Special needs

Making a booking
To help us make sure that we can meet your requirements for your trip, we ask you to make your booking and inform us about the assistance you require at least 48 hours before your flight. If you make your booking after this time, we will of course do our best to assist.

It’s easy to inform us about your request online, either at the time of booking or after your booking is made by using My Reservations. If you would prefer to talk to us or you are unable to request the assistance you require online, our Contact Centre will be happy to make your booking and help you with your request for special assistance.

Once your booking is confirmed, we will send your travel documents to the email address you have provided detailing the assistance you have requested.

Check-in
If you have special needs, you must check in at least 1 hour before departure. This will help us to ensure that we have the ability to properly handle any mobility aids or medical equipment and to allow adequate time to provide the ideal level of service. If you have a specific seat request please inform our airport representatives at check-in. Due to safety restrictions, we are unable to seat you next to an emergency exit.

Seating
When making a booking, it is not necessary for you to purchase a specific seat. Provided you tell us about your special needs, we will allocate a suitable seat for you free of charge. If you have any additional requests that you think we will need to keep in mind when allocating your seat, please phone our Contact Centre. If you want a different seat to the one we have allocated, but your request is not relevant to your disability, you may be asked to pay for a seat reservation.

We will do our best to make sure you are seated close to the toilets, and if you are travelling with a companion, we will make sure you are seated together. The seats we allocate will generally have movable armrests to make it easier for you to get in and out. Our seats with extra legroom are often located next to an emergency exit. Due to standard safety standards, we are unable to seat passengers with a disability or reduced mobility in an emergency exit row.


 



Requirements for travelling without a companion

The majority of passengers with reduced mobility can travel without a companion when travelling with Norwegian. To ensure the safety of all passengers, including passengers with special needs, if certain circumstances exist and if it is determine that a companion is essential for the safety of our aircraft and passengers, some passengers must travel with a companion. This is to meet safety requirements in accordance with the applicable regulations and safety guidelines.

In order to travel independently, you must have the ability to perform the following tasks without assistance:

  • Unfasten your seat belt
  • Retrieve and fit your life vest
  • Reach an emergency exit unaided
  • Fit an oxygen mask
  • Understand safety instructions given by the cabin crew (either verbally or visually)

Can I travel without a companion? 

Companion

The companion must be capable of providing the abovementioned assistance during your flight. The companion must be at least 16 years old. Each companion cannot assist more than one passenger and must purchase a regular adult fare.

NOTE: Our crew cannot lift you or assist you in the lavatory or with medication. They can assist in simple preparations for a meal, but cannot feed you.



Mobility and wheelchair assistance

Travelling with your own wheelchair
At most airports, you will be able to stay into your own wheelchair until you reach the departure gate. However, if our airport representatives inform you that this is not possible, they will provide you with a temporary wheelchair to use at the airport.

To give you plenty of time to board the aircraft, arrive at your boarding gate as early as possible, and at the latest, 30 minutes before departure.

Electric wheelchairs
If you are travelling with an electric wheelchair, please tell us the size and weight of your wheelchair at the time of booking. This will help us to ensure that we have the ability to safely and securely load your wheelchair onto the aircraft.
There are no size or weight restrictions for electric wheelchairs when travelling to/from the US. However, for all other flights, electric wheelchairs must not exceed 140 cm (length) x 114 cm (width) x 85 cm (height), with a maximum weight of 200 kg.
We are also limited to the number of electric wheelchairs we can accept on our flights operated by certain aircraft:

  • Flights operated by 737-300 aircraft: max 5 electric wheelchairs per flight
  • Flights operated with 737-800 aircraft: max 2 electric wheelchairs per flight

If you intend to travel on a connecting flight within Europe, please inform us at the time of booking.

NOTE: We require a 90 minute minimum connection time for passengers travelling with electric wheelchairs on a connecting flight (2 consecutive flights in the same reservation).

Baggage allowance

  • If you are travelling to/from the US, you can bring an unlimited number of mobility aids for your personal use in addition to your checked baggage allowance.
  • If you are travelling to/from any other country aside from the US, you can bring up to two mobility aids or wheelchairs for your personal use in addition to your checked baggage allowance.

If your mobility aid or any equipment relating to your disability is damaged on your flight, please inform our airport representatives immediately. They will assist you by creating a report which will assist in the event of a potential claim. Our liability in relation to medical equipment is limited in accordance with the Montreal Convention as outlined in our General Conditions of Carriage. We recommend you have suitable travel insurance for any equipment you are travelling with.

Onboard wheelchair
All Norwegian aircraft are equipped with a foldable onboard wheelchair to assist you between your seat and the lavatory. Our cabin crew is not able to lift you or assist you in the lavatory. You must be able to move in and out of the wheelchair unassisted or with the assistance of your travel companion. This wheelchair is not emergency equipment and cannot be used during an evacuation.


 

Vision and hearing impairments

If you have a vision or hearing impairment, and you require special assistance at the airport or during your flight, please make sure you inform us at the time of booking.

For your own safety, please make sure you meet the requirements to travel without a companion before your flight. A companion may be necessary for passengers who are both blind and deaf.



Service dogs

Service dogs are accepted on the following Norwegian flights at no extra charge:

  • Service dogs or service dogs in training for passengers with special needs are accepted on all Norwegian flights. Emotional support dogs for passengers requiring this assistance will be accepted provided the passenger can show confirmation that the dog is a certified service animal.
  • Police and rescue dogs are accepted for carriage on flights between Schengen countries only. NOTE: Svalbard is not a part of Schengen.

The animal is permitted to travel with the passenger in the cabin and must lie or sit on the floor in front of its owner. The animal must be on duty and easily identified as a service dog (e.g. vest).

To avoid delays, we recommend all passengers travelling with a service dog to check-in counter at least 1 hour before departure.

NOTE: Norwegian is not responsible for verifying that an animal has the necessary documentation, including vaccination documents, prior to travel through, to or from any country. It is the responsibility of the person who has paid for the pet’s transportation to pay any fines, costs or any other expenses incurred as a result of insufficient documentation being provided.

 
Booking a service dog
Bookings for service dogs can be made online or via our Contact Centre. Service dogs travelling to/from Svalbard, USA, UK, Ireland and Thailand or on a connecting flight must be booked via our Contact Centre. Service dogs are not accepted on connecting flights via the UK.

To add your service dog to an existing booking, log in to "My Reservations" and follow the prompts. Due to limited capacity, we recommend that you book your ticket service dog at the same time, at least 48 hours prior to departure.

NOTE: Bookings for animals cannot be made by e-mail.

Svalbard: Passengers must seek prior approval to transport animals to/from Svalbard. Conditions can be found at: Norwegian Food Safety Authority

United Kingdom/Ireland: For flights to/from the United Kingdom, and Ireland passengers must make their booking via our Contact Centre. Different regulations apply depending on whether you are entering the UK and Ireland from another EU country, listed non-EU country or another unlisted country. Passengers must follow the applicable regulations according to their route of travel as outlined by UK authorities and Irish authorities.  




 

Medical conditions and allergies

Some medical conditions may require you to obtain a medical certificate so we can make sure you are fit to fly.

Conditions that may require medical clearance are:

  • recent illness, hospitalisation, injury or surgery
  • existing unstable medical condition
  • need for additional oxygen or use of medical equipment on board
  • travelling for medical reasons or treatment

If you have a medical condition, we recommend that you inform our cabin crew onboard your flight.

Infectious diseases: Passengers with infectious diseases are not permitted to travel onboard our flights if we determine that such passenger poses a direct threat to the health and safety of other passengers.  Examples of infectious diseases are chickenpox, rubella, measles or similar. If symptoms of a disease are visible at the time of departure, a medical certificate must be provided. Norwegian retains the right to refuse passengers who cannot provide the necessary documentation.

Allergies: If you are allergic to animals, you can make a request at the time of booking to ensure that dogs/cats will not be booked on board your flight. If an animal has already been booked on board a flight, you will not have the ability to order this special service request.

If you have a nut allergy we advise you to inform our cabin crew when boarding your flight. The cabin crew will make an announcement advising the other passengers onboard that products containing nuts will not be sold and should not be consumed. Please be advised, that despite taking the above precautions, we cannot guarantee that traces of nuts will not be found onboard.

Medication: If you require medication for an allergy or for any other reason, we strongly recommend that you pack it in your hand baggage and if possible, keep it in its original packaging. Our cabin crew is unable to administer medication or store your medication in a cool place.

 


 

Medical equipment, seating supports and harnesses

Oxygen: If you are aware that you require oxygen onboard your flight, you must bring your own supply, and make this request via our Contact Centre. Each cylinder (including valve and regulator) must not exceed 5kg in total. Cylinders, valves and regulators, where fitted, must be protected from damage. You should advise our check-in agents and cabin crew when travelling with oxygen.

NOTE: We have oxygen onboard for emergency situations only.

CPAP, POC, ventilator, respirator: If you require the use of a respirator, ventilator, POC or CPAP machine on board, you must inform our Contact Centre.

Special seat / support harness: All passengers must sit upright and strapped in their own seat when they are over 2 years of age. In some cases can we accept that a specially approved child seat (AIC-35/09) is brought onboard to use. This seat can be placed in the ordinary seat in a way that the child can sit leaned back on take-off and landing. This will only be an option for children over 2 years of age that can fit into this special seat.

The Norwegian Civil Aviation Authority has also approved an alternative harness that provides support for the passenger, in addition to the regular seatbelt. The passenger must bring the harness, and the travel companion or carer must know how to use it. For more information, see www.crelling.com.

Aside from these options, a body splint that supports the passenger (especially the head) in a sitting position may be used during the flight. Passengers must bring such apparatuses when they travel if required. Norwegian does not provide special seating equipment/support harnesses.

NOTE: We do not accept stretchers on board our flights.

 


 

Other useful information

If you are unable to find the answer to your questions online, or you would like to provide us with feedback about your flight, please contact us.

Information for passengers travelling to/from USA
For all flights to/from a US destination, Norwegian complies with all regulations contained in US DOT 14 CFR Part 382. The United States Department of Transportation's (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to Norwegian flights operating to and from the US. The following information may be of assistance if you have a complaint or concern regarding discrimination, accommodations or services in respect of a passenger with a disability.

Complaint Resolution Official (CRO)
If you encounter problems during your flight with Norwegian, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO). Our CRO’s are specially trained in awareness and sensitivity as well as in all the applicable regulations and legislation. They will be happy to answer your questions.

US DOT 14 CFR Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel
Recent amendments to 14 CFR Part 382 introduced by the United States Department of Transportation's Final Ruling on Non Discrimination on the Basis of Disability in Air Travel are applicable to foreign carriers operating flights to and from the United States. You can access a copy of US DOT 14 CFR Part 382 via:

  • Airport: A full copy of this ruling is available on request at our airports servicing the US.
  • Telephone: For calls made from within the United States by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at (+1) 1-800-778-4838  1-800-778-4838  (voice) or (+1) 1-800-455-9880  1-800-455-9880 (TTY).
  • TTY: By telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220  (+1) 202-366-2220 (voice) or (+1) 202-366-0511  (+1) 202-366-0511 (TTY).
  • Post: By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.

 

Regulations and guidelines

Server:NAS-PORTALB14  EPiServer LanguageBranch:en-GB