Norwegian Airlines Customer Service Issues

Our flight from Copenhagen, Denmark, suffered repeated delays until what was scheduled for 17:45 was pushed back to 23:30. After finally boarding, the aircraft had to return to the gate due to technical issues, leaving us stranded on the plane for 2.5 hours. It took an additional hour for the air conditioning to start working, making the wait even more unbearable. Eventually, at 03:00, we were informed that the crew had reached their working limit and we had to deplane. Only by 03:30 did we manage to collect our bags after a lengthy wait at the baggage claim. Norwegian Airlines failed to communicate with us throughout this ordeal and offered no help in securing accommodations or alternate flights.

During our recent trip from London to Boston on a Norwegian flight, my family and I experienced a distressing situation due to a fellow passenger who was unwell. The woman behind me was visibly sick with a severe flu, coughing throughout the flight and spreading germs towards us. Despite raising my concerns with a flight attendant, no proactive measures were taken to address the issue. As a result, my husband, our daughter, and I have all fallen ill with ear, nose, and throat infections, ruining half of our vacation. I believe Norwegian should consider providing air masks on flights and better train their staff to handle such situations efficiently. While I acknowledge that Norwegian cannot control passengers' health, I urge the airline to prioritize passenger well-being.

On Saturday, June 30th, my wife and I, both seniors, were supposed to fly from Gatwick, London to Tampa, Florida with Premium Norwegian tickets for a 15:10 departure. Unfortunately, our Uber ride encountered issues, causing us to arrive at Gatwick at 14:18, just under an hour before the flight. Despite explaining our situation to a Norwegian employee and pleading with the manager, we were informed that the flight was closed. We were shocked by the lack of assistance given our circumstances, with my wife being a diabetic in need of insulin. The manager's refusal to accommodate us was not only medically risky but also unacceptable given our Premium ticket status. We were offered alternative flights at exorbitant prices or to wait five days for the next available Norwegian flight. As seasoned travelers, we are deeply disappointed by the treatment we received and seek assistance in filing a formal complaint regarding this distressing experience.

I want to share my recent experience after completing our cruise. We had arranged and paid for airport transfers in advance, informing them of our flight time of 9:15 pm during the booking. However, upon disembarking, we were informed by Norwegian that the latest airport transfer was at 10 am. This information was not conveyed to us beforehand, and we were left in a predicament as we didn't wish to arrive at the airport 10 hours ahead of our flight. Had we been informed earlier, we would have reconsidered our booking. I kindly request a refund of the airport transfer charges. Thank you.

Good evening, I need help with what happened to my family yesterday. They were unable to board flight D8490 from Helsinki to Bourgas on 20.07.[redacted] due to the airline staff's lack of assistance. Despite arriving at 5:40 (1 hour 30 minutes before departure), trying to check in at a kiosk, and seeking help at 6:00, they were unsuccessful. The employee they approached suggested they queue for check-in, but the process was inefficient with only 2 staff members. Eventually, at 6:15 (55 minutes before departure), they were directed to Airpro Travel Service and ended up buying new tickets for [redacted].93 euros. Now, they intend to fly on flight D8490 from Helsinki to Bourgas on 24.07.[redacted] at 14:30 and return on flight D8491 from Bourgas to Helsinki on 13.08.[redacted] at 20:10. Please assist with this matter. Best regards, Sergei Sokolov

My flight from Orlando to London-Gatwick on July 13, with booking reference LTFP99 and flight DI7054, experienced a significant delay. As a result, I stayed at the Hilton hotel, but unfortunately, I couldn't make it to my prepaid hotel in Copenhagen. I am requesting reimbursement for this inconvenience. I completed the electronic claim form but didn't receive an incident number for reference. It has been challenging to reach customer service by phone. I am unsure if my claim was successfully submitted. Should I resubmit the claim to ensure it is in the system?

Booking Reference: JY7FXS During my recent flight check-in, I encountered a Norwegian staff member who appeared upset and was expressing fatigue and lateness to her colleague. Additionally, our connecting flight was delayed, leading to a $[redacted] late check-in fee at our Airbnb in Budapest. My girlfriend and I were surprised to learn that our carry-ons exceeded the weight limit by 8 kilograms, resulting in a $[redacted] charge for checking a bag, $[redacted] for each flight segment, all while receiving poor treatment from your staff. Paying excessive fees for slightly overweight luggage, enduring flight delays, and facing unpleasant customer service is unacceptable. I hope for a resolution via email or will contact you directly. The combination of rude staff, flight delays, and high baggage fees on delayed flights is disappointing.

I spent over three hours on the phone yesterday dealing with issues related to our flight confirmation number PZZUEE. We booked our flights in February only to recently find out that Norwegian Air is closing their hub in Newburgh NY. The customer service experience I had was extremely frustrating. It took an hour and forty minutes just to reach a service representative who then transferred me to another department. The representative I spoke to was unhelpful, offering no solutions to compensate for the $[redacted].81 I lost due to canceled flights and hotel bookings in Dublin. I requested to speak with a manager multiple times, but was told it was not possible. After repeatedly being told "I can't answer that," I requested to escalate the issue to a manager, only to have the representative abruptly hang up on me after 3 hours and 4 minutes on the call. This level of customer service is unacceptable. I am eager to discuss this matter further and find a resolution.

I missed my flight because my plane was rerouted to Dublin instead of my original destination, Shannon, resulting in unexpected security checks. Despite being assured I would make my connection in time, I was stopped for an additional search. Upon reaching the gate, the captain refused to let me and my son board. When directed to collect my luggage, it was missing. After waiting for a Norwegian representative for an hour, a Sky employee found no trace of my belongings. Stranded with my young child, I sought help from Sky customer service, only to be advised to contact Norwegian. Despite their heavy call volume, Norwegian's automated system hung up on me, leaving me frustrated and stranded.

On August 1, [redacted], I booked a Lowfare flight with Norwegian Air for my daughter from Gatwick to Los Angeles. I accidentally booked the 10 am instead of the 12.50 flight. This mistake occurred because I couldn't access a timetable and it seemed like there was only one flight a day at 12.50. When I tried to change the flight within 24 hours, the charge for the first flight was canceled but the second ticket was bumped up to premium without clear notice, resulting in an unexpected invoice for [redacted].90 stg. I contacted Norwegian but was unsuccessful in getting a refund for the extra charge. Despite explaining the error and my financial situation as a pensioner with a student child, they declined to refund the additional amount. I feel unfairly charged for a one-way flight that I thought could be changed for free within 24 hours. I'm considering seeking advice from consumer protection agencies or a solicitor. Any guidance would be appreciated. Thank you, R. Molloy

On the *st of August, I booked a Lowfare flight for my daughter from Gatwick to Los Angeles with Norwegian Air for the **th of December. I accidentally booked the ** am instead of the desired **.** flight time due to difficulty accessing the timetable. Booking a connecting Ryanair flight from Dublin to Gatwick, I later realized my mistake and attempted to rectify it within the **-hour free change policy. Unfortunately, during the change, the flight was inexplicably upgraded to Premium, resulting in an unexpected invoice for over ***.** stg. Despite expecting a similar charge to the original booking, I was surprised by the sudden increase. Following failed attempts to resolve the issue with Norwegian Air and my credit card company, I seek advice on potential recourse, considering the excessive charges incurred. Desiring a refund for the unauthorized additional cost due to a seemingly technical glitch during the flight time change process. Thank you for any guidance on how to address this matter. Sincerely, R. Molloy

Yesterday, I was at Austin Bergstrom airport to catch my flight with Norwegian Air to London. Unfortunately, upon arrival at 3:10 p.m., well before the 4:20 p.m. departure time of flight DI7182, I found the Norwegian Air desk unattended and no self-service kiosk available. Despite trying to reach out to customer service, security, TSA, and paging for assistance, I was unable to check in for my flight, as the desk closed prematurely without warning at 3:20 p.m. This led to missing my flight, disrupting my travel plans to see my sick aunt, and potentially affecting my return flight. I have evidence, including a photo of the timestamped Parking garage pass, a snapshot of my early online check-in, and a flightaware.com screenshot to support my case. I kindly request to be rebooked on the Thursday afternoon Austin to London flight. Your prompt attention to this matter is greatly appreciated as this trip is important to me. Thank you for your assistance.

I have a flight booked from Newark to Rome on 9/12/19. Recently, I received an email informing me that the flight service provider has been changed to Euro Atlantic Airlines, with a different aircraft. My concern is that the premium seats I had originally booked are no longer available. This change has occurred close to the departure date, and I am worried about the seating arrangement. Euro Atlantic Airlines' reputation is not reassuring. I was told the aircraft would be a Boeing [redacted], but I found out that this model does not exist. Can you please clarify the type of aircraft and the available seating options for my flight? I am returning to the U.S. on 9/20/19 and I hope to avoid any further surprises. Could you confirm if there are multiple classes of seating offered on this flight? I appreciate a prompt response. Thank you.

I am seeking confirmation of the delay of Norwegian Air UK flight DI7044 from Miami to LGW on July 25, [redacted], which caused us to miss our connecting flight to Amsterdam. We incurred expenses for hotels and local transportation. We have filed a claim with our travel insurance and need a confirmation from the airline. I contacted your phone support yesterday but did not receive the needed assistance. Can you please promptly send me a confirmation of the delay? Our booking through Kiwi.com is [redacted]5. Thank you for your help. - M.Q. Taherian - E.G. Taherian Phone: [redacted]

I was billed $90 for transporting a suitcase. Despite being a frequent traveler with Norwegian, I was unexpectedly charged this fee at Barcelona airport-El Prat on August 2, [redacted] during my direct flight from BCN to LAX. This was a departure from my previous experiences with Norwegian at LAX and BCN. I am seeking a refund for this charge as the policies at BCN seemed to differ from prior flights. There was an issue with the self-checking kiosks not functioning for passengers headed to LAX, causing inconvenience and potential missed flights according to airport security. Fortunately, I was able to navigate the situation by visiting different desks and waiting in various lines to obtain my boarding pass.

Norwegian Air changed our flight from DY7194 EWR - FCO to DY70214 JFK- FCO. It is inconvenient to arrange transportation from EWR to JFK. We are being asked to use public transportation, pay upfront, keep the receipt for reimbursement, and wait for the refund. Norwegian Air should take responsibility and offer a prepaid voucher for the ES airport shuttle from EWR to JFK for better customer service. Sincerely, James & Barbara L. PSGB27 Oct. 8, [redacted] at 7:37 PM CST

I purchased two 1st class (premium Flex) round trip tickets, as I usually do, without any previous issues. However, on this flight, the plane only had economy class, and the service was subpar. Despite paying for 1st class, I was cramped, not receiving the amenities promised in the confirmation email. We were not given water until after being in the air for almost 3 hours, and there was no entertainment available. The service announcements were unprofessional, and we were told there was only one bottle of champagne for the entire plane. During a 45-minute circling of the airport, there was no communication from the crew. Upon landing, we had to wait to disembark and received no assistance. This experience was extremely disappointing, especially as a frequent flyer between NY and Paris. I am seeking guidance on how to address these issues. Regards, Mitchell & Jocelyne Altholz [redacted] Ocean Ave, Long Branch, N.J. [redacted] Flight #DY [redacted], Reservation # PS8B2L, CDG Paris, France to JFK New York on September 24, [redacted]

I flew from Rome, Italy, on Sunday, 10/6/19, on flight DY7193, arriving in Newark at 9:30 pm. As a disabled passenger, I left my Red rolling walker at the gate to be stowed on the plane. Upon arrival in Newark, NJ, my walker was missing. An airline agent helped me fill out a claim form, but I did not receive a claim number and have not been contacted since. The walker had a baggage tag #0328DY590384 on it.

My daughter, M.P., traveled from JFK in NYC to Arlanda in Stockholm, Sweden on 10/7/[redacted] with Confirmation #OGM9O2. She is visually impaired and requires wheelchair assistance. I arranged her ticket and paid an additional $[redacted] for an upgrade. At the airport, she was provided a wheelchair and accompanied by a Norwegian Airline representative through security. Upon arrival at the lounge (due to the upgrade), they requested an additional paper not previously provided, resulting in her unable to access the lounge. Despite efforts to have a family member sit with her, it was not permitted. The intent of the upgrade was to offer her a comfortable lounge experience, but she was left unattended at the gate for 3 hours. Given her recent struggles with blindness post-surgery, we kindly request a refund for the upgrade to ensure her safety and comfort during the wait.

Our flight from Boston to Rome on August 18 was canceled without any notification. As a result, we arrived in Rome a full day late, missing out on exploring the city. We were forced to take a taxi to a hotel and book a new flight with another airline, incurring additional expenses amounting to hundreds of dollars. The staff at the counter in Boston were unhelpful and rude, adding to our frustration during this ordeal. The flight was supposed to depart at 11 pm, but we were left stranded. The unexpected expenses also included the cost of a hotel room that was pre-booked in Rome.