Terms and Conditions

All passengers travelling on flights operated by Norwegian accept the airline’s Terms and Conditions and General Conditions of Carriage for the duration of their journey.

Norwegian is subject to Norwegian and international legislation when transporting our customers. These terms are laid down in the Warsaw Conventions of 1929 and 1955, the Montreal Convention of 28 May 1999 and in the Norwegian Aviation Act [Lov om luftfart] of 11 June 1993 with subsequent amendments.

Passengers who book well in advance are advised to re-check their onward/return flight timings between 24 and 72 hours prior to departure.

Norwegian is subject to legislation and regulations in Norway pursuant to civil aviation.

No agent, employee of or representative for Norwegian is authorised to waive claims which are valid in respect of the adopted legislation and articles of association under which the Company operates.

Guidelines and routines may be subject to change without prior notice. We endeavour to ensure that all information on our website is correct and up to date, although Norwegian reserves all rights against any potential loss or damage, direct or indirect, occurring as a result of erroneous information.

Norwegian reserves the right to change flight times. You will be notified of any changes to the time of your flight through the e mail address or phone number you provided at the time of booking.
 
If the time of your flight is changed by more than 60 minutes, you have the option to change your flight free of charge or receive a full refund. 

Click here for a complete overview of our Terms and Conditions.

Download our complete General Conditions of Carriage as a PDF file, click here. 

When you travel with Norwegian you have the option to purchase seat reservation which will allow you to select your preferred seat. If you do not purchase seat reservation, your seat will be allocated at the airport on the day of travel. If you purchase a Flex, Premium or PremiumFlex ticket your seat reservation is included.

Seat reservations can be purchased at the time of booking or up to 25 hours (GMT +1) before departure. To purchase seat reservation after you have made a booking, log in to My Norwegian. If you have made a booking without a user profile, retrieve your booking via Find Reservation or phone our Contact Centre. You can make as many changes as you like to your seat reservation online without charge (up to 25 hours before departure – GMT +1).

Seat reservations may not be available to/from all destinations. This will be visible at the time of booking. If the time of departure is changed or your flight cancelled, we will reserve a new seat for you which you have the ability to change. 

Extra leg room
If you wish to reserve a seat with extra leg room, certain conditions apply. All seats with extra leg room are located beside the emergency exits. Safety issues regulated by international laws may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit in a seat near, or adjacent to, an emergency exit. Passengers who are excluded from occupying these seats will be given other available seating on the aircraft.

In extenuating circumstances, we may need to change a passenger seat even though it has been reserved in advance.

Extra seat
If you require an extra seat for your comfort or for medical reasons, you must make your reservation via our Contact Centre. To ensure that we meet your needs, we recommend for you to make your booking at least 48 hours prior to departure. The fare available at the time of booking will be charged. Seatbelt extensions are available on request.

Cancellation protection is an extra protection for you as a passenger. If you or any member of your immediate family fall ill, you can send an original medical certificate, document your family relationship and cancel your ticket up to 30 minutes before departure, and have your entire ticket price refunded.

Cancellation protection can only be ordered online at the time of booking.

Refunds will not be provided against the cost of your cancellation protection

How to cancel

• You can cancel your flight by telephone. Cancellations are permitted up to 30 minutes before departure, please call our Contact Centre

Duration of cancellation protection

• Cancellation protection applies from the time the purchase is made until half an hour before flight departure. It only applies to the flight that the cancellation protection has been purchased for.

Who is protected

• Cancellation protection applies to the person or persons stated on the cancellation protection document.

When is cancellation protection valid 

• Cancellation protection applies if the cancellation has been made up to 30 minutes before the scheduled departure time, and if a valid medical certificate can be produced for the relevant travel date, and when a family relationship is documented.
• Cancellation protection is only valid when the charge has been paid and a binding order for the flight has been made.
• The original valid medical certificate and the documented family relationship documentation must be sent to:
  
  Norwegian
  Att: Refund
  PO Box 115
  NO-1330 Fornebu, Norway.
  
  Both the valid medical certificate and documented family relationship documentation, must be in either Norwegian or English and must be received no later than one week after cancellation.

Terms and conditions

• Cancellation protection will only be paid in the case of acute illness or death for you or your immediate family. “Immediate family" is taken to mean: spouse/registered partner, co-habiting partner, children, parents and grandparents.

What will we refund

• Cancellation protection covers the cost of tickets, luggage charges, seat charges and other supplementary products/services associated with the flight that you have purchased from Norwegian.
• Cancellation protection does not cover supplementary purchases made at any of our partners, such as hotels, car rental, activities, etc.
• When we have received the necessary documentation, a refund will be made to the card number that was used when the flight in question was purchased.
• Cancellation as a result of serious complications which occur before the 36th week of a pregnancy is covered.

What we do not refund

Cancellation protection does not cover cancellations made for the following reasons:

• Acute deterioration of an existing condition/chronic illness which could be expected to occur within the period of cover for cancellation protection.
• Examination, treatment and/or admittance to hospital which was planned prior to the flight being booked.
• Elective surgery or illnesses due to this operation
• That the reason for your journey falls through.

When you use a credit card to make a booking, a credit card fee will apply. This charge covers the extra cost associated with credit card bookings.

Bookings made with a debit card, a Bank Norwegian credit card or a Visa Dankort remains free of charge.

Please note that this is a Norwegian retail outlet. Norwegian tax and duty regulations therefore apply.

Checked baggage allowances are determined by the type of ticket purchased. Save time and money by booking your checked baggage online.

Ordering checked baggage
Checked baggage can be ordered at the time of booking. If you want to add checked baggage after you have made a reservation, you must make this request at least 25 hours prior to departure online or via our Contact Centre. Checked baggage can also be purchased at the airport on the day of travel. Please note that higher charges will apply to checked baggage requested at the airport. 

Size and weight
We do not accept individual baggage units weighing more than 32 kg or less than 2kg. We permit a total baggage allowance of 64 kg per person. The weight limit does not apply to electric wheelchairs, musical instruments or animals in the cargo hold. We accept baggage with a total circumference of 300cm (maximum dimensions: length 250cm, height 79cm, width 112cm). 

Items of luggage other than a suitcase, bag or backpack is referred to as oversized baggage. Musical instruments or sporting equipment smaller than 90cm x 75cm x 55cm and between 2-20 kg is permitted as normal checked baggage. Read more about travelling with oversized baggage. 

Packing checked baggage     
All baggage must be packed in such a way that it can withstand normal baggage handling. This means that the item will withstand the impact of coming into contact with other luggage in the baggage system and when loading/unloading the aircraft. Certain items are not accepted for carriage in checked baggage. Read more about restricted items. 

Each passenger is solely responsible for packing their luggage in such a way that the contents cannot be damaged. To the fullest extent permitted under the Montreal Convention, the passenger is liable for any damaged caused to the Carrier due to their baggage, should for example, a bottle containing liquid in their checked in luggage break.

 We strongly recommend for all baggage to be clearly marked with the passenger’s name and phone number. 

Children 

• Under 2 years old: permitted up carry to 5 kilos of checked baggage, in addition to one car seat and one pram free of charge. Children under the age of two who have not purchased their own seat do not have a hand baggage allowance and are only allowed to take onboard food and drink for the journey.
• 2-11 years inclusive: permitted the checked baggage allowance purchased. One car seat and one pram will also be accepted free of charge. 

Connecting flights
If you have purchased a connecting flight with Norwegian (two consecutive flights under the one reservation number), in most cases your checked baggage will be transported to your final destination. If you have purchased two consecutive flights intended as a connection (with separate reservation numbers), you will need to collect your luggage before checking in for you next flight.  

If you are travelling from an international flight with an onward connection on a domestic flight, different customs clearance rules apply to the transport of checked baggage. 

Travelling to/from the US – TSA lock
If you wish to lock your baggage when travelling to/from the US, you must use a lock that is approved by US authorities or a TSA lock. We will not cover any damage caused to your baggage if it is forced open during random screening in the US if the baggage is not deemed to have been in the charge of Norwegian.

Passengers are permitted to carry one item of hand baggage in addition to one small personal item onboard the aircraft. Your personal item (e.g. small handbag or laptop case) must fit comfortably under the seat in front of you.

The maximum dimensions for hand baggage is 55x40x23cm with a maximum weight of 10kg. When travelling to/from Dubai, your hand baggage must not exceed 8kg in total weight.  

If you do not adhere to the hand baggage restrictions you will be asked to check in your baggage in accordance with our checked baggage rules.

Infants (under 2 years old)
Children under the age of two without their own seat do not have a hand baggage allowance and are only permitted to take onboard food for the journey.

Restricted items
In the interest of safety and security, certain items are prohibited for carriage in your hand baggage. Items which may not be permitted onboard, include, but may not be limited to; weapons and replicas of weapons, sharp items, tools, explosives, flammables and chemical substances. Such restrictions are enforced by airport security and may vary depending on where you are travelling.

Electronic devices
The use of electric/electronic instruments (such as radios and mobile phones) is not permitted on board as this could interfere with the aircraft’s electronic instruments and navigation equipment.

Liquids in hand luggage
There are restrictions on the amount of liquids, creams and gels that can be carried in hand luggage onboard all flights. A maximum of 1 liter of liquid, creams and gels are permitted in hand luggage. Each item must not exceed 100ml. Liquids, creams and gels must be packed in a separate transparent re-sealable bag must be presented at the security checkpoint.

The following items may be accepted for carriage onboard beyond these limits. Please consult the airport’s website for more information as restrictions may vary. 

• Baby food and baby milk
  You may be permitted to bring baby food necessary for the flight onboard in your hand baggage. You must be prepared to taste the food if requested by security personnel.
• Essential medicines
  You are permitted to bring essential medicine for your journey in your hand baggage. We recommend that you bring a supporting documentation from a qualified medical professional (e.g. prescription or medical certificate).
• Tax free
  When purchasing liquids, gels and creams from tax free you must pay careful attention to the restrictions of the destination you are travelling to. Restrictions also apply when travelling on connecting flights.

You are responsible for ensuring that your hand baggage is properly packed and does not contain any restricted items. Norwegian is not responsible for any items which may be confiscated at security.

All passengers are responsible for ensuring that they do not leave any items onboard when disembarking the aircraft. If you have left an item onboard, we advise you to contact the lost and found department at the airport.

Oslo Gardermoen
Lost and found – click here.

Copenhagen Kastrup
Items left onboard will be delivered to the police + 45 38 74 88 22.

Items left at the airport, contact lost and found – click here.

Stockholm Arlanda
Items left onboard will be delivered to Nordic Aero. After 24 hours, contact Bagport – click here.

Items left onboard flights to Oslo Gardermoen and Stockholm Arlanda can be located online – click here.

For all other destinations, please search the relevant airport lost and found information on the web.

Sporting equipment and musical instruments are accepted for carriage in the cargo hold on Norwegian flights in accordance with certain conditions. The applicable charges must be paid at the time of purchase. All passengers must bring their travel receipt showing proof of the baggage purchased to the airport on the day of travel. All baggage charges are non-refundable.

Read an overview of our optional services and charges.

NOTE: Reservations for oversized baggage cannot be made by email. All passengers travelling with oversized baggage must be checked-in at least one hour before departure.

Size and weight
We cannot accept individual baggage units that weigh more than 32 kg or less than 2kg. A total baggage allowance of 64 kg per person is permitted. The weight limit does not apply to electric wheelchairs, certain musical instruments or animals in the cargo hold. We accept baggage with a total circumference of 300cm where the maximum dimensions are: length 250cm, height 79cm, width 112cm. Musical instruments or sporting equipment smaller than 90cm x 75cm x 55cm and between 2-20 kg is permitted as normal checked baggage.

Packing oversized baggage
All oversized baggage must be packed in such a way that it can withstand normal baggage handling. This means that the item will withstand the impact of coming into contact with other luggage in the baggage system and when loading/unloading the aircraft. Norwegian is not responsible for any damage to special luggage caused by the negligence of the passenger.

We recommend all passengers pack their special baggage in a hard case to avoid any potential damage. Airshells offers the rental of protective packaging so that your goods are protected against damage that may occur during transport.

Bookings and conditions 
The following special items are accepted for carriage on Norwegian flights upon payment of the applicable baggage charge. Specific restrictions and conditions regarding size and weight apply to each item. The information provided also indicates where you can make a booking (e.g. online, Contact Centre or airport). Items that can be booked online can also be added to an existing booking.

To add luggage to an existing booking, click here. 

For information concerning the carriage of baggage outside the airline’s conditions, oversized baggage for major sports events, etc. (applicable only in Norway), click here.

Dry ice
Dry ice may be transported in accordance with the following conditions:

• The package must not exceed 2.5 kg
• The package must have ventilation holes
• The package must be marked “dry ice”

Stroller and car seat
Strollers and car seats for children are carried as oversized baggage. One stroller and one car seat will be accepted free of charge for children under 12 years of age.  

Wheelchairs and assistive devices
Wheelchairs and other assistive devices are carried as oversized baggage. For more information, read about passengers with special needs. 

Checked baggage may not contain the following items:

• Objects that can damage and/or cause danger to the aircraft, persons or property on board aircraft, such as the objects specified in the Dangerous Goods Regulations to International Civil Aviation Association (ICAO) or International Air Transport Association (IATA). 

In addition, we recommend that passengers do not include the following items in their checked baggage as we have limited liability under the Montreal Convention in the event of loss or damage to your checked baggage:

• Valuable items such as: cash, jewellery, precious stones, computers, game consoles, photo/video cameras and mobile phone,
• Fragile items (including but are not limited to glass/bottles),
• Perishable foods,
• Glasses, sunglasses,
• Keys,
• Working Documents,
• ID papers,
• Medicine and medical certificates.

You are responsible for ensuring that your bag is properly packed in accordance with such recommendations and for any baggage/articles confiscated at security checkpoints.

All aircrafts have a maximum cargo limit. Norwegian carries baggage on condition that the total cargo on board does not exceed the aircraft’s maximum permitted weight. If check-in baggage is damaged, delayed or lost during transport on a Norwegian flight, Norwegian’s liability is limited to 1,131 SDR (Special Drawing Rights). Baggage irregularities must be reported immediately to our handling agent at the airport or within seven days at the latest after arrival. Norwegian’s liability is limited in accordance with the Montreal Convention and we recommend that you contact your insurance company concerning any irregularities with your baggage.

Delayed baggage
When baggage goes missing we do our utmost to find the baggage and forward it to your address. It is important that our representatives at the airport receive your address, telephone number and a description of the missing bags. You will get a receipt of the report (Property Irregularity Report), and you must keep this safe. This contains a reference number for your luggage. Should you wish to claim compensation for reasonable expenses resulting from the delay, or baggage fees if your baggage is lost, this must be attached in its original form.

If you want to check whether your baggage has arrived at the airport or check the information in the report, you can check these details here. Our agents at the airport will contact you for more information and/or delivery as soon as they have received your baggage. Our representatives at the airport are responsible for looking for the bags for the first 5 days. If you wish to contact the airport the number can be found on the report.

Norwegian uses an international tracing system called World Tracer which connects us with most airlines around the world. If for some reason your baggage isn’t located within 5 days the search will be transferred to the Norwegian Headquarters. We would then need more detailed information about how the baggage looks and its contents for us to expand the search in World Tracer.

Damaged baggage
Norwegian handles its passengers’ baggage with care. All the same, we cannot be held liable for damage sustained from normal wear and tear. In addition, we cannot be held liable for damage to baggage due to the negligence or wrongful act of the passenger.

If your baggage has been damaged during your flight with Norwegian, you must present your travel document, bag tag/tag receipt, and the damaged item to our handling agents at the airport promptly and at the latest, 7 days after arrival. We will create a report and provide information about how your claim will be handled. We do not cover damaged items that are not presented at least 7 days after arrival.

If damage is not covered by the Carrier, the item should nevertheless be reported promptly and at the latest, 7 days after arrival. A damage report will be provided which can be used for a claim with your private travel insurance provider.

All claims must include the original report provided at the airport, documentation on the value/age of the damaged baggage and your bank account details (IBAN, BIC/Swift code, account holder’s name and address). Please send claims to:

Norwegian Air Shuttle
Baggage Department 
PO Box 115
1330 Fornebu
Norway.  

Prams, children car seats, bicycles, golf equipment, ski or fishing poles, any other sport equipment as well as paintings or delicate items are not articles suitable for air transport. However if need be, Norwegian recommends that these articles are packed in such a way that no damage will occur during transport. Soft packaging material will not be suitable enough for any of the above-mentioned items. We strongly recommend our passengers to draw additional travel insurance for any of the above items. Passengers are responsible for ensuring that their luggage is properly packed. 

If you are travelling from an international flight with an onward connection on a domestic flight, there are different customs rules that apply:

• Norway: The passenger must collect the bag at the first stop in Norway and clear customs.
• Sweden: The passenger must collect the bag at the first stop in Sweden and clear customs. Different conditions apply when travelling via Stockholm/Arlanda.
  Stockholm/Arlanda: The bag will be automatically transferred onto the domestic flight.
• Denmark: The bag will be transferred onto the domestic flight and customs will be cleared at the final destination in Denmark.
• Finland: The bag will be transferred onto the domestic flight and customs will be cleared at the final destination in Finland.

Infants under 2 years old 
Infants less than 2 years on the date of their return flight, or single flight if flying one way, travel free of charge on domestic flights if seated on the lap of an accompanying adult. For international flights, infants pay 10% of the adult fare plus any additional airport taxes, where applicable. An adult can travel with up to two infants, but is then required to purchase an additional seat and travel with a baby seat.

The infant discount does not apply to Premium/PremiumFlex tickets, with the exception of tickets purchased on or before 31 August 2013 for travel on or before 31 August 2013. A seat will not be assigned if you purchase an infant ticket. If you wish to have a seat for your infant, you must book your infant as a child.

Children 2 – 11 years old (inclusive)
Children aged 2 years to 11 years (inclusive) on the date of their return flight, or single flight if flying one way, must book as a child. Children in this age group qualify for a child discount and pay 75% of the adult fare (discount does not apply to airport taxes and charges). The child must be accompanied by an adult 16 years of age and over. An unaccompanied minor service is available for children from 5-15 years (inclusive).   

The child discount does not apply to Premium/PremiumFlex tickets, with the exception of tickets purchased on or before 31 August 2013 for travel on or before 31 August 2013.

Children 12 – 15 years old (inclusive)
Children between the age of 12 and 15 years (inclusive) on the date of their return trip may travel alone or order assistance (Unaccompanied Minor service) if specifically requested by the parent or guardian. Children in this age group pay the applicable adult fare.

Passengers aged 16 years or older are considered adults.

Children travelling unaccompanied (UM)
Norwegian offers an Unaccompanied Minor service for children from 5 to 15 years of age (inclusive). For the safety of minors travelling alone, the Unaccompanied Minor service is available to ensure that your child is boarded onto the aircraft, introduced to the flight attendant and turned over to the appropriate person upon arrival at their final destination.

NOTE: We do not accept children travelling as Unaccompanied Minors (UM) to or from Russia, Ukraine, Israel, Kosovo, Bosnia, Serbia, Bulgaria, Turkey, Morocco, United Arab Emirates and Thailand and the United States.

The service is mandatory for children aged 5 to 11 years (inclusive) travelling alone or without an adult (16 years or over) and optional for those aged 12 to 15 years (inclusive). Children under 5 years of age cannot travel alone. Passengers 16 years of age and over are regarded as adults and do not have the ability to utilise this service.

Unaccompanied Minor bookings must be made a minimum of 48 hours before departure via our Contact Centre. An unaccompanied minor charge will apply. Unaccompanied minors aged 5 to 11 years (inclusive) qualify for a child discount and pay 75% of the adult fare (discount does not apply to airport taxes and charges).

At the time of booking a Sender (who will check-in the child) and Receiver (who will collect the child) must be nominated. Valid photographic ID must be presented when checking in and collecting the child. The details on the Sender/Receiver’s ID must match the details in the Unaccompanied Minor booking. The Sender must remain at the airport until the child boards their flight and the aircraft departs the gate. Unaccompanied minors will not be accepted to travel if it is evident before departure that there is a possibility of the flight landing at another airport due to adverse weather conditions or other extraordinary circumstances.

• UM are not permitted to bring animals in the cabin or in the cargo
• Children under the age of 5 cannot travel as an UM 
• Bookings for UM or requests for additional assistance cannot be made by email.
• UM must check-in at least 1 hour prior to departure 
• UM cannot travel on connecting flights

Please download and present the completed unaccompanied minor form at check-in (total 3 pages).

NOTE: Please be advised, we do not accept cash for food and other products purchased onboard many of our flights.

Passengers travelling with children may use their own child safety restraint system (CRS) onboard Norwegian flights provided that the restraint systems are certified and marked as such.

There is no charge for the use of a child restraint system, but since the CRS must be attached to a passenger seat, a child ticket must be purchased even for children under the age of 2. As a rule a window seat is the preferred location and the accompanying adult must sit next to the child.

The following CRS are suitable:

1. Child seats that have been approved by a member state of the Joint Aviation Authorities (JAA), the Federal Aviation Administration (FAA) or Transport Canada for exclusive use in aircraft and are marked accordingly.

2. Child seats that are approved in accordance with safety standard ECE R44/03, 04 or a later version for use in motor vehicles and for children with reduced mobility.

3. Restraint systems that are approved in accordance with Canadian standard CMVSS 213 in case of a Child restraint system, or 213.1 in case of an infant restraint system.

4. That are approved in accordance with US standard FMVSS no.213 for use in motor vehicles and aircraft and that carry a sticker with the following statement in red: 

“THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLES SAFETY STANDARDS” and “THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT”

5. Seats which carry the TÜV Reinland seal of approval “For use in Aircraft”

6. Aviation – Only approved ACSD

Norwegian accepts live animals (dogs and cats only) for transport in accordance with special conditions. Different charges apply if you wish to transport your pet in the cargo hold or in the cabin.

Due to limited capacity, we recommend that you book your ticket and animal at the same time, at least 48 hours prior to departure. Bookings for animals can be made online or via our Contact Centre. To add your animal to an existing booking, log in to "My Norwegian" if your booking was made in your profile, or fill in the information under "Find reservation". 

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

Norwegian is not responsible for verifying that a pet 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. If you are travelling with an animal, you must check in at the check-in counter at least 1 hour before departure.

Transport of animals in the cargo hold (flights within Schengen ONLY - excluding to/from Svalbard) 
Norwegian accepts the transport of animals (cats and dogs) in the cargo hold for flights within Schengen only (excluding to/from Svalbard). The transport of pets in the cargo hold is limited to 4 animals per flight. Two animals can be transported in the same cage provided that the animals are well acquainted with each other. The animals should be of comparable size with a maximum weight of 14 kg per animal. If the animals do not meet these requirements, they must be transported in separate cages/kennels. Animals (cats and dogs) must be at least 8 weeks old when transported in the cargo hold.

The passenger is responsible for arranging the appropriate IATA-approved cat or dog cages/kennels for transportation of their animal. NOTE: steel cages are not accepted on board. The cage/kennel must be of a resilient material and be fully waterproof and completely clean. The container must be large enough to allow the animal to stand up, turn round and lay in a natural position. The container must not exceed the measurements 120x81x84 cm (LxWxH). The weight limit of 32 kilos does not apply to transport of animals in cargo (AVIH). For more information, click here.

Norwegian accepts animals in the cargo hold on connecting flights (domestic only) within Norway via Oslo Gardermoen, Bergen Flesland and Trondheim Værnes. Transfer time must be a minimum of 1 hour and maximum 2 hours.

Extremely cold weather can cause periodic restrictions on live animal transport to/from certain destinations. The cage/kennel must be clearly marked with the owner’s mobile phone number.

Transport of animals in the cabin (domestic flights ONLY – excluding to/from Svalbard) 
Small animals (cats and dogs) may be carried in the cabin on domestic flights ONLY (excluding to/from Svalbard). We accept a maximum of two adult animals per flight. Up to three small puppies and very small kittens may be transported in the same container in the cabin.

The animal must be carried in an IATA-approved cat or dog basket. The container and pet must not exceed 8kg in total gross weight with maximum dimensions of 43x31x20cm. These measurements apply to hard sided cases/cages. We recommend that passengers use a “Sherpa Bag", which can be purchased from most pet stores. The “Sherpa Bags” are made of flexible materials. Such bags will be accepted provided it can be compressed to fall within the maximum dimensions (43x31x20 cm) and the animal can fit comfortably in the bag for the duration of the flight.

Information for passengers with special needs travelling to/from the US (English only) >>

Service dogs or service dogs in training for passengers with special needs are accepted on all Norwegian flights (excluding flights to the UK) at no extra charge. Police and rescue dogs are accepted for carriage on flights between Schengen countries only.

To help ensure that we can meet your requirements for your flight, we recommend that you book your flight and service dog at the same time, online or via our Contact Centre at least 48 hours prior to departure. You also have the ability to make this request after your booking is made. Bookings for service dogs to Svalbard must be made via our Contact Centre. To add your service dog to an existing booking, please click here.

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 the animal has the necessary documentation, including vaccination documents, prior to travel through, to or from any country. It is the responsibility of the passenger to pay any fines, costs or any other expenses incurred as a result of insufficient documentation being provided.

Information for passengers with special needs travelling to/from the US (English only) >>

To help ensure that we can meet your requirements for your flight, we ask you to please make your booking with assistance at least 48 hours prior to departure.  If you make your booking after this time, we will do our best to assist. On this page you can find the information you need about the types of services we offer. Please pay careful attention to our terms and conditions and booking requirements..

NOTE: Special needs requests cannot be made via email. We do not accept CashPoints as payment on tickets that are booked via our Contact Centre. Passengers with special needs must check in at least 1 hour before departure.

Can I travel 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 reduced mobility, and to avoid the delay of a possible evacuation, some travellers must travel with a companion. This is to meet safety requirements, according to (EC) 1899/2006 (EU-OPS) and is in accordance with the exemption provision as described in (EC) 1107/2006 paragraph 4.2. 

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
If you do not meet these requirements, you must be accompanied by a companion who is capable of providing this assistance during your flight. The companion must be at least 16 years old. We will do our best to ensure that the companion will receive a seat next to the passenger in need. 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.

Such conditions are accordance with the international code of practice and guidelines produced by the Department for Transport supported by a working group including, amongst others, Department for Transport and safety guidelines published by European Aviation Safety Agency (EASA).

Online bookings - special needs
We now offer passengers with special needs the ability to book certain services online. Our online tool will show if we have the capacity to meet your requirements for the flight selected. To add a special service request to your existing booking, click here.

Passengers with medical conditions and other special needs
The following special services must be made via our Contact Centre. Due to limited capacity, passengers must make their booking with assistance via our Contact Centre 48 hours prior to departure. 

Travelling with your own wheelchair, mobility aid and/or medical equipment 
Passengers with reduced mobility are permitted to bring two pieces of mobility equipment in addition to necessary medical equipment related to their needs free of charge. 

Travelling with a wheelchair
When travelling with your own wheelchair it may not always be possible to bring it to the boarding gate. In cases such as this, we will provide you with a temporary wheelchair at the airport.

Norwegian has restrictions regarding the carriage of electric wheelchairs. If you are travelling with an electric wheelchair, click here.  

Onboard wheelchair for persons with reduced mobility (PRM)
Cabin crew on European airlines must be able to assist PRMs moving to and from toilet facilities if required, in accordance with Regulation (EC) 1107/2006 of the European Parliament and of the Council.

In order to meet this requirement all Norwegian aircraft are equipped with a foldable onboard wheelchair to assist with moving the passenger between their seat and the lavatory. The passenger must be able to move in and out of their wheelchair unassisted or with the assistance of their travel companion. Cabin crew are not able to lift the passenger (to avoid injury of cabin crew) and can only provide assistance by pushing the wheelchair to and from the lavatory. This wheelchair is not emergency equipment and cannot be used during an evacuation.

NOTE: Norwegian does not accept stretchers.

Seating
Norwegian will make all reasonable efforts to accommodate your seating request. Safety issues regulated by the abovementioned EU-OPS may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit in a seat near, or adjacent to, an emergency exit. 

Special seat / support harness
In general, 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.

Allergies              
If you have a nut allergy we advise you to phone our Contact Centre and 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. If you require medication for your allergy, this must be brought onboard as we do not carry such supplies. Please be aware that our cabin crew are unable to administer such medication.

For passengers that are allergic to animals, please see information above.

Infectious diseases
Passengers with infectious diseases are not permitted to travel onboard our flights. 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. 

Norwegian provides its services in accordance with Regulation (EC) 1107/2006 of the European Parliament and of the Council and we adhere to applicable safety regulations published in Regulation (EC) 1899/2006 (EU-OPS) and Act no. 0101 of 11 June 1993 relating to Aviation (Aviation Act) and safety guidelines presented in TGL-44 and by the European Aviation Safety Agency (EASA).

Information for passengers with special needs travelling to/from the US (English only) >>

Norwegian will accept a maximum of two electric wheelchairs per flight operated with 737-300 aircraft and a maximum of five electric wheelchairs per flight operated with 737-800 aircraft. The maximum permitted dimensions for an electric wheelchair are 140 cm (length) x 114 cm (width) x 85 cm (height), with a maximum weight of 200 kg. We accept electric wheelchairs powered by both dry and wet cell batteries.

Provided airport facilities permit, you will have the ability to take your electric wheelchair to the boarding gate. Passengers travelling with electric wheelchairs must check in 60 minutes at the latest and at the gate 30 minutes at the latest before departure.

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

Many women choose to fly during their pregnancy, but there are certain restrictions that you must consider when making a booking.

If you have any questions, please phone our Contact Centre.

NOTE: A normal pregnancy is 40 weeks.

Group bookings can be made when a minimum of 10 passengers are travelling together on the same flight.
Group rates are slightly higher than individual prices however, the rules attached to group bookings offer greater flexibility including payment options and name reporting. For small groups (10-15 people) where price is more important than flexibility, it is advisable to book individual tickets online (maximum 9 people per booking). We cannot guarantee the same price for everyone.

Norwegian group bookings are available for flights only. For hotel reservations, or flight + hotel, please contact one of our partners – see the link on our website or contact your travel agent.

Special conditions apply to group bookings. For more information and to make a booking, please click here.

Group bookings can be made when a minimum of 10 passengers are travelling together. Additional bookings will be priced according to present capacity.

Additional tickets must be booked at least one working day before the rest balance is due. Alternatively, please visit www.norwegian.com for individual tickets.

It is not possible to travel individually on other dates/times than the group.

One way travel is permitted.

Group booking requests made more than one month (60 days for long-haul) prior to departure will be given an offer from Norwegian valid for 7 days. If the group booking is made less than one month prior to departure, the offer will be valid for 48 hours, and total payment is due 72 hours after reservation is made.

Connecting flights
Passengers are permitted to travel on connecting flights from different domestic destinations. Passengers travelling on a connecting flight from the same destination must be booked on the same flight. A maximum 24 hour layover is permitted on the outbound and return journey.A group booking must always consist of at least 10 passengers.

Connecting flights must be booked at least one working day before the rest balance is due.

Changes
Date and destination changes are not permitted for group bookings. It is not possible to split individuals from the group in order to travel on other dates/times than the group.

Deposit
A deposit of 20 % of the ticket price (including taxes) must be paid within 14 days after the offer is accepted. The deposit must be paid in one transaction and is non-refundable upon the cancellation of the entire group booking.

Cancellations/reductions 
Requests to reduce the number of passengers must be made at least one working day before the due date of the rest balance.

Reductions more than 10% are not entitled to a refund of the deposit paid. The group must still be at least 10 people after the reduction. The deposit is non-refundable upon cancelling the whole group booking.

All reductions must be submitted in writing by responding to the mail/case number applicable to the group booking.

The rest balance is non-refundable.

Rest balance
The rest balance must be paid at least one month (60 days for long-haul) prior to departure, and must be paid in one transaction.

For group bookings made less than one month (60 days for long-haul) before departure, the total payment must be made within 24 hours of accepting the offer.

Payment information
Payment can be made by credit card or bank transfer. Credit card payments will be charged per person per leg.

Changes to the current payment conditions may occur. Any changes will be outlined in the offer sent. 

Please note that overdue payment will incur a fee of NOK 60 per reminder sent.

Discount for children
Child discounts are not available for group bookings.

Infants < 2 years old
Infants less than 2 years on the date of travelling, travel free of charge on domestic flights in Norway, Sweden, Denmark and Finland. For international flights the fare is 10% of the adult fare excluding any additional airport taxes. Taxes and fees may be charged for infants travelling to certain destinations.

Name report
Passenger names must be added at least 14 days prior to departure. Passenger names must be added at least 30 days prior to departure for long-haul. This can be completed online via the following link.

For name changes, please contact the Groups Department via phone during operating hours. Phone: +47 815 11 560 - Monday-Friday 09:00-16:00.

A mobile phone number for one of the passengers travelling on the group booking must be provided (remember country code). This number will be used to inform of any updates regarding irregularities / route changes.

Baggage
The group price includes 2 pieces of checked baggage (max 20 kg per piece) per person. If any piece of luggage weighs more than 20 kilos, the extra weight will be charged as excess luggage. Individual baggage units must not exceed 32kg. Excess baggage fees must be paid to our handling agents at the airport.

Passengers are permitted to carry one item of hand baggage in addition to one small personal item onboard the aircraft. Your personal item (e.g. small handbag or laptop case) must fit comfortably under the seat in front of you. The maximum dimensions for hand baggage is 55x40x23cm with a maximum weight of 10kg. When travelling to/from Dubai, your hand baggage must not exceed 8kg in total weight.

There are no refunds for prepaid baggage or excess baggage fees.  For more information regarding our baggage conditions, click here.

Oversized baggage (golf and ski equipment)
Oversized baggage (golf and ski equipment) can only be ordered after the names of the passengers travelling on the group booking have been confirmed.

Such equipment can be ordered via the following link or at the airport on the day of travel.

Due to limited cargo capacity we may be required to forward special baggage on a later flight, even if the baggage fee has been prepaid.

Please bring your travel document with you on the day of travel. This will act as a receipt for your prepaid oversized baggage fee.

There are no refunds for oversized baggage. For more information regarding oversized baggage, click here.

Musical Instruments
Musical instruments may be accepted for carriage in accordance with our terms and conditions. For more information, click here.    

Any fees for the carriage of musical instruments must be paid at the airport on the day of travel.

Check- in
Passengers travelling on group bookings may use Norwegian’s check-in kiosks if itinerary or booking number is available when checking in. Booking information can be retrieved via the following link.

Passport/Visa
Please be aware that a visa may be required for travel to some destinations. It is the passenger’s responsibility to ensure that they have all the necessary documentation in place to travel. Please contact the relevant authorities (e.g. embassy and/or consulate) for further information.

When travelling to the United Kingdom, passengers must register their passport details before travel. The passport can be scanned at the self-service check-in kiosks on the day of travel, or via our homepage – click here. 

For more information regarding ID requirements, please click here.

When travelling to the USA, passengers must register their passport details and send an ESTA application before travel.   

Norwegian reserves the right to change flight times.

For more information regarding our terms and conditions, click here.

We recommend all passengers bring a copy of their travel document on the day of travel. To download a copy of this documentation, please click here.

Norwegian wishes you a pleasant flight.

Norwegian Group Department
Phone: +47 815 11 560
Opening hours: Monday to Friday 9am to 4pm
Email: grupper@norwegian.no
Website: www.norwegian.com

Connections with Norwegian flights
Many of our passengers choose to travel on a number of consecutive legs with Norwegian in order to reach their final destination.

If you choose to purchase consecutive flights under separate reservations (intended as a connection), we require a transit time of at least 120 minutes. If you do leave a gap of at least 120 minutes between arrival and new departure and miss your connecting flight because of circumstances for which Norwegian can be held responsible, contact our Customer Centre and we will do our utmost to book you a seat on a later Norwegian departure on which there are available seats. This is providing there are seats available on the flight in question. 

Two consecutive flights (intended as a connection) without 120 minutes transit time, is purchased at your own risk.

Norwegian’s connecting flights (2 consecutive flights under the one reservation) are only available to certain destinations. A small service charge will apply. 

Conditions for Norwegian’s connecting flights – click here.

NOTE: Norwegian does not generally take responsibility for connecting flights, not even between the airline’s own flights, unless we are liable for compensation in the event of a delay (See Article 10 in Norwegian’s General Conditions of Carriage).

Connections with alternative airlines or other means of transport
Norwegian is not responsible for onward connections with other airlines or other means of transport unless Norwegian is liable for compensation if passengers miss their connecting flight in accordance with Section 10 in Norwegian’s General Conditions of Carriage.

Norwegian’s connecting flights (2 consecutive flights under the one reservation) are only available to certain destinations. A small service charge per person per segment will apply.

When purchasing a connecting flight we will ensure that you are transferred to the next available Norwegian service to your final destination if your original flight is delayed. You will also be offered food and overnight accommodation if necessary. This offer applies even if the reason for the delay is outside Norwegian`s control, such as adverse weather.

Norwegian does not sell connecting flights for children traveling alone.

You cannot request to change two separate tickets to a connecting flight after the booking is made.

If you have booked a connecting flight, in most cases your checked baggage will be transported to your final destination. 

If you are travelling from an international flight with an onward connection on a domestic flight, different customs rules apply to the transport of checked baggage. For more information, click here.

If you have purchased a connecting flight with a scheduled overnight stop, you must collect your luggage and check in again the following day. Norwegian is not responsible for any costs in relation to a scheduled overnight stop.

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

Punctuality is important for our passengers, and Norwegian strives to ensure that all of our flights depart according to schedule. Regrettably, due to the nature of the aviation industry, it is inevitable that delays may occur from time to time.

If your flight is delayed, and the delay exceeds two hours for flights up to1500 km or three hours for flights between 1500 and 3500 km, you are entitled meals and refreshments in relation to the length of delay, paid hotel expenses if you are offered a flight the next day (including transportation to and from airport and hotel) and two free telephone calls, fax messages or e-mail messages. Meals will not be offered in cases which may cause additional delays.

For delays of 5 hours or more, you have the option to change your flight, and any onward flight with Norwegian, including the return, free of charge. You are also permitted to change the date of travel to a later date within 14 days after original departure, assuming there are seats available. If your reason for travel no longer exists, you are entitled to a full refund, including onward flights on Norwegian and the return journey.

Apply for a refund here.

Requests for refund can also be sent to:
Norwegian Air Shuttle
Customer Relations
PO Box 115
1330 Fornebu
Norway

Tarmac Delay Contingency Plan – flights to/from the US
In the event of a lengthy delay on the tarmac in the US, we will ensure that all passengers are handled in accordance with our Tarmac Delay Contingency Plan.

Cancellations due to circumstances outside Norwegian’s control

If your flight is cancelled due to extraordinary circumstances such as those described below, Norwegian will do all possible to provide you with an alternative flight at no extra cost. You have the option to change your flight, and any onward flight with Norwegian, including the return, free of charge. You are also permitted to change the date of travel to a later date, assuming there are seats available. If your reason for travel no longer exists, you are entitled to a full refund, including onward flights on Norwegian and the return journey. 

Circumstances outside Norwegian’s control which could not have been avoided even when all possible measures are taken may include: cancellation due to weather conditions, the result of weather conditions that affected earlier departures, technical problems that occur unexpectedly and are considered a risk to flight safety, strikes or other types of work conflict that cause operational problems, allocated slots due to restrictions by Air Traffic Control, unexpected illness of airline crew and other unforeseen circumstances that represent a safety hazard and are beyond our control.

Cancellation due to circumstances within our control

If your flight is cancelled due to circumstances within our control, such as conditions described below, you are entitled to an alternative flight with Norwegian at no extra cost. If you do not want to rebook your flight you are entitled to a full refund of the cost of your cancelled flight, in addition to any onward flights that you have with Norwegian, including your return ticket. You also have the option to choose an alternative routing with Norwegian. You are entitled to meals and refreshments in relation to the length of delay, paid hotel expenses if you are offered a flight the next day (including transportation to and from airport and hotel), two free telephone calls, fax messages or e-mail messages. In addition you are also entitled to compensation which is determined by the length of your original flight (please see below).

Cancellations caused by conditions within our control may include: scheduled flight programme changes on commercial grounds or grounds within the airline’s control, foreseeable technical issues, and staff shortages that should have been foreseen.

Compensation according to length of journey

• 250 Euro for flights of 1500 km or less
• 400 Euro for flights between 1500 and 3500 km
• 600 Euro for flights over 3500 km

 You are not entitled to compensation if

• Sufficient information concerning cancellation of your flight has been provided no less than two weeks prior to the scheduled departure of your flight.
• Information concerning the cancellation of your flight has been provided between two weeks and seven days prior to the original scheduled departure of your flight and you have been offered an alternative route which would enable you to depart a maximum of two  hours earlier than scheduled time of departure of your original flight and arrive at your destination a maximum of four hours later than originally scheduled.
• Information concerning cancellation of your flight has been provided no more than seven days prior to the original scheduled departure time of your flight and you are offered an alternative route which enables you to depart a maximum one hour earlier than your original scheduled departure time and you arrive at your destination a maximum of two hours later than scheduled.

The compensation you are entitled to may be reduced by 50% if

• For flights of less than 1500 km, you are offered an alternative route with a flight that departs earlier than one hour prior to scheduled departure of your original flight, and you arrive at your destination no later than two hours after scheduled time of arrival.
• For flights between 1500 and 3500 km, you are offered an alternative route with a flight that departs earlier than one hour prior to scheduled departure of your original flight, and you arrive at your destination no later than three hours after your scheduled arrival time.
• For flights over 3500 km, you are offered an alternative route with a flight that departs earlier than one hour prior to scheduled departure of your original flight, and you arrive at your destination no later than four hours after your scheduled arrival time.

EU-directive 261/2004 can be found here. This is also available at the airport.

Contact information to your National Enforcement Body: http://apr.europa.eu

Request for refund can be sent to
Norwegian Air Shuttle ASA
Customer Centre
Po box 115
NO-1330 Fornebu
Norway

All flights – excluding flights to/from the US
If you volunteer, when asked, to give up your seat, you are entitled to an alternative flight with Norwegian at no extra cost. If you do not want to rebook your flight you also have the option of a full refund of the outbound and return journey plus any onward connection. Compensation will be agreed between the passenger concerned and the operating air carrier. 

If you do not volunteer and you are denied boarding, you have the same rights as outlined in the section titled. Cancellation due to circumstances within our control.

Form for denied boarding 

Travelling to/from the US
If you are denied boarding on a flight to/from the US, we will provide compensation in accordance with Part 250 of US Department of Transportation regulations.

When travelling to/from the US there are certain requirements which passengers must adhere to. In particular, the US government has set strict regulations regarding mandatory information which must be provided by passengers prior to their flight to the US.

Whilst it is the responsibility of the passenger to ensure that they have obtained all of the necessary travel documents, including visa and passport prior to travel, the following information may be used as a guideline for the mandatory information required for passengers travelling to the US.

Advanced Passenger Information
US government authorities require that all airlines collect Advanced Passenger Information from all passengers prior to travel. It is the responsibility of the passenger to ensure that mandatory information is provided within 72 hours prior to departure. If your booking is made less than 72 hours prior to departure, you will be asked to provide this information at the time of booking. Passengers who do not provide the information on time may not be permitted to travel.

Information required within 72 hours prior to departure:

• All names (first, middle and last names) exactly as written in your passport
• Date of birth
• Gender
• Redress number (if applicable) *

* The redress number is a reference number issued by the US Department of Homeland Security (DHS) to travellers who have previously experienced difficulties obtaining entry to the US.

Additional information required before check-in:

• Passport number and country of issue
• Passport expiry date
• Nationality
• Address in the US for the first night’s stay (except for citizens or residents of the US)

To register advanced passenger information, log in to "My Norwegian". If you have not made your booking in a profile, enter your surname and reservation number in "Find Reservation".

Privacy statement
The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area.

TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA website at www.tsa.gov.

Visa Waiver Program (VWP) and Electronic System Travel Authorisation (ESTA)
The Visa Waiver Program (VWP) allows citizens of countries that are members of the VWP to travel to the US without applying for a specific visa. It is however a requirement of the US Department of Homeland Security for all passengers eligible to travel under the VWP to apply for an Electronic System Travel Authorisation (ESTA).

ESTA applications must be submitted online and approved prior to departure. Most applications are approved immediately, however US government authorities recommend passengers to submit their application at least 72 hours prior to departure.

For updated information regarding the Visa Waiver Program and passport requirements for citizens, please visit the Department of Homeland Security.

VWP requirements:

• Must be travelling for business, pleasure, transit only
• Stay in the US for less than 90 days
• Hold a confirmed return or onward ticket
• Obtain an ESTA (recommend applications submitted 72 hours prior to departure)

NOTE: If you are not a citizen of a country that is a member of the VWP or do not meet the requirement for the VWP, please contact the US Embassy for information.

Apply for your ESTA here

To help ensure that we can meet your requirements for your flight, we ask you to please make your booking with assistance at least 48 hours prior to departure.  If you make your booking after this time, we will do our best to assist. On this page you can find the information you need about the types of services we offer. Please pay careful attention to our terms and conditions and booking requirements.

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, we recommend that all passengers with special needs check in at least 1 hour before departure.

Can I travel without a companion? 
The majority of passengers with special needs can travel without a companion when travelling with Norwegian. To ensure the safety of all passengers, including passengers with special needs, and to avoid the delay of a possible evacuation, if certain circumstances exist and we 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 legislations.

If you cannot complete one or more of the following tasks, you must travel with a companion:

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

Examples of passengers required to travel with a companion includes, but may not be limited to:

• Passengers with mental disabilities who are unable to comprehend or respond to safety instructions.
• Passengers with severe mobility impairments who are unable to physically assist in their own evacuation of the aircraft.
• Passenger with severe hearing and vision impairments who cannot establish a means of communication with our personnel that is adequate to permit transmission of safety briefings and to enable the passenger to assist in their own evacuation of the aircraft.

Companion
All companions must be capable of providing the necessary 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.

Online bookings - special needs
We offer passengers with special needs the ability to book certain services online. Our online tool will show if we have the capacity to meet your requirements for the flight selected. To add a special service request to your existing booking, click here. Please note that special needs requests cannot be made via email.

Travelling with your own wheelchair, mobility aid and/or medical equipment 
Passengers with reduced mobility are permitted to bring two pieces of mobility equipment (an unlimited number of pieces for flights to and from the US) in addition to necessary medical equipment related to their needs free of charge.

When travelling with your own wheelchair or mobility aid it may not always be possible to bring it to the boarding gate. In cases such as this, we will provide you with a temporary wheelchair at the airport.


Electric wheelchair
Passengers travelling with an electric wheelchair must make their booking via our Contact Centre. We accept electric wheelchairs powered by both dry and wet cell batteries. To ensure that we have the ability to safely and securely load your wheelchair onto the aircraft, please provide the weight and dimensions at the time of booking.

Provided airport facilities permit, you will have the ability to take your electric wheelchair to the boarding gate. Passengers travelling with electric wheelchairs must arrive at the boarding gate at least 30 minutes prior to departure.

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


Onboard wheelchair for persons with reduced mobility (PRM)
All Norwegian aircraft are equipped with a foldable onboard wheelchair to assist with moving the passenger between their seat and the lavatory. The passenger must be able to move in and out of their wheelchair unassisted or with the assistance of their travel companion. Cabin crew are not able to lift the passenger or assist passengers in the lavatory. This wheelchair is not emergency equipment and cannot be used during an evacuation.


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.


CPAP, POC, ventilator, respirator
Passengers who require the use of a respirator, ventilator, POC or CPAP machine onboard, must make this request via our Contact Centre.


Meet and assist
We offer this service to passengers with special needs who need assistance through the terminal to the aircraft (e.g. elderly people, passengers on crutches and passengers with medical conditions). If you require a wheelchair, you must book the appropriate wheelchair service. NOTE: Norwegian does not offer this assistance to passengers travelling with children or excess amounts of luggage.


Seating
Norwegian will make all reasonable efforts to accommodate your seating request. Safety issues regulated by international laws may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit in a seat near, or adjacent to, an emergency exit.


Special seat / support harness
In general, 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.


Allergies              
If you have a nut allergy we advise you to phone our Contact Centre and 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. If you require medication for your allergy, this must be brought onboard as we do not carry such supplies. Please be aware that our cabin crew are unable to administer such medication.

For passengers that are allergic to animals, please see information above.


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. 

Norwegian provides its services in accordance with Regulation (EC) 1107/2006 of the European Parliament and of the Council and we adhere to applicable safety regulations published in Regulation (EC) 1899/2006 (EU-OPS) and Act no. 0101 of 11 June 1993 relating to Aviation (Aviation Act) and safety guidelines presented in TGL-44 and by the European Aviation Safety Agency (EASA).

Additional information for passengers with special needs travelling to/from the 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 (voice) or (+1) 1-800-455-9880 (TTY).
• TTY: by telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220 (voice) or (+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.
• Internet: visit the Aviation Consumer Protection Division's website.

(For flights to, from and within the United States only)

Lowest fare available
We are committed to offering our passengers the lowest available fares for their specific flights.  Generally, the lowest fares for any given flight are available through Norwegian’s website, www.norwegian.com. If you do not have a specific flight date or time, we will provide you with a range of different fares from which to choose from.

Delays, cancellations and diversions
In the event of a delay, cancellation or diversion that is 30 minutes or more, Norwegian will notify passengers within 30 minutes after becoming aware of the disruption. This information will also be provided on www.norwegian.com and will be available via our Contact Centre. Announcements will be made at the boarding gate area for flights departing from the US. Flight display systems will also be updated, provided that Norwegian has control over such displays or can provide the information to the party who controls the display.

Lengthy delays on the tarmac
In the event of lengthy tarmac delays at US airports, Norwegian will act in accordance with its Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.

Accommodating passengers with reduced mobility in the event of a delay
Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at US airports, in accordance with Part 382 of US Department of Transportation regulations and Norwegian’s general conditions of carriage.

Assistance in the event of a cancellation or delay
Whilst we will always strive to ensure that all of our flights depart according to schedule, unfortunately due to the nature of the aviation industry, it is inevitable that delays may occur from time to time. In the event of a cancellation or delay, we will do our utmost to rebook passengers on the next available flight to their destination with Norwegian, and provide other accommodations to mitigate passenger inconveniences in accordance with Regulation (EC) 261/2004. Any compensation or associated costs incurred will be reimbursed in accordance with Regulation (EC) 261/2004.

Baggage delivery
In the event that your baggage does not arrive on your flight to or from the US, Norwegian will make reasonable efforts to ensure that your baggage is promptly delivered within 24 hours. Norwegian will reimburse costs in accordance with the provisions outlined in the Montreal Convention. Norwegian will refund any baggage fees charged if the bag is lost.

Cancelling reservations
Norwegian will provide a refund for flights to and from the US if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at least one week prior to travel.

Refunds
Refunds due will be promptly issued to the credit card used at the time of booking. Cash payments will be reimbursed to a nominated account within 20 days. Fees charged for optional services that were unavailable or not provided due to an over sale situation or flight cancelation will be refunded to the passenger.

Overbooking
In instances where flights are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with Part 250 of US Department of Transport regulations and our policies and procedures for determining boarding priority.

Other travel policies
Norwegian’s travel policies, cancelation policy, frequent flyer rules and aircraft seating configuration, including lavatory availability, are available on www.norwegian.com and via our Contact Centre.

Changes in Travel Itineraries
In the event of a change in itinerary, Norwegian will provide prompt notification of any changes made via the telephone number or email address provided at the time of booking. If the booking was made through an agency, it is the responsibility of the agent to pass on any information that may be provided by Norwegian. 

The Customer Relations Department is available to address any concerns or feedback received. Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. The Customer Relations Department can be contacted online, or by post; Norwegian Air Shuttle ASA, Customer Relations, PO Box 115, 1330 Fornebu, Norway.

(For flights to/from the US only)

If you experience a lengthy delay on the tarmac in the US, we will ensure that all passengers are handled in accordance with our tarmac delay contingency plan. We have dedicated sufficient resources to implement our tarmac delay contingency plan and our plan has been coordinated with US airport authorities, Customs and Border Protection and the Transport Security Administration at each airport that Norwegian operates to/from, including diversion airports.  

In such event, Norwegian will not permit an aircraft to remain on the tarmac for more than four hours without allowing passengers to disembark. However, if it is established by the pilot that there is a safety or security related reason to prevent passengers from disembarking or if air traffic control should inform that disembarkation would significantly disrupt airport operations, passengers will be asked to remain onboard.

Norwegian will provide adequate food and potable water no more than two hours after the aircraft leaves the gate or touches down, unless the pilot determines that safety or security reasons preclude such service from being provided.

Norwegian will ensure that operable lavatory facilities are available and will provide adequate medical attention, if needed, while the aircraft remains on the tarmac.

Our crew will provide information to passengers regarding the reason for the delay, if known, and updated information regarding the status of the flight beginning 30 minutes after the scheduled departure and every 30 minutes thereafter.  

For aircraft that remain at the gate with the flight door open, Norwegian will inform that you may leave the aircraft and return to the gate or another disembarkation area if such an opportunity exists beginning 30 minutes after the scheduled departure (including revised departure times) and every 30 minutes thereafter.