We realize that flight delays and cancellations can be frustrating and have a big impact on your travel plans and we are very sorry for this. However, sometimes we are left we no other choice.  In these challenging situations, simply knowing more about your options, what SAS is doing, and what your rights are is important and we recommend you read below information.

You can read below to see if you might be eligible for compensation due to a delayed or cancelled flight.  For detailed information regarding your rights, read our folder EU261/2004.

  If a flight operated by SAS is delayed or cancelled we will do our best to take care of you and keep you informed. We have dedicated teams working 24/7 to get you to your destination as soon as possible.   Please note, if you decide to make your own travel arrangement, SAS will not reimburse the new ticket.

Keep you updated
You can view the most up-to-date information about your flight by checking the flight information screens at the airport or on the SAS app and flysas.com. You can also check your itinerary at our website or SAS app.

Rebooking and refund 

We will do our utmost to get you to your destination as soon as possible. If possible, SAS will rebook you to the first available flight with SAS,  Star Alliance  or other partner under comparable conditions.

  If we have your correct contact information, you will receive an email or/and text message regarding your updated itinerary. You can also check your itinerary at our website or SAS app.

  If the itinerary we have booked for you is not suitable, please contact SAS Sales and Service by phone. On days with major irregularities, many customers will be affected, and this may lead to longer waiting time than usual. But please bear with us – we will do our best to help you as quickly as possible. Thanks for your patience. 

If you choose not to travel due to flight delay more than 3 hours or more on departure, you are entitled to a refund of your unused ticket. If you decide to make your own travel arrangement, SAS will not reimburse the new ticket. Always remember to cancel and refund your ticket if you decide to arrange your own new travel arrangement.

-If you booked your ticket via a Travel agent you need to contact them for refund. 
-If you booked your ticket with SAS please fill in and submit the form here

Please note, if you cancelled and refund your ticket, you are not entitled to care as food, drinks and accommodation.

Food and drinks 

SAS will cover reasonable costs for food, non-alcoholic drinks and 2 telephone calls during the delay. Depending on the situation, ground staff will issue meal vouchers to purchase food and drinks while you are waiting for your flight to depart. If you have additional costs not covered by vouchers, please remember, it is your responsibility to limit your costs and don’t forget to save your receipts.

You are entitled to above if a flight is cancelled or delayed and the delay is expected to last:

(a) two hours or more in the case of flights of 1500 kilometers or less; or
(b) three hours or more in the case of all intra-Community flights of more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers; or
(c) four hours or more in the case of all flights not falling under (a) or (b),

Accommodation and transport 

If you are delayed overnight and in need of accommodation, the ground staff at the airport will do their best to help you. If we are not able to provide accommodation for you, we ask you to make your own arrangement. We will reimburse for reasonable costs for a clean and comfortable, mid-range room at the present location. The exact definition of what is reasonable is always depending on the individual situation. Please remember, it is your responsibility to limit your costs and don’t forget to save your receipts.

We will reimburse the transport between the hotel and the airport if the flight is delayed until the next day, hence includes an overnight stay. We will also reimburse the cost for return tickets with airport trains, buses or local metro services to and from the airports. Additional costs for taxi will be reimbursed only if above transport is not available. Transportation with private limousines or equivalent will not be reimbursed.

Consequential losses 

As a general rule, SAS won’t cover any consequential losses, such as missed hotel stays, car rental, lost wages, vacation days, event tickets etc.

You should always check with your travel insurer if they will cover these costs

Note: SAS will not absorb costs such as, but not limited to, accommodation, food and surface/air transportation for voluntary rebookings e.g. change of departure or arrival destination. 

Making a claim 

If you are entitled to compensation in accordance with the regulation we will compensate you as soon as possible without any hassle. Since third parties usually charge a significant fee to help you with your claim it is more beneficial for you to make your claim directly with SAS.

SAS will provide equal handling regardless if a claim is submitted by a private customer or a third-party company.

You can submit your claim for expenses or compensation online.

Submit your claim here 

Passenger rights 

SAS strive for high customer satisfaction and to always interpret the present regulation in accordance with the primary law of the EU

If you have suffered from a cancelled or heavily delayed flight, the basic premise is that you as a passenger are entitled to compensation.

If, however, a cancellation or delay is caused by circumstances beyond SAS control – such as weather conditions, airport or airspace restrictions, political instability, security risks or strikes – you are not entitled to such compensation.

Please note that you, regardless of the above, still may qualify for care (i.e. expenses during the delay such as food and drinks at the airport).

If you are not eligible for compensation, check if your travel insurance and/or credit card provider might cover these costs.

For detailed information, read or folder EU261/2004 and our Terms and Conditions. 

Other helpful tips 
  • Buy travel insurance. There are many factors beyond your control that can affect your travel, such as inclement weather. Many of our customers have found that buying travel insurance is an affordable way to protect against problems that could occur when traveling. While coverage will vary by provider, the premiums are usually a small fraction of your ticket price and insurance can offset most or all costs incurred due to flight irregularities, baggage delays and even emergencies that happen while you're abroad. A personal policy will likely provide a greater level of cover than SAS and the regulations we follow.

  • Keep essential items in your carry-on bag. You can help yourself through a delay by keeping snack items, baby supplies, medicines, travel documents and other essential personal items in your carry-on bag for easy access.