Assistance & accessibility

If you booked your flight directly with us you can request assistance during the booking process or in Manage booking. If you booked your flight through a third party you'll need to fill out a request form. Passengers who use wheelchairs have access to three levels of assistance based on their individual needs.

You can compare the different levels of assistance below.

• Assistance in terminal: This service is designed for passengers who can independently navigate steps and move within the cabin but require assistance for moving through the terminal.
• Assistance at steps: This option caters to those who require support with steps and navigating through the terminal, while being able to move independently within the cabin.
• Assistance to seat: Tailored for passengers who regularly use a wheelchair and need assistance both through the terminal and in accessing their seat on board.

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Within the EU trained airport staff assist passengers within the airport. If you require further assistance, please visit the website of the relevant airport for more information regarding their special assistance (e.g.Keflavík Airport).

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Assistance for travelers who use wheelchairs is always provided at no extra charge.

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For a seamless experience, we recommend traveling with a personal care assistant if you need help with:

• Eating or drinking
• Communicating
• Taking medication
• Using the lavatory
• Moving around the cabin

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While a window seat is often assigned for your comfort, feel free to request a different seat if you prefer. It's important to note that for safety reasons, passengers with limited mobility cannot be seated in exit rows, and all passengers must be able to sit in a regular aircraft seat.

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If you're traveling with a mobility aid that needs to be checked in, you can do so free of charge once you've requested assistance. To ensure a smooth process, please fill out a request form with details about your mobility aid, including whether it’s manual or electric, its weight, size, and, if applicable, the battery type and wattage.

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Dry-cell (non-spillable) and lithium battery-operated mobility equipment is accepted on board. Please follow these guidelines when traveling with a battery-operated wheelchair:

• Protect the battery terminals: Ensure the battery terminals are protected from short circuits, such as by being enclosed within a battery container.
• Battery protection: The battery(ies) must be:
• Spare/extra batteries: You may carry one spare lithium-ion battery not exceeding 300 Wh or two spare batteries, each not exceeding 160 Wh.
• Wet-cell (spillable) batteries: Wet-cell battery-operated mobility equipment can only be transported by Icelandair Cargo. Please contact Icelandair Cargo directly to arrange this service.
• Please note: All battery-operated mobility aids must be switched off at the master switch, and the battery removed where possible.

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You can easily bring your canes and crutches on board with you. While walkers can't be taken on board, feel free to use them right up to the aircraft door. Our team members at the gate will be there to assist you if checking it in at the desk isn't convenient for you.

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If you're traveling with a cast, it's a good idea to have a doctor's certificate handy, just in case security needs to take a quick look.

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If your mobility equipment is damaged or delayed on your journey please let us know by filling out a report.

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Below and in the accompanying video you'll find information about the assistance available from check-in to arrival. If you're traveling with multiple airlines, please ensure you've requested assistance with each one to avoid disruptions to your journey.

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For a seamless airport experience, we recommend arriving at least 2 hours before an international flight and 45 minutes before a domestic flight. This extra time helps us provide you with the best possible assistance.

Priority check-in

At Icelandair, we prioritize your comfort. Passengers needing mobility assistance can avail of our priority check-in service. This ensures a smooth and efficient start to your journey.

Assistance to passengers who use wheelchairs

You can choose to use a wheelchair provided by the airport for ease of movement. If you prefer your personal wheelchair or mobility scooter, please ensure it's properly tagged at check-in. You have the flexibility to check it either at the check-in desk or directly at the aircraft door.

Notifying your arrival

If you require mobility assistance but aren't traveling with a personal mobility device, please inform an Icelandair representative at the check-in desk. Alternatively, head to the designated meeting point marked with the Special Assistance symbol. This is crucial to ensure that our team is ready to assist you as soon as you arrive. In Keflavík, you'll find this spot in the departure hall, next to the bag-drop area.

If you've requested mobility assistance but don't require assistance navigating the airport please notify our check-in staff and let them know when and how you want assistance.

Assistance at the airport

Trained airport staff will assist you from when your arrive at the airport to your seat on the aircraft. They're trained to assist with:

• Moving from the airport entrance to the check-in desk.
• Helping with check-in and luggage.
• Guiding through security screening and passport control.
• Assisting with accessing lavatories.
• Providing aid in boarding the aircraft, including the use of wheelchairs or lifts.
• Stowing hand luggage on board.

Please note that airport staff is not equipped to assist you with eating and drinking, handling or administering medication, personal hygiene, using lavatories, shopping in airport restaurants or stores.

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• We recommend arriving at the gate at least 45 minutes before departure for pre-boarding. This extra time helps ensure a smooth boarding process.
• If boarding involves stairs, many airports offer an ambulift service. This unique vehicle connects directly to the aircraft door, providing a seamless transfer for passengers who find stairs challenging.
• Upon boarding, our cabin crew will chat with you to discuss your needs for the flight and any preferences you might have.
• Passengers needing assistance to their seat will be assigned one with movable armrests for easier access.
• While a window seat is often assigned for your comfort, feel free to request a different seat if you prefer. It's important to note that for safety reasons, passengers with limited mobility cannot be seated in exit rows, and all passengers must be able to sit in a regular aircraft seat.

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• All our aircraft are equipped with at least one accessible lavatory, featuring fitted handles for easier movement. Feel free to ask our cabin crew for its location.
• Available on all flights to Europe and North America, a foldable wheelchair can be assembled and maneuvered by our cabin crew. Please note that you should be able to transfer to and from the chair independently or with the help of your personal care assistant. On domestic flights within Iceland and flights to/from Greenland, due to the size of the aircraft, foldable wheelchairs are not available.
• During your flight our cabin crew can assist you in stowing and retrieving your carry-on opening food packaging, moving around the aircraft, assembling and using the onboard wheelchair and moving to and from the lavatory.
• If you need help with activities such as eating, drinking, communicating, taking medication, using the lavatory, or moving around in the cabin, we recommend traveling with a personal care assistant.

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• Before we land, our cabin crew will come by for a quick chat about the assistance you need after landing, including where to disembark from the aircraft.
• If you wish to have your mobility aid at the aircraft door upon landing, please let our cabin crew know during this discussion. Keep in mind that it may take up to 30 minutes to offload and bring your mobility aid to the door.
• For your security and comfort, you'll disembark after the other passengers have left the aircraft.
• In cases where the aircraft uses a stairway to disembark, most airports provide an ambulift service for passengers who are unable to use stairs. This special vehicle connects directly to the aircraft door, where you can board and be comfortably transported to the terminal.
• Please note that if assistance was requested within 48 hours of your flight, there might be a delay in service provision.
• On arrival, airport staff will assist you with retrieving your carry-on, disembarking the aircraft, accessing lavatories, and will assist you from the aircraft, to your connecting flight or through passport control if appropriate, retrieving baggage, passing through customs and from the arrivals hall to your next mode of transportation.

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If you booked your flight directly with us, you can request assistance during the booking process or via Manage booking. If you booked through a third party, please fill out a request form.

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We kindly ask that you inform us if you are deaf, hard of hearing, blind, or have low vision. This helps us ensure you receive important safety briefings and flight updates once on board. When you arrive at the airport, you can discuss your specific needs with our staff and coordinate any assistance you'd like. We're here to make your journey as smooth and comfortable as possible.

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For a seamless experience, we recommend traveling with a personal care assistant if you need help with:

• Eating or drinking
• Communicating
• Taking medication
• Using the lavatory
• Moving around the cabin

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Service dogs - including guide dogs, hearing dogs, diabetic alert dogs, mobility assistance dogs, and autism service dogs - are welcome to accompany you on board free of charge. Learn more on our page about travel and animals.

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Below is information about the assistance available from check-in to arrival. If you're traveling with multiple airlines, please ensure you've requested assistance with each one to avoid disruptions to your journey.

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For a stress-free airport experience, we recommend arriving at least:

• 2 hours before an international flight
• 45 minutes before a domestic flight

This extra time allows us to provide the best possible assistance.

Priority check-in

At Icelandair, we prioritize your comfort. Travelers with impaired sight or hearing can use our priority check-in service for a smoother start to their journey.

Assistance for travelers with sight or hearing impairments

If you've requested assistance, please confirm it with our team at the check-in desk. You can also discuss how and when you’d like to receive assistance. Alternatively, head to the designated meeting point marked with the PRM symbol. In Keflavík Airport, this is located in the departure hall next to the bag-drop area.

Trained airport staff can assist with:

• Moving from the airport entrance to check-in
• Assisting with check-in and luggage
• Guiding through security and passport control
• Accessing lavatories
• Boarding the aircraft
• Stowing hand luggage

Please note that airport staff cannot assist with:

• Eating or drinking
• Handling or administering medication
• Personal hygiene or using lavatories
• Shopping in airport restaurants or stores

Navigating independently

If you prefer to navigate the airport on your own, you can find airport maps on the respective airport websites. A Keflavík Airport map is available in our app.

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We recommend arriving at the gate at least 45 minutes before departure for pre-boarding. This allows extra time for a smooth boarding process.

Once on board, our cabin crew will check in with you to discuss your needs and preferences for the flight.

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• All our aircraft have at least one accessible lavatory equipped with support handles for easier movement. Feel free to ask our crew for its location.
• If you have low vision or blindness, our crew will provide a tactile safety briefing before departure.
• If you have hearing impairment, our safety briefing and in-flight entertainment include English subtitles. Our crew may also communicate via the in-flight entertainment message function if needed.
• Our crew can assist with:
  • Stowing and retrieving your carry-on
  • Opening food packaging
  • Moving around the aircraft
  • Assembling and using the onboard wheelchair
  • Moving to and from the lavatory

If you require help with eating, drinking, communicating, taking medication, or using the lavatory, we recommend traveling with a personal care assistant.

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Before landing, our cabin crew will check in with you about any assistance needed after arrival.

Upon arrival, airport staff can help with:

• Retrieving carry-on luggage
• Disembarking the aircraft
• Accessing lavatories
• Connecting flights or passport control (if applicable)
• Baggage claim and customs
• Exiting the arrivals hall and reaching your next mode of transport

Please note: If assistance was requested within 48 hours of departure, there may be a delay in service.

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We’re committed to making travel as seamless as possible for passengers with hidden disabilities, such as dementia, autism, or dyslexia.

If you’d like discreet support during your journey, you can request a sunflower lanyard at check-in. This signals to airport staff that you may need extra time, patience, or assistance. Sunflower lanyards are available at check-in desks in the departure hall, and no pre-registration is required.

Note that while wearing a lanyard doesn’t provide priority at security, it does offer priority check-in and boarding with Icelandair.

If you need additional assistance beyond what the sunflower lanyard offers, we recommend letting us know when you book or through Manage booking.

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This green lanyard with yellow sunflowers provides a visual cue that a passenger may require additional support. It helps airport staff quickly recognize that an individual might need extra time, space, or assistance while navigating the airport.

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Since its launch in 2016, many airports worldwide have adopted the sunflower symbol as a recognized indicator of hidden disabilities.

Keflavík Airport, our international hub, is part of the sunflower program. This means airport staff are trained to offer additional support for passengers with hidden disabilities.

Please note: Domestic airports in Iceland are not yet part of the sunflower program, but we offer assistance on all domestic routes.

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For a seamless experience, we recommend traveling with a personal care assistant if you need help with:

• Eating or drinking
• Communicating
• Taking medication
• Using the lavatory
• Moving around the cabin

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Below is information about the assistance available from check-in to arrival. If you're traveling with multiple airlines, please ensure you've requested assistance with each one to avoid disruptions to your journey.

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For a smooth start, we recommend arriving at least:

• 2 hours before an international flight
• 45 minutes before a domestic flight

This extra time helps us provide the best possible assistance.

Priority Check-In

Your comfort is our priority. Passengers with hidden disabilities can use our priority check-in service. This is also where you can request a sunflower lanyard, which indicates that you may need additional time or support during your airport experience.

Navigating the Terminal

Please note: While the sunflower lanyard provides priority check-in and boarding with Icelandair, it does not grant priority access at security. However, airport staff are trained to recognize that you may need extra time, patience, and understanding.

If you require assistance from check-in to the gate, this is not automatically included with the sunflower lanyard. However, our service agents are available to discuss and arrange any additional support you may need.

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We recommend arriving at the gate at least 45 minutes before departure for pre-boarding.

For passengers with hidden disabilities, we offer priority boarding to ensure a smooth and stress-free experience.

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All our aircraft have at least one accessible lavatory with support handles for easier movement. If you're unsure of its location, our cabin crew will be happy to assist.

Our crew is here to help, but there are some areas where assistance is not available. This includes:

• Lifting or carrying passengers
• Helping with eating or drinking
• Administering medication
• Assisting with using the lavatory
• Providing personal communication support

If you require assistance in these areas, we recommend traveling with a personal care assistant.

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For a more relaxed exit, passengers with hidden disabilities may choose to disembark after other travelers, allowing for a calmer and less rushed departure.

Upon arrival, airport staff will take over assistance services. If you’re wearing a sunflower lanyard, it will continue to discreetly signal to airport personnel that you may need extra support or time during your airport experience.

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Our goal is to make your journey as smooth and stress-free as possible, regardless of any medical concerns. We partner with MedAire, an international medical assistance provider, to help our crew respond to in-flight medical emergencies.

• Our crew receives extensive first-aid training
• MedAire provides 24/7 access to medical professionals
• Support is available from anywhere in the world

Learn more about our partnership with MedAire

Below, you'll find information about traveling with medical devices, allergies and medication.

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For a seamless experience, we recommend traveling with a personal care assistant if you need help with:

• Eating or drinking
• Communicating
• Taking medication
• Using the lavatory
• Moving around the cabin

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We want to ensure your journey is as smooth and comfortable as possible. If you're traveling with a medical device - such as an oxygen concentrator, CPAP machine, or insulin pump - we’ll do everything we can to accommodate your needs.

To help us prepare, please add your medical device to your booking at least 48 hours before departure.

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POCs are welcome on board. You can bring one POC system in addition to your carry-on allowance.

Here’s what you need to know before you fly:

• Notify us at least 48 hours before departure with your POC make and model. A physician’s note is required for verification.
• If your POC is battery-powered, carry spare lithium batteries (100 Wh to 160 Wh) in your carry-on. Each passenger is allowed up to two batteries within this range.
• Not all Economy seats have electrical outlets. Please prepare for the possibility that your POC cannot be plugged in during the flight.
• For more details on battery restrictions, visit our page about baggage restrictions.

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You're welcome to use your hearing aids on board.

• If your hearing aids have Bluetooth, switch them to flight-safe mode.
• Carry spare batteries in their original packaging in either your carry-on or checked baggage.

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If you require supplemental medical oxygen, Icelandair can provide oxygen bottles with advance notice.

Important Information:

• Notify us at least 2 business days before departure to arrange oxygen supply.
• The amount of oxygen provided is based on the length of your flight to ensure your well-being.
• Service charges apply for medical oxygen.
• Icelandair offers 2L and 4L oxygen bottles to suit different needs.
• Personal oxygen tanks are not permitted on board, except under special circumstances with prior approval.

To arrange oxygen for your flight, please contact us well in advance.

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CPAP machines are welcome on board. Here’s what you need to know:

• One CPAP machine can be brought in addition to your carry-on allowance.
• Notify us at least 2 business days before departure with the make and model of your CPAP machine.
• If battery-powered, keep spare lithium-ion batteries in your carry-on:
  • Batteries under 100 Wh are unrestricted.
  • Batteries between 100 Wh and 160 Wh must be limited to two per passenger.
• Not all Economy seats have electrical outlets. Please prepare accordingly, especially for long-haul flights.

For further details, visit our page about baggage restrictions.

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You're welcome to bring your inhaler on board with no restrictions.

• To avoid any issues at security checkpoints, we recommend carrying a doctor’s certificate confirming your condition.

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If you use an insulin pump, please add this information to your booking at least 48 hours before departure.

• We recommend carrying a doctor’s note stating:
  • The device and medication you're transporting.
  • That the amount of medication is appropriate for your trip.
• This can help ease the security process.

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Nebulizers are welcome on board. You can bring one nebulizer in addition to your carry-on allowance.

• Notify us at least 48 hours before departure with the make and model of your nebulizer. A physician’s note is required for verification.
• If battery-powered, carry spare lithium batteries in your carry-on (100 Wh to 160 Wh, max two batteries per passenger).
• Not all Economy seats have electrical outlets. Please prepare accordingly.

For more details, visit our Baggage restrictions page.

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• You can bring syringes and EpiPens in your carry-on, but we recommend carrying a doctor’s note explaining their necessity in case security requests it.

• Carry only the amount of medication needed for your trip.
• While it’s best to keep all medication in your carry-on, you can store extra syringes in checked baggage.

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• No pre-approval is required for traveling with radio-isotopic cardiac pacemakers or other battery-powered devices.
• Radiopharmaceuticals inside the body as part of medical treatment are also permitted.

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Our cabin crew can make an allergy announcement asking fellow passengers to avoid consuming peanut products. If you require this announcement, please check the box in the additional assistance section when booking your flight or in Manage booking.

If you’re connecting with another airline, please contact them directly to confirm their allergy policy.

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The meals offered on our flights do not contain peanuts or peanut products, such as peanut butter. However, trace elements from peanuts may be found in meals.

Tree nuts (e.g., almonds) may also be found in meals on board, and fish and shellfish are sometimes on offer in Saga Premium. Unfortunately, it‘s not possible to remove tree nuts, fish, or shellfish from the cabin.

In the case of severe peanut allergy, our cabin crew can make an allergy announcement on board asking other passengers on the flight not to consume foods that contain peanuts. If you require special assistance on board because of your peanut allergy, please check the box in the additional assistance section when booking your flight or in Manage booking.

We do, however, wish to stress that Icelandair can in no way restrict other passengers from bringing or consuming their own food on the aircraft, and this may contain peanuts or other allergens. For that reason, it’s possible to find traces of peanuts on seat cushions, armrests, tray tables, or elsewhere in the cabin.

Furthermore, Icelandair cannot confirm allergy policies for other aircraft as it relates to connecting flights. Please contact the airlines directly carrying out the other parts of your journey to confirm their allergy policy.

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We recommend carrying your medication in your carry-on when traveling. Below, you’ll find important information to help ensure a smooth journey with your medication.

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We recommend carrying medication in your carry-on.

• While we encourage adherence to carry-on size limits, exceptions may be made on a case-by-case basis with a doctor’s certificate.
• Carry a doctor’s note listing your medications.
• Refrigeration is not available on board, but we can provide ice if needed.

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• Medically necessary liquids, such as insulin pens, are allowed on board.
• A doctor’s certificate is recommended in case you're asked to verify the medication.
• If refrigeration is needed, bring a cold bag or cooling pack (subject to security approval).