Special needs

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.

 



Booking and check-in requirements


Booking: 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, log in to “My Reservations” and follow the prompts.

NOTE: Special needs requests cannot be made via email.

Check-in:
Passengers with special needs must check in at least 1 hour before departure. This is 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.



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

Passengers with reduced mobility are permitted to bring two pieces of mobility equipment (an unlimited number of pieces for flights to/from the US) free of charge.

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.

Online booking is available for the following assistance. Use this information to determine what type of assistance you should request. NOTE: Passengers travelling with an electric wheelchair must book via our Contact Centre.

  • WCHS – Wheelchair (steps): Assistance for passengers that cannot ascend/descend steps but are able to move to/from the aircraft door to their seat onboard. Wheelchair/assistance is required though the terminal, to/from the aircraft door and up/down steps.
  • WCHR – Wheelchair (ramp): Assistance for passengers that can ascend/descend steps and are able to move to/from the aircraft to their seat onboard, but may have difficulty walking long distances. Wheelchair/assistance is required through the terminal and to/from the aircraft.
  • WCHC – Wheelchair (seat): Assistance for passengers that require a wheelchair through the terminal and to/from their seat on the aircraft. A companion may be necessary.  NOTE: Norwegian requires a 90 minute minimum connection time for passengers (WCHC) travelling on a connecting flight (2 consecutive flights in the same reservation).

Electric Wheelchair: Passengers travelling with electric wheelchairs 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.

There are no size or weight restrictions for electric wheelchairs when travelling to/from the US. If you intend to travel on a connecting flight within Europe, please inform us at the time of booking.

For all other flights, 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.

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).

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.

NOTE: Norwegian does not accept stretchers.


 

Meet and assist

We offer this service to passengers with special needs who do not require a wheelchair, but may need assistance through the terminal to the aircraft (e.g. elderly people, passengers on crutches and passengers with special needs). Such assistance must be requested via our Contact Centre at the time of booking.

NOTE: Norwegian does not offer this assistance to passengers travelling with children or excess amounts of luggage. If you require a wheelchair, you must book the appropriate wheelchair service.


 

Seating and support harness

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: 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.


 

Vision and hearing impairments

We ask passengers with vision and hearing impairments to request assistance at the time of booking to ensure that assistance will be provided. Online booking is available.

NOTE: 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.  




 

Allergies

Allergic to animals: Passengers allergic to animals can make a request at the time of booking online to ensure that dogs/cats will not be booked onboard their flight. If an animal has already been booked onboard the flight, you will not have the ability to order this special service request.

Nut allergy: 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. 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 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.


 

Medical conditions and medical equipment

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: Norwegian has oxygen onboard for emergency situations only.

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.

Medical conditions:
If you have a medical condition, we recommend that you inform our cabin crew onboard your flight. Our cabin crew are unable to administer medication or keep your medication cool.

If you are travelling with medication we recommend to pack it in your hand baggage and if possible in its original packaging.

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.


 

Regulations and safety guidelines


 

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.
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