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    Terms and conditions

    You probably know most things about flying with us. But here’s some helpful information to make your travel even easier.  

    Air Carrier Liability

    This information notice summarizes the liability rules applied by community air carriers as required by community legislation and the Montreal Convention.

    Compensation in the case of death or injury

    There are no financial limits to the liability for passenger injury or death. For damages up to 113,100 SDRs, the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. 113.100 SDRs is approximately 143 297 EUR. 
     

    Advance payments

    If a passenger is killed or injured, the air carrier must make an advance payment to cover immediate economic needs within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall be at least 16.000 SDRs approximately 20 160 EUR.
     

    Passenger delays

    In the case of passenger delays, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4694 SDRs approximately 5 914 EUR.
     

    Baggage delays

    In the case of baggage delays, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1131 SDRs approximately 1425 EUR.
     

    Destruction, loss or damage to baggage

    The air carrier is liable for destruction, loss or damage to baggage for up to 1131 SDRs. In the case of checked baggage, it is liable even if not at fault unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.1131 SDR is approximately 1425 EUR.
     

    Higher limits for baggage

    A passenger can benefit from a higher liability limit by making a special declaration by check-in at the latest and paying a supplementary fee.
     

    Baggage complaints

    If baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days and within 21 days in the case of delay, in both cases from the date on which the baggage was placed at the passenger's disposal.
     

    Liability of contracting and actual carriers

    If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
     

    Time limit for action

    Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
     

    Information basis

    The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC) No 889/2002) and national legislation of the Member States." Conditions of Carriage, baggage allowances, personal data carriage and other services provided by the carrier are subject to conditions of carriage, which are hereby incorporated by reference. These conditions may be obtained from the issuing carrier.

    For the complete text of all provisions applicable, we refer to the SAS General Conditions of Carriage for Passengers and Baggage at www.flysas.com. For the relevant rules regarding baggage allowances, we refer to SAS baggage allowances at www.flysas.com. Personal data which have been provided to us in connection with your travel may be passed to government authorities for border control and aviation security purposes.


    Conditions of Carriage

    Preamble

    These conditions of carriage govern the relationship between you as a Passenger and us as the carrier regarding your carriage on an aircraft pursuant to a ticket on which our airline designator code appears for that flight or flight segment. Your rights and duties towards us and vice versa in this matter are outlined in the conditions of carriage. We advise you to read the conditions of carriage carefully as, among other things, they set out various limitations that affect you, for instance concerning our limits of liability towards you in case of damage and delay affecting you and/or your baggage. If our limits of liability are not satisfactory in relation to your needs, we advise you to obtain personal travel insurance.

    These conditions of carriage may be amended without prior notice. The version in effect at any given time is the one most recently published.


    EU Passenger Rights

    Regulations regarding passenger rights in case of any delays, cancelled flights and/or denied boarding. 


    Passengers with reduced mobility

    We provide assistance to passengers with reduced mobility or special needs

    We publish information on the services we offer in order to provide assistance to passengers with reduced mobility or special needs in a manner compatible with applicable safety regulations and EC regulation, 1107/2006. In order to give our passengers the best possible help and in accordance with EC regulation 1107/2006, we require information regarding your need for assistance no later than 48 hours before departure so we can inform the responsible managing body at the airport(s) about the assistance needed.

    Watch this video from EC about the regulations

    If your booking is made later, we will make all reasonable efforts to provide the service required. In this case, we cannot guarantee that service will be provided.

    If no other time is stipulated in writing, passengers with reduced mobility must be at the check in counter no later than one hour prior to departure time. If the passenger chooses a meeting point, the stipulated time is two hours prior to departure time.

    If you require assistance in connection with your travel, please contact SAS Customer Contact Center.

    PRM rules for flights to and from United States

    • Rules concerning people with reduced mobility, PRM, US DOT 382: ACAA regulations
    • The rules are found on pages 27683-26687 of above document.
    • Address to American authorities will be found at pages 27673 of above document.


    If you need to contact a complaints resolution official:

    Before travel: +45 32 32 68 98
    At the airport: Duty manager
    After flight: SAS Sales and Service

    Wheelchair assistance

    You are allowed to bring both a collapsible and a power driven wheelchair as baggage free of charge. If you have difficulty getting to or from the aircraft and need our help we are happy to provide you with a wheelchair and assistance from check-in to arrival. Below are some guidelines as to what you can expect from us.

    Please note that a wheelchair powered by a spillable battery has to be sent as cargo.
    Handling advice for wheelchairs

    Onboard

    A special in-flight wheelchair is available onboard A330/A340 aircraft for passengers with reduced mobility traveling with an escort. In the interests of safety, crew members are not authorized to lift passengers between cabin seat and wheelchair or be of assistance during a visit to the lavatory.

    Medical forms

    • Required by law: medical information
    • Flights over 4 hours: Passenger's special assistance information
       

    Fill in and send by fax: +45 3232 6450 or email: sasmedical@sas.dk


    General Terms and Conditions

    For electronic purchase of airline tickets from SAS

    These conditions of sale are valid for consumer purchase of airline tickets from flysas.com.Whenever a written information is required, this is fulfilled by the use of fax, letter and email.

    We would also like to inform you that by purchasing airline tickets, special regulations apply. More information about these conditions is found in Scandinavinan Airlines System ("SAS") General Conditions of Carriage and in the European Civil Aviation Conference's Airline and Airport Voluntary Commitment to Passengers.

    Parties involved

    Seller is Scandinavian Airlines System (”SAS”), Scandinavian Airlines System Denmark – Norway – Sweden, reg. nr 902001-7720, 195 87 Stockholm, telephone +46 770 727 727 & the terms "we" or "us" refers to SAS. The terms "you", "yours" and "your" refer to the person who enters into the agreement with SAS.

    Order

    Your order will be handled by our server (computer). An automatic order confirmation will be sent to you when we have received your order. Please read the order confirmation carefully and check whether it is in compliance with your order. Please note, however, that published reduced fare airline tickets may be sold out by the time you try to place your order.

    Delivery

    All tickets sold on flysas.com are delivered as electronic tickets (e-ticket). An e-ticket is issued immediately after your booking. An email will be sent you containing your reference code and ticket number as well as your flight details immediately after your e-ticket has been issued.

    Cancellation

    You can cancel your booking and receive a full refund within 24 hours of making the booking. If the ticket has already been issued, you will receive a full refund. Contact us as soon as possible.

    If you have made an obvious error in your booking on the website, you can correct it within 24 hours from the time you made your booking. This also applies if you change your mind when you book your trip within 24 hours before departure. If you book within 24 hours before departure, contact us immediately. You will receive a full refund within 24 hours, while changes will incur a fee according to the fare rules.

    Fares

    The fare may be displayed as price per flight leg, fare per person or fare excluding tax where the display of the fare including all taxes and fees is not possible or where this is related to the appropriate information on that specific page. The total fare, however, includes all government taxes, airport taxes and a service fee. The total fare will be shown before final confirmation.

    Payment

    Tickets must be paid by credit card. The total fare of your ticket(s) will be reserved on your credit card upon booking. SAS takes no responsibility for your booking if, for any reason, it proves impossible to reserve the total fare at the time of your booking. In this case, you will be notified of a cancellation of your booking by email.

    Your credit card will be charged the total fare shortly after the reservation is made.

    Personal data

    During your visit to our website, our web server will save the IP address of your Internet provider, the website from which you are visiting us and which website you are visiting as well as the date and duration of your visit by default. SAS uses cookies to track the preferences of the visitor and to improve the design of its website accordingly.

    We only handle personal data that you give to us and are necessary for allowing us to fulfill the agreement with you. When we also handle personal data in connection with other matters - for example, sending you information about special offers - we only do this if you have agreed to receive such information. Before you agree, you will be informed what the information is to be used for and by whom. We reserve the right to ask for your personal identification number in order to be able to check if you are entitled to credit or your date of birth to ensure you are over the age of 18.

    Personal data will only be forwarded to a third party if:

    • You have given your explicit consent
    • When it is necessary in order for us to fulfill the agreement with you, or
    • We are obliged to do so acccording to Norwegian law.

    During your flight

    For the flight itself, we refer to relevant legislation as well as to our General Conditions of Carriage.

    Conditions for using our website

    The content and information on this website (including, without limitation, price and availability of travel services), as well as the infrastructure used to provide such content and information, is proprietary to us or our suppliers and providers. Accordingly, as a condition of using this website, you agree not to use this website or its contents or information for any commercial purpose (direct or indirect). While you may make limited copies of your travel itinerary (and related documents) for travel or services purchased through this website, you agree not to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, sell or resell any information obtained from this website.

    In addition, whether or not you have a commercial purpose, you agree not to:

    (i) access, monitor or copy any content or information on this website using any robot, spider, scraper or other automated means or any manual process for any purpose without our express written permission

    (ii) violate the restrictions in any robot exclusion headers on this website or bypass or circumvent other measures employed to prevent or limit access to this website

    (iii) take any action that imposes, or may impose, in our discretion, an unreasonable or disproportionately large load on our infrastructure or

    (iv) deeplink to any portion of this website (including, without limitation, the purchase path for any travel services) for any purpose without our express written permission.


    Mobile terms and conditions

    The check-in service is available on SAS (SK)-operated flights where SAS Internet check-in is available.

    The flight information service is available on SAS (SK)-operated flights where SAS Internet check-in is available.

    The service is provided by SMS and/or email. A general prerequisite for receiving and sending a SMS is a GSM or 3G mobile phone. Local operator availabilities and restrictions may apply.

    Please note that the information provided by SAS is valid at time when the message is sent. It may no longer be valid when the information is read. Certain events are not communicated due to airport processes. It is SAS' intention to provide the latest relevant information at each time. SAS does not give any warranty, express or implied, and assumes no liability of any kind that the information provided hereunder will be correct or complete.

    SAS cannot be held responsible for any delays or functionality problems in any internal or external infrastructure, such as operator networks or Internet.

    SAS' obligations regarding the check-in and flight information services provided herein are expressly limited to what is provided under these terms and conditions. SAS disclaims any and all other liability for the check-in and flight information services and consequently shall in no event be liable for any cost, expense, damage, claim or any other liability or loss of any nature – whether direct, indirect, incidental, consequential or otherwise – arising out of or in connection with the check-in and flight information services or otherwise.


    Aircraft Change Rules

    Travelling under one contract versus with separate tickets

    Tickets and reservation

    If the travel to your final destination consists of two or three successive flight segments, you may be able to obtain a lower fare if you split up your reservation and purchase a separate ticket for each flight segment. However, please note that travelling with separate tickets may lead to inconveniences and additional costs if your first flight is delayed or cancelled.
     

    Travelling under one contract

    If, for example, you book travel with SAS from Tromsø to Stavanger with change of aircraft in Oslo, SAS is liable for your travel all the way to Stavanger because you travel under a single contract with SAS.  This implies that you have certain rights if your incoming flight to Oslo is delayed and you are consequently too late for your booked onward flight from Oslo to Stavanger.  In such cases SAS will rebook you to Stavanger on our first available flight. Based on the length of time you must wait, SAS will offer you meals and hotel accommodation, even in circumstances where SAS could not have avoided the delay (even if all measures had been taken that could reasonably be required to avoid the delay) for instance when SAS cannot operate due to bad weather conditions.
     

    Travelling with separate tickets

    By the same example, if you book travel with SAS from Tromsø to Stavanger, but choose to purchase tickets flight segment by flight segment, Tromsø-Oslo and then Oslo-Stavanger, the tickets for your travel may turn out cheaper than if you travel under one contract. However, please be aware that you do not have the same rights if irregularities should occur as when you travel under one contract. You do not have the right to be rebooked to another flight if SAS has taken all measures that can reasonably be required to avoid the delay.  Likewise, you do not have the same right to meals and hotel accommodation if you arrive too late for your subsequent flight departure.  It is therefore very important that you allow yourself ample time between scheduled arrival and scheduled departure, including sufficient time to pick up and re-check your baggage, and to submit yourself to new check-in and security procedures, all within the given time limits for your further travel.

    If you have purchased a ticket with SAS and your successive flight is on a separate ticket with another airline, you must have allowed yourself minimum three hours between scheduled flight arrival with SAS and scheduled flight departure with another carrier from Norwegian airports (these three hours do not, however, apply between SAS flights and Widerøe flights). Such planned minimum connection time between scheduled SAS flight arrival and scheduled departure with another carrier must be established before SAS will consider rebooking you to one of our own flights, or consider compensation for your lost subsequent flight (such compensation always limited to your actual and documented loss). However, such eventual compensation is only applicable if it can be proven that SAS could have avoided the delay, - reference made to conventions and domestic air law.  

    Please also note that most delays and cancellations are actually due to irregularities which airlines cannot avoid even if all measures are taken that can reasonably be required to avoid delays or cancellations, and that as a consequence of this you will most likely not receive the same service in connection with irregularities as passengers travelling under one contract receive. 


    Guidelines for air travel

    As a passenger, you have both rights and responsibilities. The same applies for the airline transporting you. Scandinavian Airlines’ (“SAS”) "General Conditions of Carriage" is an extensive document which describes rights and responsibilities in connection with your air travel. Click here for our Conditions of Carriage.

    To simplify access to our Conditions of Carriage we have put together a few "Guidelines for air travel" which we hope might be of use and information when you plan your next air travel with us.
     

    1. A ticket or an itinerary/receipt constitute conclusive evidence of the Contract of Carriage between the airline and the passenger named in the ticket.

    2. You may transfer your ticket to another person. However, you must contact us with a request for transfer of your ticket at least 24 hours before the scheduled departure time and you have to pay an administration fee for the change to be made. As many airlines do not offer you this possibility, we are only able to guarantee this service on our own flights. Please note that this applies for tickets bought for personal use only, i.e. for purposes outside trade and business. Reference made to article 3.1.2 in our Conditions of Carriage.

    3. Remember always to bring valid ID when you travel by air. It is your responsibility to obtain all required travel documents and visas. We are not liable for any consequences resulting from your failure to obtain such documents or visas (article 13).

    4. When you book a flight with us you may change your mind within 24 hours after the booking is made. If you have already paid for your ticket, we will make a refund. However, if your booking is made within 24 hours before your scheduled departure, we will only permit cancellation and refund if you call us at least 12 hours before your scheduled departure.

      If you have made an obvious error in connection with your booking via our internet site, we offer you the possibility to amend the error within 24 hours from when the error was made.  In case the error is made in connection with a flight to take place less than 24 hours from the time of booking, you must inform us immediately. 

    5. You should always choose the fare best suited to your needs. Some tickets are sold at discounted fares which may be partially or completely non-refundable. You may also wish to ensure that you have appropriate insurance to cover instances where you have to cancel your ticket (article 3.1.3).

    6. For itineraries which include a transfer and change of aircraft, or splitting the itinerary into multiple reservations with separate tickets may sometimes result in a lower total fare than the purchase of a through fare. Passengers should, however, be aware that through travel on separate tickets may cause difficulties, for example in case of delayed connecting flights.

    7. Check-in deadlines may vary from airport to airport.  We will advise you of the check-in deadline for your first flight with us. For any subsequent flights in your journey, you must inform yourself of the check-in deadlines. You must allow yourself ample time to comply with the check-in deadlines indicated (article 6.1.1). 

    8. You must be present at the boarding gate not later than the time specified by us (article 6.1.3).

    9. We may cancel the seat reserved for you if you fail to arrive at the boarding gate on time (article 6.1.4).

    10. In the reasonable exercise of our discretion, we may refuse to carry you or your baggage if you do not comply with our regulations and/or applicable laws (article 7.1).

    11. We will not accept an Unaccompanied Minor ("UM") for carriage if we, at the time of check-in, have reason to believe that we might fail to stop at the destination due to weather conditions or any other exceptional circumstances.  We have this regulation in order to give children traveling alone a safe and pleasant flight with us.  When you accompany an UM to the airport you must always wait at the airport until the flight has departed.

    12. You will be required to pay a charge for baggage in excess of the free baggage allowance (article 8.2). Please note that we may refuse to accept baggage unless it is properly and securely packed, contains no prohibited items, or items which we consider to be unsuitable for carriage. Please contact us before your journey if you have any questions regarding acceptance of baggage (article 8.3).

    13. You are only allowed one piece of cabin baggage. This restriction is made in order to give you a more comfortable and safe flight, and also to prevent injury to other passengers. The overhead storage bins are intended for coats and items which are neither heavy nor bulky (article 8.7.1).

    14. Passengers are only allowed to carry small quantities of liquids in their cabin baggage.  These liquids must be in individual containers with a maximum capacity of 100 milliliters each and packed in a transparent plastic bag (EU safety rules). 

    15. The airline is liable for damage of checked baggage. As for cabin baggage, however, we are not liable for damage unless such damage is caused by our negligence. Cabin baggage is in your own care which enables you to look after it yourself during your flight (article 15.2.1). 

    16. The flight times shown in the timetables may change between the date of publication and the date you actually travel. However, we will endeavor to notify you of any such changes in due time before your travel.  It is therefore important that you provide us with contact information when you make your reservation (article 9.1).

    17. If you experience denied boarding due to overbooking, long delays or cancellations, we ask you kindly to contact our ground handling agents at the airports. You are entitled to receive a written notification describing your rights as a passenger in such circumstances, and we will give you such compensation and care as you are entitled to according to EU Regulation 261/2004. 

    18. As to our liability in connection with injury, damage, loss and delays we recommend you to read articles 9 and 15 in our General Conditions of Carriage, or to contact Customer Care for advice.
       

    If you have any other questions, please visit our website at flysas.com, or contact our Customer Contact Center. Do you have complaints or praise you would like to send us? Send us your feedback here.


    EuroBonus 

    These membership terms and conditions are applicable to SAS’ EuroBonus program. Members in the EuroBonus program can earn points on purchases and activities offered by SAS and SAS' business partners that entitle the members to receive certain rewards and benefits.


    1. MEMBERSHIP AND MEMBERSHIP CARDS

    1.1 Membership in the EuroBonus program is open to all natural persons. Only one EuroBonus membership account is permitted per person. Persons under the age of 18 years must have their legal guardian’s consent to join the EuroBonus program. The EuroBonus membership and the rights pertaining thereto are personal and for the sole benefit of the member, unless otherwise stated by SAS.

    1.2 EuroBonus cards are the property of the issuing card company (SAS or the payment card company).

    1.3 The EuroBonus card is personal, only one person per membership number is allowed, and only the member whose name appears on the EuroBonus card is entitled to use it. The EuroBonus card shall be signed and is valid only if the member or legal guardian’s signature is written on the back of the EuroBonus card. The EuroBonus card may be used only until the expiration date stated on the card. Membership is registered in the member’s name, personal e-mail and country stated by the member. “Address c/o” is not permitted and the e-mail address must be personal.

    1.4 If the EuroBonus card is lost, stolen or destroyed, SAS EuroBonus is to be contacted. If the EuroBonus card is a combined EuroBonus and payment card, the payment card company must be informed immediately. A EuroBonus replacement card will be issued with the same membership number and expiration date as the original card.

    1.5 SAS EuroBonus is to be notified in writing of changes and/or additions to the member’s personal details that are not possible to change/add online. Upon change of name or registering of date of birth, documentation must be attached confirming the information, e.g. copy of valid passport. As soon as the new information has been verified the documentation submitted will be destroyed.

    1.6 Ordinary booking rules apply to all members regardless of membership level. Service benefits associated with the membership level apply only to the member personally, unless otherwise stated by SAS.

    1.7 SAS reserves the right to terminate the membership in cases which SAS deems constitute misuse. This means that previously earned but unused points and issued EuroBonus tickets/vouchers become null and void. Misuse may consist of unsuitable or disrespectful behavior towards SAS or SAS’ business partners, their employees or passengers, violation of Section 2.8 or any other membership terms and conditions, illegal conduct, or actions that are generally regarded as immoral or unethical.

    1.8 Enrolling in the EuroBonus program (online or otherwise), or signing the EuroBonus card confirms that the member/legal guardian accepts the EuroBonus membership terms and conditions. Use of membership number/card constitutes acceptance of the then current membership terms and conditions. For combined EuroBonus and payment cards the rules set by the respective card company also apply.

    1.9 The personal login details are the personal responsibility of the member. Legal guardians are responsible for minor members’ personal login details and how/when they are used. Personal statements regarding the account are available only to those who submit the correct personal login details.

    1.10 Special rules applying only to Norwegian members under the age of 18 years: The membership must be confirmed no later than 3 months from the member’s 18th birthday. When such confirmation is received these membership terms and conditions will apply to the member directly and no longer to the guardian. If confirmation is not timely received, the member’s EuroBonus account will be closed for earning and using of points as well as for membership communication until confirmation is received. Retroactive registration of points which could have been earned in the period when the membership was closed can take place only as described in Section 2.5 for SAS operated flights. The member confirms the membership by registering the personal EuroBonus membership number on www.sas.no/18aar.


    2. EARNING POINTS

    2.1 Points can be earned on activities with SAS and SAS’ business partners as agreed by SAS and SAS’ business partners. Points are registered only if the member's EuroBonus number is quoted at the time of purchase/booking /checking in. SAS’ business partners include other companies that SAS from time to time cooperates with and includes airlines, travel companies and other companies that provide discounts and benefits to the EuroBonus members, including but not limited to the possibility to earn and/or use points on the companies’ products and services. SAS’ current business partners are specified on the EuroBonus web site.

    2.2 SAS reserves the right to determine if a member earns points or not for prices and activities offered by SAS or SAS' business partners. Irrespective of when the activity was booked, the number of points earned depends on the earning scheme applicable on the date of the activity. The number of points earned varies depending on SAS’ business partner and offer.

    2.3 EuroBonus members earn points on applicable flights in accordance with the class originally booked and paid for, regardless of upgrades or downgrades unless otherwise stated. Discount tickets of the type e.g. Industry Discount, Agent Discount, award tickets, standby tickets and charter tickets as well as certain discounts do not entitle members to earn points. If a member purchases a ticket on a flight that is marketed by SAS or Star Alliance but operated by another airline (i.e. code share flight) the operating airline determines if and how many points the member earns for the flight. The booking class on the ticket may differ from the booking class that the operating airline uses to determine points earned. Points cannot be earned for flights operated by an airline that is not participating in the EuroBonus program. SAS is not liable for delays or flights cancelled due to reasons beyond SAS’ control, .e.g. acts or omissions by SAS’ business partners, SAS’ business partner’s bankruptcy, weather etc. Special rules apply to points earned through extraordinary circumstances, provided the activity has been completed.

    2.4 Only the member personally can earn points regardless of who paid for the travel or activity. Infants (age 0-23 months) earn points only when holding an own paid seat. For charter tickets and activities with SAS or SAS’ business partners, other rules may apply if stated by SAS.

    2.5 Travel and activities that took place more than six months ago cannot be retroactively registered, unless otherwise stated. New members can register points retroactively for travel or activities that took place up to 30 days before the membership commenced. Retroactive registration can take place only when accompanied by valid documentation requested by SAS and/or SAS business partners. Valid documentation for flights is copy of flight ticket or travel itinerary. Ticket number, flight number, booking class, date to-from and ticketed name must be visible. Documentation sent to SAS will, after the case has been closed, be stored for a maximum period of one month and will then be destroyed. Members are only entitled to points for which they have performed a valid activity. SAS may at any time withdraw points for any activity wrongly registered on the member’s EuroBonus account.

    2.6 Points and benefits are personal and can under no circumstances be sold, transferred, combined, inherited, refunded in cash or used for other purposes than within the EuroBonus program unless otherwise stated by SAS. In case of misuse, points, benefits and documents can be confiscated. Passengers can be refused access to the plane or hotel. If a trip has commenced, the passenger can be charged full price for the remainder of the trip. Exception: Members with registered home address in Denmark may request cash refund of own points according to the Danish Act on Payment Services and Electronic Money (Payment Act). SAS will charge a fee, currently DKK 100, per cash refund. The conversion rate is set by SAS and may vary from time to time and is available upon request. Such cash refund requires written request to SAS EuroBonus, P. Box 150, 2770 Kastrup, Denmark. SAS’ liability in case of loss or misuse of EuroBonus points belonging to members with registered home address in Denmark is governed by §§61-62 in the Payment Act.

    2.7 Members can use their points and take advantage of offers/benefits as soon as they have sufficient valid points in their EuroBonus account, provided that at least one (1) point-qualifying activity is performed in addition to welcome/introduction bonuses. Points are valid for an additional four years after the qualification period during which they were earned. After this deadline, the points become null and void.

    2.8 Members who belong to several different bonus programs can collect points and service benefits only with one program for each leg of a flight, hotel stay, car rental or other activity, unless otherwise stated. When the points are registered, they cannot be transferred to another program.

    2.9 During a hotel stay, points can be earned only for one room by one person at one time.

    2.10 Combined EuroBonus and payment card must be used for payment in order to earn points for purchases through the card.

    2.11 The member does not earn points for tickets, and services bought, but not used, and/or for products that have been refunded.

    2.12 If a member does not earn any points for 24 months, SAS has the right to terminate the membership provided the member has no valid, usable points in his/her EuroBonus account.


    3. USING POINTS

    3.1 Unless otherwise stated by SAS, points and benefits can be used only by the member personally or his/her closest family.

    3.2 Members/legal guardians must ensure that personal login details are not used illegally. SAS is not liable for any consequences of illegal use of personal login details. Members/legal guardians are liable for any use of the points and benefits whether the member or another person is using them. Misuse is defined in Section 1.7. Tickets and documents are sent only to the member’s registered address/email address.

    3.3 The number of offers is limited and can be used provided availability. Seats, rooms, cars etc. can be available for regular purchase even though not available for points/as special offer. Some services/products and/or service benefits do not apply to trips paid wholly or partly with points.

    3.4 Points cannot be used in combination with cash, discount offers, coupons or other special offers, unless otherwise stated by SAS. In case of rebooking and/or cancellation, only valid points are transferred back to the EuroBonus member’s account (expired points cannot be reused) keeping their original expiry date.

    3.5 Only bookings made online can be cancelled online. Valid tickets/documents for cancelled offers must be returned to SAS to obtain a refund. When booking or making changes to offers, the member/legal guardian must take into account the opening hours of SAS EuroBonus and/or SAS’ business partners and/or allow time for enabling delivery of the documents/items. Documents that are stolen or lost before the trip or before the offer should be used, are replaced if possible. Charges and fees may apply.

    3.6 Points can be used as payment for tickets/vouchers issued only by SAS and in some cases by SAS' business partners. Points can be used to purchase a Regular ticket wholly or partly or to purchase a EuroBonus award ticket. Different rules apply for Regular tickets and EuroBonus award tickets as described in Section 3.7 below. Travel agencies are not entitled to issue tickets/vouchers or similar in exchange for points.

    3.7 Unless otherwise stated by SAS: For a Regular ticket, paid wholly or partly with points, the rules for the Regular ticket apply as described in the fare rules provided when booking the Regular ticket. The rules for EuroBonus award tickets are described below. For EuroBonus award tickets and offers the following applies: - Special rules regarding the minimum duration of a stopover may apply. - Maximum ticket validity and advance booking is 330 calendar days. - If the departure and return destination are not the same, the number of points is calculated on the destination in the point table that requires most points. - Points cannot be transferred back after an activity has commenced, and a return trip cannot be rebooked or refunded. - Tickets and offers can be cancelled up to one (1) business day before they should have been used and valid points transferred back to the paying members EuroBonus account. - Rebooking of tickets and offers are, provided the points are still valid, allowed up to one (1) business day before the offer in question must be used (expired points cannot be reused). - If less than one (1) business day before the EuroBonus trip, or arrival at the hotel, the points are not transferred back to the paying member’s EuroBonus account in case of cancellation. - If a member or other person using the member’s points falls ill less than one (1) business day before a EuroBonus trip, a doctor’s certificate is required for rebooking or for a new ticket/voucher to be issued. This applies provided the points are valid. Expired points cannot be reused. In case of changes or if new documents are required SAS EuroBonus must be contacted.

    3.8 In some countries special rules apply for the taxation of benefits within the framework of bonus programs. These rules are defined by the legislators and apply to bonus programs in general in all airlines, hotel chains, etc. Questions on this issue should be addressed to the national tax authorities. SAS accepts no liability for the individual member's tax obligations in connection with the EuroBonus program. Members intending to earn points for activities paid for by their employer must, in some countries, notify their employer of this in advance. Points earned through business travel cannot be used for private purposes without the employer´s permission. Please note that according to Swedish and Norwegian law, state employees may not make private use of points for flight travel, hotel stays, car rental or other activities that are paid for by their employer. In principle, the same rules apply to Swedish and Norwegian public-sector employees. 


    4. PERSONAL INFORMATION 

    4.1 By enrolling in the EuroBonus program (online or otherwise), signing the EuroBonus card or use of the membership number/card the member/legal guardian consents to SAS registering and processing the personal information on members and members’ activities and communicating with members according to what is set out in this Section 4. SAS will not register or process any sensitive personal information within the EuroBonus program.

    4.2 SAS registers and processes the following personal information on members and members’ activities, collectively the “personal information”: - the personal data submitted when applying for EuroBonus membership and/or updating the EuroBonus membership account; - all details collected by SAS and SAS’ business partners regarding travel, hotel and car rental purchases, including origin and destination for the trip, carrier, type of tickets, duration of stay, name and location of the hotel, type of room, car rented, rental time, time of purchase and amounts paid; - all details regarding other purchases or activities entitling the member to earn or use points, including the items purchased, time for the purchase and amounts paid; - demographic data obtained from SAS’ business partners and external sources including, but not limited to, information on home ownership, members of household and vehicle ownership.

    4.3 SAS may also pool personal information collected by SAS with personal information obtained from SAS’ business partners and external sources.

    4.4 The personal information is registered and processed for the following purposes: (i) to administer the EuroBonus membership and points earned and used, (ii) to manage and carry out bookings, (iii) to analyze customer behavior, (iv) to evaluate and improve SAS’ and SAS’ business partners’ business, (v) to update members’ address and contact information and cancel/block EuroBonus accounts of deceased members, (vi) to compile offers and activities alone or together with SAS’ business partners and (vii) to provide customer oriented marketing of SAS’ or SAS’ business partners’ products and services by SAS or SAS’ business partners.

    4.5 All personal information regarding the member is retained by SAS for one year after the last of the member’s earned points expire (the member’s points expire four (4) years after the qualification period during which they were earned) or the membership is terminated, whatever occurs first. Personal information regarding travel, hotel and car rental purchases and other purchases will only be processed for the purposes set out in Section 4.4 (iii)-(vii) for one year from the date it was first collected or subsequently updated.

    4.6 Personal information can be shared with SAS’ business partners in order to coordinate special offers and activities. SAS’ business partners may then pool the personal information received from SAS with its own personal information. The relevant SAS business partner is the data controller and legal person responsible for the handling of that personal information.

    4.7 Personal information shared within the SAS group or with SAS’ business partners can be transferred to countries that do not belong to the European Union or the European Economic Area.

    4.8 SAS and SAS’ business partners may use post, phone (including mobile phone and SMS), email, social media and other digital channels to communicate with members. SAS and SAS’ business partners may send promotional communications to members concerning their respective products and services through the aforementioned means of communication. Communication with members less than 18 years of age will be used by SAS only to confirm the services/offers used. Any other direct communication with members less than 18 years of age will take place only by post and will be addressed directly to the legal guardian. The member/legal guardian can at any time decline to receive marketing from SAS and SAS’ business partners by using the links in the relevant digital communication or by contacting SAS EuroBonus.

    4.9 Scandinavian Airlines System Denmark-Norway-Sweden (SAS) is the data controller and legal person responsible for personal information in accordance with applicable legislation on personal information. The member/legal guardian is entitled to receive information on the respective member’s personal information processed by SAS by contacting SAS EuroBonus. The member/legal guardian is also entitled to request that SAS corrects or deletes information that is incorrect or incomplete. The member/legal guardian can request that personal information is not used for direct marketing purposes by contacting SAS EuroBonus.


    5. GENERAL

    5.1 Except as provided for in any applicable mandatory law, SAS has no responsibility and shall not be liable for any cost or other damage incurred by the member except as expressly stated in these membership terms and conditions. Further, SAS is not liable for any cost or damage incurred by anyone else than the member. All services and benefits within the EuroBonus program and/or paid with points are subject to the membership terms and conditions applicable for such services and benefits.

    5.2 SAS is responsible only for the part that involves the SAS flight itself in accordance with SAS conditions of carriage and service terms. All arrangements, benefits and services in addition to the SAS flight are beyond the responsibility of SAS.

    5.3 Applicable fees, taxes and charges e.g. service fees, airport taxes, local taxes etc. are paid by the member/legal guardian and charged separately. If the member/legal guardian fails to pay or questions the requirement to pay such fees, taxes or charges that accrue to SAS, points cannot be used for the flight/activity in question until payment has been made.

    5.4 Occasionally, EuroBonus members receive special offers. These can be of limited duration or number, for certain markets and for specific groups of members. Registration can also be necessary to be able to take advantage of these offers.

    5.5 Legal guardians of members less than 18 years of age are responsible for ensuring that the minor follows the applicable membership terms and conditions. Legal guardians are also responsible for minors’ use of trips, offers and benefits.

    5.6 SAS reserves the right to change these terms and conditions at any time. The EuroBonus program content, service benefits, rules regarding points and totals as well as other information displayed on the EuroBonus web site only apply until further notice. SAS communicates changes to applicable rules as soon as possible, including rules on earning and using points and consequences for new points, points already earned and activities. Information will take place through at least one EuroBonus communication channel, mainly via the EuroBonus web site. New rules, charts, levels etc apply without exceptions from date set. Members/legal guardians must keep themselves informed of applicable rules. SAS will provide information on changes at the member’s request.

    5.7 The member/guardian can at any time request termination of the membership.

    5.8 SAS is entitled to terminate or replace the EuroBonus program with one month’s notice. If the EuroBonus program is terminated due to legislation, court orders, orders from public authorities or the like, the EuroBonus program can be terminated immediately without notice and earned points will expire immediately without compensation of any kind.

    5.9 If a SAS’ business partner is declared bankrupt, or is otherwise unable to fulfill its undertakings towards SAS or EuroBonus members, retroactive claims cannot be made and SAS will determine how and if points for booked but unused trips are transferred back to the members’ EuroBonus account.


    6. DISPUTES AND APPLICABLE LEGISLATION

    6.1 To the extent permissible by local law or regulation these membership terms and conditions shall be governed by and construed in accordance with Swedish law. SAS and the member submit, to the extent permitted by local law or regulation, to the non-exclusive jurisdiction of the district court of Stockholm to resolve any dispute that may arise out of these membership terms and conditions. 6.2 Any provision of these membership terms and conditions declared void or unenforceable by any competent authority or court shall, to the extent of such invalidity or unenforceability, be deemed severable and shall not affect the other provisions remaining which shall continue unaffected. 6.3 These membership terms and conditions replace all previous versions thereof.


    Privacy policy

    When using SAS web site we will collect information about you, which includes the information you enter in your profile, as well as information on how you use our site. Some technical information is collected using cookies, see more about cookies in our FAQ's, Technical requirements.

    The personal data you submit on SAS web site and the information on how you use our site will be treated with the utmost care and respect. SAS will use your personal data to fulfill our obligations during the handling and administration of reservations, payment and ticket delivery, which will include use of your data for the following purposes: accounting, billing and audit, ticketing, credit or other payment card verification, immigration and customs control, security, administrative and legal purposes, operation of frequent flyer programs, system testing, maintenance and development, customer relations, contact regarding automatic check-in and other flight information etc.

    For these purposes, and subject to the travel arrangements you have chosen, we may need to disclose and transfer your personal data to companies within SAS , airlines and other companies involved in providing your travel and related services, our partner airlines and other partner companies, data processing companies working on our behalf, travel agencies, governments and enforcement agencies, credit card companies, etc., which may involve sending your personal data outside the European Union and the European Economic Area. In compliance with requirements of the U.S. Government, SAS and other airlines allow U.S. Customs and Border Protection to access certain travel and reservation data (referred to as "Passenger Name Record" or "PNR") of passengers flying to, from or through the U.S. These data are used primarily for preventing and combating terrorism and other serious criminal offences. Further information can be obtained upon request from your airline or travel agent.

    In order to present offers and services that we believe are of particular interest to you, SAS may use your personal data for marketing and communication purposes. You may at any time opt out of receiving these marketing communications.

    When you sign up as a subscriber to SAS newsletters via e-mail, you accept that we may use your e-mail address to send you news and other marketing information and communication on a regular basis. We continuously strive to improve and keep this information interesting and relevant for our customers. In order for us to follow up on whether you like or dislike what we send to you, we collect information on the following items; 

    1. Whether you open your e-mail
    2. Whether you click on any links. The data collected are used internally within SAS for statistical purposes.


    SAS will never allow a third party to use your personal data for marketing and communication purposes. You can always delete or change the personal data that you have inserted on SAS web site. 


    Security

    We offer a very high security against loss, misuse and unauthorized access of your personal data and payment details. Processing and data transfer between your web browser and our server is secured using 128 b Secure Sockets Layer (SSL).

    For the purpose of this Privacy policy SAS shall mean Scandinavian Airlines System Denmark-Norway-Sweden and any subsidiary, in which Scandinavian Airlines System Denmark-Norway-Sweden owns, directly or indirectly, fifty per cent or more of the shares.

    Karl Eklund, Head of Digital Sales, is responsible for keeping our privacy policy at SAS website.


    Usage of cookies

    Usage of Cookies

    A cookie, either temporary or persistent, is a small file that is saved in your computer. Typically, websites use cookies to enhance your experience of download times and logging in.

    When you visit the SAS website, we use cookies to register the kind of services our customers are interested in and to measure the traffic on the website. SAS uses the information to enhance our website, adjust our offers and increase our customer service. [Specifically, SAS uses persistent cookies to enhance your experience of download times and to detect Javascript ability.]

    Avoid cookies

    If you do not wish to accept the use of cookies, you can adapt the settings in your web browser (often under Internet options) to automatically reject cookies or to inform you every time a website requests to save cookies.

    Deletion of cookies

    You can also delete cookies, which have already been saved on to your computer. How to do this depends on the type of browser you use. For users of Microsoft Internet Explorer, it can be done from the browser's menu bar. Select Tools/Internet Options. In Internet Explorer 6 and later versions, there is a button named "Delete cookies". In older versions of Internet Explorer, click on Settings, then View files. Locate the cookie named XXX@ibp.scandinavian.net and delete it, or simply press Ctrl-A and delete all files in the temporary Internet files folder.

    Alternatively, you can use Windows Explorer to locate the Temporary Internet Files folder and follow the procedure described above.

    Cookies set to detect JavaScript ability

    To access all of this site's functionality, your browser settings should be set to allow JavaScript. If you have JavaScript turned off, you will be offered a modified version of the SAS website. The browser settings are often found under Internet Options in your browser.

    Consent to use of cookies

    If you adapt the settings in your web browser to accept cookies, you consent to SAS using cookies when you visit the SAS website.


    Copyright and Trademarks

    Copyright information 

    Copyright 2016 Scandinavian Airlines Denmark-Sweden-Norway. All rights reserved. Copyright 2016 OAG, Reed Telepublishing Ltd (schedules). All rights reserved. All reproduction or distribution of any material on any SAS web site (including, but not limited to, text, photographs, movies, music, computer programs, etc.), is strictly prohibited, unless explicitly stated otherwise. 

    Trademarks 

    The SAS trade name and logotype and all related product or service names, design marks, logotypes or slogans are the property of SAS and may not be used in any way without prior written approval from SAS. 

    Hyperlinks to external web sites 

    SAS does not assume any responsibility whatsoever for the content or functionality of external web sites which are not operated or controlled by SAS.


    SAS Youth Tickets

    Identification

    You must be able to prove your age with a valid ID document in the event of ID control performed by SAS staff or its representatives. If you do not hold a valid ID document you may be denied boarding. SAS has the right to cancel your trip if you do not have a valid ID document. Violation of SAS rules for youth tickets may be reported to the police.

    Book

    SAS Youth tickets can be booked online at flysas.com, through SAS telephone sales or your travel agents. Booking by SAS telephone sales incurs a €30 charge/person.

    24-hour money-back guarantee

    When you find the trip you want, book it! More on our 24-hour money-back guarantee.

    Rebooking

    Rebooking of date and time, but not destination, is permitted for a discounted fee of €40 per segment & person (subject to availability). If the rebooked ticket is at a higher price, the passenger will have to pay the difference between the original price and new prices. The original departure time cannot have already elapsed at the time of rebooking. More on rebooking

    Children

    Children under 12 must be accompanied by a passenger aged 16 or older. Children aged 2–11 pay the full youth price. To book, call SAS telephone sales. Unaccompanied minors cannot be booked on youth tickets.



    Travel Extras 

    Upgrade to SAS Plus or SAS Business

    Request confirmed upgrade for points on SAS Intercontinental flights

    • Login is required and the form is available under My EuroBonus.
    • On any scheduled Intercontinental flights operated by SAS.
    • Request can be made 30 days prior to departure flight.
    • Request can be made up until 55 hours prior the flight's local departure time.
    • The number of seats available for upgrade is restricted.
    • You will receive notice 24h prior to departure whether your request was confirmed or not.
    • If your upgrade is confirmed, points will be deducted from the account 48-24 hours prior to departure. At that time sufficient  number of valid points must be available.
    • If you cancel or rebook your trip before your request for upgrade have been processed (usually 48-24 hours prior to departure) no points will have been deducted.
    • If you cancel or rebook your trip after your request of upgrade has been fulfilled, EuroBonus points will not be refunded.
    • If the points have expired before the time of deduction( at the time of flight), the expired points will not be used.
    • Upgrade is available for family and friends, even if the member paying with points is not one of the travelers.
    • Points will be deducted from the requesting EuroBonus member for all passengers in reservation*.
    • The original ticketed class applies as basis for point accrual.
    • Points accrued will be EuroBonus points. When upgraded you will not be able to accrue points on other frequent traveler programs even if that membership number is assigned to your original reservation.
    • Only applicable for SAS operated flights when travelling on a ticketed 117-document.
    • Upgrade not possible if travel originally booked in N or G-class.
    • Upgrade not possible on award travel (X and I-class), charter flights or Travel Industry Discount Fares.
    • Request for an upgrade cannot be cancelled.
    • If upgraded to SAS Plus or SAS Business, Check- in and Fast Track is included at the departure airport of the Intercontinental flight.
    • If upgraded to SAS Business, lounge access is included at the departure airport of the Intercontinental flight.
    • Baggage allowance will be applied as originally booked.


    * If not all passengers in the same reservation are to be upgraded, the passengers must have separate bookings numbers. Members is requested to contact the travel agent who issued the ticket for assistance.


    Standby upgrade for points on SAS Intercontinental flights

    • Standby upgrade on scheduled flight operated by SAS can be used by member and accompanying family members or friends on the same flight.
    • The upgrade request should be made at check-in or at gate. Points will always be deducted at gate.
    • Upgrade is subject to space and meals being available in the upgraded class.
    • Members should make sure that they have sufficient points to use for the upgrade.
    • The standby upgrade do not entitle the bearer to any lounge access or extra baggage allowance.
    • The original ticketed class applies as basis for point accrual.
    • The standby upgrade is not available on charter flights, award trips or codeshare flights.
    • Please note that if you have ordered a special meal, observe that the original meal reserved
    • will be served in the higher class.
    • Standby upgrade for passenger with infant is available subject to available seating and at no
    • additional charge for the infant.
       

    Remark! Standby upgrade decisions are made at the airport at the discretion of our station management on the day of each flight. For this reason, it is not possible to make any requests for standby upgrade in advance.


    Paid lounge access


    Prepaid extra baggage


    Purchase of pre-ordered meals


    Preferred pre-seating

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