Norwegian review by Sihyung 2014-09-07

I had a flight scheduled from Oakland to Amsterdam with a stop in Stockholm for a business trip. The flight was delayed 5 hrs and I was going to miss my connection flight. Nobody tried to assist me when I was trying to figure out how I was getting to Amsterdam. The only thing they told me was to call customer service. When talking to the customer service representative, I was told there was nothing they could do and needed to contact my travel agency to rebook my connecting flight.
After having several conference calls with my agent and the Norwegian Airlines customer service agent, nothing was resolved and no two agents had the same answer for me. One said I could not get a refund (even though the flight was delayed 5 hrs and I would miss my connecting flight) the other said I could but that they couldn’t provide any information to confirm a full refund unless my travel agent would cancel my booking first. My agent needed their approval before she could cancel my nonrefundable ticket.
Basically not a single Norwegian Airline worker could solve my issue nor did they want to even help. They told me I should just get on the flight and figure out everything in Stockholm. I could clearly see they just wanted my money and could care less if I was stranded in Stockholm.
I took down the names, location, and employee numbers of everyone I talked to because I was THAT uncertain they would pull something weird. Eventually I figured out on my own that I could file a refund claim online and that they would honor a full refund because the flight was delayed for more than a specific amount of hours (something none of the customer service reps even know, or bothered to tell me). I wasted about 5 hours at the airport after checking in trying to figure this mess out. At one point the manager even spoke to me at the desk and told me there were certainly flights I could take once I was at Stockholm so I can make it to Amsterdam by the time I needed to (even though my agent told me there were definitely no flights in the morning for me to make it to my meeting in time).
After asking for them to retrieve my checked luggage from the aircraft, the front desk worker gave me the worst attitude, told me it would take 10-15 minutes. After 40 minutes of waiting I ask again where are my bags and he rudely tells me to stop asking him and that if I ask again he will get mad. Excuse me? Get mad? What about you do your job and not give me your nasty attitude.
1000000% dissatisfied with my experience with this sad excuse of a company.
I finally got picked up and got driven an hour back home after wasting 5.5 hours of my life at the airport.
What a complete nightmare.
Please do yourself a favor and not book with Norwegian. Even though the cheap prices are enticing, it’s really not worth their BS.