Notifications

Assistance

We do everything we can to make your trip as easy and comfortable as possible, regardless of your needs or abilities and we understand if you need a little extra support or assistance during your travel.

If you are requesting other kind of assistance when travelling on a flight to and from the US, we recommend that you provide us with a notice 48 hours in advance.

Good to know

  • Assistance is subject to availability (quota per flight).

  • You need to request assistance at least 48 hours before departure.

  • Your request must be approved before departure to guarantee assistance.

  • Plan for extra time for check-in and security. For European flights, we recommend arriving at the check-in counter at least 2 hours before departure and at least 3 hours before departure for flights to Asia and North America.

How to request assistance

For SAS-operated flights, you can request assistance under My bookings once you’ve booked your flight.

  • Select the type of assistance you need (wheelchair, visual or hearing).

  • For wheelchair service, select type of service, e.g. ramp (WCHR), steps (WCHS) or carry (WCHC) and also indicate if you’re traveling with your own mobility device.

  • Request visual and hearing assistance if you have a hearing, visual, cognitive or developmental disability.

  • Select if you’re traveling with a service animal.

For flights operated by other airlines, please fill in the following forms:

Wheelchair assistance

If you're traveling with your own wheelchair, or you need extra help getting from check-in to the gate, you can request wheelchair assistance under My bookings or by calling SAS Customer Service. Remember to request assistance and / or add your wheelchair to your booking well before your journey.

We can offer the following assistance:

WCHR (ramp) - traveler can walk up / down steps and to/from seat unaided. He/she requires a wheelchair to/from the aircraft.

WCHS (steps)- traveler can’t walk up / down steps, but can walk to / from seat unaided. He/she requires a wheelchair to / from the aircraft and must be carried up / down steps.

WCHC (carry)- traveler requires a wheelchair to/from the aircraft and must be carried up/down steps and to/from seat.

  • You may bring a wheelchair or walker onboard free of charge.

  • If your physical aid or equipment requires extra space due to weight or size, let us know when you book your trip.

  • Depending on the aircraft, there may be restrictions on the type of equipment you can bring on board.

  • Sometimes, we need to change aircraft. If this affects your ability to travel with a physical aid or equipment, you’ll be offered another flight.

  • For safety reasons, travelers with reduced mobility cannot be seated in an exit row, as to sit there, you need to be able to help cabin crew in an emergency, for example, to open the aircraft door if needed.

On board 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:

Accessibility onboard

On A330 Enhanced / A350 aircraft:

  • A special wheelchair to move to / from the toilet.

  • At least one accessible toilet with extra space and special handles for enhanced support.

  • Priority stowage for one adult-sized wheelchair in onboard closet.

On A330 aircraft:

  • A special wheelchair to move to / from the toilet.

  • Toilets in SAS Business are larger and have wider doors.

  • Priority stowage for one adult-sized wheelchair in onboard closet.

On A321NX / 32Q aircraft:

  • A special wheelchair to move to / from the toilet.

  • At least one toilet fitted with a special handle for enhanced support.

  • No priority stowage for wheelchair.

On domestic and European routes:

  • No special wheelchair available.

  • Standard-size toilets fitted with special handle for enhanced support.

SAS’ cabin crew cannot assist with lifting or carrying you, helping you eat meals, administering or monitoring medication or assisting with visits to the toilet. You can read more under Hidden disabilities

Movable armrests

A350-900

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

  • Rows 20 to 23; B/C/F/G

  • Rows 31 to 39; A/B/C/D/E/F/G/H/J and rows 41 to 56; A/B/C/D/E/F/G/H/J

A330-300

  • Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

  • Rows 20 to 27; B/D/F/G

  • Rows 31 to 37; A/B/C/D/E/F/G/H, row 41; A/B/G/H, rows 42 to 51; A/B/C/D/E/F/G/H, row 52; A/B/G/H, rows 53 to 55; A/B/D/E/F/G/H and
    row 56; G/H

A330-300 E (enhanced)

  • Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

  • Rows 20 to 27; B/D/F/G

  • Rows 31 to 36; A/B/C/D/E/F/G/H

A350-900

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

  • Rows 20 to 23; B/C/F/G

  • Rows 31 to 39; A/B/C/D/E/F/G/H/J and rows 41 to 56; A/B/C/D/E/F/G/H/J

A330-300

  • Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

  • Rows 20 to 27; B/D/F/G

  • Rows 31 to 37; A/B/C/D/E/F/G/H, row 41; A/B/G/H; rows 42 to 51; A/B/C/D/E/F/G/H, row 52; A/B/G/H, rows 53 to 55; A/B/D/E/F/G/H and row 56; G/H

A330-300 E (enhanced)

  • Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F

  • Rows 20 to 27; B/D/F/G

  • Rows 31 to 36; A/B/C/D/E/F/G/H, rows 42 to 52; A/B/C/D/E/F/G/H, row 53; A/B, rows 54 to 56; A/B/D/E/F and row 57; A/B

A321NX

  • Rows 1, 3, 5, 7; C/D

  • Rows 20 through 22; C/D

  • Rows 32 to 49; A/B/C/D/E/F, row 50; D/E/F, rows 42 to 52; A/B/C/D/E/F/G/H, row 53; A/B, rows 54 to 56; A/B/D/E/F and row 57; A/B

A321NX

  • Rows 1, 3, 5, 7; C/D

  • Rows 20 to 22; C/D

  • Rows 32 to 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)

  • Max. size (cm): 150 x 60 x 114 cm

  • Max. weight (kg) per colli: 79 kg

319, 320, 32A, 32N, 320L

  • Max. size (cm): 164 x 140 x 114 cm

  • Max. weight (kg) per colli: 149 kg

333 / 343 / 359

  • Max. size (cm): 153 x 115 x 163 cm

  • Max. weight (kg) per colli: 149 kg

321

  • Max. size (cm): 153 x 156 x 114 cm

  • Max. weight (kg) per colli: 149 kg

736, 73G, 73H, 73W, 738

  • Max. size (cm): 127 x 114 x 86 cm

  • Max. weight (kg) per colli: 149 kg

AT7

  • Max. size (cm): 95 x 70 x 140 cm

  • Max. weight (kg) per colli: 200 kg

CR9, AR8, DH4, 223

  • Max. size (cm): 180 x 85 x 65 cm

  • Max. weight (kg) per colli: 80 kg

Most travelers can fly independently with us, but in some cases a companion may be needed to provide help with personal needs during the flight or in an emergency situation help to comply with safety regulations. The companion's can be a personal safety assistant or a personal care attendant and must be added at time of your booking.

We offer the following visual and hearing assistance:

  • Travel with an assistant / companion

  • Travel with a service dog

Remember to request assistance and add a service dog to your booking if needed well ahead of your journey.

If you’re 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 on life jacket and oxygen mask without assistance.

  • Understand the safety briefing and instructions given by the crew in an emergency situation.

  • Eat, take medication and use toilet independently.

  • Orient yourself and 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 stipulates otherwise) who is physically and mentally able and willing to take responsibility for a traveler with a disability in the event of an emergency.

Personal Care Attendant

A person who assists a traveler with a disability with their personal needs during the flight (e.g. eating, using toilet, taking medication) and provides assistance that the cabin crew cannot provide. You must travel with a Personal Safety Assistant if:

  • You’re traveling on a stretcher or in an incubator.

  • You’re not able to understand or respond appropriately to safety instructions from cabin crew (including safety briefing).

  • You’re not able to establish a means of communication with or respond to the cabin crew.

  • You’re not able to physically evacuate from the aircraft in the event of an emergency (including fastening/unfastening seat belt).

If you need assistance

To guarantee the best possible service, contact SAS 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.

Good to know

  • 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.

  • 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.

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.

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.

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.

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.

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.

Apply for compensation

You can apply for compensation for damaged or lost physical aids. Compensation is determined based on SAS' Conditions of Carriage and Montreal Convention. Please note that we do not offer compensation for fragile or valuable objects.

Apply for compensation

On all SAS operated flights

SAS operated flights are always subject to EU Regulation 1107/2006 and applicable safety regulations.

Flights between Scandinavia & the US

The Non-Discrimination on the Basis of Disability in Air Travel Act 14 CFR Part 382 applies to travelers with disabilities who are traveling on a flight between Scandinavia and the US or who have bought a ticket for an SAS-operated flight via a US-based airline that includes the prefix of a US airline.

More about the Airline Passengers with Disabilities Bill of Rights for travelers to or from the US,

Flights between Scandinavia & Canada

As a large foreign carrier , SAS is subject to Part 2 of the Canadian Accessible Transportation for Persons with Disabilities Regulations when SAS is operating a flight to or from Canada. More about your Canadian traveler and accessibility rights.

If you’re not happy with our services, let us know by using our feedback form and we’ll assist you. If your complaint is related to a journey to or from the US, you can also contact the SAS Complaints Resolution Official.

We’ll do our utmost to help you, but if you’re still dissatisfied with how we’ve handled your complaint, you can seek recourse at the responsible enforcement bodies below:

Special rules apply when travelling to or from the US, where 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.