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 for flights departing from or arriving in the EU/UK with an EU carrier. Below is a concise overview based on the latest available information as of June 24, 2025:
24-Hour Cancellation Policy:
- For LowFare, LowFare+, and Premium tickets booked directly through Norwegian’s website or app, you can cancel within 4 hours of booking for a full refund, including taxes and fees, provided the flight departs at least 7 days later (168 hours or more). This aligns with U.S. DOT regulations for U.S.-related bookings.
- After the 4-hour window, these tickets are non-refundable, and only unused government taxes/fees may be refunded upon request.
- Flex and PremiumFlex tickets can be canceled anytime before departure (up to 30 minutes prior) for a full refund, with no time restriction.
General Cancellation Rules:
- Non-Refundable Tickets: After the 4-hour window, LowFare and LowFare+ tickets can be canceled up to 30 minutes before departure, but no refund is provided except for taxes/fees. Cancellation fees may apply, and the ticket value is forfeited.
- Refundable Tickets: Flex and PremiumFlex tickets allow cancellations with no fees, and the full ticket price is refunded if canceled before departure.
- 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 any fare difference). Name changes cost USD 75 per person.
- No-Show: If you miss your flight without canceling, the ticket value is forfeited, and no refund is issued.
Special Circumstances:
- Cancellation Protection (£9/~USD 12 per person): If purchased at booking, you can claim a full refund for cancellations due to illness (passenger or immediate family), a positive COVID-19 test, or mandatory quarantine, with a medical certificate and/or proof of family relationship. Submit documents within 1 month of cancellation. This does not cover pre-planned medical procedures or non-medical reasons.
- Medical/Bereavement: Without Cancellation Protection, refunds may be considered with documentation (e.g., medical certificate, death certificate), but approval is not guaranteed. Contact Norwegian directly.
- Third-Party Bookings: If booked through agents (e.g., Expedia, Kayak), the 4-hour refund policy may not apply, and cancellations are subject to the agent’s terms, which may include additional fees.
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 may apply).
- Third-Party: Contact the booking agent directly, as online cancellation may not be available.
Refund Processing:
- Eligible refunds (e.g., within 4 hours, Flex tickets, airline-initiated cancellations) are processed within 3–7 days to the original payment method, though delays up to 10 days have been reported.
- For non-refundable tickets, only taxes/fees are refunded after any applicable fees.
- Vouchers, if issued, have limited validity (e.g., 6–12 months) and are non-transferable.
EU/UK Passenger Rights:
- For flights departing from or arriving in the EU/UK with an EU carrier, EC 261/2004 applies, entitling passengers to:
- Compensation (€250–€600) for cancellations or delays over 3 hours, unless due to extraordinary circumstances.
- Refunds or re-routing for cancellations.
- Care (meals, accommodation) for delays over 2–3 hours, based on flight distance.
- Claims can be filed for disruptions up to 2–5 years, depending on the country (e.g., 2 years in Norway, 5 years in the UK).
Customer Feedback:
- Passengers report smooth refunds within the 4-hour window but frustration with non-refunded tickets afterward. Some received CashPoints (Norwegian’s reward currency) instead of cash, causing dissatisfaction.
- Customer service is criticized for slow email responses and long phone wait times. Keep records of all interactions.
- Norwegian’s punctuality is solid (75.94% on-time), but occasional delays frustrate passengers.
