Assistance

Wheelchair assistance

If you're travelling with your own wheelchair, or you need a bit of extra help getting from check-in to the boarding gate, you can request wheelchair assistance via My bookings or through SAS Customer Service. Make sure that you request your assistance or add your wheelchair into your booking well ahead your travel.

We offer the following assistance:

WCHR (ramp) - the traveler can walk up/down steps and to/from seat unaided. He/she requires a wheelchair to/from the aircraft.

WCHS (steps)- the traveler can't walk up/down steps, but can walk to/from seat unaided. He/she requires a wheelchair to/from the aircraft and must be carried up/down steps.

WCHC (carry)- the traveler requires a wheelchair to/from the aircraft and must be carried up/down steps and to/from seat.

• You may bring a wheelchair or a walker onboard free of charge.

• If you have a physical aid or piece of equipment that requires extra space due to its weight or size, please let us know when you book your trip.

• Depending on the aircraft, there may be restrictions on the type of equipment you can bring onboard.

• Sometimes we need to change aircraft. If this affects your ability to travel with a physical aid or equipment, you'll be offered another flight.

• For safety reasons travelers with reduced mobility can’t sit at an exit row, as sitting there requires you to be able to help our cabin crew and for example, open the aircraft door if needed.

Onboard your flight

We'll do everything we can to make you as comfortable as possible, and our cabin staff can assist you with most things. Here's what you can expect when you travel with us:

Accessibility adaptations onboard

On intercontinental flights A330 Enhanced/A350 aircraft:

• A special wheelchair is available for travelers with limited mobility to move to/from the toilet.

• At least one accessible lavatory is installed onboard with more space and fitted with special handles for enhanced support.

• Priority stowage for one adult sized wheelchair in onboard closet.

On intercontinental flights with A330 aircraft:

• A special wheelchair is available for travelers with limited mobility to move to/from the lavatory.

• Lavatories in Business Class have more space, handrails and wider door.

• Priority stowage for one adult sized wheelchair in onboard closet.
  

On intercontinental flights with A321NX/32Q aircraft:

• A special wheelchair is available for travelers with limited mobility to move to/from the lavatory.

• At least one lavatory is fitted with a special handle for enhanced support

• No priority stowage for one adult sized wheelchair in onboard closet.

On domestic and European routes:

• No special wheelchair is available.

• Toilets are of standard size and fitted with a special handle for enhanced support.

SAS' cabin crew cannot assist you with matters such as: lifting or carrying you, helping you with intake of your meals, administering or monitoring your intake of medication or assisting with visits to the toilets. More information in section “Hidden disabilities”

Movable armrests

A350-900

• Rows 1, 3, 5, 7, 9; A/D/H and rows 2, 4, 6, 8, 10; F ( SAS Business)

• Rows 20 through 23; B/C/F/G ( SAS Plus)

• Rows 31 through 39; A/B/C/D/E/F/G/H/J and rows 41 through 56; A/B/C/D/E/F/G/H/J ( SAS Go)

A330-300

• Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F ( SAS Business)

• Rows 20 through 27; B/D/F/G ( SAS Plus)

• Rows 31 through 37; A/B/C/D/E/F/G/H, row 41; A/B/G/H, rows 42 through 51; A/B/C/D/E/F/G/H, row 52; A/B/G/H, rows 53 through 55; A/B/D/E/F/G/H and
  row 56; G/H ( SAS Go)

A330-300 E (enhanced)

• Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F ( SAS Business)

• Rows 20 through 27; B/D/F/G ( SAS Plus)

• Rows 31 through 36; A/B/C/D/E/F/G/H ( SAS Go)

A350-900

• Rows 1, 3, 5, 7, 9; A/D/H and rows 2, 4, 6, 8, 10; F ( SAS Business)

• Rows 20 through 23; B/C/F/G ( SAS Plus)

• Rows 31 through 39; A/B/C/D/E/F/G/H/J and rows 41 through 56; A/B/C/D/E/F/G/H/J ( SAS Go)

A330-300

• Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F ( SAS Business)

• Rows 20 through 27; B/D/F/G ( SAS Plus)

• Rows 31 through 37; A/B/C/D/E/F/G/H, row 41; A/B/G/H; rows 42 through 51; A/B/C/D/E/F/G/H, row 52; A/B/G/H, rows 53 through 55; A/B/D/E/F/G/H and row 56; G/H ( SAS Go)

A330-300 E (enhanced)

• Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F ( SAS Business)

• Rows 20 through 27; B/D/F/G ( SAS Plus)

• Rows 31 through 36; A/B/C/D/E/F/G/H, rows 42 through 52; A/B/C/D/E/F/G/H, row 53; A/B, rows 54 through 56; A/B/D/E/F and row 57; A/B ( SAS Go)

A321NX

• Rows 1, 3, 5, 7; C/D ( SAS Business)

• Rows 20 through 22; C/D ( SAS Plus)

• Rows 32 through 49; A/B/C/D/E/F, row 50; D/E/F, rows 42 through 52; A/B/C/D/E/F/G/H, row 53; A/B, rows 54 through 56; A/B/D/E/F and row 57; A/B ( SAS Go)

A321NX

• Rows 1, 3, 5, 7; C/D ( SAS Business)

• Rows 20 through 22; C/D ( SAS Plus)

• Rows 32 through 49; A/B/C/D/E/F and row 50; D/E/F ( SAS Go)

Weight and size limitations for mobility aids

There are some limitations regarding size and weight of your mobility aid on different aircraft types.

Airbus 321NX (To/from Canada and US)

• Maximum size (cm): 150 x 60 x 114 cm

• Maximum weight (kg) per colli: 79 kg

319, 320, 32A, 32N, 320L

• Maximum size (cm): 164 x 140 x 114 cm

• Maximum weight (kg) per colli: 149 kg

333 / 343 / 359

• Maximum size (cm): 153 x 115 x 163 cm

• Maximum weight (kg) per colli: 149 kg

321

• Maximum size (cm): 153 x 156 x 114 cm

• Maximum weight (kg) per colli: 149 kg

736, 73G, 73H, 73W, 738

• Maximum size (cm): 127 x 114 x 86 cm

• Maximum weight (kg) per colli: 149 kg

AT7

• Maximum size (cm): 95 x 70 x 140 cm

• Maximum weight (kg) per colli: 200 kg

CR9, AR8, DH4, 223

• Maximum size (cm): 180 x 85 x 65 cm

• Maximum weight (kg) per colli: 80 kg

Most travelers can fly with independently with us, but in some cases a companion may be needed to provide help with personal needs during the flight or in an emergency situation help tp comply with safety regulations. The companion's can be a Personal Safety Assistant or a Personal Care Attendant and must be added at time of your booking.

We offer the following visual & hearing assistance:

• Travel with an assistant / care attendant

• Travel with a service dog

Make sure that you request your assistance or add your service dog into your booking well ahead your travel.

If you are traveling alone, you must be able to:

• Fasten and unfasten your seat belt,

• get out of your seat and reach an emergency exit unaided,

• retrieve and put a life jacket and oxygen mask on without assistance,

• follow the safety briefing and instructions given by the crew in an emergency situation,

• eat meals, taking medication, use the lavatory independently and

• orient or communicate independently.

If you need help with any of the above, you must be accompanied by a Personal Safety Assistant or a Personal Care Attendant.

Personal Safety Assistant

A person that is at least 16 years old (unless local legislation establishes something different) who is physically and mentally able and willing to assume the responsibility for a passenger with a disability in case of an emergency.

Personal Care Attendant

A person who assists a passenger with a disability with their personal needs during the flight (e.g., eating, use of lavatory facilities, taking medication, etc.). The Personal Care Attendant provides assistance which cabin crew cannot provide.

You are required to travel with a Personal Safety Assistant, if:

• you are traveling in a stretcher or incubator

• you are unable to comprehend or respond appropriately to safety instructions from cabin crew (including the safety briefing)

• you are unable to establish some means of communication with or responding to cabin crew; or

• you are unable to physically evacuate from the aircraft in the event of an emergency (including fastening and unfastening seat belts).

If you need assistance

To guarantee the best possible service, you need to contact SAS Customer Service at least 48 hours before departure.

Fully trained service dogs may fly in the cabin at no charge if they meet the requirements below.

Good to know

• One service dog per person, except when traveling to the US, in which case qualified persons with disabilities may travel with a maximum of two service dogs.

• Your dog must be on duty and easily identified as a service dog (e.g. wearing a vest).

• Your dog must lie or sit on the floor in front of you without protruding into the aisle.

If your service dog doesn’t fit within the allowed spaces, you may need to:

• Rebook to a flight with more open seats.

• Buy an extra seat for more space and comfort. Your service dog must still be seated on the floor.

How to add / book a service dog

You may bring your service dog onboard free of charge. Remember that advance notice is required, so please add a request as soon as possible after booking and no later than 48 hours before departure.

• Add a request via My Bookings after you have completed your booking.

• If your request is confirmed you'll need to fill out the form "Certificate for transportation of Animals (DOC, 113KB)", and bring it to the check-in counter at the airport, except when travelling domestic in Denmark, Norway and Sweden.

You may also make your request by contacting SAS Customer Service.

Documentation and forms required for travel

You must be prepared to show the following documentation throughout your trip:

• Medical/mental health certificate from a licensed mental health professional, verifying the dependency.

• Veterinary health declaration, including the necessary vaccination records.

• An identification card or other document that is issued by an organization or person specializing in service dog training that identifies the person with a disability and attests that the service dog has been individually trained by the organization or person to perform a task to assist the person with a disability with a need related to their disability.

Service dog behavior

Your dog must be trained to be obedient to your commands and must behave appropriately in a public space (in other words, no barking, growling, or jumping up at people or other animals).

• Service dogs must always be in your control by leash and/or harness.

• If your dog does not behave in an appropriate manner, the dog will be considered a pet and all requirements and applicable fees will apply.

Service dogs can't:

• Be seated in an exit row or block the aisles.

• Occupy a seat. If a seat has been reserved for your dog in advance, your dog is welcome to be seated on the floor below the seat.

• Eat from tray tables.

Apply for compensation

You can apply for compensation for damaged or lost physical aids. Compensation for damaged or lost physical aids is supplied in accordance with SAS' Conditions of Carriage and Montreal Convention. Please note that we do not offer compensation for fragile or valuable objects.

Apply for compensation

On all SAS operated flights

SAS operated flights are always subject to EU Regulation 1107/2006 and applicable safety regulations.

Flights between Scandinavia and the US

14 CFR Part 382 - Non-Discrimination on the Basis of Disability in Air Travel, is applicable to Passengers with Disabilities who are travelling on a flight between Scandinavia and the United States or have purchased a ticket for a SAS operated flight through a U.S. based airline, with the prefix of an US airline. More about the Bill of Rights for Passengers with Disabilities when travelling to or from the US.

Flights between Scandinavia and Canada

As a Large Foreign Carrier, SAS is subject to Part 2 of the Canadian Accessible Transportation for Persons with Disabilities Regulations when SAS is operating a flight to or from Canada. More about your Canadian passenger and accessibility rights here.

You are always welcome to call SAS Customer Service in case you need to get in contact with us.

If you are not happy with our services, send us your feedback through our feedback form and we will be pleased to help you. If your concern is related to a travel to or from the US, you are also welcome to contact SAS Complaints Resolution Official.

We will do our outmost to help you in the best possible way, but in case you are dissatisfied with the handling of your complaint, you can seek recourse at responsible enforcement body:

• EU: European National Enforcement Bodies

• US: US Department of Transportation

• Canada: Canadian Transportation Agency

Special rules apply when travelling to or from the US, where you must always provide us with a 48-hour advance notice if you are requesting one of the following:

• accommodations when having both severe vision and hearing impairments,

• accommodations for a group of ten or more individuals with a disability,

• to bring your own medical equipment onboard,

• to bring a service dog onboard, or,

• to order oxygen or other medical equipment onboard.