This low-cost carrier’s rapid expansion is something to marvel at, but when it comes to passenger complaints, The Guardian reports that they leave much to be desired. Frequent schedule changes, last minute delays and cancellations are a big source of irritation to the carrier’s passengers.
Norwegian may be notable for its rapidly expanding network, but when it comes to passenger complaints, The Guardian reports that the low-cost carrier leaves much to be desired.
The outlet indicates that, according to data released by the UK’s Civil Aviation Authority (CAA), it receives a high number of complaints from the nation’s passengers. The information released by the CAA records complaints received against a wide spread of airlines, from large national carriers to regional, charter and package tour operators.
Examining the CAA’s Q2 statistics, Norwegian received 536 complaints per million passengers. To put this figure in perspective, British Airways received just 63.
The outlet reports that last minute cancellations are an on-going irritation for passengers, especially among those who are using Norwegian for long-haul travel. “The customers affected say the airline frequently cites extraordinary circumstances as the reason, which means passengers don’t qualify for EU-mandated levels of compensation,” explains the paper.
Changes in schedules, delays in refunds and refusal to stump up compensation are also major points of contention among the carrier’s passengers.
Speaking to the outlet, Cherry Griffiths relayed her experience with Norwegian, explaining how she and her family had their flight from London to Chicago cancelled earlier this year due to a “technical issue” after an 11-hour wait at Gatwick Airport (LGW).
“One of the worst things was that the passengers were just abandoned to their fate. Our holiday was over before it started,” Griffiths said, adding that the carrier offered no alternative flight arrangements or accommodation for the family, who lived a three-hour drive from London.
Offering its comments on the high level of customer dissatisfaction it receives, the airline says that much of this disgruntlement is due to circumstances beyond its control.
“Norwegian carries 33 million passengers annually to 50 destinations worldwide. Frequent air traffic control strikes across Europe and adverse weather conditions, which are beyond the control of airlines, invariably impact punctuality,” a spokesperson told the outlet.