Wheelchair and mobility assistance

Types of assistance

We provide passengers with reduced mobility services in accordance with the categories recognized by IATA. It might be helpful, when booking your flight, if you are already aware of what level of service you need:

• I need a wheelchair to move between the aircraft and terminal but I’m capable of ascending and descending steps and I can move about in the aircraft cabin (WCHR).
• I need a wheelchair to move the distance between the aircraft and terminal and I’m unable to ascend or descend steps. I can move about in the aircraft cabin (WCHS).
• I require a wheelchair to/from the aircraft, I’m unable to ascend or descend steps and I need assistance in getting to and from the cabin seat (WCHC).

Please note: You must travel with a personal care assistant if you require assistance with any of the following: eating, drinking, communicating, taking medication, using the lavatory or getting up from your seat.

How to request mobility assistance

Our mobility assistance service is completely free of charge. Our priority is to make your flight as comfortable and convenient as possible. 

There are many ways to request mobility assistance: 

• Select the type of assistance you need during the flight booking process. 
• Fill out a request form on our website as soon as you have booked your flight(s). If you are traveling with your own wheelchair or mobility aid, please provide us with information about the type (manual or electric), weight, size, battery type and wattage.
• Contact our service center or log in to My Journey.

We recommend that passengers book mobility assistance services at least 48 hours before their scheduled departure time.

Mobility aid size and battery restrictions

There are some restrictions concerning what can be brought on board.

Mobility aid dimensions

The aircraft specifications place limitations on the maximum dimensions of the mobility aid (i.e. wheelchair, mobility scooter, etc.) that can be brought on board. These are listed below, categorized by what aircraft you are flying on.

Battery restrictions

Dry-cell (non-spillable) and lithium battery operated mobility equipment is accepted on board the aircraft. There are some limitations:

• Lithium batteries may not exceed 300Wh.
• For a device with two batteries, each battery must not exceed 160Wh.

Wet-cell (spillable) battery-operated mobility equipment can only be transported by Icelandair Cargo. Please contact Icelandair Cargo directly to arrange this service.

Please note: all battery-operated mobility aids must be switched off at the master switch and the battery removed where possible.

Walkers, sticks, crutches and casts

Sticks and crutches can be carried on board the aircraft, and walkers can be checked in either at the main check-in desk or at the gate. Passengers who are traveling with a cast should carry a doctor's certificate, in case it is required at security.

Arriving at the airport

To ensure the best possible service, please turn up at the airport with ample time before your flight. As a guide, arrive at least 2 hours before your scheduled departure for an international flight and 45 minutes before a domestic flight.

Please note that we offer priority boarding and check-in for all passengers requiring mobility assistance.

Getting checked in

Traveling with your own wheelchair or mobility scooter

• If you are able to, we recommend that you use the wheelchairs provided at the airport.
• If you need to use your own wheelchair or mobility scooter, you should proceed to the check-in desk at the airport to get it properly tagged ahead of your flight. You can also check in your mobility aid at the boarding gate.
• You can choose to check-in online, at the airport or at the boarding gate.

Traveling with a wheelchair provided at the airport

• If you require mobility assistance but are not traveling with your own wheelchair or mobility scooter, please notify an Icelandair representative at the check-in desk or go to the designated meeting point (marked with the Special Assistance symbol) at least 2 hours before scheduled departure.
• In Keflavík, that spot is in the departure hall, next to the bag-drop area.

Please note: in the EU, it is the airport's responsibility to offer assistance within the airport. If you require further assistance, please visit the website of the relevant airport for more information regarding their special assistance (e.g. Keflavík Airport).

Preparing for boarding

Please make sure to be at the gate at least 45 minutes prior to departure to pre-board the aircraft. Once inside, our cabin crew will give you an update on the flight ahead.

In some cases, our aircraft will be parked at some distance away from the terminal. If that is the case, we will make arrangements with the airport operator for those passengers who require assistance with stairs.

Seating on board

• All passengers must be able to sit in a regular aircraft seat.
• Due to security protocols, those who require mobility assistance cannot be seated in an exit row and are generally assigned a window seat.
• Passengers who require WCHC mobility assistance will be assigned a seat which has moveable armrests.

During your flight, our cabin crew members can help you:

• Open food packaging
• Move around the aircraft
• Get on board and/or disembark the aircraft
• Assemble and use the onboard wheelchair
• Move to and from the lavatory
• Stow and/or retrieve carry-on items

Unfortunately, our cabin crew cannot assist you with:

• Lifting and/or carrying passengers
• Eating and/or drinking
• Taking medication
• Using the lavatory
• Getting up and communicating

You need to be accompanied by a personal care assistant if you require assistance with any of the above.

Additional information

Toilets: there is at least one toilet on board every aircraft that is accessible, with fitted handles to make it easier to move around. Please ask our cabin crew to direct you once you are onboard.

Foldable wheelchair: there is a foldable wheelchair on board all flights to Europe or North America. Our cabin crew will assemble it and move it around the cabin, but passengers must be able to move in and out of the chair themselves or with the help of a personal care assistant. Unfortunately, due to the aircraft size, a foldable wheelchair is not available on flights within Iceland and to/from Greenland.

• Before landing, our cabin crew will confirm what services you need and let you know where to disembark the aircraft.
• If you need assistance disembarking from the aircraft, please note that this will happen after the other passengers have disembarked.
• Your wheelchair or mobility scooter will be waiting for you either at the aircraft door or in the airport arrivals hall. Wheelchair assistance will be provided for all passengers who need it. If applicable, you will be escorted to collect your mobility aid in the arrivals hall.