sommer raset kundene over at de ikke kunne f\u00e5 hjelp via telefonen<\/a>.<\/p>\n<p>Den gang beklaget SAS og hadde kaldt inn flere medarbeidere p\u00e5 jobb. Men de d\u00e5rlige erfaringene fra sist \u00e5r har SAS \u00e5penbart ikke l\u00e6rt allverden av. I \u00e5r er problemene om enn enda st\u00f8rre. Spesielt n\u00e5r SAS har kansellert hundrevis av avganger helt tilbake fra april m\u00e5ned og i l\u00f8pet av sommeren, s\u00e5 minsker det ikke antallet av kunder som har bruk for akutt hjelp fra kundeservice. Noe som ser ut til \u00e5 v\u00e6re s\u00e6rdeles vanskelig \u00e5 f\u00e5 for tiden.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>SAS-kundene har en mildest talt en utfordrende sommer. Selskapet har avlyst masser av avganger grunnet problemer med underleverand\u00f8rer og deres eget irske datterselskap, SAS Ireland. N\u00e5 raser kundene p\u00e5 de sosiale medier over manglende hjelp fra kundeservice, ekstremt lange ventetider og begrenset \u00e5pningstid. Blant annet mannskabsmangel hos underleverand\u00f8ren CityJet og SAS eget selskap SAS Ireland &hellip;<\/p>\n","protected":false},"author":1,"featured_media":33252,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,843],"tags":[236,1874,1915,1035,592],"class_list":["post-33253","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-featured","category-kommentar","tag-eurobonus","tag-forsinkelser","tag-kanselleringer","tag-kundeservice","tag-sas"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SAS-kunder raser over manglende kundeservice - FinalCall.travel Norge<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/finalcall.demowebprojects.com\/no\/2018\/07\/30\/sas-kunder-raser-over-manglende-kundeservice\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SAS-kunder raser over manglende kundeservice - FinalCall.travel Norge\" \/>\n<meta property=\"og:description\" content=\"SAS-kundene har en mildest talt en utfordrende sommer. Selskapet har avlyst masser av avganger grunnet problemer med underleverand\u00f8rer og deres eget irske datterselskap, SAS Ireland. N\u00e5 raser kundene p\u00e5 de sosiale medier over manglende hjelp fra kundeservice, ekstremt lange ventetider og begrenset \u00e5pningstid. 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