Cancelled Flight - Norwegian Refusing To Pay

Ninian_Park_Veteran · 17 January 2017 at 12:12PM

Just prior to Christmas we had arranged to visit Salzburg for a few days for the Christmas markets. There were delays during the day due to fog and cut a long story short our flight was eventually cancelled, one of only a handful on the day. The airline representatives told us it had been cancelled as the latest delay meant the crew were out of hours and therefore could not fly, although they now claiming 'extraordinary circumstances'.

We were promised by their representatives that they would compensate hotel, food and taxi for the night even though they offered no assistance in sourcing any of this. Upon writing to them to claim the reasonable out of pocket expenses (as I had a four hour drive and did not want to undertake after being up all day) they are only agreeing to pay some £25 from the £350 actually spent (summary for four adults). They are stating they don't have to pay because we chose not to travel on the flight following the disruption. As previously stated there was no flight rearranged or alternatives offered.

Following many emails to and from their customer service, I wrote a polite and constructive email to the CEO and didn't even get an acknowledgment. I am now progressing the flight cancellation compensation through a NWNF company, but they wont deal with my out of pocket expenses, which I spent in good faith following the airlines representatives advice.

Where do I stand ??

Thanks

DrA_Harrogate · 17 January 2017 at 1:19PM

Read Vauban's guide (google) to determine what expenses are allowable, then contact your nwnf lawyers to discuss why they will not include these in the claim. NB What you spent, and what is allowable, may not be the same.