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Frequently Asked Questions

Accessibility and special assistance information

Special assistanceUS Air Carrier Access Actseating

We provide special assistance to passengers with disabilities or reduced mobility. Assistance is delivered by airport service providers, and we work with them to ensure your needs are communicated in advance for a smoother journey.

Medical clearance may be required if you have a recent illness, injury, surgery, or hospitalization, an unstable or contagious medical condition, a condition that may be affected by flying, require medical equipment or oxygen onboard, are traveling for medical treatment, or are in late pregnancy (after 28 weeks).

For more information, please refer to our Medical conditions and recent medical incidents page.

We recommend requesting special assistance at the time of booking. If you need to add or update a request, please contact us via our chatbot at least 48 hours before departure.

Seating for passengers with reduced mobility

Passengers with a disability or reduced mobility may request seating assistance free of charge. We aim to accommodate seating needs where possible, including proximity to accessible facilities or support with mobility equipment, subject to safety requirements and availability.

Most economy seats have moveable armrests, except those in emergency exit and bulkhead rows. Premium cabin seats have fixed side panels and do not include moveable armrests.

To request seating assistance, please contact us at least 48 hours before departure via our chatbot or by email support@flynorse.com.

Regulatory contact information (U.S. Department of Transportation)

Discrimination on the basis of disability in air travel is prohibited under Part 382 of the U.S. Air Carrier Access Act (ACAA). This applies to all carriers operating flights to and from the United States.

For passengers traveling to or from the United States, information regarding the Air Carrier Access Act (ACAA) can be obtained from the U.S. Department of Transportation:

  • Toll-Free Hotline (voice): 1-800-778-4838
  • TTY: 1-800-455-9880
  • Aviation Consumer Protection Division (voice): 202-366-2220
  • TTY: 202-366-0511
  • Mail: Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, Washington, DC 20590
  • Website: http://airconsumer.ost.dot.gov