Travelling hell experience

Stravinsky

Thought I'd check on here to see if anyone had experience with Norwegian Airlines. Had a flight Gatwick to Oslo which was cancelled at 5 am on the day with an offer to Stockholm four hours later with an onward flight to Oslo same day. Took it as no choice. On arrival Stockholm they had cancelled the Oslo flight also. With no help we had to arrange and pay for our own hotel, locate our missing luggage, and pay for meals. Flight evetually 9 am the following day. I put in a claim for £250 x 4 for the wife and I for the two cancelled flights and for the meal and hotel which was another £200. That was on 13 July and despite one email confirming they received it, they have not responded in any way since. Theres a 1.5 hour wait on their telehone which doesnt even guarantee I get through to someone dealing with claims. All I can do is email them, and they dont reply. Ive read that this may be par for the course with Norwegian and I'm wondering if I should just give up and claim the meal, the hotel I missed staying at in Norway and the Stockholm hotel on my insurance (theyve already been notified but I didnt instigate a claim). Clearly I cant claim for airport compensation from my insurer, but the whole thing resulted in me having to make a 420 km drive the day we got there and I do feel I'm due it as we lost two days of our trip

Humphreyshalfmoon

Very few airlines are going to respond in 15 days, 8 weeks is a reasonable period, so you need patience!

eskbanker

I'm wondering if I should just give up and claim the meal, the hotel I missed staying at in Norway and the Stockholm hotel on my insurance (theyve already been notified but I didnt instigate a claim). Clearly I cant claim for airport compensation from my insurer, but the whole thing resulted in me having to make a 420 km drive the day we got there and I do feel I'm due it as we lost two days of our trip

Insurance payments are based on which specific risks your policy covers you for, rather than what you feel you're due, and will generally exclude settlement of costs that are recoverable from other parties, so it's unlikely to be worth trying to reclaim from your insurer any expenses that the airline is liable for, even if their responsiveness doesn't meet your expectations.

Stravinsky

https://forums.moneysavingexpert.com/discussion/comment/82084608#Comment_82084608

Yes, I realise the 8 week thing, but I'm also aware now of Norwegians past reputation of dragging things out, rejecting claims and not responding to correspondance. I was hoping that they had changed, hence asking for experiences

Stravinsky

https://forums.moneysavingexpert.com/discussion/comment/82084617#Comment_82084617

And if "the other party" ignores their responsibilities?

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82084656#Comment_82084656

In itself that doesn't automatically transfer liability to the insurer, but depending on how your policy is worded, you might be able to sustain a claim if you've already made extensive efforts to recover the costs from the airline (including ADR, court, etc). Does your policy cover unanticipated accommodation and subsistence costs arising from flight cancellations anyway?

Stravinsky

https://forums.moneysavingexpert.com/discussion/comment/82084665#Comment_82084665

Ill read though it carefully …. Norwegian arent mentioned on the ADR site, doesnt show up on the search there. Although AI does say that they are a member of ADR

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82084769#Comment_82084769

ADR is a generic term rather than a specific site - if they're not a member of one of the ADR schemes then you may be able to take your case up with the CAA, although, as above, this is generally only possible after eight weeks have elapsed.