Dear WOW air traveller. This page will provide you with helpful answers to frequently asked questions about our flights and services. If your answer is not below, send us your question to wowair@wow.is  or contact us at the WOW air call centre (+354) 590 3000. We always try to answer quickly and we do so with a smile.

• Booking
• At the airport and checking in
• Luggage
• On board
• Payment
• Cancellations
• Changing bookings
• Children and pregnant guests
• Pets
• Disabilities
• Gift vouchers

Booking

The WOW air booking process can be split into four stages:

First stage

On the WOW air homepage, choose where and when to fly and how many people are in the group. Then click on ‘Find Flights’.

The prices for flights on the chosen dates will appear, as well as for the previous and subsequent flights. It is important to carefully check that the selected departure and arrival dates will be suitable for the planned trip. Prices shown include taxes.

Select suitable flights and then click ‘Passengers’.

Second stage

Enter all requested information about guests and take special care to enter names exactly as they are written in passports, and double check all other information.

If you discover you have chosen the wrong destination or dates, simply click on ‘Back to Departures’ to correct.

The ‘Passengers’ page is also where you can select certain extra services for a reasonable price. For example, it is possible to pre-select specific seats for 6 EUR / 5 GBP / 45 DKK, and to purchase cancellation insurance (Full price list available here).

This is also the place to register any special needs or requests, such as if an escort is required for a child travelling alone, if pets will be travelling, if any guests have limited mobility, need a wheelchair, are blind and/or deaf. A link to conditions of passage and passenger rights can be found by clicking this link here.

When satisfied with all entered details, press ‘Continue to Payment’.

Third stage

Check over information entered and ensure that the price shown is as expected. A 6 EUR / 5 GBP /41 DKK booking fee is applied at this stage.

Online payments can only be made with credit cards and pre-paid cards (but not American Express). To pay with cash or debit card it is necessary to contact WOW air customer services. A transaction fee of 1.8% will be applied.

When paying by credit card, type in card details and click on ‘Pay Now’. Permission is then sought from the credit card provider, which can take up to one minute. Once confirmation is received, the flights are booked.

Fourth stage

After payment a confirmation of booking appears on screen, which is also the flight ticket for the trip. The confirmation is also sent to the registered email address. The confirmation contains a booking number and it is sufficient for travel to write down the number and take it to the airport, instead of printing it. WOW air recommends, however, that the confirmation is printed out and presented at check-in.

If you need more information don’t hesitate to get in touch with us. We love the chance to chat and assist. But if that’s all, then we just say: Have a great trip, dear WOW guests!

Did your confirmation email never turn up? Is it possible it ended up in your junk email folder?

 

At the airport and checking in

How do I check myself in for the flight?

Check-in desks for all WOW air flights at all our airports open at least two hours before departure and close 45 minutes before departure. If guests arrive after this time they will, unfortunately, not be able to board the plane. WOW air recommends guests arrive at the airport in good time to avoid queues and unexpected incidents. It is best to have a print-out of the booking confirmation at check-in, but it is not essential. The booking number and valid passport are essential. The booking confirmation is sent by email immediately after booking and it is also possible to have it sent by text message. The check-in agent will provide you with a shiny new boarding pass, which you then need to give up as you board the plane.

I need to catch a connecting flight. How long do I need to wait at the airport?

When you book a connecting flight, whether with WOW air or another company, we recommend you leave at least three hours between the first flight’s scheduled landing and the second flight’s take-off time. Two hours is an absolute minimum. Also bear in mind that when you continue with – or start your journey with – a flight on another airline, you always need to collect your luggage, go through Customs, often passport control too, and check yourself in again.

You should carefully check the other airline’s check-in time and terms & conditions. We cannot accept responsibility for flights with other companies than WOW air, and we cannot guarantee our planes will land on time for you to catch your connecting flight.

 

Luggage

What luggage can I take with me?

Only hand luggage (one piece with maximum weight 8 kg) is included in the standard ticket price. It is possible to include checked-in hold luggage with a significant discount at the time of booking. It is also possible to book luggage allowance online up to 24 hours before departure. With less than 24 hours before departure luggage must be booked by telephone; or hold luggage can also be registered and paid for during check-in at the airport. Please note, however, that it is significantly cheaper to book it in advance.

Booking online

Bag #	ISK	EUR	DKK	GBP
1st	2900	18	136	15
2nd	4900	29	223	24
3rd	9900	58	450	48
4th	9900	58	450	48
5th	9900	58	450	48

 

 

Booking luggage at the airport

Bag #	ISK	EUR	DKK	GBP
1st	4495	26	204	22
2nd	7595	45	345	37
3rd	15345	90	698	75
4th	15345	90	698	75
5th	15345	90	698	75

 

Checked-in bags can weigh up to 20kg. Overweight bags are charged at 8 EUR / 7 GBP / 64 DKK per kg over the standard 20kg limit.

Luggage allowance may not be spread across fewer bags, i.e. three people travelling together may not check in two 30kg bags.

Overweight charges apply over 20kg on each checked in bag. Bags over 32kg cannot be checked in at all.

How much can I take with me as hand luggage?

Each guest can take one bag with them as hand luggage, up to a maximum of 56x45x25cm and max. 8 kg. In addition to this, guests may board the plane with a duty free shopping bag. Hand luggage liquid restrictions apply (see below).

 

How do I purchase a luggage reservation online?

Click on 'Change Booking' and sign in using your booking number and PIN (which you can see on your original booking confirmation email).

Next click on the 'Change PAX' button at the top of the page. That is where you can make a luggage reservation. When done, click on 'Continue to Payment' to finish up.

PLEASE NOTE: luggage allowance is non-refundable after booking even if you do not check in any luggage for the flight.
 

How much does it cost to take special equipment aboard?

Sports equipment and other special luggage, such as golf clubs, skis and bicycles cost 25 EUR / 22 GPB / 181 DKK per individual flight if passenger’s luggage allowance (one bag) is already used. Further questions about luggage will be answered by our service agents: tel 01183 218384 from the UK (click here for internatioal numbers), or wowair@wow.is.

Bicycles

The carriage of bicycles cost 25 EUR / 22 GPB / 181 DKK per flight and must be packed carefully with handlebars and pedals flat against the frame, or completely removed. It is also a good idea to let air out of the tyres.

Please note that WOW air only accepts limited liability for the transportation of cycling equipment. Guests are therefore encouraged to purchase travel insurance before departure.

Car seats, prams and buggies for small children

Carriage of car seats, prams and buggies for children younger than two years is not charged extra, but must be declared as special requirements at the time of booking. Other luggage carried for young children is charged at the standard rate for extra bags.

Car seats may only be carried in the cabin if there is a spare seat available; but the child may not remain in the car seat during take-off and landing unless it is marked “Airplane Approved”. If there is no room for the car seat in the cabin it will be taken as hold luggage at the check-in desk or boarding gate.

PLEASE NOTE: Car seats and pushchairs are chargeable as extra luggage for children aged 2-11 years.

Luggage services - delayed, lost or damaged luggage
If you need information due to baggage which has been delayed, not arrived, or been delayed in transit, click here.

Oh no! Did you forget something on board?

If you forget your hand luggage or other valuables on board with us, it is quickest to contact the Icelandic police’s lost property service at Keflavík International Airport, by calling (+354) 420 1808, or emailing lostandfound@dc.is

What’s the deal with this ban on liquids in hand luggage?

Since 2006 there have been strict limits at airports on liquids in hand luggage, because of the danger posed by explosives in liquid form.

Containers (bottles, tubes, etc) of liquids, creams, pastes, etc must not contain more than 100ml each and must be placed in re-sealable one litre clear plastic bags. Please note that items including shaving foam, nail polish, hairspray and toothpaste are all classified as liquids. 

Exceptions can be made for baby food and special dietary requirements (upon presentation of a doctor’s certificate) and passengers may likewise carry enough prescription medicine, with pharmacy name labels, to last their trip. Note that the strict rules on liquid apply only to hand luggage and not to hold luggage.

What is the best way to pack and label luggage?

To ensure safe passage of luggage under normal handling conditions it is important to select a suitcase, or similar travel bag, which is designed to withstand the rigours of standard airport handling. 

With this in mind it is not recommended to pack sensitive or fragile items in hold luggage, because it is never possible to guarantee that luggage will not get misplaced or damaged en route.

WOW air cannot accept responsibility for the safe passage of valuable, fragile or sensitive items in checked-in luggage.

Examples of such items include the following:

- Travel documents, business documents, contracts, bonds, personal ID, passports, medical documents, medical certificates, and other sensitive data/documents

- Money, bonds, jewellery, antiques, precious metals and other high value items

- Fragile items

- Medicine

- Electronics (i.e. laptop computers, cameras)

- Foods

-Containers or bottles of liquid which could break and cause damage to other items in the bag/suitcase

It is important to remove old labels from travel bags to avoid misunderstandings. Each bag should be marked with the name, destination address, telephone number and email of each guest.

Correct packing of oversize/unusual luggage:
Prams, buggies, infants' car seats, skiing equipment, golf equipment, wheelchairs, bicycles, fishing equipment, diving equipment, waterskiing equipment, snowboards, hoverboards, surfboards, weapons, guns, ammo, musical instruments and sensitive artworks are not considered "normal" luggage. WOW air recommends the above items (and similar) are packed to avoid all posible damage en route, as WOW air can accept absolutely no liability for incorrectly packed items. We recommend that customers with oversize/unusual luggage  purchase extra travel insurance. Passengers are responsible for their own belongings being suitably packed for travel, so that items will not be damaged during the trip. 

Which items are prohibited on board?

The following items may not fly with WOW air – both in the cabin and also in the luggage hold:

- Flammable items, lighters, oil, paint, paint thinner and flares/torches

- Volatile materials, such as lighter gas and other types of gas

- Bleach and other irritants

- Poisons, such as arsenic, weed killer and insecticide

- Corrosives, such as battery acid, etc.

- Radioactive materials

- Firearms (see exceptions below)

- Explosives, fireworks, detonators, etc

- Compressed gas cylinders, camping stoves, and other equipment containing pressurised gas

- Oxygen cylinders (see exceptions below)

- Materials and equipment with strong magnetic fields 

- Equipment containing mercury may only be transported in checked-in luggage

Is my luggage directly checked in to my final destination?

Please note that WOW air is not directly affiliated with any other airline. Your luggage is therefore not checked in to any subsequent flight, and you must collect in and then check you and your luggage in for your onward flight and go through passport control and security again. The same story is true if you are connecting onto WOW air and take your first flight with a different airline. That airline will not be able to check your luggage in with WOW air direct to Iceland; you must do so yourself.

WOW air is not liable for any costs or other disputes due to luggage on connecting flights. Passengers must pay close attention themselves to check-in times and terms and conditions of other airlines. Neither WOW air nor Avion Express bear any responsibility at all towards flights made by any other airline than WOW air and we cannot guarantee you will arrive on time for connecting flights with different companies.

Is it permissible to travel with guns and related equipment for sporting purposes?

Guests may travel with guns and ammunition for hunting and sports, but only in checked-in luggage and under certain strict conditions.

Guests must be able to produce their gun licence and all other official documentation required at the destination at check-in, if asked.

• Guns must be unloaded and in an unusable condition while the are on board WOW air planes.
• If it is also necessary to travel with ammunition, it must be transported in a suitable container which protects it from knocks and crushing, such as a wooden, metal or hard plastic case. The case must be marked with the name of the owner and a description of its contents. The maximum amount of ammunition allowed is 5 kg.
• Guns and ammunition may only be carried in the plane's luggage hold.

If the above conditions are not fully met, WOW air reserves the right to refuse to transport guns and ammunition.

It is permitted to travel with weapons considered antiques or heritage items: guns, swords, knives, etc; but only in checked-in luggage and under certain strict conditions.

 

Can I travel with my sports stuff, like a golf set, hang glider, skis and the like?

Yes. Though there is a predefined charge for the transit of items like golf sets, skis, surfboards, hang gliders and other bulky sporting equipment.  

Please note that WOW air transports cycling equipment with only limited liability and we therefore encourage our guests to purchase travel insurance before their trip. The allowed weight of such items is up to 18kg. You can, as before, travel with check-in luggage in accordance with the standard allowance. If extra paid-for check-in items weigh more than 32kg overweight rules apply. We reserve the right to refuse to transport luggage of this type if they weigh over 20kg.

Please telephone your local WOW air call centre if you wish to travel with an item not covered by the company's normal luggage rules.

Please note that it is not possible to pre-book extra luggage or sporting equipment on the internet with less than 24 hours until take-off. It is only possible through our call centre or at the airport. Please note that pre-booking online is significantly cheaper.

I need to have a canister of oxygen with me on the flight. What then?

You can get a cost-free exemption to the ban on pressurised oxygen for the duration of the flight by showing a doctor’s note saying you need oxygen on board. You need to let our customer services department know and send WOW air a copy of the doctor’s note at least a week before departure.

Can I travel with musical instruments?

Of course…we love music and all the equipment necessary in its making! There are three options available:

1. Hand luggage: if the instrument is small enough to pass as hand luggage you can take it into the cabin.

2. Check-in luggage: If the instrument is too big to be considered hand luggage, you can check it in to the luggage hold.

3. Book a seat for the instrument: If the instrument is too big to be luggage, but can fit in a seat, you can book it a ticket as though it were a person. You will need to contact WOW air customer services to book a seat for a musical instrument. Please note that WOW air cannot take responsibility for any damage to musical instruments in transit, regardless of whereabouts on the plane they are carried. It is recommended that passengers purchase specific travel insurance for their instruments.

 

On board

What do you have for sale on board?

There is a good selection of drinks and light foods on board meaning that nobody should need to go unfed and hungry out into the big wide world. We accept credit cards and major currencies in exchange for nutritious, healthy refreshments and a big smile.

There are also duty free goods for sale on board, which are around 20-25% cheaper than equivalent products down on the ground in Europe. We offer a robustly diverse and high quality selection of goods which will either come in handy in distant lands, or bring a smile to friends and families upon arrival back home again. Credit cards work well in the open skies, as well as major currencies; although not pre-paid credit cards, debit cards, American Express and cards requiring instant authorisation.

Hey, isn’t there any entertainment on board?

There is no organised entertainment on board, except for the thrill of sitting high up in the sky enjoying the flight with us. We therefore recommend that if you’re travelling with children, or are yourself not keen on flying, you should bring something fun along with you.

Can I use my computer on board?

All use of telephones, walkie talkies, remote controlled games and other equipment giving off radio waves is forbidden because the radio/microwaves can disrupt the aeroplane’s navigation system and other necessary control equipment. 

It is, however, permitted to use laptop computers, tablets, gaming devices, personal music players and similar devices during the flight. The use of all electronic equipment is, however, prohibited during take-off and landing. The use of pacemakers, hearing aids and other equipment necessary for health/medical purposes is of course not covered by the above restrictions.

 

Payment

How do I pay for the flight?

WOW air puts top priority on keeping customers’ confidential information safe. When booking it is possible to pay with most major cards and if customers do not own a payment card, it is possible to contact customer services and complete the transaction in a different way. Another individual can also pay for the flight and forward the booking confirmation on to the person booked to fly.

Why is it cheaper to book online than through customer services?

The vast majority of guests book online and that means we don’t need to have a huge call centre – and are therefore able to keep ticket prices down.

Can somebody else pay for my flight with their card?

Yes. The payment card does not need to be under the traveller’s name, even if the cardholder will not be on the same flight.

I don’t believe in credit cards – what can I do now?

That means you cannot book through the WOW air website. Our sales office is, however, happy to accept debit cards; but you will incur a booking fee. Another way of doing it is to phone us and then pay by bank transfer.

 

Cancellations

If I am ill, or something unexpected comes up, how do I notify you of my cancellation?

You don't need to tell us about it, just don't turn up at the airport.

Please note though, that WOW air never refunds flight tickets, unless cancellation insurance was purchased, the price is €9/£7/68 DKK . We recommend buying such insurance. Cancellation insurance can only be purchased at the time of initial booking and not afterwards.

If you need to claim against your cancellation insurance you will need to show us a copy of the relevant doctor's note, medical certificate or police report, as well as your booking number no more than seven days after the flight.

Why should I buy cancellation insurance?

WOW air never refunds flight tickets, unless cancellation insurance was purchased. We recommend buying such insurance. Cancellation insurance can only be purchased at the time of initial booking and not afterwards. At the same time we recommend guests read their credit card provider(s) terms, as many of them have travel insurance included.

WOW air cancellation insurance provides for the full refund of air fare, with the exception of booking fees, if guests cannot take their booked flight due to: death or sudden serious illness or accident which requires hospitalisation of him/herself, his/her partner, child, grandchild, parent, step parent, parent in-law, grandfather, grandmother, or sibling (upon presentation of medical certification), serious physical damage to his/her home or private business premises (upon presentation of police certification) which requires that he/she remail closeby. The foregoing facts must be such that cancellation of previously made reservation is unavoidable.

If you wish to claim a refund through your cancellation insurance, you will need to send us a copy of your police or medical note/certificate, along with your booking number, no more than seven days after your booked departure.

What are my rights if the flight is cancelled?

Iceland observes European rules on compensation and assistance to guests impeded by flights which are cancelled or seriously delayed. More details on the subject are available from the Icelandic Civil Aviation Administration website, www.caa.is.

 

Changing bookings

Do you need to change a flight booking?

It is no problem to change. You can look up your booking by clicking on ‘Change booking’ at the bottom of the wowiceland.co.uk homepage and entering your booking number and password which were sent with your confirmation email. There you can easily change names and flights; but to change destinations you will need to contact customer services.

Note that each change costs 41 EUR / 39 GBP / 364 DKK for each passenger on each leg of the journey, plus any extra air fare if the new flight is more expensive.

Changes must be made no later than 24 hours before departure, if made online. With less than 24 hours to departure, or in complicated circumstances, customer services will do their very best to find an acceptable solution on telephone number (+354) 590 3000.

 

Children and pregnant guests

What rules apply to children and women who are expecting?

Children under 12 years-old pay 75% of the standard fare, and infants under two-years-old pay 10%. Infants do not, however, have a luggage allowance unless a seat is booked for them at the children’s rate. Buggies/prams are carried free of charge for the under-twos. All children must have a valid passport.

Children travelling without a guardian can use the special WOW air VIP chaperone service.

Unaccompanied children aged 5-11 (including 11 year-olds).

Children aged over five and under twelve years-old may travel without a parent/guardian if the following conditions are met:

• It is a requirement of WOW air that all unaccompanied children use the service detailed below.
• The fact that a child will be travelling unaccompanied must be registered at the time of booking.
• The child's parent or guardian must fill out a special form at check-in.

A copy of this form will remain with the child at all times.

The form is available at all airports.

• Once the form has been filled out and the parent or guardian has proven they are in fact the child's guardian, a WOW air representative will accompany the child onto the aircraft where a member of the cabin crew will take over and remain responsible for the child throughout the flight. The parent/guardian is not allowed to leave the departure airport until the plane has taken off.
• At the destination, the WOW air cabin crew will transfer the child to an airport employee who will accompany him/her to the arrivals hall, help the child collect luggage, get through immigration and release the child to the person stated on the form. That person must prove their identification with official ID such as passport or driving licence.
• Prices for this service for each child on each flight leg can be seen here. The price includes a pre-selected seat reservation. Please note the charge is not refunded even if the service is not used.

Unaccompanied children aged 12-18

• Children over 12 and under 18 can travel unaccompanied without any special provisions. They are welcome to the same service as younger children if desired. The cost is the same as for 5-11 year olds.

The service charge for an unaccompanied child is ISK 5,900 for each flight leg. If two or more siblings are travelling together, only one fee of 5,900 ISK is charged. The sibling discount can only be booked through the WOW air customer service centre. Please note that all bookings made through the customer service centre incur a 2,000 ISK service fee.

PLEASE NOTE - If there are less than 48 hours until departure the children's service can only be booked through our call centre. The service is not guaranteed if booked less than 24 hours in advance.

Pregnant women

Pregnant women can fly as much as they please up until the 27^th week. Between weeks 28 and 35 a recent doctor’s note must be provided stating that the guest is fit to fly. And from week 36 it is just as well to get comfy where you find yourself, because flying is not permitted.

Pets

Payment is required for pets who choose to fly with WOW air, even if their human’s luggage allowance is not fully used. That’s because pets are no ordinary luggage. It is therefore essential to register that you are flying with a pet when you book, and certainly not just at the airport check-in desk.

IMPORTANT: We not currently able to fly with pets to or from the United Kingdom.

We remind guests that the rules on importing and exporting pets on the Icelandic Food and Veterinary Authority website www.mast.is (http://www2.mast.is/index.aspx?GroupId=1263 ) must be followed closely.

WOW air does not accept liability for animals refused entry to their destination or transit country. The animal’s owner accepts all responsibility for injury, illness or death of animals cleared to fly.

Animals are not allowed in the aeroplane cabin, regardless of how cute they are.

All necessary paperwork must be presented at the check-in desk. Pets must be in flight-approved cages which prevent them getting injured or escaping, and allow them to remain as comfortable as possible on the way. Cages must be strong, water resistant, clean and sterilised, and contain food and water containers. Wooden cages are not allowed. The maximum size for a cage is 100x80x80 cm. The cage must be well-ventillated and allow animal to easily see out; although without being able to stick a snout or a paw out.

 

What are the rules on guide dogs?

Specially trained dogs to help blind, deaf and otherwise disabled guests are allowed in the cabin. No special charges, weight restrictions or cage requirements apply. They may, however, not occupy a seat or the walkway and they must be muzzled. WOW air does not accept liability if a guide dog is refused access to the destination country.

How do I book pets onto flights?

After purchasing your own ticket online you should then contact the WOW air customer service centre to add a pet onto your ticket. It is only possible to convey a maximum of four pets with each flight and it is therefore possible that pet carriage requests are denied. Only one animal may be transported in each cage, or two of the same species. Travel for each animal is payable individually – they are not classified as luggage. Pet transportation is charged per kilogramme of total weight, inclusive of the cage.

Disabilities

Can I travel with a wheelchair?

Of course! On the special requirements page in step three of the online booking process you can choose from the following:

- Wheelchair all the way from check-in to plane seat (WCHC)

- Wheelchair from check-in to the plane door, for people who can walk short distances (WCHR)

- WOW air also offers a service for those who can walk short distances and up and down stairs, but need a wheelchair for long distances within the terminal (WCHS).

If you are travelling with your own wheelchair, you will need to check it in with the luggage and a member of airport staff will bring you another one and accompany you through the terminal building. Though your wheelchair goes with luggage, it is not counted towards your luggage allowance and no charge applies. Flight crews are trained to assist disabled guests and make their journey as comfortable as possible. You will be met at the other side by a member of that airport’s staff and accompanied until your own wheelchair is returned to you. 

 

Gift vouchers

Does WOW air do gift vouchers?

But of course we do! You can either buy gift vouchers on our website, or by dropping our service centre a line on 01183 218384 (from the UK, see our other telephone numbers here) and get your hands on as many gift vouchers as you like.
WOW air gift vouchers are valid for one year, to all of our destinations. Please note that WOW air gift vouchers cannot be redeemed against package tours with WOW travel.

Remember the saying: It’s better to give than to receive!

How do I use my WOW gift voucher?

When you reach step three of the online booking process, tick the “Gift voucher” box. Then you register your 16-digit gift voucher code and click “Pay with gift voucher”.

If there is enough flight credit on your voucher to pay for your whole booking then you will be forwarded automatically to step four and your booking confirmation. If your gift voucher has more credit than required, then the remainder will stay on the voucher, with the same 16-digit code, for you to use next time you book. 

If the gift voucher has only enough credit to pay part of your booking, that amount is deducted from the total price. You can then pay the remainder by entering your credit card details.

It is important to BOOK THE FLIGHT AND TRAVEL before the voucher’s expiry date.

Click here to book flights with a gift voucher.

How do I use my Iceland Express gift voucher?

Iceland Express gift vouchers can be used on WOW air. But please note that they cannot be used for online flight bookings and you will need to contact us by phone on 01183 218384 (from the UK, see our other telephone numbers here). It is important to BOOK THE FLIGHT AND TRAVEL before the voucher’s expiry date.