Originally Posted by dark_phoenix

Generally with SAS, the "Pro" ticket series (e.g. SAS Go Pro, SAS Plus Pro, SAS Business Pro) are the ones that you can most easily rebook (paying the difference in fare if applicable) or cancel.

The "Smart" series of ticlets do have various restrictions on them. When you first made the booking, you should have gotten an email that included the fare rules for your ticket. That will tell you what is allowed in terms of changes.

i don't have any advice other than to re-read the fare rules of your ticket. Maybe there is a (low) chance that the CSR you spoke to misunderstood the fare rules for your ticket or made a mistake. You can also try calling again to see if you get a different response (not unusual for that to happen).

SAS is one of the airlines where I always read the fine print as soon as the email arrives. I do that in part because they never tell you the fare class of the ticket before purchase. So if a mistake was made I can cancel free of charge within the 24 time window.

Anyway, hope you are able to find a resolution.