Customer Service Plan

We want to deliver the best experience possible, every time you fly. Our Customer Service Plan for flights to, from and within the U.S. explains how we'll do this.

Lowest fares available

We're committed to offering you the lowest available fares for specific flights. Generally, the lowest fares for any given flight are available through our website, If you don't have a specific flight date or time, we'll suggest a range of different fares for you to choose from.

Keeping you updated

If your flight is delayed, cancelled or diverted by 30 minutes or more, we'll do our best to let you know within 30 minutes after we become aware of the disruption. We'll also provide this information on and through our Contact Centre.

We'll make announcements at the boarding gate area for flights departing from the U.S. Flight display systems will also be updated, provided that we have control over such displays or can provide the information to those who do.

Changes in travel itineraries

We'll keep you updated with any itinerary changes via the telephone number or email address you provided at the time of booking. If your booking was made through an agency, it's the responsibility of the agent to pass on any information that may be provided by us regarding changes.

Lengthy delays on the tarmac

In the event of lengthy tarmac delays at U.S. airports, we'll follow our Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.

Assistance in the event of a cancellation or delay

We strive to make sure that all of our flights depart on schedule, but unfortunately sometimes things don't go to plan.

If your flight is cancelled or delayed, we'll do our utmost to rebook you on our next available flight to your destination. We'll also make sure you're taken care of with food, access to communications and accommodation (if needed) in line with EU regulation 261/2004.

If your cancelled flight is considered to be within our control, you may also be entitled to compensation in line with EU regulation 261/2004.

Assistance for passengers with special needs in the event of a delay

If you have a disability or have requested special assistance, we'll make sure your needs are met during a delayed flight (including during lengthy tarmac delays at U.S airports). We will provide assistance in line with Part 382 of US Department of Transportation regulations and our General Conditions of Carriage.

Delayed baggage

If your baggage doesn't arrive on the same flight as you to or from the U.S, we'll do all we can to locate it and deliver it within 24 hours. We'll reimburse your costs in line with the provisions outlined in the Montreal Convention. We will, of course, also refund any baggage fees charged if your bag is lost.


We'll issue refunds to the credit card used at the time of booking. Cash payments will be reimbursed to a nominated account within 20 days. We'll refund charges for optional services that were unavailable or not provided due to an oversale situation or flight cancellation.


On the very rare occasion we have a shortage of seats on one of our flight, we'll handle all 'bumped' passengers with fairness and consistency in line with Part 250 of US Department of Transport regulations, and our policies and procedures for determining boarding priority.

Other travel policies

All our travel policies, cancellation help, frequent flyer rules and aircraft seating configuration (including restroom availability) are available on and through our Contact Centre.

Share your comments

We’re always interested to hear what we’re doing right and wrong, and how you think we can improve. Every suggestion helps us build you a genuinely better travel experience.

Get in touch with us through our Contact Centre if you'd like to give us some feedback or if you have any concerns. We'll acknowledge within 30 days and a subsequent response will be sent within 60 days of the date received.

We do our best to answer your questions on social media as quickly and as thoroughly as we can, but unfortunately we can't provide a formal response through these channels.

The Customer Relations Department can be contacted online, or by post; Norwegian Air Shuttle ASA, Customer Relations, PO Box 115, 1330 Fornebu, Norway.