Latest Updates

Page updated 2022-12-07 08:55:51 CET

Refunds, Reimbursements and Cancellations

We’re sorry that your journey has been disrupted.

For the quickest possible processing of your case, please note that there is a distinction between refund of tickets due to SAS cancelling the flight or the customer’s cancellation and reimbursements of extra costs such as hotel, meals, and alternative transport.

To apply for compensation here’s what to do:

  1. I’m applying for refund of cancelled tickets only: go to REFUND OF TICKETS below

  2. I’m applying for reimbursement of extra costs only: go to REIMBURSEMENT FOR ALTERNATIVE TRANSPORTATION, HOTELS AND MEALS below

  3. I’m applying for both refund of cancelled ticket(s) and reimbursement of extra costs: please submit two forms, one for ticket refund and one for reimbursement of costs. This way the ticket refund can be handled separately and within the 7-day deadline. This will not affect the total outcome of your application.

Our aim is to handle all refunds within 7 days. Due to the Pilot strike during summer 2022, it might take longer. We therefore kindly ask for your patience.  If your flight is canceled you are entitled to full refund of your ticket.

  • Go to My bookings to request a refund.
    More information regarding refund options.

  • If you received a refund confirmation, we have received your refund request and it is placed on queue for handling. 

  • If you received less amount refunded than expected, you might find the reason here, otherwise please contact SAS Customer Service.

  • To request a refund for a flight ticket booked through a travel agent or online travel agency, either contact them directly or you can fill out this form.

When we have processed your refund, you will receive an email with a refund notice. The notice states the amount that will be refunded to you.

You will receive the refund to your original method of payment. After you have received your refund notice it may take up to 5 business days until the refund is visible.


Voucher

If you have chosen a voucher as a refund option for travel with us in the future, you should receive your voucher within 7 days from your request.



Currently we have a very high amount of incoming cases. We have taken all precautions possible to meet this demand, one of these precautions includes employing more staff to all our customer service sites. Our aim is to get back to you as soon as possible. We kindly ask for your patience regarding your errand.

If you received an email with case number and the details of your claim, we have received your request and it is placed on queue for handling. We will evaluate your request and there after inform you about the amount of your potential reimbursement. You will receive your reimbursement to your chosen payment method.

Request reimbursement of transportation and other expenses.

For your information about your rights read more here:
If your flight is canceled
If your flight is delayed

We’re sorry that your journey has been disrupted. We’re doing everything we can to help you with your trip, a rebooking process starts immediately, and we will get back to you by SMS and email with information as soon as possible.

Passengers are advised to check their flight status before travelling to the airport.

Read more about your options and passenger rights If your flight is canceled or if your flight is delayed.

If you have booked your ticket via a Travel Agent, please contact them directly.

SAS Winter Traffic Program 2022-2023

SAS continues to open new routes and schedules more flights to popular destinations. During the coming winter, SAS will operate more than 170 routes to 90 destinations.

Read more here

Current situation in Ukraine

Due to the current situation in the region SAS has decided to pause all flights to Ukraine and Ukraine airspace until further notice.

Due to the closure of Russian airspace, SAS has decided to pause all flights between Denmark and Japan until end of March 2023.

As a consequence of the closure of Russian airspace, we are also making changes to routings for our flights to China resulting in longer flight times of approx. 2 hours.

The safety of passengers and employees always comes first for SAS. We are monitoring the situation closely and will update new information on this page.

We are sorry for any inconvenience this may cause you and do our best to minimize the effects to you.

Chapter 11

SAS and certain of its subsidiaries have voluntarily filed for chapter 11, a legal process for financial restructuring in the U.S. that will enable us to accelerate the implementation of key elements of our transformation plan, SAS FORWARD.

Our operations will continue as usual during this process and it will have no impact on our customers.

Please visit https://sasgroup.net/transformation for more information.

Covid19 related information

It is your responsibility to inform yourself about, and fulfill the latest Entry Requirements due to COVID-19 for your destination, return trip and any possible transit countries.

If you need more detailed information, contact your local authorities or the respective country's embassy.

Due to government mandates and restrictions, entry requirements can change at any time and with very little notice. Keep yourself up to date close to your departure.

Please be aware that if you fail to comply with all the entry requirements for your trip you may be denied boarding or refused entry to your destination. All costs connected to this will be covered by the passenger.

You can also keep yourself updated on the latest entry requirements via IATA Travel Center or Star Alliance.

(Updated 18 November 2022) Effective immediately until further notice

General requirement

See IATA Travel Center

For a summary of the requirements and also in the Chinese language see the link below:

Requirements for China 18 November 2022

COVID-19 Vaccine and Test requirements

Test requirements

If Journey start from Denmark:

All Passengers traveling to China, fully vaccinated and not fully vaccinated have to take a
PCR test in order to obtain the blue or green code with HS mark (for Chinese nationals) and an HD mark (foreign nationals) that allows entry the country.

All passengers must present:

  • 1 negative PCR test taken within 48 hours before departure

  • The results must be validated with time stamps.

If the passenger cannot produce the test and confirming QR code, then he/ she is not
allowed to travel.

The negative test certificate needs to be validated by the Chinese Embassy in the country of
origin to receive a HS code (Chinese citizens) or a HDC code (non-Chinese citizens).

If Journey starts from a Schengen country or NON- Schengen Country outside Denmark:

Transit passengers to China can choose to take a PCR test at the place of origin country or a
place at the transit within 48 hours before the departure of the direct flight to China and apply for a health code at the Chinese Embassy or Consulate in the corresponding country.
Passengers choose to apply for a health code in the Chinese Embassy in Denmark, please
upload the materials as required by those who fly directly to China from Denmark.

For more information see: See IATA Travel Center

Any costs in connection with refused entrance will be imposed on the passenger.

Note: (Efective 06 October2020) Due to the requirements from the Chinese authorities there will be an embargo for AVIH , PETC and unescorted WCHC for travel to Shanghai (PVG). The embargo is valid until further.

(Updated 19 September 2022)
Valid until further notice

Please note that entry restrictions may be subject to change on short notice. You are responsible for ensuring that you are allowed entry into the country you are travelling to or are in transit through. 

With immediate effect the following changes apply:

  • The requirement regarding COVID-19 tests is withdrawn for All passengers

  • Vaccine requirement for non -US citizens remains in place – no changes to requirement

  • The Attestation Form must be completed by All non - US citizens from the age of 2 years.

  • US citizens no longer need to complete the Attestation Form.

General requirement

See: IATA Travel Center


COVID-19 Vaccine and Test Requirements

All passengers from the age of 18 must present the following: 

  • A Vaccination certificate showing that they were fully vaccinated at least 15 days (day of vaccination + 14 days) before arrival. The vaccine shall be
    approved vaccines or authorized and World Health organization (WHO) emergency use listed EUL vaccines: (Astra Zeneca (SK Bioscinece) (Vaxzevria),
    Pfizer-BioNtech (Commirnaty), Moderna, Covishield, Covaxin, Covavax, Jansen/ J&J (single dose), Nuvaxovid, (Novavax), Sinopharm (BIBP) and Sinovac.  

A combination of these vaccines is accepted if administrated at least 17 days apart.

More information can be found at CDC – International travel during Covid19

  • Passenger Details (e.g. name and date of birth) in the certificate must match those stated in the passport or other travel document. 

  • Documentation must be verifiable (digital or paper) OR non-verifiable digital or paper). 
    -  Verifiable record, typically includes a QR code
    - Non-verifiable record is an official record not linked to an official database.  

  • Fully vaccinated mean one of the following: 
    - 2 weeks (14 days) since a person’s second dose in a 2-dose series of an accepted COVID-19 vaccine.
    - 2 weeks (14 days) since the person received 2 doses of any “mix-and-match” combination of accepted COVID-19 vaccines listed in table above.
    - 2 weeks (14 days) since a person received one dose of an accepted single-dose-series COVID-19 vaccine (e.g., Janssen/J&J)

This does not apply to: 

  • Nationals of the USA  

  • Residents of the USA

  • Passengers under 18 years

  • passengers with a letter issued by a doctor providing that the passenger is medically unable to receive the vaccine.

  • passengers with the following visas: A-1, A-2, C-2, C-3 (as a foreign government official or immediate family member of an official), E-1 (as an employee of TECRO or TECO or the employee’s immediate family members), G-1, G-2, G-3, G-4, NATO-1 through NATO-4, or NATO-6 (or seeking to enter as a nonimmigrant in one of those NATO classifications).

  • Members of the U.S Armed Forces, their spouses and children under 18 years.

  • Marchant seamen with one of the following visas: C, D, C1/D, B1, H or L.

  • This does not apply to passengers with a letter of invitation or other official document, issued by the USA, by other government or by the United Nations, traveling on duty.

Passenger Details (e.g. name and date of birth) in the certificate must match those stated in the passport or other travel document. 

Note: The Medical Certificate confirming Vaccine and negative test results must be presented before boarding, and failure to do so shall result in denied boarding.

For more information see: IATA Travel Center

Passengers are subject to COVID-19 measures set by the state/ territory of their final destination. For more information visit CDC’s webpage

Document Requirement:

Passenger Attestation Form 

  • All passengers 2 years of age or older must provide a separate attestation. Unless otherwise permitted by law, a parent or other authorized individual should attest on behalf of a passenger aged 2 to 17 years.

  • Passenger Attestation Form, mandatory for All non-US-citizens from 2 years of age

  • US citizens no longer need to complete the Attestation Form

  • Attestation Form valid from 19 SEP 2022: Attestation Form.

  • Print the Form, fill it in, and bring it with you to the airport at departure. 

  • The personal identifiers (e.g., name and date of birth) must match the personal identifiers on the passenger's passport or other travel documents.

  • The Passenger Attestation Form will be collected before boarding of your flight to the US

For more information on entry restrictions see:
IATA Travel Center TIMATIC
CDC - Find out if you can board a flight to the United States

Quarantine Requirements

Passengers could be subject to self-isolation or self-quarantine.
This does not apply to:
- passengers with a COVID-19 recovery certificate proving recovery in the past 90 days;
- passengers with a COVID-19 vaccination certificate showing that they were fully vaccinated at least 15 days (day of vaccination + 14 days) before arrival. Passenger details (e.g., name and date of birth) in the certificate must match those stated in the passport/travel document.
- Vaccines accepted are AstraZeneca (SK Bioscience), AstraZeneca (Vaxzevria), Covaxin, Covishield, Covovax, Janssen, Moderna (Spikevax), Nuvaxovid (Novavax), Pfizer-BioNTech (Comirnaty), Sinopharm (BIBP) and Sinovac. A combination of these vaccines is accepted if administered at least 17 days apart

More details can be found at https://www.cdc.gov/coronavirus/2019-ncov/travelers/international-travel-during-covid19.html

Any costs in connection with denied boarding or refused entrance will be imposed on the passenger.

(Updated 23NOV22)

FACE MASK ONBOARD SAS FLIGHTS to/from China

The requirement for mandatory face masks is removed from all SAS flights, except for flights to/from China.

SAS is continuously following the recommendations from EASA regarding mandatory use of face masks on all other SAS flights.

When Face Mask required:

  • All passengers from 6 years of age must wear facemask from boarding, during the entire flight until disembarking.

  • Passengers without a face mask will be denied boarding.

  • SAS recommends that passengers bring masks in order to change the mask after four hours of use, as well as bringing along extra masks.

  • It is important to be aware that you may be required to wear a mask at your destination.

You must bring your own face mask that covers nose and mouth. SAS accepts single-use medical face masks. Homemade face masks or fabric masks / cloth face coverings are not accepted.

Wearing a face mask is mandatory for the entire journey, from onboarding until you leave the aircraft. Face masks that are allowed on board include single-use masks of FFP2, KN95, N95 standards or surgical masks such as IIR or similar. Protection made out of cloth, visors or covers with ventilation valves are not permitted on board.

For passengers that states they are exempted to wear a face mask onboard the following applies:

  • A document from a medical doctor must be shown that states the reason for not wearing a face mask and must be written in a Scandinavian language or in English and shall not be older than three months.

  • Also, a proof of a negative SARS Cov-2 test (PCR or Antigen test) not older then 48 hours must be presented (Effective from 15 February 2021.)


Read more about SAS Safe Travel

Face Mask at Airports

SAS strongly recommend all customers to check the requirements of wearing face mask at airports when traveling.

If you or a travel companion in the same reservation are tested positive for COVID19 within 7 days of departure, with totally unused tickets for travel to/from US/CA or Asia have the option to receive a SAS Travel voucher.

Contact SAS customer service to receive a SAS Travel voucher.

The SAS Travel voucher will cover the ticket/bookings value. SAS Travel Voucher is a non-refundable voucher.

If you have partially used tickets You may get assistance to rebook your flight without a rebooking fee. In case of rebooking to a higher fare, the difference between the fare paid and the higher fare will be added. 

If you have made your reservation through a travel agent, please contact them for available options.

Special entry requirements

Effective immediately 13 October 2022, Until Further Notice

Due to the outbreak of Ebola in Uganda, a requirement by federal law in the USA restricts all passengers who have been in Uganda the past 21 days, to only travel to or via the below five approved airports/destinations in the USA:

  • Atlanta (ATL),

  • Chicago (ORD),

  • Newark (EWR),

  • John F Kennedy (JFK) and

  • Washington Dulles (IAD)

This means that passengers who have been to Uganda the last 21 days, traveling to Boston (BOS), Miami (MIA), Los Angeles (LAX) and San Fransisco (SFO) must be rebooked to or via one of the above approved airports.

Rebooking

According to applicable ticket rules.

Passengers traveling on non-changeable tickets or tickets with change fee etc, must bear the full cost of a new ticket, change fee and/or accommodation themselves.

Other

From 19th of September 2022 there will be some renovation in the Gold Lounge kitchen due to a water leakage. Temporarily, we will replace glasses, cutlery, and chinaware with disposable items.
We apologize for this.

Information about African Swine Fever when travelling to, from or via Germany, Italy, Belgium, Bulgaria, Slovakia, Estonia, Hungary, Latvia, Lithuania, Poland and Romania and other high risk areas.

 Due to the current development of African Swine Fever, please note the following:

  • Do not transport pigs or products of pig origin. If you do, you must report it to the transport authorities.

  • Be sure to dispose of your leftover meals in suitable and closed bins.

There is currently no vaccine for African Swine Fever in Europe, so prevention measures are the only way to stop the spread of this, for pigs, deadly disease.

For more information about ASF: www.efsa.europa.eu/en/topics/topic/african-swine-fever.