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SUGGESTIONS

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Delayed or cancelled flights

Delayed or cancelled flights

We realize that flight delays and cancellations can be frustrating and have a big impact on your travel plans and we are very sorry for this. However, sometimes we are left with no other choice. In these challenging situations, simply knowing more about your options, what SAS is doing, and what your rights are is important and we recommend you to read below information.

You can read below to see if you might be eligible for compensation due to a delayed or cancelled flight.
If a flight operated by SAS is delayed or cancelled we will do our best to take care of you and keep you informed. We have dedicated teams working 24/7 to get you to your destination as soon as possible.

  • Please note, if you decide to make your own travel arrangement, SAS as a general rule, will not reimburse the new ticket.
  • If your flight is cancelled due to the pilot strike, please see detailed information.

Keep you updated

You can view the most up-to-date information about your flight by checking the flight information screens at the airport, the SAS app or flysas.com. You can also check your itinerary at flysas.com under “My bookings” or in SAS app.
 

Rebooking and refund

We will do our utmost to get you to your destination as soon as possible. SAS will rebook you to the first available flight with SAS, Star Alliance or other partner under comparable transport conditions. If you’d like you could also choose to get rebooked under comparable transport conditions at a later date at your convenience.
If we have your correct contact information, you will receive an email or/and text message regarding your updated itinerary.

If the itinerary we have booked for you is not suitable, please contact SAS Customer Service by phone. On days with major irregularities, many customers will be affected, and this may lead to longer waiting time than usual. But please bear with us – we will do our best to help you as quickly as possible. Thanks for your patience.

If you choose not to travel due to flight delay more than 3 hours or more on departure, you are entitled to a refund of your unused ticket. If you decide to make your own travel arrangement, SAS will not reimburse the new ticket.

Always remember to cancel and refund your ticket if you decide to arrange your own new travel arrangement.

  • If you booked your ticket via a Travel agent we recommend you to contact them for refund.
  • If you booked your ticket via SAS please fill out and submit the form.


Please note, if you cancelled and refund your ticket, you are not entitled to care as food, drinks and accommodation.

Food and drinks

SAS will cover reasonable costs for food, non-alcoholic drinks and 2 telephone calls during the delay. Depending on the situation, ground staff will issue meal vouchers to purchase food and drinks while you are waiting for your flight to depart. If you have additional costs not covered by vouchers, please remember, it is your responsibility to limit your costs. Don’t forget to save your receipts.


You are entitled to above if a flight is cancelled or delayed and the delay is expected to last:

(a) two hours or more in the case of flights of 1500 kilometers or less; or

(b) three hours or more in the case of all intra-Community flights of more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers; or

(c) four hours or more in the case of all flights not falling under (a) or (b),

Accommodation and transport

If you are delayed overnight and in need of accommodation, the ground staff at the airport will do their best to help you. If we are not able to provide accommodation for you, we ask you to make your own arrangement. We will reimburse for reasonable costs for a mid-range room at the present location.

Please remember, it is your responsibility to limit your costs and don’t forget to save your receipts.
We will reimburse the transport between the hotel and the airport if the flight is delayed until the next day. We will reimburse the cost for return tickets with airport trains, buses or local metro services to and from the airports. Additional costs for taxi will be reimbursed only if above transport is not available. Transportation with private limousines or equivalent will not be reimbursed.
 

Making a claim

If you are entitled to compensation in accordance with the regulation we will compensate you as soon as possible without any hassle. Since third parties usually charge a significant fee to help you with your claim it is more beneficial for you to make your claim directly with SAS. 

Passenger rights

SAS strives for high customer satisfaction and to comply with present regulation. If you have suffered from a cancelled or heavily delayed flight, the basic premise is that you as a passenger are entitled to compensation. If, however, a cancellation or delay is caused by circumstances beyond SAS control – such as weather conditions, airport or airspace restrictions, political instability, security risks or strikes, that could not have been avoided by reasonable measures – you are not entitled to such compensation. Neither are you entitled to compensation if you’ve been offered a new flight within certain time frames or if you’ve been informed about the cancellation more than 14 days before departure.

Please note that you, regardless of the above, may still qualify for care (i.e. expenses during the delay such as food and drinks at the airport).


If you are not eligible for compensation, check if your travel insurance and/or credit card provider might cover these costs.

Detailed information regarding your rights EU261/2004.