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Special Assistance

You can add special assistance at the airport and baggage allowance for medical devices/assistant devices when you book your flight or add it to your booking via your MyPLAY account. We simply ask that you do so at least 48 hours before your flight.

Please note that it is in your best interest to book this service in good time before your flight to prevent delays to the service.

You are allowed to bring up to 2 mobility aids or wheelchairs on your flight, for personal use only.

Please note that medical devices that are essential to you during the flight do ​not count ​towards your total cabin baggage allowance and are ​free of charge.

If you require assistance at the airport you can specify what kind of assistance you may require when you add it to your booking.

For more information about what description best fits you and what kind of assistance you will require please click here.

Traveling with a service dog

We do not transport any animals on our flights, with the exception of registered service dogs. The dog needs to be an official Registered Assistant Dog (RAD) and recognized by one of the following authorities:

·      Assistance Dog InternationalLink opens in a new tab

·      The International Guide Dog Federation

Registered Assistance/Service Dogs must be booked via our Service Team through specialassistance@flyplay at least 48 hours before departure.

While we will do everything we can to ease your travels, keep in mind that international travel with animals is always a bit more complicated. Iceland, for example, has a strict 14-day quarantine rule in place regarding the transportation of dogs into Iceland while stricter rules about traveling with service/support animals to the United States have recently been implemented.

Please note that it is the passenger's responsibility to obtain correct documentation for the dog's entry into the destination country and to read up on any rules and regulations that might apply in their destination country regarding travel with animals.

Further information about traveling with animals can be found here.

Traveling with a safety assistant

A disabled passenger may travel alone if he/she is able to perform the following tasks without any 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)
  • Daily routine (eat, drink, go to the toilet, etc.)

Neither the cabin crew nor the PRM services (Passengers with Reduced Mobility Services) at the airport provide services with daily tasks. 

Assistance is provided in the terminal area and to the aircraft seat if required, but not inside a bathroom or with any other daily routine related items.

If a disabled passenger CANNOT perform these tasks by themselves and without assistance, they are required to travel with a safety assistant.

Cabin Crew:

  • Cannot lift or assist passengers in the restroom, or with medication.
  • Can assist with simple meal preparations, but they cannot feed passengers.

Requirements for the assistant:

  • The assistant must be at least 16 years old and must be able to provide the aforementioned assistance during the flight.
  • Each assistant cannot assist more than one passenger. 

For more information about special assistance please click here.

Lavatories on board

There are 2 lavatories at the aft of the aircraft and 1 at the front.

Moveable armrests

All seats have a moveable armrest except rows 4,12 and 13 (emergency exit and front row seats)

Department of Transportation Contact Information


Toll-free hotline for air travelers with disabilities
1-800-778-4838 (voice)
1-800-455-9880 (TTY)

Aviation Consumer Protection Division

202-366-2220 (voice)
202-366-0511 (TTY)


Office of Aviation Consumer Protection
U.S. Dept. of Transportation
1200 New Jersey Ave., SE
Washington, D.C. 20590


Aviation Consumer Protection Division opens in a new tab