Delayed or canceled flights
We always do our utmost to ensure that you arrive on time. In the event of your flight being delayed or canceled, we will do our best to help you.
If you decide to make your own travel arrangement, SAS as a general rule, will not reimburse the new ticket.
Learn more about your options
In these challenging situations simply knowing more about your options, what SAS is doing and what your rights are is important. We recommend that you read the information below to see if you might be eligible for compensation due to a delayed or canceled flight.
If a flight operated by SAS is delayed or canceled 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.
If your flight is canceled due to Covid-19, more detailed information can be found on our Latest update page.
Rebooking and refund
You can also choose to get rebooked under comparable transport conditions at a later date.
Please make sure that you have filled out your contact information in My bookings.
If we have your correct contact information, you will be notified about your updated itinerary. You can also check your itinerary at My bookings.
If the itinerary we have booked for you is not suitable, please call Customer Service . On days with major irregularities many customers will be affected. 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.
If you choose not to travel due to flight delay more than 3 hours 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.
Cancel & refund your ticket
If you decide to make new travel arrangement yourself.
If you booked your ticket through a travel agent, we recommend you to contact them for a refund.
If you booked your ticket via SAS, please apply for a refund below.
If you cancel and refund your ticket you are not entitled to delay services such as food, drinks and accommodation.
Food and drinks
SAS will cover reasonable costs for food, non-alcoholic drinks and two phone calls during the delay. Depending on the situation ground staff will issue meal vouchers for food and drinks while you're 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.
You are entitled to the above if a flight is canceled or delayed, and the delay is expected to last:
(a) two hours or more, in the case of flights of 1 500 kilometers or less.
(b) three hours or more, in the case of all intra-community flights of more than 1 500 kilometers, and of all other flights between 1 500 and 3 500 kilometers.
(c) four hours or more in the case of flights not falling under (a) or (b).
Don’t forget to save your receipts.
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 arrangements. We will reimburse you for reasonable costs for a mid-range room at the present location.
We will also reimburse you for transportation 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 airport. Additional costs for taxi will be reimbursed only if above transportation is not available. Transportation with private limousines or equivalent will not be reimbursed.
Remember that it is your responsibility to limit your costs, and don’t forget to save your receipts.
Making a claim
If you are entitled to compensation in accordance with applicable regulations we will compensate you as soon as possible. Since third parties usually charge a significant fee to help you with your claim it is more beneficial to make your claim directly with SAS.
SAS strives for high customer satisfaction and to comply with present regulation. If you have suffered from a canceled 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 extraordinary circumstances – such as weather conditions, airport or airspace restrictions, political instability, security risks or strikes, which could not have been avoided even if all reasonable measures had been taken – 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 delay services (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.