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Special assistance

We understand everyone's needs are unique, so please let us know well before your flight how we can help.

Wheelchair and mobility

Request wheelchair assistance

If you're travelling with your own wheelchair, or you need a bit of extra help getting from check-in to the boarding gate, you can request wheelchair assistance online or through our Contact Centre.

It's best to make your request at least 48 hours before departure (but of course we'll do our best to help if you book later than this).

Travelling with an electric wheelchair

You'll need to call our Contact Centre to make your booking if you're travelling with an electric wheelchair. We'll ask you to give us the measurements for your wheelchair to make sure it'll fit on your flight.

There are no size or weight restrictions when travelling to/from the U.S., but for all other flights your electric wheelchair must not exceed 140 x 114 x 85 cm (L x W x H), with a maximum weight of 200 kg.

There's also a limit on how many electric wheelchairs we can accept on certain flights, so it's best to book as early as possible.

  • 737-800 aircraft: max 5 electric wheelchairs per flight
  • 737-MAX aircraft: max 5 electric wheelchairs per flight
  • 787-8 Dreamliner aircraft: max 5 electric wheelchairs per flight
  • 787-9 Dreamliner aircraft: max 5 electric wheelchairs per flight

If the battery needs to be removed from your wheelchair during transport, it must be placed in protective packaging and carried with you in the cabin. You must provide the protective packaging for the battery.

Connecting flights

We need a 90 minute connection time if you're travelling with an electric wheelchair or if you're unable to walk from the aircraft door to your seat.

Your baggage allowance

You can bring your wheelchair or mobility aid in addition to your checked baggage allowance at no extra cost.

  • If you're travelling to/from the U.S., you can bring an unlimited number of mobility aids or wheelchairs for your personal use.
  • If you're travelling to/from any other country aside from the U.S., you can bring up to two mobility aids or wheelchairs for your personal use.

At the airport

Help us make your journey smooth and stress-free by allowing plenty of time at the airport.

Check in one hour before departure

To make sure we have time to take care of anything you might need, please check in at our check-in counter at least one hour before departure. Let our airport representatives know if there's anything else specific (either at the airport or on board the aircraft) that we can do to help.

At most airports, you can use your own wheelchair or mobility aid until you reach the boarding gate. If this isn't possible, we'll organise a wheelchair for you to use at the airport.

Arrive at your boarding gate 30 minutes before departure

Get to your boarding gate nice and early so you have plenty of time to board and get settled on the aircraft.

On board your flight

Our aircraft are designed to be comfortable and accessible for everyone.

Onboard wheelchair

All our aircraft have a foldable wheelchair on board to assist you between your seat and the toilet.

  • You'll need to be able to move in and out of the wheelchair on your own or with the help of your safety assistant.
  • Our cabin crew can help you get to and from the toilet, but they cannot lift you or assist you in the toilet.

Please note that this wheelchair is not emergency equipment and cannot be used during an evacuation.

Wheelchair accessible toilets

  • On our flights to and from the U.S., Thailand, Argentina, Brazil operated by the Dreamliner, the aircraft has one fully wheelchair accessible toilet.
  • On all of our other flights, we have toilets that are partially wheelchair accessible.

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Hearing impairment

Please let us know when making your booking online or via our Contact Centre if you need any assistance while travelling. It's best to book at least 48 hours before you fly, so we've got time to take care of everything you need for a smooth journey.

At the airport and on board

  • Check in at our check-in counter at least one hour before departure, so we've got plenty of time to look after any extra details.
  • Arrive for boarding 30 minutes before departure to make sure you've got lots of time to board the flight and get settled on the aircraft.
  • We'll keep you up-to-date with information and do all we can to make your trip easy and hassle-free. Let our airport representatives and cabin crew know if there's anything else specific (either at the airport or on board the aircraft) that we can do to help.

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Vision impairment

Please let us know when making your booking online or via our Contact Centre if you need any assistance while travelling.

It's best to book at least 48 hours before you fly, so we've got time to take care of everything you need for a smooth journey.

At the airport and on board

We'll keep you up-to-date with information and do all we can to make your trip smooth. Let our airport representatives and cabin crew know if there's anything else specific that we can do to help.

  • Please check in with your service dog at our check-in counter at least one hour before departure so we can make sure we can take care of anything you might need.
  • You'll be assigned a suitable seat, and your service dog must lie or sit on the floor in front of you.
  • Your dog must be on duty and easily identified as a service dog (e.g. wearing a vest).
  • Arrive at the boarding gate at least 45 minutes before departure so you've got lots of time to board and get settled.

Service dogs are welcome

Your service dog can travel on most of our flights. Find out more about travelling with a service dog.

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Safety assistant

When you need a safety assistant

You'll need to fly with a safety assistant if you require help to do any of the following:

  • 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)

Help from your safety assistant

  • Your safety assistant must be at least 16 years old and be capable of providing the above assistance during your flight.
  • They can only assist one passenger per flight and need to purchase a regular adult fare.

Help from our cabin crew

  • Please keep in mind when deciding whether you need to travel with a safety assistant that our cabin crew cannot lift you or assist you in the toilet (but they can help you get to and from the toilet).
  • They can help with simple preparations for a meal, but won't be able to help you eat or administer medication.

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Seating on board

Seat allocation

It's not necessary for you to reserve a seat when making a booking if you request special assistance. We'll assign you a suitable seat free of charge when you check in at the airport, based on the type of assistance you require.

  • You'll be seated close to the toilets.
  • Your seat will have movable armrests.
  • If you're travelling with a safety assistant, you'll be seated together.

If you'd like a different seat to the one we have assigned, but it's not relevant to your disability, you may be asked to pay for a seat reservation.

Our seats with extra legroom are often in an emergency exit row – for safety reasons, if you have reduced mobility or a disability we cannot seat you in these rows.

Support seating and harnesses

All our passengers over 2 years of age must sit upright in their own seat, but sometimes a little extra support may be helpful.

If you need to use a special seat or a support harness, you must supply your own and your safety assistant must know how to use it. We accept the following types of seating support on board:

  • Specially approved supportive child seats (AIC-35/09) can be placed in the ordinary seat in a way that your child can sit leaned back during take-off and landing. This is only an option for children over 2 years of age that can fit into this special seat.
  • A body splint that supports you (especially your head) in a sitting position may be used on board.
  • A Norwegian Civil Aviation Authority approved support harness.

Stretchers

We do not accept stretchers on board our flights.

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Service dogs

Booking a service dog

Service dogs and service dogs in training can travel on most of our flights in the cabin at no extra charge.

It's easy to book a place for your service dog online or through our Contact Centre, or add a request to an existing booking. We recommend that you book at least 48 hours before departure to make sure we have enough space.

Different conditions will apply depending on the type of service the animal provides, and where you are travelling. 

  • An assistance dog is one which has been specifically trained a to assist a person with a disability. 

    Assistance dogs may include guide dogs, hearing dogs, and service dogs that are trained to help people who use wheelchairs, have autism, need help balancing or with various other conditions, such as seizures, low blood sugar or a mental health impairment.

    • Assistance dogs are permitted in the cabin on all flights excluding connecting flights via the UK
    • Assistance dogs are permitted in the cargo hold on direct flights within Schengen and to/from Svalbard
    • Bookings can be made online for all direct flights excl. flights to/from UK, U.S., Canada, Argentina, Brazil, Thailand and Svalbard
    • Bookings for flights to/from UK, U.S., Canada, Argentina, Brazil, Thailand, Svalbard and connecting flights must be made via our Contact Centre

  • Police and search and rescue dogs are specifically trained to assist law enforcement personnel or other organisations responsible for search and rescue activity.

    • Police and search and rescue dogs are permitted in the cabin on all flights within Schengen
    • Police and search and rescue dogs are permitted in the cargo hold on direct flights only within Schengen and to/from Svalbard
    • Bookings can be made online for all direct flights excl. to/from Svalbard
    • Bookings for flights to/from Svalbard and connecting flights must be made via our Contact Centre

  • An emotional support dog provides support to a person with a mental or emotional disability. Emotional support dogs are not required to have specific training, but the person travelling with the dog must bring documentation they require this support. 

    As a foreign carrier operating flights to/from the US, in circumstances where we are required by law to transport emotional support animals, we are only required to accept dogs as emotional support animals.

    • Emotional support dogs are only permitted in the cabin on direct flights to and from the U.S (excl. flights to the UK). To be accepted for travel on flights to the UK, the dog must receive specific training and certification from an accredited body for assistance dogs worldwide.
    • Bookings must be made via our Contact Centre.
    • The emotional support dog must accompany a passenger requiring this assistance, and current documentation (no older than one year from the date of passenger's scheduled initial flight) supporting the need for this assistance must be presented at check-in and accompany the animal when travelling.
    • The documentation must be on the letterhead of a licenced mental health professional (e.g. psychiatrist, psychologist, licensed clinical social worker, including a medical doctor specifically treating the passenger's mental or emotional disability) and must state the following:
    1. The passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders—Fourth Edition (DSM IV).
    2. The passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger's destination.
    3. The individual providing the assessment is a licensed mental health professional, and the passenger is under his or her professional care.
    4. The date and type of the mental health professional's license and the state or other jurisdiction in which it was issued.


Regulations to travel

Please make sure your dog has the necessary documentation to fly, including vaccination documents. Any fines, costs or any other expenses incurred as a result of insufficient documentation are the passenger's responsibility.

Is your service dog brachycephalic (snub-nosed)?

Brachycephalic dogs, such as Bulldogs, Boxers or Pekingese, can find it difficult to acclimatise to certain temperatures and may experience breathing difficulties. Please talk to your vet about flying with your snub-nosed dog before you travel

Identifying a service dog

Your service dog must be easily identified as a service dog, with an ID card, other written documentation, a harness or tags, or the credible verbal assurances of a qualified individual with special needs travelling with the animal. Please note that documentation may only be required if the passenger's verbal assurance is not credible. 

Travelling to/from Svalbard

You need to apply for a permit to travel with your service dog to/from Svalbard. Apply for a permit for your dog to travel to Svalbard.

Travelling to the United Kingdom 

Due to local regulations, we only accept recongised assistance dogs for travel on flights to the UK. In order for your service dog to be considered a recoginsed assistance dog, it must have been specifically trained and certified by an organisation that is a full member of Assistance Dogs International (ADI) or International Guide Dog Federation (IGDF), the accrediting bodies for assistance dog organisations worldwide.  

You must also contact the relevant authorities to ensure that all documentation including vaccination details are correct, and in order to obtain a pre-approval letter. If you cannot produce a pre-approval letter at the time of check-in, your service dog will not be permitted on board the flight. 

Different requirements apply depending on whether you are entering the UK from another EU country, listed non-EU country or another unlisted country. Make sure you follow the regulations that apply to your trip. 

Travelling to Ireland

If you are travelling into or via Ireland from a country outside the EU with a Recognised Assistance Dog, please contact the Animal Health Section of the Department of Agriculture, Food and the Marine (DAFM) by phone at +353-1-6072827 (or by e-mail to pets@agriculture.gov.ie) well in advance of travel. A prior approval permit is required to remove the "manifested freight rule" for the purpose of the Pet Travel Scheme.

If you can’t produce a pre-approval letter at the time of check-in, we’ll unfortunately not be able to allow your service dog on board the flight.

Different requirements apply depending on whether you are entering Ireland from another EU country, listed non-EU country or another unlisted country. Make sure you follow the regulations that apply to your trip. Find out about the requirements to enter the Ireland with a service dog.

At the airport and on board

We'll keep you up-to-date with information and do all we can to make your trip smooth. Let our airport representatives and cabin crew know if there's anything else specific that we can do to help.

  • Please check in with your service dog at our check-in counter at least one hour before departure so we can make sure we can take care of anything you might need.
  • You'll be assigned a suitable seat, and your service dog must lie or sit on the floor in front of you.
  • Your dog must be on duty and easily identified as a service dog (e.g. wearing a vest).
  • Arrive at the boarding gate at least 45 minutes before departure so you've got lots of time to board and get settled.

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Medical conditions

Medical clearance

For everyone's wellbeing, sometimes we'll need confirmation that you're fit to fly with us. We may require a medical certificate if you:

  • have had a recent illness, hospitalisation, injury or surgery
  • have an existing unstable medical condition
  • need additional oxygen or use of medical equipment on board
  • are travelling for medical reasons or treatment
  • are at a late stage of your pregnancy

If you're required to travel with a medical certificate, we recommend that you carry it in your hand baggage, as you may need to show it at check-in or to our cabin crew on board your flight.

Communicable diseases

To avoid spreading illness,  if you have a condition that may affect the health and safety of others you may not be permitted to board our flights.

Examples of such conditions include chickenpox, rubella, measles or similar. If symptoms of a disease are visible at the time of departure, you must provide a medical certificate which states that your condition is not infectious. We retain the right to refuse boarding if you can't produce the necessary documentation.

Allergies

We understand travelling with allergies can be tough we'll do our best to make your flight comfortable.

Pro tip: We recommend you bring your allergy medicine on board and store it in an easy-to-access place in your hand luggage.

Nut allergies

Please inform our cabin crew of your allergy when boarding your flight. They'll make an announcement explaining that products containing nuts will not be sold and should not be consumed.

Please be aware that we cannot guarantee that traces of nuts will not be found in our meals, snacks or anywhere else on the aircraft.

Animal allergies

You can ask at the time of booking that no cats or dogs be booked in the cabin on your flight. Unfortunately you won't be able to make this request if a pet has already been booked on your flight.

Oxygen

If you know you'll need oxygen on board your flight, you must bring your own supply and inform our Contact Centre at least 48 hours before you fly.

  • We may also require you to provide us with a medical certificate to confirm that you're fit to fly.
  • Please let our check-in staff and cabin crew know if you're travelling with oxygen.
  • Each cylinder (including valve and regulator) must not exceed 5kg in total. Cylinders, valves and regulators, where fitted, must be protected from damage.

We provide oxygen on board in emergency situations only.

Medication and medical equipment

You're welcome to bring essential medical items with you on your flight at no extra cost.

Medication

  • We strongly recommend that you pack any necessary medication in your hand baggage (along with your prescription, if relevant) and if possible, in its original packaging.
  • Please keep in mind that our cabin crew cannot administer medication or store your medication in a cool place.

Medical equipment

  • Please inform our Contact Centre before your flight if you require the use of a respirator, ventilator, POC or CPAP machine on board.
  • We may also require you to provide us with a medical certificate to confirm that you're fit to fly.

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Flying pregnant

Up to 4 weeks before due date

You can fly with us up to 4 weeks before your due date without a medical certificate

Between 4 to 2 weeks before due date

Your flight cannot be longer than 4 hours and we require a medical certificate to confirm that you're fit to fly. If you're travelling on a return flight, please make sure the certificate covers you for the whole period. Please keep this certificate available in your hand luggage at all times during your flight/s.

Less than 2 weeks before due date

For you and your baby's safety, you cannot fly with us if it's less than 2 weeks before your due date.

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