Special needs to/from the US

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.

Special needs
Online bookings

Requirements/service provided

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. Passengers travelling with an electric wheelchair must book via our Contact Centre – see information below.

WCHS – Wheelchair (steps)

Assistance for passengers that cannot ascend/descend steps but are able to move to/fromthe aircraft door to their seat onboard. Wheelchair/assistance is required through 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.

Vision/Hearing impairments

Assistance for hearing and visually impaired passengers through the terminal and to/from their seat on the aircraft. A companion may be necessary for passengers who are both blind and deaf.

Service dog in cabin/
cargo hold

Service dogs or service dogs in training for passengers with special needs are accepted on Norwegian flights at no extra charge. Police and rescue dogs are accepted for carriage on flights between Schengen countries only. Conditions apply. For more information, click here.

Allergic to animals

Passengers allergic to animals can 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.


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.
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