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Can Norwegian Air bump us off a flight after a 5+ hr change?

Reading, UK
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8 posts
28 reviews
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Can Norwegian Air bump us off a flight after a 5+ hr change?

Can anyone tell me whether Norwegian.com can give us a refund after we asked for longer to look into changes and now they won't reinstate our flights? They just hung up on me after calling their premium rate number.

Our flight for 2 adults and 2 teenagers to Split was due to take off at 12.45. We got an email recently saying it was moving to 18.00. Trouble is that only would this mean arriving at our destination at 1 am, but we are transferring from Jersey at 08.00, so will have 10 hours at Gatwick airport. We booked for £840 on the day of release, and today's price for those flights are £800 more. BA (love them) have agreed to let us go later, so the flights are not so bad, as other alternatives were £500+ more too, but now Norwegian just decided to send an email saying they were giving us a refund. We did everything right and booked early, and now Norwegian can resell our flights and make £800 profit on them. What are we to do now?

Seattle, Washington
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10,857 posts
94 reviews
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1. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

Sorry, I couldn't get through all of that, but I think you are saying you had a flight time change, and Norwegian wants to refund you? I don't know the terms and conditions associated with your ticket. Read them and see if they are allowed to refund. I am guessing they are. I just am not sure what else you are talking about.

Toronto, Canada
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37 reviews
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2. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

How long a time period elapsed between getting the email advising of flight change to 18)) and then getting a e mail from Norwegian giving you the refund?

In other words, how long did you delay getting back to them saying yea or nay to the time change?

Salisbury, United...
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8,217 posts
136 reviews
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3. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

Book new flights. You posted a similar query 10 days ago and they had refunded you then. So what has changed. If Norwegian have cancelled and refunded your flights they can't just reinstate them. You were told before that you couldn't just hang on waiting to make your mind up. You had to make a decision when Norwegian told you of the change. You can't have it all ways.

Not ideal the new flight times but you should have accepted them and made the best of it. You are travelling with teenagers so surely they could amuse themselves while waiting at LGW, not as if they are toddlers.

These things happen with all airlines.

Liverpool, UK
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19,823 posts
34 reviews
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4. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

"after we asked for longer to look into changes" - How much longer are we talking about here - was it 1 hour, 1 day, 1 week or 1 month - in my experience whenever I've been notified of a flight change you have the option to accept or decline and I assume the IT system has a decline default if no accept response is received after the set timeframe.

Reading, UK
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8 posts
28 reviews
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5. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

Norwegian never had a time limit as I know some airlines do. If I had one I would have accepted as sometimes we all need deadlines to help us make a decision. Also because I needed more info from car hire company, airport parking and whether will can get into our booked mobile home at 1am or later.

I had several emails going back and forward, taking 3 weeks to get a reply. Ok I may have had my head in the sand but I'm a busy teacher, so making calls etc. just doesn't happen in term time. All I'm saying is not impressed by customer service at Norwegian. Their phone line says it's 4-6 weeks to process complaints. I'm sure with all budget airlines some people have reason to complain for whatever reason, perhaps if considering Norwegian this may be something to consider, as they admitted it was the newer airlines are the first to get there request time slots rejected. Personally I'm going to always try to fly BA if possible for customer service alone. And Norwegian an email saying ok you have 24 hours or we are refunding you would have made all the difference.

I'll post what does happen in the end, if only to help others in the future.

Edinburgh, United...
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13,584 posts
16 reviews
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6. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

What exactly did the email say that you received from Norwegian about the schedule change?

7. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

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8. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

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TripAdvisor staff removed this post because it did not meet TripAdvisor's forum posting guidelines with regards to family-friendly language and/or subject matter. We will remove messages or topics that contain objectionable language and images (avatars or links to pornography), including but not limited to profanity, obscenity, vulgarity, pornographic literature, racial slurs, hate speech, personal insults, hostile comments and threatening language.

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9. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

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TripAdvisor staff removed this post because it did not meet TripAdvisor's forum posting guidelines with regards to family-friendly language and/or subject matter. We will remove messages or topics that contain objectionable language and images (avatars or links to pornography), including but not limited to profanity, obscenity, vulgarity, pornographic literature, racial slurs, hate speech, personal insults, hostile comments and threatening language.

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10. Re: Can Norwegian Air bump us off a flight after a 5+ hr change?

-:- Message from TripAdvisor staff -:-

TripAdvisor staff removed this post because it did not meet TripAdvisor's forum posting guidelines with regards to family-friendly language and/or subject matter. We will remove messages or topics that contain objectionable language and images (avatars or links to pornography), including but not limited to profanity, obscenity, vulgarity, pornographic literature, racial slurs, hate speech, personal insults, hostile comments and threatening language.

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Removed on: 20 April 2014, 19:45
Edited: 20 April 2014, 19:45