Assistance

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

48 hours advance notice

Assistance is subject to availability. For all flights except for flights to and from the US, you must request assistance at least 48 hours before your scheduled time of departure. You must request assistance at least 48 hours before your scheduled time of departure. The service must be approved before departure, otherwise we cannot guarantee assistance.

If you are requesting assistance when travelling on a flight to and from the US, we recommend that you provide us with a notice 48 hours in advance, as it enables us to increase the service that we provide.

Even if you are travelling on a flight to or from the US 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.

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 assistance

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

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

Find all useful contact forms you might need to arrange your travel here.

More information about other medical conditions.

General information

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.

The 48 hours advance notice is not applicable when requesting assistance when travelling on a flight to or from the US, but we recommend that you provide us with a notice 48 hours in advance, as it enables us to increase the service that we provide.

  • You may bring a wheelchair or a walker onboard free of charge. Remember that advance notice and approval is required for electronic mobility aids, unless you travel on a flight to or from the US, so please add a request as soon as possible after booking. Regardless of where your travel takes place, we recommend that you provide us with an advance notice, as it enables us to increase our services to you.

  • 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.

  • 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:

Accessible lavatories, onboard wheelchairs and priority stowage for wheelchair brought in cabin

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 has 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 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
  • Business class: Rows 1, 3, 5, 7, 9; A/D/H and rows 2, 4, 6, 8, 10; F

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

  • SAS Go: 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

A330-300
  • Business Class: Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

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

  • SAS Go: 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

A330-300 E (enhanced)
  • Business Class: Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

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

  • SAS Go: Rows 31 through 36; A/B/C/D/E/F/G/H, Movable armrests

A350-900
  • Business class: Rows 1, 3, 5, 7, 9; A/D/H and rows 2, 4, 6, 8, 10; F

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

  • SAS Go: 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

A330-300
  • Business Class: Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

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

  • SAS Go: 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

A330-300 E (enhanced)
  • Business Class: Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

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

  • SAS Go: 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

A321NX
  • Business Class: Rows 1, 3, 5, 7; C/D

  • SAS Plus: Rows 20 through 22; C/D

  • SAS Go.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

A321NX
  • Business Class: Rows 1, 3, 5, 7; C/D

  • SAS Plus: Rows 20 through 22; C/D

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

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 in centimeter: 150 x 60 x 114 cm

  • Maximum weight in kilogram per colli: 79 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

Extra assistance

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 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 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. Remember that 48-hour advance notice and approval is required regardless of where your travel takes place, so please add a request as soon as possible after booking.

General information

  • 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.

  • 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 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.

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.

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

You are always welcome to call 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 we will be pleased to help you.

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: