What happens when your flight is cancelled?
Mar 7, 2016, 1:36 pm
#1
Original Poster
Join Date: Sep 2015
Location: Chicago
Posts: 244
What happens when your flight is cancelled?
I know this is a very basic question, but I was just looking at the flight stats for SK943 and noticed it's been cancelled twice in the last week. I'm taking that flight in a few weeks and it got me thinking. I've flown domestically and had flights cancelled but it's always either been something where they cancelled a couple days ahead because weather was coming and they informed me or they cancelled my flight but there was another 15 flights that day, so I just got the next one home to Chicago. There's not a lot of flights CPH-ORD though. If they decide to cancel the flight, would they just automatically rebook me on the same flight the next day? Do I have to wait in a horrible line (I've got no status - first time flying SAS).
In preparing for worst case scenarios (because that's what I do), what would I need to do if my flight was cancelled? I'm assuming I can't just rebook online?
In preparing for worst case scenarios (because that's what I do), what would I need to do if my flight was cancelled? I'm assuming I can't just rebook online?
Mar 7, 2016, 1:54 pm
#2
Join Date: Sep 2012
Location: AGH
Posts: 5,961
You will be rebooked on the next connection available which might not be a direct CPH-ORD but e.g. CPH-EWR-ORD. Often enought they will already have a new connection mapped out when you check-in.
Pro-Tip: Save the local SAS phone number and have your reservation number handy. Then instead of running to the rebooking counter just call in and ask for options.
There are plenty of options to ORD from CPH, e.g. CPH-EWR-ORD, CPH-IAD-ORD, CPH-BOS-ORD (all with first leg on SK, second on UA) or CPH-YYZ-ORD on Air Canada, CPH-FRA-ORD on LH/UA, CPH-MUC-ORD on LH/UA, CPH-WAW-ORD with LOT... and a lot more.
Don't worry. Chances you will get stuck are close to 0 and there is a good chance your flight will just be ok.
Pro-Tip: Save the local SAS phone number and have your reservation number handy. Then instead of running to the rebooking counter just call in and ask for options.
There are plenty of options to ORD from CPH, e.g. CPH-EWR-ORD, CPH-IAD-ORD, CPH-BOS-ORD (all with first leg on SK, second on UA) or CPH-YYZ-ORD on Air Canada, CPH-FRA-ORD on LH/UA, CPH-MUC-ORD on LH/UA, CPH-WAW-ORD with LOT... and a lot more.
Don't worry. Chances you will get stuck are close to 0 and there is a good chance your flight will just be ok.
Mar 7, 2016, 2:20 pm
#3
Original Poster
Join Date: Sep 2015
Location: Chicago
Posts: 244
You will be rebooked on the next connection available which might not be a direct CPH-ORD but e.g. CPH-EWR-ORD. Often enought they will already have a new connection mapped out when you check-in.
Pro-Tip: Save the local SAS phone number and have your reservation number handy. Then instead of running to the rebooking counter just call in and ask for options.
There are plenty of options to ORD from CPH, e.g. CPH-EWR-ORD, CPH-IAD-ORD, CPH-BOS-ORD (all with first leg on SK, second on UA) or CPH-YYZ-ORD on Air Canada, CPH-FRA-ORD on LH/UA, CPH-MUC-ORD on LH/UA, CPH-WAW-ORD with LOT... and a lot more.
Don't worry. Chances you will get stuck are close to 0 and there is a good chance your flight will just be ok.
Pro-Tip: Save the local SAS phone number and have your reservation number handy. Then instead of running to the rebooking counter just call in and ask for options.
There are plenty of options to ORD from CPH, e.g. CPH-EWR-ORD, CPH-IAD-ORD, CPH-BOS-ORD (all with first leg on SK, second on UA) or CPH-YYZ-ORD on Air Canada, CPH-FRA-ORD on LH/UA, CPH-MUC-ORD on LH/UA, CPH-WAW-ORD with LOT... and a lot more.
Don't worry. Chances you will get stuck are close to 0 and there is a good chance your flight will just be ok.
Mar 8, 2016, 7:33 am
#5
Join Date: Mar 2016
Location: Preferable @30.000 feet
Programs: More than one
Posts: 1,673
I know this is a very basic question, but I was just looking at the flight stats for SK943 and noticed it's been cancelled twice in the last week. I'm taking that flight in a few weeks and it got me thinking. I've flown domestically and had flights cancelled but it's always either been something where they cancelled a couple days ahead because weather was coming and they informed me or they cancelled my flight but there was another 15 flights that day, so I just got the next one home to Chicago. There's not a lot of flights CPH-ORD though. If they decide to cancel the flight, would they just automatically rebook me on the same flight the next day? Do I have to wait in a horrible line (I've got no status - first time flying SAS).
In preparing for worst case scenarios (because that's what I do), what would I need to do if my flight was cancelled? I'm assuming I can't just rebook online?
In preparing for worst case scenarios (because that's what I do), what would I need to do if my flight was cancelled? I'm assuming I can't just rebook online?
When SAS is rebooking, they are taking those that are on their toes first, then according to you EB/StarAlliance status and booking class.
SAS will try to get your there with max 1 day delay, but for the best alternative (CPH-ARN-ORD) to work you need to know about the cancellation early enough to catch the 11:45am flight to ARN. Otherwise you won't make it to ARN before the ORD plane takes off.
If you don't push them, you would properly be in the worst case case group, which is next day on same flight or same day with a long layover in US, and I agree changing planes in US should be avoided if possible. Specially because domestic flights in US are constantly overbooked, so without any status and flying eco, you have a high risk for a long layover.
Sometimes SAS offers that you can rebook through the SAS app, but I haven't been able to figure out when it's possible and when not, just like I can't figure out when I can do app checkin in US and when not.
Mar 8, 2016, 7:40 am
#6
Join Date: Sep 2012
Location: AGH
Posts: 5,961
Check-in via the app only works if the API is filled in and in fact the SAS system thinks it is filled in... I always have it filled in my booking/reservation but 50% of the time the check-in does not work and I have to walk to the counter where I'm told that I did not fill the API... 
Rebooking never worked for me via the app, but I'm usually rebooked automatically and get a SMS with my next connection .
Rebooking never worked for me via the app, but I'm usually rebooked automatically and get a SMS with my next connection .
Apr 11, 2016, 6:59 am
#7
Join Date: Apr 2013
Location: Stockholm
Programs: EuroBonus Diamond
Posts: 171
SAS will rebook you, not doubt about that, but without status and flying economy (assuming) you need to be on your toes to get a good alternative.
When SAS is rebooking, they are taking those that are on their toes first, then according to you EB/StarAlliance status and booking class.
When SAS is rebooking, they are taking those that are on their toes first, then according to you EB/StarAlliance status and booking class.
I was informed that it would be impossible to re-route me on any other carrier (not even within *A) and that I would have to wait until the following day's SAS flight. I pointed out that this would create unnecessary costs for food, hotel and rental car on this end, and force me to cancel scheduled business meetings in Stockholm, but that made no difference.
When I asked about reimbursement levels and procedures I was informed that no information was available regarding standard compensation for a 24hr. delay, and that all such reimbursements are handled through http://www.flysas.com/feedback
I was also encouraged to wait for the rebooking information that will be sent out via SMS.
When similar delays or cancellations have occurred for us on other airlines that participate in alliances we have always been provided with routing options. Sometimes these have been limited to within the alliance, but not always. I have been under the mistaken impression that SAS would provide a similar service if ever needed. Very disappointed to find out that I have been mistaken regarding that.
Apr 11, 2016, 7:12 am
#8
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,127
You were fed BS. Just call again and say that you want an involuntary rerouting onto another IATA carrier as the flight is cancelled. As it happened within 24h they can just put you onto a *A partner without endorsement.
Apr 11, 2016, 7:19 am
#9
Join Date: Jul 2012
Programs: BA Gold (OWE), SAS Diamond (*G)
Posts: 584
When similar delays or cancellations have occurred for us on other airlines that participate in alliances we have always been provided with routing options. Sometimes these have been limited to within the alliance, but not always. I have been under the mistaken impression that SAS would provide a similar service if ever needed. Very disappointed to find out that I have been mistaken regarding that.
Have you talked to your travel insurance company? Also, did you ask SK if they would change you to flying SK936 to CPH from SFO tomorrow (and thence on to ARN)? Then you just have to get yourself to SFO, perhaps if you are on UA or VX they might check through your bags, if you have any, since there's an interlining agreement, although I have no experience of this on separate tickets. Then either claim back the LAX-SFO ticket from your insurance company or tell SAS to pay up afterwards.
Just a few more ideas...
Apr 11, 2016, 7:44 am
#10
Moderator: Lufthansa Miles & More, India based airlines, India, External Miles & Points Resources
Join Date: Dec 2002
Location: MUC
Programs: LH SEN
Posts: 48,127
These are the official guidelines to agents:
SK can rebook onto others under IATA 752d so stand your ground.
Cancellations and delays - Standard Procedures
Following guidelines must always be followed in irregularity situations, unless other information is published on the Traffic News page.
Cancellations can be divided into two groups
Cancellations caused by extra ordinary circumstances
Cancellations not caused by extra ordinary circumstances
Cancellations caused by extra ordinary circumstances unable to foresee
Bad weather
Strikes
Technical reasons
Political instability
Security risks
Air Traffic Management decisions
Passengers who are facing a cancellation caused by extra ordinary circumstances are entitled to the following assistance:
Care - meals and refreshments, hotel accommodation for one or more nights if necessary, transport to/from airport and hotel, two phone calls, telex, e-mails or faxes
Rebooking to other SK-flight or return to first point of departure
Refund
Note: Care only apply for SK operated flights and SK wet lease flights.
Cancellations not caused by extra ordinary circumstances planned in advance
If a flight is cancelled in advance, or affected by a schedule change, this is to be considered as "not caused by extra ordinary circumstances".
These types of cancellations or changes, must always be taken care of at least 14 days before scheduled departure.
Passengers holding reservations, affected by cancellation or schedule change in advance, are entitled to the following assistance:
Rebooking to other SK flights within ticket validity, if given alternative is not acceptable
Refund
Delays at airport
Passengers facing delays more than two hours are entitled to care.
Passengers shall be offered care - meals and refreshments, hotel accommodation for one or more nights if necessary, transport to/from airport and hotel, two phone calls, telex, e-mails or faxes when applicable.
Delays more than 3 hours on departure time - point to point
If a flight is delayed more than 3 hours, passengers have the right to reimburse the ticket within 7 days or rebooking to other SK-flight.
Delays more than 3 hours on departure time - in transfer
If rebooking of a transfer flight gives more than 3 hours delay, passengers have the right to reimburse the ticket within 7 days, rebooking to other SK-flight or return to the first point of departure.
Passengers holding One Way tickets
Delays more than 3 hours on departure time - from point of origin
If a flight is delayed more than 3 hours, the passengers have the right to reimburse the ticket within 7 days or rebooking to other SK-flight.
Delays / Cancellations - in transfer
If a flight is delayed and causes a misconnection, the passengers shall be rebooked to next available SK-flight to point of destination.
No refund of used segments.
Delays more than 3 hours on arrival time - point to point
EU compensation may be paid out if delay is not caused by extraordinary circumstances when arriving later than 3 hours after schedule time.
Delays more than 3 hours on arrival time - in transfer
EU compensation may be paid out if rebooking of a transfer flight gives more than 3 hours arrival delay after schedule time, and delay is not caused by extraordinary circumstances.
Updated 10DEC15 14.51
Following guidelines must always be followed in irregularity situations, unless other information is published on the Traffic News page.
Cancellations can be divided into two groups
Cancellations caused by extra ordinary circumstances
Cancellations not caused by extra ordinary circumstances
Cancellations caused by extra ordinary circumstances unable to foresee
Bad weather
Strikes
Technical reasons
Political instability
Security risks
Air Traffic Management decisions
Passengers who are facing a cancellation caused by extra ordinary circumstances are entitled to the following assistance:
Care - meals and refreshments, hotel accommodation for one or more nights if necessary, transport to/from airport and hotel, two phone calls, telex, e-mails or faxes
Rebooking to other SK-flight or return to first point of departure
Refund
Note: Care only apply for SK operated flights and SK wet lease flights.
Cancellations not caused by extra ordinary circumstances planned in advance
If a flight is cancelled in advance, or affected by a schedule change, this is to be considered as "not caused by extra ordinary circumstances".
These types of cancellations or changes, must always be taken care of at least 14 days before scheduled departure.
Passengers holding reservations, affected by cancellation or schedule change in advance, are entitled to the following assistance:
Rebooking to other SK flights within ticket validity, if given alternative is not acceptable
Refund
Delays at airport
Passengers facing delays more than two hours are entitled to care.
Passengers shall be offered care - meals and refreshments, hotel accommodation for one or more nights if necessary, transport to/from airport and hotel, two phone calls, telex, e-mails or faxes when applicable.
Delays more than 3 hours on departure time - point to point
If a flight is delayed more than 3 hours, passengers have the right to reimburse the ticket within 7 days or rebooking to other SK-flight.
Delays more than 3 hours on departure time - in transfer
If rebooking of a transfer flight gives more than 3 hours delay, passengers have the right to reimburse the ticket within 7 days, rebooking to other SK-flight or return to the first point of departure.
Passengers holding One Way tickets
Delays more than 3 hours on departure time - from point of origin
If a flight is delayed more than 3 hours, the passengers have the right to reimburse the ticket within 7 days or rebooking to other SK-flight.
Delays / Cancellations - in transfer
If a flight is delayed and causes a misconnection, the passengers shall be rebooked to next available SK-flight to point of destination.
No refund of used segments.
Delays more than 3 hours on arrival time - point to point
EU compensation may be paid out if delay is not caused by extraordinary circumstances when arriving later than 3 hours after schedule time.
Delays more than 3 hours on arrival time - in transfer
EU compensation may be paid out if rebooking of a transfer flight gives more than 3 hours arrival delay after schedule time, and delay is not caused by extraordinary circumstances.
Updated 10DEC15 14.51
Apr 11, 2016, 8:02 am
#11
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Phone agents are often poorly trained and have absolutely no understanding of the difference between passengers calling in to make voluntary changes and those who must make changes.
Anytime you hit a "no" simply politely end the call and dial back. The one thing to avoid is an argument which causes the agent to note the PNR with the decision. Undoing that can take a lot more work and a lot more supervisory work.
Making arguments about economics and logic won't work. Front-line agents only deal with front-line issues. And it might not be true that rerouting you onto another carrier nets SA more than paying for a hotel and a few meals.
If on your second call, you cannot make progress, simply ask for a manager/supervisor.
As an alternative, take a moment to look at whether there are any last minute fares back to ARN on any other carrier which beat the value of your unused segment. Sometimes there are. If there are, do bear in mind that you are absolutely entitled to a refund of your unused SA ticket segments. You may then purchase whatever you want. If that is a savings, you can save, but you will forfeit your EC 261/2004 claims.
Anytime you hit a "no" simply politely end the call and dial back. The one thing to avoid is an argument which causes the agent to note the PNR with the decision. Undoing that can take a lot more work and a lot more supervisory work.
Making arguments about economics and logic won't work. Front-line agents only deal with front-line issues. And it might not be true that rerouting you onto another carrier nets SA more than paying for a hotel and a few meals.
If on your second call, you cannot make progress, simply ask for a manager/supervisor.
As an alternative, take a moment to look at whether there are any last minute fares back to ARN on any other carrier which beat the value of your unused segment. Sometimes there are. If there are, do bear in mind that you are absolutely entitled to a refund of your unused SA ticket segments. You may then purchase whatever you want. If that is a savings, you can save, but you will forfeit your EC 261/2004 claims.
Apr 11, 2016, 8:10 am
#12
Join Date: Jan 2003
Location: HEL
Programs: *G, used to be with TK but left due to their corruption and political ties
Posts: 4,404
Phone agents generally have much less leeway in what they are allowed to do compared to airport agents.
Apr 11, 2016, 10:37 am
#13
Join Date: Mar 2016
Location: Preferable @30.000 feet
Programs: More than one
Posts: 1,673
Just found out that SK940 (LAX-ARN) for 12 April is cancelled. I'm in LA and was supposed to be on that flight. Haven't received a suggestion from SAS re: rebooking, so I thought I'd try to be proactive and called customer service (Swedish number) to make suggestions myself, based upon other promising options available later that day.
If you have booked the tickets through a travel agency, they might be able to reroute you, and send the cost to SAS. I don't know the details, but the rules are a little different for cancellations over and under 24 hours.
Apr 11, 2016, 3:32 pm
#15
Join Date: Apr 2013
Location: Stockholm
Programs: EuroBonus Diamond
Posts: 171
Just spoke with a more amenable agent on the US line. She said that because the cancellation was announced more than 24 hours prior to the flight that the standard procedure is to re-book on SAS metal.
I explained that if their goals were truly to improve customer satisfaction and save money, that they could accomplish both by re-booking me onto any one of the other 1-stop flights departing later that afternoon, thus saving themselves from needing to compensate me for an extra night's lodging, etc. and enabling me to get back in time for my Thursday meetings.
She spoke with a supervisor and they both seemed to think that was reasonable. They offered to fly me back LAX>SFO>CPH>ARN, but it leaves earlier than my original flight and that does not work for me. I countered with LAX>FRA>ARN, which works much better for my schedule, minimizes travel time, and eliminates the domestic flight here in the US. For a plan B I suggested the United flight to LHR, followed by SAS to ARN. She has to get approval from Stockholm for either one of those, but promised to call me back once she had spoken with them.
Fingers crossed...
Update: They agreed to LAX>FRA>ARN. I thanked my call agent and her supervisor for their professional help. If they were all that good, things would be better for SAS (and their customers.)
I explained that if their goals were truly to improve customer satisfaction and save money, that they could accomplish both by re-booking me onto any one of the other 1-stop flights departing later that afternoon, thus saving themselves from needing to compensate me for an extra night's lodging, etc. and enabling me to get back in time for my Thursday meetings.
She spoke with a supervisor and they both seemed to think that was reasonable. They offered to fly me back LAX>SFO>CPH>ARN, but it leaves earlier than my original flight and that does not work for me. I countered with LAX>FRA>ARN, which works much better for my schedule, minimizes travel time, and eliminates the domestic flight here in the US. For a plan B I suggested the United flight to LHR, followed by SAS to ARN. She has to get approval from Stockholm for either one of those, but promised to call me back once she had spoken with them.
Fingers crossed...
Update: They agreed to LAX>FRA>ARN. I thanked my call agent and her supervisor for their professional help. If they were all that good, things would be better for SAS (and their customers.)
Last edited by Daner; Apr 11, 2016 at 4:03 pm
