Help and contact

(Last updated: 14 June 2020)

 

FAQ - Coronavirus (Covid-19)

 

Face masks

  • Face masks are required on all Widerøe flights
  • Children younger than 6 years are exempted from this rule
  • We require you to bring your own face mask that covers both mouth and nose. The face mask must be an authentic face mask. This means that scarfs or homemade face masks are not sufficient.
  • We require that your face mask is used from boarding to disembarkation.
  • Our staff is also wearing face masks that covers the mouth and nose.
  • If you have a medical condition that prohibits you from wearing a face mask (that covers your mouth and nose) you need to bring a medical certificate to our gate-staff before boarding the aircraft.

Read more about use of face masks

 

What measures are in place to ensure distance between passengers?

Our cabin crew try to ensure as much as space as possible when seating passengers. However, we must also take into account aviation safety considerations to ensure the correct weight distribution on the aircraft. We ask you to kindly change your seat if asked by our cabin crew.

 

 

What measures are in place to reduce the spread of infection on board?

Widerøe is taking extensive measures to reduce the chances of infection on board:

 

Disinfection/cleaning:

 · We have created an effective disinfectant that is used on board all our aircraft

 · Before boarding, we always clean handles, overhead luggage racks, hatches, window sills, armrests, tables, buttons, seat belts, toilet doors, toilet waste doors and “safety on board” brochures

 ·  Waste is emptied regularly to reduce the spread of infection

 · In addition, we follow our standard cleaning routines. Further washing is carried out at night.

 

Fewer contact points on board:

 · All blankets, pillows and pillowcases have been temporarily removed from our aircraft

 · Sales and serving onboard have been temporarily suspended

 · Inflight magazine, “Skyfritt”, has been removed to prevent the spread of infection

 · Our smallest aircraft have deactivated the recirculation fan, air is replaced every four minutes, while our two largest aircraft have HEPA filters that remove more than 99% of all particles in the air

 

We kindly ask you  to bring hand baggage that fit under the seat in front of you.

 

Can I travel if I’m sick?

If you have tested positive for Covid-19 or have been in close contact with others who are infected, you should follow the advice of the Institute of Public Health and stay in isolation or at home in quarantine.

If you have respiratory symptoms, you should not fly, but stay at home for a minimum of one day after your symptoms have gone. Passengers showing signs on respiratory symptoms will be denied boarding. The captain can also dismiss passengers who have boarded with symptoms.

 

 

Can I fly with Widerøe if I have travelled by plane from abroad?

Passengers who have travelled abroad can fly with Widerøe to their next destination if they have no symptoms. Passengers with respiratory symptoms should not fly. Passengers who have been abroad should try to keep as much distance from other passengers as possible. If you need help with this, please ask the cabin crew for help.

 

As a result of the virus outbreak and lower demand, Widerøe will reduce our capacity and frequency on many of our routes. All customers affected by a change or cancellation will by contacted directly by us or the responsible travel agency.

 

Our Customer Centre is handling a very high volume of enquires at the moment. If your journey is more than two weeks ahead, we kindly ask you to wait to contact us.

 

If you have been contacted with a new itinerary, but choose not to travel, we ask for your patience. Due to the extraordinary situation, the processing of refunds will take longer time than usual. For some customers it might take up to 60 days from cancellation before the payment is completed. We apologize for the inconvenience and ask for your understanding.

 

Cancellation

Customers with Full Flex / Flex tickets can cancel their trip and get the full amount refunded. For other ticket types, refundable taxes and fees will be refunded.

 

Change trip (trips booked before 12 March 2020)

Customers with Full Flex tickets can change tickets free of charge. Flex tickets can be rebooked without any change fee. However, the difference in fare price will apply. For all other ticket types, a change fee of NOK 600 will apply. In addition, you will also have to pay the fare difference if rebooking to a higher fare.

Terms and conditions - Ticket types

 

Compensation

If you seek compensation for a journey that you cannot complete, please contact your travel insurance company.

 

How to change or cancel your ticket

- Trip booked on wideroe.no: use the link in the confirmation e-mail or go to My trips

- Trip booked through travel agency/other web site: contact the travel agent directly

For more information, please see Widerøe's policies on Ticket Change and Ticket Cancellation

 

24-hour full refund 

All tickets purchased on wideroe.no will be fully refunded if cancelled within 24 hours after purchase. Tickets purchased less than 24 hours before departure, will be refunded until 2 hours before departure. 

 

Cancellation

Customers with Full Flex / Flex tickets can cancel their trip and get the full amount refunded. For other ticket types, refundable taxes and fees will be refunded.

 

Change tickets booked after 12 March 2020

Tickets booked after March 12th to October 24th can be changed without a change fee. Tickets must be changed by and the new travel date must be within June 30th 2021. Any difference in fare price/ and or taxes and fees between the existing booking and the new booking will apply. Customers with Full Flex tickets can change their trip completely free of charge. 

 

Compensation

If you seek compensation for a journey that you cannot complete, please contact your travel insurance company.

 

How to change or cancel your ticket

- Trip booked on wideroe.no: use the link in the confirmation e-mail or go to My trips

- Trip booked through travel agency/other web site: contact the travel agent directly

For more information, please see Widerøe's policies on Ticket Change and Ticket Cancellation

 

Widerøe is unfortunately unable to provide specific information about the restrictions imposed by each country due to Coronavirus (Covid-19). 

 

All customers are responsible for ensuring that they are permitted entry into the country and region they are travelling. Information regarding specific travel restrictions can be found at  IATA's webpages.

 

 

Other topics

How do I change my ticket?

You may change your trip from My trips or from the link in the confirmation email.

 

How much does it cost to change my ticket?

Rules for ticket change varies with our ticket types. For some tickets, a change fee of NOK 600 applies in addition to any price difference between fare classes.

 

How do I cancel my ticket?

Tickets can be canceled from My trips or from the link in the confirmation email. You may cancel your ticket free of charge within 24 hours of booking confirmation. After the first 24 hours, access to cancellation and refund varies with the ticket type.

May I change the name on my ticket?

As long as the trip has not started, you can change the name. The passenger type (adult, youth, student, etc.) can not be changed. When you're checked in name can no longer be changed.   

 

Other question regarding your booking?

Chat with us

Email: support@wideroe.no

Phone: (+47) 75 80 35 68

 

 

 

What kind of credit cards may I use?

You may use Visa, MasterCard, AmEx, as well as Diners and Discover.
 

May I pay by invoice?

No, unfortunately, you can not pay by invoice.
 

Why was my credit card rejected?

It may be caused by missing coverage, incorrect card number, CVC/CCV code or expiration date is invalid, or the card is blocked for online shopping
 

Where do I find the CVC/CCV code?

It depends on the card being used. On Visa, MasterCard, Diners and Discover, you may find a three-digit number at the back of the card. On AmEx, it is a four-digit number on the front.

 

How long does it take before my money is back on my bank account when I cancel my ticket?

The amount will be refunded by us immediately, but you have to count on about 7-10 days for the card issuer to bring the amount back to your bank account.
 

Where do I find my receipt?

In the booking confirmation email, you will find a link to the receipt. If you have a profile you will find the receipt in My Trips.
If you need all receipts for a specific period, you can use the service My receipts
If you need a flown confirmation, you will find this in "Previous trips" in My Trips, or you can use the service Verification of flown flights

What is my allowance for checked-in baggage?

If you have an Eco, Flex or Full Flex ticket you can bring at least one item for free (max 23kg - 158cm) on all Widerøe flights. If you have an Eco Light ticket you may bring one free item if you register your Eurobonus Silver, Gold or Diamond card during the booking process.  Read more about the baggage allowance.
 

What is my allowance for hand baggage?

All travelers 2 years and over may bring one hand baggage (max 8kg -55x40x20cm). In addition, you may bring one small purse or a small laptop bag. Read more about hand baggage.
 

How do I book excess baggage?

You may order excess baggage during the booking process or at the airport.  You may also do this by navigating to "My trips".
 

How much does excess baggage cost?

If you are traveling with excess baggage you can save NOK 150 by ordering this during the booking process. Find prices here.
 

How do I book special baggage?

You may order excess baggage during the booking process or at the airport. You may also do this by navigating to My trips
 

How much does special baggage cost?

If baggage allowance is exceeded, you pay a flat fee regardless of size for bicycles, skiing and golfing equipment, as well as hunting and sporting weapons (maximum 23 kg). Find special baggage prices here
 

What to do if I want to bring my dog/cat?

You may apply for a dog or cat in cabin or cargo hold. Read more about pets
 

What is the baggage allowance for children?

Children may bring the same number of baggage as adults. When it comes to infants, they may bring a pram in addition to baggage. Read more about baggage allowances for children
 

What to do if I have left something on the plane?

Read more about Lost and Found
 

What to do if my baggage is delayed or damaged?

Read about delayed or damaged baggage here
 

Can I bring my wheelchair on the plane?

Wheelchair and other equipment needed in everyday life can be brought free of charge. Read more about wheelchairs.
 

I am allergic to dogs. What to do?

If you are allergic to animals, please make a note of this when booking your flight. Enter information in the "Passenger with special needs" -field so that we can check if an animal is booked on your aircraft. If an animal is already booked, we give you the opportunity to book another flight Read more about allergies.
 

I have the need for an accompanying passenger. What to do?

There are some requirements for accompanying passengers. Read more about accompanying passengers.
 

Do I need to sign up for a profile to be able to book a ticket?

No, you may book a ticket without making a profile, but you get a lot of benefits by having a profile. Sign up for a profile here

How do I change my password?

You can change your password by navigating to My trips and choose Profile. At the bottom of this page, you may change your password.

When can I check-in?

Online check-in opens 22 hours before departure time, and can be done by SMS, app, on Self Service Kiosks at the airport, or ask for assistance at the Check-in counter. You may also check in here
 

How do I check-in special baggage?

Special baggage needs to be checked in at the check-in counter at the airport. Read more checking in special baggage.
 

At what time do I need to attend the airport?

We recommend that you check-in well in advance before the deadline. Check-in deadlines.
 

How do I get my baggage tag when checking in online?

If you have already checked in when you arrive at the airport, you may use the self-service kiosks located in the departure hall to print your baggage tags. If no kiosk is available, you may get the tags at the check-in counter.  Read more about online check-in.
 

Where can I check if my flight is on schedule?

You can look up the flight status service to check all departures and arrivals by Widerøe.  Check flight status here 
 

I have claims regarding delayed or canceled flights. What to do?

Please fill in this form: Claims regarding delayed or canceled flights.

Do I need to bring my passport?

Immigration controls no longer apply within Scandinavia. However, you should still take your passport with you when travelling out of Norway. Read more about Passport and Visa
 

Do you offer any food during the flight?

You can enjoy a light meal on our flights to Scotland. On flights lasting longer than 45 min, operated by our largest aircrafts, we offer complimentary coffee and tea all day. Read more about in-flight menu
 

Is there any WiFi available during the flight?

No, we don't offer WiFi on our flights.
 

How much baggage may children bring?

Children may bring the same number of baggage as adults. When it comes to infants, they may bring a pram in addition to baggage. Read about the baggage allowance.
 

Can my child travel alone?

Widerøe and SAS offer assistance to children aged 5 through 17 years traveling alone. For your child's safety, there is a limited number of seats for children traveling alone (UM) per flight. Read more about unaccompanied children.
 

How do I book a ticket for my unaccompanied child?

You can book tickets for children traveling alone with Widerøe and / or SAS on wideroe.no using your own credit card and contact information. Add a comment in the field Passenger with special needs that this is a booking for an unaccompanied minor (UM). Once we have confirmed a seat for your child, we will send you an email with the total cost including fees. We will also contact you if there are no UM seats available. Read more about booking an unaccompanied child ticket.
 

What is the price for unaccompanied children?

There is a fee per flight for unaccompanied children. Unaccompanied children's prices.
 

What if the infant has its 2 years birthday during the journey?

Then you have two options. Either you can book a child ticket both ways, or divide your booking into two one way tickets. Departure as an infant, and return as a child.
 

Where can I add my EB-card in the booking flow?

You may add your EuroBonus number on the passenger details page during the booking flow. If you have a profile, and the EuroBonus number registered in the profile, it will be added automatically. Sign up for a profile here
 

Where can I book award tickets?

Book award tickets on sas.no
 

What can I spend my points on?

You may spend your points on new and exciting journeys by Widerøe, SAS, Star Alliance partners, hotels, rental cars and much more. You may spend your points on yourself or anyone else you choose. Book one-way or round trip, book for points only or mix with cash, it's all up yo you. Read more about where to spend EuroBonus points.
 

Can I bring more free baggage using my silver or gold card?

EuroBonus Silver members may bring 1 extra baggage (max 23kg). Gold and Diamond members may bring 2 extra baggage (max 23 kg each) for free. Read more about baggage rules
 

Can I claim missing points?

If your journey has not yet started, you may request for missing points for future flights here. If your journey has ended, you may request for missing points for ended flights here.
 

Widerøe Customer Service Center - Opening hours

 

Chat

We are available on live chat Monday to Friday around the clock. Start Chat

Opening hours:
Monday to Friday: 05-01
Saturday: 09-15
Sunday: 09-24

 

Email - support@wideroe.no

Opening hours:
Monday to Friday: 05-01
Saturday: 09-15
Sunday: 09-24

 

Phone

If you need assistance with your online booking or have questions related to wideroe.no we recommend our customers to contact us on chat or e-mail for the fastest support. We are also available on + 47 75 80 35 68. We, however, recommend using chat or e-mail.

Opening hours:
Monday to Friday: 09-15

 

If you have any inquiries regarding flight irregularities and arrival/departure times. You may also book tickets (subject to a booking fee of NOK 300 per ticket) or make changes to tickets already booked at the call center. We also assist with cargo and airfreight as well as requests regarding lost or damaged luggage.
+47 75 53 50 10

 

Opening hours:

Monday to Friday: 07 - 22
Saturday: 07 - 13
Sunday: 11:30 - 21

Chat with us!

Do you need help with your online booking or have questions related to wideroe.no?