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Thank you for getting in touch with us.
I am sorry that your trip did not go according to plan, and I do understand your disappointment and frustration.
Flight SK1584 was delayed as a result of an incident with a passenger, where the passenger choose to smoke on the aircraft even though there were signs informing that smoking is not allowed. Due to the smoke, security measures were taken and a fire distinguisher was used. Since the Malaga Airport is not a homebase for us, we had to wait for a new fire distinguisher to be delivered to Malaga. This situation is in accordance with the EU regulation something that is considered to be an extraordinary circumstance that could not be forseen and for which airlines can not be held responsible.
Since the delay could not be avoided, despite the fact that all the measures that could reasonably be taken in the current situation were taken, we are unable to meet your request for compensation according to EU261/2004 in this case.
To delay, or in the worst case, cancel a flight is our last alternative, however, sometimes it is unfortunately the only option. When this happens we reimburse food and beverage, telephone calls, accommodation and if applicable transport to/from the hotel you may have had during the delay.
Should you have had any of these extra costs I will be glad to help you. Please send me:
· A cost specification
· Receipts, scanned or photos will be fine
The easiest way to send me this information is to reply to this mail without changing the subject field.
It is my hope that you will choose SAS for your future travel, as we are looking forward to seeing you onboard again soon..
Kind regards
Och inte heller fattar jag hur jag kan redigera det förra inlägget, så jag får be om ursäkt för onödiga amatörmässiga dubbelposter.