Norwegian Air ShuttleReviews 

My mum flyed from Paris Charles de Gaulle to Oslo the 8 May 2025 - flight no. DY1495

She was going to visit her grand son and was really looking forward to it.

Arrived at the gate, just before departure, a stewardess informed my mum that there was no handluggage registered for her seat. Her handluggage has a standart size that is accepted by any other travelling companies like Air France, KLM, Lufthansa.
In short, she got first to know she needs to pay 45€ extra and 5 minutes later the stewardess decides to raise it up to 90€.
My mum had been saving op for a long time to be able to pay for this trip and didn't have the 90€. She called me panicked, I proposed to the stewardess to pay by phone but the stewardess refused. I could hear the stress from my mum on the phone and the aggressive stewardess totally enjoying to humiliate her and to make her stress even more.

One of the kindest stewardess proposed my mum to leave her luggage to the claim luggage but the aggressive stewardess came back and decided that there was no time for it.

My mum has been obliged to just leave at the gate her handluggage with most of her clothes and presents for her grand son.

You just chocked all your customers waiting in line there. Everyone who saw it was chocked by the way you treated my mum.

You have a (shitty) strategy to win money on your customers by not accepting handluggages that every other traveling companies accept. You then put an aggressive stewardess right in front of the gate with a credit card payment machine ready to cash in customers money. It's disgusting, but fine, you make the rules.
However, you have a responsibility to treat people good.
Your company humiliated my mum, made her cry and made her throw her personal stuffs away. All that while enjoying the spectacle. What kind of customer service/people is that?

And how is it right not to let her at least have her stuffs at a claim luggage? What did you do with her stuffs? Did you just serve yourself and enjoy her clothes / the gifts she had for her grand son? Don't make me believe you just threw it without having a look...

You are actually matching all the criterias of a low cost company (shitty tricks to get money from your customers, aggressive customer service...) but 90€ just for a hand luggage...it's expensive... your prices are actually not low cost...

As a long-time loyal customer who has flown with Norwegian over 40 times in the past 4 years, I am shocked and disappointed by my recent experience.
My family and I were denied boarding for our Dubai trip because my son's passport was valid until May 3, 2025 (approximately 3 months after our travel date). Norwegian staff claimed his passport needed 6 months validity, despite the fact that it was valid for our entire stay and we had return tickets.
The most telling part? Emirates accepted us for travel THE VERY NEXT DAY with the exact same passport, and Dubai immigration let us in without any issues. This proves Norwegian's interpretation was unnecessarily rigid.

What made this experience truly unacceptable:

- No warning during online check-in about this passport requirement

- Customer service staff at Oslo Airport and Trondheim Airport literally turned their backs on us and muttered "this is your problem, not ours" when we asked for help

- Complete refusal to assist a family with children who were left stranded

- Total costs incurred: over 31,000 NOK in replacement flights and hotel accommodation

- Our children were devastated and anxious, with my youngest repeatedly asking if they would "let us in" on our replacement flight

- When I filed a complaint, Norwegian hid behind their terms and conditions, completely ignoring the fact that another airline accepted us and Dubai immigration admitted us with the same documentation.

- After 40+ flights with Norwegian, this experience has permanently lost my business. I cannot recommend an airline that treats customers with such disregard, especially when traveling with children.

- If you're considering flying with Norwegian, be aware that their interpretation of rules can be unnecessarily strict, and if something goes wrong, you'll likely be left completely on your own.

I am booking two flight tickets on Norwegian website and paying with Trustly payment option.
I authorised the bank transfer, but the website cancelled the transaction. As of now, I don't have either my money or a booking.
I spoke to Norwegian customer centre and they could only tell me they do not have the money, and they do not have any contact reference with Trustly.
Do yourselves a favour and pay with plain card payment—do not use this payment option, especially if Norwegian does not want to be held accountable when such shit happens.

I would recommend you to book at another company like SAS. Even though the price seem much cheaper, they will charge you extra fees on luggage and if you make a typing mistake, as I did (typed my own name twice due to a copy paste mistake on my computer), they will charge you what is equivalent to a completely new ticket.
You can’t cancel the flight or change anything without it beeing equivalent to a complete new ticket
And if you need anything from the customer service, you will need to know this: even though it is a Scandinavian company, you wont find anyone talking a Scandinavian language nor good English, thus adding to a generally bad customer experience.
I will never fly with this nor any other low flight company. You will get what you pay for, pay for the good product a different place where you are also treated right as a respectful human being

In short:
After my flight (D84529 ARN > AGA) was cancelled, I was rebooked on another flight the following day from CPH. Norwegian promptly covered a hotel stay and explicitly told us to take a taxi to and from the hotel — assuring us the cost would be reimbursed. However, they now refuse to reimburse the taxi!

In depth:
Two months ago, I was on the same delayed (cancelled, then rebooked) flight to Agadir as my travel companion. We submitted identical compensation claims (#3282444 & #3282497) — the only difference being that I paid for the outbound taxi from the hotel, and he paid for the return. We were explicitly told by Norwegian staff at Copenhagen Airport that both taxi fares would be reimbursed.

Despite this, and despite several follow-ups to customer service — which I received no response to for nearly two months — my claim was rejected. My companion’s claim was approved in full, including the taxi. Mine was not.

This is a clear inconsistency: same flight, same expenses, same information provided, and claims submitted at the same time. Yet my case was closed with a generic response and no explanation for the discrepancy.

I find this treatment arbitrary and deeply unfair. Norwegian’s refusal to properly review the situation raises concerns about how they handle customer claims — and how differently they treat passengers in identical situations.

I sincerely hope that posting this review will lead to a more serious reconsideration of my case.

Very disappointing experience – denied boarding

without explanation
We were told the gate would close 5 minutes before departure, so we arrived 15 minutes before that – yet we were denied boarding. When we asked for a reason, the staff gave no clear explanation. The door to the aircraft was still open, which made it clear to us that the issue was likely overbooking.
There was simply no space for us on the flight, and instead of handling the situation professionally, the staff were rude and showed no empathy whatsoever. Extremely frustrating and unacceptable service.

On top of that, we’re not getting any refund. It’s 100% their fault for overbooking.

Worst airline ever.
Bad service. Rude
Make you pay for carry on
Norwegian makes me hate travel

Really enjoy to fly Norwegian. Never experience much delay, and it’s really great service and great crew, with good information from the captain during the flight as well.

Very nice 737-800 aircraft that was pretty clean and nice, the crew was very nice. Looking forward to fly with Norwegian Air Shuttle in the future!

Norwegian seem to forget to warn passengers about the (very) likely cancellations and subsequent rebookings due to "technical problems", meaning they reserve the right to sacrifice the passengers time in order to optimize their logistics and profits. We just got an additional 3 hour wait in CPH without so much as a sorry or a voucher... oh thats not entirely accurate. They sent a voucher AFTER boarding so you have ZERO chance of using it - just as a final "s... you" before you FINALLY fly

I went in on their public site. Filled everything out and was told to log in. After doing that my flights were gone (?!) after that i filled it out again the PRICES WAS RAISED BY MORE THAN 10% - same dates and time (in less than ten minutes) i believe this is fraud

Extremely and utterly disappointed with Norwegian punctuality.
Last 14th Feb I had to cancel both flights because Norwegian was the only company with massive delays and I was going to miss my connection flights. In this sense the company never provided proactive support to reallocate myself.
And today we are again delayed for 1 hour. Curiously it is only for the Norwegian flights to Bergen.
Certainly we pay a massive amount for such low fare company, which indeed is becoming even cheap. £500 of flight and nobody is serious on punctuality here.
Rest assured I will do my best to fly with KLM, Wideroe and Loganair going forward.
This is a cheap company with expensive tickets and poor punctuality. Unacceptable.

Amazing staff, modern planes, comfortable with good food. Would have given 5 stars if it wasn’t for the crumpled old seats.. Overall would recommend Norwegian but beware it can be expensive sometimes

Despite show them that damage loggage in the trip 25122024 has been uploaded to their system they deny to cover the damaged loggage and belongings. I showed the refrence number for damaged loggage report and I showed that I have uploaded pictures for this report, however they deny to cover the damages. I pay extra for travel ensurance at Norwegian however they deny to cover the damages.

Absolutely incredible! I book a guitar in a hard music case to take as oversized luggage. It is a case about 4 feet long, 2 feet wide and 5 inches deep. Black with metal corners and 20 kgs. It has brown plastic tape around it as extra security. Inside is the body of a guitar packed with bubble wrap.
At the airport it went through at the desk with a label attached by the airline.
When we got to Oslo airport it did not arrive, so we filled out a missing luggage notice. All we keep getting from the airline is that they are searching for it, now two days on!
This is a large, noticeable item. How anyone could lose it is incomprehensible!!!
This object belongs to us and it is the airlines responsibility to look after it and transport it as paid for by us! It’s totally unacceptable.

Airline cancelled flight 2 hours before departure due to crew sickness (they did not have standby crew). Reschedules on later non-direct flight that got us to destination with 6-hour delay. When we contacted them later about the claim for a refund under EU261 law, they responded saying crew sickness was an 'exceptional circumstance' (it is not under EU law) and that it wasn't eligeable for refund. When challenged with supporting documents and legal extracts, they simply dismissed us and then closed the line of communication.

I am a regular user of this airline as I commute from the UK to Norway. I have never had a problem with any of the staff as they have all been lovely.
Our flight was cancelled over the new year which meant I had to outlay a lot of costs to fix. I have opened a ticket to request a refund, and after 3 weeks, I still haven't heard anything back.

I recently booked a flight and accidentally made an error in my surname on the outbound ticket. When I contacted customer service, I assumed it would be a simple fix, especially since my return ticket had the correct name. To my frustration, the representative refused to even consider the return ticket as proof of my identity and insisted that I pay the full name change fee, as though an entirely different person would be traveling.
NB: I my country, no person exist with the erroneous name.

I've used Norwegian several times and they were always good.

I never write one star reviews but felt compelled by a recent experience.

Norwegian cancelled my return flight from Copenhagen to London with them with less than 24 hours notice.

I tried to get compensation from them for the flight I had to book with another airline at great expense (they couldn't offer me another flight until the following evening).

They've refused to compensate me at all. And I had to wait two months for them to tell me that. This despite the fact that they are legally obliged to provide 250euros compensation.

Whilst the planes etc are perfectly fine, I'll never fly again with an airline who arbitrarily cancel my flight with little notice and refuse to compensate me for it.

Really disappointing experience flying from Copenhagen to London with this carrier. Got to the airport to be advised that our evening flight had been cancelled at the last minute with no explanation.

Information on what to do was sporadic and contradictory. No one seemed to know what was going on. Advised at one point that overnight accommodation was being sorted and eventually told to find our own.

Claiming expenses for our overnight stay was lengthy and at the last step (downloading receipts) I was advised my downloaded receipt was invalid with no explanation why. Doubt the refund will ever materialise.

Will avoid flying this airline again and have told all my friends about the negative experience. I would have thought negative feedback would be a concern for the carrier but their abysmal rating would indicate they don’t care.