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Service and feedback

Service & feedback

You probably know most things about flying with us. But here’s some helpful information to make your travel even easier. 

Did something go wrong during your trip?

We're here to help you after your travel is completed. If something went wrong, just let us know using the form below and we'll get back as soon as we can. For questions about SAS EuroBonus, please contact SAS Sales & Service.

Are you missing EuroBonus points? Log into your profile and register your missing points.
Find the answers to your EuroBonus related questions in our FAQ.


Rebooking

  • You can change the time and date of your trip (but not the route) on most trips booked on our website starting from DKK/NOK/SEK 600/EUR 65/USD 71 per person and flight within Europe. If the new fare costs more than the original fare, you’ll also need to pay the difference between the fares.
  • If you're traveling on SAS, you can change the name on your ticket or transfer your ticket to another traveler up to 1 hour before departure (except for trips that have already started).


24-hour money back guarantee

At SAS, you can book your trip without thinking twice since you can always change your mind.

  • If you book on our website or through SAS Sales & Service, you enjoy a 24-hour money back guarantee. This means that you can cancel your trip free of charge within 24 hours of booking and get a full refund. Cancel the trip under My trips. Retrieve your reservation and select Cancel booking. Observe that for cancellations within 24 hours, the amount is normally not charged, only reserved. The reserved amount will be released immediately, depending on the card dealer. If the amount is charged, it will be refunded to the same card. It takes normally 3-5 banking days before it shows on your statement.
  • If you book your trip less than 24 hours before departure, you can cancel it up to 12 hours before the flight and get a full refund.
  • The 24-hour money back guarantee applies if you cancel your entire trip. If you change your ticket within 24 hours, different rules apply based on the ticket type. 
  • If you change your ticket and then cancel your trip within 24 hours of booking, you’ll get a refund for the price of the ticket, but not for the price of the change. If you change a non-refundable ticket to a refundable ticket and then cancel the trip, only the price difference between the original booking and the new booking will be refunded.
  • If you buy cancellation insurance from Europ Assistance when booking at sas.se and then cancel your trip, Europ Assistance will automatically refund the insured amount within 7 to 10 days.  
  • Tickets for SAS flights not purchased directly from SAS must be canceled and refunded by the vendor.


Cancellations and refunds

For cancellation within 24 hours of booking, please refer to the 24-hour money back guarantee above. 

If you booked your trip on our website or through SAS Sales & Service, you can cancel your booking below. Your ticket will be refunded according to the terms of your ticket. If you've booked a round trip ticket and only want to fly one way, you will get a refund for the unused part, also according to the terms of your ticket.

 

Within Europe

SAS Go Light


Only taxes and fees are refundable


Domestic/International fees* are non-refundable

SAS Go


Only taxes and fees are refundable


Domestic/International fees* are non-refundable

SAS Plus

 

Fully refundable

 

SAS Plus Saver can be refunded for a fee

Outside Europe

SAS Go


Only taxes and fees are refundable

 

Domestic/International fees* are non-refundable

SAS Plus

 

Fully refundable

 

SAS Plus Saver can be refunded for a fee

SAS Business

 

Fully refundable

 

SAS Business Saver can be refunded for a fee

* US: International surcharge. Japan: Fuel surcharge.

 
  • Tickets for SAS flights not purchased directly from SAS must be canceled and refunded by the vendor.
  • To cancel car rentals, hotel bookings and combined flight and hotel bookings, please contact the vendor.
  • You can cancel award trips up to 24 hours before departure. Just log in and find your booking under My trips. Then select Cancel booking. The trip will be canceled and any refundable taxes will be credited to your account within 3 to 4 business days. Any valid EuroBonus points will be automatically returned to your EuroBonus account. If you booked through SAS Sales & Service, just use the form below. 


Order receipts

We’re always happy to help you manage all aspects of your travel. If you need a receipt, you can order a booking confirmation that will be sent to the email address in your booking. If you’d like receipts for travel booked during a specific period, just use the form below.


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We're constantly working to give you the best digital experience possible. So if there’s anything you think we can do better, just tell us and we’ll do everything we can to make it right.


Contact SAS


Alternative Dispute Resolution

If you for any reason are unhappy with our final response to your complaint, you can refer your complaint to Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP). SÖP is approved by the Civil Aviation Authority (CAA) to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes.
You will need to refer your complaint to them within 12 months after our final response.


Söp can be contacted here:
Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP)
Fasanenstraße 81
DE -10623 Berlin
Telefon: +49 (0) 30 - 6 44 99 33 –34


https://soep-online.de/welcome.html
https://soep-online.de/request-form-flight.html


You may also submit a complaint via the European Commission Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr/.

Alternatively, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT. Please note that PACT’s complaints service cannot require airlines to take any particular action; whereas the outcomes of the ADR process are binding upon the airline.
If you would like to make a complaint, please use our online feedback form since we need your approval to our “Terms and Conditions”


Email: contacttoflysas@sasair.com. For information on our complaints procedure can be found here