The coronavirus pandemic has caused huge problems for airlines, most of whom have had to ground most or all of their fleets. SAS is no exception. These decisions have resulted in millions of passengers wanting refunds for their cancelled flights.
What should I do?
Bear in mind that that all airlines are overwhelmed by the current situation, and so will be working through hundreds of flights with tens of thousands of passengers.
In these circumstances all aviation call centres, no matter how many extra staff they employ/contract with, are experiencing difficulties responding at the busiest time they have ever experienced.
If your flight is not for this week or next week, it may make more sense to wait a few weeks until the airlines have sorted our resourcing issues in call centres and also improved their online refund procedures.
For general advice on claims, including EU261 claims, see
SAS has cancelled my flight. What are my options?
You can find information regarding cancelled flights here.
The airline has created a priority number for passengers with a reservation for homebound travel within the next three days: 00 46 8 797 4100. All other services for later travel will be referred to the usual customer service number.
If your flight has been cancelled, you are eligible for a refund (see below).
If you made your reservation through a travel agent, then you must contact them for available options.
Am I entitled to a refund?
Yes, you can apply for a refund by completing this form on the website, provided that you booked directly with SAS.
SAS is offering me a voucher instead of a refund
Some airlines will offer a voucher for future travel instead of a refund. Obviously airlines would rather you rebooked with them, and this is one way of encouraging it. A voucher also has the advantage for the airline of allowing them to keep hold of your money and so help their cashflow.
If your flight has NOT been cancelled but you still do not wish to travel, you can request a voucher. Passengers are asked not to cancel their booking as the airline will do this on their behalf when applying for the voucher.
SAS is offering non-refundable vouchers for all bookings made directly with the airline scheduled for departure on or before April 30, 2020.
The voucher must be requested at least six hours before departure, and can be used to book new flights departing no later than November 30, 2020. Visit this link to apply for a voucher.
The voucher can be used as payment for the entire trip, or part of it, as well as for travel extras. The voucher is invalid for bookings paid partly or fully with EuroBonus points.
Postponing your flight
SAS is currently waiving change fees. This means you can change the date without incurring a change fee. Instead you would only pay the fare difference (if the new flights are more expensive). The rebooking must be to the same destination as the original ticket.
This applies to all existing bookings made before March 12, 2020, for travel planned between March 12 and April 30, 2020. The rebooking must be made before the original departure date and can only be made once. Future dates must be scheduled between March 12, 2020, and February 28, 2021 (included).
SAS is also waiving change fees for new bookings made between March 5 and April 14, 2020, for travel on or before February 28, 2021. Rebooking must be made at the latest by November 30, 2020.
The airline will not offer free cancellations or a full refund for these tickets, unless the fare rules of your original ticket allow it.
Can I claim on my travel insurance?
Possibly, depending on when you booked your flight – and also when you took out your insurance. See the following article for advice on that.
PLEASE DO NOT include your booking references, ticket numbers or names in the comments below. It contains personal information and should not be put on public forums.
This is a public website and your PNR for your flight, for instance, gives access to your personal information. If you include your name and phone number you are opening yourself to possible fraudsters.
