Norwegian - any experiences of getting compensation

Scruffywuffy

Hi, our flight from Oslo to LGW, 5 July was cancelled with no notice.  Screens at check in said to check in, we'd checked in online and our bags were checked all the way through from Svalbard so we only found out when we went through security and the screens there showed it was cancelled.

Norwegian put us on a flight later that day, some 11 hours 25 minutes later so I believe we are due compensation under EU 261.  I filled in the online form on 8 July and have heard nothing since.  I've called twice and their staff are no help whatsoever - acknowledge the refund has been submitted but won't give a timeline, won't give their refunds department contact details, won't provide their supervisors/managers details or let me speak to them - they just kept trotting out the you have to be patient line.

How long is an acceptable timeline and what would next steps be?  I had to issue a claim against TUI some years ago (who having said they would defend, settled) so am comfortable with the LBA, forms etc, but am not sure what next steps would be as they haven't even given a reason for the cancellation.  Customer Services at Oslo just trotted out the technical issues line.  Also not sure re jurisdiction as they are based outside the UK.

eskbanker

I don't believe that a flight to the UK from a non-EU country on a non-EU airline qualifies for compensation under either the UK or EU regulations?

Alan_Bowen

Norway, Switzerland and a couple of other EEA countries follow EU261 as though they were part of the EU, and Norwegian even says it does on its website. However, to expect an airline that effectively closed down, wiped out its debts but didn't refund 38,000 customers holding worthless tickets and then started up again as though nothing had happened, to follow the rules and payout within 14 days, is perhaps expecting a little too much! Technical issues are clearly under the control of the airline and so would qualify for compensation, but getting it may not be easy. they claimed payouts under EU261 under the original business were at least party the cause of their first closure......

macman

You'd have to sue them in Norway, as they're not in the EU, only in the EEA. Good luck with that, unless you're fluent.
At least they haven't actually denied liability.

Scruffywuffy

Thanks all.  Doesn't look like there's a lot I can do but wait and see what happens but not expect anything