✅ Trip Verified
| New York JFK to Gatwick. Norwegian flight operated by Wamos. Seriously delayed. Poor service. No communication. Lack of food and no entertainment. Scheduled departure was 11:25 am, but actual departure was 10:55pm. An initial delay of 1 hour only became apparent when boarding of the plane should have commenced but didn't. We were told that the reason for the first delay was due to the late arrival of the flight crew. Other than this there was very limited information given to passengers by staff at the airport regarding updates of the new flight schedule. It was gradually set back several times, but each time there was never any communication to passengers at the airport, except when staff were pressured to do so by disgruntled passengers. An update on the airline website advised that meal vouchers would be provided. However, this was another thing that gate staff failed to announce. As a result, a significant number of passengers were not aware of their availability and missed out. During our additional 9 hour wait we were provided with a single meal voucher. There was no consideration given to the fact that we were travelling with a 4-month-old baby and that a meal voucher would not be suitable for her. We did not have sufficient formula feed to cover the added time, but when we queried this with the supervisor at the gate, she said there was nothing she could do about it and suggested we leave the airport to purchase some. We explained that we already had extra in our main suitcase, but she said it would be too difficult to try and locate the case as it was already loaded on to the plane. It was only when we argued that she had a duty of care for passenger welfare that she asked for our luggage to be located and brought to us, which indeed happened. After we eventually boarded the plane at 19:30, our experience continued to be less than satisfactory. Despite travelling with a small child and paying extra for a meal and seat reservation, we were allocated separate seats. It was only after another passenger agreed to swap, that we were able to sit together. We sat at the stand for 2 hours until the plane finally started taxiing. However, it was a further 90 minutes before we actually took off. During this time only a small cup of water was offered on a single occasion. While taxiing, it also became apparent that the crew were unable to properly manage the passengers. Despite being a direct flight between two English speaking countries, the Spanish crew spoke limited English, so struggled to understand a number of simple questions passengers asked them. The lengthy time spent taxiing also caused one passenger to need to use the toilet which one of the crew allowed them to do. This resulted in several other passengers asking to do the same but they were denied by another crew member, causing tensions to rise further. Also whilst the plane was moving several passengers remained standing despite the seatbelt light being illuminated, but at no time did any member of the crew instruct them to sit down. During the flight only water was offered, and there was no mention of food being provided. It was only when someone asked that they were told they could go to the back of the plane and get a sandwich, but they would not be bringing the trolley down the aisle. Once again no announcement was made about the availability of food, and it was only after word spread and more people went to the back of the plane that the crew decided to bring out the trolleys.