CANCELLED / DELAYED FLIGHT AND ADDITIONAL EXPENSES – EU261

We realize that flight delays and cancellations can be frustrating and have a big impact on your travel plans and we are very sorry when this happens. However, sometimes we are left we no other choice. You can read below to see if you might be eligible for compensation due to a delayed or cancelled flight.

IF YOU LIKE TO TRAVEL, YOU’LL LOVE THIS OFFER!
Instead of getting your compensation in cash, you can choose to receive compensation in SAS EuroBonus Extra points which can be used to travel the world with SAS and Star Alliance. The points can also be used for hotel stays and rental cars. In addition to this, you can of course use them to bid on upgrades to SAS Plus or SAS Business the next time you travel with us.

This offer is only available if the claim has been made directly with SAS. Apply for compensation directly from SAS to take advantage of this great point offer!
Read more about SAS EuroBonus

CLAIM DIRECTLY WITH SAS AND RECEIVE FULL COMPENSATION

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.

GOOD TO KNOW

  1. Remember that it is the passenger suffering a delay or cancellation who might be entitled to compensation and who can make a claim. If this is not you but you want to file a claim on behalf of a passenger you must submit a Power of Attorney (unless you are a legal guardian of a minor who is traveling with you).

  2. To handle your claim we need the following information:
    • Name and contact details for all passengers who are included in the claim.
    • Booking reference (PNR).
    • Flight date and flight number.

  3. For payments we need the following information:
    • Name of the Bank.
    • Name of the account holder (added)

    For banks within EU/EES:
    • IBAN (International Bank Account Number) and BIC/Swift (Bank Identifier Code).

    For banks in USA:
    • the American Bankers Association (ABA) Routing Number.
    • BIC/Swift (Bank Identifier Code)
    • Account number

    Please contact your bank or check their website if you need details about the information above.

  4. If we haven't already covered extra expenses, i.e. costs for food, drinks, accommodation or transport during the delay/cancellation, please attached receipt for these expenses.
Please note:
  • If costs for food and accommodation appears on the same receipt, you will have to add this receipt twice.
  • We cannot make any payments without submission of receipts
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 actual 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 insurer and/or credit card provider might cover these costs.

For detailed information, EC261/2004
You can claim compensation from SAS if:

  1. SAS is the operating carrier (i.e. not when you have bought your ticket from SAS but fly with another air carrier) and,

  2. your flight was cancelled or you were delayed at your final destination more than 3 hours due to circumstances within SAS control and,

  3. a) we have failed to offer you an alternative route that allows you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival, if we have informed you about the cancellation between 7 and 13 days prior to the original flight date or;

    b) we have failed to offer you an alternative route that allows 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, if we have informed you about the cancellation less than 7 days prior to the original flight date.
For detailed information, EC261/2004
The levels of compensation are limited by the EU regulation as follows:

  • 250 EUR for flights of up to 1,500km

  • 400 EUR for flights within the EU of more than 1,500km, and for all other flights between 1,500km and 3,500km

  • 600 EUR for all other flights
These amounts are reduced by 50% if we can offer you an alternative flight route to your final destination with a new scheduled arrival time that doesn’t exceed the original scheduled arrival time by:

  • Two hours for flights of up to 1,500km

  • Three hours for all flights within the EU of more than 1,500km, and for all other flights between 1,500km and 3,500km

  • Four hours for all other flights.
For detailed information, EC261/2004
You are entitled to care 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),

If we have not already covered for the costs for care you can get reimbursed for these extra expenses which includes:

  • Meals and refreshments in reasonable relation to the waiting time. SAS will reimburse meal costs including non-alcoholic beverages. We consider up to EUR 50 per full day and person against receipts, as reasonable. The exact definition of what is reasonable is always depending on the individual situation.

  • Two telephone calls or e-mails in order for you to rearrange your travel plans or leave other necessary messages.

  • Hotel accommodation if an overnight stay is necessary. We will reimburse you for reasonable costs for a clean and comfortable, mid-range room at the present location.

  • Transport between the hotel and the airport if the waiting time the flight is delayed until the next day, hence includes an overnight stay. We will 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.

Alternative transport to your destination arranged by yourself and not SAS

You can always choose to get a refund of your unused SAS ticket if you no longer wish to travel with us due to a delay or cancellation. However, If you decide to make your own travel arrangement, SAS will not cover the costs for any new tickets.

Consequential losses

Please note: Consequential losses due to a delay or cancellation are not reimbursable under the EU-regulation.


Remember, it is your responsibility to limit your costs and don’t forget to save your receipts.

For detailed information, EC261/2004
If you for any reason are unhappy with our final response to your complaint, you can refer your complaint to the local consumer body for inquiries. Contact the applicable National Enforcement Body. You can find contact information here. More information about your rights can be found here.

An Online Dispute Resolution platform, set up by the European Commission, also provides access to alternative dispute resolution (ADR).

For the United Kingdom, you can refer your complaint to Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP). SÖP is approved by the Civil Aviation Authority (CAA) to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes.

You will need to refer your complaint to them within 12 months after our final response.

Söp can be contacted here:

Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (SÖP)
Fasanenstraße 81
DE -10623 Berlin
Phone: +49 (0) 30 - 6 44 99 33 –34

https://soep-online.de/welcome.html
https://soep-online.de/request-form-flight.html

Alternatively, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT. Please note that PACT’s complaints service cannot require airlines to take any particular action; whereas the outcomes of the ADR process are binding upon the airline.

If you would like to make a complaint, please use our online feedback form since we need your approval to our “Terms and Conditions”

Email: contacttoflysas@sasair.com. For information on our complaints procedure can be found here