In the very rare event that you are denied boarding on one of our flights due to a shortage of seats, we'll help you out with the following assistance.
How we help you
It’s not common for us to overbook our flights, but on the very rare occasion that there is a shortage of seats, we will firstly call for volunteers willingly to give up their seat, in exchange for compensation to be agreed on with Norwegian.
Rebooking or refund options
We’ll also do all we can to rebook you to your final destination, or if you’d prefer, you can choose to rebook to a later flight to the same destination (including onward and return flights with us) where there are seats available.
If you no longer want to travel, you can get a refund of your unused ticket, including any onward flights and your return journey (provided they're with us).
If we don’t have enough volunteers willing to give up their seat, we may deny you boarding involuntarily. If this happens, you’ll be entitled to a free rebooking or refund, assistance and compensation.
Rebooking or refund options
If you’re involuntarily denied boarding, we’ll do all we can to rebook you to your final destination, or if you’d prefer, you can choose to rebook to a later flight to the same destination (including onward and return flights with us) where there are seats available.
If you not longer want to travel, you can get a refund of your unused ticket, including any onward flights and your return journey (provided they're with us).
While you're waiting
If you’re denied boarding, and you choose to travel on a later departure with us, then you'll be entitled to food and drinks and 2 telephone calls (or other means of contact) while you wait. If it's close to departure, then you may not be entitled to food and drinks if it's likely that you’ll miss your flight.
If you purchase food and drinks, we'll cover reasonable costs provided you didn't receive meal vouchers. Be sure to hold on to the original itemised receipts to submit with your claim. Keep in mind, will not reimburse alcoholic drinks.
Overnight delays
If you’re denied boarding, and we rebook you on a flight to travel the following day, you'll be entitled to:
- Accommodation (if you're unable to reasonably return home)
- Transport to and from the airport and place of accommodation
If you make your own arrangements, we kindly ask you to consider reasonably priced accommodation, and the cheapest transport option available (e.g. airport train or bus). Be sure to keep the original itemised receipts to submit with your claim.
Compensation
When you’re denied boarding, you’ll be entitled to compensation in line with EU Regulation 261/2004. Find out more about your passenger rights.
If you’re travelling from the U.S. you’ll be entitled to compensation according to US DOT part 250.
When you’re denied boarding, you’ll be entitled to compensation in line with the regulation applicable to your journey.
All flights
For all flights, you’ll be entitled to compensation according to EU Regulation 261/2004.
If you were denied boarding, you can submit your claim for compensation online. We'll make sure it's sent directly to our Customer Relations Department for priority handling.