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. If check-in baggage is damaged, delayed or lost during transport on a Norwegian flight, Norwegian’s liability is limited to 1,131 SDR (Special Drawing Rights). 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.
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.
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 for the first 5 days. If you wish to contact the airport the number can be found on the report.
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.
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.
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 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). Please send claims to:
Norwegian Air Shuttle
PO Box 115
Prams, children car seats, bicycles, golf equipment, ski or fishing poles, any other sport equipment as well as paintings or delicate items are not articles suitable for air transport. However if need be, Norwegian recommends that these articles are packed in such a way that no damage will occur during transport. Soft packaging material will not be suitable enough for any of the above-mentioned items. We strongly recommend our passengers to draw additional travel insurance for any of the above items. Passengers are responsible for ensuring that their luggage is properly packed.
Norwegian recommends that you always protect your stroller, wheelchair, bike, ski and golf equipment when you travel. Airshells offers the rental of protective packaging so that your goods are protected against damage that may occur during transport. All Norwegian customers are entitled to a 15% discount on the rental of suitable containers with Airshells by entering the discount code DY2012. All services (collections/returns) are offered by the Airshells representatives at the airport. This service is only available from selected airports. For more information about conditions, prices and how to order, please contact Airshells.