Wheelchair and mobility assistance

 


It’s easy to let us know online about the level of wheelchair assistance you need.

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

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 and Singapore 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.

Hearing impaired passengers

 


We’re committed to making our flights accessible for everyone.

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.

Vision impairment

 


We’re here to make your flight straightforward and stress-free.

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.

Service dogs are welcome

Your service dog can travel on most of our flights.

Travelling with a service dog

 


Service dogs are always very welcome on board our flights.

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.

Sometimes you’ll need to call our Contact Centre to book:

  • when you’re travelling to/from the UK, U.S., Svalbard, Thailand and Singapore
  • when you’re travelling on connecting flights (service dogs are not accepted on connecting flights via the UK)

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

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

In order for your service dog to be permitted on a flight to the UK, your dog must be a recognised assistance dog.

You must  contact the Animal Reception Centre (ARC) at least 48 hours prior to departure, by telephone +44(0)1293 555580 or email office@animalaircare.co.uk to check that all documentation, including vaccination details is correct. ARC will then provide you with a pre-approval letter.

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. Find out more information about ARC.

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. Find out about the requirements to enter the UK with a service dog.

Travelling to Ireland

Make sure you follow the requirements for travelling to Ireland with a service dog.

Emotional support dogs

Emotional support or psychiatric service dogs are accepted on direct flights to/from the U.S. only. 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.

Police and rescue dogs

Police and rescue dogs are accepted in the cabin on flights between Schengen countries only (Svalbard is not a part of Schengen).

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 30 minutes before departure so you’ve got lots of time to board and get settled.

Safety assistant

 


Most passengers can fly independently with us, but in some cases a safety assistant may be needed to provide help in an emergency and to comply with safety regulations.

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.

Seating on board

 


Even if you’re a frequent traveller, it’s nice to know what you can expect on board our flights.

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.

Passengers with medical conditions

 


We want your travel experience to be safe and comfortable, so please make sure you’ve taken care of our requirements well before you fly.

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.

Flying while pregnant

We welcome mums-to-be on our flights! For you and your baby’s safety, you may need a medical certificate to fly with us at some stages of your pregnancy.

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.

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 advised, that despite taking the above precautions, we cannot guarantee that traces of nuts will not be found on board.

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.

Concerns and claims for passengers with special needs


We’re always keen to hear your thoughts or help if things haven’t gone to plan.

Share your concerns

We recommend that you contact us through our online contact forms. This will help us direct you to the right department.

If you experience difficulties using this form, you can also contact us by email norwegian.mailhq@norwegian.com. Please make sure your email has the following subject field: Customer feedback – passengers with special needs.

Claims for assistive devices

Please inform our airport representatives immediately if your mobility aid or any equipment relating to your disability is damaged on your flight. They’ll create a report, which you’ll need if you make a claim.

We comply with the Montreal Convention limits for any damaged or missing equipment, but it’s always a good idea to make sure your equipment is also covered by travel insurance.

Passengers travelling to/from U.S

The United States Department of Transportation’s (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to all our flights to and from the US. We comply with all regulations contained in US DOT 14 CFR Part 382.

The following information may help if you have a complaint or concern regarding discrimination, accommodations or services in relation to your rights as a passenger with a disability.

Ask for a Complaint Resolution Official (CRO)

If you have any problems while travelling with us, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO).

Our CROs are specially trained in awareness and sensitivity, as well as in all the applicable regulations and legislation, and will be happy to answer your questions and assist you in solving your disability related concerns.

Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel

Recent amendments to 14 CFR Part 382 introduced by the U.S DOT’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 U.S.

Copies of U.S DOT 14 CFR Part 382 can be obtained in the following ways:

Ask at the Airport

A full copy of this ruling is available on request at our airports servicing the US.

By 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)
  • (+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).

Online

You can access the full text of the U.S DOT regulation 14 CFR 382 online.

By post

Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.

Children travelling alone

 


Flying alone doesn’t need to be scary – we’ll make your young explorer’s travel experience a positive and secure one.

Travelling as an unaccompanied minor

Rest easy, we’ll take great care of your children while they’re flying on our Unaccompanied Minor Service.

  • We’ll help your child board and get settled on the aircraft.
  • They’ll be introduced to the cabin crew who’ll look after them on the flight (they’re a really friendly bunch!).
  • We’ll make sure they’re delivered to the right person at their destination.

Who can fly as an unaccompanied minor

  • You can book your child as an unaccompanied minor if they’re between 5 to 15 years of age.
  • If your child is under 5 years, then unfortunately they’re too young to travel as an unaccompanied minor.
  • If they’re over 15, then they’ll have to travel as an adult.

5 to 11 years – mandatory

It’s mandatory for children aged 5 to 11 years to travel as an unaccompanied minor if they’re travelling alone or without an adult (16 years or over).

12 to 15 years – optional

It’s optional for children aged 12 to 15 years travelling alone to use our Unaccompanied Minor Service. If you choose not to book them on this service, they will travel independently. We do advise that they bring documentation stating who will pick them up at the destination airport, the accommodation for their stay and contact information for parents/legal guardian.

Where they can fly

You can book your child as an unaccompanied minor on most of our flights.

Exceptions

We don’t offer our Unaccompanied Minor Service to or from Bosnia, Bulgaria, the Caribbean (Guadeloupe, Martinique and St. Croix), Israel, Kosovo, Morocco, Serbia, Singapore, Thailand, Turkey, United Arab Emirates and the U.S.

Other conditions

  • If it looks like there’s the possibility of their flight landing at another airport due to bad weather, or other extraordinary circumstances, we will not allow unaccompanied minors to travel on the flight.
  • We do not allow unaccompanied minors to travel on connecting flights.
  • Children flying alone cannot travel with pets (either in the cabin or the cargo hold).

Call us to make a booking

You need to call our Contact Centre to make a booking for an unaccompanied minor, at least 48 hours before departure.

There’s a small charge to use our Unaccompanied Minor Service, to cover the details of making sure your child is well looked after throughout their entire trip.


  • Unaccompanied Minor Service

    30 GBP per child, each way

Now you know what to do, call our Contact Centre to make your booking.

Preparing to travel

We have strict rules in place to ensure the safety of your child during each part of their journey.

  • You’ll need to name a ‘Sender’ (who will check in your child) and a ‘Receiver’ (who will collect your child) when making the booking for our Unaccompanied Minor Service.
  • The Sender and Receiver must show valid photographic ID, and their details must match those in the booking.
  • The Sender must remain at the airport until the child boards their flight and the aircraft has taken off.

  • Complete the necessary paperwork

    Download our unaccompanied minor form and present this to our airport representatives when your child is checking in. To avoid delays, make sure you complete the entire form.

Check in at least 1 hour before departure

Please make sure you check your child in (at the check-in counter) at least one hour before departure, so that we’ve got enough time to help them board and get them settled on the aircraft.

Travelling with pets

 


Planning a trip with your four-legged friend? Your cat or dog is very welcome on many of our flights.

Pets in the cargo hold

Cost to transport your pet in the cargo: 38 – 55 GBP (online)  47 – 66 GBP (airport), per animal, each way.

Cats and dogs can travel in the cargo hold on the following flights:

  • Flights between Schengen countries
  • Flights to/from Svalbard (dogs only)

Up to two pets can travel in the same crate if they’re well acquainted. They must be at least 8 weeks old and be of a similar size (maximum weight: 14 kg per animal).

If your pets don’t meet these requirements, they must be transported in separate cages or kennels.

Connecting flights – only in Norway

Cats and dogs can travel in the cargo hold on connecting flights within Norway (excluding to/from Svalbard) via Oslo Gardermoen, Bergen Flesland and Trondheim Værnes.

Your transfer time between flights must be longer than 1 hour and shorter than 2 hours.

Pets in the cabin

Cost to transport your pet in the cabin: 38 – 55 GBP (online)  47 – 66 GBP (airport), per animal, each way.

Small cats or dogs can travel in the cabin on domestic flights in Norway (Svalbard excluded), Sweden, Denmark, Finland and Spain.

We accept up to two pets in the cabin per flight (up to three very small puppies or kittens travelling in the same container may be booked as one animal). They must be at least 8 weeks old to be able to travel.

Getting ready to fly

Kennels and crates

Make sure your pet is comfy and secure in its kennel, and that it meets the requirements needed to fly.

In the cargo hold

Your pet must be able to stand up, turn round and lay in a natural position when it’s in its container.

  • The container must be no bigger than 120 x 81 x 84cm (L x W x H).
  • It must be clearly marked with your name and mobile phone number.
  • It must be clean, in good condition, and be made be of a solid material that is fully waterproof. However, weld mesh containers are not allowed.
  • You must remove or fasten any wheels.
  • You must secure the kennel door with zip ties/cable ties.

In the cabin

We recommend using a ‘Sherpa Bag’ made of flexible materials when travelling with a pet in the cabin (available at most pet stores). We also accept other carriers, but they must always meet these requirements:

  • The container must not be bigger than 43 x 31 x 20 cm, or, if soft, should compress down to fit these dimensions.
  • The container and pet/s must not exceed 8 kg in total gross weight.

Travel conditions

Air travel can be noisy, and temperatures in the cargo hold can vary depending on the weather. To ensure a positive experience for your pet, please make sure it’s fit to travel in these conditions.

Be aware that extremely cold weather may cause periodic restrictions on your pet travelling to and from certain destinations.

Ask your vet

The comfort and safety of your furry friend is one of our top priorities. Please check with your vet that your cat or dog is fit to fly, keeping in mind that there isn’t a vet available at the airport or during the flight.

Is your cat or dog snub-nosed? Snub-nosed animals, such as Bulldogs, Boxers, Pekingese or Persian cats, 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 pet before you travel.

Paperwork for your pet

We want your whole trip to go as smoothly as possible – before you fly, please make sure your cat or dog has all the necessary paperwork for air travel, including vaccination documents.

Apply for a permit to travel with your dog to/from Svalbard

If you’d like to bring your dog to or from Svalbard you need to apply for a permit from the Norwegian Food Safety Authority.

Apply for a permit for your dog to travel to Svalbard.

Check in at least one hour before departure

Make sure you’re at the airport nice and early. You need to have completed check-in at least one hour before departure if you’re travelling with your pet.

Give us a ring 24/7

Prefer to speak to us? We’re always here to listen.

 +44 (0)330 828 0854

  • The Caribbean +1-844-278-8667
  • Denmark +45 70 80 78 80
  • Finland +358 (0)9 231 01 600
  • Germany +49 (0) 32 22 10 93 498
  • Norway 815 21 815
  • Spain +34 902 848 080
  • Sweden +46 (0)770 45 77 00
  • Thailand +66 (0)6000 35 180
  • USA 1-800-357-4159
  • Other countries +47 2149 00 15

You can also contact our Special Assistance Team with any concerns of claims you may have by email.

Norwegian Air Shuttle Special Assistance

Norwegian Air Shuttle Special Assistance
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