Special needs

Please inform us at least 48 hours before departure, or as early as possible, if you need disability assistance for your journey with WOW air. If you make your booking after this time, we will do our best to assist you. 

On this page you can find information about our services. Please be sure to pay careful attention to our booking terms and conditions as well as any requirements.

Booking and check-in requirements

Booking

To add a special service request to your booking, please contact WOW air at least 48 hours before departure by calling:

Or use our live chat in the bottom right-hand corner of the page (during GMT office hours).

NOTE: Special needs requests cannot be made via email. 

We never charge a booking fee when adding special services.

Check-in

Passengers with special needs must check in 1 hour before departure at the very latest. This is to make sure that we can properly handle any medical equipment or mobility aids and to allow us enough time to provide you with the optimal level of service..

Requirements for traveling without an attendant/companion

The majority of WOW air passengers with reduced mobility can travel without a companion. However, some passengers are required to travel with a companion if it is deemed essential for the safety of the aircraft and all passengers onboard, including passengers with special needs and requirements.

 
In order for a passenger with reduced mobility to travel independently, he or she must be able to perform the following safety tasks without assistance:

  • Unfasten seat belt
  • Retrieve and fit life vest
  • Reach an emergency exit unaided
  • Fit an oxygen mask
  • Understand safety instructions given by the cabin crew (either verbally or visually)

Companion

The companion must be at least 16 years old and must be able to provide the aforementioned assistance during the flight. Each companion cannot assist more than one passenger and must purchase a regular adult fare.

PLEASE NOTE: Members of our crew cannot lift you or assist you in the restroom, or with medication. They are able to assist in simple meal preparations, but they cannot feed you.

Mobility and wheelchair assistance

Passengers with reduced mobility traveling to and from the US can bring an unlimited amount of mobility aids free of charge, as long as it's for the passenger's personal use only.

Passengers with reduced mobility traveling to/from other countries than the US, can bring up to two wheelchairs or mobility aids.

It may not always be possible to bring the wheelchair you are traveling with to the boarding gate. In all such instances we will provide you with a temporary wheelchair at the airport.

Use the following information to determine what type of assistance you should request.

  • WCHS – Wheelchair (steps): Assistance for passengers that cannot ascend/descend steps but are able to move to/from the aircraft door to their seat onboard. Wheelchair/assistance is required through the terminal, to/from the aircraft door and up/down steps.
  • WCHR – Wheelchair (ramp): Assistance for passengers that can ascend/descend steps and are able to move to/from the aircraft to their seat onboard, but may have difficulty walking long distances. Wheelchair assistance is required through the terminal and to/from the aircraft.
  • WCHC – Wheelchair (seat): Assistance for passengers that require a wheelchair through the terminal and to/from their seat on the aircraft. A companion may be necessary.  

Electric Wheelchair

We accept electric wheelchairs. Please call the WOW air Customer Service Center for more information. To make sure that we have the ability to safely load your wheelchair onto the aircraft, you must provide the following information:

  • wheelchair/mobility aid type
  • number of batteries installed
  • type of battery
  • tare (unladen) weight
  • dimensions (i.e. length x width x height)
  • instructions for preventing inadvertent operation (see below)

To give you plenty of time to board, please arrive at your departure gate early.

You can be the first to board the aircraft if you want to. We will make a pre-boarding announcement at the departure gate.

You will be able to take your electric wheelchair to the boarding gate, if airport facilities permit.

Onboard wheelchair for persons with reduced mobility (PRM) 

All WOW air aircrafts that operate to/from the US are equipped with a foldable wheelchair onboard to assist with moving the passenger between their seat and the restroom. The passenger must be able to move in and out of their wheelchair unassisted or with the assistance of their travel attendants/companion. Cabin crew are not able to lift the passenger or assist passengers in the restroom. This wheelchair is not an emergency equipment and cannot be used during evacuation.

NOTE: WOW air does not accept stretchers.

Seating and support harness

WOW air will make all reasonable efforts to accommodate your seating request. Safety issues may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit near, or adjacent to an emergency exit. 

Special seat / support harness

All passengers over 2 years of age must sit upright and be securely strapped in their own seat. 

A supportive body splint may be used during the flight. WOW air does not provide special seating equipment or support harnesses. If required, passengers must bring such apparatuses when traveling. 

Vision and hearing impairments

Passengers with vision and hearing impairments should request assistance at the time of booking to make sure assistance will be provided. 

NOTE: A companion may be necessary for passengers who are both blind and deaf.

Service dogs

Service dogs are accepted on WOW air flights (to/from USA and VIA flights) at no extra charge. Service dogs or service dogs in training for passengers with special needs are accepted on all WOW air flights. Emotional support dogs will be accepted provided the passenger can show confirmation that the dog is a certified service animal.

The service dog is permitted to travel with the passenger in the cabin and must lie or sit on the floor in front of its owner. The dog must be on duty and be easily identified as a service dog (e.g. vest).

We recommend all passengers traveling with a service dog to check-in at least 1 hour before departure.

NOTE: WOW air is not responsible for verifying that an animal has the necessary documentation, including vaccination documents, prior to travel through, to or from any country. It is the responsibility of the person that has paid for the pet's transportation to pay any fines, costs or any other expenses incurred as a result of insufficient documentation being provided.

Booking a service dog

Service dogs must be booked via our Customer Service Center at least 48 hours prior to departure. Service dogs are not accepted on connecting flights via the UK. 

A passenger may be accompanied by a service dog in the cabin provided that the dog is properly harnessed and muzzled. The dog is not permitted to occupy a seat and must not block the aisle.

Please note: Many countries require a mandatory quarantine of pets upon entry. It is the responsibility of the passenger to determine the requirements of the country being entered. Please contact the embassy of your destination to determine if travel with your pet is permitted before you book your pet.

United Kingdom/Ireland:  

Different regulations apply depending on whether you are entering the UK and Ireland from another EU country, listed non-EU country or another unlisted country. Passengers must follow the applicable regulations according to their route of travel as outlined by UK authorities and Irish authorities.   

Allergies

Nut allergy

We advise passengers with a nut allergy to inform our cabin crew when boarding. The cabin crew will make an announcement advising the other passengers onboard 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 onboard. 

Medication

If you require medication for your allergy, this must be brought onboard as we do not carry such supplies. Please be aware that our cabin crew is unable to administer such medication.

Medical conditions and medical equipment

Oxygen

If you are aware that you require oxygen onboard your flight please contact our Customer Service Center. 

NOTE: WOW air has oxygen onboard for emergency situations only. 

Portable Oxygen Concentrator (POC) systems

WOW air allows the following systems onboard:

  • AirSep LifeStyle
  • AirSep Focus
  • AirSep Freestyle 5
  • Delphi RS-00400
  • DeVilbiss Healthcare Inc. iGO
  • Inogen One
  • Inogen One G2
  • Inogen One G3
  • Inova Labs LifeChoice Activox
  • International Biophysics Corporation Lifechoice / Inova Labs LifeChoice
  • Invacare SOLO2
  • Invacare XPO2
  • Oxlife Independence Oxygen Concentrator
  • Precision Medical EasyPulse
  • Respironics EverGo
  • Respironics SimplyGo
  • SeQual Eclipse
  • SeQual Saros

The following conditions apply to passengers using POC systems:

  1. The passenger must be capable of hearing the unit's alarms, seeing the alarm light indicators, and have the cognitive ability to take the appropriate action in response to the various caution and warning alarms and alarm light indicators, or be traveling with someone who is capable of performing those functions;
  2. The user must ensure that the POC is free of oil, grease or other petroleum products and is in good condition and free from damage or other signs of excessive wear or abuse;
  3. Passenger must notify WOW air of intent to bring a POC onboard. Passenger must also notify WOW air at check-in for the flight and notify cabin crew at time of boarding and must allow the crew of the aircraft to review the contents of the physician's statement. The passenger must have a written statement, to be kept in that person's possession, signed by a licensed physician that:
    1. states whether the user of the device has the physical and cognitive ability to see, hear, and understand the device's aural and visual cautions and warnings and is able, without assistance, to take the appropriate action in response to those cautions and warnings;
    2. states whether or not oxygen use is medically necessary for all or a portion of the duration of the trip;
    3. specifies the maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operating conditions.
  4. Only lotions or salves that are oxygen approved may be used by persons using the portable oxygen concentrator device;
  5. The passenger, whose physician statement specifies the duration of oxygen use, must obtain from WOW air, or by other means, the duration of the planned flight. The passenger must carry on the flight a sufficient number of batteries to power the device for the duration of the oxygen use specified in the user's physician statement, including a conservative estimate of any unanticipated delays; and
  6. The passenger must ensure that all POC batteries carried onboard the aircraft in carry-on baggage are protected from short circuit and are packaged in a manner that protects them from physical damage. Batteries protected from short circuit include:
    1. those designed with recessed battery terminals;
    2. those packaged so that the battery terminals do not contact metal objects (including the battery terminals of other batteries). When a battery-powered oxygen concentrator is carried onboard aircraft as carry-on baggage and is not intended to be used during the flight, the battery must be removed and packaged separately unless the concentrator contains at least two effective protective features to prevent accidental operation during transport.
CPAP, POC, ventilator, respirator

Passengers who require the use of a respirator, ventilator, POC or CPAP machine onboard, must make this request via our Customer Service Center.

Medical conditions

If you have a medical condition, we recommend that you inform our cabin crew onboard your flight. Our cabin crew is unable to administer medication or keep your medication cool.

If you are traveling with medication we recommend to pack it in your hand baggage and if possible in its original packaging.

Infectious diseases

Passengers with infectious diseases are not permitted to travel onboard our flights if we determine that such passenger poses a direct threat to the health and safety of other passengers. Examples of infectious diseases are chickenpox, rubella, measles or similar. If symptoms of a disease are visible at the time of departure, a medical certificate must be provided. WOW air retains the right to refuse passengers who cannot provide the necessary documentation.

Regulations and safety guidelines

Information for passengers traveling to/from USA

For all flights to/from a US destination, WOW air complies with all regulations contained in US DOT 14 CFR Part 382. The United States Department of Transportation's (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to WOW air flights operating to and from the US. The following information may be of assistance if you have a complaint or concern regarding discrimination, accommodations or services in respect of a passenger with a disability.

Complaint Resolution Official (CRO)

If you encounter problems during your flight with WOW air, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO). Our CRO's are specially trained in awareness and sensitivity as well as in all the applicable regulations and legislation. They will be happy to answer your questions.

US DOT 14 CFR Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel

Recent amendments to 14 CFR Part 382 introduced by the United States Department of Transportation'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 United States. You can access a copy of US DOT 14 CFR Part 382 via:

  • Airport: A full copy of this ruling is available on request at our airports servicing the US.
  • 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  1-800-778-4838  (voice) or (+1) 1-800-455-9880  1-800-455-9880 (TTY).
  • TTY: By telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220  (+1) 202-366-2220 (voice) or (+1) 202-366-0511  (+1) 202-366-0511 (TTY).
  • Website: on the Aviation Consumer Protection Division's web site - www.dot.gov/airconsumer
  • Post: By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
Airport authority responsibility within the EU

It's the responsibility of airport operators within the EU to assist anyone with a disability during their time at the airport. Airlines must provide airport operators with advance information so the appropriate service can be offered. In order for us to pass your request to them in time, please contact us at least 48 hours in advance.