We do our best to assist all our passengers so they can have a safe and comfortable journey.
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:
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.
To ensure the best possible service, please arrive at the airport least 2 hours before your scheduled departure.
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).
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:
You need to be accompanied by a personal care assistant if you require assistance with any of the above.
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.