Norwegian Airlines Customer Service Issues

We purchased a ticket from MCO to KRK without selecting checked luggage initially. Later, 6 hours before the flight, we paid $62 by credit card for checked luggage. However, at the airport, we were informed that the checked luggage applied to the return flight, KRK to MCO, which we are not taking. Due to this system error, we were charged an additional $[redacted] at the check-in counter. We seek a refund of $[redacted] as we paid for the luggage in advance. We believe this was a system error assigning the luggage to the wrong flight. Our flight details are as follows: June 4, [redacted], flight number DY7056, D83562. We appreciate your assistance in processing the refund. Thank you, Janusz & Jolanta D.

I was scheduled to depart from Gatwick in London on a flight leaving at 10 a.m. There were some issues with other passengers on the train coming from London who were rerouted, causing delays. Although I arrived on time and went through security, I was directed to the premium desk just when it was my turn to check-in due to a passenger with multiple bags taking longer. Eventually, they told me the flight was closed and I had to go to the info desk. I endured delays and ended up booking another flight at a high cost due to Norwegian's handling of the situation. Skybreak mentioned they needed authorization from Norwegian for any compensation. The inconvenience and additional expenses caused by this experience, accompanied by the lack of assistance and poor customer service, have left me extremely dissatisfied and reluctant to fly with Norwegian in the future unless this matter is appropriately resolved.

I am Shirley Coppin, and I flew on flight D17095 from Gatwick to LAX on August 2, [redacted]. At 70 years old, I must say that this has been my worst experience on a long-haul flight. Although advertised as a low-cost airline, the extra charges accumulated quickly, making it almost as expensive as a more reputable carrier. The lack of legroom was particularly uncomfortable for my 5-foot frame, and the seats were hard and offered little comfort. Having to pay for basic amenities such as videos, headsets, and even food and drinks on a 12-hour flight was a disappointment. The cramped conditions onboard only added to the unpleasant experience. Despite having flown with various long-haul airlines, I have never encountered such discomfort. I am dreading my return flight with you on August 15. At 70 years old, I cannot recommend this airline to anyone, and to not receive a senior discount was disappointing.

On September 6th, [redacted], I had a Norwegian flight scheduled to depart at 6:05 pm from Rome to Newark. As a person with a disability, I was supposed to be assisted with a wheelchair to the gate. Unfortunately, the staff member who was helping me refused to take me and my luggage, claiming it was too large. I had to walk to the departure check-in unassisted and was left alone by the young man. Despite waiting for a wheelchair, none was provided, causing me significant discomfort due to nerve damage in my feet and legs. The lack of guidance led me to miss my flight, even though the plane was still at the gate. I filed a complaint in Rome and sent emails but have not received a response. I am seeking compensation for the inconvenience and expenses, as I had to purchase a return ticket at a higher price. I request that a representative reach out to me by email at [redacted] or by phone at [redacted]. Thank you.

Subject: Complaint Regarding Delayed Flight - Booking Reference: LSPGBJ Dear Linda Olsen, Customer Relations Manager, I am writing to express my dissatisfaction with the handling of my issue regarding Flight LSPGBJ. Despite attempting to address this matter internally, I remain unsatisfied with the outcome. I believe your intervention is necessary to bring about a resolution. Company: [Redacted] Booking reference: LSPGBJ Flight number: DI7094 Departure airport: Los Angeles International Airport (LAX) Scheduled departure time: Wed 10/10/18 12:35 Arrival airport: London Gatwick Airport (LGW) Number of passengers: 1 Passenger: Lit Chan Address: Flat 1, [redacted] Regents Park Road, N3 2FH Phone number: +[redacted]55 On October 10th, [redacted], the delay experienced exceeded acceptable limits, warranting compensation in accordance with EC [redacted]/[redacted] regulations. Please respond to this email for further communication consolidation. Thank you for your attention to this matter. Best regards, Lit Chan

Hello, I am reaching out to express my dissatisfaction regarding our recent Norwegian flight from Los Angeles (LAX) to Rome (FCO) on November 3, [redacted]. Our confirmation number for the flight was KM3YYB. While the flight crew and aircraft were commendable, my spouse and I had a disappointing experience due to seat malfunctions. We opted for premium seats for additional comfort during the 12-hour overnight flight. However, both of our assigned seats (4A and 4C) were faulty. My wife's seat had a broken leg extension button, forcing her to prop her legs on luggage, while my recline button was also non-functional. Attempting to recline the seat was challenging and embarrassing, requiring assistance from the flight attendant to manually adjust the seats. This led to discomfort throughout the flight, with limited sleep and inability to recline properly. Despite our request to switch seats, we were informed that all premium seats were occupied. I have attached images as evidence of the seat issues. To rectify this experience, I propose upgrading our seats for the return flight from Rome to Los Angeles on November 19 at 7:55 AM with reservation OHLE6V, to premium class. If this is not feasible, a full refund for the November 3 journey would be appreciated. Please consider this request and I look forward to a resolution. Thank you for your attention to this matter. Sincerely, David C. Ashley C. Contact: 1-[redacted] Email: [redacted]

What is the largest underseat bag allowed on flights? Most airlines have underseat spaces larger than the standard personal item size of 25 x 33 x 20 cm. Many travelers view an underseat bag as a substitute for a larger carry-on, leading to lighter overhead bins and more fuel-efficient flights. Understanding the dimensions of underseat spaces, especially under middle seats, can help optimize luggage plans. Is booking a middle seat a strategic choice for securing more underseat room? This seat is often available closer to departure dates. Regarding reservation QGNPMM from Ft. Myers to Stockholm on Dec 23, I am eager for a response. As an elderly passenger, having easy access to comfort items during the flight is crucial. Best regards, Baiba A.

I booked a flight from Los Angeles International Airport to London scheduled for June. I opted for traveler's insurance as an add-on. Unfortunately, a few days before my flight, I underwent a medical procedure that prevented me from traveling. The airline's policy supposedly allows cancellation up to 30 minutes before departure. Despite my numerous attempts, including calls, emails, and online chats three days in advance, I could not get through to cancel. I possess email trails and screenshots of my efforts. I even submitted a signed medical certificate from my doctor as proof of my inability to fly. However, the airline was unresponsive until after my flight and denied my refund request. Despite following their cancellation procedures diligently, I received a delayed and unsatisfactory response from them citing the 30-minute rule.

I made a flight reservation in September for a trip from Barcelona, Spain to Ft. Lauderdale, Florida in May [redacted]. The original flight was scheduled for May 25, [redacted] at 18:50. However, I recently received an email notifying me that my flight has been changed to May 24th at 16:05, which is not feasible for us as we won't be in Barcelona until the 25th. Upon trying to modify my reservation online, I noticed that there are no options available for changing the flight. The system only allows me to 'confirm the changes' made by Norwegian, which is not acceptable as the new flight date is not viable for us. Additionally, the customer service phone line provided, 1-[redacted], constantly disconnects after a brief greeting. I kindly request that Norwegian Airlines adjust our flight to a different route from Barcelona to Newark, New Jersey (EWR) on May 25, [redacted] at 18:25 instead of the altered flight to Ft. Lauderdale on May 24th. We urgently need to return to the U.S., and this seems to be the best alternative on the east coast. I strongly believe that some form of compensation, like a seat upgrade, is warranted given the inconvenience caused since our cruise plans were dependent on this return flight.

Hello, my name is Félix Beltrán Otero, and I would like to explain the setbacks I experienced on my return trip to Spain, Gran Canaria from Denver, Colorado, USA. On December 8th, I had a flight scheduled for 14:50, but I couldn't arrive on time. I got there at 14:10 and couldn't check in, missing my flight. I paid for a new ticket for the 12th at the same time, but the plane from Denver to Gatwick, London was delayed, causing me to miss my connection to Gran Canaria. I was stranded in London when I was supposed to arrive in Las Palmas de Gran Canaria in the morning. After all the trouble, the airline managed to get me a flight from Madrid to Las Palmas de Gran Canaria, landing at almost 20:00 in the evening. Throughout this ordeal, I didn't receive any explanation or satisfaction from the airline. I would like to speak with someone in person. Thank you. I look forward to your response.

I need to file a complaint against your airline. My bags were not transferred with me during my journey, which was a distressing experience as they contain important medication for my autistic son. Your company's failure to forward my bags has left me disappointed, upset, and confused. Upon returning to the States, I will contact the appropriate authorities to address this issue. Additionally, the crew on the plane was extremely rude, making this one of the worst trips I have ever taken. My son and I are currently in Rome without our belongings, and efforts to resolve this with Norwegian and the local authorities have not been met with urgency. This lack of care for customers, especially those with special needs, has made our experience a complete disaster. I am very unhappy with the service provided by your airline and would appreciate a response clarifying why we were neglected throughout this journey.

I am seeking help as I encountered a distressing situation at the airport. After a 4-hour wait in a line with over [redacted] passengers, my daughter and I missed our early morning flight back to London. The airline representatives were unhelpful and unsympathetic, stating we couldn't board the next flight and directing us to long queues for assistance. Despite pleading for aid, we were left with no support, only being told to pay $[redacted] each for new tickets or book online with no refund. The lack of assistance and the dismissive treatment we received caused immense anxiety and frustration, with no one willing to help us resolve the situation. The airline staff's attitude was callous, insisting on payment without offering any real solutions. I was left in tears for hours, trying desperately to find a way home after missing our flight due to the extensive wait in line. Any assistance in rectifying this distressing experience would be greatly appreciated.

Upon arriving at the airport on March 22, [redacted] for my flight, I was informed that I couldn't fly because my passport was set to expire on May 14, [redacted], which was within the three-month rule. Despite being 8 days short of the requirement, I wasn't given the option to change my ticket at the counter. I provided my passport details to the airline, but this potential issue wasn't communicated to me, even though there was time to update it. I received a confirmation text on the day of my flight, adding to my distress. This situation has been devastating as I had made travel arrangements in advance to visit my son during my spring break. The employee mentioned that this was a common occurrence, as I witnessed with others facing the same problem. I believe the airline should issue me a new ticket, considering I had already paid for it and wasn't aware of the three-month passport rule.

I was on flight [redacted] from Paris to JFK last night, departing at 6:05 pm. Shortly after settling into my seat, I was approached by a security guard who asked me to leave the plane because I was seated in another passenger's assigned seat. Confusion arose as two boarding passes were issued under the same name with one attached to the wrong luggage claim. While the situation was unsettling, the stewardess, Stephanie Thompson, was a great help in resolving the issue and showing empathy towards the misunderstanding. The Paris Ground Service staff handled the situation poorly, causing distress. I would like guidance on how to file a complaint regarding the incident.

I traveled on flight [redacted] from Paris to JFK last night, departing at 6:05 pm. After settling into my seat, I encountered an issue where two boarding passes were issued in another woman's name, Vanessa Wilcox (seat 39c). Unfortunately, this led to a misunderstanding, and I was asked to leave the plane by a security guard. Despite the confusion, I want to highlight the exceptional assistance I received from the stewardess, Stephanie Thompson, who helped me find my correct seat (23d) and was very understanding of the situation. However, the treatment I received from the Paris Ground Service was distressing, and I feel the need to address this incident by filing a complaint.

Our Norwegian flight from Providence, Rhode Island to Shannon, Ireland was cancelled and we have been informed that we will now be flying to Dublin, Ireland instead. This change to our travel plans has created concerns for our scheduled tours in Ireland which were all set to start in Shannon. To ensure we arrive in Dublin in time to travel to Shannon, we need to modify our Norwegian flights to arrive a day earlier than originally planned. This adjustment will allow us to reach Shannon without disrupting our scheduled tours. We need guidance on how to proceed with changing our flight to Dublin to accommodate our tour plans that are based in Shannon.

Hello! I experienced a delay on my flight and there was no air conditioning above my seat. Unfortunately, there were no self-service kiosks available, so I had to wait in an extremely long line. For my upcoming flight, I kindly request an upgrade to premium seating and a partial refund due to missing part of the purpose of my trip caused by this delay. I had also reached out to customer service through a message but did not receive a response. Upon calling, I waited over 20 minutes only to have the call drop. Subsequently, I tried the chat feature where the representative provided canned responses and was unwilling to escalate the issue to a manager.

I frequently use Norwegian for my travels. In the last two weeks, they have debited funds from my accounts twice without providing tickets. Each time, it has taken over a week to receive nearly $1,[redacted] in refunds. While this may be a routine procedure for them, it has caused significant disruptions for customers like myself. To add to the inconvenience, ticket prices increased while I tried to resolve the issue. Unfortunately, there was no apology or assistance in managing the resulting problems. After five years of loyal patronage, I am considering exploring alternative airlines. I request assurance that I can still purchase the ticket at the original price. I also seek an immediate refund instead of waiting 8-10 days, which is after my planned travel dates.

During my Norwegian flights in April, I was delighted with the service from Los Angeles to Madrid and London to Los Angeles. However, I encountered an issue with excess baggage fees. In Los Angeles, I was slightly over the weight limit but could carry it on for a reasonable charge of $15.00 per kilo. Yet, when faced with the same situation in London, I had to check my luggage for 70 pounds sterling, significantly increasing the overall cost. This unexpected charge has made me reconsider flying with Norwegian in the future, which is disappointing as I had a positive flight experience overall. It would have been more convenient if they had followed the same approach as in Los Angeles and allowed me to pay the excess fee for a carry-on. Sincerely, H. Thomas Moore

I was at Dublin Airport with my son for our flight to NY Stewart. His bag was overweight by 2.5 kg, and I was charged €36.00. I paid with my credit card, but didn't receive a receipt as promised. Now, I see an incorrect charge of €80.00 on my credit card bill, which means I was overcharged by €44.00. I need someone to address this issue urgently. My husband is flying out with Norwegian on May 29th, and I was planning a flight to NY myself, but this overcharge has left me dissatisfied. Please email me at [redacted] with a prompt response. Thank you, Linda Barton.