Norweigan Air Shuttle

Our flight was cancelled in March 2020 due to covid, no refund offered just said that they would put it as a credit to go to when we can fly.

We are in the UK and our flight was to the USA, the next month they said that they were pulling out of flying internationally and only in Europe,

the only place they now fly to is Oslo- where I have been and don't want to go back to, from the UK

Have called and emailed about getting a refund- no joy, they owe me £3,000

BAD CUSTOMER SERVICE

UNETHICAL

DONT USE

Norwegian Air Shuttle Review

Having flown across the Atlantic Ocean from the UK to Florida many times on almost all of the major airlines, as well as with some budget ones and in all cabin classes, I thought it was time to sample what was on offer from the 'new kid on the block'...Norwegian Air Shuttle from Gatwick to Fort Lauderdale and return.

On studying the many variations of prices as to seating, food and on board amenities, I chose to fly in its Premium Cabin, selected and pre-booked the seat I wanted and the meal package and arrived at Gatwick at the time suggested by the airline.

Having an aversion to the self check-in systems now so prevalent – but which are so often confusing – I presented myself to one of the manned check-in desks. That process went smoothly and I was happy to learn that departure time was on schedule.

The Premium fare also included access to one of the airport's lounges...the Number I Lounge. My first impression was one of dismay on noting the overcrowding and lack of seating. The word 'lounge' seemed to be a misnomer, as the majority of seats were upright dining chairs set around closely packed tables and the few actual 'lounge seats' were occupied.

The only hot food displayed on a table in the centre of the room, was a metal canister containing lukewarm carrot soup, from which customers had to self serve using an encrusted ladle. There were a few other food items available to order, such as a Bacon Roll, which on being served by one of the overworked staff, turned out to be a soggy concoction, which, after one bite, stayed untouched on the plate.

Three hours in this 'lounge' was certainly unsatisfactory and anything but comfortable.

Onwards to the departure gate where boarding was on time. The aircraft – a Dreamliner – is indeed a beautiful and quiet piece of modern engineering. The seats in the Premium Cabin came as a surprise, certainly more spacious, comfortable and cleverly designed than any I had experienced in the comparable cabins of the major, full service airlines, which ply the same route.

Each seat was equipped with a large touch-screen entertainment system with enough choices to satisfy the most ardent film buff and with games galore and a constantly available global information segment.

I found the cabin crew to be efficient, professional, smiley and willing to serve....AND...there were enough of them to cater without delay!

This outward leg exceeded my expectations in every department, except for the food and the manner in which it was served in a cardboard box containing both the hot meal of choice and other bits of food. Adding to that disappointment was when unwrapping the paper napkin and finding a tiny plastic knife, fork and spoon. I did not envisage such having paid for a Premium Cabin seat.

The nine and a half hour flight 'across the pond' went well and the aircraft landed spot on time, taxied to its designated stand out of sight of the terminal building before the seatbelt sign turned off and doors opened. Then came the next surprise and certainly not a welcome one, when on exiting passengers were faced with a steep set of metal stairs leading down to the ground.

Like one has seen on TV, Japanese commuters being herded and pressed into city trains, we experienced a similar process when having to climb aboard a bus and constantly being ordered to move closer and closer together to accommodate more passengers. Crammed like sardines, the bus began its long, long journey to the arrivals terminal to disembark. Then the real agony began.

Tortuous is the best word I can conjure to describe the journey through Fort Lauderdale's so called 'International Airport'. Aircraft were landing in constant streams, mostly from Caribbean Islands, Mexico and nearby countries, with their passengers adding to the chaotic situation inside the terminal.

Airport staff were rude, absolutely unwelcoming and carried an air of resentment that they had to perform their duties. Laggardly describes the immigration staff and 'unbelievable' best describes the staff who constantly shouted orders for passengers of certain flights to do this and that.

Eventually through immigration and into the tiny baggage claim hall. Two! Yes, Two carousels only – both empty and unmoving. During the HOUR that I spent waiting for the one on which my luggage was to appear, many hundreds of passengers completely filled the hall. Heated arguments could be heard, children were crying, elderly people having to sit on the floor because there were NO seats and in the rising temperature, tempers did similarly.

When my case eventually appeared and when trying to fight my way through to reach it, it was then that I noticed that its telescopic handle was broken.

So, two hours after alighting from the bus, I finally got through the terminal to my awaiting car driver for the final 150 mile journey north by road to my accommodation.

None of this quite unbelievable scenario can be blamed upon Norwegian Air Shuttle, Fort Lauderdale airport is just not fit for purpose...could that be the reason that this airline also now offers flights from London to Orlando?

I have written four letters to Fort Lauderdale Airport Manager but have not even had the courtesy of an acknowledgement, never mind a reply.

Now on to my return flight.

Scheduled departure time 22.00hrs. Actual departure only 15 minutes later. Same aircraft, same cabin, same seat. Cabin crew as good as my outbound flight. The cabin lighting and ambience does help one to relax and even sleep. The meal served – again in the cardboard box, was adequate and many types of drinks were readily available throughout the flight. With a following jet stream, we shot eastwards at over 600 mph, landing at Gatwick exactly on time.

This then is the account of my experiences with Norwegian Air, the Gatwick number 1 Lounge and Fort Lauderdale Airport.

If I was to use the scale 'marks out of ten'. I would award 8 – 3 and 0 respectively.

Their policy of not giving credit for a booked flight that needs to be rescheduled is appalling. Unlike any other airline in the world. Finally had to lose $1500 because I was unable to make my flight or have an chance to rebook.....even with a penalty! It is the worst kind of business and shouldn't be tolerated or allowed. Don't patronize them. Ever.

Booked via the internet from Australia - then realised I had made an error in my flight. I tried to change online, but it would not accept the change and referred me to ring their contact centre. The contact centre did not answer a number of times so I tried their chat line - it also did not operate outside EU time, so I had to wait until the chat line opened. I am some 9 hours ahead of Norway time so morning is evening in Australia.

I contacted via chat as soon as they opened, but the chat line referred me to the contact centre where I was on hold for some time before being denied because I had not made my change within 4 hours!! I complained to their HO, but simply received an email restating their Terms and Conditions and a refusal and advising that they do not subscribe to the EU dispute resolution service.

My flight was not for another 4 months, but they will keep my money. This is a complete SHAM and speaks volumes for Norwegian's ethics. Fly with someone that operates ethically.

Literally nothing good about our experience. Diverted and delayed to Shannon, Ireland for 12 hours, causing us to miss a full day of our honeymoon. On the return flight, I was forced to check my small carry on which was then lost. It's been missing for a long time and I have never been able to speak with a customer service rep. I plan on taking this issue as far as I can. Unbelievable, terrible service.

this must be the worth airline ever .waste of money

So I buy a new car from the dealer but a 20 year old second-hand thing turns up? How does this work?

Dreadful service food and safety.

Not flying with them ever again

4 flights in a week, 3 delays. Awful. Final one 3 hour delay, no place to buy food or water for even babies. No reps no care. Stay away awful

Just got back from Fuerteventura. Flew out from Gatwick, check in was super slick 4 of us were airside within 15 minutes of entering the airport. Boarding was a breeze, the flight was easy, legroom was good and the staff were all lovely. Coming back was similar but with a 10 minute delay - no big deal. All in all the best flight experience we've ever had for short haul and we are looking to use them again on our next holiday, I'm a tight so-and-so but would pay a little more to fly Norweigan over the likes of Monarch or Easy Jet. I'm amazed the reviews on here don't match my experience - maybe only their disgruntled customers take the time to write reviews and the happy ones just get on with booking their next trip.

We fly Norwegian Stockholm (Arlanda) to Madrid (Barajas) on the 27th July, In general the flight was pleasent, the plane was comfortable and clean, the staff could have been more friendly and helpful but could have also been alot worse. The problem comes from Norwegian when something goes wrong, and believe me it will i have been monitoring Twitter and Facebook since my trip with them, and the Twitter hashtag #NeverFlyNorwegian and the Facebook group "Norwegian Airlines Experiences From Hell" are growing day by day. Their customer service is non existent, with the only function they seem capable of is giving false apologies and passing the blame onto anyone except themselves, the list of failings to be found is just amazing from delays/cancellations, lost/stolen baggage, customers being charged extra for mistakes made by the airline.