Norwegian Air Shuttle (Norwegian), a low-cost Norwegian airline, has a cancellation policy that varies by fare type and complies with EU Regulation (EC) 261/2004. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy:
- You can cancel LowFare, LowFare+, and Premium tickets within 4 hours of booking for a full refund, including taxes, provided the flight departs at least 7 days later (168 hours or more). This aligns with U.S. DOT regulations for U.S.-related flights.
- After 4 hours, these tickets become non-refundable, and no refund is issued except for unused government taxes/fees upon request.
- Flex and PremiumFlex tickets can be canceled anytime before departure (up to 30 minutes prior) for a full refund, even outside the 4-hour window.
General Cancellation Rules:
- Non-Refundable Tickets: After 24 hours, LowFare and LowFare+ tickets can be canceled up to 30 minutes before departure, but no refund is provided except for taxes/fees.
- Cancellation Fees: For changes or cancellations after the initial window, fees apply (e.g., USD 75 for domestic rebooking, USD 60–100 for international, plus fare differences). Name changes cost USD 75 per person.
- No-Show: If you miss your flight, the ticket value is forfeited, and no refund is issued.
Special Circumstances:
- Cancellation Protection (£9 per person): If purchased at booking, you can get a full refund for illness (passenger or close family), COVID-19 positive test, or mandatory quarantine, with a medical certificate and/or family relationship proof. Submit documents within 1 month of cancellation. Not available for pre-planned medical procedures or non-medical reasons.
- Medical/Bereavement: Without Cancellation Protection, refunds may be considered with documentation (e.g., medical/death certificate), but approval is not guaranteed. Contact Norwegian directly.
- Third-Party Bookings: If booked via agents (e.g., Expedia, Kayak), their cancellation terms apply, and the 4-hour refund policy may not be honored. Contact the agent first.
Cancellation Process:
- Phone: Call +1-877-240-6770. A USD 25 service fee per person applies for phone cancellations.
- Airport: Visit a Norwegian ticket counter (same USD 25 fee).
- Third-Party: Contact the booking agent directly.
Refund Processing:
- Eligible refunds are processed to the original payment method within 3–7 days for direct bookings, though delays up to 10 days are reported.
- For non-refundable tickets, only taxes/fees are refunded after fees.
- Vouchers, if issued, have limited validity (e.g., 6–12 months).
Customer Feedback:
- Passengers report smooth refunds within the 4-hour window but frustration with non-refunded tickets afterward. Some experienced delays or received CashPoints instead of cash.
- Customer service is often criticized for slow responses and long wait times. Keep records of all interactions.
