Customer service plan

Our Call Center, web site - www.flysas.com/us and ticket offices will offer you the lowest fare available for which you are eligible for the date, flight and class of service requested. If you ask, our representatives will look for the lowest cost alternative itinerary if your travel schedule is flexible. Further, we will advise you when inquiring about a fare or to make a reservation that the lowest available fare offered by SAS may be available elsewhere (e.g., on our website) if that is the case.

Despite our efforts to maintain on-time performance, there may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. We know how important it is for you to learn of any changes from the timetables as soon as possible. When you are at the airport or onboard an affected aircraft, we will provide you with the best available information regarding known delays, cancellations and diversions.

When we become aware of a change in the status of a flight (such as a delay, cancellation or diversion), we will within 30 minutes, and every 30 minutes thereafter:

• Provide our gate agents, flight crew and other appropriate personnel the information that we know about flight delays, cancellations and diversions so that it can be provided to travelers and the public.

• Explain the reason for the delay, cancellation or diversion based on the information that we have.

• Update at the same time the information displayed at airport gates, other airport displays and airport kiosks to show flight status.

• Communicate such information on known delays, cancellations and diversions to you if you call SAS Customer Service and we will also update our website under Traffic information.

• For any delay, cancellation or diversion that occurs to an SAS operated flight starting from 22 hours before scheduled departure send an SMS/text message to all travelers who have provided their mobile phone number in their reservation as well as to any travelers who has subscribed to SAS Flight Info in the SAS App.

Please note:

• in order to receive an SMS-message, a mobile phone number must be registered as the first contact in the booking.

• that flights from certain cities do not offer the SAS Flight Info SMS-service. For general information about flight departure or arrival status, please refer to flysas.com

We will make every reasonable effort to deliver your checked luggage to the baggage claim area in the Arrivals Hall as promptly as possible after your flight has arrived. For international flights, if your checked bag(s) should be mishandled, we will make every reasonable effort to return the baggage within 15 or 30 hours as the circumstances require consistent with 14 CFR 260.5, compensating travelers for reasonable expenses that result due to delay in delivery as required by applicable international treaties for international flights, and reimbursing travelers for any fee charged to transport a bag if that bag is significantly delayed or lost as required by 14 CFR 260.5.

If your checked bag(s) should be mishandled, we will make every reasonable effort to retrieve them and deliver them to you within 24 hours. If your checked bag is not delivered to the baggage carousel at your arrival airport, a delayed baggage claim will be taken by SAS personnel within the baggage claim area.

Alternatively, you may contact SAS Customer Service at www.flysas.com/feedback to file a claim. SAS baggage claim representatives at the airport will also offer you immediate assistance sufficient to meet reasonable short-term needs, including issuance of an amenity kit. If you have incurred any direct expenses as a result of a baggage delay, we will reimburse you for reasonable and necessary out-of-pocket purchases in accordance with applicable international agreements for international flights. If your bag is lost, we will refund any fee charged for transporting that bag. For further information on claim time limitations, please reference the SAS Conditions of Carriage which may be found on www.flysas.com.

When making a reservation through the SAS Call Center, web site, www.flysas.com and SAS ticket offices:

• We will allow you to hold a reservation at the quoted fare without payment for up to 24 hours or, where immediate payment is required at the time of booking, to cancel the reservation, without penalty, and receive a 100 percent refund. If a reservation is made within 24 hours before departure, cancellation and refund of a ticket (SK/117-document) is permitted up to 12 hours before departure. After that, no refund is permitted unless you have purchased a refundable ticket or if a flight is cancelled or significantly delayed or changed as described in 14 CFR part 260. We will advise you which of the above applies at the time of booking or if a flight is cancelled or significantly delayed or changed.
  
  
  

When refunds are applicable, we will process requests in a timely manner and refund the purchase price according to the applicable fare rule, less any applicable service fees, to the original form of payment. When you purchase a ticket directly from SAS, and subsequently apply for a refund, you may contact the SAS Call Center by dialing (United States telephone number) 1 800 221 2350 Mon-Fri 09.00- 19.00 (all times are Eastern Time), Saturday 09.00-17.00 and Sunday 09:00 – 17:00, by contacting us via email at refunds-us@sasair.com, or request a refund directly on www.flysas.com. Tickets issued by a travel agent may be refunded directly by them or through any of the above.

(a) Provide Refund/Voucher Disclosure
We provide disclosure to our customers that customers are entitled to a refund if that is the case when offering alternative transportation, travel credits, vouchers, or other compensation in lieu of refunds consistent with the requirement in 14 CFR part 260. We also disclose any material restrictions, conditions, or limitations on travel credits, vouchers, or other compensation offered, regardless of whether consumers are entitled to a refund as described in 14 CFR part 260.8 and 14 CFR 262.8. If customers accept travel credits, vouchers, or other compensation in lieu of refunds, such compensation must be valid and redeemable for at least five years from the date of issue.

(b) Provide Credits and Vouchers For Serious Communicable Disease
Effective April 28, 2025, we provide to our customers, upon request, travel credits or vouchers that are transferrable and do not expire for at least five years from the date of issuance to a consumer due to a serious communicable disease impacting travel as described in 14 CFR part 262.

Prompt refunds means refunds shall be made within 7 business days after the earliest date the refund was requested as set forth in 14 CFR 260.6(a)(2) as required by 14 CFR 374.3 for credit card purchases, and within 20 calendar days after the earliest date the refund was requested for cash, check, debit card, or other forms of purchases.

Unless an automatic refund is due pursuant to 14 CFR part 260, we will expect you to produce complete documentation for all purchases, including excess baggage fees, whichever form of payment is involved. Any refundable taxes, fees and charges collected and shown on a ticket are also refundable.

Please make sure you or SAS have cancelled your reservation before requesting a refund and remember to provide the name, the address, the credit card number used for purchase, ticket number(s), the date of travel, departure, and destination cities. SAS may issue some refunds automatically when due pursuant to 14 CFR part 260.

We properly accommodate travelers with disabilities as required by part 382 of the U.S. Department of Transportation’s regulations and as set forth in SAS's policies and procedures. We properly refund travelers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability as required by 14 CFR 260.6(b).

We assist customers with special needs with full respect for their dignity and comfort, and in full compliance with all government rules and regulations applicable to our aircraft and services for transporting travelers with disabilities. We publish information on the services we offer to provide assistance to travelers with special needs and reduced mobility, including during lengthy tarmac delay events, and unaccompanied minors in a manner compatible with applicable safety regulations.

There are certain service requests which should be made in advance. Our website provides a feature for persons with disabilities to request disability accommodation services for future flights. This helps us plan ahead for your safe and comfortable travel. Please check our website for more details. If your travel includes another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.

Children under the age of 5 are not permitted to travel alone and must be accompanied on all flights by an adult. Children ages 5 to 11 may travel without an adult but are required to use our unaccompanied minor service. There is a fee for this service and some detailed paper work is required prior to travel. This service may not be permitted on some flights, such as connecting international flights or the last flight of the day.

Children ages 12-17 may travel alone (please note however that hotels may not accommodate children in this age category should an overnight hotel stay be required due to a flight misconnection). Please contact our call center or refer to our website (http://www.flysas.com/en/us/travel-info/other/optional-services/) for further information regarding SAS’ unaccompanied minor service.

Lengthy tarmac delays may sometimes occur after you have boarded the aircraft and have no access to the terminal due to weather, air traffic control, safety considerations, operations and other factors. SAS is committed to meeting customers' essential needs during lengthy tarmac delays as required by 14 CFR 259.4 and as provided for in its contingency plan, including providing travelers on an international flight experiencing a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours in duration, subject to certain exceptions. Should a lengthy tarmac delay occur, we will make every reasonable effort to meet your needs for snacks, water, lavatories, and access to medical treatment as consistent with safety and security concerns. We naturally try to avoid keeping you onboard in long delays. For more information see the SAS Contingency Plan for Lengthy Tarmac Delays.

Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time. This is called an over-sale situation, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft in place of a larger aircraft that was originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.

If your flight is in an over-sale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation (in an amount determined by SAS) and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to travelers in accordance with our company policy on boarding priority.

If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. In addition to furnishing a written statement, if we orally advise involuntarily bumped travelers that they are entitled to receive free or discounted transportation as denied boarding compensation, we will also orally advise the travelers of any material restrictions or conditions applicable to the free or discounted transportation and that they are entitled to choose a payment instead. You will generally be entitled to compensation and transportation on an alternate flight.

We make complete rules for the payment of compensation, as well as our policy about boarding priorities, available at airports we serve. We will follow these rules to ensure you are treated fairly.
Please be aware that if you do not check in on-time or do not meet certain other requirements you may be denied boarding without compensation.

We will provide our travelers with the following information relevant to their journey on our website, if you ask through our Call Center or contact our representatives at the airport:

• Disclosure of refund policies as required by 14 CFR part 260.

• Aircraft configuration, including seat size, lavatory availability and pitch ranges
  The important terms or conditions that apply to your ticket and travel including cancellation policies

• Any change of aircraft on a single flight with the same flight number
  Information about SAS’s frequent flyer program

• We will make every attempt to contact customers in a timely manner about changes in their travel itineraries, including when their flight is cancelled prior to the day of departure. In the event of a flight cancellation, significant delay or change, SAS will timely notify affected customers of the flight cancellation, significant delay or change and notify such customers of their right to receive a full refund and information relating to any alternative to a refund offered such as a voucher, credit or other form of compensation. SAS Customer Service will generally attempt to arrange for rebooking of a traveler’s itinerary and will advise travelers via email or via text message (if such contact information has been previously provided) of the new flight information.

• In the event of a flight cancellation on the day of departure at the airport, SAS will do everything possible to re-accommodate customers on the next SAS flight, provided space is available.

• Depending on the type of ticket purchased, the reason for the flight irregularity and availability, SAS is most instances, if needed, can re-book customers on other airlines.

SAS will respond to consumer problems as required by 14 CFR 259.7, including designating for its scheduled flights an employee who shall be responsible for monitoring the effects of flight delays, flight cancellations, and lengthy tarmac delays on travelers.

We know there can be times when a traveler is dissatisfied with some aspect of our service or products. If you have a complaint regarding our services or product we want to hear from you.

Information about where to direct your written complaint is on our website, on your e-ticket confirmation, and is available upon request at the airports we serve and at all accredited travel agencies. Should you write to inform us of your dissatisfaction with our service, under normal circumstances we will acknowledge your complaint within 7 days from the date of receipt and provide a resolution if possible.

If your complaint requires additional time in order to be handled properly, we will acknowledge your written complaint in writing within 30 days of receipt, and we will give you a substantive written response within 60 days of receiving your written complaint.

In order to reduce any inconvenience you experience during cancellations and misconnections we will:

• Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation;

• Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary; and

• Make available information about your rebooking through our website; at an airport kiosk, when available; and through our airport and Call Center representatives. We provide you with the appropriate assistance, such as refreshments, meals and accommodation, when facing delays beyond two hours, provided local conditions permit. Such assistance may not apply in exceptional situations that are beyond our control such as severe weather conditions, political unrest or long strikes in essential services. Also, it may not be provided if this would further delay flight departure.