Special assistance

We do everything we can to make your trip as easy and comfortable as possible, whatever your needs or abilities.

Special assistance is subject to availability. You must request assistance at least 48 hours before your scheduled time of departure. The service has to be approved before departure, otherwise we cannot guarantee assistance.

We publicize information on the services we offer travelers with special needs and limited mobility as per safety regulations and EU Regulation 1107/2006.

Request special assistance

For SAS operated flights , you can request special assistance in My booking once you have booked your flight.

For flights operated by other airlines, use the forms below:

For other medical conditions, see Health & medical conditions.

Reduced mobility

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, no later than 48 hours before departure.

  • You may bring a wheelchair or a walker onboard free of charge. Remember that advance notice and approval is required for electronic mobility aids, so please add a request as soon as possible after booking.

  • 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. For safety and other reasons, we sometimes need to change aircraft. If this affects your ability to travel with a physical aid or equipment, you'll be offered another flight.

  • If you have an agreed meeting place for your requested assistance, you’ll need to be there 2 hours before departure. Unless otherwise agreed in writing, you need to be at the check-in counter at least 1 hour before departure.

  • We recommend you to be at the check-in counter at least 2 hours before departure for European flights and at least 3 hours before departure for intercontinental flights.

    • For intercontinental flights, the check in closes 90 minutes prior departure if you are travelling in SAS Go and 60 minutes prior departure if you are travelling in SAS Business or SAS Plus.

    • For all other flights, the check in closes 45 minutes prior departure.

  • 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:

  • On intercontinental flights (A330/A340 aircraft):

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

    • At least one accessible toilet onboard fitted with special handles.

  • 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 mobility.

  • On domestic and European routes:

    • No special wheelchair is available.

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

SAS' cabin crew cannot assist you with matters such as: lifting or carrying you, helping you with your meals, administering or monitoring your intake of medication or assisting with visits to the toilets.

Weight and size limitations on different aircraft types

Airbus 321NX (32Q)

Destinations: Canada and US

  • Maximum size in centimeter: 150 x 60 x 114 cm

  • Maximum weight in kilogram per colli: 149 kg

All other destinations

  • Maximum size in centimeter: 164 x 140 x 114 cm

  • Maximum weight in kilogram per colli: 149 kg

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

  • Maximum size in centimeter: 164 x 140 x 114 cm

  • Maximum weight in kilogram per colli: 149 kg

333 / 343 / 359

  • Maximum size in centimeter: 153 x 115 x 163 cm

  • Maximum weight in kilogram per colli: 149 kg

321

  • Maximum size in centimeter: 153 x 156 x 114 cm

  • Maximum weight in kilogram per colli: 149 kg

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

  • Maximum size in centimeter: 127 x 114 x 86 cm

  • Maximum weight in kilogram per colli: 149 kg

AT7

  • Maximum size in centimeter: 95 x 70 x 140 cm

  • Maximum weight in kilogram per colli: 200 kg

CR9, AR8, DH4, 223

  • Maximum size in centimeter: 180 x 85 x 65 cm

  • Maximum weight in kilogram per colli: 80 kg

Hidden disabilities

We appreciate that some of our customers with mild or hidden disabilities sometimes need a little more help.

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 should 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 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 Customer Service at least 48 hours before departure.

Trained service animals

Fully trained service dogs may fly in the cabin at no charge if they meet the requirements below. Remember that advance notice and approval is required, so please add a request as soon as possible after booking.

General information

  • One service dog per person.

  • Only dogs are accepted as trained service animals.

  • 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.

  • Remember to have extra time for check-in and security checks when traveling with animals, we recommend you to be at the airport at least 2 hours before your departure.

Service dogs cannot:

  • 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.

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.

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.

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", 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.

Damaged or lost physical aids

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. Please note that we do not offer compensation for fragile or valuable objects.

Apply for compensation

If you are not happy with the handling of your complaint, you can seek recourse at responsible enforcement body:

Contact us