Customer Service Plan

(For flights to, from and within the United States only)

Lowest fare available
We are committed to offering our passengers the lowest available fares for their specific flights.  Generally, the lowest fares for any given flight are available through Norwegian’s website, www.norwegian.com. If you do not have a specific flight date or time, we will provide you with a range of different fares from which to choose from.

Delays, cancellations and diversions
In the event of a delay, cancellation or diversion that is 30 minutes or more, Norwegian will notify passengers within 30 minutes after becoming aware of the disruption. This information will also be provided on www.norwegian.com and will be available via our Contact Centre. Announcements will be made at the boarding gate area for flights departing from the US. Flight display systems will also be updated, provided that Norwegian has control over such displays or can provide the information to the party who controls the display.

Lengthy delays on the tarmac
In the event of lengthy tarmac delays at US airports, Norwegian will act in accordance with its Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.

Accommodating passengers with reduced mobility in the event of a delay
Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at US airports, in accordance with Part 382 of US Department of Transportation regulations and Norwegian’s general conditions of carriage.

Assistance in the event of a cancellation or delay
Whilst we will always strive to ensure that all of our flights depart according to schedule, unfortunately due to the nature of the aviation industry, it is inevitable that delays may occur from time to time. In the event of a cancellation or delay, we will do our utmost to rebook passengers on the next available flight to their destination with Norwegian, and provide other accommodations to mitigate passenger inconveniences in accordance with Regulation (EC) 261/2004. Any compensation or associated costs incurred will be reimbursed in accordance with Regulation (EC) 261/2004.

Baggage delivery
In the event that your baggage does not arrive on your flight to or from the US, Norwegian will make reasonable efforts to ensure that your baggage is promptly delivered within 24 hours. Norwegian will reimburse costs in accordance with the provisions outlined in the Montreal Convention. Norwegian will refund any baggage fees charged if the bag is lost.

Cancelling reservations
Norwegian will provide a refund for flights to and from the US if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at least one week prior to travel.

Refunds
Refunds due will be promptly issued to the credit card used at the time of booking. Cash payments will be reimbursed to a nominated account within 20 days. Fees charged for optional services that were unavailable or not provided due to an over sale situation or flight cancelation will be refunded to the passenger.

Overbooking
In instances where flights are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with Part 250 of US Department of Transport regulations and our policies and procedures for determining boarding priority.

Other travel policies
Norwegian’s travel policies, cancelation policy, frequent flyer rules and aircraft seating configuration, including lavatory availability, are available on www.norwegian.com and via our Contact Centre.

Changes in Travel Itineraries
In the event of a change in itinerary, Norwegian will provide prompt notification of any changes made via the telephone number or email address provided at the time of booking. If the booking was made through an agency, it is the responsibility of the agent to pass on any information that may be provided by Norwegian. 

The Customer Relations Department is available to address any concerns or feedback received. Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. The Customer Relations Department can be contacted online, or by post; Norwegian Air Shuttle ASA, Customer Relations, PO Box 115, 1330 Fornebu, Norway.

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