Pingdom Check

Traveling with Reduced Mobility

We do our best to assist all our passengers so they can have a safe and comfortable journey.

Before you travel

If you need special assistance on your journey due to limited mobility, we are happy to help. We provide our passengers with reduced mobility services in accordance with the categories recognized by IATA:

  • WCHR (Ramp) – The passenger requires a wheelchair to move the distance between the aircraft and terminal. The passenger is, however, able to ascend/descend steps and move about in the aircraft cabin.
  • WCHS (Steps) – The passenger requires a wheelchair to move the distance between the aircraft and terminal and is unable to ascend/descend steps. The passenger is, however, able to move about in the aircraft cabin.
  • WCHC (Seat) – The passenger is completely immobile. He/she requires a wheelchair to/from the aircraft, must be carried up/down steps and to/from the cabin seat.

Seating

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 are provided a seat with moveable armrests, free of charge. All passengers must be able to sit in a regular aircraft seat.

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.

Request Mobility Assistance

To request mobility assistance, please contact our service center as soon as you have booked your flight/s or at least 48 hours before departure. Mobility assistance can also be requested under Manage booking.

At the airport

To ensure the best possible service, please arrive at the airport least 2 hours before your scheduled departure.

Check-In

  • Traveling with your own wheelchair
    If you are able to, we recommend that you use the wheelchairs provided at the airport. If you need to use your own wheelchair, we advise you to check-in at the airport desk rather than online, in order to get your wheelchair properly tagged. However, you can also go to the gate using your own wheelchair and check it in there.
  • Traveling with a wheelchair provided at the airport
    If you require mobility assistance but are not traveling with your own wheelchair, please go to the designated area marked with the Special Assistance symbol, at least 2 hours before scheduled departure. In Keflavik, that spot is in the departure hall, next to the bag-drop area.

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 aircrafts will be parked at some distance away from the terminal. If that is the case, we will arrange for step-free access with the airport operator if you have trouble using stairs.

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 (ex. Keflavík Airport).

During your flight

All our aircrafts have a foldable wheelchair onboard to assist in moving to and from the lavatories. Our cabin crew will assemble it and move it around in the cabin, but they do not lift passengers in or out of the chair. Passengers must be able to do that themselves or with the help of a personal care assistant.

We will provide you with the best service we can, but this is what 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.

There is at least 1 toilet per aircraft that is accessible with fitted handles to make it easier to move around. Please ask our cabin crew which toilet is accessible once on your flight.

After your flight

If you need assistance disembarking from the aircraft, please note that this will happen after other passengers have left, so that there be more space and time to assist you. Once the aircraft has been parked at the gate, it will usually take around 15 minutes for other passengers to disembark the plane. You will be provided with any requested assistance for your ongoing journey at your destination.

  • Do you have any questions or feedback?
    Our agents are always happy to hear from you. Please contact our service center for more information regarding special assistance.