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If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.
We are committed to doing our best to deliver your baggage on time. If your baggage is lost or damaged, you may be entitled to compensation under Canadian Air Passenger Protection Regulations.
If your baggage is delayed when traveling with SAS, you must report your missing baggage immediately at the airport or report your delayed baggage online. If you are seeking reimbursement for necessities during the delay, please contact SAS Customer Service by filling out our feedback form.
The complaint must be made in writing at the latest within 21 days from the date on which the baggage has been placed at your disposal. You are entitled to reimbursement for necessities during the delay, up to 1,131 Special Drawing Rights (SDRs) per passenger and the applicable baggage fee paid.
If your bags are not found after 21 days, you are entitled to reimbursement for the replacement value of your baggage, up to 1,131 Special Drawing Rights (SDRs) per passenger and the applicable baggage fee paid.
If your baggage is damaged when traveling with SAS, you must report and present your damaged baggage immediately at the airport. If you are seeking reimbursement for your damaged baggage, please contact SAS Customer Service by filling out our feedback form.
The complaint must be made in writing to the carrier forthwith after the discovery of the damage, and, at the latest, within seven days from the date of receipt of your checked in baggage.
You are entitled to reimbursement for the replacement value of your damaged baggage, up to 1,131 Special Drawing Rights (SDRs) per passenger and the applicable baggage fee paid.
Small musical instruments that fit in an overhead bin or under the seat in front can be taken in the cabin for your flight as a carry-on item if it fits in the carry-on baggage size requirement. The instrument case is considered one piece of carry-on. This means that you cannot bring another piece of carry-on baggage if you are flying in e.g. SAS Go.
During the flight, your instrument must remain stowed in the overhead bin, under the seat or in other approved locations. Ensure you pack your instruments securely in hard case bags or boxes.
If your instrument exceeds the carry-on baggage size requirement you need to check in your instrument. It will need to be in a hard-sided case and checked baggage fees will apply.
SAS provides the option to book and pay for an extra seat for your instrument. Please contact SAS Customer Service to book your ticket and reserve a seat for your musical instrument. The price for booking an additional seat varies and depends on the ticket type.
An instrument can be seated in the cabin as long as the minimum and maximum dimensions are met.
Your instrument may be subject to excess, overweight or oversize baggage fees.
A denied boarding occurs when you are unable to board a flight because the number of available seats on the flight is less than the number of passengers who have checked in by the required time, hold a confirmed reservation, have valid travel documentation, and are present at the boarding gate at the required boarding time.
Please refer to the carrier operating your flight to or from Canada for more information on your rights in denied boarding situations.
AA: American Airlines Conditions of Carriage
AC: Air Canada's Denied Boarding Policy
UA: United Airline's Contract of Carriage
If a flight to or from Canada is delayed or cancelled due to an unforeseen problem, the operating carrier of your flight will do its best to keep you well-informed at the airport and on board the affected aircraft.
Based on the information available, the airline will promptly provide timely updates, including the reason for the delay or cancellation:
Such information will be available:
On the operating carrier’s website through its Flight Status tool:
Airport Flight Information Display Systems will also display some information about delays and cancellations.
If due to unforeseen or uncontrollable circumstances, an aircraft on a flight to or from Canada is either unable to take off or be gated upon arrival and must wait for a gate to become available, a contingency plan has been developed by SAS partner airlines to meet the needs of our customers onboard both arriving and departing aircraft.
Please read our detailed information about your rights in case of a tarmac delay for Canadian flights.