Frequently Asked Questions
FOR CUSTOMERS WITH DISABILITIES
This page may be updated frequently so please continue to check back often for the most current information.
These questions and answers were developed in coordination with Northwest's Customer with Disabilities Advisory Board to assist people with disabilities in planning a trip with us with the new security measures.
Please be sure to read New Airport and Luggage Procedures first.
How early should I arrive at the airport?
For domestic flights, arrive at the airport 75 minutes (1 hour and 15 minutes) prior to departure. For international flights, arrive 2 hours in advance.
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How do I get assistance such as wheelchair service from the curb?
At most locations, you can request curbside wheelchair assistance from one of our Skycaps. Northwest has restored curbside luggage check-in at all airports in which this service had been temporarily discontinued due to FAA security measures.
At other locations, have someone stop at Northwest's check-in counter to request curbside wheelchair assistance. We will arrange to have assistance provided quickly.
Note that unattended vehicles are prohibited at the terminals.
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How do I request wheelchair assistance in the terminal or onboard the aircraft?
Northwest Airlines wants to provide a comfortable and convenient flight for all of our passengers. For those passengers with disabilities requiring special assistance Northwest offers the following:
- Wheelchairs at all airports to assist passengers needing assistance moving through the airport.
- Aisle wheelchairs are available on certain aircraft to assist passengers needing assistance getting from their seat to the lavatory.
- Select aircraft have wheelchair accessible lavatories.
- Movable aisle armrests are available for select seats on certain flights.
- Priority storage of folding wheelchairs is available on certain aircraft.
To request wheelchair assistance alert Northwest Airlines Reservations or your travel agent when booking your reservation, or on the day of departure at the airport. While we recommend requesting special services in advance, requests may also be made upon arrival at a connecting city. Although every request is handled efficiently, please keep in mind that there may be multiple requests for each flight.
Northwest publishes a brochure to assist passengers with disabilities traveling on Northwest. It offers tips and suggestions as well as general airline policy on the services Northwest provides to this important group of travelers.
To order complimentary copies, email us at nwairlines@4midwest.com or call 1-800-358-3100. The brochures are also available in Braille, large print, or on audiotape.
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How do I request electric cart service in the terminal?
Electric cart service is provided at some airports. Service is provided on a bus stop method and cannot be requested in advance for a certain gate or flight.
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What should I do if I am unable to stand and wait in long lines?
Contact a Northwest representative, either employees with red jackets or an agent at the check-in counter, for quicker check-in assistance.
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How do I get assistance to and from the gate area?
Northwest provides wheelchair and other assistance to/from the gate area. If you wish to have someone else (a family member, friend, traveling companion or medical personnel) provide this assistance, contact a Northwest agent at the check-in counter who can issue a gate pass.
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What if I need to bring an assistive device or medical supplies?
The limit of one carry-on bag and one personal bag (e.g., purse or briefcase) for each traveler does not apply to medical supplies and/or assistive devices. Passengers with disabilities generally may carry medical equipment, medications, and assistive devices on board the aircraft.
Assistive devices such as walking canes, once inspected, are permitted on board an aircraft. Assistive devices such as augmentative communication devices and Braille `N Speaks will go through the same sort of security screening process as used for personal computers.
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I am a diabetic and use insulin kits that contain syringes. Can I bring syringes (needles)?
Yes. Needles and syringes are permitted if the passenger also has in their possession medication that has a professionally printed label identifying the medication or a manufacturer's name or pharmaceutical label. We recommend that all medicine be carried on-board, in carry-on luggage, never in checked luggage.
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What about medicine?
Yes. Medical documentation and doctors' letters are not required to bring medicine, but it is strongly recommended that you bring your doctor's prescription with you just in case security personnel have questions.
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What should I do if I have special dietary requirements?
Northwest has discontinued meal service on most domestic flights and eliminated many special meals. For details on our food and beverage services, please contact Northwest Reservations. We recommend that you bring your own food and beverages with you.
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What if I would like to bring my own silverware to facilitate eating?
Bring plastic utensils, since metal silverware will not be permitted beyond the airport security checkpoint. If necessary, our flight attendant can provide assistance in preparation for eating, such as cutting up food, opening packages and identifying food; however they cannot provide assistance in actual eating.
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Can I take my wheelchair with me?
Yes. Personal wheelchairs and battery-powered scooters may still be used to reach departure gates after they are inspected by security personnel.. Any backpack or sidepack that is carried on the wheelchair will be manually inspected or put through the X-ray machines.
Personal wheelchairs may still be stowed on board an aircraft.
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Can I take my service animal with me?
Yes. Service animals, once inspected by Security personnel, are permitted on board an aircraft. Any backpack or sidepack that is carried on the animal will be manually inspected or put through the X-ray machines. The service animal's halter may also be removed for inspection. For additional requirements, see Service Animals.
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Can I request oxygen service?
Yes. Our policies and procedures for oxygen have not changed.
Ticketed passengers with their own oxygen for use on the ground are allowed beyond the security checkpoints with their oxygen canisters once the canisters have been thoroughly inspected. If there is a request for oxygen at the gate for a customer with a disability, commercial oxygen providers are allowed beyond the security checkpoints with oxygen canisters once the canisters have been thoroughly inspected. Commercial oxygen providers should check-in with an agent at the check-in counters to obtain a gate pass which allows them to go through the security checkpoint.
To rent a portable oxygen concentrator, please visit www.oxygentogo.com/nwa or call toll free 1-866-692-0040.
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What kind of security screening can I expect?
All passengers allowed beyond the security checkpoints may be searched. This will usually be done through the use of a hand-held metal detector, whenever possible. Passengers may also be patted down during security screenings, and this is even more likely if the passenger uses a wheelchair and is unable to stand up. Private screenings remain an option for persons in wheelchairs.
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What are your policies regarding security screening for people with disabilities?
Northwest policies are:
- People with disabilities shall undergo security screening in the same manner, and be subject to the same security requirements, as other passengers.
- Possession of an aid used for independent travel shall not subject the person or the aid to special screening procedures if the person using the aid clears the security system without activating it.
- Security personnel may examine a mobility aid or assistive device which, in their judgment, may conceal a weapon or other prohibited item.
- Security searches of people with disabilities whose aids activate the security system shall be conducted in the same manner as for other passengers.
- Private security screenings shall not be required for people with disabilities to a greater extent, or for any different reason, than for other passengers.
- If a person with a disability requests a private screening in a timely manner, one will be provided in time for the passenger to enplane.
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I have a metal joint replacement or cochlear implant or pacemaker. What will happen?
Should they set off the metal detector, explain the situation to the security checkpoint screener. They should offer to do a hand wand screening. If you wish to have a private screening, request one.
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What if I have concerns?
Northwest has specially trained Complaint Resolution Officials (CRO) in every airport to meet the needs and concerns of our customers with disabilities. They will be happy to address any of your questions or concerns. To locate a CRO, ask any Northwest representative at the airport.
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