Latest Updates

Page updated 2022-08-05 16:33:11 CET

Cancellations and refunds

Refund of tickets

Our aim is to handle all refunds within 7 days. Due to this extreme situation, it might take longer. We therefore kindly ask for your patience.  
If your flight is canceled you are entitled to full refund of your ticket.

  • Go to My bookings to request a refund.
    More information regarding refund options.

  • If you received a refund confirmation, we have received your refund request and it is placed on queue for handling. 

  • If you received less amount refunded than expected, you might find the reason here, otherwise please contact SAS Customer Service.

  • To request a refund for a flight ticket booked through a travel agent or online travel agency, either contact them directly or you can fill out this form.

Voucher

If you have chosen a voucher as a refund option for travel with us in the future, you should receive your voucher within 7 days from your request.


Reimbursement for alternative transportation, hotels and meals


Currently we have a very high amount of incoming cases. We have taken all precautions possible to meet this demand, one of these precautions includes employing more staff to all our customer service sites. Our aim is to get back to you as soon as possible. We kindly ask for your patience regarding your errand.

If you received an email with case number and the details of your claim, we have received your request and it is placed on queue for handling. We will evaluate your request and there after inform you about the amount of your potential reimbursement. You will receive your reimbursement to your chosen payment method.

Request reimbursement of transportation and other expenses.

For your information about your rights read more here:
If your flight is canceled
If your flight is delayed

We’re sorry that your journey has been disrupted. We’re doing everything we can to help you with your trip, a rebooking process starts immediately, and we will get back to you by SMS and email with information as soon as possible.

However, during summer season, there are limited available seats. This means that we unfortunately will have limited possibilities to find a new seat within the same time frame as your current booking.

Passengers are advised to check their flight status before travelling to the airport.

Read more about your options and passenger rights If your flight is canceled and if your flight is delayed.

If you have booked your ticket via a Travel Agent, please contact them directly.

At the airport

Large airports in Europe such as London, Amsterdam, Frankfurt, Munich, Dublin, Lisbon, Kastrup/Copenhagen and Arlanda/Stockholm report major baggage delivery delays due to shortage of staff this summer. This unfortunately also affects SAS customers and the delivery may in some cases take weeks.

You can trace your baggage and update your delivery information via the World Tracer website, a global bag-tracing and matching system.
Please note that World Tracer delivery status info also may be delayed and our staff does not have any additional information from specific airports.

You will need your Property Irregularity Report (PIR) number that you receive when you report your lost baggage (ex. OSLSK12345).

If you have not yet reported your baggage as delayed at your arrival destination, please use our Self service baggage tool - https://bags.flysas.com/

More info Delayed, Lost and Damaged Baggage | SAS (flysas.com)


We recommend all travelers to allow extra time for arrival at the airport before departure.

There are at the moment longer queuing times than usual at the airports, both for check in and security.

Check-in at Stockholm Arlanda, Copenhagen and Oslo opens 04:00 AM all weekdays including weekends.

When travelling from Stockholm Arlanda Terminal 5 it's possible to use the security control at both Terminal 5 and 4. When checked-in and baggage delivered at Terminal 5 / no baggage, you have the option to use the security control at both Terminal 5 and 4.

Current situation in Ukraine

Due to the current situation in the region SAS has decided to pause all flights to Ukraine and Ukraine airspace until further notice.

Due to the closure of Russian airspace, SAS has decided to pause all flights between Denmark and Japan until 29 October 2022.

As a consequence of the closure of Russian airspace, we are also making changes to routings for our flights to China resulting in longer flight times of approx. 2 hours.

The safety of passengers and employees always comes first for SAS. We are monitoring the situation closely and will update new information on this page.
We are sorry for any inconvenience this may cause you and do our best to minimize the effects to you.

Chapter 11

SAS and certain of its subsidiaries have voluntarily filed for chapter 11, a legal process for financial restructuring in the U.S. that will enable us to accelerate the implementation of key elements of our transformation plan, SAS FORWARD.

Our operations will continue as usual during this process and it will have no impact on our customers.

Please visit https://sasgroup.net/transformation for more information.

Covid19 related information

It is your responsibility to inform yourself about, and fulfill the latest Entry Requirements due to COVID-19 for your destination, return trip and any possible transit countries.

If you need more detailed information, contact your local authorities or the respective country's embassy.

Due to government mandates and restrictions, entry requirements can change at any time and with very little notice. Keep yourself up to date close to your departure.

Please be aware that if you fail to comply with all the entry requirements for your trip you may be denied boarding or refused entry to your destination. All costs connected to this will be covered by the passenger.

You can also keep yourself updated on the latest entry requirements via IATA Travel Center or Star Alliance.

(Updated 01 August 2022) Effective immediately until further notice

General requirement

See IATA Travel Center

For a summary of the requirements and also in the Chinese language see the link below:

Requirements for China 01 July 2022

COVID-19 Vaccine and Test requirements

Test requirements

If Journey start from Denmark:

All Passengers traveling to China, fully vaccinated and not fully vaccinated have to take a
series of pre-departure COVID-19 tests in order to obtain the blue or green code with HS
mark (for Chinese nationals) and an HD mark (foreign nationals) that allows entry the
country.

All passengers must present:

  • 2 negative PCR COVID-19 tests, taken within 48 hours before departure. The last PCR test sampling must be completed within 24 hours before boarding.

  • The results must be validated with time stamps.

If the passenger cannot produce the test and confirming QR code, then he/ she is not
allowed to travel.

The negative test certificate needs to be validated by the Chinese Embassy in the country of
origin to receive a HS code (Chinese citizens) or a HDC code (non-Chinese citizens).

If Journey starts from a Schengen country or NON- Schengen Country outside Denmark:

All passengers traveling to China, fully vaccinated or not fully vaccinated, must take 2
PCR tests at the origin country within 48 hours before departure. The last PCR test
sampling must be completed within 24 hours before boarding.

Please visit the official website of the Chinese embassy in the country of origin for detailed information.

Upon arrival at Copenhagen Airport passengers must take 2 PCR tests again.

The negative test certificates need to be validated by the Chinese embassy in Denmark
to receive a

- HS code (Chinese citizen) or

- HDC code (non-chinese citizen)

All passengers must present:

  • 2 negative PCR tests taken in CPH. The test must be completed within 12 hours before departure from Copenhagen.

  • The results must be validated with time stamps.


For more information see: See IATA Travel Center


Any costs in connection with refused entrance will be imposed on the passenger.

Note: (06 Oct 20) Due to the requirements from the Chinese authorities there will be an embargo for AVIH , PETC and unescorted WCHC for travel to Shanghai (PVG). The embargo is valid until further.

(Updated 13 June 2022)
Valid until further notice

Please note that entry restrictions may be subject to change on short notice. You are responsible for ensuring that you are allowed entry into the country you are travelling to or are in transit through. 

With immediate effect the following changes apply:

  • The requirement regarding COVID-19 tests is withdrawn for All passengers

  • Vaccine requirement for non -US citizens remains in place – no changes to requirement

  • The Attestation Form must be completed by All non - US citizens from the age of 2 years.

  • US citizens no longer need to complete the Attestation Form.

General requirement

See: IATA Travel Center


COVID-19 Vaccine and Test Requirements

All passengers from the age of 18 must present the following: 

  • A Vaccination certificate showing that they were fully vaccinated at least 15 days (day of vaccination + 14 days) before arrival. The vaccine shall be
    approved vaccines or authorized and World Health organization (WHO) emergency use listed EUL vaccines: (Astra Zeneca (SK Bioscinece) (Vaxzevria),
    Pfizer-BioNtech (Commirnaty), Moderna, Covishield, Covaxin, Covavax, Jansen/ J&J (single dose), Nuvaxovid, (Novavax), Sinopharm (BIBP) and Sinovac.  

A combination of these vaccines is accepted if administrated at least 17 days apart.

More information can be found at CDC – International travel during Covid19

  • Passenger Details (e.g. name and date of birth) in the certificate must match those stated in the passport or other travel document. 

  • Documentation must be verifiable (digital or paper) OR non-verifiable digital or paper). 
    -  Verifiable record, typically includes a QR code
    - Non-verifiable record is an official record not linked to an official database.  

  • Fully vaccinated mean one of the following: 
    - 2 weeks (14 days) since a person’s second dose in a 2-dose series of an accepted COVID-19 vaccine.
    - 2 weeks (14 days) since the person received 2 doses of any “mix-and-match” combination of accepted COVID-19 vaccines listed in table above.
    - 2 weeks (14 days) since a person received one dose of an accepted single-dose-series COVID-19 vaccine (e.g., Janssen/J&J)

This does not apply to: 

  • Nationals of the USA  

  • Residents of the USA

  • Passengers under 18 years

  • passengers with a letter issued by a doctor providing that the passenger is medically unable to receive the vaccine.

  • passengers with the following visas: A-1, A-2, C-2, C-3 (as a foreign government official or immediate family member of an official), E-1 (as an employee of TECRO or TECO or the employee’s immediate family members), G-1, G-2, G-3, G-4, NATO-1 through NATO-4, or NATO-6 (or seeking to enter as a nonimmigrant in one of those NATO classifications).

  • Members of the U.S Armed Forces, their spouses and children under 18 years.

  • Marchant seamen with one of the following visas: C, D, C1/D, B1, H or L.

  • This does not apply to passengers with a letter of invitation or other official document, issued by the USA, by other government or by the United Nations, traveling on duty.

Passenger Details (e.g. name and date of birth) in the certificate must match those stated in the passport or other travel document. 

Note: The Medical Certificate confirming Vaccine and negative test results must be presented before boarding, and failure to do so shall result in denied boarding.

For more information see: IATA Travel Center

Passengers are subject to COVID-19 measures set by the state/ territory of their final destination. For more information visit CDC’s webpage

Document Requirement:

Passenger Attestation Form 

  • All passengers 2 years of age or older must provide a separate attestation. Unless otherwise permitted by law, a parent or other authorized individual should attest on behalf of a passenger aged 2 to 17 years.

  • Passenger Attestation Form, mandatory for All non-US-citizens from 2 years of age

  • US citizens no longer need to complete the Attestation Form

  • Attestation Form valid from 12JUN 2022: Attestation Form or Here

  • Print the Form, fill it in, and bring it with you to the airport at departure. 

  • The personal identifiers (e.g., name and date of birth) must match the personal identifiers on the passenger's passport or other travel documents.

  • The Passenger Attestation Form will be collected before boarding of your flight to the US

For more information on entry restrictions see:
IATA Travel Center TIMATIC
CDC - Find out if you can board a flight to the United States

Quarantine Requirements

Passengers could be subject to self-isolation or self-quarantine.
This does not apply to:
- passengers with a COVID-19 recovery certificate proving recovery in the past 90 days;
- passengers with a COVID-19 vaccination certificate showing that they were fully vaccinated at least 15 days (day of vaccination + 14 days) before arrival. Passenger details (e.g., name and date of birth) in the certificate must match those stated in the passport/travel document.
- Vaccines accepted are AstraZeneca (SK Bioscience), AstraZeneca (Vaxzevria), Covaxin, Covishield, Covovax, Janssen, Moderna (Spikevax), Nuvaxovid (Novavax), Pfizer-BioNTech (Comirnaty), Sinopharm (BIBP) and Sinovac. A combination of these vaccines is accepted if administered at least 17 days apart

More details can be found at https://www.cdc.gov/coronavirus/2019-ncov/travelers/international-travel-during-covid19.html

Any costs in connection with denied boarding or refused entrance will be imposed on the passenger.

(Updated 30MAY22)

FACE MASK ONBOARD SAS FLIGHTS

The requirement for mandatory face masks is removed from all SAS flights, except for flights to/from China and Canada.

SAS is continuously following the recommendations from EASA regarding mandatory use of face masks on all other SAS flights.

When Face Mask required:

  • All passengers from 6 years of age must wear facemask from boarding, during the entire flight until disembarking.

  • Passengers without a face mask will be denied boarding.

  • SAS recommends that passengers bring masks in order to change the mask after four hours of use, as well as bringing along extra masks.

  • It is important to be aware that you may be required to wear a mask at your destination.

You must bring your own face mask that covers nose and mouth. SAS accepts single-use medical face masks. Homemade face masks or fabric masks / cloth face coverings are not accepted.

Wearing a face mask is mandatory for the entire journey, from onboarding until you leave the aircraft. Face masks that are allowed on board include single-use masks of FFP2, KN95, N95 standards or surgical masks such as IIR or similar. Protection made out of cloth, visors or covers with ventilation valves are not permitted on board.

For passengers that states they are exempted to wear a face mask onboard the following applies:

  • A document from a  medical doctor must be shown that states the reason for not wearing a face mask and must be written in a Scandinavian language or in English and shall not be older then three months.

  • Also a proof of a negative SARS Cov-2 test (PCR or Antigen test) not older then 48 hours must be presented (Effective from 15 February 2021.)

To/from Canada

From 2 years of age, it is a requirement to wear face mask on flights to/ from Canada. The passengers must wear mask at all times during the boarding process, during the entire flight and during disembarkation.

Exceptions:

  • Passengers under 2 years of age.

  • Passengers from 2 years of age, but less than 6 years of age who is unable to tolerate
    wearing a mask.

  • A person who provides a medical certificate certifying that they are unable to wear a mask
    for a medical reason.

  • A person who is unable to remove their mask without assistance

  • A person who is unconscious

  • During the flight when the safety of the traveler could be endangered by wearing a mask or for brief periods when the person is eating, drinking, or taking oral medications.

    Note: it is a requirement to wear mask at the airport in Canada

Read more about SAS Safe Travel

Face Mask at Airports

SAS strongly recommend all customers to check the requirements of wearing face mask at airports when traveling.

If you or a travel companion in the same reservation are tested positive for COVID19 within 7 days of departure, you may contact customer service to receive a SAS Travel voucher or get assistance to rebook your flight without rebooking fee.

  • The rebooking option is only valid for partially used tickets.

  • In case of rebooking to a higher fare, the difference between the fare paid and the higher fare will be added. 


Passengers with totally unused tickets for travel to/from USA or Asia will receive a SAS Travel voucher.

The SAS Travel voucher will cover the ticket/bookings value. SAS Travel Voucher is a non-refundable voucher.

If you have made your reservation through a travel agent, please contact them for available options.

Are you planning to travel and need a certificate proving you are fit to travel? Some countries require a negative corona test result (PCR-tests or a rapid antigen tests) and a medical certificate before you can board the aircraft or to enter the country. Some countries require it for transit as well.

To ensure easy access to testing services at a discounted price we have partnered with the healthcare service companies Vaccina and Expresscare. You can start your journey with peace of mind, as you are provided with a Covid19-test that meets the international quality standards. The test methods used by our partners is the most accepted coronavirus test in the world. Please note, if testing is not available in your city with any of the options presented above, please check your local options. 

  • Ensure to plan your testing well in advance of the trip and make sure to read the instructions and terms carefully before booking. 

  • Also please consider that opening hours on the clinics may change during week-ends and holidays. 

  • The testing providers is fully responsible for the testing, issuance of travel certificates and any support related to this service.


SWEDEN

OFFER FROM VACCINA

Vaccina offers Covid19-testing (PCR-tests and rapid antigen tests) in Sweden. The response time for PCR-tests same day in Stockholm/Arlanda, Malmö and Göteborg and the day after in other cities. Response time for rapid covid/antigen tests is 45 minutes. 

To use this service, please proceed to Vaccina’s website via the link below to get more information about opening hours, test procedures and to book time for testing.


OFFER FROM EXPRESSCARE

Expresscare offers Covid19-testing (PCR-tests and rapid Antigen tests) in Sweden at 21 sites including Arlanda and Landvetter. The response time for PCR-tests is same day, or the day after depending on when the test is taken. Response time for rapid covid/antigen tests is 1 hour.

To use this service, please proceed to Expresscare’s website via the link below to get more information about opening hours, test procedures and to book time for testing.

Norway

Offer from Oslo Helse

Oslo Helse offers Covid19-testing (PCR-tests and rapid antigen tests) in Norway, Oslo at two sites in the city centre and Gardermoen airport. The response time for PCR-tests is 1-2 hours for Fast Track and 1-2 days for PCR Express 15 minutes for the antigen test.

To use this service, please proceed to Oslo Helse’s website via the link below to get more information about opening hours, test procedures and to book time for testing.
Book PCR-testing and antigen testing in Norway, Oslo. For Oslo centre and drop in, Gardermoen airport.


DENMARK


COVID19 TESTING DENMARK

At coronaprover.dk you can book an appointment for a Covid19-test.
At sundhet.dk you download your personal Covid19-passport . At Copenhagen airport (Kastrup) passengers can also get a covid-tested both before the security check and in the transit area. 

Here you can find more information about the Covid19-testing at Copenhagen airport  and book you time for testing (See heading ‘Falck offers PCR and antigen Covid19-tests at Copenhagen Airport’).


UNITED KINGDOM


OFFER FROM QURED

Qured offer a number of Covid19-testing solutions to travellers going to and from the United Kingdom. For travellers flying to the UK, Qured is a Government approved provider for the Day 2 & 8 and the Test to Release program. Use the SAS 14% discount code when purchasing your Qured test kits: SASTRAVEL 

To use this service, please proceed to Qured´s website via the link below to get more information about opening hours, test procedures and to book time for testing.


OTHER - EUROPE


SPAIN

Las Palmas -  Eurofins Megalab is located between Terminal 1 and 2, provides test prior appointment arranged through their website 

Malaga – Recoletas together with Arquimea test facility is located at departure level and provides test prior appointment arranged through their website 


PORTUGAL

Funchal - At Madeira Airport, Synlab laboratories allow antigen testing. Located at Level 1, next to ANA information desk.

Faro - At Faro Airport there is an increase in capacity on antigen rapid testing and we inform you that:
Passengers with a flight booking on the current day,  who need rapid antigen test, should go to Synlab Customer desk.
Passengers with a flight booking the next day, who need rapid antigen test, should go to Check-in counter no. 27.

Lisbon - At Lisbon Airport, Synlab laboratories allow testing. Located at Level 2 shop area for PCR and antigen test and at P1 parking for rapid antigen test.