Terms and Conditions

Security and Privacy Policy

Sterling's website uses SSL (Secure Socket Layer) when you pay via the Internet. SSL is a digital confirmation of encoded data whereby your personal information is protected against misuse.

Sterling collects information partly through the information that you enter, and partly with the help of cookies (see below). All personal information is treated in confidence and will never be communicated to any other person, company or organisation without your consent, unless so required by legislation or the public authorities. Your information is collected solely in order to fulfill our commitments under our agreement with you, and to send you marketing material (unless you have requested us not to do this). You may at any time request us to inform you of any information we have registered about you, and correct any false information or object to our use of your information, e.g. for marketing purposes, by contacting:
+45 70 10 84 84  (Denmark)
+46 08 5876 9148  (Sweden)
+47 815 58 810  (Norway)
+33 015 569 55 71  (France)
+39 02 6963 3595  (Italy)
+34 91 7496 643  (Spain)
+44 (0)870 787 8038 (Great Britain)

Use of cookies
Sterling uses temporary cookies at its website, e.g. when you visit Club Sterling, and when you order flights or gift vouchers in our booking system. These cookies are necessary in order to ensure that our servers can recognise you from one web page to another, and thereby remember what you have selected on the preceding pages, for example in our booking system. When you leave our web site, these cookies will automatically be deleted from your computer after a period of time.

Cookies are small text files that are stored on your computer. You can delete cookies yourself, if you so wish. Most Internet browsers will automatically accept cookies, but you can alter your browser's settings so that it will not accept them. If you disable cookies on your browser, however, you will experience problems when using our web site, for example when you wish to use our booking system. Our advice, therefore, is not to disable cookies in your browser. Our cookies contain no personal information.

About online booking

Can everybody book on the Internet?
You must be 18 years of age in order to book on the Internet.

Internet discount

If you choose to book over the internet, you will save 10% on all trips.

How do I pay?
When you book your flight on sterling.dk, you can pay with VISA, VISA Dankort, Eurocard, Mastercard, Diners or American Express.

The flight-types below cannot be booked online:

• Children (2-12 years) travelling without an adult companion
• Groups (16 persons or more)
• Special arrangements

Instead, please contact our ticket reservation on one of the following telephone numbers:
+45 70 10 84 84  (Denmark)
+46 08 5876 9148  (Sweden)
+47 815 58 810  (Norway)
+33 015 569 55 71  (France)
+39 02 6963 3595  (Italy)
+34 91 7496 643  (Spain)
+44 (0)870 787 8038 (Great Britain)

At check-in, you must produce a valid passport and any required visa.

Fare regulations

Low fare
Our cheapest price category is Low fare. If you wish to change or cancel your ticket you pay a fee.

Changing Low fare tickets:

• Change of date, time or name: Possible against a fee of DKK (Denmark): 299 / NOK (Norway): 332 /SEK (Sweden): 374 /EUR: (outside Scandinavia) 40 per one-way per passenger.
• Changes may take place via Sterling's Call Centre no later than two hours before the planned departure.
• Please note that changes made via the Internet can take place no later than 24 hours before the planned departure.
• Changes can be made free of charge until 2 hours after purchase.
• If you change your ticket to a more expensive fare, the difference between the two fares will be added to the above fee.
• The ticket cannot be changed to a cheaper ticket.
• If you wish to change to an earlier departure date, the change must be made at least 2 hours prior to such departure.

Cancellation of Low fare tickets:

• Cancellation of ticket: Possible against a fee of DKK (Denmark): 299 / NOK (Norway): 332 / SEK (Sweden): 374 / EUR: (outside Scandinavia) 40 per one-way per passenger.
• The remaining amount will be refunded to a customer credit account, which can be used to purchase Sterling tickets in the future. The amount will be stored in the account for 12 months, hereafter the amount will be annulled.
• Cancellation may take place via Sterling's Call Centre no later than two hours before the planned departure. Please note that cancellation made via the Internet can take place no later than 24 hours before the planned departure.

Flex
With a Flex ticket you can change the dates and times of your journey or cancel it free of charge.

Changing Flex tickets:

• You can change your date and time on your ticket anytime until two hours before the departure.
• If the only available tickets are in a higher price range, you must pay the difference
• The ticket cannot be changed to a lower price range.
• Fee for changing names:
  Denmark: DKK 299
  Norway: NOK 332
  Sweden: SEK 374
  Rest of Europe: EUR 40 each way per passenger.
• Trips must be changed no later than two hours prior to such departure.

Cancellation of Flex tickets:

• Trips can be changed free of charge, though no later than two hours before departure.
• The amount is put into a Sterling customer credit account which can be used to buy other trips with Sterling.
• The amount will be available on the account for 12 months.

Tax increases and reductions
Sterling cannot accept responsibility for increases in ticket prices as a consequence of increased taxes. In the event of a tax increase you will be charged an extra amount, corresponding to the increase. In the event of a tax reduction after the purchase of your ticket, Sterling will not refund the amount corresponding to the decrease.

General information
Please note that there may be several price categories for a given type of ticket.
The original departure country of your reservation, determines the currency which will be added to the customer account.
Due to currency fluctuations fees for changes and cancellations are subject to change without notice

Unaccompanied Minors
A child is considered an unaccompanied minor if he or she is not accompanied by another passenger of minimum 12 years of age. When children travel unaccompanied the booking must be made through the Sterling reservation center.
The supplement for an unaccompanied child is DKK/SEK/NOK 375/EUR 50/GBP 37 one way. The supplement must be paid together with the ticket price.

Child discounts
For children below the age of 2, there is a uniform fare of DKK (Denmark): 199 / EUR (outside Scandinavia): 27 / NOK (Norway): 221 / SEK (Sweden): 249 per one-way ticket.

Infants (0-23 months) are not allowed to bring any kind of baggage, and the infant must sit on the lap of the accompanying adult. It is Sterling procedure to hand out a supplementary loop belt and a life jacket for the infant onboard the aircraft.
If you are travelling alone with two infants, you must book one infant as a child (2-11 years). Furthermore, you must bring a baby seat that can be fitted in an aircraft seat. Please contact our reservations center to state the infant’s age.
Please note that an adult travelling with a baby cannot order extra legroom, in accordance with the rules for preferred seats.

Delays, cancellation, overbooking and schedule change

If Sterling is obliged to undertake alterations in its timetable or cancel departures, those passengers who have already purchased tickets for the departure in question will be contacted and informed of their rights (see below). Please note that it is your responsibility as a customer to ensure that all our contact information for you is correct: postal address, telephone number and e-mail address.

Delays
In the case of delays, refreshments will be supplied according to the rules of EU regulation 261/2004:

In the case of delays beyond the planned departure time
a) of two hours or more for all flights of 1,500 km or less, or
b) of three hours or more for all flights within the EU of more than 1,500 km, and for all other flights of between 1,500 km and 3,500 km, or
c) of four hours or more for all flights which do not fall under a) or b) Sterling will offer:

1) vouchers for the purchase of sandwiches and drinks in the airport, as well as two free telephone calls, telexes, faxes or e-mails (unused vouchers will not be refunded after the flight)
2) hotel accommodation, if necessary, as well as any transport between the airport and the place of accommodation, if the new departure time can reasonably be expected to take place the day after the planned departure
3) in the case of delays of more than five hours, a choice between:
- a refund within seven days of the purchase price of the tickets for the portion of the journey not taken, and of that portion of the journey already taken, if flying serves no purpose, or
- a return flight at the first opportunity to the passenger's initial point of departure.
Assistance must in any case be offered within the deadlines stated above in connection with each individual distance category. Further information will be provided at the airport.

Cancellations
If Sterling cancels a departure, Sterling will alert the client without undue delay. If a departure is cancelled, the passengers affected will:
1) be offered the choice between the right to a refund or alternative transport for the journey, as described in EU regulation 261/2004, article 8
2)  be offered assistance as described above under ”Delays”, section 1, and in the case of alternative transport being provided for the journey, offered assistance as described above under ”Delays”, section 2, if the new departure time is on the following day,
3) have the right to compensation as described in EU regulation 261/2004, article 7, unless Sterling provides notice of the cancellation:
- at least two weeks before the planned departure,
- between two weeks and seven days before the planned departure, and offers alternative transport for the journey, with departure no more than two hours before and arrival no more than 4 hours after the planned time, or
- less than seven days before the planned departure, and offers alternative transport for the journey, with departure no more than one hour and arrival no later than two hours after the planned time.
Sterling is under no obligation to pay compensation if Sterling can prove that the cancellation was caused by unusual circumstances which not could be avoided, even though all reasonable measures were undertaken.

Boarding denied due to overbooking
If Sterling is obliged to deny boarding, Sterling will in the first instance encourage passengers to voluntarily give up their reservations in return for compensation agreed between Sterling and the passengers in question. Besides compensation, these passengers have the right to alternative transport or a refund on their tickets.
If the number of persons who voluntarily give up their places is insufficient to allow the remaining passengers to board the aircraft, Sterling may deny boarding to some passengers against their will.
If passengers are denied boarding against their will, Sterling must immediately supply them with compensation and assistance in accordance with the rules of EU regulation 261/2004.

Schedule change
Sterling reserves the right to change the times stated in timetables or elsewhere. If Sterling undertakes alterations in its flight timetable, Sterling will contact any passengers who have already purchased tickets for the departures in question.

Therefore, when you book your flight, please state an alternative telephone number at which you can be reached. Please note, it is your responsibility as passenger to provide the correct contact information; address, phone number and email.
Insofar as such alteration of departure times comprises a delay or a cancellation as covered by EU regulation 261/2004 (see above), compensation will be provided in accordance with these rules. In other cases, re-booking will be offered for an equivalent departure, or, if the alteration is significant and entails considerable inconvenience for the passenger, the ticket price will be refunded.

You can read more about your rights in relation to delays, cancellations, overbooking, etc. in EU regulation 261/2004

Responsibility

Personal injury
The rules of the Danish Air Navigation Act (see below) state in brief that in the event of an accident on one of Sterling's flights which entails death or personal injury for a passenger, Sterling's compensation liability is limited in certain instances to SDR 100,000 per passenger injured or killed, cf. section 111 of the Danish Air Navigation Act. In the event that Sterling can prove that the damage was partly or wholly due to negligence on the part of passenger killed or injured, Sterling may moreover be partly or wholly exempted from liability. To cover immediate financial needs following an accident, Sterling will immediately pay an advance amount to persons entitled to compensation which, in the case of death, will be not less than SDR 16,000.

Sterling is responsible for loss and damage pursuant to the rules of the Danish Air Navigation Act, of which the most important are:

Responsibility for delay section 109 of the Danish Air Navigation Act:
“The carrier shall be liable for damage caused as a result of delay in carriage of passengers, registered baggage and goods, if the carrier does not prove that the carrier, his employees or any person acting on his behalf have taken all necessary measures which can reasonably be required to be taken to avoid the damage, or that this has not been possible for them.”

Limitation of liability section 110 of the Danish Air Navigation Act:
“The compensation, including the compensation in accordance with subsection (1) of section 111, shall be reduced or shall not be paid if the carrier can prove that the claimant or any person from whom the claimant diverts his rights, intentionally or negligently has contributed to the damage. If a passenger is killed and a person other than the passenger claims damages on that occasion, the compensation shall also be reduced or not paid if the passenger has contributed to the damage.
Subsection 2. Reduction or non-payment of the compensation in pursuance of subsection (1) shall only take place in consideration of the degree of contribution.”

Limitation of liability for amounts section 111 of the Danish Air Navigation Act:
“When carrying passengers the carrier's liability cannot, if a passenger is killed or suffers injury to body or health, be renounced or limited if the compensation does not exceed SDR 100,000 (SDR = Special Drawing Rights, cf. section 8) for each passenger, cf. however section 110.”
Subsection 2. The carrier shall not be liable for damage according to subsection (1) exceeding 100,000 SDR for each passenger if the carrier can prove that:
1) the damage is not the result of an intentional or negligent act or omission on the part of the carrier or his employees or agents, or
2)the damage is exclusively the result of an intentional or negligent act or omission on the part of a third party.
Subsection 3. When carrying passengers, the carrier's liability for damage as a result of delay shall be limited to SDR 4,150 for each passenger.
Subsection 4. When carrying registered baggage, the carrier's liability for damages as a result of loss of, damage to or delay of registered baggage shall be limited to SDR 1,000 for each passenger. If the passenger, when delivering the registered baggage to the carrier, has specifically stated the interest connected to the delivery of the registered baggage at the destination and has paid any additional freight charges, the mentioned amount shall be valid as limit for the carrier's liability for damages. This shall not, however, apply in cases where the carrier proves that the amount exceeds the passenger's special interest, as mentioned in the second sentence.
Subsection 5. When carrying goods, the carrier's liability for damages as a result of loss of, damage to or delay of the goods is limited to SDR 17 per kilo. If the consignor, when delivering the goods to the carrier, has specifically stated the interest connected to the delivery of the goods at the destination and has paid any additional freight charges, the mentioned amount shall be valid as limit for the carrier's liability for damages. This shall, however, not apply in cases where the carrier proves that the amount exceeds the consignor's special interest as mentioned in the second sentence. If part of the goods is lost, damaged or delayed, only the total weight of the affected pieces of goods shall be assessed when the limit for the carrier's liability for damages shall be fixed. If the damage depreciates the value of other pieces of goods covered by the same airway bill, goods receipt or the information registered in any other way, cf. subsection (2) of section 94, the weight of these pieces of goods shall also be included.
Subsection 6. The liability limits fixed in subsections 3 and 4 shall not be valid if it is proved that the carrier himself or his employees or agents, during the performance of their duties or business, have caused the damage by acting intentionally or negligently knowing that the damage could arise.
Subsection 7. The liability limits stated in subsections (1)-(5) shall not prevent the courts from awarding the claimant costs and adding interest. This does not, however, apply if the carrier within six months of the date of the event causing the damage, or before institution of legal proceedings, has in writing offered the plaintiff at least as much in compensation as the sum in damages awarded.
Subsection 8. Recalculation of SDR to national currency shall be performed according to the exchange rate used on the day of the judgment by the International Monetary Fund in its activities and in its transactions.”

The obligation to complain about delayed/damaged/lost luggage sections 115 and 116 of the Danish Air Navigation Act:
Section 115
“If registered baggage or goods is/are received without reservation on the part of the consignee, it is assumed that the goods have been delivered in good condition and in accordance with the document of carriage or information registered in any other way, unless otherwise proved.
Subsection 2. If the registered baggage or goods has/have been damaged or partially lost, notification shall be given to the carrier immediately after discovery of the damage, and not later than 7 days for registered baggage and 14 days for goods, to be calculated from the date of receipt. In case of delay, notification must be given not later than 21 days from the date on which the registered baggage or goods was/were placed at the disposal of the consignee.
Subsection 3. Notification must be given by endorsement on the document of carriage or other written material, dispatched within the time limit. The endorsement may be made electronically.”

Section 116
“If notification about the damage has not been given within the time limits prescribed in section 115, any claim for damages against the carrier will lapse, unless the carrier has acted fraudulently.”

Baggage rules/regulations for dangerous goods

Sterling recommends that you take out private baggage insurance, as international airlines have only a limited responsibility for delayed, lost or damaged baggage, pursuant to the rules of the Danish Air Navigation Act, Conditions of Carriage; baggage is defined as suitcases/bags/rucksacks containing normal items of clothing. All other baggage is considered to be Special Baggage and may be subject to an additional fee; please see section marked Special Baggage Charges. Wheelchairs, Mobility Scooters and Umbrella strollers will NOT be charged a fee. All baggage will be subjected to security screening and additional requirements may be imposed by the Danish Civil Aviation Authority: For the latest European requirements regarding checked and unchecked baggage we kindly ask you to look at their web-site: www.slv.dk

On routes not operated by Sterling, the rules below do not apply. Please go to their website to read the rules.
Skyways, Flynordic, SkyEurope, & Norwegian.

NOTE: As of 28 October 2007 Sterling will change its baggage concept to a pay-per-bag concept. This means that all passengers departing on a Sterling flight as from this date have to pay for all check-in baggage. More information about Pay-for-baggage here

Baggage labeling
All baggage that is checked in must be labeled both internally and externally with the owner's name and the owner’s permanent and temporary address. Failure to do so may result in delays in receiving your baggage.

Weight allowance
Checked-in baggage: 15 kg per person over two years of age. There is no baggage allowance for infants under the age of two years.
Hand baggage: one piece per person, with the following dimensions and weight: 56 x 45 x 25 cm and 10 kg per person over two years of age.
The weight of hand baggage may not be transferred to checked-in baggage or vice versa.

The maximum weight of each piece of luggage must not exceed 32 kg. If the weight is more than 32 kg, it must be distributed in two pieces of luggage. Wheelchairs and pets in the baggage compartment are excepted from this rule.

Excess baggage

Sterling offers you the chance of a free baggage allowance of 15kg. You will not be charged for excess baggage if you do not exceed 15kg. If you chose to carry over this free allowance you will be charged per kilo per flight.

From Denmark/Norway/Sweden: DKK/NOK/SEK 60 per kg.

From Great Britain: GBP 6 per kg.

From the rest of Europe to Denmark/Norway/Sweden: EUR 8 per kg.

Advance booking of excess baggage kilos
If you know in advance that your baggage will weigh more than the 15 free kilograms you, can while booking your flight, purchase extra kilos on the Internet.

If you wish to buy extra excess baggage kilos after you have booked your flight, please contact our reservation centre

Prices for advance booking of extra baggage kg:

• + 5 kg: Euro 24/GBP 16 per person one way
• +10 kg: Euro 48/GBP 32 per person one way
• +15 kg: Euro 72/GBP 48 per person one way

Hand baggage

To ensure your safety and comfort, passengers are permitted to bring just one item of hand baggage on board. Weight and dimensions: 10 kg and 56 x 45 x 25 cm. The dimensions include wheels and hand grips.

Previously reserved items from our catalogue will not be included in the calculations as a part of the 10 kg.

New EU rules concerning hand luggage and liquid.
- from November 6 2006

 

It is only permitted to bring liquid in max. 100 ml. containers. Passengers who wish to bring more containers may only bring what can fit in a transparent plastic bag with a volume of 1 litre, or no more than 500 ml.

 

NB: the bag with liquids must be put through the safety inspection separately.

• In this context liquids mean all fluid and partly fluid substances, such as water, liquid soap, shampoo, toothpaste, deodorant, creams and aerosols.
• The plastic bags mentioned above must be transparent, closable and have a max. volume of 1 litre.
• Medicine and baby food are exempt from the rules and may be brought on flights in larger quantities than 100 ml.
• Before the safety inspection, passengers must take off their outdoor clothes, coats and jackets. Laptops and other electrical equipment must be removed from the hand luggage before the screening.
• Hand luggage may not measure more than 56x45x25 cm (IATA standard).

The above will apply to all airports in the EU from the 6th of November.

Laptop computers
Due to security measures in the airport, passengers bringing laptop computers are now obliged to remove them from their carrying cases and place them in a tray for separate X-raying.

The following may ONLY be brought on board as hand baggage:
- Computers, mobile telephones, battery chargers, keys and cameras
- Musical instruments
- Paintings, mirrors, and the like
- Valuable documents
- Medications and medical equipment,
- Bottles, flasks and other fragile objects
- Money and money substitutes (cheques, shares, etc.)
- Card and stamp collections
- Jewelry, items of silver, gold or platinum, pearls and precious stones
- Watches
- Food products
- Glasses and contact lenses
Important: If the dimensions or weight for hand baggage are exceeded, the baggage will be placed in the baggage compartment as checked-in baggage; consequently, the above effects must be removed from the baggage.

No compensation for damage and/or delay will be provided in the case of the above effects.

Sterling cannot be held financially responsible for objects removed from hand baggage or checked-in baggage by airport security staff. See the regulations for dangerous goods.

Wheelchairs:
May be brought on board at no additional cost.
If you bring a wheelchair, you should note the following:

Wheelchairs with dry batteries
Passengers have a duty to ensure that the battery terminals are switched off or deactivated so as to avoid a short-circuit. The battery must be properly secured to the wheelchair.

Wheelchairs with wet batteries
It is the responsibility of the passenger to make sure that the battery is uninstalled and removed. The uninstalled battery must be placed in a package which is waterproof and impervious to battery liquid.

Bicycles:
Bicycles are checked-in at the same time as luggage. Handlebars must be turned in-wards, pedals taken off, chain covered, and no air in the tires.
Alternatively, the bicycle may be transported in a box, brought by the passenger.

Click here if you require assistance on board or in the airport.

Special baggage and prices per individual flight:
- 1 baby pram, travel cot or car baby seat – DKK/NOK/SEK 175/EUR 24
- 1 pair of skis or 1 snowboard - 10 kg DKK/NOK/SEK 175 / EUR 24
- 1 pair of water skis - 10 kg DKK/NOK/SEK 175 / EUR 24
- 1 weapon + ammunition - 15 kg DKK/NOK/SEK 175 / EUR 24
- 1 golf bag + 1 set of clubs/irons, balls and tees - 15 kg DKK/NOK/SEK 175 / EUR 24
- 1 parachute - 15 kg DKK/NOK/SEK 175 / EUR 24
- 1 set diving equipment, incl. empty tanks  30 kg - DKK/NOK/SEK 175 / EUR 24
- 1 bicycle - 18 kg DKK/NOK/SEK 175 / EUR 24
- 1 windsurfer - 30 kg DKK/NOK/SEK 175 / EUR 24
- 1 hang glider - 30 kg DKK/NOK/SEK 175 / EUR 24

If the weight for special baggage is exceeded, an overweight charge will be made.
All charges must be paid at check-in.

If you have reserved a seat for a baby and are paying a child’s fare, you are allowed to bring a child’s car seat for free, as long as you intend to use it onboard and it is an approved make. Umbrella strollers are not charged any fees.

Weapons
If you bring weapons you must comply with regulations of the respective countries and bring your permission. The weapons must be unloaded, demounted and packed sufficiently. Locks and bolts must be placed in ordinary checked baggage. Ammunitions are packed separately and only up to 5 kilograms are allowed

Musical instruments such as cellos, guitars or violins that exceed the maximum dimensions and weight for hand baggage may be transported in the passenger cabin, provided that a separate seat is booked for the instrument. If you wish to book a seat for your instrument, please call our reservations centre at tel.:
+45 70 10 84 84  (Denmark)
+46 08 5876 9148  (Sweden)
+47 815 58 810  (Norway)
+33 015 569 55 71  (France)
+39 02 6963 3595  (Italy)
+34 91 7496 643  (Spain)
+44 (0)870 787 8038 (Great Britain)
Please note: You cannot book a seat for your instrument via the Internet!

Paintings, mirrors, bottles and similar fragile and valuable effects will be accepted only as hand baggage, and provided that the maximum dimensions and weight of 55 x 40 x 25 cm and 10 kg are not exceeded.

Carriage of the above, as well as of furniture, etc., may be arranged through the following:
Danmark:
SAS Cargo
Peterdalsvej 1
DK-2770 Kastrup

Norway:
Airline Service GSA AS  Tel.: +47 63 93 48 40

Pets

Sterling accepts only dogs and cats on board our aircraft. Dogs and cats may be transported in a cage/carrier in the passenger cabin instead of carry-on baggage, provided that the maximum dimensions and weight of the cage/carrier including dog/cat are not exceeded (10 kg/50 x 40 x 25 cm).

Transporting pets to/from the UK:
Sterling does not permit the transport of pets to/from the UK either in the passenger cabin or the cargo compartment.

Additional regulations:

• The cage/carrier must be waterproof and the dog or cat must be kept on the floor in the cage/carrier throughout the entire flight.
• The cage/carrier must have sufficient room for your dog or cat to stand upright, lie down, move around and change positions comfortably. This applies both in the cargo compartment and the passenger cabin.
• Two dogs or cats may occupy the same cage/carrier provided they are from the same litter or are familiar with one another.
• There will be a charge of DKK/SEK/NOK 60 or EUR 8.00 per kg for pets brought as carry-on baggage in the passenger cabin.
• If you bring a dog or cat as carry-on baggage you will automatically be seated by the window at the rear of the passenger cabin. Consequently, preferred seats cannot be booked in such instances.
• If the weight and dimensions of the carrier exceed the limits stipulated, the dog/cat will be transported in the cargo compartment in an approved shipping container provided by you. For pets transported in the cargo compartment, there is a charge of DKK/SEK/NOK 500/EUR 67 one way.
• You are furthermore responsible for producing any certificates/documents etc. that may be required by the country of destination. This applies irrespective of whether the animal travels as carry-on baggage or is transported in the cargo compartment.

A special form must be completed if you are bringing a  dog or cat.
Click here to fill in the form

All charges must be paid with a credit card at check-in.

Notification of delayed/damaged/lost baggage

Delayed baggage
Delayed baggage must be reported immediately to Sterling's handling agent at the airport concerned, where a Property Irregularity Report will be filled out to allow a search to take place for the baggage. When the baggage has been located, the Sterling Handling Agent will contact the passenger and arrange a delivery time.
A print-out of the report will be supplied, which the passenger should retain.
If the baggage has been damaged on delivery, the passenger should immediately contact the handling company, as a damage report must be made. The passenger will receive a copy of the report, which should be retained.

Make a report: Delayed baggage

Damaged/lost baggage
Damaged baggage should be reported immediately to Sterling's handling agent in the airport concerned, and no later than seven days after the incident. A Property Irregularity Report will be made. The passenger will be supplied with a print-out of the report, which should be retained. Claims for compensation must be made within two years of the time of arrival at the destination.
Make a report: Lost/damaged baggage

You can read more above concerning Sterling's responsibility for damaged or lost baggage pursuant to the rules of the Danish Air Navigation Act.

Regulations for dangerous goods
For security reasons, it is forbidden to bring certain objects/substances on board the aircraft.

There are also a number of other objects/substances which are subject to special rules governing whether they may be taken in hand baggage and/or checked-in baggage.
The following may NEVER be taken on board neither in checked-in baggage nor hand baggage:
- Explosive substances, including detonators, fuses, grenades and mines
- Inflammable gases, such as camping gas canisters and refill cartridges for gas-powered curling tongs
- Inflammable liquids, including petrol, methylated spirits, paint and paint thinner
- Inflammable solid materials and reactive substances, including magnesium, firelighters, fireworks and distress flares
- Oxidising substances and organic peroxides, including bleach
- Repair sets for car bodies
- Toxic or infectious agents
- Radioactive materials
- Caustic agents, including mercury, car batteries and acid batteries
- Magnetic materials.
The following may ONLY be taken on board in checked-in baggage:
- Signal and starting pistols, harpoon guns, toy weapons and weapon-like objects. Declared, unloaded weapons, for which passengers must produce a weapon licence.
- The above items must be displayed at check-in and approved by airport security staff, so check in in good time.
- Tools that could be used as pointed or sharp weapons or clubs
- Knives, scissors, darts, nail files and similar items
- Harpoons, spears and ice picks
- Skates, ski sticks and walking-sticks
- Gas-powered curling tongs and the like
- Cricket, baseball or softball bats
- Golf clubs, hockey sticks, lacrosse sticks, billiard cues and the like
- Paddles and oars
- Fishing-rods
If it is deemed necessary, security staff may forbid the carriage of checked-in baggage containing an object which is not covered by the above lists, but which gives rise to concern.
The following may ONLY be brought on board as hand baggage:
- Computers, mobile telephones, battery chargers, keys and cameras
- Musical instruments
- Paintings, mirrors, and the like
- 1 matchbox or 1 lighter
- Valuable documents
- Medications
- Bottles, flasks and other fragile objects
- Money and money substitutes (cheques, shares, etc.)
- Card and stamp collections
- Jewelry, items of silver, gold or platinum, pearls and precious stones
- Watches
- Food products
- Glasses and contact lenses.
Note!
Electronic, electrical and battery-powered articles such as calculators, hair-driers and electric shavers MUST be transported as hand baggage. In the event that any of the above-mentioned objects are contained in your checked-in baggage, this should be declared at the time of check-in, as you may otherwise risk your baggage being detained.
The following may be brought on board EITHER as checked-in baggage or as hand baggage:
Toiletries, except for sprays marked "inflammable".

Limitation of liability
Sterling is not financially liable for fragile, perishable or inadequately packed baggage, baggage that is incorrectly packed according to the regulations or checked in late, or for articles removed from hand baggage and/or checked-in baggage by airport security staff.

Baggage rules on routes not flown by Sterling
On routes flown by our partners, the baggage rules of the partner companies apply. This applies to Skyways, flynordic, SkyEurope and Norwegian. You can read their baggage rules here: www.skyways.se, www.skyeurope.com and www.norwegian.no.

Health considerations

Allergy
Please be advised that we accept pets on board all Sterling flights.
We would further like to advise you that we do not cater special diet meals for people suffering from allergy and diabetes.

Plaster casts
Transport plaster (a specific plaster cast which is not completely closed) will always be accepted.
Ordinary plaster casts must be more than 48 hours old to be accepted.
Sterling will not be responsible for cutting open a plaster cast.

Pregnancy
Until 4 weeks prior to birth there are no specific requirements when flying.
From 2 - 4 weeks prior to birth, we will need a medical permit to be shown at check-in. Duration of the flight must not exceed 4 hours.
During the last 2 weeks prior to birth, you will not be allowed boarding.

Disabled persons
A form is required if one or more passengers have a physical or psychological disability, or require assistance in the airport.
Click here to fill in the form.
Wheelchairs, walking rests, etc. may be brought on board for free. We do recommend, however, that you take out a separate luggage insurance.

Oxygen bottles for medical use
Please note that new rules regarding the use of oxygen will come into effect from 16 January 2006.  

If you require oxygen on board the aircraft, or bring a bottle with you to be deposited with the cabin crew during the flight, a MEDIF/medical form must be completed by your doctor or treatment centre and submitted to Sterling as soon as possible, and at least seven days before departure.

Sterling can supply oxygen bottles which provide 2 or 4 litres per minute.  Depending on the diagnosis information that we receive from your doctor, Sterling may require a  'flight test' to be taken before granting permission.

Sterling will supply the oxygen you require on board. Each bottle contains 310 litres and costs DKK 950.
 
You may bring a small oxygen bottle with you on board of up to  220 litres, maximum pressure 200 bar. However, this bottle must NOT be used during the flight, but must be deposited with the cabin crew when boarding the aircraft.

The bottle must have been pressure-tested at up to 300 bar within the last five years, and the passenger must bring documentation of this.

Please note that refunds will not be provided for unused oxygen bottles.  

You can print out a MEDIF/medical form below, or call Sterling Airlines, Inventory Control at tel. +45 7033 3370 to order one sent by post.

Download MEDIF/Medical Form

Please note that you will need Acrobat Reader to download the file. If you don’t have Acrobat Reader installed on your computer, you can get it here:

Insulin on board

Passengers that are insulin dependent are allowed to bring medicine and needles/pens/syringes in the cabin. The quantity that are sufficient for a couple of days use are allowed in the cabin without previous arrangement with Sterling Airlines - provided that the passenger has a written document from own doctor or hospital in English, certifying that the passenger is in need of this medication.

This travel document has to be presented at check-in, security point and when asked for.

Food for diabetics
Diabetic meals cannot be purchased on board, but special diabetic meals can be pre-ordered here. You can also bring your own food if you prefer.

Disputes in connection with the processing of a complaint

Complaints
We would very much like to get feedback from our passengers, as we consider the dialogue with our customers an opportunity to perfect our service.
All inquiries to Sterling must take place in Danish, Norwegian, Swedish or English.

In case of disputes in connection with the processing of a complaint, please contact the local complaints board for travel:
Denmark: Rejseankenævnet

Sweden: Allmänna reklamationsnämnden
Norway: Forbrukerrådet

In the event that any complaints arise in connection with our partners, the complaints should be addressed to the relevant company.

Rules for seat reservation

When can you book seats in advance?
You can book a seat in advance up to 24 hours before the planned departure.

If you do not book a seat in advance, you will be assigned a seat automatically.

Changing and cancelling a seat booked in advance:

• It is free of charge to change and cancel a seat you have booked in advance – however, you must do so no later than 24 hours before the planned departure.
• If you change to a more expensive seat, e.g. one with extra legroom, you pay the difference between the two prices.
• If you cancel your seat, the cost of the pre-booked seat will be put into your Club Sterling account. You can use this amount to buy tickets with Sterling in the future. The amount will remain on the account for 12 months after which it will be cancelled.

If Sterling changes or cancels your flight and you have booked a seat in advance:
If Sterling changes your departure, you can choose between the following options:

1. Get the same seat on the new flight.
2. Have the money refunded to your credit card.

If Sterling cancels your flight, the money will be refunded to your credit card.

Passengers traveling with children:
Children will automatically be placed beside an adult on the same reservation.

Rules for seats by the emergency exits with extra legroom:
The seats by the emergency exits have extra legroom. For safety reasons, these seats can only be booked for adults who are not physically or mentally handicapped and are not travelling with infants.
If the passenger for example is pregnant, overweight or is wearing a cast, he or she will be given another seat.
If the passenger does not meet the specified safety rules, Sterling will be obliged to change the passenger’s seat without reimbursement.
In certain cases, Sterling may need to change the passenger’s seat number in order to meet the passenger’s request for extra legroom

Passengers cannot book their own seats in advance in the following cases:

• If you are traveling with a dog or cat as hand luggage, you cannot book a seat in advance. You will automatically be placed at the rear of the cabin by the window. Remember to fill out Sterling’s form if you are bringing a dog or cat into the cabin.
• If you are bringing musical instruments, e.g. a cello, guitar or violin, which exceeds the maximal hand luggage measurements and weight, you may bring the instrument into the cabin if you book a seat for it. If you would like to book a seat for your instrument, please call our reservation centre.
• If you are travelling with a wheelchair, walking frame, etc., this will be taken into account if you have filled out Sterling’s form for passengers with special requirements.

If your flight is operated by one of our business partners, you will not be able to book a seat in advance. See our partners’ rules here: Skyways, Flynordic, Skyeurope and Norwegian.

If the seat booking is cancelled by Sterling although the specified rules have been met:
In some cases it may be necessary to cancel the seat booking even if the passenger has met the above-mentioned safety rules. If the pre-booked seat is not available to the passenger, Sterling can offer the following:

• Refund of the payment for the pre-booked seat
• A voucher worth double the amount paid for the unsupplied service.

Rules of law

Any dispute or claim arising out of this agreement, including disputes or claims in relation to the termination, cancellation or invalidity of the agreement as well as the construction of the provisions of the agreement, shall be settled pursuant to Danish law.