If you have to wait at the airport, you have a right to care.
In most cases, this means free food and free hotel accommodation.
When you’re waiting at the airport due to a delay, cancellation, or last-minute change on your Norwegian flight, you have the right to receive certain services from Norwegian. If your wait time is 3 or more hours, Norwegian is obligated to provide reasonable complimentary meals and drinks. In case of an overnight delay, Norwegian should provide you with a free hotel stay and free hotel transfers.
Right to Care From Norwegian
European air passengers have legal protection.
Those who travel within Europe or with European airlines have the right to receive care, which Norwegian provides for most of its flights to and from the European Union as per EU laws (i.e., Regulation (EC) No 261/2004).
Short Delays (3+ Hours)
You can get: free food and beverages.
If your flight experiences a delay of 3+ hours, and it occurs during daytime, Norwegian is required to provide complimentary meals and beverages, two free forms of communication through phone calls, emails, or faxes. Usually, these services will be given through coupons.
Long Delays (Overnight)
You can get: free food and beverages + free hotel stay and airport transfer.
If your delayed/replacement flight is scheduled to depart the next day, Norwegian must give you free accommodation and transfer services. If you haven’t heard about these arrangements, please contact Norwegian immediately.
How to Get Free Meal and Free Hotel Accommodation?
When confronted with an extensive delay at the airport, Norwegian, just like Lufthansa or Air France, should readily supply you with benefits such as complimentary meals, a hotel room at no cost, and a free ride to and from the airport. These amenities should be extended to you during your wait without any need to ask for them.
If these provisions are not made available, it is recommended to approach the Norwegian customer service desk and ask regarding these services. The airline is obligated by the European law to provide these services without charge during qualified delays.
In the rare event that Norwegian doesn’t arrange these services for you, you may need to manage them on your own. Retain all your receipts and any evidence of expenses related to meals, drinks, transportation, and lodging. After collecting these, you can send in a reimbursement request to Norwegian explaining your expenses due to the delay. Make sure to include every necessary detail to facilitate a seamless reimbursement process.
Extraordinary Circumstances
First, let’s clarify the meaning of this term.
What Are Extraordinary Circumstances?
Extraordinary circumstances are events that are beyond the airline’s control.
These could involve extreme weather conditions, labor strikes not related to the airline, security threats, political unrest, or hidden technical issues that could compromise the flight’s safety. In these situations, despite the inconvenience created, the airline is not liable to provide compensation as they are exempted under Regulation (EC) No 261/2004.
However, the right to care, as previously discussed, still stands.
Are Mechanical Issues Considered Extraordinary Circumstances?
Technical glitches, in the majority of instances, are not recognized as extraordinary circumstances under Regulation (EC) No 261/2004.
The regulation explicitly states that technical issues arising from the normal operation of the airline are not deemed extraordinary because the airline has control over these situations. These could include routine maintenance or minor repairs. Such issues are part of the general responsibilities of an airline and, therefore, cannot be used as an excuse to refrain from providing compensation or care to passengers.
However, if it’s a hidden manufacturing defect that threatens the flight’s safety, it might be classified as extraordinary. Such situations are rare, instantly jeopardize the aircraft’s safe operation, and are not part of the airline’s regular technical operations.
Right to Care During Extraordinary Circumstances
Even in the event of extraordinary circumstances, passengers retain their right to care.
While the airline might not be obligated to provide compensation for delays or cancellations that occur due to incidents beyond their control, they still have a duty to ensure your comfort throughout the waiting period. This includes offering food, refreshments, and, in case of significant delays, accommodation.
The same principle applies when it comes to providing an alternative mode of transport in case the flight gets cancelled – this is your right. You have a right to new flight.
Right to Care: FAQ
In this section, we will address some of the frequently asked questions about passengers’ right to care during flight delays and cancellations with Norwegian Airlines.
What Is the Right to Care?
The right to care signifies the obligations that airlines, such as Norwegian Airlines, have towards their passengers in instances of flight delays, overbooking, and flight cancellations.
As per European law, airlines are mandated to ensure passengers’ comfort during such circumstances. This includes providing free meals, refreshments, and accommodation in the event of substantial delays.
How Do I Exercise My “Right to Care” If My Flight Is Delayed?
If your Norwegian flight is delayed by 3 hours or more, the airline should automatically provide amenities like free meals and refreshments, and necessary accommodation if the delay extends overnight.
If the airline fails to offer these services, you should contact the Norwegian customer service desk at the airport. Alternatively, you could cover the costs by yourself and then file a claim with Norwegian for reimbursement later, doing so as promptly as possible. It’s always better to avoid this, and get the help from the airline directly. Most likely it’s gonna be easier than later trying to get the refund.
Do I Have the Right to Care If My Norwegian Flight Is Cancelled?
Yes, if your Norwegian flight is cancelled, you are entitled to the right to care.
This means Norwegian Airlines is obligated to provide you with meals, refreshments, and accommodation (if required), along with an alternative way of reaching your destination. If the cancellation is due to the airline’s oversight, you are also entitled to flight cancellation compensation.
Are Extraordinary Circumstances an Exception to the Right to Care?
No, extraordinary circumstances do not exempt the right to care.
So, even if your Norwegian flight is delayed or cancelled due to severe weather conditions, security threats, or labor strikes, you are still entitled to free meals, refreshments, and accommodation, if necessary.
How Do I Request Reimbursement If I Had to Arrange for My Own Accommodation and Meals?
If you arranged for your meals, accommodation, or airport transfers due to Norwegian’s negligence, be sure to retain all receipts and proof of purchase. You can then submit these, along with a detailed account of your expenses during the delay, to Norwegian for reimbursement.
Remember that this policy only applies to necessary expenses, not to extras. The airline is not liable to reimburse extravagant expenditures.
Does the Right to Care Apply to All Norwegian Flights?
The right to care applies to all Norwegian flights to and from Europe.
As Norwegian is an EU airline, the right to care under Regulation (EC) No 261/2004 applies to all its flights both departing from and arriving in Europe. It’s important to note that with non-European airlines, this regulation only applies to flights that are departing from Europe. Flights on non-European airlines that are arriving in Europe from other parts of the world are not covered under this European law.
Does This Apply Only to Europeans?
No, the right to care applies to all passengers on Norwegian flights, irrespective of their nationality.
The laws that ensure passengers the right to care are Regulation (EC) No 261/2004 and Regulation UK261, which were established by the European Union and the UK government. These regulations mandate that any airline operating in Europe must provide care and compensation to impacted passengers when applicable. Hence, the right to care applies to all passengers on Norwegian flights, irrespective of their nationality.
The only exception is for non-European airlines, where this regulation applies only to flights departing from Europe and not to those arriving in Europe from other parts of the world.
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.