Norwegianairlines Reviews 582

Zero customer care.
Norwegian Air lost our bags between Oslo and Ålesund. These things happen, and I can accept that. What I can’t accept is the complete lack of support that followed. There was no representative on the ground to help, and the rep from another airline who stepped in filled out the lost bag claim incorrectly and didn’t even provide us with a reference number.

I submitted my claim two weeks ago and, after hearing nothing, I called for an update. The response? “We can’t say how long it will take to respond.” There’s no one you can actually speak to, no complaint process, and no clarity on compensation. I was told I might only be entitled to 50% reimbursement, or that I could return the clothes I had to buy (why on earth would worn clothes be of use to them?). None of this information is available anywhere, and there is no customer care team to explain it.

It’s absolutely disgraceful. I would strongly advise against flying Norwegian—this airline shows zero regard for its customers once things go wrong.

Norwegian airlines cancelled the first leg of our flight from london to Evenes on 7th July this year. We arrived at our destination over 17 hours later and they lost 3 bags on the way. I have made a claim for the cancellation and lost baggage on 15th July. I have no response from Norwegian and their comms are aweful.

Its now 9 weeks since I made my claim to Norwegian Airlines and I still have no resolution. I have taken to writing daily emails to their CEO Mr Geir Karlsen but still no response!

Just how bad can this company's customer service be??? Unbelievably bad I think.

Great experience! Both the website and the app are excellent and intuitive to begin with - everything felt seamless. Communication was clear throughout. Everyone treated us with warmth and respect.

I fell ill on flight D83522 from Copenhagen to Manchester on Friday 8th August. The two cabin staff were excellent- considerate and caring. I tried to contact the airline directly but sadly got caught in a loop and was unable thank that way. This is to say how I h l appreciated their help.

Awful baggage experience. Booked through an agency (Chase Travel). Needed to add cabin and checked bags. Thought this would be fine because if several pages on Norwegian’s website saying this was possible and stating the fees. Tried to do it through Norwegian’s website and app a few days before the flight and got an error stating I could only add bags by contacting the travel agency directly. So I called Chase Travel and they told me I could only add bags by contacting Norwegian directly. After some research it seemed the only option was to add them at the airport. And oh what a nightmare that was! In addition to being extortionately expensive - 40GBP for one checked bags on a 1h20m flight, and 25GBP for each cabin bag - much higher than the price when adding bags in advance - the payment process was a nightmare and took almost 20 minutes. I paid at the kiosk for a checked bags but got a message stating I’d have to talk to an agent. Then we were told we’d have to talk to a separate counter to add the cabin bags, but it turned out they would have to be checked too. Yet when we got on the plane, the overhead bins were half empty. Paid through the roof for an appalling experience. Vowed never to fly Norwegian ever again.

Appalling customer service. Huge queue just to drop off bag , having checked in and got bag tags. Lack of staff. No sensible management of the situation.
Spoke to staff member who said queue is often even worse, and he’d told Norwegian but they fail to do anything about it.
Spoke to another staff member who said problem “was not too few staff but too many passengers” and that I should think about train another day. In other words, the airline overloads its system and then blames passengers for buying tickets which the airline is (greedily) selling.
I was also told that the problem was that passengers were sticking labels incorrectly on baggage. I saw no evidence that this was a significant problem. In any event, the airline provided absolutely no staff to help when baggage labels were printed out by passengers.
The worst system for baggage drop off I’ve ever experienced.

Appalling lack of assistance and communication from Norwegian Airlines. Had a 10.00am flight so we went to Gatwick the night before so we could be ready for check-in around 7 to 7.30am the following morning. Around 02.40am Norwegian sent a text informing us the 10.00am flight was cancelled. And they were rebooking us on a 21.00pm flight. So we're expected to sit at Gatwick land side ALL day? No Norwegian Airlines staff around. No vouchers for food and drink. A total absence. No way will this airline get any further bookings from us or anyone we know.

I fly with them frequently and never had an issue but today my flight was late from tromso by 15 mins to Oslo and then I waited 25mins!!! To get my bags at the belt before trying to check in for my next flight and they said I missed the chance to check my bags in by 3 mins and now had to wait 5 hours for the next flight which they want me to pay for. I tried to explain to the blonde manager that this was not my fault and she flung my boarding pass at me and told me she no longer was gonna help me as I’m not listening and being aggressive, which I wasn’t. I’ve not slept in 24 hours as I just worked nightshift offshore and just wanna get home and this is how they treat people, I will never book with them again and always go with sas from now on.

Absolutely appalling experience. My flight was cancelled and I arrived over 5 hours late, completely missing an important event. I filed for compensation under EU regulations, which I am legally entitled to and have received no response whatsoever. Multiple emails have gone unanswered, and there is zero communication from customer service.

This level of disregard for customers is unacceptable. Norwegian Airlines is unreliable, unresponsive, and shows no respect for passengers’ time or rights, and an embarrassment to the country. I strongly advise others to think twice before using.

Update: They have refused compensation based on extraordinary circumstances for which they have not provided any details (these should be very specific criteria). No passengers were also not notified at the time of the reason, or subsequently since. This should have been communicated on the app- before people applied for compensation, as this must clearly apply to everyone. I have written to the CEO (Geir Karlsen) and the CAA to appeal. Scam- surprised Norwegian companies operate like this. They are clearly banking on many people just accepting this.

Good flights and decent planes on Budapest to Copenhagen then London BUT, all suitcases left in Copenhagen including those who flew only Copenhagen to London. I was in BLOC hotel Gatwick, told case arrival will be next morning God willing.
Cheery phone call next day, yes we have the case, go to check in at Gatwick and get your case,
But no one to help, sorry no staff, no you cannot get it.
Had meltdown until kind supervisor called Dipa went to fetch case but damaged beyond repair. Had to run to get coach to Wales. Submitted damaged case claim with photos of 150 sterling case.
Now they tell me I cannot claim, my report was not in 7 day window.
Do not expect full value of case but Air Berlin years ago gave me air vouchers for similar situation.
Crazy thing is due to sports injury I checked case I never check in.
Norwegian should offer goodwill vouchers, just 20 sterling for their terrible stress situation when I needed special assistance and NO ONE WOULD GET ME THE BAG in Gatwick. I will avoid this airline.

Booked a flight with a change in Amsterdam
Flight was delayed and missed connection
No assistance a customer helpline that wasn’t answered after 90mins
Had to book hotel and replacement flight
Refused any compensation
Scammers don’t use them

Engine broken. Feels like an airfryer in the cabin

We flew twice in June with Norwegian. First trip we had no problems, Athens to Copenhagen. The staff were excellent, it was a very short flight, ran on time. The second trip was Copenhagen to London. The check in process was a problem. We had tried to book an extra bag prior to going to the airport as we had done some shopping. The flight was booked through Trip.com. When we tried to add a bag online we were directed to Norwegian but we were unable to book a 2nd bag that way either. At the airport we had a long discussion at check in as our bag was 3kg over the limit of 23kg. We said we were happy to buy an extra bag at the online price, which we had tried to do. We were informed that wasn't possible, we needed to do that through trip.com and now we had to pay the at counter price. In the end, and we're not sure why, we checked in one of our cabin bags and he was able to add the 3kg to that bag and we didn't end up having to pay extra. Flight ran on time, staff were excellent, food was good. However on arrival at Gatwick London, our 2 checked bags were missing, along with 4 other passenger's bags. The company that handles their lost luggage, Red Handling Baggage Services at Gatwick told us multiple bags had gone missing that day on a prior flight of Norwegian. Our bags had not left Copenhagen. We had one night and day in London which was marred by missing luggage. Our friend had come from France to spend the short time with us, not only did we have no toiletries or clothes but we had to go back to our accommodation the next afternoon to collect the missing luggage with a window delivery of 2 hours. (We were in an air b&b not a hotel so there was no reception to accept delivery of the bag.) We had checked out of the accommodation in the morning and had to sit at a cafe opposite the apartment for 2 hours waiting. Our day and plans were spoilt. We got our main bag back however the smaller bag remained missing. So one week later back in Australia Norwegian Air have sent the bag back via a different airline and now we are waiting to hear about collection of the bag at Melbourne Airport which includes a couple of hours of travel time plus paying to park there in order to collect the bag. We know luggage goes missing and we appreciate them getting the bag back to us in Australia but I would be very hesitant to book with them again.

NEVER NEVER trust this useless airline ,they may very well cancel your flight incurring you in massive expense and destroy you holiday plans with notification by text (not call) in the middle of the night !!!!!! when you won't see it to cancel a flight a few hours later .They are a disgusting operator who should not have a license ..They've done this before ,you have to wait months to get your money back and they will not pay for your incurred costs . A pathetic airline who almost but sadly didn't go bust.

I have booked three Norwegian airlines flights via Experian and now need to add luggage. Norwegian says I must do this through Experian; Experian have tried but cannot help. Norwegian won't assist because I didn't book directly with them and cut you off if you say otherwise.

I'm currently 31st in the queue trying to speak to someone — having to claim I booked directly just to reach a human being. This is a terrible customer experience and I haven’t even flown yet.

Sort this out — this is not acceptable.

Flight D83646 from CPH to NCE on 31 May was one of the worst travel experiences I've ever had.

The ground staff at the gate were incredibly rude and dismissive. The flight was delayed nearly an hour, and we were left sitting in a sweltering hot cabin with no explanation or assistance.

We were told we could move to the back of the plane to settle our crying baby and were instructed to bring all our cabin luggage with us — only to find out the seats had already been given to another family. We were reseated wherever possible and then scolded by the crew for not having moved all our belongings earlier, even though I had been pressured to carry bags to the rear while the aircraft was already taxiing — something I believe is completely unsafe.

The ordeal ended in a heated argument with a staff member who pushed us off the plane, terrifying our 10-month-old son.

I will never fly with this airline again and will make sure my friends and family know how disgracefully we were treated.

Aiming at providing a customer experience somewhat below Ryan Air is quite ambitious, but Norwegian succeeds. A €20 ‘upgraded meal’ is on par with a respectable airline’s free offering, but without the beverage. You have to buy water separately. Astonishing.

I am never again attempting to book with Norwegian airlines!
I booked a return flight to Copenhagen. They changed the time of my inbound flight bringing it seven hours earlier. They then some weeks later changed the time of my outgoing flight delaying it by 2 hours. As I was only going for a weekend this pretty much ruined my plans.
I was told there were no other flight options.
I requested a refund and had to deal with it through the booking agent- My Trip.
I was informed that I had to cancel my flights in order to request a refund but I could not do this through the website and was stuck in a loop with Norwegian airlines customer services just telling me the same information which didn’t work.
I was then told I had never booked a return flight and they only had details of a one way flight on their system despite me showing them proof of both flights!
I’m absolutely furious as this has proven to be an unbearably frustrating and time intensive experience with absolutely no result! I’m still deep in negotiations.
I’ve been ended up having to book a seperate set of flights through SAS which are £100 more expensive as I’ve had to book them quite last minute due to Norwegians complete incompetence and awful customer service.
Don’t bother booking with them and go straight to a better provider!

Website is very non user friendly. I accidentally cancelled my flights and they would reinstate the flights or refund me the money

I really should have checked the reviews before I booked with this airline. I used to travel with Norwegian to Norway for work years ago and they were a reputable organisation. Now they're the worst type of budget airline. When things go wrong they offer no support at all.

My flight was cancelled in December. . . it was due to fog, so not the airlines fault. I received an SMS as I arrived at the airport advising me that the plane was cancelled. The SMS also said that the airline had been unable to organise alternative accommodation so I should book my own. We were told the same thing by the representative at the check in desks. They also said that someone would be in touch. We booked a hotel at the airport . . we didn't book anything expensive, just booked one of the cheapest hotels that we could find at the airport.

The next morning we hadn't heard from the airline so we went back to the terminal. There where no representatives from Norwegian airlines available (despite all the flights being cancelled the previous day). The app wasn't working properly so we called the help desk a number of times. However the line was so busy that we just kept getting a message saying that they weren't taking any more calls. In the end we had no alternative but to cancel our flight as we were flying to Stavanger and there are only 2 flights a week. The next available flight would have arrived in Stavanger after our return flight home.

Norwegian are refusing to pay for the hotel, because we should have apparently contacted them to rebook on an alternative flight . . . despite being told 3 times to book a hotel and the airline not having any viable way for us to get in touch with them.

Now I have to go through the hassle of raising a dispute with the CAA. Not only did I lose out on my holiday but I've wasted so much time trying to get the money back. What an absolute waste of space this company is.