You’re still waiting for your SAS refund…
You requested a full refund due to flight cancellation, but unfortunately, the refund process takes longer than expected. You may have received a notification explaining this delay, or you may still be waiting to hear from them. Regardless of the circumstances, one thing is certain. In the EU, these procedures are regulated by laws, and according to legislation, your SAS refund should be processed within 7 days.
What should you do if it’s taking longer than that?
SAS Refund Delays: Your Action Plan
When an airline cancels a flight, they are obliged to offer you a refund.
In the European Union, if SAS cancels a flight, they are legally required to offer you either a full SAS refund or a new flight. It’s crucial to understand that sometimes you can only get a refund, but at other times, you can get both a refund and flight cancellation compensation.
Step 1: Reach out to SAS
Connect with SAS customer service through their website.
Unless a significant, unforeseen event has occurred, such as the onset of a global pandemic, they should respond within a week. If you haven’t heard back from them after a week, send additional messages.
Repeat this every few days if necessary to make sure they notice your request.
Step 2: Connect with SAS on Social Media
If you get no response from SAS, turn to social media to get your SAS refund.
If after several weeks there’s still no response, use platforms like Facebook and Twitter to draw their attention. Remind them of the 7-day deadline and reference Regulation (EC) No 261/2004, Articles 5 and 8.
Step 3: Decline Vouchers
Your refund should be returned directly to your bank account.
You’re not obligated to accept SAS vouchers.
Step 4: Get in Touch with the National Enforcement Body (NEB)
Every EU member state has a NEB.
Contact the NEB from the country your flight departed. Suppose your flight originated in Germany. In that case, you should reach out to the “Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte”. For flights outside the EU, contact the NEB of the destination country. You can find the contact information for these organizations here on this page.
The fourth option is the most impactful, but it’s also the most time-consuming. It usually takes around two months for the relevant NEB to reach a decision, and then you’ll have to wait for SAS to process the payment. For the best results, continuously remind SAS about your request on their social media pages and through other communication channels.
SAS Refund: When Are You Entitled to One?
In which situations you can get SAS refund?
Under EU laws, you are entitled to a full refund if SAS cancels your flight.
If SAS cancels a flight, they must offer you a choice between a re-route (free replacement flight) or a full refund of your ticket price. This applies regardless of why the flight was cancelled, including extraordinary circumstances. It also doesn’t matter if it’s a last-minute flight cancellation or not.
The refund for a cancelled flight must be paid within seven days.
If the airline delays the refund process, it’s a violation of EU regulations, and passengers may consider escalations.
What If You’re the One Who Cancels the Flight?
If you’re the one cancelling the flight, the refund conditions become more complex. Here are some factors to consider:
- Flexible tickets. If your ticket is flexible, you’re likely eligible for a refund, but always check the airline’s terms and conditions.
- Non-refundable tickets. Typically, non-refundable tickets do not offer full refunds. However, airlines often offer to refund taxes included in your ticket price.
- Travel insurance. If your travel insurance covers cancellations, you might be able to get a refund from your insurance provider, depending on the cancellation reason.
- Cancellation within 24 hours of booking. Some airlines offer full refunds if you cancel your flight within 24 hours of booking. Make sure you read the terms and conditions before booking.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
Unforeseen situations such as severe weather conditions, strikes by airport staff (excluding airline employee strikes), or safety matters are typically deemed as extraordinary circumstances. In these cases, the airline is not typically liable for the cancellations.
Yet, under the EU regulations (Regulation (EC) No 261/2004), if an airline cancels a flight, they are legally obligated to offer passengers an option between a complete refund and re-routing/new flight. This implies that even if the cancellation arises due to extraordinary circumstances, the passenger is still eligible for a refund.
Remember, the refund should be processed within a span of seven days. If the refund process is delayed, feel free to adhere to the previously discussed step-by-step plan.
What is your experience with SAS refunds? Have you ever received a refund from SAS? Share your experience in the comments!
Featured photo by Nataliya Vaitkevich from Pexels