Anyone had any luck getting a cancellation certificate from Scandinavian Airlines?

[JennyH]

We recently had a flight from Tromso to Svalbard cancelled due to weather. The replacement flight was a full three days later. My insurance needs a certificate from the airline stating the reason for the cancellation. So far, all I have been able to get is a certificate stating that the last flight we took was delayed by 2 hours, when what I need is the three days. SAS seem to be very hard to actually get hold of. Any advice would be very welcome.

 

[MEL_Traveller]

We recently had a flight from Tromso to Svalbard cancelled due to weather. The replacement flight was a full three days later. My insurance needs a certificate from the airline stating the reason for the cancellation. So far, all I have been able to get is a certificate stating that the last flight we took was delayed by 2 hours, when what I need is the three days. SAS seem to be very hard to actually get hold of. Any advice would be very welcome.

guessing you’ve already used this page? Get a Certificate for a Delayed or Canceled Flight with the original (delayed) departure date?

Just out of interest, did SAS cover your hotels and meals already? (under EU261?)

 

[JennyH]

Yes - I tried that link and it spat out the 2 hour delay for the replacement flight, which is weird as the flight numbers were not the same. I'll try calling Denmark tomorrow (in Denmark business hours).

I have submitted a claim for hotels, but I am not holding my breath. My understanding is that EU261 has a "get out of jail free card" for events outside the airline's control (like weather). My argument is yes, the initial flight was cancelled due to weather, but that it would have been fine weather wise to fly the next day. The extra two days delay was totally in SAS control.

Interestingly, people who were stuck in Svalbard did have their accomodation covered by SAS - but they were all bussed to the cheapest hotels and hostels in the town

 

[MEL_Traveller]

Yes - I tried that link and it spat out the 2 hour delay for the replacement flight, which is weird as the flight numbers were not the same. I'll try calling Denmark tomorrow (in Denmark business hours).

I have submitted a claim for hotels, but I am not holding my breath. My understanding is that EU261 has a "get out of jail free card" for events outside the airline's control (like weather). My argument is yes, the initial flight was cancelled due to weather, but that it would have been fine weather wise to fly the next day. The extra two days delay was totally in SAS control.

Interestingly, people who were stuck in Svalbard did have their accomodation covered by SAS - but they were all bussed to the cheapest hotels and hostels in the town

Extraordinary circumstances - which may include *unusual* weather only - means the airlines don’t have to pay financial compensation for the delayed flight. But they still have to pay your meals and accommodation under their ‘duty of care’ obligations.

Unusual weather doesn’t mean snow in Scandinavia, it would need to be something extreme. Although if authorities closed the airport, that might count!

Under EU261 theyre also supposed to fly you out at the earliest opportunity, even on another airline.

 

[JennyH]

Extraordinary circumstances - which may include *unusual* weather only - means the airlines don’t have to pay financial compensation for the delayed flight. But they still have to pay your meals and accommodation under their ‘duty of care’ obligations.

Thanks - good to know! I'll persevere with the SAS claim and also see if I can get something in writing from the airline stating the cancellation and the reason (weather) rather than something like "war", which isn't covered by my travel insurance.