My family of 4 was due to fly on Norwegian Air flight D82581@ 7.30 am on Sunday 5 August from Chania Airport to Gatwick. Whilst waiting to board we were told that acrew member had exceeded maximum flying hours and the flight would be delayed –
later amended to cancellation. Somepeople received this news by email. Theplane took off empty.
One member of airport staff tried to find information andeventually 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 a12hr+ 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 anyalternative flights were quickly fully booked. There was no assistance for those who did not have internet access. Anyone wanting to wait for the Thursdaydirect 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 Monday 6th at our own expense. We were fortunatelyallowed to go back to our hotel for 1 night, and additionally incurred taxi
fares for the 3 hour trip to Heraklion, plus meals.
Some passengers had no money, or small children, andcould not even afford the transfers.
Our travel insurers told us that the claim should befirst through the Airline, and the holiday company we booked through (Love
Holidays) say the same. We have claimed the£1250+ spent through MoneySavingExpert.com/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.
The worst part is not knowing in thissituation what you should do! We were fortunate that we could putalternative 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 haveany confidence that we will get them.
Any assistance you can give, or publicity this story canreceived, would be welcome.
Janet Phillips