✅ Verified Review
| Our initial journey from London Gatwick to New York JFK went fairly smoothly, albeit with noticeably long (slow) queues to check in. The food was average and they asked us if we wanted extra water or coffee etc. The in-flight entertainment had a good selection, if a little limited, and the seats were extremely comfortable. Our problems began on the return journey. On arrival at JFK it was difficult to find the correct queue, so we asked a member of staff and were duly directed. Then people in the queue began talking about how they had received texts regarding their plane to Copenhagen being cancelled. I asked a member of staff about the LGW plane - it was on time. After waiting almost an hour I was informed that the flight had a 12 hour delay and that I was in the wrong queue. No apology, empathy or explanation. We then waited in the slowest queue ever, (nearly 2 hours) to be given a food voucher and told "We'll call you in about 30 minutes when some accommodation is ready". You've guessed, no call after nearly an hour. We then queued again (45 minutes) to be told we were going to the Radisson and to go to the shuttlebus 'downstairs'. I asked for specific directions to the bus stand and was told " Downstairs, at Arrivals". This information was given to me as ungraciously and rudely as possible. I felt like luggage. Outside this major international airport, I and other passengers had no idea where to meet the bus. We were moved to 3 different places. After over 1 hour we were informed that Norwegian had now contacted the Radisson and that they would soon arrive. Why wait an hour to contact them? The shuttlebus arrived in yet another area, and was in fact only a large minibus (for a hundred passengers and their luggage). You can imagine the 'dash'. At the hotel, another queue. In the morning despite an early start we had to queue for over an hour for the shuttlebus due to very high demand. At the airport, monitors showed that we should go to checkpoint H, turned out to be wrong and we needed to be at A (literally a quarter of a mile away). Then, the biggest check-in queue I have ever seen was at A. We couldn't actually get to the check in and had to queue in order to join the queue. Hours went by. Finally we boarded the plane (late) and were then delayed over an hour on the runway - (not the fault of Norwegian). The flight was fine (but didn't get the window seat which I had booked). Did I mention how I spent a day queueing up for Norwegian? Never again.