Had an interesting chat about my case with someone at SAS travel service online today. After receiving my case number he said "wait a minute". After about 7 minutes he came back with: " I tried asking our Customer Care-department but I couldn't get an estimate at the moment." as an answer as to when I could expect a response. Two weeks ago, I thought I was just a couple of days from getting a response, last week that changed to "as soon as possible... your case is registered" and now they can't even give me an estimate as to when the case will be handled. Do EU passenger rights specify how long an airline can delay case handling?