Your Norwegian refund is taking forever…
You requested a full refund for flight cancellation, and now you are waiting for response. Maybe you just got a message from the airline refusing the claim, or maybe you haven’t yet heard back. Although all situations are different, there’s one thing you should know. In the EU these things are regulated. And, according to the law, your Norwegian refund should be paid within 7 days from the day of cancellation.
So, what if the process takes longer than anticipated?
“Forever” Waiting on Your Norwegian Refund: Your Action Plan
It’s a given that whenever an airline cancels any flight, they must provide you with a refund.
In the European Union, and Norway, for instance, if Norwegian cancels a flight, they are bound to offer you a choice between a complete refund and a rerouted flight. Remember that there are circumstances where only a refund will be offered, and other times — refund and flight cancellation compensation.
Step 1: Get in Touch with Norwegian
Connect with Norwegian customer service via their website.
Try to reach them via WhatsApp or Messenger.
Except for extraordinary circumstances like a global health crisis, you can expect a response within a week. If you don’t receive any communication from them within a week, drop them a few more messages. Repeat this process every few days until you hear back.
Step 2: Reach Out to Norwegian via Social Media
If you don’t receive a response from Norwegian, take to social media.
If emails and WhatsApp messages for a few weeks yield no positive result, use platforms like Facebook and Twitter to remind Norwegian about the 7-day deadline. Do not hesitate to mention the Regulation (EC) No 261/2004, Article 5, and 8. Rules are the same also in the UK.
Step 3: Refuse Vouchers
Your refund should be credited directly to your bank account.
There’s no obligation on your part to accept Norwegian vouchers .
Step 4: Reach Out to the National Enforcement Body (NEB)
Every EU member state, and UK, has a NEB.
Get in touch with the NEB of the country your flight originates from. For instance, if your flight is from Germany, contact the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If it’s a flight originating outside the EU, contact the NEB of the destination country within the EU. You can find all the contact details of these organizations here.
Although the fourth option is the most effective, it’s also the most time-consuming. Typically, it takes around 2 months for the respective NEB to make a decision. Following that, you need to wait for the payment from Norwegian. To expedite the process, keep following up on Norwegian’s social media pages and other communication channels.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.
Norwegian Refund: When Can You Expect It?
Under EU law, you are entitled to a complete refund if Norwegian cancels your flight.
When a flight is cancelled, Norwegian has to offer you an option between rerouting (a new flight at no additional cost) or a full refund of your ticket. This holds true regardless of the reasons for the cancellation, even under extraordinary circumstances. A refund for the cancelled flight must be processed within seven days.
Any delay on the part of the airline in processing refunds is a violation of EU and UK regulations, and passengers may contemplate further actions.
What If You Are the One Cancelling the Flight?
If you’re the one cancelling the flight, the refund dynamics change a bit.
Here are a few points to consider:
- Flexible tickets. With a flexible ticket, you could get a refund, but be sure to read the airline’s terms and conditions.
- Non-refundable tickets. Non-refundable tickets typically don’t offer full refunds, although airlines may refund the taxes included in your ticket price.
- Travel insurance. If your travel insurance covers cancellations, you might be able to claim a refund through your provider, depending on the reason for cancellation.
- Cancellation within 24 hours of booking. Some airlines offer full refunds for cancellations made within 24 hours of booking, provided the booking has been made well in advance, not at the very last minute.
Flight Cancellation due to Extraordinary Circumstances: Can You Get a Refund?
When unexpected events occur, such as severe weather, worker strikes at the airport (excluding strikes by airline staff), or safety issues, the airline is usually not considered liable for the cancellation.
However, according to EU regulations (Regulation (EC) No 261/2004), if an airline, including Norwegian, cancels a flight, they are still compelled to provide passengers with a choice between a full refund and the possibility of re-routing. This indicates that even if the cancellation results from extraordinary circumstances, you are still eligible to receive a refund (or, a new flight). The same applies to your right to care from Norwegian.
Remember that the refund process should be completed within seven days. If you find that your refund is delayed, feel free to implement the step-by-step strategy detailed above.
What is your experience with Norwegian refunds? Have you ever received a refund from Norwegian? Share your experience in the comments!