Primera Air

 

Special Assistance

If you need any special assistance, please contact us at info@primeraair.com with “special assistance needed” in the subject field of your email.

Blind Passengers with Guide Dogs

Blind passengers may be accompanied by a guide dog in the cabin, provided that the dog is properly harnessed and muzzled.

The dog is not permitted to occupy a seat and must not block the aisle. Where necessary, permits must be obtained for entry into the country of transit and/or destination.

Primera Air is not responsible, if a guide dog is refused entry or passage through any country.

Wheelchair Service

This service is provided for passengers who have difficulties in moving to, from or within the aircraft.

Please inform your travel agent if wheelchair assistance is needed, and specify whether you are travelling with your own wheelchair and whether it is electric.

Extra Oxygen

Primera Air’s policy on the carriage and provision of oxygen is as follows:

  • Passengers are not permitted to carry their own supply of oxygen onboard.
  • Primera Air is unable to supply oxygen for passengers with known requirements.
  • Emergency oxygen onboard is carried for unpremeditated use and is not for passengers with known requirements.

Portable Oxygen Concentrators

Portable air concentrators (POC) do not contain oxygen as such; they only concentrate the oxygen in the surrounding area. Thus they should not be confused with oxygen bottles/cylinders! Under the European regulations, POCs do not have to be approved to be carried and used on-board. As POCs contain batteries, they fall under the definition of portable electronic devices (PEDs).

Use of portable oxygen concentrators is permitted in flight. In accordance with European regulations, medical equipment necessary to support physiological functions (i.e. POCs) does not need to be switched off during any phases of the flight.

During movement on the ground, take-off and landing, the unit must be:

  • Stowed as hand luggage in accordance with the applicable rules and procedures, or
  • Should the user require the unit to be operated during the above phases of flight, the unit must be stowed in such a way that it does not restrict any passenger’s access to, or use of, any emergency exit or regular exit or the aisle(s) in the passenger compartment

The following restriction applies to flights departing in or arriving to the USA: the device must be approved by the FAA and listed on the following website https://www.faa.gov/about/initiatives/cabin_safety/portable_oxygen/

Children and Infants

At Primera Air, we do everything we can to make your child’s travelling experience as safe and comfortable as possible.

Baggage allowance per infant is 10 kg.

If you travel without a child seat, your infant will receive a special infant seat belt to be used in conjunction with your own seat belt.

Please note that Primera Air is not able to provide child seats.

You may bring on board an approved child seat, provided that there are free seats on the flight in question. You may also want to consider ensuring a seat for your child by purchasing the child fare.

If you’re travelling with children, remember to bring everything they’ll need for the journey, like nappies, baby food, etc.

Child seats must meet one of the following standards:

  • Child Restraint Devices (CRDs) approved for use in aircraft by any Joint Aviation Authorities (JAA) organisation, the Federal Aviation Administration (FAA) or Transport Canada (on the basis of a national technical standard) and marked accordingly.
  • CRDs approved for use in motor vehicles according to UN standard ECE R 44, -03 or later series of amendments.
  • CRDs approved for use in motor vehicles and aircraft according to Canadian CMVSS 213/213.1.
  • CRDs approved for use in motor vehicles and aircraft according to US FMVSS No. 213, and which were manufactured to these standards on or after February 26, 1985. US-approved CRDs manufactured after this date must bear the following: “THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLE SAFETY STANDARDS” and “THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT”.
  • CRDs that qualify for use in aircraft according to the German “Qualification Procedure for Child Restraint Systems for Use in Aircraft” (TÜV/958-01/2001).

Children Travelling Alone

Special rules apply to children travelling alone. Children travelling alone between the ages of 5 and 11 (up to the 12th birthday) are considered Unaccompanied Minors (UMs). Children under that age can only be accepted for travel if they are accompanied by an adult passenger or a special escort provided by Primera Air.

Primera Air can accept Unaccompanied Minors (5–11) given the following conditions:

  • An additional service charge. Please see our Table of Fees for more information. Only one fee is charged if two or more unaccompanied minors are traveling together.
  • A maximum of 4 Unaccompanied Minors can be carried on each flight.

Travel Guidelines:

  • Unaccompanied Minors must be checked-in by an adult guardian, who must provide photo identification and contact information, as well as evidence of the relationship to the child. On arrival at the destination, the Primera Air ground agent will only release the child to the guardian specified in the child’s reservation documents once the guardian’s photo identification and contact information have been checked.
  • Travel documents for the Unaccompanied Minor concerned are placed in a special Primera Air wallet, which is to be clearly visible on the child.

Cabin Crew Service for UMs

UMs are escorted on board by ground-handling personnel, who must also be in possession of the required documentation. The Senior Cabin Crew Member (SCCM) in charge accepts the UM, signs the relevant company form, and keeps one copy.

The SCCM nominates a crew member to be in charge of monitoring the UM in-flight and assisting them upon arrival at the final destination.

Pregnancy

Women 36 weeks pregnant or later are not allowed to fly. If a woman appears to be 36 weeks pregnant or later and is unable to prove otherwise through a medical certificate, she will not be accepted for travel.

Women may travel without a medical certificate up to their 28th week of pregnancy. Between week 28 and 36, they may travel with a medical certificate valid for the whole period of travel both for the outbound and inbound flight, but no longer than week 36. Women with multiple pregnancies may not travel after week 32.
Please keep your certificate in your hand luggage.

The medical certificate should contain the following information:

  • Confirmation of normal pregnancy
  • Estimated date of delivery
  • Validity period of medical certificate
  • Other health concerns, if present, that may preclude air travel
  • The medical certificate must be in English
  • The medical certificate must be dated within 10 days of your scheduled departure.

Traveling with Pets

There are two methods of animal carriage on Primera Air flights:

  • pets carried in the passenger cabin in an approved container
  • pets carried in the cargo compartment

Animals carried as cabin baggage have to meet the following requirements:

  • Pet shall be either a dog or a cat
  • Pet shall be odorless
  • Pet should preferably be carried in a container not exceeding the maximum size of 40 x 25 x 23 cm
  • Pet shall not exceed 10 kg including cage
  • Passenger travelling with pet container may carry only one container and cannot bring “normal” cabin baggage in addition
  • Carriage of pet in cabin according to this approval must not cause discomfort to other passengers or result in extra cleaning of cabin
  • If deemed necessary, the airport staff or the crew may order removal of the pet from the cabin and have it loaded in the cargo hold

Animals which cannot be carried in the cargo compartment of the aircraft will not be allowed to fly.

Animals travelling in cargo have to meet the following requirements:

  • The animal shall be carried in a container which meets the specifications of the “IATA Live Animals Regulations”

Note: Pets are normally subject to strict import controls by authorities. These may include documentation requirements and prior quarantine arrangements. Passenger is solely responsible for obtaining relevant information from proper authorities and following applicable requirements.

 Assistance Animals

Whenever possible, and where acceptable to the passenger, assistance animals should be checked in in a suitable travelling container for transportation in the hold. The container must meet the specifications of the “IATA Live Animals Regulations”. The animal may, however, travel in the cabin at the feet of the passenger in question.

Assistance animals are:

  • Guide dogs
  • Hearing dogs
  • Dogs trained to assist physically impaired people in their daily life

Two assistance animals may be allowed on the same flight, provided there are no other pets in the cabin. When an assistance animal is taken into the cabin, it is excluded from weight limitations and container requirements.

Contact

If you need assistance, please contact us.

Customer Service:

Scandinavia and Finland: +45 32820540

Mon–Thu: 09:00–18:00
Friday: 09:00–17:30

Iceland: +354 5276000

Mon–Thu: 07:00–16:00
Friday: 07:00–15:30

 

Dear Passengers, our call center is located in Copenhagen. If you cannot reach us by phone, please send us an email to info@primeraair.com with your contact information and we will contact you within 24 hours.

Please, note our call center is closed during weekends and public holidays.

 

Primera Air Special Assistance

Primera Air Special Assistance
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