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.

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