Special assistance

Travel is for everyone

• Certain types of disabilities requires assistance

  At the airport

  If you have certain types of disabilities, you might need assistance at the airport. To be sure that you receive the help and assistance you need, fill out the request form when booking your ticket.  

  Onboard

  You must travel with an assistant if you:
  

  • are blind and deaf
  • have a mental or physical disability that requires assistance
  • are dependent on inflight medical assistance
  • do not have the capacity to understand and respond to safety instructions from cabin staff.

  An assistant or caregiver is a person responsible for your comfort and well-being while you board and leave the aircraft, your general safety during the flight and emergency assistance in the case of an evacuation. This person must be 18 years of age or older and must sit beside you.

• Reduced mobility

  Before your trip

  Depending on the aircraft, there may be restrictions on the type of equipment you can bring onboard. For safety and other reasons, we sometimes need to change aircraft. If this affects your ability to travel with a physical aid or equipment, you'll be offered another flight.

  • You may bring a wheelchair or a walker onboard free of charge. These must be booked and registered no later than 48 hours prior to departure. 
  • If you have a physical aid or piece of equipment that requires extra space due to its weight or size, please let us know when you book your trip.

  At the airport

  If you have an agreed meeting place for your requested assistance, you’ll need to be there 2 hours before departure. Unless otherwise agreed in writing, you need to be at the check-in counter at least 1 hour before departure.
  

  Onboard

  We'll do everything we can to make you as comfortable as possible, and our cabin staff can assist you with most things. Here's what you can expect when you travel with us:

  • On intercontinental flights (A330/A340 aircraft):
    • A special wheelchair is available for travelers with limited mobility to move to/from the toilet.
    • At least one accessible toilet onboard fitted with special handles.
  •   On domestic and European routes:
    • No special wheelchair is available.
    • Toilets are of standard size and fitted with a special handle for enhanced mobility.

  

  SAS' cabin crew cannot assist you with matters such as: lifting or carrying you, helping you with your meals, administering or monitoring your intake of medication or assisting with visits to the toilets.
• Hidden disabilities

  Passengers with an intellectual or developmental disability (DPNA)

  We appreciate that some of our customers with mild or hidden disabilities sometimes need a little more help. 

  If you are traveling alone, you must be able to:

  • Fasten and unfasten your seat belt.
  • Get out of your seat and reach an emergency exit unaided.
  • Retrieve and put a life jacket and oxygen mask on without assistance.
  • Follow the safety briefing and instructions given by the crew in an emergency situation.
     

  If you need assistance 
  

  To guarantee the best possible service, you need to contact Customer Service at least 48 hours before departure.

• Seating on board

  Once you have received a confirmation of your requested assistance you have the option go to My Bookings and choose a specific seat for a fee. You can do this up until 30 hours before departure.

  Otherwise we will assign you a suitable seat free of charge when you check in at the airport. You can also choose a seat based on the type of assistance you require when you check in online, starting 30 hours before departure.

• Service and emotional support animals

  Emotional support/psychiatric service animals assist individuals with emotional, psychiatric or cognitive disabilities. Specific training isn’t required for animals to meet this classification. Only dogs are accepted as emotional support animals.

  Flying in the cabin

  Fully trained service animals and emotional support/psychiatric service animals may fly in the cabin at no charge if they meet the requirements below. Remember that advance notice and approval is required, so please fill out the form a soon as possible after booking.

  Requirements

  One emotional support/psychiatric service animal per person.

  • Animal must be a dog.
  • Animal must be clean and well-behaved.
  • Animals must be able to fit at your feet, under your seat or in your lap (lap animals must be smaller than a two-year old child).

  Emotional support/psychiatric service animals cannot:
  

  • Be seated in an exit row.
  • Protrude into or block aisles.
  • Occupy a seat.
  • Eat from tray tables.

  If your animal doesn’t fit within the allowed spaces, you may need to:

  • Rebook to a flight with more open seats.
  • Buy an extra seat for more space and comfort. The animal must still be seated on the floor.
  • Check the animal in as cargo.

  Animal behavior

  Emotional support/psychiatric service animals must be trained to behave properly in public and won’t be permitted in the cabin if they display any form of disruptive behavior that can’t be successfully corrected or controlled, including but not limited to:

  • Growling.
  • Biting or attempting to bite.
  • Jumping on or lunging at people.
  • Emotional support/psychiatric service animals must always be in your control by leash and/or harness.

  If this behavior is observed at any point during your journey and isn't corrected or controlled, the animal will be considered a pet and all requirements and applicable fees will apply.

  Trained service animals

  Trained service animals have been specifically trained to perform life functions for individuals with disabilities, including but not limited to:

  • Visual impairments.
  • Deafness.
  • Seizures.
  • Mobility impairments.

  Documentation and forms required for travel

  You must be prepared to show the following documentation throughout your trip:

  • Medical/mental health certificate from a licensed mental health professional, verifying the dependency.
  • Veterinary health declaration, including the necessary vaccination records.
• Damaged or lost physical aids

  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. Please note that we do not offer compensation for fragile or valuable objects.

  Apply for compensation