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A departure delayed in Oslo, a missed connection in Copenhagen or a cancellation announced when you were already on your way: with Norwegian, as with any airline, a disruption can quickly change your entire itinerary.
The first thing to understand is this: assistance, a ticket refund and compensation are not the same thing. A refund covers the unused journey, while monetary compensation covers the inconvenience caused by a significant delay or an avoidable cancellation.
For many Norwegian routes to, from or within the European Economic Area, the applicable legislation is EC Regulation 261/2004. If the relevant requirements are met, you can claim up to €600 per passenger. ReFly assesses your case and handles the claim with no upfront fees.
Compensation does not depend on the ticket price or travel class. It depends on four practical factors:
A strong claim starts with the facts. Record the actual arrival time as soon as possible, keep all communications you receive and make sure the claim includes the full itinerary, including any connecting flights.
If you do not want to manage correspondence with the airline yourself, ReFly can assess your case and handle your compensation claim.
For flights up to 1.500 km, when the legal requirements are met.
For intra-EEA flights over 1.500 km and other flights between 1.500 e 3.500 km.
For other flights over 3.500 km, in eligible cases.
The airline may dispute a compensation claim when the disruption results from extraordinary circumstances and it can demonstrate that it took reasonable measures to limit their consequences.
Simply stating “operational reasons” or “technical issues” does not automatically settle the matter. When assessing a claim, the specific cause, the flight affected and the measures taken to avoid or reduce the delay all matter.
Even when compensation is not due, the right to assistance may still apply, as may the right to choose between a refund and rerouting in the cases provided for by law.
A refund covers the price of an unused ticket, whereas compensation is a fixed sum paid for the inconvenience. These are separate claims and, in some cases, both may apply.
ReFly handles compensation claims. For a ticket refund, Norwegian advises passengers to use its own customer service process and the options available in their booking.
Depending on the flight distance and the length of the wait, you may be entitled to meals and refreshments, communication facilities, overnight accommodation and transfers. Keep receipts for reasonable expenses if assistance is not provided.
If Norwegian offers a voucher or travel credit following a cancellation, always check that accepting it is an informed choice on your part. A voucher may be useful, but it does not automatically replace a cash refund when one is due.
This alone is not enough to qualify for compensation. However, it is useful to record any updates received and the actual flight time.
For shorter routes, the right to assistance may arise after two hours. The requirements depend on the flight distance.
This is generally the relevant threshold for monetary compensation, provided the disruption falls under the regulation and no extraordinary circumstances apply.
If you decide not to travel, you may be entitled to a refund for the unused ticket. Do not confuse this option with compensation, which is assessed separately.
We check the route, timings, documents and eligibility under the applicable legislation.
We prepare and manage the compensation claim using the available information.
If your claim is successful, compensation is awarded according to the outcome of the case.
A negative response does not necessarily mean the case is closed. It is important to read the reasons given, compare them with the actual timings and check whether documented extraordinary circumstances have been cited.
You can keep all correspondence and request a reassessment of your case. If Norwegian does not respond or the outcome is unsatisfactory, there are also channels available through the relevant passenger rights authorities.
If your flight is cancelled, Norwegian must offer you a choice between a refund and rerouting. Additional compensation depends on when you were informed, the alternative offered and the reason for the cancellation.
| Route category | Potential compensation |
|---|---|
| Up to 1.500 km | 250€ |
| Over 1.500 km intra-EEA flights and other flights between 3.500 km | 400€ |
| Other flights over 3.500 km | 600€ |
There is no single punctuality figure that determines entitlement to compensation on its own. Two flights on the same route can have different outcomes depending on the arrival delay, cancellation notice, connecting flights and the stated operational reason.
For this reason, a Norwegian claim must be assessed based on the actual journey: route, date, actual timings and documentation. If you arrived at your final destination more than three hours late or your flight was cancelled, ReFly can check your eligibility free of charge.
If the flight falls under EC Regulation 261/2004, arrives at its final destination at least three hours late and Norwegian cannot prove extraordinary circumstances, you may be entitled to compensation of €250 to €600.
The regulation protects flights departing from the EU/EEA and, for EEA carriers such as Norwegian, also flights arriving in the EU/EEA when the applicable requirements are met.
If your flight is cancelled, you can choose between a ticket refund and rerouting, subject to the applicable conditions. Monetary compensation is a separate right that depends on the notice given, the alternative offered and the reason for the cancellation.
A voucher can only be accepted if you choose it freely. When you are entitled to a ticket refund, you can request payment in cash through Norwegian’s channels.
Keep your booking confirmation, boarding pass or proof of check-in, communications about the disruption and receipts for reasonable expenses. Always include the flight number, date and full itinerary.
No. ReFly operates on a No Win, No Fee basis: the fee is deducted only if compensation is recovered.
Few air travellers are aware of their rights, and many do not have the legal expertise needed to claim compensation in the event of a cancelled or delayed flight. Even when they are informed, the process of obtaining compensation from airlines can be complex.
