Important information


Published: May 14, 2021 (10:10 CET)

Travel agency claims


Due to the adverse financial distress caused by the COVID-19 crisis, Norwegian entered a court-supervised reconstruction process in Ireland on 18 November 2020. Norwegian also entered a supplementary court-supervised reconstruction process in Norway on 8 December 2020. It has unfortunately proven impossible to allow the reimbursement of outstanding refund claims due to the principles of these processes.

CLAIMS FROM 18 NOVEMBER 2020
Claims where the flight disruption occurred on or after 18 November 2020 will be refunded continuously, and can be processed through the GDS, while WEB bookings (API and Agent Portal) can be claimed via our online form.

CLAIMS BEFORE 18 NOVEMBER 2020
Travel agencies with outstanding claims for bookings (BSP, ARC and WEB) where the flight disruption or other expenses associated with the claim occurred before 18 November 2020 are subject to an examinership process in Ireland and a reconstruction process in Norway. This means that travel agencies will have the same terms as other unsecured creditors and only be entitled to a percentage of their claim.

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See our Covid-19 hub for latest updates, face mask onboard, entry requirements
and other useful information


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Published: February 16, 2021 (13:45 CET)

Ticketless in Amadeus GDS was terminated February 26, 2021.
More details are found here

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Updated: February 2, 2021 (10:45 CET)

Covid-19 policy 

  • In light of the travel restrictions due to COVID-19, this is what we currently offer:


  • Individual GDS bookings (issued in BSP/ARC)

  • Cancelled flights
    • Amadeus has extended the purge date for all PNR’s with cancelled DY/DI/D8 segments with a departure date after 19th of April 2020
      - Does not apply for Sabre/Travelport+ (Galileo)
      - Does not apply if passenger was NOSHOW on the flight
    • The validity of e-ticket record has been extended to be valid 1 year from the latest
      flight date in e-ticket
      - This applies for all GDS'
    • See procedures for schedule change and involuntary reissue: Schedule change policy 
      - Add following text in endorsement: INVOL.CHNG DUE TO CORONA CNL <original flightnbr/ddmmm>
    • For change of origin/destinations on a cancelled flight (UN status), fare difference must be collected.
      - If change results in a lower fare, there is no refund of fare difference
      - Add following text in endorsement: INVOL.CHNG DUE TO CORONA CNL <original flight/ddmmm> 
    • Cancelled flights (UN status with no alternative flight option) can be changed after original departure but within 2 months after original departure
    GDS refunds
      • Claims where the flight disruption occurred after 18 November 2020 can be processed
        through the GDS. Full refund without a waiver is allowed if the flight was cancelled by Norwegian (UN Status with no alternative flight option)
      • US agents are requested to contact us if you have any questions
 


Individual WEB bookings (Agent Portal/API)

  • Cancelled flights
    • If your customer received a SMS or EMAIL with information that a flight is cancelled, you can rebook or cancel the flight.
    • Free changes and cancellation can be made through the Agent Portal
    • Go to flight status to see if the flight has been cancelled.
  • WEB refunds
 


GDS Group bookings (BSP/ARC)

Cancelled flights
  • For already ticketed bookings: Involuntary change to the same routing within Norwegian's network (DY/D8/DI)*
  • Add endorsement in booking: INVOL.CHNG DUE TO CORONA <flightnbr/ddmmm>
  • For bookings where only deposit is issued: Follow Schedule change policy for group reservations
  • * Contact Agent Support for rerouting

    • GDS Group refunds
      • Claims where the flight disruption occurred after 18 November 2020 can be processed
        through the GDS. Full refund without a waiver is allowed if the flight was cancelled by Norwegian (UN Status with no alternative flight option).
      • US agents are requested to contact us if you have any questions.
 


WEB Group bookings (Agent Portal)

Cancelled flights 
  •  

Contact Agent Support if you have any additional questions.