Customer service plan

Traveling to/from USA

The WOW air ehf. U.S. Customer Service Plan (the „Plan“) applies only to our scheduled flights that depart from or arrive at a U.S. airport. We have established this Plan to comply with the U.S. Department of Transportation „Customer Service Plan” regulations (14 CFR Part 259.5).

This Plan is explicitly separate from and not a part of WOW air's Conditions of Carriage.

Lowest fare available

We are committed to offering our passengers the lowest available fares for their specific flights. When our customers contact us to inquire about a fare or make a reservation through our website or by calling our call center, we will disclose that the lowest fare offered by WOW air may be available elsewhere if that is the case. 

Delays, cancellations and diversions

Flight delays and disruptions are sometimes unavoidable in aviation, but fortunately they rarely occur. In the event of a delay, cancellation or diversion that lasts 30 minutes or more, we will notify our passengers within 30 minutes after becoming aware of the disruption. Flight status information will be provided via flight information found in the check-in computer system and from the operations control center. Flight display systems will also be updated provided that we have control over such displays or can provide the information to the party who controls the display. 

We encourage you to provide us with a mobile phone number and email address so that we can send email and text updates to you during your journey.

Baggage delivery

In the event that your baggage does not arrive on your flight to or from the U.S., we will make every reasonable effort to ensure that your baggage is promptly delivered within 24 hours. We will reimburse costs in accordance with the provisions outlined in the Montreal Convention, and will refund any baggage fees charged if the bag is lost. 

WOW air advises all customers to place identification on the inside and the outside of all checked baggage. This enables our agents to contact passengers who have not claimed their checked baggage. Customers must submit written notice of delayed baggage before you leave the airport.

More information regarding delayed or damaged luggage.

Canceling reservations

If you choose to cancel a booking for a flight to or from the U.S. within 24 hours of purchase, WOW air will provide a full refund, provided that your booking was made on wowair.us and at least one week prior to travel.

Please note that a request for a cancellation within 24 hours will result in a refund within 3-7 business days if paid by credit card and within 20 days if cash payment. 

Refunds

Refunds due will be promptly issued to the credit card used at the time of booking within 3-7 business days after receiving full documentation of a refund request. Cash payments will be reimbursed within 20 business days after receiving full documentation of a refund request. Fees charged for optional services that were unavailable or not provided due to an overselling situation or flight cancellation will be refunded to the passenger. 

Refunds are only possible if the fare rules of the ticket purchased allow a refund and/or if your booking included cancellation protection that meets the relevant conditions.

Accommodating passengers with disabilities

Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at U.S. airports, in accordance with 14 CFR Part 382 of the U.S. Department of Transportation's regulations and our general conditions of carriage. 

More information regarding special assistance when traveling

Lengthy delays on the tarmac

In the event of a lengthy tarmac delay at a U.S. airport, we will act in accordance with our U.S. Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.

Overbooking

In instances where flights are oversold, we will handle all „bumped“ passengers with fairness and consistency in accordance with 14 CFR Part 250 of the U.S. Department of Transportation's regulations and our policies and procedures for determining boarding priority. Our procedures are firstly seeking volunteers to give up their seats and by offering affected passengers compensation and a seat on the next available WOW air flight, as well as meals and accommodation where necessary.

Other travel policies

Our travel policies, including our cancellation policy and aircraft seating configuration, including lavatory availability, are available on www.wowair.us and via our call center. 

Changes in travel itineraries 

In the event of change in itinerary, we will provide prompt notification of any changes made via the telephone number or e-mail address provided at the time of booking. If the booking was made through an agency, we will notify the agency through which the tickets were purchased. 

Customer relations

The Customer Service Department is available to address any concerns or feedback received. Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. The Customer Service Department can be contacted via our website, or by e-mail wow@wow.is.

All complaints should include the following information:

  • Ticket number/confirmation code
  • Full mailing address
  • Flight number, city pair and date of travel
  • Traveler(s) name

Assistance in the event of cancellation or delay

While we will always strive to ensure that all of our flights depart according to schedule, unfortunately due to the nature of the aviation industry, it is possible that delays may occur from time to time. In the event of a cancellation or delay, we will do our utmost to rebook passengers on our next available flight to their destination and provide other accommodations to mitigate passenger inconveniences. Any compensation or associated costs incurred will be reimbursed in accordance with Regulation (EC) 261/2004 and our U.S. Contract of Carriage