Norweigan Air flight cancellation policy discrepency

Pixie09

Hi!


Hoping someone can help.


My friend has just cancelled his flights with Norweigan Air within the specified 24 hours in order to get a full refund but they are disputing the timings


When the flights were booked, they stated that nothing was confirmed until an email was received. An email was received at 12.16pm.


Flights were cancelled at 12.15pm. One minute before the 24 hour deadline.


Norweigan Air are claiming that although the email was sent at 12.16pm, the flights were actually booked at 12.10pm and so no refund is due.


Nowhere in the email does it state that the flights were booked ata 12.10pm, and this fact has been pointed out to Norweigan Air.


He has lost £3600.


Can anyone give any advice? Thank you

Caz3121

they state
For flights to/from U.S. and for flights from Brazil, booked at least one week before departure, full refund within 24 hours of initial purchase. After this time the booking is non-refundable.
I suspect the 12:10 will relate to when the payment was confirmed.
He will be able to reclaim some taxes if he really cannot use the flights. Is the reason for cancelling covered by his travel insurance?

Pixie09

Hi, thank you for your reply.

These flights are from the UK

Even though he rang 4 minutes after cancelling, flights are no longer his.
He has asked for the flights back as they are denying a refund.
He is now without refund or flights.
He cancelled as he was worried passport would not arrive in time

Westin

Pixie09 wrote: »

Hi, thank you for your reply.

These flights are from the UK

Even though he rang 4 minutes after cancelling, flights are no longer his.
He has asked for the flights back as they are denying a refund.
He is now without refund or flights.
He cancelled as he was worried passport would not arrive in time

Then why did he book them in the first place, 24hrs (and 4 minutes) before?

photome

I think leaving it till 23 hours and 59 minutes from the email to cancel the flight is asking for problems.


they are not likely to reinstate the flight as it has been cancelled


as Caz says he may be able to claim some taxes back but the administration fees may not make it worth it

Pixie09

Hi, thank you for your replies. I'm struggling to see how they can say he booked at 12.10pm when the confirmation email was sent at 12.16pm?

No where in the email does it state time booked, so surely his time booked is 12.16pm not 12.10pm?

I agree though, leaving that late in hindsight has caused such a headache. Such a shame....

soolin

Pixie09 wrote: »

Hi, thank you for your replies. I'm struggling to see how they can say he booked at 12.10pm when the confirmation email was sent at 12.16pm?

No where in the email does it state time booked, so surely his time booked is 12.16pm not 12.10pm?

I agree though, leaving that late in hindsight has caused such a headache. Such a shame....

Booked at 12.10 then system chugs through and sends out the confirmation email which is received 4 minutes later. Doesn't seem unreasonable at all to me.

Pixie09

i agree with you totally. But their policy states that no flights are booked until confirmation email has been received. If the email received at 12.16pm serves as his confirmation that the flights were booked, then they were booked at 12.16pm. That would mean that cancelling them at 12.15pm would be within the 24 hours and therefore entitled to a full refund.

soolin

Pixie09 wrote: »

i agree with you totally. But their policy states that no flights are booked until confirmation email has been received. If the email received at 12.16pm serves as his confirmation that the flights were booked, then they were booked at 12.16pm. That would mean that cancelling them at 12.15pm would be within the 24 hours and therefore entitled to a full refund.

If that's what it says then try again, although it is odd wording. Might just be worth actually checking the backing on the email to see when it was written not when it was received.

Pixie09

If written earlier then that would go in their favour, not ours.

If time stamp say, I dunno, 12.12pm then cancelling at 12.15pm the next day would be outside the 24 hours

The problem is that the only correspondence referencing a time is a 12.16pm email.

They claim booking was 12.10pm. Cancelling at 12.15pm the next day, in their eyes, is over 24 hours

soolin

Pixie09 wrote: »

If written earlier then that would go in their favour, not ours.

If time stamp say, I dunno, 12.12pm then cancelling at 12.15pm the next day would be outside the 24 hours

The problem is that the only correspondence referencing a time is a 12.16pm email.

They claim booking was 12.10pm. Cancelling at 12.15pm the next day, in their eyes, is over 24 hours

That was my point, where is the 12.16 time stamp taken from? Looking at an email I received from work today it shows as received by me at 4.10, but I know it took an extra couple of minutes to go through a firewall so was probably actually sent officially a few minutes earlier. Does their wording about cancellation imply the time needs to be when actually received or when it was sent?

Since there is only a minute in dispute it could even be a case of your PC being set slightly later time wise than theirs.