Terms and Conditions

1. Terms and Conditions

12. Customs clearance  

23. Connections

2. Tickets

13. Check-in and boarding 

24. Connecting flights 

3. Seating

14. Proof of identity 

25. Delays  

4. Cancellation protection

15. Children 

26. Cancellations  

5. Credit card fee

16. Child Seats

27. Denied boarding  

6. Checked baggage

17. Animals 

28. Travelling to the US 

7. Hand baggage

18. Service dogs 

29. Special needs - USA

8. Items left onboard 

19. Special needs 

30. Customer service plan  

9. Oversized baggage

20. Electric wheelchairs 

31. Tarmac delay contingency plan 

10. Restricted items 

21. Pregnant passengers 

32. Optional services and charges  

11. Baggage irregularities 

22. Group reservations 

 


1. Terms and Conditions

All passengers travelling on flights operated by Norwegian accept the airline’s Terms and Conditions and General Conditions of Carriage for the duration of their journey.

Norwegian is subject to Norwegian and international legislation when transporting our customers. These terms are laid down in the Warsaw Conventions of 1929 and 1955, the Montreal Convention of 28 May 1999 and in the Norwegian Aviation Act [Lov om luftfart] of 11 June 1993 with subsequent amendments.

Passengers who book well in advance are advised to re-check their onward/return flight timings between 24 and 72 hours prior to departure.

Norwegian is subject to legislation and regulations in Norway pursuant to civil aviation.

No agent, employee of or representative for Norwegian is authorised to waive claims which are valid in respect of the adopted legislation and articles of association under which the Company operates.

Guidelines and routines may be subject to change without prior notice. We endeavour to ensure that all information on our website is correct and up to date, although Norwegian reserves all rights against any potential loss or damage, direct or indirect, occurring as a result of erroneous information.

Norwegian reserves the right to change flight times. You will be notified of any changes to the time of your flight through the e mail address or phone number you provided at the time of booking.
 
If the time of your flight is changed by more than 60 minutes, you have the option to change your flight free of charge or receive a full refund. 

Read our complete Terms and Conditions (English only). 

Download our complete General Conditions of Carriage (PDF - English only). 


 

2. Tickets

We offer different types of tickets suitable for every traveller. With our different options, you have the ability to choose the ticket that suits your needs. Different conditions apply depending on your destination, ticket/cabin type and for flight and hotel packages.
 
 
Flights within the Nordic countries
(excluding Iceland)
 
  LowFare Flex
Hand
baggage
1 x bag included 1 x bag included
Checked baggage Available for purchase* 1 x bag included
Seat
Reservation
Available for purchase* Included

Changes

Read more about changing your ticket

  • Name, date, time, destination can be changed up to 30 minutes before scheduled departure.
  • The applicable charge (change fee/name change fee) and any difference between the original and new ticket will apply.
  • Name, date, and time  can be changed up to 30 minutes before scheduled departure without any additional charges.
  • The new ticket price may apply to changes to destination and if changing from a direct flight to a connecting flight.

Cancellations

Read more about cancelling your ticket

  • Can be cancelled without charge within 4 hours of making a booking. After 4 hours the ticket is non-refundable.
  • Can be cancelled free of charge.
Payment

Charged upon booking

Charged on departure

 

* Optional extras can be purchased individually or you can choose to purchase our Plus-package at the time of booking which includes our most popular services and save. Services included in our Plus-package will be displayed at the time of booking. The Plus-package cannot be purchased after your booking is made.

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Flights to/from USA and Thailand
(Economy cabin)
 
  LowFare Flex
Hand
baggage
1 x bag included 1 x bag included
Checked baggage Available for purchase* 1 x bag included
Seat
Reservation
Available for purchase* Included - Economy cabin
Meals Available for purchase* Included – Nice&Tasty menu

Changes

Read more about changing your ticket

  • Name, date, time, destination can be changed up to 30 minutes before scheduled departure.
  • The applicable charge (long distance ticket change/name change) and any difference between the original and new ticket will apply.
  • Name, date, and time  can be changed up to 30 minutes before scheduled departure without any additional charges.
  • The difference in fare may apply to changes to destination and if changing from a direct flight to a connecting flight.

Cancellations

Read more about cancelling your ticket

  • Can be cancelled without charge within 4 hours of making a booking. After 4 hours the ticket is non-refundable.
  • Flights to/from USA
    Tickets to/from the US cancelled within 24 hours of purchase will be fully refunded, provided the booking is made at least one week prior to travel. To cancel your ticket and apply for a refund, please phone our Contact Centre.
  • Can be cancelled free of charge.
Payment Charged upon booking Charged upon booking

  

* Optional extras can be purchased individually or you can choose to purchase our Plus-package at the time of booking which includes our most popular services and save. Services included in our Plus-package will be displayed at the time of booking. The Plus-package cannot be purchased after your booking is made.

Amenities: Headphones and blankets may be available for purchase onboard.

 
 
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Flights to/from USA and Thailand  
(Premium cabin)
 
  Premium PremiumFlex
Hand
baggage
1 x bag included 1 x bag included
Checked baggage 1 x bag included 1 x bag included
Seat
Reservation
Included - Premium cabin Included - Premium cabin
Meals Included - Premium menu Included - Premium menu

Changes

Read more about changing your ticket

  • Name, date, time, destination can be changed up to 30 minutes before scheduled departure.
  • The applicable charge (long distance ticket change/name change) and any difference between the original and new ticket will apply.
  • Name, date, and time  can be changed up to 30 minutes before scheduled departure without any additional charges.
  • The difference in fare may apply to changes to destination and if changing from a direct flight to a connecting flight.

Cancellations

Read more about cancelling your ticket

  • Can be cancelled without charge within 4 hours of making a booking. After 4 hours the ticket is non-refundable.
  • Flights to/from USA
    Tickets to/from the US cancelled within 24 hours of purchase will be fully refunded, provided the booking is made at least one week prior to travel. To cancel your ticket and apply for a refund, please phone our Contact Centre.
  • Can be cancelled free of charge.
Payment Charged upon booking Charged upon booking
 
Amenities: Headphones and blankets will be distributed free of charge.
 
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Other international flights          
(Excluding flights within the Nordic countries and flights to/from USA and Thailand)                 
 
  LowFare Flex
Hand
baggage
1 x bag included 1 x bag included
Checked baggage Available for purchase* 1 x bag included
Seat
Reservation
Available for purchase* Included

Changes

Read more about changing your ticket

  • Name, date, time, destination can be changed up to 30 minutes before scheduled departure.
  • The applicable charge (ticket change/name change) and any difference between the original and new ticket will apply.
  • Name, date, and time  can be changed up to 30 minutes before scheduled departure without any additional charges.
  • The difference in fare may apply to changes to destination and if changing from a direct flight to a connecting flight.

Cancellations

Read more about cancelling your ticket

  • Can be cancelled without charge within 4 hours of making a booking. After 4 hours the ticket is non-refundable.
  • Can be cancelled free of charge.
Payment Charged upon booking Charged upon booking

  

* Optional extras can be purchased individually or you can choose to purchase our Plus-package at the time of booking which includes our most popular services and save. Services included in our Plus-package will be displayed at the time of booking. The Plus-package cannot be purchased after your booking is made.

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Making a booking
 
When making a booking, you will be asked to provide your email address and mobile phone number. Please ensure that these details are correct as they are our only means of contact with you.

After completing your reservation your travel information and booking reference will appear on your screen. We will then send you an email containing a PDF file with your travel document and a travel receipt. You can also select to receive a receipt via SMS. This will contain your booking details. Please retain this information for your journey.

The reference number provided is your only confirmation of booking. Norwegian booking references comprise of six characters (letter and numeric). Your booking is not confirmed until you have received your reference number.

  • All tickets are charged per person per one way journey and include all taxes and charges, excluding optional services and charges where applicable.
  • Optional services are charged according to the applicable conditions. All additional charges will be specified in separate transactions.
  • A service charge will apply to all bookings made via our Contact Centre or at the airport.
  • All domestic tickets and service charges for domestic flights include VAT (local VAT rates will apply dependent on country of travel). 
  • All fares are subject to availability.   
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Changing your ticket
 

To change your ticket, log in to "My Reservations" and follow the prompts.

  • You do not have the ability to return to your original booking once the change is made.
  • Credit card details must be provided every time a change is made. 
  • Connecting flights made under the one reservation number, are considered one flight and cannot be split.
  • Cannot upgrade LowFare to Flex or Premium to PremiumFlex.
  • Refunds are not provided even if you change your ticket to a lower price category.
  • A service charge will apply to changes made via our Contact Centre or at the airport.
  • Certain tickets cannot be changed online, and must be changed via our Contact Centre. Norwegian does not guarantee that changes can be made.
  • To change a child ticket to an adult ticket, please phone our Contact Centre. The child ticket will be refunded once you have purchased a new ticket at the fare available for the same flight in the same name.
  • It is not possible to change booked international flights to domestic flights or vice-versa. It is also not possible to change a domestic flight within one country to a domestic flight within another country. Purchases cannot be made between VAT and non-VAT zones.
  • To change the name for one way of a booking with a return flight, please phone our Contact Centre.
  • It is not possible to change your ticket by e-mail.
 
Cabin upgrade
(Flights to/from USA and Thailand)
  • Follow the same steps to upgrade your cabin type.
  • For upgrades from Economy to Premium cabin for the same flight, the difference between the original ticket price and new ticket price will apply.
  • For upgrades from Economy to Premium cabin with any other changes (e.g. name, date/time) the applicable charge (name/long distance change fee) in addition to the difference in fare will apply.
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Cancelling your ticket
 

NOTE: It is not possible to cancel your ticket by e-mail.

LowFare and Premium tickets

You can cancel your booking via My Reservations up to 4 hours after the booking was made. After that time, you must phone our Contact Centre.

You may request a refund for government taxes and charges for unused tickets when cancelling your booking.

Flex and PremiumFlex tickets
You can cancel your booking online up to 30 minutes before departure.
 


 

Booking errors
If you have booked the wrong date/time/destination/name when making your original booking, phone our Contact Centre within 24 hours of making the booking (12 hours if booked less than 24 hours before departure). We will book a new ticket at the available fare and the original ticket will be fully refunded. A refund will not be provided if a new ticket is not booked in accordance with the applicable conditions.

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3. Seating

When you travel with Norwegian you have the option to purchase seat reservation which will allow you to select your preferred seat. If you do not purchase seat reservation, your seat will be allocated at the airport on the day of travel. If you purchase a Flex, Premium or PremiumFlex ticket your seat reservation is included.

Seat reservations may not be available to/from all destinations. This will be visible at the time of booking. If the time of departure is changed or your flight cancelled, we will reserve a new seat for you which you have the ability to change. 

 
 
 
Making a seat reservation
 
Seat reservations can be purchased at the time of booking or up to 25 hours (GMT +1) before departure. To purchase seat reservation after you have made a booking, log in to My Norwegian and follow the prompts. If you have made a booking without a user profile, retrieve your booking via Find Reservation or phone our Contact Centre. You can make as many changes as you like to your seat reservation online without charge (up to 25 hours before departure – GMT +1).
 

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Extra leg room
 

If you wish to reserve a seat with extra leg room, certain conditions apply. All seats with extra leg room are located beside the emergency exits. Safety issues regulated by international laws may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit in a seat near, or adjacent to, an emergency exit. Passengers who are excluded from occupying these seats will be given other available seating on the aircraft.

In extenuating circumstances, we may need to change a passenger seat even though it has been reserved in advance.

 
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Extra seat
 

If you require an extra seat for your comfort or for medical reasons, you must make your reservation via our Contact Centre. To ensure that we meet your needs, we recommend for you to make your booking at least 48 hours prior to departure. The fare available at the time of booking will be charged. Seatbelt extensions are available on request.

 
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4. Cancellation protection

Cancellation protection is an extra protection for you as a passenger. If you or any member of your immediate family fall ill, you can send an original medical certificate, document your family relationship and cancel your ticket up to 30 minutes before departure, and have your entire ticket price refunded.

Cancellation protection can only be ordered online at the time of booking.

Refunds will not be provided against the cost of your cancellation protection

How to cancel

  • Cancel your flight via our Contact Centre at least 30 minutes before departure.

Duration of cancellation protection

  • Cancellation protection applies from the time the purchase is made until half an hour before flight departure. It only applies to the flight that the cancellation protection has been purchased for.

Who is protected

  • Cancellation protection applies to the person or persons stated on the cancellation protection document.

When is cancellation protection valid 

  • Cancellation protection applies if the cancellation has been made up to 30 minutes before the scheduled departure time, and if a valid medical certificate can be produced for the relevant travel date, and when a family relationship is documented.
  • Cancellation protection is only valid when the charge has been paid and a binding order for the flight has been made.
  • The original valid medical certificate and the documented family relationship documentation must be sent to:

    Norwegian
    Att: Refund
    PO Box 115
    NO-1330 Fornebu, Norway.

    Both the valid medical certificate and documented family relationship documentation, must be in either Norwegian or English and must be received no later than one week after cancellation.

Terms and conditions

  • Cancellation protection will only be paid in the case of acute illness or death for you or your immediate family. “Immediate family" is taken to mean: spouse/registered partner, co-habiting partner, children, parents, parents-in-law, siblings and grandparents.

What will we refund

  • Cancellation protection covers the cost of tickets, luggage charges, seat charges and other supplementary products/services associated with the flight that you have purchased from Norwegian.
  • Cancellation protection does not cover supplementary purchases made at any of our partners, such as hotels, car rental, activities, etc.
    NOTE: Cancellation Protection purchased in conjunction with a Norwegian Holidays booking will cover the cost of the package purchased for all passengers in the booking.
  • When we have received the necessary documentation, a refund will be made to the card number that was used when the flight in question was purchased.
  • Cancellation as a result of serious complications which occur before the 36th week of a pregnancy is covered.

What we do not refund

Cancellation protection does not cover cancellations made for the following reasons:

  • Acute deterioration of an existing condition/chronic illness.
  • Examination, treatment and/or admittance to hospital which was planned prior to the flight being booked.
  • Elective surgery or illnesses due to this operation
  • That the reason for your journey falls through.

 

5. Credit card fee

An additional surcharge (1.99% of the total purchase price) will apply to bookings made with a credit card. NOTE: Debit cards and Bank Norwegian visa are exempt from this surcharge.

This charge covers the extra cost associated with credit card bookings.

This is a Norwegian retail outlet. Norwegian tax and duty regulations therefore apply.

Please be advised that credit card companies may charge additional transaction fees. Contact your credit card provider directly for more information.

 

6. Checked baggage

Checked baggage allowances are determined by the type of ticket purchased. Save time and money by booking your checked baggage online.
 
 
 

Checked baggage allowances

 

 Item

LowFare

Flex, Premium, PremiumFlex

1st checked bag
max 20kg

1 x bag
available to purchase

1 x bag included
2nd checked bag
max 20kg
1 x bag
available to purchase
1 x bag
available to purchase

NOTE: Excess baggage charges apply to extra items over the two baggage limit and to any individual item over 20kg. Excess baggage is charged per kilo.

You can purchase excess weight online after you have purchased regular checked baggage or at the airport on the day of travel.

 
 
 

Children/infants

 

Infants (under 2 years) seated on parent’s lap are permitted up to 5 kg of checked baggage (either in the parent's checked baggage or in a separate bag). Normal checked baggage conditions apply for all children/infants who have purchased their own seat.

All children up to 11 years incl. are permitted one car seat and one stroller free of charge in addition to their permitted baggage allowance. We recommend that you always protect your stroller/car seat when you travel. Read more about baggage protection.

 
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Ordering checked baggage
 
Checked baggage can be ordered at the time of booking online and via our Contact Centre. If you want to add checked baggage after you have made a reservation, log in to “My Reservations” and follow the prompts or phone our Contact Centre. You must make this request at least 25 hours prior to departure.

Checked baggage can also be purchased at the airport on the day of travel. Please note that higher charges will apply to checked baggage requested at the airport. All baggage charges are non-refundable.
 
 
 
Size and weight
 
We do not accept individual baggage units weighing more than 32 kg or less than 2kg. We permit a total baggage allowance of 64 kg per person. The weight limit does not apply to electric wheelchairs, musical instruments or animals in the cargo hold.

We accept individual items up to: length 250cm, height 79cm, width 112cm. The total circumference (L+H+W) must not exceed 300 cm.

NOTE: For flights operated by Danish Air Transport, we accept individual items up to: length 190cm, height 143cm, width 70cm. The total circumference (L+H+W) must not exceed 300 cm.
 
 
 
Packing checked baggage
 

We strongly recommend for all baggage to be clearly marked with the passenger’s name and phone number.

All baggage must be packed in such a way that it can withstand normal baggage handling. This means that the item will withstand the impact of coming into contact with other luggage in the baggage system and when loading/unloading the aircraft.

Each passenger is solely responsible for packing their luggage in such a way that the contents cannot be damaged. To the fullest extent permitted under the Montreal Convention, the passenger is liable for any damaged caused to the Carrier due to their baggage, should for example, a bottle containing liquid in their checked in luggage break. Read more about baggage protection. 

Certain items are not accepted for carriage in checked baggage. Read more about restricted items. 

 
Travelling to/from the US – TSA lock
If you wish to lock your baggage when travelling to/from the US, you must use a lock that is approved by US authorities or a TSA lock. We will not cover any damage caused to your baggage if it is forced open during random screening in the US if the baggage is not deemed to have been in the charge of Norwegian.

 
 

 

7. Hand baggage

Many passengers choose to travel with hand baggage, however there are certain conditions that apply.

 
 
Hand baggage allowances
 

You are permitted to carry one item of hand baggage (max 10kg - 55x40x23cm) in addition to one small personal item onboard the aircraft. Your personal item (e.g. small handbag or laptop case) must fit comfortably under the seat in front of you.

NOTE: When travelling to/from Dubai, your hand baggage must not exceed 8kg in total weight.

 
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Infants (under 2 years)
 
Infants under the age of two without their own seat do not have a hand baggage allowance and are only permitted to take onboard food for the journey. There are however restrictions regarding the carriage of liquids onboard. For more information, see restricted items.
 
 
 
Packing hand baggage
 
If you do not adhere to the hand baggage restrictions you will be asked to check in your baggage in accordance with our checked baggage rules. 

In the interest of safety and security, certain items are prohibited for carriage in your hand baggage. Items which may not be permitted onboard, include, but may not be limited to; weapons and replicas of weapons, sharp items, tools, explosives, flammables and chemical substances. Such restrictions are enforced by airport security and may vary depending on where you are travelling.

There are also strict restrictions regarding the carriage of liquids and the use of electronic equipment onboard all flights. Items such as baby food, medicine and tax free may be accepted for carriage onboard beyond these limits. Read more about restricted items.
 
 
 

 

8. Items left onboard

All passengers are responsible for ensuring that they do not leave any items onboard when disembarking the aircraft. If you have left an item onboard, we advise you to contact the lost and found department at the airport.

 

Oslo Gardermoen 
Contact lost and found at the airport.

Copenhagen Kastrup
Items found onboard will be delivered to the police + 45 38 74 88 22.

Items found at the airport, contact lost and found.

Stockholm Arlanda
Items found onboard will be delivered to Nordic Aero. After 24 hours, contact Bagport.

Helsinki-Vantaa
Items found onboard will be delivered to Servisair.

Contact: arrivalservice@servisair.fi eller +358 10 230 4120
Monday to Friday 0900-1300 and 1900-2200. After 2 months, please contact Suomen Löytötavarapalvelu.

 
Items left onboard flights to Oslo Gardermoen and Stockholm Arlanda can be located online.

For all other destinations, please search the relevant airport lost and found information on the web.

 

9. Oversized baggage

Sporting equipment and musical instruments are accepted for carriage in the cargo hold on Norwegian flights in accordance with certain conditions.

NOTE: All passengers travelling with oversized baggage must be checked-in at least one hour before departure.

Bags/cases must only contain the relevant sporting equipment/musical instrument purchased. Excess baggage charges will apply to items over the maximum weight.

 
 
 
Sporting equipment
 

Item

Conditions

Golf and ski equipment/ snowboard
Max 20 kg

Bags/cases must only contain the relevant sporting equipment.

Fishing rods
Max 20 kg

Fishing rods must be packed in suitable hard casing/tube.

Surfboard/ kite/windsurfing equipment
Max 25 kg

Bags/cases must only contain the relevant sporting equipment.

Diving equipment
Max 25 kg

One set of scuba diving equipment is defined as one scuba tank (empty), one scuba regulator, one tank harness, one tank pressure gauge, one mask, two fins, one snorkel, one knife, one spear gun and one safety vest.

Bike 
Max 25 kg 

Limited capacity per flight.

We recommend for all bikes to be packed in protective packaging suitable for the transport of bicycles. Flights departing from London-Gatwick (LGW) and Bangkok (BKK) require that all bicycles are packed in a hard case/box, a bag is not acceptable. Bicycles that are not packaged in a hard case will be rejected. Norwegian does not have hard cases/boxes available for purchase at the airport.

For bikes not packed in a hardshell bike suitcase, the handles must be turned around, pedals must be taken off, other additional parts must be removed or covered and the tyres must be deflated.

NOTE: You must book your bike at least 25 hours before departure. We recommend for you to book your ticket and bike at the same time to ensure available space.

Sporting weapons and ammunition
Max 20 kg

Sporting guns for hunting and competitions are permitted for carriage, but only on the condition that the bolt (or the stock in the case of rifles) is removed and carried separately from the gun itself. Up to five kilos of ammunition may be transported providing this is packed in the unopened, original packaging.

Weapons may only be transported in checked baggage. You must advise check-in personnel if you are travelling with weapons and ammunition.

 
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Musical instruments
 

Item

Conditions

Musical instruments in the cabin

Small musical instruments with maximum dimensions 55x40x23cm can be accepted as hand luggage.

If you wish to transport a musical instrument outside these dimesions (max 140x46x30cm) in the cabin, you must book an extra seat via our Contact Centre. The fare available at the time of booking will be charged. We recommend that you book your ticket and extra seat at the same time at least 48 hours before departure via our Contact Centre to ensure that we have capacity for the item onboard your flight.

Medium size musical instruments
Max 20 kg

Musical instruments with maximum dimensions 90cm x 75cm x 55cm can be booked as regular checked baggage.

Large musical instruments
Max 20 kg

Musical instruments larger than 90cm x 75cm x 55cm must be booked at the airport. The musical instruments charge will apply. 

Double bass: Norwegian accepts two double basses per flight. We recommend that you book your ticket and double bass at the same time at least 48 hours before departure via our Contact Centre to ensure that we have capacity for the item onboard your flight.

NOTE: the maximum weight limit of 32 kg does not apply to musical instruments in this category. An excess baggage charge will still apply to musical instruments over 20 kg.

 
 
 
Ordering oversized baggage
 
Unless otherwise specified, oversized baggage can be ordered at the time of booking online and via our Contact Centre. If you want to add oversized baggage after you have made a reservation, log in to “My Reservations” and follow the prompts or phone our Contact Centre.

The applicable charges must be paid at the time of purchase. All passengers must bring their travel receipt showing proof of the baggage purchased to the airport on the day of travel. Higher rates will apply to oversized baggage ordered at the airport. All baggage charges are non-refundable.

NOTE: Reservations for oversized baggage cannot be made by email.
 
 
 
Size and weight
 
We do not accept individual baggage units that weigh more than 32 kg or less than 2kg. A total baggage allowance of 64 kg per person is permitted. The weight limit does not apply to electric wheelchairs, musical instruments or animals in the cargo hold.

We accept individual items up to: length 250cm, height 79cm, width 112cm. The total circumference (L+H+W) must not exceed 300 cm. The size limit does not apply to a double bass.

NOTE: For flights operated by Danish Air Transport, we accept individual items up to: length 190cm, height 143cm, width 70cm. The total circumference (L+H+W) must not exceed 300 cm.
 
 
 
Packing oversized baggage
 
We strongly recommend for all baggage to be clearly marked with the passenger’s name and phone number.

All oversized baggage must be packed in such a way that it can withstand normal baggage handling. This means that the item will withstand the impact of coming into contact with other luggage in the baggage system and when loading/unloading the aircraft. We recommend all passengers pack their special baggage in a hard case to avoid any potential damage. Read more about baggage protection.
 
 
 

10. Restricted items

Passengers must ensure that their baggage does not contain objects that can damage and/or cause danger to the aircraft, persons or property on board aircraft. All baggage must be packed in accordance with IATA dangerous goods regulations (PDF - English Only). 

NOTE: You are responsible for ensuring that your baggage is properly packed and does not contain any restricted items. Norwegian is not responsible for any baggage/articles which may be confiscated at security checkpoints.

 
 
Restricted items - checked baggage
 

We recommend that passengers do not include the following items in their checked baggage as we have limited liability in the event of loss or damage to your checked baggage as outlined in our General Conditions of Carriage: 

  • Valuable items such as: cash, jewellery, precious stones, computers, game consoles, photo/video cameras and mobile phone,
  • Fragile items (including but are not limited to glass/bottles),
  • Perishable foods,
  • Glasses, sunglasses,
  • Keys,
  • Working Documents,
  • ID papers,
  • Medicine and medical certificates.
 
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Liquids in hand baggage
 
Liquids in hand luggage
A maximum of 1 litre of liquid, creams and gels are permitted in hand luggage. Each item must not exceed 100ml. Liquids, creams and gels must be packed in a separate transparent re-sealable bag must be presented at the security checkpoint.

The following items may be accepted for carriage onboard beyond these limits. Please consult the airport’s website for more information as restrictions may vary.

  • Baby food and baby milk: You may be permitted to bring baby food necessary for the flight onboard in your hand baggage. You must be prepared to taste the food if requested by security personnel.
  • Essential medicines: You are permitted to bring essential medicine for your journey in your hand baggage. We recommend that you bring a supporting documentation from a qualified medical professional (e.g. prescription or medical certificate).
  • Tax free: When purchasing liquids, gels and creams from tax free you must pay careful attention to the restrictions of the destination you are travelling to. Restrictions also apply when travelling on connecting flights.
 
 
 

11. Baggage irregularities

All aircrafts have a maximum cargo limit. Norwegian carries baggage on condition that the total cargo on board does not exceed the aircraft’s maximum permitted weight.

Baggage irregularities must be reported immediately to our handling agent at the airport or within seven days at the latest after arrival. Norwegian’s liability is limited in accordance with the Montreal Convention and we recommend that you contact your insurance company concerning any irregularities with your baggage.

 
 
Delayed baggage
 
When baggage goes missing we do our utmost to find the baggage and forward it to your address. It is important that our representatives at the airport receive your address, telephone number and a description of the missing bags. You will get a receipt of the report (Property Irregularity Report), and you must keep this safe. This contains a reference number for your luggage. Should you wish to claim compensation for reasonable expenses resulting from the delay, or baggage fees if your baggage is lost, this must be attached in its original form within 21 days.

N.B. In the event that your baggage is delayed, we will reimburse reasonable expenses for the purchase of necessities primarily on departure.

If you want to check whether your baggage has arrived at the airport or check the information in the report, you can check these details here. Our agents at the airport will contact you for more information and/or delivery as soon as they have received your baggage. Our representatives at the airport are responsible for looking for the bags, if you wish to contact the airport the number can be found on the report. If our handling agent is not able to assist with your queries, please contact Norwegian’s Baggage Department: +47 2149 0015 - outside Norway or 815 21 815 - within Norway (Monday-Friday 09:00-18:00 CET).

Norwegian uses an international tracing system called World Tracer which connects us with most airlines around the world. If for some reason your baggage isn’t located within 5 days the search will be transferred to the Norwegian Headquarters. We would then need more detailed information about how the baggage looks and its contents for us to expand the search in World Tracer.

Passengers who wish to claim for delayed baggage must inform the Carrier no later than twenty one (21) days after the baggage was made available. All claims must be sent by post and include the original report provided at the airport, original receipts, and your bank account details (IBAN, BIC/swift code, account holder’s name and address). 

Norwegian Air Shuttle
Baggage Department
PO Box 115
1330 Fornebu
Norway
 
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Damaged baggage
 
Norwegian handles its passengers’ baggage with care. All the same, we cannot be held liable for damage sustained from normal wear and tear. In addition, we cannot be held liable for damage to baggage due to the negligence or wrongful act of the passenger.

If your baggage has been damaged during your flight with Norwegian, you must present your travel document, bag tag/tag receipt, and the damaged item to our handling agents at the airport promptly and at the latest, 7 days after arrival. We will create a report and provide information about how your claim will be handled. We do not cover damaged items that are not presented at least 7 days after arrival.

Norwegian has an agreement with all Accent, Morris and City Bag stores in Norway and in Sweden. Bring your travel bag and the damage report from the airport to one of these retailers as they will assist you.

If damage is not covered by the Carrier, the item should nevertheless be reported promptly and at the latest, 7 days after arrival. A damage report will be provided which can be used for a claim with your private travel insurance provider.

All claims must be sent by post and include the original report provided at the airport, documentation on the value/age of the damaged baggage and your bank account details (IBAN, BIC/swift code, account holder’s name and address). 

Norwegian Air Shuttle
Baggage Department
PO Box 115
1330 Fornebu
Norway
 
 
 

12. Customs clearance

If you have purchased a connecting flight with Norwegian (two or more consecutive flights under the one reservation number), in most cases your checked baggage will be transported to your final destination.

If you are travelling from an international flight with an onward connection on a domestic flight, different customs clearance rules apply to the transport of checked baggage. 

  • Norway: You must collect your bag at the first stop in Norway and clear customs.
  • Sweden: You must collect your bag at the first stop in Sweden and clear customs. Different conditions apply when travelling via Stockholm/Arlanda and Gothenburg/Landvetter.
    Stockholm/Arlanda og Gothenburg/Landvetter: Your bag will be transferred onto the domestic flight and customs will be cleared at the final destination in Sweden.
  • Denmark: Your bag will be transferred onto the domestic flight and customs will be cleared at the final destination in Denmark.
  • Finland: Your bag will be transferred onto the domestic flight and customs will be cleared at the final destination in Finland.
 NOTE: If you have purchased two or more consecutive flights intended as a connection (with separate reservation numbers), you will need to collect your luggage before checking in for you next flight.

13. Check-in and boarding

To help make your journey easier, we offer a number of different check-in options. Please have your booking reference/itinerary and your valid form of identification ready when you check in.

 
 
 
Direct to Gate
 

If you are travelling with hand luggage only on a flight within the Nordic countries or on a flight from the Nordic countries into Europe, you can take advantage of our Direct to Gate service. Passengers must adhere to the relevant boarding deadlines. 

NOTE: Direct to Gate is not available for flights to the United Kingdom or for flights from Europe into the Nordic countries. Check-in is compulsory for all other flights. 

 
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Self service kiosks
 
Save time at the airport and check in with one of our self-service kiosks. Check-in, including bag drop must be completed in accordance with our check-in deadlines.
 
 
 
Online check-in
 
Online Check-in is available for most flights within Europe from 24 hours up to one hour before departure. To check in online and access your boarding pass, log in to “My Reservations” and follow the prompts.  You can also check-in via your SMS-ticket or the Norwegian App.  Please bring your boarding pass to the airport.

If you are travelling with checked baggage, bag tags can be printed at the airport check-in kiosks. Bag drop must be completed in accordance with our check-in deadlines.

If you are travelling with hand luggage only, check in online and present your boarding pass at security. Passengers must adhere to the relevant boarding deadlines. 

To change your ticket after you have checked in, phone our Contact Centre.

NOTE: Unaccompanied minors and passengers travelling with animals must check in at the airport.
 
 
 
Check-in deadlines
 
We advise all passengers to check in well before departure. If you arrive after the specified deadline, you may not have the ability to check in and may miss your flight.
 
 

Domestic

International
excl. to/from Dubai, Israel, Thailand & USA

Dubai, Israel, Thailand, USA

Check-in opens

2hrs
prior to departure

2hrs
prior to departure
3hrs
prior to departure

Check-in closes

30 minutes prior to departure

45 minutes prior to departure

1 hour prior to departure

NOTE: We ask passengers with special needs, children travelling alone and passengers who are travelling with pets  and oversized baggage ensure check-in is completed at the check-in counter at least 1 hour prior to the scheduled departure time.

 
 
 
Boarding deadlines
 
To ensure an ontime departure, we ask all passengers to be at the boarding gate as early as possible before the boarding gate closes. If you arrive after the specified deadline, you may be denied boarding. 
 
 

Domestic

Between Nordic countries

All other flights

Boarding closes

20 minutes prior to departure

20 minutes prior to departure

30 minutes prior to departure
 
Ticket Control
As part of the EU/EEA regulations for civil aviation all tickets must be checked before passing through the security checkpoint. You must present a ticket valid for travel on the current date before you are able to pass through the security checkpoint. A valid boarding pass, a travel document with a barcode, an SMS ticket with a 2-D barcode or an electronic ticket on a credit card may all be accepted by security. 
 
 
 

14. Proof of identity

Tickets and flight reservations with Norwegian are personal to the holder and non-transferable from one passenger to another. When travelling with Norwegian you should have the ability to provide a valid form of photo ID upon request. You must also ensure that you obtain the necessary travel documents, including passport and visas for your journey. The name on the ticket must be identical to your form of identification.

Passengers are themselves responsible for obeying all laws, regulations and other provisions of public authorities related to travel in the countries the passengers are flying from, to, or in transit through. The Carrier shall not be liable for any consequences to passengers of their failure to obtain such requisite documents or failure to obey such laws, regulations, requirements or orders.

Norwegian reserves the right to refuse boarding if the passenger does not present a valid form of ID and the necessary travel documents (e.g. passport and/or visas).

 
 
 
Schengen
 

Although immigration controls no longer apply between Schengen countries, the borders may be restored at any time. We therefore recommend that you bring a valid passport or national ID card* as you must have the ability to prove your citizenship if required. NOTE: A valid passport is the only internationally recognised proof of citizenship for Norwegian and Danish citizens.

Citizens of certain countries may be subject to special entry/visa requirements. To establish what documentation is necessary, please contact national authorities (e.g. embassy/consulate).

Such conditions also apply to flights between the Nordic countries.

NOTE: Svalbard is not a member of Schengen, and therefore ID requirements for Non-Schengen countries will apply.

* A national ID card is only issued in certain countries and shows the nationality of the card holder.

 

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Non-Schengen
 

All passengers must present a valid passport as proof of identity. Children must present their own passport. Please be aware that certain destinations have special visa conditions and rules regarding the length of validity remaining on your passport. Some countries also accept a valid National ID card* as a substitute for passports. Please contact the relevant authorities (e.g. embassy/consulate) for further information.

* A national ID card is only issued in certain countries and shows the nationality of the card holder.

 
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ESTA and APIS
 

When travelling to/from the US and UK there are certain regulations regarding mandatory information which you must provide prior your flight. The following information may be used as a guideline for the mandatory information that must be provided.

Advanced Passenger Information (APIS)
US and UK government authorities require that all airlines collect Advanced Passenger Information from all passengers prior to travel. You can register Advanced Passenger Information, via My Reservations.

NOTE: If you are travelling to the US, you are required to provide advanced passenger information within 72 hours prior to departure. If your booking is made less than 72 hours prior to departure, you will be asked to provide this information at the time of booking. Passengers who do not provide the information on time may not be permitted to travel.

You will be asked to provide all, or some of the following information:

  • All names (first, middle and last names) exactly as written in your passport
  • Date of birth
  • Gender
  • Passport number and country of issue
  • Passport expiry date
  • Nationality


Additional information for US flights:

  • Address in the US for the first night’s stay (except for citizens or residents of the US)
  • Redress number (if applicable). The redress number is a reference number issued by the US Department of Homeland Security (DHS) to travellers who have previously experienced difficulties obtaining entry to the US

NOTE: A visa may be required. See information regarding ESTA and the Visa Waiver program below.

Privacy statement
The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area.

TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA website at
www.tsa.gov.

Visa Waiver Program (VWP) and Electronic System Travel Authorisation (ESTA)
The Visa Waiver Program (VWP) allows citizens of countries that are members of the VWP to travel to the US without applying for a specific visa. It is however a requirement of the US Department of Homeland Security for all passengers eligible to travel under the VWP to apply for an Electronic System Travel Authorisation (ESTA).

ESTA applications must be submitted online and approved prior to departure. Most applications are approved immediately, however US government authorities recommend passengers to submit their application at least 72 hours prior to departure.

For updated information regarding the Visa Waiver Program and passport requirements for citizens, please visit the Department of Homeland Security.

VWP requirements:

  • Must be travelling for business, pleasure, transit only
  • Stay in the US for less than 90 days
  • Hold a confirmed return or onward ticket
  • Obtain an ESTA (recommend applications submitted 72 hours prior to departure)

NOTE: If you are not a citizen of a country that is a member of the VWP or do not meet the requirement for the VWP, please contact the US Embassy for information.

Apply for your ESTA here

 
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Children
          

In cases where photo ID is not necessary, we recommend that passengers show birth certificates for infants less than 2 years of age.

When travelling to certain destinations children who are not travelling with both of their parents may need to produce a letter stating that their child is permitted to travel with other adults. Please contact the relevant authorities (e.g. embassy and/or consulate) for further information.

  

Children (Nordic citizens ONLY) travelling between the Nordic countries
Children (under 18 years of age) travelling with their parents or guardian are not required to provide identification when travelling between the Nordic countries. In this instance, any baggage must be checked in under the adult.

 

Other conditions
Children travelling alone must adhere to identification requirements for the destination they are travelling to.

 
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15. Children

Infants under 2 years old 
Infants less than 2 years on the date of their return flight, or single flight if flying one way, travel free of charge on domestic flights if seated on the lap of an accompanying adult. For international flights, infants pay 10% of the adult fare plus any additional airport taxes, where applicable. An adult can travel with up to two infants, but is then required to purchase an additional seat and travel with a baby seat.

The infant discount does not apply to Premium/PremiumFlex tickets. A seat will not be assigned if you purchase an infant ticket. If you wish to have a seat for your infant, you must book your infant as a child.

Children 2 – 11 years old (inclusive)
Children aged 2 years to 11 years (inclusive) on the date of their return flight, or single flight if flying one way, must book as a child. Children in this age group qualify for a child discount and pay 75% of the adult fare (discount does not apply to airport taxes and charges). The child must be accompanied by an adult 16 years of age and over. An unaccompanied minor service is available for children from 5-15 years (inclusive).   

The child discount does not apply to Premium/PremiumFlex tickets.

Children 12 – 15 years old (inclusive)
Children between the age of 12 and 15 years (inclusive) on the date of their return trip may travel alone or order assistance (Unaccompanied Minor service) if specifically requested by the parent or guardian. Children in this age group pay the applicable adult fare.

Passengers aged 16 years or older are considered adults.

Children travelling unaccompanied (UM)
Norwegian offers an Unaccompanied Minor service for children from 5 to 15 years of age (inclusive). For the safety of minors travelling alone, the Unaccompanied Minor service is available to ensure that your child is boarded onto the aircraft, introduced to the flight attendant and turned over to the appropriate person upon arrival at their final destination.

NOTE: We do not accept children travelling as Unaccompanied Minors (UM) to or from Russia, Ukraine, Israel, Kosovo, Bosnia, Serbia, Bulgaria, Turkey, Morocco, United Arab Emirates and Thailand and the United States.

The service is mandatory for children aged 5 to 11 years (inclusive) travelling alone or without an adult (16 years or over) and optional for those aged 12 to 15 years (inclusive). Children under 5 years of age cannot travel alone. Passengers 16 years of age and over are regarded as adults and do not have the ability to utilise this service.

Unaccompanied Minor bookings must be made a minimum of 48 hours before departure via our Contact Centre. An unaccompanied minor charge will apply. Unaccompanied minors aged 5 to 11 years (inclusive) qualify for a child discount and pay 75% of the adult fare (discount does not apply to airport taxes and charges).

At the time of booking a Sender (who will check-in the child) and Receiver (who will collect the child) must be nominated. Valid photographic ID must be presented when checking in and collecting the child. The details on the Sender/Receiver’s ID must match the details in the Unaccompanied Minor booking. The Sender must remain at the airport until the child boards their flight and the aircraft departs the gate. Unaccompanied minors will not be accepted to travel if it is evident before departure that there is a possibility of the flight landing at another airport due to adverse weather conditions or other extraordinary circumstances.

  • UM are not permitted to bring animals in the cabin or in the cargo
  • Children under the age of 5 cannot travel as an UM 
  • Bookings for UM or requests for additional assistance cannot be made by email.
  • UM must check-in at the counter at least 1 hour prior to departure 
  • UM cannot travel on connecting flights

Please download and present the completed unaccompanied minor form at check-in (total 3 pages).

NOTE: Please be advised, we do not accept cash for food and other products purchased onboard many of our flights.

16. Child Seats

Passengers travelling with children may use their own child safety restraint system (CRS) onboard Norwegian flights provided that the restraint systems are certified and marked as such.

There is no charge for the use of a child restraint system, but since the CRS must be attached to a passenger seat, a CHILD ticket must be purchased even for children under the age of 2. As a rule a window seat is the preferred location and the accompanying adult must sit next to the child.

The following CRS are suitable:

1.) Child seats that have been approved by a member state of the Joint Aviation Authorities (JAA), the Federal Aviation Administration (FAA) or Transport Canada for exclusive use in aircraft and are marked accordingly.

2) Child seats that are approved in accordance with safety standard ECE R44/03, 04 or a later version for use in motor vehicles and for children with
reduced mobility.

3) Restraint systems that are approved in accordance with Canadian standard
CMVSS 213 in case of a Child restraint system, or 213.1 in case of an infant
restraint system.

4) That are approved in accordance with US standard FMVSS no.213 for use in motor vehicles and aircraft and that carry a sticker with the following statement in red:

“THIS CHILD RESTRAINT SYSTEM CONFORMS TO ALL APPLICABLE FEDERAL MOTOR VEHICLES SAFETY STANDARDS” and “THIS RESTRAINT IS CERTIFIED FOR USE IN MOTOR VEHICLES AND AIRCRAFT”

5) Seats which carry the TÜV Reinland seal of approval “For use in Aircraft”

6) Aviation – Only approved ACSD

17. Animals

Norwegian accepts live animals (dogs and cats only) for transport in accordance with special conditions. Different charges apply if you wish to transport your pet in the cargo hold or in the cabin. If you are travelling with an animal, you must check in at the check-in counter at least 1 hour before departure.

Norwegian is not responsible for verifying that an animal has the necessary documentation, including vaccination documents, prior to travel through, to or from any country. It is the responsibility of the person who has paid for the pet’s transportation to pay any fines, costs or any other expenses incurred as a result of insufficient documentation being provided.

Norwegian recommends for passengers to contact their veterinarian to ensure that the cat/dog is fit to fly. Norwegian does not have a veterinarian available at the airport or during the flight.

 
 
Animals in the cargo hold
(Flights within Schengen and to/from Svalbard)
 

Norwegian accepts the transport of animals (cats and dogs) in the cargo hold on flights within Schengen and to/from Svalbard only. NOTE: Cats are not accepted for transport to/from Svalbard.

The transport of pets in the cargo hold is limited to 4 animals per flight. Two animals can be transported in the same cage provided that the animals are well acquainted with each other. The animals should be of comparable size with a maximum weight of 14 kg per animal. If the animals do not meet these requirements, they must be transported in separate cages/kennels. Animals (cats and dogs) must be at least 8 weeks old when transported in the cargo hold.

The owner must be aware of the nature of air travel, particularly in relation to weather conditions on days with high/low temperatures, and determine if their animal is fit to travel under such conditions. The airport is generally a noisy environment which can cause stress to the animal. Extremely cold weather can cause periodic restrictions on live animal transport to/from certain destinations.

NOTE: The animal must remain in the kennel/cage from check-in until pick up at the arrivals hall.

Cage/kennel - animal in the cargo hold: The passenger is responsible for arranging the appropriate IATA-approved cat or dog cages/kennels for transportation of their animal. NOTE: steel cages are not accepted on board. The cage/kennel must be of a solid material and be fully waterproof and completely clean. The container must be large enough to allow the animal to stand up, turn round and lay in a natural position. We recommend that the passenger secure the kennel door with zip ties/cable ties before check-in, and ensure that the kennel is not damaged. Damaged kennels will not be accepted for travel.

The container must not exceed the measurements 120x81x84cm (LxWxH). The weight limit of 32 kilos does not apply to transport of animals in cargo (AVIH). The cage/kennel must be clearly marked with the owner’s mobile phone number.

NO WHEELS. If the container has wheels, they should be removed or taped securely so that the kennel/cage cannot roll.

Connecting flights - animal in the cargo hold: Norwegian accepts animals in the cargo hold on connecting flights (domestic only) within Norway (excluding to/from Svalbard) via Oslo Gardermoen, Bergen Flesland and Trondheim Værnes. Transfer time must be a minimum of 1 hour and maximum 2 hours.

Svalbard: Passengers must seek prior approval to transport animals to/from Svalbard. Conditions can be found at: Norwegian Food Safety Authority.

Booking an animal in the cargo hold: Bookings for animals can be made online or via our Contact Centre. When travelling to/from Svalbard, the dog must be booked via the Contact Centre.

To add your animal to an existing booking, log in to "My Reservations" and follow the prompts. Due to limited capacity, we recommend that you book your ticket and animal at the same time, at least 48 hours prior to departure.

NOTE: Bookings for animals cannot be made by e-mail. 

 
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Animals in the cabin
(Domestic flights only - excluding to/from Svalbard)
 
Small animals (cats and dogs) may be carried in the cabin on domestic flights ONLY (excluding to/from Svalbard). We accept one adult animal per passenger, a maximum of two adult animals per flight in separate containers. Up to three small puppies or very small kittens may be booked as one animal and must be transported in the same container in the cabin.

Cage - animal in the cabin: The animal must be carried in an IATA-approved cat or dog basket. The container and pet must not exceed 8kg in total gross weight with maximum dimensions of 43x31x20cm. These measurements apply to hard sided cases/cages. We recommend that passengers use a “Sherpa Bag", which can be purchased from most pet stores. The “Sherpa Bags” are made of flexible materials. Such bags will be accepted provided it can be compressed to fall within the maximum dimensions (43x31x20cm) and the animal can fit comfortably in the bag for the duration of the flight.

Booking an animal in the cabin: Bookings for animals can be made online or via our Contact Centre. To add your animal to an existing booking, log in to "My Reservations" and follow the prompts. Due to limited capacity, we recommend that you book your ticket and animal at the same time, at least 48 hours prior to departure.

NOTE: Bookings for animals cannot be made by e-mail.
 
 
 

18. Service dogs

Service dogs are accepted on the following Norwegian flights at no extra charge:

  • Service dogs or service dogs in training for passengers with special needs are accepted on all Norwegian flights. Emotional support dogs for passengers requiring this assistance will be accepted provided the passenger can show confirmation that the dog is a certified service animal.
  • Police and rescue dogs are accepted for carriage on flights between Schengen countries only. NOTE: Svalbard is not a part of Schengen.

The animal is permitted to travel with the passenger in the cabin and must lie or sit on the floor in front of its owner. The animal must be on duty and easily identified as a service dog (e.g. vest).

To avoid delays, we recommend all passengers travelling with a service dog to check-in counter at least 1 hour before departure.

NOTE: Norwegian is not responsible for verifying that an animal has the necessary documentation, including vaccination documents, prior to travel through, to or from any country. It is the responsibility of the person who has paid for the pet’s transportation to pay any fines, costs or any other expenses incurred as a result of insufficient documentation being provided.

 
Booking a service dog
Bookings for service dogs can be made online or via our Contact Centre. Service dogs travelling to/from Svalbard, USA, UK, Ireland and Thailand or on a connecting flight must be booked via our Contact Centre. Service dogs are not accepted on connecting flights via the UK and Ireland.

To add your service dog to an existing booking, log in to "My Reservations" and follow the prompts. Due to limited capacity, we recommend that you book your ticket service dog at the same time, at least 48 hours prior to departure.

NOTE: Bookings for animals cannot be made by e-mail.

Svalbard: Passengers must seek prior approval to transport animals to/from Svalbard. Conditions can be found at: Norwegian Food Safety Authority

United Kingdom/Ireland: For flights to/from the United Kingdom, and Ireland passengers must make their booking via our Contact Centre. Different regulations apply depending on whether you are entering the UK and Ireland from another EU country, listed non-EU country or another unlisted country. Passengers must follow the applicable regulations according to their route of travel as outlined by UK authorities and Irish authorities.  

19. Special needs

To help ensure that we can meet your requirements for your flight, we ask you to please make your booking with assistance at least 48 hours prior to departure.  If you make your booking after this time, we will do our best to assist. On this page you can find the information you need about the types of services we offer. Please pay careful attention to our terms and conditions and booking requirements.

 

 

 

 

 

 

 
 
 
Booking and check-in requirements
 

Booking: We offer passengers with special needs the ability to book certain services online. Our online tool will show if we have the capacity to meet your requirements for the flight selected. To add a special service request to your existing booking, log in to “My Reservations” and follow the prompts.

NOTE: Special needs requests cannot be made via email.

Check-in:
Passengers with special needs must check in at least 1 hour before departure. This is to ensure that we have the ability to properly handle any mobility aids or medical equipment and to allow adequate time to provide the ideal level of service.

 
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Requirements for travelling without a companion
 

The majority of passengers with reduced mobility can travel without a companion when travelling with Norwegian. To ensure the safety of all passengers, including passengers with special needs, if certain circumstances exist and if it is determine that a companion is essential for the safety of our aircraft and passengers, some passengers must travel with a companion. This is to meet safety requirements in accordance with the applicable regulations and safety guidelines.

In order to travel independently, you must have the ability to perform the following tasks without assistance:

  • Unfasten your seat belt
  • Retrieve and fit your life vest
  • Reach an emergency exit unaided
  • Fit an oxygen mask
  • Understand safety instructions given by the cabin crew (either verbally or visually)

Can I travel without a companion? 

Companion

The companion must be capable of providing the abovementioned assistance during your flight. The companion must be at least 16 years old. Each companion cannot assist more than one passenger and must purchase a regular adult fare.

NOTE: Our crew cannot lift you or assist you in the lavatory or with medication. They can assist in simple preparations for a meal, but cannot feed you.

 
 
 
Mobility and wheelchair assistance
 

Passengers with reduced mobility are permitted to bring two pieces of mobility equipment (an unlimited number of pieces for flights to/from the US) free of charge.

When travelling with your own wheelchair it may not always be possible to bring it to the boarding gate. In cases such as this, we will provide you with a temporary wheelchair at the airport.

Online booking is available for the following assistance. Use this information to determine what type of assistance you should request. NOTE: Passengers travelling with an electric wheelchair must book via our Contact Centre.

  • WCHS – Wheelchair (steps): Assistance for passengers that cannot ascend/descend steps but are able to move to/from the aircraft door to their seat onboard. Wheelchair/assistance is required though the terminal, to/from the aircraft door and up/down steps.
  • WCHR – Wheelchair (ramp): Assistance for passengers that can ascend/descend steps and are able to move to/from the aircraft to their seat onboard, but may have difficulty walking long distances. Wheelchair/assistance is required through the terminal and to/from the aircraft.
  • WCHC – Wheelchair (seat): Assistance for passengers that require a wheelchair through the terminal and to/from their seat on the aircraft. A companion may be necessary.  NOTE: Norwegian requires a 90 minute minimum connection time for passengers (WCHC) travelling on a connecting flight (2 consecutive flights in the same reservation).
 
Electric Wheelchair: Passengers travelling with electric wheelchairs must make their booking via our Contact Centre. We accept electric wheelchairs powered by both dry and wet cell batteries. To ensure that we have the ability to safely and securely load your wheelchair onto the aircraft, please provide the weight and dimensions at the time of booking.

There are no size or weight restrictions for electric wheelchairs when travelling to/from the US. If you intend to travel on a connecting flight within Europe, please inform us at the time of booking.

For all other flights, Norwegian will accept a maximum of two electric wheelchairs per flight operated with 737-300 aircraft and a maximum of five electric wheelchairs per flight operated with 737-800 aircraft. The maximum permitted dimensions for an electric wheelchair are 140 cm (length) x 114 cm (width) x 85 cm (height), with a maximum weight of 200 kg.

Provided airport facilities permit, you will have the ability to take your electric wheelchair to the boarding gate. Passengers travelling with electric wheelchairs must check in 60 minutes at the latest and at the gate 30 minutes at the latest before departure.

NOTE: Norwegian requires a 90 minute minimum connection time for passengers travelling with electric wheelchairs on a connecting flight (2 consecutive flights in the same reservation).
 

Onboard wheelchair for persons with reduced mobility (PRM)
All Norwegian aircraft are equipped with a foldable onboard wheelchair to assist with moving the passenger between their seat and the lavatory. The passenger must be able to move in and out of their wheelchair unassisted or with the assistance of their travel companion. Cabin crew are not able to lift the passenger or assist passengers in the lavatory. This wheelchair is not emergency equipment and cannot be used during an evacuation.

NOTE: Norwegian does not accept stretchers.

 
 
 
Meet and assist
 
We offer this service to passengers with special needs who do not require a wheelchair, but may need assistance through the terminal to the aircraft (e.g. elderly people, passengers on crutches and passengers with special needs). Such assistance must be requested via our Contact Centre at the time of booking.

NOTE: Norwegian does not offer this assistance to passengers travelling with children or excess amounts of luggage. If you require a wheelchair, you must book the appropriate wheelchair service.  
 
 
 
Seating and support harness
 

Norwegian will make all reasonable efforts to accommodate your seating request. Safety issues regulated by international laws may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit in a seat near, or adjacent to an emergency exit.

Special seat / support harness: All passengers must sit upright and strapped in their own seat when they are over 2 years of age. In some cases can we accept that a specially approved child seat (AIC-35/09) is brought onboard to use. This seat can be placed in the ordinary seat in a way that the child can sit leaned back on take-off and landing. This will only be an option for children over 2 years of age that can fit into this special seat.

The Norwegian Civil Aviation Authority has also approved an alternative harness that provides support for the passenger, in addition to the regular seatbelt. The passenger must bring the harness, and the travel companion or carer must know how to use it. For more information, see www.crelling.com.

Aside from these options, a body splint that supports the passenger (especially the head) in a sitting position may be used during the flight. Passengers must bring such apparatuses when they travel if required. Norwegian does not provide special seating equipment/support harnesses.

 
 
 
Vision and hearing impairments
 

We ask passengers with vision and hearing impairments to request assistance at the time of booking to ensure that assistance will be provided. Online booking is available.

NOTE: A companion may be necessary for passengers who are both blind and deaf.

 
 
 
Service dogs
 

Service dogs or service dogs in training for passengers with special needs are accepted on Norwegian flights at no extra charge. Conditions apply.

 
 
 
Allergies
 
Allergic to animals: Passengers allergic to animals can make a request at the time of booking online to ensure that dogs/cats will not be booked onboard their flight. If an animal has already been booked onboard the flight, you will not have the ability to order this special service request.

Nut allergy: If you have a nut allergy we advise you to phone our Contact Centre and inform our cabin crew when boarding your flight. The cabin crew will make an announcement advising the other passengers onboard that products containing nuts will not be sold and should not be consumed. Please be advised, that despite taking the above precautions, we cannot guarantee that traces of nuts will not be found onboard.

Medication: If you require medication for your allergy, this must be brought onboard as we do not carry such supplies. Please be aware that our cabin crew are unable to administer such medication.
 
 
 
Medical conditions and medical equipment
 

Oxygen: If you are aware that you require oxygen onboard your flight, you must bring your own supply, and make this request via our Contact Centre. Each cylinder (including valve and regulator) must not exceed 5kg in total. Cylinders, valves and regulators, where fitted, must be protected from damage. You should advise our check-in agents and cabin crew when travelling with oxygen.

NOTE: Norwegian has oxygen onboard for emergency situations only.

CPAP, POC, ventilator, respirator: Passengers who require the use of a respirator, ventilator, POC or CPAP machine onboard, must make this request via our Contact Centre.

Medical conditions:
If you have a medical condition, we recommend that you inform our cabin crew onboard your flight. Our cabin crew are unable to administer medication or keep your medication cool.

If you are travelling with medication we recommend to pack it in your hand baggage and if possible in its original packaging.

Infectious diseases:
Passengers with infectious diseases are not permitted to travel onboard our flights if we determine that such passenger poses a direct threat to the health and safety of other passengers.  Examples of infectious diseases are chickenpox, rubella, measles or similar. If symptoms of a disease are visible at the time of departure, a medical certificate must be provided. Norwegian retains the right to refuse passengers who cannot provide the necessary documentation. 

 
 
 
Regulations and safety guidelines
 
 
 
 
Information for passengers travelling to/from USA
 

For all flights to/from a US destination, Norwegian complies with all regulations contained in US DOT 14 CFR Part 382. The United States Department of Transportation's (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to Norwegian flights operating to and from the US. The following information may be of assistance if you have a complaint or concern regarding discrimination, accommodations or services in respect of a passenger with a disability.

Complaint Resolution Official (CRO)

If you encounter problems during your flight with Norwegian, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO). Our CRO’s are specially trained in awareness and sensitivity as well as in all the applicable regulations and legislation. They will be happy to answer your questions.

US DOT 14 CFR Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel
Recent amendments to 14 CFR Part 382 introduced by the United States Department of Transportation's Final Ruling on Non Discrimination on the Basis of Disability in Air Travel are applicable to foreign carriers operating flights to and from the United States. You can access a copy of US DOT 14 CFR Part 382 via:

  • Airport: A full copy of this ruling is available on request at our airports servicing the US.
  • Telephone: For calls made from within the United States by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at (+1) 1-800-778-4838  1-800-778-4838  (voice) or (+1) 1-800-455-9880  1-800-455-9880 (TTY).
  • TTY: By telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220  (+1) 202-366-2220 (voice) or (+1) 202-366-0511  (+1) 202-366-0511 (TTY).
  • Post: By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
 
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20. Electric wheelchairs

Information for passengers with special needs travelling to/from the US (English only) >>

Norwegian will accept a maximum of two electric wheelchairs per flight operated with 737-300 aircraft and a maximum of five electric wheelchairs per flight operated with 737-800 aircraft. The maximum permitted dimensions for an electric wheelchair are 140 cm (length) x 114 cm (width) x 85 cm (height), with a maximum weight of 200 kg. We accept electric wheelchairs powered by both dry and wet cell batteries.

Provided airport facilities permit, you will have the ability to take your electric wheelchair to the boarding gate. Passengers travelling with electric wheelchairs must check in 60 minutes at the latest and at the gate 30 minutes at the latest before departure.

NOTE: Norwegian requires a 90 minute minimum connection time for passengers travelling with electric wheelchairs on a connecting flight (2 consecutive flights in the same reservation).

21. Pregnant passengers

Many women choose to fly during their pregnancy, but there are certain restrictions that you must consider when making a booking.

Comments

Up to 4 weeks before due date

(0-36 weeks)

You can fly with Norwegian without presenting a medical certificate. If you have any concerns, please seek advice from your doctor.

4 to 2 weeks before due date

(36-38 weeks)

The flight must not exceed 4 hours.

A medical certificate is required confirming that the pregnancy is normal and that you are fit enough to fly. It is recommended that you have your medical certificate available at all times during the flight.

Less than 2 weeks before due date

(38 + weeks)

Pregnant passengers cannot travel. 

If you have any questions, please phone our Contact Centre.

NOTE: A normal pregnancy is 40 weeks.

22. Group reservations

Group bookings can be made when a minimum of 10 passengers are travelling together on the same flight.

Group rates are slightly higher than individual prices however, the rules attached to group bookings offer greater flexibility including payment options and name reporting. For small groups (10-15 people) where price is more important than flexibility, it is advisable to book individual tickets online (maximum 9 people per booking). We cannot guarantee the same price for everyone.

Norwegian group bookings are available for flights only. For hotel reservations, or flight + hotel, please contact one of our partners – see the link on our website or contact your travel agent.

Complete your group booking request here.

Different conditions apply depending on the type of group booking:

 
 

Group reservations

All flights excluding to/from USA and Thailand

 

Group bookings can be made when a minimum of 10 passengers are travelling together on the same flight.

Group booking requests made more than 30 days prior to departure will be given an offer from Norwegian valid for 7 days. If the group booking is made less than 30 days prior to departure, the offer will be valid for 48 hours, and total payment must be paid by credit card within 24 hours after confirmation.

 
Deposit

Deposit of 20 % of the ticket price (including taxes) will be invoiced 14 days after confirmation. The deposit must be paid in one transaction and is non-refundable upon the cancellation of the entire group booking.

 

Rest balance
Rest balance will be invoiced 29 days prior to departure.

 

Exceptions
For group booking requests made less than 45 days prior to departure, no deposit will occur. The total payment will be invoiced 29 days prior to departure.

For group bookings made less than 30 days before departure, the total payment must be paid by credit card at the latest 24 hours after confirmation. 

 

Payment information
Payment can be made by credit card or invoice. Credit card payments will be charged per person per leg.

Credit card fees are not charged for group bookings.

Changes to the current payment conditions may occur. Any changes will be outlined in the offer sent.

Please note that overdue payment will incur a fee per reminder sent.

It is not possible to reduce or cancel the reservation after the restbalance is billed.

 

Cancellations/reductions
Bookings can be reduced by up to 10% per flight without loss of deposit. The reduction must be made at least 31 days before departure.

Reductions of more than 10% are not entitled to a refund of the deposit paid. The group must still be at least 10 people after the reduction. The deposit is non-refundable upon cancelling the whole group booking.

All reductions must be submitted in writing by responding to the mail/case number applicable to the group booking.

The rest balance is non-refundable.

 

Connecting flights
Passengers are permitted to travel on connecting flights from different domestic destinations. Passengers travelling on a connecting flight from the same destination must be booked on the same flight. A maximum 24 hour layover is permitted on the outbound and return journey.

Connecting flights booked less than 31 days prior to departure will be charged by credit card. Booking of connecting flights must be done within 5 working days before departure. 

 

Additional tickets
Additional bookings (extra seats) will be priced according to present capacity. Final deadline for any additional booking is 31 days prior departure.

 

Changes
Date and destination changes are not permitted for group bookings.

It is not possible to split individuals from the group in order to travel on other dates/times than the group.

 

Child discount
Child discounts are not available for group bookings.

 

Infants (under 2 years)
Infants less than 2 years on the date of travelling, travel free of charge on domestic flights in Norway, Sweden, Denmark and Finland.

For international flights the fare is 10% of the adult fare excluding any additional airport taxes. Taxes and fees may be charged for infants travelling to certain destinations.

 

Name report
Passenger names must be added at least 14 days prior to departure. Log in to “My Reservations” with booking reference and the surname of one of the passengers and follow the instructions.

For name changes, please contact the Groups Department via phone during operating hours. Phone: +47 815 11 560 Monday to Friday 09am-6pm.

A mobile phone number for one of the passengers travelling on the group booking must be provided (remember country code). This number will be used to inform of any updates regarding irregularities / route changes.

 

Baggage
The group price includes 2 pieces of checked baggage (max 20 kg per piece) per person. If any piece of luggage weighs more than 20 kg, the extra weight will be charged as excess luggage. Individual baggage units must not exceed 32kg. Excess baggage fees must be paid to our handling agents at the airport.

We accept 1 piece of hand baggage (max 10 kg - 55x40x20cm) per person. NOTE: Maximum 8 kg is accepted on flights to/from Dubai.

 

Oversized baggage
Musical instruments and sporting equipment with maximum dimensions 90cm x 75cm x 55cm can be booked as regular checked baggage.

Due to limited cargo capacity we may be required to forward special baggage on a later flight, even if the baggage fee has been prepaid.

There are no refunds for oversized baggage.

 

Ski and golf equipment
Ski and golf equipment can be pre-booked after name reporting is complete. Log in to “My Reservations” with the booking reference and the surname of one of the passengers and follow the prompts. Bookings can also be made at the airport.

Please bring your travel document with you on the day of travel. This will act as a receipt for your prepaid oversized baggage fee.

 

Musical Instruments
Musical instruments larger than 90cm x 75cm x 55cm must be booked at the airport. The musical instruments charge will apply.  NOTE: the maximum weight limit of 32 kg does not apply to musical instruments in this category. An excess baggage charge will still apply to items over 20 kg.

 

Check- in
Passengers travelling on group bookings may use Norwegian’s check-in kiosks if the itinerary or booking number is available when checking in. Log in to “My Reservations” to obtain travel documents.

 

Passport/Visa
Please be aware that a visa may be required for travel to some destinations. It is the passenger’s responsibility to ensure that they have all the necessary documentation in place to travel. Please contact the relevant authorities (e.g. embassy and/or consulate) for further information.

When travelling to the United Kingdom, passengers must register their passport details before travel. To register passport information online, log in to "My Norwegian" with the booking reference and the surname of one of the passengers and follow the prompts. The passport can also be scanned at the self-service check-in kiosks on the day of travel.

 

Please note we reserve the right to amend flight times. Changes in government taxes and fees may apply.

For more information regarding our terms and conditions, see norwegian.com.

We recommend all passengers bring a copy of their travel document on the day of travel. Log in to “My Norwegian” with the booking reference and a surname of one of the passengers and follow the prompts.

Norwegian wishes you a pleasant flight.

 

Norwegian Group Department
Phone: +47 815 11 560
Opening hours: Monday to Friday 9am to 6pm
Website: www.norwegian.com

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Group reservations
Flights to/from USA and Thailand
 

Group bookings can be made when a minimum of 10 passengers are travelling together.

Group booking requests made more than 60 days prior to departure will be given an offer from Norwegian valid for 7 days. If the group booking is made less than one month prior to departure, the offer will be valid for 48 hours, and total payment is due 24 hours after reservation is made.

 

Deposit
A deposit of 20 % of the ticket price (including taxes) will be invoiced 14 days after the offer is accepted. The deposit must be paid in one transaction and is non-refundable upon the cancellation of the entire group booking.

 

Rest balance
Rest balance will be invoiced 59 days prior to departure.

 

Exceptions
For group booking requests made less than 75 days prior to departure, no deposit will occur. The total payment will be invoiced 59 days prior to departure.

For group bookings made less than 60 days before departure, the total payment  will be invoiced 24 hours after confirmation.

For group bookings made less than 30 days before departure, the total payment must be paid by credit card 24 hours after confirmation. 

 

Payment information
Payment can be made by credit card or invoice. Please note that for credit card payment, deposit will be charged per person per leg.

Credit card fees are not charged for group bookings.

Changes to the current payment conditions may occur. Any changes will be outlined in the offer sent.

Please note that overdue payment will incur a fee per reminder sent.

 

Cancellations/reductions
The group can be reduced by up to 10% per flight without loss of deposit. Requests to reduce the number of passengers must be made at least 61 days before departure.

Reductions more than 10% are not entitled to a refund of the deposit paid. The group must still be at least 10 people after the reduction. The deposit is non-refundable upon cancelling the whole group booking.

All reductions must be submitted in writing by responding to the mail/case number applicable to the group booking.

It is not possible to reduce or cancel the reservation after the restbalance is billed.

 

Connecting flights
Passengers are permitted to travel on connecting flights from different domestic destinations. Passengers travelling on a connecting flight from the same destination must be booked on the same flight. A maximum 24 hour layover is permitted on the outbound and return journey.

Connecting flights booked less than 61 days prior to departure will be charged by credit card. Booking of connecting flights must be done within 10 working days before departure.

 

Additional tickets
Additional bookings (extra seats) will be priced according to present capacity. Additional tickets must be booked before the rest balance is due.

 

Changes
Date and destination changes are not permitted for group bookings.

It is not possible to split individuals from the group in order to travel on other dates/times than the group.

 

Child discount
Child discounts are not available for group bookings.

 

Infants (under 2 years)
Infants travel free of charge on domestic flights in Norway, Sweden, Denmark and Finland. For international flights the fare is 10% of the adult fare excluding any additional airport taxes. Taxes and fees may be charged for infants travelling to certain destinations.

 

Name report
Passenger names must be added at least 30 days prior to departure. Log in to “My Reservations” with booking reference and the surname of one of the passengers and follow the instructions.

Name changes can be made up to 7 days before departure.

For name changes, please contact the Groups Department via phone during operating hours. Phone: +47 815 11 560 Monday to Friday 09am to 6pm.

A mobile phone number for one of the passengers travelling on the group booking must be provided (remember country code). This number will be used to inform of any updates regarding irregularities / route changes.

 

Baggage
The group price includes 2 pieces of checked baggage (max 20 kg per piece) per person. If any piece of luggage weighs more than 20 kg, the extra weight will be charged as excess luggage. Individual baggage units must not exceed 32kg. Excess baggage fees must be paid to our handling agents at the airport.

We accept 1 piece of hand baggage (max 10 kg - 55x40x20cm) per person.

 

Seat reservation
Passengers travelling in a group will automatically be assigned seats together when possible. The seating is assigned in alphabetical order based on the passengers’ last name.

 

Meals
The group price includes Nice&Tasty menu (two meals including wine, beer or mineral water during the meal service).

NOTE: Special meals (e.g. vegetarian meals) must be ordered at least 72 hours before departure by contacting our Group Department via phone or email.

 

Oversized baggage
Musical instruments and sporting equipment with maximum dimensions 90cm x 75cm x 55cm can be booked as regular checked baggage.

There are no refunds for oversized baggage.

Due to limited cargo capacity we may be required to forward special baggage on a later flight, even if the baggage fee has been prepaid.

 

Ski and golf equipment
Ski and golf equipment can be pre-booked after name reporting is complete. Log in to “My Reservations” with the booking reference and the surname of one of the passengers and follow the prompts. Bookings can also be made at the airport.

Please bring your travel document with you on the day of travel. This will act as a receipt for your prepaid oversized baggage fee.

 

Musical Instruments
Musical instruments larger than 90cm x 75cm x 55cm must be booked at the airport. The musical instruments charge will apply.  NOTE: the maximum weight limit of 32 kg does not apply to musical instruments in this category. An excess baggage charge will still apply to items over 20 kg.

 

Check- in
Passengers travelling on group bookings may use Norwegian’s check-in kiosks if the itinerary or booking number is available when checking in. Log in to “My Reservations” to obtain travel documents.

 

Passport/Visa
Please be aware that a visa may be required for travel to some destinations. It is the passenger’s responsibility to ensure that they have all the necessary documentation in place to travel. Please contact the relevant authorities (e.g. embassy and/or consulate) for further information.

When travelling to/from the US there are certain requirements which passengers must adhere to. In particular, the US government has set strict regulations regarding mandatory information which must be provided by passengers prior to their flight to the US at least 72 hours before departure. To register mandatory passenger information, log in to “My Reservations” with the booking number and surname for one of the passengers and follow the prompts.

 

Please note we reserve the right to amend flight times. Changes in government taxes and fees may apply.

For more information regarding our terms and conditions, see norwegian.com
We recommend all passengers bring a copy of their travel document on the day of travel. Log in to “My Norwegian” with the booking reference and a surname of one of the passengers and follow the prompts.

Norwegian wishes you a pleasant flight.

 
Norwegian Group Department
Phone: +47 815 11 560
Opening hours: Monday to Friday 9am to 6pm
Website: www.norwegian.com
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Sport Norwegian
Flights within the Nordic countries only
 

Norwegian offers rates for sporting groups of minimum 10 passengers. The sporting group must be associated with one of the Nordic Confederations of Sports. Sporting group prices only applies within the Nordic countries.

When making a booking:

  • Group name must match the name of the sporting team
  • The agreement code is SPORTDY. If the team has a separate agreement code with Norwegian, this may be used instead.
  • Write SPORT DY in the comment field

Each of the three elements above must be provided to obtain the sport price.

Open the group request form here.

 

Sport Norwegian booking conditions
Additional bookings will be considered will be considered a new booking and the available ticket price will apply.

The offer from Norwegian is valid for 7 days.

 

Changes
Date changes are permitted free of charge if the sporting event is moved/canceled, provided the entire group booking is changed. Changes outside these conditions will be permitted for a fee of NOK 300 per person, per one way. All changes are subject to availability. For changes contact Norwegian Group Department.

 

Reduction
The group can be reduced up to 10% up until departure. The group must be at least 10 people after the reduction. The seats must be confirmed as cancelled prior to departure, and Norwegian must be contacted for a refund.

 

Refund
A full refund is permitted if the entire group booking is cancelled up to 7 days prior to departure. If the event is cancelled, a full refund will be issued up to departure, provided documentation can be provided.

 

Child discount
Child discount does not apply to group bookings.

 

Deposit
No deposit required for Sport Norwegian bookings.

 
Payment
The total amount must be paid in one transaction at least 30 days before departure.
 

Payment Information
Payments may be made by credit card or bank transfer. A credit card fee will apply per person per segment.

 

Name
Passenger names must be added no later than one day before departure. Log in to “My Reservations” with the booking reference and the surname for one of the passengers and follow the prompts.

A one-time code will be sent to the email address registered at the time of booking which will enable the names to be registered. It is therefore important that the email address provided at the time of booking is correct.

Name changes are permitted free of charge up to 3 hours before departure. Log in to “My Reservations” to make a name change.

A mobile phone number for one of the passengers travelling on the group booking must be provided (remember country code). This number will be used to inform of any updates regarding irregularities / route changes.

 

Baggage
The Sport Norwegian group price includes 2 pieces of checked baggage (max 20 kg per piece) in addition to 1 piece of sports equipment (up to 15 kg per bag) per person. If any piece of luggage weighs more than 20 kg, the extra weight will be charged as excess luggage. Individual baggage units must not exceed 32kg. Excess baggage fees must be paid to our handling agents at the airport.

We accept 1 piece of hand baggage (max 10 kg - 55x40x20cm) per person.

 

Check in
Sporting groups can use Norwegian’s check-in kiosks if the itinerary or booking number is available when checking in. Log in to “My Reservations” to obtain travel documents. 

 

Please note we reserve the right to amend flight times. Changes in government taxes and fees may apply.

Norwegian wishes you a pleasant flight.

 

Norwegian Group Department
Phone: +47 815 11 560
Opening hours: Monday to Friday 9am to 6pm

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23. Connections

 



Connecting flights (one reservation)

Norwegian’s connecting flights (2 consecutive flights under the one reservation) are only available to certain destinations. A service charge will apply.

If you have booked a connecting flight, in most cases your checked baggage will be transported to your final destination. If you are travelling from an international flight with an onward connection on a domestic flight, different customs clearance conditions apply to the transport of checked baggage.

If you have purchased a connecting flight with a scheduled overnight stop, you must collect your luggage and check in again the following day. Norwegian is not responsible for any costs in relation to a scheduled overnight stop.

When purchasing a connecting flight we will ensure that you are transferred to the next available Norwegian service to your final destination if your original flight is delayed. You will also be offered food and overnight accommodation if necessary. This offer applies even if the reason for the delay is outside Norwegian`s control, such as adverse weather.

NOTE: We require a 90 minute minimum connection time for passengers with electric wheelchairs and immobile passengers travelling on a connecting flight (2 consecutive flights in the same reservation). Norwegian does not sell connecting flights for children traveling alone. You cannot request to change two separate tickets to a connecting flight after the booking is made.

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Connections with Norwegian (separate reservations)

If you choose to purchase consecutive flights under separate reservations (intended as a connection), we require a transit time of at least 120 minutes.

If you do leave a gap of at least 120 minutes between arrival and new departure and miss your connecting flight because of circumstances for which Norwegian can be held responsible, contact our Customer Centre and we will do our utmost to book you a seat on a later Norwegian departure on which there are available seats. This is providing there are seats available on the flight in question.

Two consecutive flights (intended as a connection) without 120 minutes transit time, is purchased at your own risk.

NOTE: Norwegian does not generally take responsibility for connecting flights, not even between the airline’s own flights, unless we are liable for compensation in the event of a delay (See Article 10 in Norwegian’s General Conditions of Carriage).

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Connections with alternative carriers or other means of transport

Norwegian is not responsible for onward connections with other airlines or other means of transport unless Norwegian is liable for compensation if passengers miss their connecting flight in accordance with Section 10 in Norwegian’s General Conditions of Carriage.

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24. Connecting flights

25. Delays

Norwegian apologises if your flight has been disrupted. Please use this information to establish what you may be entitled to and to submit a claim.

If your flight is delayed, you will be entitled to assistance in accordance with EU Regulation 261/2004.

If your flight is delayed, and the delay exceeds two hours for flights up to1500 km or three hours for flights between 1500 and 3500 km, you are entitled meals and refreshments in relation to the length of delay, paid hotel expenses if you are offered a flight the next day (including transportation to and from airport and hotel) and two free telephone calls, fax messages or e-mail messages. Meals will not be offered in cases which may cause additional delays.

For delays of 5 hours or more, you have the option to change your flight, and any onward flight with Norwegian, including the return, free of charge. You are also permitted to change the date of travel to a later date within 14 days after original departure, assuming there are seats available. If your reason for travel no longer exists, you are entitled to a full refund, including onward flights on Norwegian and the return journey.

To change your ticket, log in to My Reservations and follow the prompts.

Claim Type
 Claim Form

Refund of unused ticket – delays 5 hours or more
If your flight is delayed for 5 hours or more, and you choose not to travel, you are entitled to a full refund of your unused ticket, including onward flights on Norwegian and the return journey.

Ticket Refund Form

Reimbursement of expenses
If you are entitled to claim for reimbursement of expenses according to EU passenger rights, please complete our Expense Refund Form.

Expense Refund Form

 

NOTE: All claims will be assessed in accordance with the applicable regulations/guidelines. Original receipts must be provided upon request (photocopies not accepted).

Claims can also be submitted by post:

Norwegian Air Shuttle
Customer Relations
PO Box 115
1330 Fornebu
Norway

Lengthy delays on the tarmac – flights from the US
In the event of a lengthy delay on the tarmac in the US, we will ensure that all passengers are handled in accordance with our Tarmac Delay Contingency Plan.

26. Cancellations

Norwegian apologises if your flight has been disrupted. Please use this information to establish what you may be entitled to and to submit a claim.

If your flight is cancelled, you will be entitled to assistance in accordance with EU Regulation 261/2004. This is also available at the airport.

Cancellations due to circumstances outside Norwegian’s control

If your flight is cancelled due to extraordinary circumstances such as those described below, Norwegian will do all possible to provide you with an alternative flight at no extra cost. You have the option to change your flight, and any onward flight with Norwegian, including the return, free of charge. You are also permitted to change the date of travel to a later date, assuming there are seats available. If your reason for travel no longer exists, you are entitled to a full refund, including onward flights on Norwegian and the return journey.

Circumstances outside Norwegian’s control which could not have been avoided even when all possible measures are taken may include: cancellation due to weather conditions, the result of weather conditions that affected earlier departures, technical problems that occur unexpectedly and are considered a risk to flight safety, strikes or other types of work conflict that cause operational problems, allocated slots due to restrictions by Air Traffic Control, unexpected illness of airline crew and other unforeseen circumstances that represent a safety hazard and are beyond our control.

Cancellation due to circumstances within our control
If your flight is cancelled due to circumstances within our control, such as conditions described below, you are entitled to an alternative flight with Norwegian at no extra cost. If you do not want to rebook your flight you are entitled to a full refund of the cost of your cancelled flight, in addition to any onward flights that you have with Norwegian, including your return ticket. You also have the option to choose an alternative routing with Norwegian. You are entitled to meals and refreshments in relation to the length of delay, paid hotel expenses if you are offered a flight the next day (including transportation to and from airport and hotel), two free telephone calls, fax messages or e-mail messages. In addition you are also entitled to compensation which is determined by the length of your original flight (please see below).

Cancellations caused by conditions within our control may include: scheduled flight program changes on commercial reasons, or reasons within the airline’s control, foreseeable technical issues, and staff shortages that should have been foreseen.Compensation according to length of journey:

  • 250 Euro for flights of 1500 km or less
  • 400 Euro for flights between 1500 and 3500 km
  • 600 Euro for flights over 3500 km

 You are not entitled to compensation if:

  • Sufficient information concerning cancellation of your flight has been provided no less than two weeks prior to the scheduled departure of your flight.
  • Information concerning the cancellation of your flight has been provided between two weeks and seven days prior to the original scheduled departure of your flight and you have been offered an alternative route which would enable you to depart a maximum of two  hours earlier than scheduled time of departure of your original flight and arrive at your destination a maximum of four hours later than originally scheduled.
  • Information concerning cancellation of your flight has been provided no more than seven days prior to the original scheduled departure time of your flight and you are offered an alternative route which enables you to depart a maximum one hour earlier than your original scheduled departure time and you arrive at your destination a maximum of two hours later than scheduled.

The compensation you are entitled to may be reduced by 50% if:

  • For flights of less than 1500 km, you are offered an alternative route with a flight that departs earlier than one hour prior to scheduled departure of your original flight, and you arrive at your destination no later than two hours after scheduled time of arrival.
  • For flights between 1500 and 3500 km, you are offered an alternative route with a flight that departs earlier than one hour prior to scheduled departure of your original flight, and you arrive at your destination no later than three hours after your scheduled arrival time.
  • For flights over 3500 km, you are offered an alternative route with a flight that departs earlier than one hour prior to scheduled departure of your original flight, and you arrive at your destination no later than four hours after your scheduled arrival time.

 Claim Type Claim Form

Refund unused ticket
To request a refund for your unused ticket, complete our Ticket Refund Form.

Ticket Refund Form

Claim for expenses
If you are entitled to claim for reimbursement of expenses according to EU passenger rights, please complete our Expense Refund Form.

Expense Refund Form

Compensation
Compensation is only provided if the cancellation is deemed to be within the control of the Carrier. The EU Commission has published guidelines to assist in the definition of extraordinary circumstances. Please read: EU guidelines on extraordinary circumstances.

If you are entitled to claim for compensation according to EU passenger rights, please complete our Expense Refund Form.

Expense Refund Form



NOTE: All claims will be assessed in accordance with the applicable regulations/guidelines. Original receipts must be provided upon request (photocopies not accepted).

Claims can also be submitted by post:
Norwegian Air Shuttle
Customer Relations
PO Box 115
1330 Fornebu
Norway

27. Denied boarding

If your flight is overbooked and you have been denied a reserved seat on your Norwegian flight, you may be entitled to monetary compensation in accordance with the applicable regulations as outlined below.

All flights (excluding flights from the US)

If you are denied boarding we will provide compensation in accordance with EU Regulation 261/2004.

If you were denied boarding outside the US and are entitled to claim for compensation according to EU passenger rights, please complete our Denied Boarding Form.

Flights from the US
If you are denied boarding on a flight from the US, we will provide compensation in accordance with Part 250 of US Department of Transportation regulations.

If you were denied boarding in the US and are entitled to claim for compensation according to Part 250 of US DOT, please complete our Expense Refund Form.

28. Travelling to the US

When travelling to/from the US and UK there are certain regulations regarding mandatory information which you must provide prior your flight. The following information may be used as a guideline for the mandatory information that must be provided.

Advanced Passenger Information (APIS)
US and UK government authorities require that all airlines collect Advanced Passenger Information from all passengers prior to travel. You can register Advanced Passenger Information, via My Reservations.

NOTE: If you are travelling to the US, you are required to provide advanced passenger information within 72 hours prior to departure. If your booking is made less than 72 hours prior to departure, you will be asked to provide this information at the time of booking. Passengers who do not provide the information on time may not be permitted to travel.

You will be asked to provide all, or some of the following information:

  • All names (first, middle and last names) exactly as written in your passport
  • Date of birth
  • Gender
  • Passport number and country of issue
  • Passport expiry date
  • Nationality


Additional information for US flights:

  • Address in the US for the first night’s stay (except for citizens or residents of the US)
  • Redress number (if applicable). The redress number is a reference number issued by the US Department of Homeland Security (DHS) to travellers who have previously experienced difficulties obtaining entry to the US

NOTE: A visa may be required. See information regarding ESTA and the Visa Waiver program below.

Privacy statement
The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area.

TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA website at
www.tsa.gov.

Visa Waiver Program (VWP) and Electronic System Travel Authorisation (ESTA)
The Visa Waiver Program (VWP) allows citizens of countries that are members of the VWP to travel to the US without applying for a specific visa. It is however a requirement of the US Department of Homeland Security for all passengers eligible to travel under the VWP to apply for an Electronic System Travel Authorisation (ESTA).

ESTA applications must be submitted online and approved prior to departure. Most applications are approved immediately, however US government authorities recommend passengers to submit their application at least 72 hours prior to departure.

For updated information regarding the Visa Waiver Program and passport requirements for citizens, please visit the Department of Homeland Security.

VWP requirements:

  • Must be travelling for business, pleasure, transit only
  • Stay in the US for less than 90 days
  • Hold a confirmed return or onward ticket
  • Obtain an ESTA (recommend applications submitted 72 hours prior to departure)

NOTE: If you are not a citizen of a country that is a member of the VWP or do not meet the requirement for the VWP, please contact the US Embassy for information.

Apply for your ESTA here

29. Special needs - USA

To help ensure that we can meet your requirements for your flight, we ask you to please make your booking with assistance at least 48 hours prior to departure.  If you make your booking after this time, we will do our best to assist. On this page you can find the information you need about the types of services we offer. Please pay careful attention to our terms and conditions and booking requirements.

To ensure that we have the ability to properly handle any mobility aids or medical equipment and to allow adequate time to provide the ideal level of service, we recommend that all passengers with special needs check in at least 1 hour before departure.

Can I travel without a companion? 
The majority of passengers with special needs can travel without a companion when travelling with Norwegian. To ensure the safety of all passengers, including passengers with special needs, and to avoid the delay of a possible evacuation, if certain circumstances exist and we determine that a companion is essential for the safety of our aircraft and passengers, some passengers must travel with a companion. This is to meet safety requirements in accordance with the applicable legislations.

If you cannot complete one or more of the following tasks, you must travel with a companion:

  • Lift yourself
  • Unfasten your seat belt
  • Retrieve and fit your life vest
  • Reach an emergency exit unaided
  • Fit an oxygen mask
  • Communicate with cabin crew and understand safety instructions given by the cabin crew (either verbally or visually)

Examples of passengers required to travel with a companion includes, but may not be limited to:

  • Passengers with mental disabilities who are unable to comprehend or respond to safety instructions.
  • Passengers with severe mobility impairments who are unable to physically assist in their own evacuation of the aircraft.
  • Passenger with severe hearing and vision impairments who cannot establish a means of communication with our personnel that is adequate to permit transmission of safety briefings and to enable the passenger to assist in their own evacuation of the aircraft.

Companion
All companions must be capable of providing the necessary assistance during your flight. The companion must be at least 16 years old. Each companion cannot assist more than one passenger and must purchase a regular adult fare.

NOTE: Our crew cannot lift you or assist you in the lavatory or with medication. They can assist in simple preparations for a meal, but cannot feed you.

Online bookings - special needs

We offer passengers with special needs the ability to book certain services online. Our online tool will show if we have the capacity to meet your requirements for the flight selected. To add a special service request to your existing booking, click here. Please note that special needs requests cannot be made via email.

Special needs
Online bookings

Requirements/service provided

WCHC – Wheelchair (seat)

Assistance for passengers that require a wheelchair through the terminal and to/from their seat on the aircraft.  A companion may be necessary. Passengers travelling with an electric wheelchair must book via our Contact Centre – see information below.

WCHS – Wheelchair (steps)

Assistance for passengers that cannot ascend/descend steps but are able to move to/fromthe aircraft door to their seat onboard. Wheelchair/assistance is required through the terminal, to/from the aircraft door and up/down steps.

WCHR – Wheelchair (ramp)

Assistance for passengers that can ascend/descend steps and are able to move to/from the aircraft to their seat onboard, but may have difficulty walking long distances. Wheelchair/assistance is required through the terminal and to/from the aircraft.

Vision/Hearing impairments

Assistance for hearing and visually impaired passengers through the terminal and to/from their seat on the aircraft. A companion may be necessary for passengers who are both blind and deaf.

Service dog in cabin/
cargo hold

Service dogs or service dogs in training for passengers with special needs are accepted on Norwegian flights at no extra charge. Police and rescue dogs are accepted for carriage on flights between Schengen countries only. Conditions apply. For more information, click here.

Allergic to animals

Passengers allergic to animals can ensure that dogs/cats will not be booked onboard their flight. If an animal has already been booked onboard the flight, you will not have the ability to order this special service request.


Travelling with your own wheelchair, mobility aid and/or medical equipment 

Passengers with reduced mobility are permitted to bring two pieces of mobility equipment (an unlimited number of pieces for flights to and from the US) in addition to necessary medical equipment related to their needs free of charge.

When travelling with your own wheelchair or mobility aid it may not always be possible to bring it to the boarding gate. In cases such as this, we will provide you with a temporary wheelchair at the airport.


Electric wheelchair
Passengers travelling with an electric wheelchair must make their booking via our Contact Centre. We accept electric wheelchairs powered by both dry and wet cell batteries. To ensure that we have the ability to safely and securely load your wheelchair onto the aircraft, please provide the weight and dimensions at the time of booking.

Provided airport facilities permit, you will have the ability to take your electric wheelchair to the boarding gate. Passengers travelling with electric wheelchairs must arrive at the boarding gate at least 30 minutes prior to departure.

NOTE: Norwegian requires a 90 minute minimum connection time for passengers travelling with electric wheelchairs on a connecting flight (2 consecutive flights in the same reservation).


Onboard wheelchair for persons with reduced mobility (PRM)

All Norwegian aircraft are equipped with a foldable onboard wheelchair to assist with moving the passenger between their seat and the lavatory. The passenger must be able to move in and out of their wheelchair unassisted or with the assistance of their travel companion. Cabin crew are not able to lift the passenger or assist passengers in the lavatory. This wheelchair is not emergency equipment and cannot be used during an evacuation.


Oxygen
If you are aware that you require oxygen onboard your flight, you must bring your own supply, and make this request via our Contact Centre. Each cylinder (including valve and regulator) must not exceed 5kg in total. Cylinders, valves and regulators, where fitted, must be protected from damage. You should advise our check-in agents and cabin crew when travelling with oxygen.


CPAP, POC, ventilator, respirator
Passengers who require the use of a respirator, ventilator, POC or CPAP machine onboard, must make this request via our Contact Centre.


Meet and assist
We offer this service to passengers with special needs who need assistance through the terminal to the aircraft (e.g. elderly people, passengers on crutches and passengers with medical conditions). If you require a wheelchair, you must book the appropriate wheelchair service. NOTE: Norwegian does not offer this assistance to passengers travelling with children or excess amounts of luggage.


Seating

Norwegian will make all reasonable efforts to accommodate your seating request. Safety issues regulated by international laws may necessitate specific seating arrangements for passengers with reduced mobility. If your mobility is reduced you will not be allowed to sit in a seat near, or adjacent to, an emergency exit.


Special seat / support harness

In general, all passengers must sit upright and strapped in their own seat when they are over 2 years of age. In some cases can we accept that a specially approved child seat (AIC-35/09) is brought onboard to use. This seat can be placed in the ordinary seat in a way that the child can sit leaned back on take-off and landing. This will only be an option for children over 2 years of age that can fit into this special seat.

The Norwegian Civil Aviation Authority has also approved an alternative harness that provides support for the passenger, in addition to the regular seatbelt. The passenger must bring the harness, and the travel companion or carer must know how to use it. For more information, see www.crelling.com . Aside from these options, a body splint that supports the passenger (especially the head) in a sitting position may be used during the flight. Passengers must bring such apparatuses when they travel if required. Norwegian does not provide special seating equipment/support harnesses.


Allergies              

If you have a nut allergy we advise you to phone our Contact Centre and inform our cabin crew when boarding your flight. The cabin crew will make an announcement advising the other passengers onboard that products containing nuts will not be sold and should not be consumed. If you require medication for your allergy, this must be brought onboard as we do not carry such supplies. Please be aware that our cabin crew are unable to administer such medication.

For passengers that are allergic to animals, please see information above.


Infectious diseases

Passengers with infectious diseases are not permitted to travel onboard our flights if we determine that such passenger poses a direct threat to the health and safety of other passengers. Examples of infectious diseases are chickenpox, rubella, measles or similar. If symptoms of a disease are visible at the time of departure, a medical certificate must be provided. Norwegian retains the right to refuse passengers who cannot provide the necessary documentation. 

Norwegian provides its services in accordance with Regulation (EC) 1107/2006 of the European Parliament and of the Council and we adhere to applicable safety regulations published in Regulation (EC) 1899/2006 (EU-OPS) and Act no. 0101 of 11 June 1993 relating to Aviation (Aviation Act) and safety guidelines presented in TGL-44 and by the European Aviation Safety Agency (EASA).


Additional information for passengers with special needs travelling to/from the USA

For all flights to/from a US destination, Norwegian complies with all regulations contained in US DOT 14 CFR Part 382. The United States Department of Transportation's (US DOT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel applies to Norwegian flights operating to and from the US. The following information may be of assistance if you have a complaint or concern regarding discrimination, accommodations or services in respect of a passenger with a disability.


Complaint Resolution Official (CRO)

If you encounter problems during your flight with Norwegian, please feel free to ask any crew member or ground staff for a Complaint Resolution Official (CRO). Our CRO’s are specially trained in awareness and sensitivity as well as in all the applicable regulations and legislation. They will be happy to answer your questions.


US DOT 14 CFR Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel
Recent amendments to 14 CFR Part 382 introduced by the United States Department of Transportation's Final Ruling on Non Discrimination on the Basis of Disability in Air Travel are applicable to foreign carriers operating flights to and from the United States. You can access a copy of US DOT 14 CFR Part 382 via:

  • Airport: A full copy of this ruling is available on request at our airports servicing the US.
  • Telephone: for calls made from within the United States by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at (+1) 1-800-778-4838 (voice) or (+1) 1-800-455-9880 (TTY).
  • TTY: by telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220 (voice) or (+1) 202-366-0511 (TTY).
  • Post: by mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
  • Internet: visit the Aviation Consumer Protection Division's website.

30. 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.

31. Tarmac delay contingency plan

(For flights to/from the US only)


If you experience a lengthy delay on the tarmac in the US, we will ensure that all passengers are handled in accordance with our tarmac delay contingency plan. We have dedicated sufficient resources to implement our tarmac delay contingency plan and our plan has been coordinated with US airport authorities, Customs and Border Protection and the Transport Security Administration at each airport that Norwegian operates to/from, including diversion airports.  

In such event, Norwegian will not permit an aircraft to remain on the tarmac for more than four hours without allowing passengers to disembark. However, if it is established by the pilot that there is a safety or security related reason to prevent passengers from disembarking or if air traffic control should inform that disembarkation would significantly disrupt airport operations, passengers will be asked to remain onboard.

Norwegian will provide adequate food and potable water no more than two hours after the aircraft leaves the gate or touches down, unless the pilot determines that safety or security reasons preclude such service from being provided.

Norwegian will ensure that operable lavatory facilities are available and will provide adequate medical attention, if needed, while the aircraft remains on the tarmac.

Our crew will provide information to passengers regarding the reason for the delay, if known, and updated information regarding the status of the flight beginning 30 minutes after the scheduled departure and every 30 minutes thereafter.  

For aircraft that remain at the gate with the flight door open, Norwegian will inform that you may leave the aircraft and return to the gate or another disembarkation area if such an opportunity exists beginning 30 minutes after the scheduled departure (including revised departure times) and every 30 minutes thereafter.

32. Optional services and charges

Specific information regarding optional services and charges may be obtained at www.norwegian.com, via our Contact Centre, or from one of Norwegian’s authorised agents.