Customer service plan

Scandinavian Airlines System (SAS)’s Customer Service Plan describes SAS’s customer service commitments consistent with US Department of Transportation regulations. Our Customer Service Plan is intended to provide you with information regarding SAS’s policies, procedures and methods for handling certain aspects of your travel on SAS. The Plan is explicitly separate from and not a part of SAS’s Conditions of Carriage This SAS Plan is adopted for all scheduled flights to and from the United States operated or exclusively marketed by SAS.

Effective: 28 October 2024

Customer service plan

Offers the lowest available fare

Notify you of known delays, cancellations and diversions

On time baggage delivery

Allow reservations to be held or canceled for a certain period after purchase.(*)

Provide prompt ticket refunds

Properly accommodate travelers with disabilities and other special needs.

Meet travelers’ essential needs during lengthy tarmac delays

Treat travelers fairly and consistently in the case of over-sale.

Disclose travel itinerary refund and cancellation policies, frequent flyer rules and aircraft configuration

Notifying customers in a timely manner of changes in their travel itineraries.

Ensure responsiveness to customer complaints.

Provide services to mitigate inconveniences resulting from cancellations and misconnections.

Customer service plan

Offers the lowest available fare

Notify you of known delays, cancellations and diversions

On time baggage delivery

Allow reservations to be held or canceled for a certain period after purchase.(*)

Provide prompt ticket refunds

Properly accommodate travelers with disabilities and other special needs.

Meet travelers’ essential needs during lengthy tarmac delays

Treat travelers fairly and consistently in the case of over-sale.

Disclose travel itinerary refund and cancellation policies, frequent flyer rules and aircraft configuration

Notifying customers in a timely manner of changes in their travel itineraries.

Ensure responsiveness to customer complaints.

Provide services to mitigate inconveniences resulting from cancellations and misconnections.