Norwegian Air Shuttle Missed Flight Policy

Overview

Norwegian Air Shuttle ASA (Norwegian), a low-cost carrier based in Norway, operates from hubs in Oslo, Stockholm, and Copenhagen to over 100 destinations across Europe, North Africa, and the Middle East. Its missed flight policy is governed by its General Conditions of Carriage, fare rules, ticket type, EU/UK Regulation 261/2004 for flights departing from or arriving at EU/EEA airports, U.S. DOT regulations for flights to/from the U.S., and Norwegian aviation regulations. This policy outlines options for passengers who miss their scheduled flight due to personal reasons, airline-related delays, or other circumstances. Norwegian’s operations focus on low-cost travel, with fare types like LowFare, LowFare+, and Flex affecting flexibility and compensation options.

Key Policy Details

No-Show Policy: A passenger is considered a "no-show" if they fail to check in by the deadline (30 minutes before departure for domestic flights, 45 minutes for international flights excluding Dubai, Israel, Thailand, and USA, or 60 minutes for those destinations) or arrive at the boarding gate (20 minutes before departure). For non-refundable tickets (e.g., LowFare, LowFare+), the ticket value is forfeited, and the entire itinerary, including return or connecting flights, is canceled as tickets must be used in sequence. Notify Norwegian immediately via the Manage Booking section, mobile app, or airport counter to explore rebooking options. A no-show fee (e.g., €65, approximately $70 USD, depending on fare type and route) may apply. Unused taxes and fees are refundable, less an administrative fee (e.g., €30, approximately $32 USD). For short-haul flights (up to 1500 km), the fee is approximately €50; medium-haul (1500-3500 km), €65; long-haul (over 3500 km), €80.
Non-Refundable Tickets: No cash refunds are provided for missed flights on non-refundable tickets (e.g., LowFare, LowFare+). Rebooking is possible up to 30 minutes before departure, subject to availability, a change fee (e.g., €65 for LowFare/LowFare+ or $75 USD for domestic/international flights, plus fare differences). Changes must be made via the Manage Booking section, app, or airport counters (service fee of €30/$25 USD per person, each way, may apply at counters). If the same fare class is unavailable, a higher fare applies with no refund for lower fares. LowFare tickets are highly restrictive and may not allow changes after departure. Name changes are allowed for a fee (e.g., €65/$75 USD) before the first flight in the booking commences.
Refundable Tickets: Flex tickets are refundable for the unused portion with no penalty if canceled at least 30 minutes before departure. Refunds are processed to the original payment method or as travel vouchers (valid for 12 months) within 7-30 days via the refund form or Customer Service. Requests must be made within 12 months of ticket issuance. For Norwegian Reward redemptions (Spenn or CashPoints), points are re-credited, but a service fee (e.g., €50, approximately $53 USD) may apply.
24-Hour Risk-Free Cancellation: For tickets purchased directly from Norwegian (ticket number starting with “DY” or “D8”), you can cancel within 24 hours of booking for a full refund if the flight is at least 4 hours away, per fare rules and U.S. DOT regulations. This applies to all fare types and must be requested via the Manage Booking section or app. Tickets purchased through travel agencies may not qualify, and refunds may take longer.
Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Norwegian-operated flight within the same booking (ticket number starting with “DY” or “D8”), Norwegian will rebook you on the next available flight at no cost, provided the connecting time is at least 120 minutes. If the delay exceeds 3 hours at your final destination and is within Norwegian’s control (e.g., technical issues), you may be eligible for compensation: €250 for flights up to 1500 km, €400 for 1500-3500 km, or €600 for over 3500 km under EU/UK 261 (for flights departing from or arriving at EU/EEA airports), or up to $650 USD under U.S. DOT rules. Compensation may be reduced by 50% if the alternative flight arrives within 2-4 hours of the original schedule. For delays of 2+ hours, meal vouchers or refreshments are provided; for 5+ hours, you may opt for a refund; for overnight delays, accommodation and transfers are offered if away from your home airport. Self-connections (separate bookings) are not covered. Retain receipts for reimbursement.
Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control strikes, or security issues). Norwegian will assist with rebooking or refunding unused taxes and fees, less an administrative fee. Passengers are responsible for additional expenses (e.g., accommodation, transport). Travel insurance is recommended.
Denied Boarding: If you miss a flight due to overbooking and checked in on time with valid documentation, Norwegian will seek volunteers first. If involuntarily denied boarding, you will be rebooked on the next available flight and may receive compensation: €250-€600 under EU/UK 261 for flights departing from or arriving at EU/EEA airports, or $200-$650 USD under U.S. DOT rules, depending on delay duration. Volunteers receive agreed-upon compensation, typically a voucher. Meals or refreshments are provided while waiting.
Special Circumstances: For missed flights due to medical emergencies or bereavement, Norwegian may waive fees or offer refunds/vouchers with valid documentation (e.g., medical certificate, death certificate) submitted via the Customer Service form or email. Approval is reviewed case-by-case, and delays in documentation may lead to rejection.

Steps to Take if You Miss Your Flight

Contact Norwegian immediately via the Manage Booking section, mobile app, or airport counter within 24 hours of the scheduled departure to request rebooking or preserve ticket value as a voucher (valid for 12 months). Provide your booking reference (e.g., six-letter code like ABC123). Airport counters are recommended for faster processing during peak periods, though a service fee (€30/$25 USD per person, each way) may apply.
Explain the reason for missing the flight to determine eligibility for rebooking, vouchers, or fee waivers. For special circumstances, submit documentation via the Customer Service form or email promptly to avoid rejection.
Check your ticket’s fare rules in the Manage Booking section to understand applicable fees, restrictions, or refund eligibility. LowFare and LowFare+ fares are restrictive, while Flex fares offer more flexibility.
Submit compensation or refund claims via the refund form, Manage Booking section, or Customer Service, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds take 7-30 days; claims are acknowledged within 7 days and processed within 30 days. Keep the reference number to track status.
Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days for damage or 21 days for delays via the Baggage Irregularity Report form.
Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents). Request an Insurance Verification Form via Customer Service for insurance claims.
For EU/UK 261 claims (flights departing from or arriving at EU/EEA airports), submit directly to Norwegian to avoid third-party fees. If unresolved, escalate to the Norwegian Civil Aviation Authority (Luftfartstilsynet), UK CAA, or EU national authorities. Claims can be filed up to 6 years after the flight.

Note: Policies vary based on ticket type (LowFare, LowFare+, Flex), fare rules, and booking channel (direct or through a travel agency). For codeshare flights (e.g., with Widerøe), the operating carrier’s rules may apply. Always review fare conditions at booking, arrive early (2 hours for domestic, 3 hours for international flights), and use the Norwegian app for updates, though technical issues (e.g., payment errors, check-in failures) have been reported. Check-in closes 30 minutes (domestic) or 45-60 minutes (international) before departure; boarding gates close 20 minutes prior. Online check-in is available 24 hours to 30 minutes before departure, with Direct to Gate service for hand luggage only on select Nordic/European routes (excluding UK, Dubai, Israel, Thailand, USA). Recent data (2025) shows Norwegian’s on-time performance at 82.75% over 82,791 flights, with 1.35% cancellations (3 flights daily). Customer reviews note frequent delays (1 in 5 flights) and slow refund processing (7-30 days). For complex claims, consider services like AirHelp or EUclaim, though they may charge fees (e.g., 25-50% of compensation).

Additional Information

If Norwegian cancels or delays your flight by 3+ hours or cancels with less than 14 days’ notice, you may choose a refund, rebooking, or compensation, depending on the circumstances. For cancellations within Norwegian’s control, you may receive a full refund (including fees for baggage or seats) or rebooking on the next available flight at no cost, potentially with partners like Widerøe. Compensation for EU/EEA flights (€250-€600) can be filed up to 6 years after the flight, or within 1 year for U.S. claims ($75-$650 USD). For delays over 2 hours, meal vouchers or refreshments are provided; for 5+ hours, you may opt for a refund; for overnight delays, accommodation and transfers are offered if away from your home airport. Retain receipts for expenses and submit claims within 21 days for delays or 7 days for baggage issues. For unresolved claims, escalate to the Norwegian Civil Aviation Authority (Luftfartstilsynet), U.S. DOT, or EU/UK authorities. Comprehensive travel insurance is recommended. For more details, review Norwegian’s General Conditions of Carriage or Customer Service Commitment.