✅ Trip Verified
| I booked tickets for my children to fly to Los Angeles. My son is 13 and my daughter is 11. I found out that I needed a chaperone for the flight due to my son not being old enough to chaperone my daughter. I contacted Norwegian to book a chaperone only to be informed that they do not offer unaccompanied minor service on that flight. Why would their system allow me to book tickets that I could not use? No one on the booking was over 16, and they ask for the ages of the children, so how can it be we were allowed to book tickets that we could not use? This caused us a massive amount of problems, stress and headaches. I contacted Norwegian and was told me that I would have to change the flights and pay $120 each ticket, each way to change them. This was not an option as the booking system should never have allowed us to book flights we could not use. Instead I contacted them again to request that they cancel and credit me for the outgoing flights as my sister in law flew out here and took the kids back to Los Angeles at great expense to her in time and money. She was literally at Heathrow for 3.5 hours. I then had to book a turnaround flight to LAX from Gatwick on Norwegian to pick up the children on the 24th. I had to coordinate my tickets to ensure that I got on the same flight back so I was in Los Angeles for 24 hours. I cannot explain how incredibly difficult this whole production became purely because their system allowed tickets to be booked that could not be used. We spent an incredible amount of time, stress, and money to rectify the failure in their booking system. My sister in law spent thousands of pounds worth of air miles and I spent 448.70 GBP buying a flight that I should not have to have purchased. All I originally requested was for a full refund for the two flights that we were unable to use, which were the two leaving from Gatwick on the 17th. I have booked around 23 separate flights on Norwegian since January of 2018. I think you could say that I am a good client and one that they probably don't want to lose as we fly regularly between US and UK. Alas, after contacting them numerous times, they refuse to refund two flights that we did not get to use let alone the cost of the BA flights and the round trip ticket I had to purchase, none of which I was requesting. I only wanted the tickets that we could not use.