Assistance
We do everything we can to make your trip as easy and comfortable as possible, regardless of your needs or abilities and we understand if you need a little extra support or assistance during your travel.
Good to know
Assistance is subject to availability.
You need to request assistance at least 48 hours before departure.
Your request must be approved before departure to guarantee assistance.
Plan for extra time for check-in and security. For European flights, we recommend arriving at the check-in counter at least 2 hours before departure and at least 3 hours before departure for flights to Asia and North America.
How to request assistance
For SAS-operated flights, you can request assistance under My bookings once you’ve booked your flight.
Select the type of assistance you need (wheelchair, visual or hearing).
For wheelchair service, select type of service, e.g. ramp (WCHR), steps (WCHS) or carry (WCHC) and also indicate if you’re traveling with your own mobility device.
Request visual and hearing assistance if you have a hearing, visual, cognitive or developmental disability.
Select if you’re traveling with a service animal.
For flights operated by other airlines, please fill in the following forms:
Service animals (not valid for flights to / from the US)
Wheelchair assistance
If you're traveling with your own wheelchair, or you need extra help getting from check-in to the gate, you can request wheelchair assistance under My bookings or by calling SAS Customer Service. Remember to request assistance and / or add your wheelchair to your booking well before your journey.
We can offer the following assistance:
WCHR (ramp) - traveler can walk up / down steps and to/from seat unaided. He/she requires a wheelchair to/from the aircraft.
WCHS (steps)- traveler can’t walk up / down steps, but can walk to / from seat unaided. He/she requires a wheelchair to / from the aircraft and must be carried up / down steps.
WCHC (carry)- traveler requires a wheelchair to/from the aircraft and must be carried up/down steps and to/from seat.
You may bring a wheelchair or walker onboard free of charge.
If your physical aid or equipment requires extra space due to weight or size, let us know when you book your trip.
Depending on the aircraft, there may be restrictions on the type of equipment you can bring on board.
Sometimes, we need to change aircraft. If this affects your ability to travel with a physical aid or equipment, you’ll be offered another flight.
For safety reasons, travelers with reduced mobility cannot be seated in an exit row, as to sit there, you need to be able to help cabin crew in an emergency, for example, to open the aircraft door if needed.
On board your flight
We’ll do everything we can to make you as comfortable as possible, and our cabin staff can assist you with most things. Here’s what you can expect when you travel with us:
Accessibility onboard
On A330 Enhanced / A350 aircraft:
A special wheelchair to move to / from the toilet.
At least one accessible toilet with extra space and special handles for enhanced support.
Priority stowage for one adult-sized wheelchair in onboard closet.
On A330 aircraft:
A special wheelchair to move to / from the toilet.
Toilets in SAS Business are larger and have wider doors.
Priority stowage for one adult-sized wheelchair in onboard closet.
On A321NX / 32Q aircraft:
A special wheelchair to move to / from the toilet.
At least one toilet fitted with a special handle for enhanced support.
No priority stowage for wheelchair.
On domestic and European routes:
No special wheelchair available.
Standard-size toilets fitted with special handle for enhanced support.
SAS’ cabin crew cannot assist with lifting or carrying you, helping you eat meals, administering or monitoring medication or assisting with visits to the toilet. You can read more under Hidden disabilities
Movable armrests
A350-900
Rows 1, 3, 5, 7, 9; A/D/H and rows 2, 4, 6, 8, 10; F
Rows 20 to 23; B/C/F/G
Rows 31 to 39; A/B/C/D/E/F/G/H/J and rows 41 to 56; A/B/C/D/E/F/G/H/J
A330-300
Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F
Rows 20 to 27; B/D/F/G
Rows 31 to 37; A/B/C/D/E/F/G/H, row 41; A/B/G/H, rows 42 to 51; A/B/C/D/E/F/G/H, row 52; A/B/G/H, rows 53 to 55; A/B/D/E/F/G/H and
row 56; G/H
A330-300 E (enhanced)
Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F
Rows 20 to 27; B/D/F/G
Rows 31 to 36; A/B/C/D/E/F/G/H
A350-900
Rows 1, 3, 5, 7, 9; A/D/H and rows 2, 4, 6, 8, 10; F
Rows 20 to 23; B/C/F/G
Rows 31 to 39; A/B/C/D/E/F/G/H/J and rows 41 to 56; A/B/C/D/E/F/G/H/J
A330-300
Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F
Rows 20 to 27; B/D/F/G
Rows 31 to 37; A/B/C/D/E/F/G/H, row 41; A/B/G/H; rows 42 to 51; A/B/C/D/E/F/G/H, row 52; A/B/G/H, rows 53 to 55; A/B/D/E/F/G/H and row 56; G/H
A330-300 E (enhanced)
Rows 1, 3, 5, 7; A/D/H and rows 2, 4, 6, 8; F
Rows 20 to 27; B/D/F/G
Rows 31 to 36; A/B/C/D/E/F/G/H, rows 42 to 52; A/B/C/D/E/F/G/H, row 53; A/B, rows 54 to 56; A/B/D/E/F and row 57; A/B
A321NX
Rows 1, 3, 5, 7; C/D
Rows 20 through 22; C/D
Rows 32 to 49; A/B/C/D/E/F, row 50; D/E/F, rows 42 to 52; A/B/C/D/E/F/G/H, row 53; A/B, rows 54 to 56; A/B/D/E/F and row 57; A/B
A321NX
Rows 1, 3, 5, 7; C/D
Rows 20 to 22; C/D
Rows 32 to 49; A/B/C/D/E/F and row 50; D/E/F
Weight and size limitations for mobility aids
There are some limitations regarding size and weight of your mobility aid on different aircraft types.
Airbus 321NX (To/from Canada and US)
Max. height 110 cm, width 60, length 154 cm
Max. weight (kg) per colli: 80 kg
Max. 2 per aircraft
319, 320, 32A, 32N, 320L
Max. height 110 cm, width 130, length 154 cm
Max. weight (kg) per colli: 250 kg
Max. 6 per aircraft
A330 and A350
Max. height 158 cm, width 146, length 143 cm
Max. weight (kg) per colli: 250 kg
Max. 14 per aircraft
333 / 343 / 359
Max. size (cm): 153 x 115 x 163 cm
Max. weight (kg) per colli: 149 kg
321
Max. size (cm): 153 x 156 x 114 cm
Max. weight (kg) per colli: 149 kg
B737
Max. height 84 cm, width 94, length 70 cm
Max. weight (kg) per colli: 250 kg
Max. 3 per aircraft
736, 73G, 73H, 73W, 738
Max. size (cm): 127 x 114 x 86 cm
Max. weight (kg) per colli: 149 kg
AT7
Max. size (cm): 95 x 70 x 140 cm
Max. weight (kg) per colli: 200 kg
ATR72
Max. size cm height 120, width 60, length 120 cm
Max. weight (kg) per colli: 80 kg
Max. 1 per aircraft
CR9, AR8, DH4, 223
Max. size (cm): 180 x 85 x 65 cm
Max. weight (kg) per colli: 80 kg
CRJ900/1000
Max. size (cm): height 65 cm, width 94, length 70 cm
Max. weight (kg) per colli: 80 kg
Max. 1 per aircraft
E195
Max. size (cm): Height 66 cm, width 91, length 110 cm
Max. weight (kg) per colli: 80 kg
Max. 2 per aircraft
We welcome fully trained service dogs that are individually trained to perform tasks for or assist an individual with a disability in the cabin if they meet the requirements.
How to request a service dog
Make a request to reserve space for your dog under My Bookings.
The option to book a service animal won’t be shown under My bookings if we can't accommodate your service dog on this flight.
Once your service dog is confirmed you'll need to provide us with more detailed information about the health, training, and behavior of the service dog by filling out the forms below depending on where you are traveling.
Good to know
Service dogs can travel free of charge in the cabin on all of our flights.
subject to availability.We recommend that you make a request at least 48 hours before departure, so that we can make the necessary arrangements to create a smooth journey.
One service dog per person is permitted, except when traveling to the US where qualified travelers with disabilities may travel with a maximum of 2 service dogs.
Service dogs must be on duty and easily identified (i.e. wearing a vest).
Service dogs can't:
Be seated in an exit row or block the aisles.
Occupy a seat or eat from tray tables.
Size of service dogs
Your service dog must lie or sit in the floor space in front of you without protruding into the aisle. If your service dog doesn’t fit within the allowed space, you may need to:
Rebook to a flight with more open seats.
Buy an extra seat for more space and comfort. Please note that your dog must still be seated on the floor.
Behavior of service dog
Your dog must be trained to obey to your commands and behave appropriately in a public space (i.e. no barking, growling or jumping on people or other animals).
Service dogs must always be in your control (on leash and/or harness).
You are liable for any damage / extra costs that arise from transporting your service dog.
If your dog does not behave in a suitable manner, the dog will be considered a pet and all requirements and related fees will apply.
All flights except to the US
The conditions and rules of transport are different in each country. Please ensure your service dog has all the necessary documentation required for travel.
When your request is confirmed, complete 2 copies of the Certificate for transportation of Animals (DOC, 113KB) to present at the check-in counter except when you travel domestically in Denmark, Norway or Sweden.
You must also be prepared to show the following documentation during your journey:
Medical / mental health certificate from a licensed health professional that verifies the need for the service dog.
Veterinary health declaration, including required vaccination records.
An identification card or other document issued by an organization or person specialized in service dog training that identifies the person with the disability and attests that the service dog has been individually trained by the organization or person to perform a task to assist the person with a disability with a need related to their disability.
Flights to / from the US
In accordance with the regulations of the US Department of Transportation (DOT) for direct flights to / from the US, travelers may travel with 2 service dogs at no charge. Read more about traveling with service dogs on DOT’s website.
You must complete 2 copies of each of the following forms before departure and present them when you check in at the airport:
U.S Department of Transportation Service Animal Air Transportation Form (PDF, 184KB)
U.S Department of Transportation Service Animal Relief Attestation Form (PDF, 184KB)
You’ll also need to present all the relevant documents when you arrive at your destination.
Connecting flights
If you have a connecting flight outside of the US, you must also complete 2 copies of the
Certificate for transportation of Animals (DOC, 113KB) except when you travel domestically in Denmark, Norway and Sweden.
Refusal to transport
SAS may refuse to transport a service dog in accordance with the US Department of Transportation regulations in the following circumstances:
The service dog represents a direct danger to the health or safety of another person.
The service dog significantly disrupts the cabin or gate area of the airport or its behavior in the aircraft or in the gate area of the airport suggests that it has not been adequately trained to behave appropriately in public areas.
The carriage of the assistance dog violates applicable safety or health requirements of a US federal authority, US territory or foreign government.
The completed relevant forms required by DOT have not been provided.
Apply for compensation
You can apply for compensation for damaged or lost physical aids. Compensation is determined based on SAS' Conditions of Carriage and Montreal Convention. Please note that we do not offer compensation for fragile or valuable objects.
On all SAS operated flights
SAS operated flights are always subject to EU Regulation 1107/2006 and applicable safety regulations.
Flights between Scandinavia & the US
The Non-Discrimination on the Basis of Disability in Air Travel Act 14 CFR Part 382 applies to travelers with disabilities who are traveling on a flight between Scandinavia and the US or who have bought a ticket for an SAS-operated flight via a US-based airline that includes the prefix of a US airline.
More about the Airline Passengers with Disabilities Bill of Rights for travelers to or from the US,
Flights between Scandinavia & Canada
As a large foreign carrier , SAS is subject to Part 2 of the Canadian Accessible Transportation for Persons with Disabilities Regulations when SAS is operating a flight to or from Canada. More about your Canadian traveler and accessibility rights.
If you’re not happy with our services, let us know by using our feedback form and we’ll assist you. If your complaint is related to a journey to or from the US, you can also contact the SAS Complaints Resolution Official.
We’ll do our utmost to help you, but if you’re still dissatisfied with how we’ve handled your complaint, you can seek recourse at the responsible enforcement bodies below: