Norwegian review by Janet

NORWEGIAN AIRWAYS FLIGHT CANCELLED AT BOARDING IN CRETE PASSENGERS TOLD TO FIND THEIR OWN ALTERNATIVE FLIGHTS HOME My family of 4 was due to fly on Norwegian Air flight D82581 @ 7.30 am on 5 August from Chania Airport to Gatwick. Whilst waiting to board we were told that a crew member had exceeded maximum flying hours** and the flight would be delayed – later amended to cancellation. The plane took off empty for its return flight. A member of airport staff eventually said that accommodation would be found for one night, but that passengers had to find their own alternative flights back. The Norwegian alternatives online were a 12 hr+ flight on Monday via Stockholm, an overnight stop in Oslo on the Tuesday, or the next direct flight would be Thursday 9th. Everyone was trying to access the internet and any alternative flights were quickly fully booked. There was no assistance for those who did not have internet access. Anyone wanting to wait for the Thursday direct flight was told they would not get accommodation refunded. No transfers would be paid for either. Eventually we managed to book a BA flight from Heraklion @ 21.40 on 6th at our own expense. We were fortunately allowed to go back to our hotel for 1 more night, and additionally incurred taxi fares for the 3 hour trip to Heraklion, plus meals. Some passengers had no money, or small children, and could not even afford the transfers. Our travel insurers told us that the claim should be first through the Airline, and the holiday company we booked through says the same. We have claimed the £1250+ spent through Resolver, but having signed up to a Facebook Group “Norwegian Airlines Experiences from Hell”, discover that over 1800 people have or have had issues with this airline, and we are fearful of not receiving either our expenses or compensation/refunds. Some passengers have been refused, due to "staff sickness being an exceptional circumstance" (which it isn't. The worst part is not knowing in this situation what you should do! We were fortunate that we could put alternative flights on credit card, but they still have to be paid for, and we feel totally abandoned. We know that we are entitled to refunds, but do not have any confidence that we will get them. Other passengers have had their claims refused due to "staff sickness being an exceptional circumstance". Desperately waiting for an outcome to this disgraceful situation.