Norwegian

✅ Trip Verified | I booked a flight for my family of 5: 2 children under 5, two adults, and a senior citizen for a direct flight from Boston to Paris Charles De Gaulle (flight time ~6-7 hours). We paid extra for this particular flight only to learn it was cancelled 10 days prior to departure for an inspection. After 2+ hours on hold we were given a flight from Boston to Newark on United and then to Paris Orly on Norwegian. This flight totaled approximately 13 hours including layover but it was the only option they had for us arriving the same day. We arrived in Newark and waited in an hour and a half security line with two young kids at 11:00pm. We arrived at the terminal where were informed the flight was delayed for technical issues. Shortly after the announcement the gate staff disbanded and it was over 40 minutes later they abruptly announced the flight was cancelled and directed us to the baggage area. By now it was past 1am. Interestingly enough all of the gate staff that had left were down at the ticket counter so clearly they knew the flight was going to be cancelled up to an hour before letting their customers know. We retrieved our baggage and then had to wait in a line with hundreds of people for hotel vouchers. We arrived at the hotel at 3am and were told the flight was delayed until 7am. At 7am the flight was delayed until noon. At noon the flight was delayed until 1pm. During this time I waited on hold for Norwegian customer service for cumulatively for 5 hours. At 11 am a Norwegian phone rep said the flight would be cancelled and transferred me to the “rebooking hotline”. At 12:20pm the rebooking hotline picked up and promptly told me there was nothing she could do, as the flight was still ‘delayed’, and was going to put me back through to customer service. When asked how that would help she said “I don’t know”. I asked if she could help me come up with an alternative flight arrangement in the event the flight was cancelled and she said “no”. I travel frequently for business and pleasure - domestically and internationally- and I cannot remember a time an airline demonstrated the level of unprofessionalism, lack of compassion, and disregard for the schedules of their passengers. We are traveling for a family reunion and to meet a new addition to our family and Norwegian has now twice stopped this trip with very little in the way of compassion. When asked about reparations the say to file a claim online and they will get back to you in 4-6 weeks -this further demonstrates their service culture. My hold time on the phone is now up to 7 hours cumulatively - there is no excuse for this.

✅ Trip Verified | Newark to Rome. The seats are so tight and very uncomfortable. On our return flight we were passed by on the food and drinks. They weren’t going to give us water until we informed them that we were premium passengers. The flight attendant insisted we were not on her list which was embarrassing for us. When she finally brought our food (reluctantly) it wasn’t fit for us. This airline is cheap in every aspect.

✅ Trip Verified | New York JFK to Milan via Copenhagen. We used Norwegian as our choice of airline. The airfare didn't seem so bad at first, $1,800.00 round trip. But then there is the cost of the luggage, since we had a layover in Denmark, we had to pay the luggage cost from NYC to Denmark, and then from Denmark to Italy. They charge not only for luggage but also for water, yes water, on a over 8 hour long trip they didn't have the courtesy to provide the customers with water. They also charge for blankets, food, snacks, everything. The sits in the airplane are very uncomfortable and they don't recline not even 1/2 inch. They crank up the AC in the airplane so if you don't have a sweatshirt you'd have to buy their blankets, otherwise you'd freeze. On our way back from Italy, we left from Malpensa airport. Our flight was supposed to leave at 13:50 on June 8th. The first bad sign about this whole experience with Norwegian was that there was not any Norwegian presence at the airport. We arrived the night before the flight at the airport and looked around and saw absolutely no Norwegian presence anywhere, not a sign or desk. I had to check by travel documents to make sure I was at the right airport. There was an airport strike and 99% of the flights were cancelled. But, of course our flight wasn't, in fact the flight left 2 hours earlier and my wife and I and quite a few other passengers weren't informed. No announcements, no emails, no texts. I called their customer service in the US and got a busy signal. I then called the Denmark customer service and because I was calling from Italy from my US phone, the signal was terrible and they couldn't understand me, at least that's what they told me, but I heard them loud and clear, they didn't want to bother with my problem. I called them a second time and the customer service heard me, but after a few seconds put me on hold and hung up. I called the US customer service and finally got a hold of someone, who did not care or helped me. She said I had to find someone in the airport to help me. After a while my nice manner with this customer service representative worn off and I gave her a piece of my mind about Norwegian airlines. Needless to say I got ripped off by an airline company that only care about taking advantage of customers with bait and switch tactics, terrible service, terrible customer service. In my mind for some reason I thought that European service/customer service would be a lot better then any other part of the world, but right now, its the worse possible. Norwegian did not refund my flight and I had to book a flight back from Malpensa to NYC and the only airline available that would fly that day was Emirates and for last minute booking for $1,200.00 for two people direct flight was fantastic. I think all airlines should look at how Emirates takes care of their customers and learn from them. They are an amazing airline.

✅ Trip Verified | After sitting at Edinburgh for several hours, Norwegian canceled our flight an hour before the airport closed down. Not a single Norwegian staffer ever got on the intercom to update passengers at any point. All communication was done via Swissport staff. Hotel accommodation was made for us at a nearby Holiday Inn, but new flights could only be done via Norwegian directly. Phone line we were on hold for over 3 hours including US and UK numbers. Never was a single human from the company able to speak with us on any digital media or real-life vocal platform. This is as disconnected from reality as possible.

✅ Trip Verified | Los Angeles to Paris. We booked Premium Flex seats. When we loaded plane were put on a HiFly airline fight, which is a Portuguese airlines. They had no premium class. No one was told about the change. We paid for their premium class and was put on a plane that dinner trays didn’t even work. They had tape holding seats together. They still never said anything to any of the passangers. We had the same problem flying out of Milan. Our flight was canceled without any booking options. Total fraud. Do not fly Norwegian

✅ Trip Verified | This is a low cost airline and their Premium Economy is low cost even if you end paying as much as a airline. I originally booked a RT ticket from LAX to CDG and CDG to LAX. However, I had to cancel at the last minute my LAX-CDG portion as they switched their aircraft from their new Boeing 787 to a leased A340 from HiFly with apparently no or little in flight entertainment and very old seats. Fortunately the CDG-LAX portion was still operated by a Boeing 787 from Norwegian but I was still disappointed. Weight limit for check in luggage is 2x20 kg. Agent at Paris check in counter wasn't particularly friendly. The lounge at CDG is very basic with some soda, white and red wine and snacks such as chips and cheese. Boarding was disorganized but they did board Premium passengers first. After boarding they offered a preflight drink of water or orange juice. Seats are old style business class recliners, quite comfortable with decent leg room. They only provide you a slim blanket but no pillow or amenity kits. Soon after we took off they offered drinks but no snacks. Then they served the main meal which comes in a box and looks like a regular economy meal. No snack was offered during the flight. You can supposedly order drinks (including alcoholic drinks) free during the flight from your IFE system but beverages including coke and sprite were out of stock. IFE offers about 40 movies but remains quite limited.

✅ Trip Verified | 2Gatwick to Gothenburg. Flight was cancelled. No customer support at Gatwick, we had to move around the airport several times without any useful information, and no one from Norwegian to deal with the cancellation. The Norwegian Web interface is full of bugs, and the view is not consistent with the iOS app. Consistently generates these technical errors without major explanation, and it gives a phone number in Norway. Customer Relations are not helpful, more on the rude side.

✅ Trip Verified | Gatwick to Orlando. We flew out in economy class to Orlando then returned from Denver. The plane was superb modern, clean, smooth and comfortable, flight was on time and staff were friendly, price was good too. However what let this airline down mainly was the food, it was appalling - meat and fish tough, choices of menu were odd to say the least, especially for the children. I thought this would improve in premium economy class but I believe the options were identical. Additionally the viewing choices were very limited in terms of movies and were the same coming back. On my return premium flight there were two toilets at the front of the plane in my cabin, for some reason the staff sequestered one of the toilets for their own use and even then still sometimes used the only other available toilet, is this normal? All in all I would use Norwegian again but feel let down in the premium experience, I expected more.

✅ Trip Verified | Prague to Oslo. Anytime I fly with Norwegian the flight is delayed. The customer service is not helpful and they do not provide any compensation for transport. Yesterday I arrived to Oslo over 2 hours late, which would not be an issue, if I would not arrive in the time of no public transport service.

✅ Trip Verified | Helsinki to Rovaniemi. I was surprised how good the flight was. The onboard entertainment was very good. There was almost always a short film playing. The bathrooms were clean. The flight was on time and the staff we're kind. Only bad thing I can think of is that the seats were kind of uncomfortable.