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    Special assistance

    We at SAS always want you to feel welcome onboard our aircraft. So we do our utmost to satisfy your needs, regardless of what they are.

    We publicize information on the services we offer travelers with special needs and limited mobility as per safety regulations and EU Regulation 1107/2006. EU Regulation 1107/2006

    Reduced mobility

    If you have limited mobility, you are entitled to receive special assistance before, during and after your trip. If you would like to find out more about the rules that apply for traveling with reduced mobility, watch this film.

    • To ensure the best possible assistance, you need to contact SAS Sales and Service at least 48 hours before departure. If you inform us later than that, we cannot guarantee assistance.

    • You may bring a wheelchair or a walker onboard at no extra charge. These must be registered when you book your flight no later than 48 hours before departure. 
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    * Type of assistance:

    WCHC (cabin)
    The passenger is entirely immobile; requires a wheelchair to/from the aircraft and must be carried up/down steps and to/from his/her seat.

    WCHR (ramp)
    The passenger can walk up/down steps and to/from seat on his/her own. He/she requires a wheelchair to/from the aircraft.

    WCHS (steps)
    If the passenger cannot walk up/down steps, but can walk to/from his/her seat. He/she needs a wheelchair to/from the aircraft and must be carried up/down steps.




    • If you have a physical aid or piece of equipment requiring extra space due to its weight or size, please notify us of this when you book your ticket.

    • Depending on the type of aircraft, there may be restrictions on the type of equipment you can bring onboard as baggage. For safety or other reasons, sometimes we have to switch aircraft for the planned flight. If this affects your ability to travel with a physical aid or other piece of equipment, we will offer you an alternative trip option.

    If you have an agreed meeting place, you need to be there 2 hours before departure. Unless otherwise agreed upon in writing, you must arrive at the Check-in counter at least 1 hour before departure.

    Naturally, you can ask our cabin staff on all SAS flights for assistance.

    • Personal care: The cabin staff on our SAS flights will not be able to assist you personally with matters such as:
      • lifting or carrying you
      • helping you with your meals
      • administering or monitoring your intake of medication
      • assisting with visits to the restroom

    • Equipment on our long haul flights (A330/A340 aircraft):
      • A special wheelchair is available for travelers with limited mobility. You can use this wheelchair to move to/from the lavatory
      • There is at least one extra-large toilet onboard. These toilets are also fitted with special handles to make it easier to move around inside the restroom
         
    • Equipment on domestic and European routes:
      • No special wheelchair is available
      • Toilets of the standard size which are fitted with a special handle to make it easier to move around in the restroom


    Medical condition

     For your own sake, we want to ensure that you are in good health before your trip with us, since a plane flight can cause stress on your body. This is caused by the fact that air pressure in the cabin is lower than on the ground causing a greater need for oxygen.

    • If you fly with us, you must satisfy certain general medical criteria.

    • If you are flying to or from a medical treatment abroad, certain criteria apply.

    • Medical treatment, diagnostic evaluation, chemotherapy or operations can change your medical condition making it dangerous for you to fly.

    • If you have cancer or are seriously ill, your physician must complete a MEDIF (Medical Information) form and approve of your trip in advance. Based on this information, you may be denied travel. Download the MEDIF form

    • If you are deemed too sick to fly at Check-in or at the gate, the captain can deny you entry to the aircraft.

    • For general questions about our medical criteria, contact the SAS Sales and Service. For questions on how to complete a MEDIF form, contact SAS Medical Sales.

    Patient transport

    Patient transport helps us guarantee you a safe and pleasant flight.

    • We can provide assistance with the following:
      • Medical information on the booking (MEDIF) and a medical certificate to be able to fly with SAS.
      • Arrange extra legroom if you have a leg injury.
      • Install approved battery-powered medical equipment onboard if you require this on your flight.
      • Install extra oxygen for use onboard the aircraft if necessary.
         
    • So that we can assist you in the best possible way, you need to contact SAS Sales and Service at least 48 hours before departure. If you notify us later than that, we cannot guarantee assistance.

    • Before you contact SAS Medical Sales, check to ensure that your travel insurance or medical insurance covers your return trip. If it does and you therefore do not have to pay yourself, you must first contact your insurance company.

    • In the event of a medical condition, SAS physicians must always approve the trip. Medical approvals are issued weekdays between 9:00 a.m. and 12:00 p.m.

    Oxygen

    If you require oxygen, you can either bring it with you or have us arrange for it. All you need to do is inform us in advance.

    Bringing your own oxygen

    • If you need oxygen or another crucial piece of medical equipment to and from your flight, or onboard the aircraft, you may bring it with you at no extra charge.

    • If you bring your own oxygen, you need to add this to your booking no later than 48 hours before departure and notify SAS Medical Sales of the number of cylinders you will be bringing with you.

    • Oxygen cylinders may not weigh more than 5 kg/11 lbs. Cylinders and any controls must be impact proof so that the content cannot be accidentally released on any impact.

    • You may not bring liquid oxygen onboard the aircraft.


    Ordering oxygen

    • We can supply medical oxygen from AGA if you book it no later than 48 hours prior to departure.

    • All you need to do is complete a MEDIF (Medical Information Form) to get permission from the SAS Medical Department. Download a MEDIF form

     

    Long-haul flights DKK 2492/NOK 3031/SEK 3300/EUR 335/USD 368
    Within Scandinavia/Europe:  DKK 1115/NOK 1357/SEK 1480/EUR 150/USD 165

    The prices are per segment and only on flights operated by SAS.


    Traveling with an assistant

    Traveling with us should be safe and comfortable for everyone. For certain types of disabilities, you therefore need to have an assistant when you travel with us.

    • You must travel with an assistant if you:
      • are blind and deaf
      • have a mental or physical developmental disability which necessitates assistance
      • are dependent on inflight medical assistance
      • do not have the capacity to understand and respond to safety instructions from staff members
         
    • An assistant or caregiver is a person responsible for your comfort and your well–being while boarding and leaving the aircraft, your general safety during the flight and emergency assistance in case of evacuation. This person must be 18 years of age or older and must sit beside you.

    • Depending on the number of cabin staff on each flight and the number of passengers who require assistance, a member of the crew may serve as your assistant. Note that we do not have the capacity to assist you with personal care.
    • The cabin staff on our SAS flights will not be able to assist you personally with matters such as:
      • lifting or carrying you
      • helping you with your meals
      • administering or monitoring your intake of medication
      • assisting with visits to the restroom  



     

    • To be sure that you receive the assistance you require, notify the SAS Sales and Service of your needs when booking your ticket.

    • When you travel with an assistant, you need to make an extra seat reservation.

    Extra seat reservation

    If you are traveling with an assistant or need an extra seat, you can reserve a suitable seat. We are more than happy to help.
     

    Booking and information

    • To make your extra seat reservation, contact the SAS Sales and Service.

    • Most seats on the middle aisle have movable armrests (except in the first row).

    • For safety, you cannot reserve a seat next to an emergency exit.
       


    Need for a harness onboard

    Harnesses which are approved onboard include:

    • Crelling harness.
    • CARES airplane safety harness designed for children.

    Service dog

    Are you dependent on a service dog? You are always allowed to bring your service dog with you in the cabin.

    Compensation

    At SAS, we handle your personal belongings with the greatest care. Should a disability aid or other form of physical aid nevertheless be damaged or lost during your trip, we will do our utmost to assist you.

    • You can apply for compensation for damaged or lost physical aids.

    • Compensation for damaged or lost physical aids is supplied in accordance with SAS terms and conditions of transport. Compensation is not provided for fragile and valuable objects.

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    Praise and criticism

    We always do our utmost to ensure that your flight will be as comfortable and convenient as you had imagined. Did you receive the assistance you needed or is there something we can do better? If you have comments or opinions about your trip, please let us know.

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    If you would like to make a complaint please contact our customer relations team who can be contacted at Contacttoflysas@sasair.com. More information on our complaints procedures can be found in the form above.

    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).

    Although SAS is not signed up to any ADR body, SAS adheres by the decisions of the ADR bodies approved by the Member States.

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