(Updated 13:00 CET 02AUG18)
Flight delays and cancellation – your rights and options
This summer there have been more disturbances and cancellations than usual. There are many reasons for cancellations and delays; several factors have contributed to the recent traffic disturbances – including Traffic Control issues in Europe, delayed delivery of new aircraft from Airbus and crew shortage in general in the aviation industry in this high season.
Cancellations and delays cause inconveniences for passengers and we apologize for this. If you are one of the affected passengers, please let us assure you that we at SAS 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.
IN CASE OF DELAY
What is the best way to keep updated on the latest information on my flight?
You can view the most up-to-date information about your flight by checking the flight information screens at the airport or on the SAS app and flysas.com.
I have received an SMS informing me that my flight is delayed. What should I do?
Even if you have received an SMS informing you about a delay, if not instructed otherwise you should get to the airport at the original departure time. The reason for this is that further changes can make it possible to departure at the original time.
IF THE FLIGHT IS CANCELLED
Is there anything I must do if my flight is cancelled?
We will inform you as soon as possible by email or text message about the cancellation and we will if possible rebook you to the first available flight with SAS, Star Alliance or other partners in comparable service class.
At times we have difficulties to find alternatives if all airlines are fully booked. If this is the case you have the option to switch to another airline, take a train, bus or hire a car. If you are able to arrange your travel this way you can submit the receipts to us for reimbursement.
Should I wait for more information or do I have to contact you to get necessary information?
If we have your correct contact information you will receive an email or/and text message regarding your updated booking or with any other relevant information.
What should I do if the rebooking arrangements are not suitable?
If the flights we rebook for you is not suitable, please contact SAS Sales and Service by phone. On days with major irregularities, the waiting time may be longer than usual. But please bear with us – we will do our best to help you as quickly as possible.
REFUNDS, REIMBURSEMENT AND COMPENSATION
What costs for food and drinks etc will you refund?
SAS will cover reasonable costs for food, non-alcoholic drinks and 2 telephone calls/emails during the delay if a flight is cancelled or delayed and the delay is expected to last 2 hours or more.
Depending on the situation, ground staff will issue meal vouchers for purchase of food and drinks while you are waiting for your flight to depart. If you have additional costs not covered by vouchers, please remember your responsibility to limit your costs. Don’t forget to save your receipts.
What costs for accommodation / hotel will you reimburse?
If you are delayed overnight and in need of accommodation, the ground staff at the airport will do their best to help you.
If SAS is not able to provide accommodation for you, we ask you to make your own arrangement. SAS will reimburse reasonable costs for a clean and comfortable, mid-range room at the present location. The exact definition of what is reasonable always depends on the individual situation. Please remember your responsibility to limit your costs. Don’t forget to save your receipts.
What costs for transports to hotels will you refund?
We will reimburse the transport between the hotel and the airport if the flight is delayed until the next day, hence includes an overnight stay. We will also 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.
What costs will you reimburse if I make alternative travel arrangements on my own?
SAS will reimburse reasonable costs for alternative travel under comparable transport conditions. The alternative transport cost must be within the same price range as your original unused ticket or as close to it as possible. If you choose to buy a new flight ticket, we will only reimburse you for a journey in the same or lower service class as the original ticket.
The reimbursement will be the reasonable price difference between your original SAS unused ticket and the cost for your new transportation under comparable transport condition against receipts.
The exact definition of what is reasonable is always depending on the individual situation. Our general guideline is up to EUR 300 per passenger excluding the refund amount. Please remember, it is your responsibility to limit your costs and don’t forget to save your receipts.
If you choose to travel from a different departure point or to a different destination than your original booking, you can’t claim compensation for any expenses incurred for travel between these or any other consequential expenses, e.g. car hire, parking costs, etc.
Will you refund if I choose not to travel at all?
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. 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 you must contact them for refund.
- If you booked your ticket with SAS, please fill in and submit the form here.
Please note, if you cancel and refund your ticket, you are not entitled to reimbursement for food, drinks and accommodation.
Where do I make a claim?
If you are entitled to compensation in accordance with the regulation we will compensate you as soon as possible without any hassle. You can submit your claim for expenses or compensation online here. You may also contact Customer Care. Find more information on your rights in our folder EU261/2004 and in our Terms and Conditions.
In what situations do you compensate?
SAS strive for high customer satisfaction and always to interpret the present regulation in accordance with the primary EU law. 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 the control of SAS – such as weather conditions, airport or airspace restrictions, political instability, security risks or strikes – you are not entitled to such compensation. Please note that you may still qualify for care (i.e. expenses during the delay such as food and drinks at the airport).
Will you refund consequential losses?
As a general rule, SAS won’t cover any consequential losses, such as missed hotel stays, car rental, lost wages, vacation days, event tickets etc. You may check with your travel insurer if they cover these costs.
Note: In the case of voluntary rebookings, e.g. change of destination, SAS will not absorb costs such as, but not limited to, accommodation, food and surface/air transportation.
What if I am not eligible for compensation?
If you are not eligible for compensation, check if your travel insurance and/or credit card provider might cover these costs.
Where can I find more information about passenger rights?
For detailed information regarding passenger rights, read our folder EU261/2004 and our Terms and Conditions.
Bagage delay at Arlanda airport 29JUL18 due heavy thunderstorms
We know it’s distressing to find your bags are delayed and we’ll do all we can to fix the issue as quickly as possible and deliver the bag to you.
There can be a number of reasons why luggage doesn’t make it onto the aircraft. These could be:
- Technical problems with the luggage system
- Human error
- Technical problems with the aircraft
- Weather issues e.g. thunderstorms
To read more about delayed bags including information regarding reimbursements for necessary replacement items and how to register your claim, click here.
You can trace your baggage and update your delivery information here.
After you have reported your delayed baggage, SAS will begin an immediate search for your baggage. We will keep you updated, by SMS and email, while we are searching.
Even if you do not receive any updates, SAS is still searching for your baggage.
Passengers travelling from/via Munich are recommended to be at the airport early
During the period of 30JUL18-06SEP18 there will be renewal and construction work concerning PTS (train connecting Terminal 2 and the satellite building).
Passengers departing from the satellite building in gate areas K and L are requested to allow additional 20 minutes for
check-in. Transfer passengers who need to change buildings for their onward flight are advised to proceed to their departure gate as soon as possible after arrival. SAS passengers will be affected.
30JUL18-06SEP18, a bus replacement service runs between terminal 2 and the satellite building from 12:00 noon Mondays -Thursdays. The underground railway, which connects the two terminal buildings, does not run during this time.
Information to passengers booked on NextJet with SAS tickets
We regret that NextJet has filed for bankruptcy and cancelled all their flights from 16MAY18.
If you are holding an SAS (SK) ticket with ticket number starting with 117 including NextJet (2N) flights, you can rebook your 2N flight to a SAS flight to the same destination, or a destination within a reasonable distance.
That is if the same service class, as in the original ticket, is available.
- The rebooking is free of charge.
- If you booked your ticket via a travel agent or a tour operator, please contact your travel agent to rebook your flight.
- If you have booked through SAS, you need to call us Contact us by telephone.
Bologna Airport will be closed for air traffic 14SEP18-18SEP18
Bologna Airport will be closed for air traffic from the 14th of September 00:01 AM to the 18th of September 06:00 AM for maintenance work on runway and taxiway.
New regulations from U.S. authorities regarding flights to the U.S.
If you are travelling to the U.S. it is important that you arrive at your airport well in advance of your departure, as you will need extra time to check-in and for security screening.
This is due to additional regulations from U.S. Transportation Security Administration (TSA) affecting all departures to the U.S. as of October 26th.
All aviation companies in all countries, must adhere to the same regulations. This also affects transfer passengers.
Increased border control at Copenhagen Airport
The Danish authorities have decided, in view of the change in the EU rules on the Schengen Zone, that effective 7 October 2017, the Police are to check the passports of all travelers crossing the Schengen border.
The new rules mean that all travelers, irrespective of their nationality, that cross the Schengen border, are to have their passport scanned at the Police passport control in Copenhagen Airport. Scanning is designed to check passports in relevant databases.
Copenhagen Airport anticipates waiting times of up to one hour at passport control, depending on whether you are arriving or flying from the airport. We therefore advise our passengers to arrive at the airport in good time, as passport control is performed after check-in and security.
Please note, that the new rules only affect travelers who cross the Schengen border. If you are traveling within the country or to other Schengen area countries, you do not have to scan your passport.
We otherwise suggest our passengers contact the Police or Copenhagen Airport for more detailed information on rules and guidelines for the time you should allow to go through passport control in order to make your flight.
*Countries that are members of the Schengen Agreement: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Malta, The Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden. Iceland, Liechtenstein, Norway and Switzerland are associate members and apply the same rules.
Electronic Devices – TSA (DHS – Department of homeland security)
The U.S. Department of Homeland Security is implementing enhanced security measures, both seen and unseen, at all last-point-of-departure airports in 105 countries around world. The enhanced security measures are both seen and unseen; however, passengers flying to the United States may experience additional screening of their person and property. There are no changes to items allowed in carry-on and checked baggage.
The enhanced security measures include but are not limited to:
· Enhancing overall passenger screening;
· Conducting heightened screening of personal electronic devices;
· Increasing security protocols around aircraft and in passenger areas; and
· Deploying advanced technology, expanding canine screening, and establishing additional preclearance locations.
For further information:
Fact Sheet: Aviation Enhanced Security Measures for All Commercial Flights to the United States
Travel to France
All French airports except Charles de Gaulle (CDG) and Orly (ORY) have border controls for Schengen arrivals and departures.
All passengers must present a valid National ID card or valid Passport when arriving or departing from France. Passengers inhibited to present a valid National ID card or valid Passport will be refused entry to France.