Canadian Air Passenger Protection Rules

If you are denied boarding, your flight is cancelled or delayed at least two hours, or if your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations.

SAS also publish our tariffs on our website. The tariff set out terms and conditions of carriage that apply to your travel. You may view these documents online or ask us for a copy.
For more information about your passenger rights, please contact SAS, or visit the Canadian Transportation Agency's website.

Protection des passagers aériens - Connaissez vos droits

Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité.

Les transporteurs aériens publient également leurs tarifs sur leurs sites Web. Il s’y trouve des conditions de transport importantes qui s’appliquent à votre voyage. Vous pouvez consulter ces documents en ligne ou en demander une copie à votre transporteur.
Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.

Lost, delayed or damaged baggage

We transport your baggage with care. But sometimes things don’t go as planned. You may be entitled to reimbursement under the Canadian Air Passenger Protection Regulations if your baggage is lost, delayed or damaged.

Read more about your rights in case of a delayed, lost or damaged baggage here.
When travelling to and from Canada, you are always entitled to a refund of the applicable baggage fee paid in case of a damaged or lost bag.

Baggage policy for musical instruments

Find out more about SAS Baggage Policy for musical instruments here.
When travelling to and from Canada, you are always entitled to a refund of the applicable baggage fee paid in case of a damaged or lost bag.

Denied boarding

A denied boarding occurs when you are not permitted to occupy a seat on board a flight because the number of seats that may be occupied on the flight is less than the number of passengers who have checked in by the required time, hold a confirmed reservation and valid travel documentation and are present at the boarding gate at the required boarding time.
Denied boarding does not include situations where the transport is refused due to lack of valid passport or travel documents or when a passenger arrives late at the gate.

The need to deny boarding to a passenger could occur for reasons outside our control, reasons within our control but required for safety reasons or reasons within our control.
Before denying boarding to any passenger for reasons within our control or required for safety, we will first seek volunteers. If you volunteer to get rebooked to a later flight, we will put in writing the benefits that you agreed to prior to the departure.

If denial of boarding is necessary, we will give priority for boarding to passengers in the following order: an unaccompanied minor, a person with a disability and their support person, service dog or other service animal, or emotional support animal, if any, a passenger who is travelling with family members, a passenger who was previously denied boarding on the same ticket. We will not deny boarding to a passenger who is already on-board the aircraft unless the denial of boarding is required for reasons of safety.

If you are denied boarding on a flight to or from Canada due to circumstances outside our control

SAS, as your operating carrier, will help you with the following standards of treatment:

Rebooking

• If we are unable to offer you a rebooking with departure within 48 hours of the end of the event that caused the denied boarding, we will seek rebooking options among other airlines.

• If there are no rebooking options available with departure within 48 hours of the end of the event that caused the denied boarding, we will also seek rebooking options on other airports nearby.

To the extent possible, the alternate travel arrangement will provide services that are comparable to those of the original ticket. If a higher class of service is booked than was originally provided for on the original ticket, we will not request supplementary payment from you.

If you are denied boarding on a flight to or from Canada due to circumstances within our control but required for safety reasons

SAS, as your operating carrier, will help you with the following standards of treatment:

During the waiting time

• If you must wait for your rebooking option for more than 2 hours, we will cover your costs for food and drinks in reasonable quantitates during the delay.

• If you must wait for your rebooking option for more than 2 hours, we will also cover your costs for WiFi.

• If you must wait for your rebooking option overnight, we will also cover your reasonable cost for accommodations and transportation to and from the airport during the waiting time.

Rebooking or refund

• If you are denied boarding and the reason for the denial is inside our control, we will offer you a rebooking to the next available flight operated by us or another airline that we have a commercial agreement with which departs within 9 hours of the departure time of the original ticket.

• If we are not able to provide an alternate arrangement departing within 9 hours of the departure time of the original ticket, we will offer you a rebooking to the next available flight operated by us or another airline.

• If there are no rebooking options available with departure within 48 hours, we will also seek rebooking options on other airports nearby and provide transportation to such airport.

• If our rebooking options does not match your travel needs or if there is no longer any purpose to the travel because of the disruption, you are entitled to a refund instead of a rebooking.

• If our rebooking options does not match your travel needs and you are no longer at the point of origin that is indicated on the ticket and there is no longer any purpose to the travel because of the disruption, you are entitled to a refund of the unused part of the ticket and a return to your point of departure.

• We will refund the cost of any additional services you have purchased in connection with your original ticket if you did not receive those services on the alternate flight or if you paid for those services a second time.

• If the alternate travel arrangements provide for a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

• Any refund will be issued by the method used for original payment and to the person who purchased the ticket or additional service within 30 days after the day on which SAS became obligated to provide the refund.

If you are denied boarding on a flight to or from Canada which is caused by circumstances inside our control and is not required for safety

You are entitled to the same standards of treatments and the same rebooking and refund options that applies in case of a denied boarding caused by circumstances within our control but required for safety reasons and that is described above.

You are also entitled to the following Denied Boarding Compensation. The amount depends on the total delay to your final destination.

Total delay at arrival to final destination stated in your ticket:

• 0-6 hours – CAD 900

• 6-9 hours – CAD 1800

• 9+ hours – CAD 2400

In case you are denied boarding due to the above reason, we will provide you with a written confirmation of the amount of the compensation that is owed.

Flight disruptions

If a flight to or from Canada is delayed or cancelled due to unexpected reasons, we will make sure that you stay updated and are well informed. We will provide you with updates based on available information, including the reason for the delay or cancellation:

• At the time we are aware of a delay or cancellation, and

• Every 30 minutes until a new time of departure has been set, or you have been rebooked to alternative travel arrangements, and

• When new information is available.

Compensation in case of a flight disruption

If you have suffered from a cancelled or a heavily delayed flight, you are entitled to certain standards of treatment, depending on the length and the reason for the cancellation or delay. In some cases, you are also entitled to compensation.

In case of a cancellation or a delay that exceeds 3 hours, that was caused by circumstances outside our control*

We, as your operating carrier, will help you with the following standards of treatment:

Rebooking

• In case of a cancellation or a delay that exceeds 3 hours, we will rebook you to another flight in the same service class, operated by us or an airline that we have a commercial agreement with to ensure that you can continue your trip as soon as possible.

• If we are unable to offer you a rebooking with departure within 48 hours of the end of the event that caused the cancellation or delay, we will seek rebooking options among other airlines.

• If there are no rebooking options available with departure within 48 hours of the end of the event that caused the cancellation or delay, you will have the right to choose between a refund or a rebooking. If you prefer to be rebooked, we will also seek rebooking options on other airports within a reasonable distance and provide transportation to such airport.

• To the extent possible, the alternate travel arrangement will provide services that are comparable to those of the original ticket.

• If a higher class of service is booked than was originally provided for on the original ticket, we will not request supplementary payment from you.

• If you prefer a refund, we will refund any unused portion of the ticket, including any unused ancillary services. Any refund will be issued by the method used for original payment and to the person who purchased the ticket or additional service within 30 days after the day on which SAS became obligated to provide the refund.

In case of a cancellation or a delay, that was caused by circumstances within our control but required for safety reasons**

We, as your operating carrier, will help you with the following standards of treatment:

During the delay

• If your flight is delayed more than 2 hours, or you must wait for your rebooking option for more than 2 hours, we will cover your costs for food and drinks in reasonable quantitates during the delay.

• If your flight is delayed for more than 2 hours, or you must wait for your rebooking option for more than 2 hours, we will cover your costs for WiFi.

• If you are delayed overnight, we will also cover your reasonable cost for accommodations and transportation to and from the airport during the delay.

Rebooking or refund

• In case of a cancellation or a delay that exceeds 3 hours, we will rebook you to another flight in the same service class, operated by us or an airline that we have a commercial agreement with to ensure that you can continue your trip as soon as possible.

• If we are not able to provide an alternate arrangement departing within 9 hours of the departure time of the original ticket, we will offer you a rebooking to the next available flight operated by us or another airline.

• If there are no rebooking options available with departure within 48 hours, we will also seek rebooking options on other airports nearby and provide transportation to such airport.

• If our rebooking options doesn’t match your travel needs or if there is no longer any purpose to the travel because of the disruption, you are entitled to a refund instead of a rebooking and a compensation of CAD 400.

• If our rebooking options does not match your travel needs and you are no longer at the point of origin that is indicated on the ticket and there is no longer any purpose to the travel because of the disruption, you are entitled to a refund of the unused part of the ticket and a return to your point of departure and a compensation of CAD 400.

• We will refund the cost of any additional services you have purchased in connection with your original ticket if you did not receive those services on the alternate flight or if you paid for those services a second time.

• If the alternate travel arrangements provide for a lower class of service than the original ticket, we will refund the difference in the cost of the applicable portion of the ticket.

• If you prefer a refund, we will refund any unused portion of the ticket, including any unused ancillary services. Any refund will be issued by the method used for original payment and to the person who purchased the ticket or additional service within 30 days after the day on which SAS became obligated to provide the refund.

In case of a delay or cancellation caused by circumstances inside our control*** and not required for safety

You are entitled to the same standards of treatments and the same rebooking and refund options that applies in case of a cancellation or a delay caused by circumstances within our control but required for safety reasons and that is described above.

If the delay or cancellation was caused by circumstances inside our control and not required for safety, you are also entitled to the following compensation in case you were informed about the cancelled or delayed flight less than 14 days before your original scheduled time of departure. The amount depends on the total delay to your final destination.

Total delay at arrival to final destination stated in your ticket:

• 3-6 hours delay – CAD 400

• 6-9 hours delay – CAD 700

• 9+ hours delay – CAD 1000

*Circumstances outside our control: Such as war or political instability; illegal acts or sabotage; meteorological conditions or natural disasters that make the safe operation of the aircraft impossible; instructions from air traffic control; a Notice to Airmen (as defined in the Canadian Aviation Regulations); a security threat; airport operation issues; a medical emergency; a collision with wildlife; a labour disruption within the carrier or within an essential service provider such as an airport or an air navigation service provider; a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer of the aircraft concerned, or by a competent authority; and an order or instruction from an official of a state or a law enforcement agency or from a person responsible for airport security.

**Circumstances inside our control but required for safety: Such as unforeseen events legally required to reduce safety risk to passengers, including mechanical problems. It does not include scheduled maintenance or mechanical problems identified during scheduled maintenance. Safety decisions made by the pilot and those made under an airline's Safety Management System falls also within this category.

***Circumstance inside our control and not required for safety: Any situation not covered by the two categories above. For example, they include commercial overbooking; scheduled maintenance of an aircraft that is necessary to comply with legal requirements; or mechanical malfunction of the aircraft identified during scheduled maintenance.

Seating of children

On a flight to or from Canada we will seat children under 14 near their parent, guardian or tutor free of charge. Please let us know at check-in or, at the latest, at the boarding and we will help you to be seated in accordance with below provisions.

• If your child is under the age of 5, he or she will be seated next to its parent, guardian or tutor.

• If your child is between the age of 5 to 11, he or she will be seated in the same row as its parent, guardian or tutor. It will not be more than 1 seat between the child and its parent, guardian or tutor.

• If your child is between 12 to 13, he or she will be seated maximum 1 row from its parent, guardian or tutor.

Children under the age of 5 years must always travel together with an accompanying person who is at least 16 years old. If your child above 5 years old needs to travel without company, find the information about our Unaccompanied Minor service here.

Tarmac delays

A contingency plan has been developed by SAS and SAS partner airlines if an aircraft will have to stay longer than planned at tarmac due to unforeseen circumstances.
Please read our detailed information about your rights in case of a tarmac delay for Canadian flights.

Time limitations

You must file your claim for compensation within 1 year from the date of the flight occurrence. We must handle your claim within 30 days from the date when your claim was filed. If you are not happy with the handling of your claim, you are welcome to file a complaint to the Canadian Transport Agency.

Please note that you are not entitled to receive compensation if you have already been paid under another passenger rights regulation for the same event.

We do everything we can to make your trip as easy and comfortable as possible, whatever your needs or abilities. As a Large Foreign Carrier, SAS is subject to Part 2 of the Accessible Transportation for Persons with Disabilities Regulations. The following information applies on flights where SAS is your operating carrier.

We will do our outmost to secure that you receive the service that you need. Contact us well in advance, and at least 48 hours before departure if you need to transport a mobility aid, bring your service dog or request assistance. Read more about how to order assistance here.

Weight and height limitations on our aircraft types operating to and from Canada,

Airbus 321 NX

Mobility aid;

• Maximum weight: 149 kg

• Maximum height: 114 cm, width: 60 cm, depth: 150 cm

Cargo door;

• Maximum width: 181 cm, height: 119 cm

Airbus 330-300, Airbus 350-900

Mobility aid;

• Maximum weight: 149 kg

• Maximum height: 163 cm, width: 156 cm, depth: 153 cm

Cargo door;

• Maximum cargo door width: N/A, height: N/A

Note: The Maximum mobility aid width is set due to restricted loading equipment.
We will make every reasonable effort to transport your mobility aid, but please be aware that we would need to refuse transportation in the following situations:

• If the weight or size of the mobility aid exceeds the capacity of lifts or ramps, or

• If the doors to baggage compartments are too small for the mobility aid, or

• If the transportation of the mobility aid would jeopardize aircraft airworthiness or violate safety regulations.

In case your mobility aid exceeds above restrictions you must send your equipment as cargo. Visit Trustforwarding in order to arrange the transportation of your mobility aid as cargo.

Dissemble and reassemble your mobility aid

Where a mobility aid needs to be disassembled and reassembled in order for it to be transported with the person who needs it, SAS requires that you provide us with instructions and specialized tools for the disassembly and reassembly of the mobility aid by filling out the form Handling Advice for Electric Powered Mobility Aids (PDF, 125KB).

Advice to international passengers on carrier liability

Passengers on a journey involving an ultimate destination or a stop in a country other than the country of departure are advised that international treaties known as the Montreal Convention, or its predecessor, the Warsaw Convention, including its amendments, may apply to the entire journey, including any portion thereof within a country. For such passengers, the treaty, including special contracts of carriage embodied in applicable tariffs, governs and may limit the liability of the carrier in respect of death or injury to passengers, and for destruction or loss of, or damage to, baggage, and for delay of passengers and baggage.

Mobility aids are considered as baggage for transportation on an international service for purposes of limits of liability. The air carrier will advise the person of the option to make a special declaration of interest, under Article 22(2) of the Montreal Convention or under Article 22(2) of the Warsaw Convention, that sets out the monetary value of the mobility aid and a description of its identifying features.

SAS will offer, at no additional charge, to a person with a disability the option to make the special declaration of interest, at any time before the mobility aid is removed by the carrier for storage in the aircraft’s baggage compartment.

In case you are not happy with our services, you are welcome to contact Customer Service. If you are not happy with the handling of your claim, you are welcome to file a complaint to the Canadian Transport Agency.

Severe allergy

In case you have any severe allergy, please let us know in advance so that we can do our outmost to secure that you are seated far away from the allergen. Inform gate staff before boarding any flight to or from Canada and let cabin crew know immediately when you are onboard.

Contact forms

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

Contact Us

You are always welcome to call Customer Service in case you need to get in contact with us. As an alternative you could get answers to your questions quickly and easily by chatting with Customer Service.

Tariffs for travel between Canada and other countries

Canada General conditions of carriage and tariffs (PDF) (PDF, 1.1MB)