Icelandair understands that everyone needs & deserves to witness a pleasant trip. If you require any assistance due to reduced mobility, the Icelandair Wheelchair Assistance team supports you with care at every step. To get a hassle-free journey filled with ease, you must inform the airline about your specific needs in advance.
To help you prepare for your trip, here’s a detailed overview highlighting what to expect at each stage of your travel. Also, you’ll find information about the types of help available, how to request it, & any limitations regarding the size & type of your mobility aid.
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Wheelchair & Mobility Assistance by Icelandair
Icelandair makes sure that every passenger experiences comfortable & hassle-free travel. Inform the crew if you require mobility assistance at the airport or onboard the flight. Telling the crew will allow them to provide you with the best possible support throughout your trip. For ease, we’ve prepared a detailed guide outlining what to expect at each step of your journey. With some planning and accurate information, you can relax & look forward to a smooth & enjoyable flight.
Special Assistance Before The Departure
This airline offers various mobility assistance options to passengers with reduced mobility, following international guidelines set by IATA. To get the best services & support from Icelandair, you must consider your needs & level of service you require before booking your flight. Passengers must know that if the can’t meet your mobility requirements, cancelling your flight will be the best option for you. The services are mentioned below:
- Wheelchair Assistance for Boarding– They can provide a wheelchair to help you get between the aircraft & the terminal if you can walk on the airplane itself (WCHR).
- Full Wheelchair Assistance– The airline also offers wheelchair assistance for both boarding & within the cabin for those who require help with steps (WCHS).
- Complete Assistance– This service includes wheelchair assistance & help to get to & from your seat within the airplane (WCHC).
Note– If you require help with daily activities like eating, taking medication, or using the restroom, please travel with a personal care assistant.
How To Request Mobility Assistance?
This airline gives the best facilities to passengers that let them witness comfortable & convenient travel. Passengers with mobility limitations can ask for Icelandair assistance with getting around. Follow the steps as per the method below:
During Booking (While Selecting Your Flight)
To request mobility assistance while booking the flight, follow the instructions below:
- While booking a flight, look for the “Mobility Assistance” section.
- This section will offer a drop-down menu or a list of options.
- The passenger will have to select the type of assistance needed, such as:
- Wheelchair assistance at the airport onboard the flight
- Assistance with transferring to & from the aircraft seat.
- Guidance through the airport terminal.
- Stowing and retrieving your mobility device.
Request Wheelchair Assistance Via Online Request Form (After Booking Your Flight)
Passengers can request Icelandair special assistance for a wheelchair soon after they have made their flight reservation. All you have to do is stick to the steps below:
- Visit the Icelandair official website & go to the “Support” section.
- Then click on “Contact Us/Claims”.
- Find the option “Support Request Form” and click on it.
- Fill out the online form with the following details:
- Type of assistance needed.
- Contact Information
- Booking Details
- Attachment(s)
- Once done with the details, do the reCaptcha test & then click on the “Send” button.
Requesting Icelandair Wheelchair assistance through a Phone Call
You can call the airline directly as well. The phone number should be readily available on the Icelandair website. To get their contact number, follow these steps:
- Go to the official website.
- Click on “Support” and then “Contact us/claims.”
- Now, head to the “Call us” option.
- Find the region you are from, and you will get the designated number to contact.
Getting Wheelchair Assistance At The Airport
For a stress-free airport experience, Icelandair recommends arriving well before your flight departure. Knowing when to arrive at the airport is crucial. Coming earlier allows ample time to check in, clear security, & find the terminal comfortably, especially if you require assistance.
- International Flights– Allow at least 2 hours before your scheduled departure time. It provides ample time for check-in, security screening, and navigating the airport terminal with any necessary assistance.
- Domestic Flights– Aim for at least 45 minutes before your domestic flight’s departure. It will ensure a smoother check-in process and you reach your gate on time.
Priority Check-In and Boarding
Icelandair prioritizes the comfort & well-being of all passengers. Those who require mobility assistance are offered dedicated priority lanes for both check-in & boarding. It helps minimize waiting times & ensures a more relaxed transition to your flight.
Traveling with Your Own Mobility Device
If you prefer the comfort of your own wheelchair or mobility scooter, Icelandair can accommodate you. Here’s what you need to know:
- Consider using the wheelchairs readily available throughout the airport for your convenience. These can be a good option if your device is bulky or inconvenient to travel with.
- If you prefer to bring your wheelchair or scooter, proceed directly to the check-in counter upon arrival at the airport. A staff member will assist you with adequately tagging your device for the flight. You can also check it out at the boarding gate if that’s more convenient.
- This airline offers multiple check-in options to suit your needs. You can check in online from the comfort of your home 24 hours before your flight. You can also utilize the self-service kiosks at the airport or check-in directly with a representative at the check-in counter.
Traveling with an Airport-Provided Wheelchair
If you require a wheelchair but aren’t bringing your own, notify Icelandair staff at the check-in counter upon arrival. Then, proceed to the meeting point within the airport terminal. You can easily find the meeting point. It will have a “Special Assistance” symbol to help you recognize it quickly.
- At Keflavík International Airport, the designated meeting point for requesting mobility assistance is in the departure hall.
- To ensure sufficient time for assistance arrangements, Icelandair recommends arriving at the airport at least 2 hours before your flight.
- Within the European Union, airports are responsible for offering mobility assistance within their terminals.
Mobility Assistance During Boarding Flight
Icelandair recommends arriving at your departure gate at least 45 minutes before your scheduled flight time to ensure a smooth pre-boarding process. Reaching before will allow ample time for last-minute preparations & ensure you board the aircraft comfortably.
- Once onboard, the cabin crew will provide you with an update on your flight. It will also include details on the estimated flight time, destination weather, & any other relevant information.
- Sometimes, your aircraft may be parked remotely from the main terminal building. If this occurs, the airline will work closely with the airport operator to arrange assistance for passengers requiring mobility assistance navigating stairs to board the aircraft.
Seating on Board
All Icelandair passengers must be able to comfortably sit in a standard aircraft seat for the duration of the flight.
- Due to strict safety regulations, passengers who require mobility assistance cannot be seated in an emergency exit row.
- This airline usually assigns window seats to passengers requiring mobility assistance for optimal safety & to ensure easy access for the crew.
- Passengers who require assistance transferring to & from the aircraft seat using a WCHC (Wilford Hall Complex) lift will be allocated seats with moveable armrests.
In-Flight Assistance
Their friendly & attentive cabin crew members are happy to assist you with a variety of needs during your flight:
- Opening Food Packaging– Struggling to unlock your in-flight meal? The cabin crew will be happy to assist you with opening food packaging.
- Cabin Movement– If you need help finding the cabin aisle, the crew can assist you with moving around the aircraft comfortably.
- Boarding and Disembarking– Icelandair crew members are available to provide support during the boarding and disembarking of the aircraft.
- Onboard Wheelchair– If you require the onboard wheelchair, the crew will be happy to assemble it and assist you with moving around the cabin.
- Lavatory Access– Requiring help getting to & from the lavatory? The cabin crew can offer this Icelandair special assistance as needed.
- Carry-On Luggage– You do not have to struggle with your carry-on luggage. The crew will assist you with stowing & retrieving your carry-on items in the overhead compartments.
After The Arrival
Before landing, the Icelandair cabin crew will confirm the specific services you’ll require upon arrival. They’ll also inform you of the designated disembarkation point for passengers needing assistance. The crew will wait to help you off the plane until everyone else arrives. It is to make sure you disembark safely and comfortably.
Collecting Your Mobility Device
Your wheelchair or mobility scooter will be readily available upon disembarkation. In most cases, it will be waiting directly at the aircraft door.
- Need your wheelchair when you land? The staff will get you there. If your wheelchair is in the waiting area for pickup, their staff will take you to get it.
- Wheelchair assistance is available for all passengers who require it upon arrival.
Important Considerations
While Icelandair tries to provide the best assistance onboard, there are some limitations:
- Due to safety regulations, cabin crew cannot lift or carry passengers.
- The crew cannot assist with eating, drinking, taking medication, using the lavatory alone, or getting up and communicating.
- If you require assistance with any of these activities, it’s essential to be accompanied by a personal care assistant for the duration of your flight.
Additional Information
Each Icelandair aircraft features at least one accessible lavatory with grab bars for more effortless movement. Please inquire with the cabin crew for directions upon boarding. On flights to Europe or North America, a foldable wheelchair is available onboard.
The cabin crew can assemble & move this wheelchair within the cabin. However, passengers must be able to transfer themselves into and out of the chair or have a personal care assistant for assistance. Due to size constraints, foldable wheelchairs are unavailable on flights within Iceland or to/from Greenland.
Mobility Aid Size and Battery Restrictions
To ensure a safe boarding process for all passengers, Icelandair has limitations on the size & type of mobility aids allowed onboard. Here’s a breakdown of these restrictions:
Mobility Aid Dimensions
The size of your mobility aid (wheelchair, scooter, etc.) must fit within the specific dimensions allowed for the aircraft you’re flying on. Find your aircraft type below to see the maximum dimensions:
- Boeing 757– 114 cm x 140 cm (45 inches x 55 inches)
- Boeing 767- 340 cm x 175 cm (134 inches x 69 inches)
- Boeing 737 MAX 8– 84 cm x 122 cm (33 inches x 48 inches)
- De Havilland Dash 8-200- 152 cm x 127 cm (60 inches x 50 inches)
- De Havilland Dash 8-400- 150 cm x 130 cm (59 inches x 51 inches)
Battery Restrictions
For electric mobility aids, this airline follows specific regulations regarding battery type & power.
- Dry-cell (non-spillable) batteries are generally permitted.
- Lithium batteries must not exceed 300 Wh (Watt hours).
- If you have two batteries for your mobility aid, the individual capacity of each battery cannot be more than 160 Wh.
Carrying Assistive Devices
Here’s what you need to know about bringing walkers, sticks, crutches, and casts onboard your Icelandair flight:
- Walkers -You have two options for checking in your walker:
- Take it to the main check-in desk when you arrive at the airport.
- Bring it with you to the gate for check-in just before boarding.
- Sticks & Crutches- Bring your sticks & crutches directly onto the aircraft. There’s no need to check them in separately.
- Casts- Carrying a doctor’s certificate is a wise precaution if traveling with a cast. While unlikely, security personnel may request to see this documentation.
Frequently Asked Questions (FAQs)
Yes, Icelandair offers wheelchair assistance to passengers with disabilities. The airline staff will help you with boarding, leaving the aircraft, navigating the airport, etc.
Travelers can request wheelchair assistance from the airline when booking a flight. It can be either online or by phone. You can also ask at the airport check-in counter.
When requesting wheelchair assistance, the passenger must provide information about specific needs. The needs can be the type of assistance you require & whether you have your wheelchair.
No, Icelandair does not charge for wheelchair assistance.
It is best to request wheelchair assistance as early as possible, ideally when you book your flight.
If you asked for help earlier, the Icelandair team will meet you and help you check in, go through security, and get on the plane.
You can ask a flight attendant for help using the airplane bathroom. Their planes have bathrooms that are easy for everyone to get into.
Icelandair staff will help you get off the plane and get where you need to go, like baggage claim or your next flight.
The airline is responsible for any damage to your wheelchair during the flight. They will try to fix it or get you a new one.
You can find more information about how Icelandair helps people with disabilities on their website or by calling customer service.
Passengers can usually bring their wheelchair on the plane. Just inform the airline when you book your flight so they can make arrangements to check it in.
