Norwegian refused your compensation

Updated 13 October 2026

Norwegian said no to your EU261 claim. Maybe the letter blamed weather, air traffic control or a technical problem. Maybe it said the delay was under three hours. A refusal is the airline's view, not a ruling, and Norwegian has lost plenty of cases it first refused.

We are not affiliated with Norwegian and do not act for Norwegian.

Why Norwegian cases need extra care

Norwegian is the airline with the most cases at Norway's complaint board, Transportklagenemnda: 842 in 2024, ahead of SAS with 815. It is also the airline that most openly refuses some board decisions on points of law.

• Sweden. In 2015 Norwegian refused to follow Sweden's consumer board ARN in 34 cases, arguing "manufacturing defects" (SVT/TT, 14 September 2015).
• Norway. On a Billund–Oslo flight in summer 2022, Norwegian said the delay was 2 h 55 min. The board said arrival counts when a door opens, not when the aircraft reaches the gate, added 5 minutes because Norwegian had not documented door opening, and awarded €250 to each of three passengers. Norwegian refused to pay.

So plan from day one for the possibility that a board decision is not the end. Keep every document and date.

What the rules say

Under EU261, which also applies in Norway through the EEA, the airline escapes compensation only if it proves an extraordinary event and that it took all reasonable measures (Airhelp v SAS C-28/20, para 23). The burden is on the airline (Wallentin-Hermann C-549/07).

• Technical faults are part of normal operations (van der Lans C-257/14). A hidden defect only counts if the manufacturer or an authority announced it fleet-wide. See our page on technical faults.
• Arrival time is when at least one door opens (Germanwings C-452/13).
• ATC and weather are often accepted as events, but rerouting must include other airlines (C-74/19). In a case reported in the Norwegian press, Norwegian cancelled a Bergen–Stavanger–Gatwick flight over Gatwick ATC restrictions and offered a flight the next day. The board said that was not reasonable when SAS flew to Heathrow the same evening. The passenger got €250 plus the SAS fare.

Be fair about it: Norwegian also wins. A reported case on Alta, with strong wind and a slippery runway, went Norwegian's way because landing was unsafe and it was documented.

What evidence to ask Norwegian for

• the delay code and a timeline for your flight
• for a technical fault: the technical log and any manufacturer or authority notice
• for weather: METAR data for the right airport and time
• for ATC: slot messages or NOTAMs
• the time the doors opened on arrival
• which other airlines' flights Norwegian checked when rebooking you

Step by step

1. Reply to Norwegian in writing. Explain why the refusal does not hold and ask for the evidence.
2. Wait for the answer. About 4 weeks in Sweden and Norway, up to 6 weeks in Denmark.
3. Go to the board for the country where the disruption happened. Norwegian is based in Norway, so in Finland you contact ECC Finland (ecc.fi) before KRIL. In Sweden, ARN may decline a non-resident's complaint about a non-Swedish airline like Norwegian; then use the ECC in your own country. Transportklagenemnda takes any flight to, from or within Norway and accepts English via www.reiselivsforum.no. In Denmark, use Trafikstyrelsen with MitID. See our guide to the Nordic complaint boards.
4. Court if Norwegian refuses the decision. In Norway, after a decision on the merits you can sue directly in tingretten (småkravprosess for claims under NOK 250,000), or use forliksrådet (about NOK 2,071 in 2026). In Sweden, småmål covers claims up to 29,600 kr. Finland has the European Small Claims Procedure up to €5,000. Denmark has its own simplified procedure up to DKK 100,000.

When it is worth it, and when not

Strong: technical faults, crew problems, a disputed "just under 3 hours", and weather or ATC where Norwegian offered only its own next-day flight.

Weaker: a documented runway or airport closure where you were rebooked quickly.

Appeal My Flight writes the reply to Norwegian and the board complaint for €29 per booking, however many passengers. You send it yourself and keep the payout. We cannot promise an outcome.

FAQ

Norwegian says my delay was 2 h 58 min. Is that the end?

No. Delay counts until a door opens at your final destination. Ask Norwegian for the door-open time.

How long do I have?

In Norway, 3 years from the flight, and writing to Norwegian does not stop that clock. Rules differ in each country: see EU261 time limits in the Nordics.

Can I claim hotel and meals too?

Yes. Meals, hotel and transport are claimed on top of the fixed compensation. Keep receipts.