Irregularity is an unplanned situation that may lead to a delay/ cancellation/ rerouting/ diversion (or similar) of a flight. Occurs normally on the same day as departure.

When things don’t go as planned, we’ll do everything we can to find a solution and get the passenger to their destination as quickly as possible.

Notification of irregularity:

Both GDS and web bookings will be notified by SMS or email. Please make sure that the correct contact details are registered in the booking. SMS updates will be sent automatically.

• • • Additional informartion:

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      • Depending on the modifications made to the itinerary, the passenger may be entitled for an involuntary rebooking or a full refund.  
         
        • Irregularities occur close to departure (normally the same day) and should not be mixed up with schedule change. Schedule change is a change in departure time for a flight ahead of time (normally made more than 14 days before departure).
          Contact Agent Support if you are not sure how to handle these changes.
      • Even if you’re notified of the delay before you arrive at the airport, we ask you to check in on time (according to your original flight time), unless advised otherwise. Sometimes it’s possible that the delay may be shorter than expected, and we really don’t want you to miss your flight.
      • If your booking is affected by an irregularity (delays and cancellations, usually on the day of travel) and this results in a need for a hotel stay, you’ll receive an SMS or e‑mail from us with instructions on how to book the hotel.  
         
        • After involuntary changes of E-ticket, verify whether the SSR service has been automatically transferred and  associated with the new flight segment.
          If the SSR service has not been automatically transferred, it must be added to the new segment, and the EMD-A must be re-associated or reissued.
          Go to EMD for more information.
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• IRREGULARITY	ALLOWANCE
  Delay less then 2 hours	Normal fare rules applies
  Delay between 2-5 hours	Free change to an alternative flight available in the system up to 365 days after the original travel date (same origina/destination), including any onward and/or return flights with us. The passenger is not entitled to a full refund. Exception: If the passenger has a round trip the same day we can authorize a full refund.
  Delay of 5 hours or more, or cancelled flights	Free change to an alternative flight available in the system up to 365 days after the original travel date (same origin/destination) or full refund, including any onward and/or return flights with Norwegian.
  Delay affecting a connection (the booking was booked as a valid connection)	Free change to the next available connection or full refund of the entire booking if passenger wish to cancel.

• WAIVER IS REQUIRED WHEN

  • There is no availability within same ticket type**  • There has been a broken connection and you need to change the not affected leg of the transit journey • You need to reroute from a direct flight to transit or vice versa • You need to rebook to another airport within the same city

  NOTE: An ADM will be issued if waiver has not been requested or the ticket is not reissued according to our rules and guidelines

  ** Ticket type = Restricted or Flex

• ALLOWANCE WITHOUT WAIVER	ACTION
  The booking has status UN or UN/TK and the passenger is requesting a full refund	Add a remark in the booking : FULL REFUND DUE CNL <flightnbr/ddmmm>
  If you want to rebook to the same routing within Norwegian's network (DY/D8)	Use same or lowest available fare class within the same ticket type, Restricted or Flex. Add remark: INVOLSC<flightnbr/ddmmm> in endorsement box and reissue the tickets.
  If Norwegian adds new flights to the booking and the passenger accepts the changes, and all segments have a valid e‑ticket number	No action needed

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  In case you need a waiver from us, please contact us

   

• Created October 28th, 2026