At check-in, they charged me a fee because my carry on luggage was 13 kg instead of 10 kg. For an extra 3 kg, it was $50 USD. I wanted to take 2 heavy books out of my carry on luggage and shove them into my checked suitcase. They said I would have to get in the back of the line to do this, knowing full well that I would never make the flight if I were forced to do this. The line took me an hour and a half to wait in. It would have taken me literally 3 seconds to take out my books and shove them in my suitcase, but they refused to give me my suitcase back unless I stepped out of line and waited again! Instead, I had a 5 minute argument with the personnel behind the desk, who then went to get her supervisor and had an additional 5 minute conversation explaining condescendingly to me that their policy is written in fine print, etc., etc., etc.
I'm an American graduate student in Europe. I don't have a huge amount of money. Normally I go broke checking in an overweight suitcase, because I have to pack everything I need for an entire year. I spent hours this time packing and ensuring that I had only a 30 lb suitcase precisely to avoid this kind of nonsense. Instead, this time I went broke because of a disingenuous policy and unconscionably rude staff. I sent them a formal complaint, but of course they just responded that their staff was obeying their policy, and general pretending that their policy is for everyone's benefit, to limit the amount of carry on luggage, instead of what it obviously is: a ploy to squeeze money out of people like me, who can't afford to buy more luggage. They even claim they've gotten positive feedback about this. What nonsense!!!
So this was my first and last ever flight with this airline. I'm telling every single person I know never to fly with them, because their supposed "budget" status is just an excuse for them to rob you blind on nonsensical, outrageous fees. It's a terrible feeling to be ripped off, and treated by two rude employees as though you're the unreasonable one. The whole thing makes me never want to travel again.
Review by Fortheloveofcloth1 month ago
Ridiculous customer service.
I had to hold the phone FOR 50 MINUTES before I was told a 2 words long sentence saying that they cannot help.
Flew with it to and from the US. Once a 8.5 then a 12 hrs long flight. We were not given any kinds of beverages throughout the way only if you preordered their £40 menu...
The airplanes are over cooled. Got a cold both times even though it's summer and I have been wearing a denim jacket.
Do not recommend!
Review by Jastinder1 month ago
I've used Norwegian many times since my opinion up on till now has been its been one of the best bugdet airlines, but not anymore!! The last 2 round trips ive had they have completely screwed all up. Wanting me to change the rout to one that would be 3h longer with no compensation, basically what they say is - take it or cancel to be refunded. On top of it they've incorrectly charged me (also confirmed by them) and to get the money back was big hazzle. Now to the biggest issue! When i came to the airport to check in 20/8 i was informed i was "stand by" and was not guaranteed boarding, there i was all alone with my baby of 1 year and NO ONE helped me, the only thing they said in a very arrogant way was - we are allowed to overbook our flight with 10% and even if you have a ticket you are not guaranteed to board. They even tag your bag with a yellow note stating "stand by, cross your fingers" what kind of service is that?? Thank you for nothing Norwegian! I will for sure never use you again
Review by Elsedita1 month ago
Awful experience. My sister got bedbugs from their filthy plane and they served us food with hair in it. The check in process was completely disorganized. They let everyone that had a flight before us cut the line because they were so behind in checking people in—-I’ve never seen a line that long for a check in. To top everything thing off, they lost my luggage and did not receive it until 4 days later. They were also extremely difficult to get in touch with to discuss the location of my luggage. You literally could not pay me to take this filthy flight, with some of the most hateful check in employees I’ve ever seen, again.
Review by Ehrika2 months ago
Thanks for loosing my bag from JFK! I start uni in 3 days and now have half the clothes I need. You really need to sort out your New York operations.. it was an absolute joke..
Surprisingly the flight itself was great, just the rest of the operations is shoddy to say the least!
Review by KDrew2 months ago
I have an account with Norwegian and I think lately they have great improvement. My last flight with them was really pleasant, the staff were in good mood and it affected the passengers. I think for low fare company they’re the best choice
Review by MarijaPaula2 months ago
Due to a hiccup en route I arrived an hour before departure. Got through to the check in desk after a bit, but was denied check in an entire 40 min before departure. Only hand luggage. Apparently they close 45 before now, even though the staff was right there. 30 min is the norm, and some flexibility never hurt, but this company does not try. Also refused to rebook, or help at all.
Review by Ronakkumar2 months ago
On our way back from to UK from Antalya we were faced with unimaginable service including racism and made to feel inferior.
We were denied boarding at Oslo airport having already waited all night there with 3 young kids. We were made to pay again triple the price of our original ticket.
We were made to waste time in queue by advising us to go to 3 different counters and then finally told we are 10 mins late to check in for a flight that still has over an hour to go.
We in our entire life have ever heard of or faced anything of such nature.
We were left in tears in front of our young kids. Who are still recovering from our 24 hour ordeal.
Review by Hbeg Beko2 months ago
we landed in Madrid after a delayed flight and Sprinted across the entire airport (while being 6mos pregnant) to catch a Norwegian flight to JFK. we arrived at the gate while they were boarding, 35 minutes prior to take off. we were very rudely denied boarding by the “supervisor” Alina. She yelled at us and walked away from us without helping us find any solution to being stranded internationally without cell service & being 6 months pregnant and crying. HORRIBLE HUMAN BEING she should get fired.
Review by Renina3 months ago
not bad flight from LGW to greece.
newish plane, left on time and was fairly smooth flight.
Every single seat was full and fares were sky high due to august season.
check in was challenging, as for some reason they are super stingy with suitcase weight at 20kgs and very strict about it. Annoying because otherwise its a reasonably good service.
Oh the onboard wifi is about as useful as a chocolate teapot.
Review by Sujeeka3 months ago
Seriously the worst customer support in the aviation industry.
Review by DiBi Kreinz3 months ago
I've flown with them twice and both times they were delayed. Will avoid like the plague in future; I've just spent 50, yes 5-0 minutes on hold waiting to talk to an advisor.
Review by Booker Kalist3 months ago
I booked a flight 10 days in advance. Figured I would get the best deal if I just booked it that day since it was so close to the travel date. Today (less than 48 hours later) I stupidly check the same flight. It is now nearly HALF the price I paid.
I understand that airline flights can fluctuate, but when booking the flight, they said that only one seat was left at the price. I felt the price would probably just go up the closer it got to the flight date, and as their low price calendar suggested.
This feels like a complete slap in the face to a paying customer. I feel like they lied and cheated me out of over $100.
Sure, it's great for the people that procrastinate in buying tickets, but goddamn it. I am so frustrated with this company.
Review by Disen Eluwole3 months ago
Booked Norwegian to Orlando, they have the youngest fleet of 787 Dreamliners with the best in flight entertainment. One slight problem though most of Norwegian planes are grounded as the engines have issues. This mean you will fly on a leased plane from a wet leasing company. In my case, it was HiFly.
They will not tell you this untill you have booked!!!!
Using a 1990s airbus 340 which has had 24 previous owners and only completed 34 billion miles, staffed by crew with limited English understanding.
On line check in not available on my flight?!?!
Check in - only self check-in available and it does not work, staff are curt and rude.
Only self service bag drop available. It does not work and cannot read baggage labels.
Plane left over three hours late, as it has done for weeks, check departure history on flightradar24,no apology for lateness.
Announcements on plane very drab and slow in pigeon English.
You pay for it.
First meal is dog puke.
Second meal is a chocolate brownie one inch square.
Drinks non existent, except for a plastic thimble of warm water only with crap meal. Which are 7hrs apart
Kids meals are served 2 hours before adults?!?!
In flight entertainment 8 comedy films 10 years old - don't watch them all - you will have nothing to see on way back, as it will be the same dross.
Staff are lazy - did the food run 20 mins before landing, so rushed and didn't get to everyone. Gave me my brownie and thimble of warm water from a trolley, which was immediately followed by another trolley for waste, with a crew member insisting I give up my drink as we were landing!?!??
Don't ask for anything- staff will either not understand you - or look at you as if you just killed their family - or both.
Wrap up - they will charge you 5 dollars to loan a blanket.
Bring your own earphones too.
One good point.
If your into retro - this might be the airline for you - it harks back to a flight from London to Spain in 1972.
Pay on your credit card to protect yourself - Norwegian are in financial trouble, and hopefully will go under soon.
If you can pay the extra, virgin is better all round.
I saved 60 quid going Norwegian.
Review by JeanClaudeB Chapplegroves3 months ago
This airline is just awful. Customer service sucks, the planes are uncomfortable, and they don’t even serve you water for free. You have to pay for everything little thing. They lost my luggage, and ruined my entire trip. I was calling them from another country while I was on vacation, and they would not help at all. It’s been now 3 weeks, and I have no clue where my luggage is, and neither do they. I’ve called a million places to find out, and no help. They ruined my entire trip. Terrible airline. Do your self a favor and stay away.
Review by AyaazAhmed Beardsmith4 months ago
Today, I have also tried to contact the customer services for Norwegian Airlines. One telephone number for Europe with only an automated telephone service. And....a charge of 20 gbp!! Should you actually get through to a telephonist and amend your booking plus, the charge for in my case, booking extra kilos re check-in baggage. THIEVES! I certainly do not have to pay any charge by any other airline.
Via the Live Chatline service firstly, I receive a U.S customer services telephone nr. where there was NO response and, secondly, I am supplied with a telephone nr. that I had used earlier and, had to hang on to listen to an automated reply to say that I would be charged 20 gbp!
Review by Kuah4 months ago
We have flown with Norwegian Air four times in the last three years and have two more trips booked. The planes are newer and beautiful, and the service on board is pleasant and professional. Although the lowest fare does not include seat selection, checked bag or any meal or drinks, you must remember that this is labeled as a low cost international carrier. The upgrade to low fare plus includes all of the above and still is usually far less than other carriers charge. I wish there was not a weight limit of 10 pounds on the overhead bag, but the price of traveling from the USA to London Gatwick, especially in the off season, cannot be beat.
Review by Tadd Robet4 months ago
I took my family to Orlando, departing from Gatwick, assuming we would be flying on a shiny new Norwegian Airlines dreamliner, sadly all their aircraft are grounded and the service is being run by a dire airline - HiFly. Both legs of our journey were late, although the return was worse! The quality of the facilities on the aircraft (which I think may have been made by the Wright brothers) were woeful, the customer service of the crew was just as bad. To detail a few of the issues:
1.) Between the four seats we were sat in (52A, 52C, 53A, 53C) only one of the inflight displays worked.
2.) The seat in 52C was held together by duck tape.
3.) The heating/cooling was barely working leading to one of the passengers sat at the exit door seat in front of us passing out, luckily there was a doctor and nurse onboard to provide assistance.
4.) The quality of the food was dreadful. The food for the adults was barely edible, and several of our fellow passengers didn't even get any. The food for the children was disgusting, the final meal for children was the same as the adult menu, again, it was inedible. In short, neither of my children ate their meals and we were forced to purchase in-flight snacks to satiate them). This seemed like a money-making scam.
5.) Food service was hit & miss taking nearly 90 minutes to complete.
6.) People were forced to fetch their own drinks throughout the flight from the crew who (when not wasting time during food service) were sat relaxing at the back of the aircraft. At one point, my wife went and asked for a glass of water and was told "No", she argued this with the stewardess and eventually got her water.
7.) The portion control of the tea provided was laughable, with barely half a cup of tea being given. This was at least 2.5hrs before we had any turbulence, and normally hot drinks are not provided when there are such conditions, so this wasn't an excuse I was going to entertain. I ha to ask the steward for a top up 3 times before I eventually got it.
8.) The cabin crew provided terrible customer service, with some barely speaking English (on a UK to US flight), they also were rude and curt.
9.) The cleanliness of the aircraft was appalling.
Inbound MCO- LGW:
The departure of our return flight was delayed by six hours. I received confirmation of the flight delay by SMS (lucky my phone was on) at 13:37 (local time), this was 22 minutes AFTER Check-In was due to open. None of the ground staff or airline representatives were on hand to provide an explanation and it took the passengers pooling our resources to confirm the delay online. The phone number provided in the SMS message to call (a US number) was not a valid number, so online was our only option. We incurred expense having to purchase food and refreshments during the delay, normally I would expect an airline representative to provide vouchers for food & refreshments. Eventually Check-In opened for our flight and only 3 Check-In positions were opened (2 standard class, 1 premium), even though there was desk capacity for more. Normally this number of desks would work as the arrival of passengers is spread out over the 3-4 hours prior to departure, however, with an entire aircrafts-worth of passengers already onsite, it lead to an enormous queue and a very poor experience, especially for those of us travelling with children. The suitcases were quite literally being thrown onto the baggage belt by the ground handling team, something that ALL the passengers commented on (a shout out here to the amazingly bad work of Menzies Handling!). There was also a large number of bags gathering behind the check in desks that hadn’t been placed on the belt. Personally, I asked the lady performing our Check-In (a lady who was clearly having a bad day!) to load my bags on the belt before I left the desk, so I could make sure they had been put into the baggage system.
During Check-In, there was no apology or explanation regarding the delay. Eventually, when the anticipated delayed departure time of 22:40 approached, all passengers gathered at the gate (at 21:15 as we had been told to), and had to wait until 22:35 before boarding finally commenced, we departed nearly an hour after the allotted time, circa 23:40. Again, there was no apology for the delay from the ground crew, or explanation. When approached, the ground crew were also curt and rude (great work Menzies!), only stating that boarding would “start at some point”. Once onboard, the flight experience once again was awful:
1.) No explanation or apology was provided for the 6hr delay to our departure.
2.) Being as the flight was over night I would have expected at a minimum, blankets provided to passengers, none were. Luckily following the experience of our outbound flight, we brought our own.
3.) The food again was barely edible, again, we anticipated this and brought our own, we also brought our own bottles of water so we didn't have to rely on the crew or the grossly inflated prices of drinks & snacks.
4.) We sat in bulkhead seats, my seat (51D) was entirely missing its built-in display, my seat was held together by tape (again!), my sons seat was also held together by tape.
5.) The built-in table of my seat no longer sat correctly and bent under any weight.
6.) The seat-back of my seat (again 51D) constantly reclined, this was incredibly dangerous had an emergency or hard landing occurred, it also breaches aviation regulations!
7.) The attitudes of the crew this time was marginally better, however their performance for providing refreshments during the flight was still as lack lustre and food service was slow, with the crew actually waking people (who bare in mind had incurred a 6hr delay) to offer inedible food. Few took them up on the offer!
8.) Again, the cleanliness of the aircraft was appalling.
The reg of the aircraft in question is 9H-SUN operated by Hi-Fly, considering the state of the interior of the aircraft, I was very nervous of the operability of the aircraft itself, however, we had no other option but to hope for the best. On the strength of these two flights, I am NEVER likely to fly with Norwegian again, I have also advised by friends and colleagues (I work in aviation industry) of my experience.
Review by Abhayadeep Elmallwani4 months ago
Travelling for work on a weekly basis and cannot check in online. Flights are very early and have to now go to the airport even earlier to make the flight.
The customer service agent said it’s a new service. Well, it’s not, it’s a basic function that has been around for many years and should be a standard offering.
Review by Mikhenan Tantoo4 months ago
I never flew with Norwegian but they spam me with their commercials
I never take airline companies such as Ryan Air, Norwegian and other low budget iarline companies. I don't like the idea that they have tons of hidden cost, and at the end you'll pay more than what you did with other none low bugdet airlines.
I do not want spam mails from Norwegian, but why they send me spam mails, I don't know. I never assigned their website or never flew with them.
When a company use aggressive marketing, that means they only care about money and not the costumers.
Review by CindyS Winterova4 months ago
Had a text a week before departure to inform us that the flight had been sub contracted to Wamos airline- the worst reviewed airline on the internet. Options were basically take it or leave it. Firstly there has been issues with 737's for months so why were we only just informed of the change. Secondly we were doing a 3 week road trip for our honeymoon across the states so everything was planned and scheduled tightly and couldn't change.
Called customer services to ask about it again literally zero help. As it was part of our honeymoon asked if there was any way we could be upgraded as a good will gesture. Told curtly by Daniel (ALC413) no chance because they work on commission but he could cancel like he was doing me a favour. Even after explaining our trip and everything we booked. Utter shambles do not recommend at all.
Review by Molzer4 months ago
Dealing with this company has been an absolute nightmare. I recently was supposed to fly through their company from Spain back to America. Well I had an issue with one of my bags and the crew members in Spain sent me on a wild chase to get my bag on board well they delayed me for so long I ended up not making my flight. I contacted the company and they would not do anything. I was stuck in Madrid airport for 27 hours. I finally called my husband and asked him to get me a ticket back to his country (where I originally left from) I am still sitting here in his country due to their lack of helping me. I had someone name Rolland reach out and offer to take care of my ticket to go home. That was now 4 days ago. I haven’t heard anything from him since then. I even called the company this morning and guess what this “ Rolland” did not leave any details. So offered me to book a ticket with them LOL ARE YOU CRAZY???? This company should honestly be shut down due to their lack of customer service and caring. At this point I feel lucky I didn’t make the flight due to how their people represented them I can only imagine how their flight would be. Oh and by the way I was trying to fly home due to a medical emergency I am having. I am not on 8 different medications just trying to keep my medical problem under control until I can get back to America for my surgery. This people don’t care what kind of issues you have going on. It’s insane their lack of empathy is mind blowing.
Review by Namaste4 months ago
Long flight will be without food, drinks, blankets, headsets, WiFi, or any decent entertainment. Absolutely nothing on a long flight. And long delay as well. No apology. Add an extra 100 usd and use decent company instead.
Review by Tomcsányi4 months ago
I had an upcoming booking with Norwegian. They kept changing the flight times which was irritating. But recently I logged into my account with them and their website was playing up. The next time I logged into my account, it said 'no upcoming flights'. I had already had none stop issues with them and their poor customer services, but I had to call them again to query this. The person at the other end of the phone had a repetitive robotic response telling me that her screen is showing the flights as cancelled and I would need to re-book. I had already paid for the flights that have miraculously disappeared. So they wanted me to pay twice for the one booking. I was absolutely shocked at the response. They were unwilling to help resolve and rectify the issue. I lost out on money and flights for my holiday. I have never used this airline before and I would never use them again. I have never experienced anything like this.
Review by Marjac5 months ago
Had a flight booked to Sweden that had 1 connection. After boarding the first plane we were informed by the pilot that someone had screwed up the passenger list and we had to sit on the plane on the ground until it was resolved. 2 hours later we still hadn't moved and were told there was now a shift change so we had to wait for the new staff who would then continue trying to resolve this mess. The 2 hour flight turned into 5 hours on the plane with 3 of them being on the ground. This caused me to miss my connecting flight on the other end.
When I missed a connection with SAS before, someone was waiting when we got off the plane with a new boarding pass and a voucher for some food at the airport. With Norwegian? Nothing. I went to the norwegian help desk and was told I had to collect my luggage because they weren't going to transfer them for me, then go to the help desk upstairs. After waiting 30 minutes in the queue I was given a boarding pass and told I had to run to the other side of the airport with my 2 cases because the plane was boarding soon.
When I got to the luggage check in I was told my ticket was only for 1 case and I would have to pay for the second one, even though I'd already paid for 2 across the whole trip and the only reason I even had my cases with me again was because of their screw up. After arguing with the woman for a while (while knowing I was still in a rush) she decided to let me take them both on. She weighed the first one and sent it along, then told me I have to pay extra for it because it was 25kg (even though I KNOW it was 17 and I didn't pay extra for it on the first flight) but she'd already sent it away and I couldn't prove it. I argued with her some more and she gave in. Finally she weighed the second case and then said I have to pay extra for this one! I was so mad.
I finally got my bags in, went through security and boarded the plane. The best part? They upgraded the guy behind me.