Scandinavian Airlines System SAS

Operational Claims Specialist

Do you enjoy tackling complex challenges and making decisions that directly impact the travel experience of thousands of passengers? Are you motivated by working at the intersection of operations, regulations, and customer service? If so, we hope you want to continue reading!

Challenges you will work on

As an Operational Claims Specialist, you will be at the heart of SAS Customer Service department, handling complex passenger rights claims and operational disruption cases. You will combine regulatory expertise, commercial judgment, and cross-functional collaboration to make informed decisions, deliver fair outcomes, and help shape efficient, customer-focused solutions that benefit both travelers and the business.

Key responsibilities:

• Collaborate closely with operational departments to investigate disruptions and determine appropriate customer service measures
• Ensure compliance with relevant air passenger rights regulations while applying sound business judgment
• Collect and structure documentation to support legal statements and escalated cases
• Apply a strategic and commercially balanced approach to case management and negotiations
• Act as a key contact point towards national enforcement bodies and industry organizations
• Contribute to improving processes and strengthening cross-functional collaboration
• Support the handling of escalated customer complaints with clarity and confidence
• Share knowledge and provide guidance to customer service colleagues

The Team

You will join a dedicated and knowledgeable team of 12 colleagues based across our three Scandinavian capitals, with your primary workplace at SAS headquarters in Frösundavik, Stockholm. The team brings together legal professionals and specialists, combining deep expertise with a strong collaborative mindset. We value precision and efficiency, but equally a holistic perspective when solving complex matters. Our culture is characterized by mutual support, open dialogue, and a shared ambition to continuously improve how we work, both as individuals and as a team.

To be successful, we believe you have

• Education in a relevant field or equivalent work experience
• Previous work experience within the airline industry
• Strong ability to structure, prioritize, and manage multiple parallel cases
• High level of accuracy combined with sound judgment
• Self-driven with a strong sense of ownership and accountability
• Comfortable working in an international environment and collaborating across distributed teams

Why SAS?

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:

• Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
• Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.
• Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.
• Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.
• Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths.

Additional information

• Deadline for application: 13 March 2026. Please apply as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations.
• Desired start date: As soon as available
• Position: Full-time (100%) with a 6-month probation period
• Location: Frösundavik, Stockholm. Partial remote work is possible according to hybrid policy.
• To be eligible for this position you need an EU-work permit. Please note that we ask you to inform us if you currently have a valid EU-work permit.

If you have questions about this position, you are welcome to contact Alexander Vasberg, Head of Customer Liability, via email: [email protected].

Come and fly with us!