EU Passenger rights

In case of cancellations, delays, downgrading and denied boarding. This Notice is required by Regulation 261/2004 of the European Parliament and of the Council of the European Union.

Introduction

We realize that flight delays and cancellations can be frustrating and have a significant 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 rights and what SAS is doing is important and we recommend you read the information below. This page informs you about your rights under EC Regulation No 261/2004 should this happen. However, it does not give you any additional contractual rights. This Regulation is applicable to all passengers departing from an airport within the EU and to all passengers traveling into an EU Member State on an EU carrier unless you have received assistance in the country of departure.

It is the operating carrier’s responsibility to meet these requirements. Here you can find information how to claim compensation or reimbursement under present Regulation in respect of a flight operated by SAS – Scandinavian
Airlines System. We will take all reasonable measures to get you to your destination as soon as possible. If we have your correct contact information, you will receive an email or/and text message regarding your updated itinerary.

The essential part of the air passenger rights is regulated by the European Regulation No 261/2004 which since the 17th February 2005 specifies the service SAS must provide and the amount of compensation we must pay to you if the flight is not operated as scheduled.

In case of denied boarding, cancellation or long delay of flights you may be entitled to compensation as well as to assistance. The rights referred to in this brochure applies under the following
circumstances:

• Your operating carrier is SAS – Scandinavian Airlines System (SK) and
  you have a confirmed reservation on the flight and you are fully checked in at the time indicated or, if no time is indicated, not later than 45 minutes before the time of departure and

• you are traveling on a fare available directly or indirectly to the public, or on a ticket issued under a frequent flyer program and

• You are traveling on a flight departing from an airport in the EU, or on a flight operated by a Community air carrier departing from an airport in a third country to an airport in the EU, unless you’ve received benefits or compensation and were given assistance in that third country.

Reimbursement/refund or re-routing

You will have the choice of either:

1. re-routing, under comparable transport conditions, to the final destination in your itinerary, at the earliest opportunity or at a later date at your convenience, subject to availability; or

2. reimbursement within seven days of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity. If you choose reimbursement of the ticket you will not be entitled to re-routing or any further assistance.

Assistance at the airport

In addition, you will be offered free of charge:

• meals and refreshments in reasonable relation to the waiting time,

• hotel accommodation in cases where an overnight stay becomes necessary,

• transport between the airport and place of accommodation (hotel or other)

• 2 telephone calls, telex, fax messages or e-mails.

If SAS fails to provide this assistance you may need to make your own arrangement and ask for repayment. It is very important that you keep your receipts for the expenditure.

Cancellation compensation

You’re entitled to compensation by the operating air carrier, unless you are informed about the cancellation:

• at least two weeks before the scheduled time of departure; or

• between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final
  destination less than four hours after the scheduled time of arrival; or

• less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less
  than two hours after the scheduled time of arrival.

The compensation cannot be paid at the airport and therefore you need to contact SAS Customer Service using our online form .

Compensation amounts

(A) €250 for flights of 1500 km or less; or

(B) €400 for flights within Europe of more than 1500 km, and for all other flights between 1500 and 3,500 km; or

(C) €600 for flights of 3500 km or more.

This compensation may be reduced by 50% if the arrival time of the alternative flight does not exceed the scheduled arrival time of the flight originally booked by 2 hours (flights falling under A), 3 hours (flights falling under B) or 4 hours (flights falling under C).

The airline operating the flight is not required to pay compensation if the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such extraordinary circumstances might occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings, air traffic management decisions and strikes that affect the operation of an operating air carrier.

This Regulation shall apply without prejudice to a passenger’s rights to further compensation. The compensation granted under this Regulation may be deducted from such compensation.

Reimbursement

If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may opt for reimbursement of the part or parts of the journey not made and for the part or parts already made if the flight no longer serves any useful purpose taking into consideration the original flight plan. You may also opt for a return flight to the first point of departure as noted on the ticket (if applicable).

Assistance at the airport

The assistance as described in this section is provided in the event that a flight is delayed beyond its scheduled time of departure; (a) for two hours or more in the case of flights of 1 500 kilometers or less; or (b) for three hours or more in the case of all intra-Community flights of more than 1 500 kilometers and of all other flights between 1 500 and 3 500 kilometers; or (c) for four hours or more in the case of all flights not falling under (a) or (b),

You’re entitled to receive the following free of charge:

• meals and refreshments in reasonable relation to the waiting time,

• hotel accommodation in cases where an overnight stay becomes necessary,

• transport between the airport and place of accommodation (hotel or other),

• telephone calls, telex, fax messages or e-mails.

If SAS fails to provide this assistance you may need to make your own arrangement and ask for repayment. It is very important that you keep your receipts for the expenditure.

Delay compensation

If you are delayed by 3 hours or more upon arrival you may be entitled to compensation.
The compensation cannot be paid at the airport and therefore you need to contact SAS Customer Service using our online form.

Compensation amounts

(A) €250 for flights of 1500 km or less; or

(B) €400 for flights within Europe of more than 1500 km, and for all other flights between 1500 and 3,500 km; or

(C) €600 for flights of 3500 km or more.

This compensation may be reduced by 50% if the arrival time of the alternative flight does not exceed the scheduled arrival time of the flight originally booked by 2 hours (flights falling under A), 3 hours (flights falling under B) or 4 hours (flights falling under C).

The airline operating the flight is not required to pay compensation if the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such extraordinary circumstances might occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings, air traffic management decisions and strikes that affect the operation of an operating air carrier.

This Regulation shall apply without prejudice to a passenger’s rights to further compensation. The compensation granted under this Regulation may be deducted from such compensation.

In the event of an overbooked flight, SAS will call for volunteers who are prepared to surrender their confirmed reservation in exchange for an agreed compensation. We will also offer the appropriate assistance as described below. If enough volunteers can’t be found and you are denied boarding against your will, you are entitled to denied boarding assistance and compensation providing you have met the latest check-in time requirements.

You are not entitled to this if there are reasonable grounds to deny you boarding, such as health reasons, safety reasons, or inadequate travel documentation.

Reimbursement/refund or re-routing

You will have the choice of either:

• re-routing, under comparable transport conditions, to the final destination in your itinerary, at the earliest opportunity or at a later date at your convenience, subject to availability; or

• reimbursement within seven days of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving
  any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

Assistance at the airport

In addition, you will be offered free of charge:

meals and refreshments in reasonable relation to the waiting time,
hotel accommodation in cases where an overnight stay becomes necessary,
transport between the airport and place of accommodation (hotel or other),
2 telephone calls, telex, fax messages or e-mails.

If SAS fails to provide this assistance you may need to make your own arrangement and ask for repayment. It is very important that you keep your receipts for the expenditure.

Denied boarding compensation

If you have been denied boarding against your will, compensation will be offered at the airport.

Compensation amounts

(A) €250 for flights of 1500 km or less; or
(B) €400 for flights within Europe of more than 1500 km, and for all other flights between 1500 and 3,500 km; or
(C) €600 for flights of 3500 km or more.

This compensation may be reduced by 50% if the arrival time of the alternative flight does not exceed the scheduled arrival time of the flight originally booked by 2 hours (flights falling under A), 3 hours (flights falling under B) or 4 hours (flights falling under C).

This Regulation shall apply without prejudice to a passenger’s rights to further compensation. The compensation granted under this Regulation may be deducted from such compensation. A Flights of 1500 km or less 250 EUR*
B Flights within the EU of more than 1 500 km and all other flights between 1 500 and 3 500 km 400 EUR* C Flights not falling under A or B 600 EUR*

If you are involuntarily placed in a lower class than what you’ve paid for, you may request reimbursement of:

• 30% of the ticket price for all flights of 1500 km or less, or

• 50% of the ticket price for all flights within the EU of more than 1500 km, and all other flights between 1500 and 3500 km, or

• 75% of the ticket price for all flights not falling under A or B.

To register your feedback, complaint, request for compensation and/or reimbursement please use our feedback form.

All requests regarding reimbursement and compensation must be addressed to the carrier that actually operated the flight or was supposed to operate the flight.

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. The European Commission advises passengers to contact directly the carrier and not to do it at a claim agency.

You can also send your complaint to: customercare@sas.se

If for any reason you are unhappy with our final response to your complaint, you can refer your complaint to any of the approved Alternative Dispute Resolution providers established within the Member States of the European Union. An Online Dispute Resolution platform has been set up by the European Commission which provides easy access to

Alternative Dispute Resolution (ADR): ec.europa.eu/consumers/odr/

National designated bodies:

Denmark

Trafikstyrelsen
Danish Transport Authority
Edvard Thomsens Vej 14
DK-2300 København S
Denmark

Norway

Luftfartstilsynet
CAA Norway P.O.Box 243
NO-8001 Bodø
Norway

Sweden

Konsumentverket/KO
Box 48
SE-65102 Karlstad
Sweden

For contact details for your National Enforcement Body (NEB), visit europa.eu.