About two hours into our flight home from JFK to Copenhagen last night, I noticed something pretty unsettling on the flight map: we were flying in the wrong direction, and our destination had suddenly changed.
At first I thought it was a glitch, but when we asked the cabin crew what was going on, they just told us the captain would make an announcement shortly. Not exactly reassuring.
Eventually we were told the plane had developed a technical issue and the pilots didn’t feel comfortable crossing the Atlantic.
We’d made it all the way up to the waters between Nova Scotia and Newfoundland before turning back towards New York.
Not a particularly fun situation to be in, especially with a kid. I tried to reassure my son that if something was seriously wrong, the pilots probably would have landed at a closer airport rather than flying all the way back to New York.
After a tense 1 hour and 45 minutes in the air, we landed at Newark instead of JFK, with fire trucks and ambulances waiting on the runway.
What followed was a complete mess.
After waiting an hour at baggage claim, we were told they couldn’t get our luggage off the plane. We were given a QR code to report our missing bags, but absurdly,
@SAS’ system wouldn’t accept the report because we never arrived at our original destination.
Meanwhile, SAS told us we’d receive new flight details within a couple of hours. Hours passed. Nothing.
Our entire booking had also disappeared from the SAS app.
By now it was well past midnight, with a plane full of passengers suddenly needing somewhere to sleep and no clear plan for getting home.
SAS had emailed everyone instructing us to arrange our own accommodation, offering reimbursement of up to €250 per room.
At that point I just wanted to get my son somewhere he could sleep. I started calling nearby airport hotels and managed to secure one of the last available rooms. A lot of people were still stranded at the airport when we left.
Once we got to the hotel, I called SAS support and managed to secure us seats on a direct flight from Newark to Copenhagen Saturday evening, rather than risk waiting for an automatic rebooking that might send us through multiple airports.
Despite several calls to SAS support throughout the night and this morning, nobody can tell us where our two suitcases are or help us register them as missing.
I completely understand the decision to turn the plane around. Safety comes first. But the handling of hundreds of stranded passengers afterwards really needs to be better. People need clear information and a way to get home, especially in the middle of the night.
So at least we managed to get ourselves a bed for the night and a direct flight home. We’ll deal with the luggage later.
Fingers crossed this next plane can fly over water.
