You're currently using the accessible version on a desktop device. Turn off accessibility mode.

EU Regulation 261/2004


When things don’t go to plan, we’ll help you in line with EU regulation 261/2004 – a set of common rules all European airlines follow.

Delayed flight

You're entitled to the rights listed under "Right to care", if you're delayed by:

  1. 2 hours or more for flights of 1500 km or less; or
  2. 3 hours or more for flights within Europe of more than 1500 km and all other flights between 1500 and 3500 km; or
  3. 4 hours or more for flights not listed in (a) or (b) above.

Depending on the length of the delay you may be entitled to the rights listed under 'Right to rebooking or refund'. Depending on the length and reason for your delay, you may also be entitled to compensation as listed under "Right to compensation" and "Right to rebooking or refund".

Cancelled flight

If your flight is cancelled, you are entitled to the rights listed under section 1,2 and 3 in section "What you’re entitled to". You are not entitled to compensation if the reason for the cancellation is due to extraordinary circumstances as listed under "Right to compensation", or if:

• you’re informed of the cancellation at least 2 weeks before the scheduled departure time; or
• you’re informed of the cancellation between 2 weeks and 7 days before the scheduled departure time and you’re offered a rebooking, allowing you to depart no more than 2 hours before the scheduled departure time and reach your final destination less than 4 hours after the scheduled arrival time; or
• you’re informed of the cancellation less than 7 days before the scheduled departure time and are you’re offered a rebooking, allowing you to depart no more than one hour before the scheduled departure time and to reach your final destination less than 2 hours after the scheduled arrival time.

Denied boarding

If you volunteer to give up your seat when a flight is overbooked, you’re entitled to the rights listed under "Right to rebooking and refund", in addition to compensation to be agreed upon between you and Norwegian.

If we don’t have enough volunteers, and you’re involuntarily denied boarding, you’ll be entitled to the rights set out under section 1,2 and 3 in section "What you’re entitled to".

You are not entitled to these rights if there are reasonable grounds to deny boarding such as reasons of health, safety or security, or inadequate travel documents.

Upgrading and downgrading

If you are accommodated in a class lower than that for which the ticket you purchased, you will be reimbursed, within 7 days, according to the following proportion:

• 30% of the price of the ticket for all flights of 1500 kilometers or less;
• 50% of the price of the ticket for all intra-Community flights of more than 1500 kilometers, except flights between the European territory of the Member States, and flights between 1500 and 3500 kilometers;
• 75% of the price of the ticket for all flights not falling under the abovementioned circumstances, including flights between the European territory of the Member States and the French overseas departments.

What you’re entitled to

Right to care

If you’re involuntarily denied boarding, or your flight is cancelled or delayed by a certain length of time (as outlined above), you'll be entitled to:

• meals and refreshments vouchers in reasonable relation to the waiting time, provided it won’t further delay departure of the flight,
• two telephone calls, telex or fax messages or e-mails,
• accommodation in cases where a stay of one or more nights becomes necessary,
• transport between the airport and the place of accommodation.

Right to rebooking or refund

If you’re denied boarding, your flight is cancelled or delayed by 5 hours or more, we will provide you with an alternative flight to your final destination at no extra cost. You’re also permitted to change the date of travel to a later date to your final destination, provided there are seats available.

If you no longer wish to travel, you’re entitled to a full refund within 7 days of the unused ticket, and for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan.

Right to compensation

Compensation will not be payable if the cause for the delay or cancellation is due to extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken. This may include, but may not be limited to, weather conditions, strike action and other work conflict, air traffic control restrictions, security risks and other unforeseen circumstances that represent a safety hazard beyond our control.

If you’re involuntarily denied boarding, or your flight is cancelled or delayed by 3 hours or more on arrival due to reasons within our control, you'll be entitled to the following compensation:

a) €250 for flights of 1500 km or less; or
b) €400 for all flights within EU/EEA of more than 1500 km, and for all other flights between 1500 and 3,500 km; or
c) €600 for flights not listed in (a) or (b) above.

The compensation set out above will be reduced by 50% if we’re able to offer you rebooking on an alternative flight and the arrival time of that flight does not exceed the scheduled arrival time of the flight booked:

a) by 2 hours for flights of 1500 km or less; or
b) by 3 hours for flights within Europe of more than 1500 km, and for all other flights between 1500 and 3500 km; or
c) by 4 hours for flights not listed in (a) or (b) above

Making a claim

If you incur any of the costs outlined above, please keep your original itemised receipts. You can claim for reasonable expenses and compensation via our website — www.norwegian.com.

For contact details for your National Enforcement Body (NEB), please visit europa.eu.

To resolve complaints, you may use the Online Dispute Resolution Platform.

This site requires web browser cookies to be turned on!

You're currently using the accessible version on a desktop device.

You're currently using the desktop version on a mobile device.