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Schedule change policy


Updated July 17, 2020

Normally we will operate our flight according to original time table, but sometimes we need to adjust the timetable for different reasons. These changes are normally made more than 14 days before scheduled time of departure and booking is updated with a TK, UN/TK or UN segment. 


Notification of schedule change:

    • Booked in GDS: Notification will be sent on schedule change queue in your GDS.
    • Booked on WEB: Notification will be sent to the email address registered in the booking.


Additional information:

    • When a schedule change is accepted/confirmed in GDS or per email/phone, the confirmation is binding and normal fare rules apply.
    • Schedule changes are made more than 14 days before scheduled time of departure and should not be mixed up with delays and irregularities close to departure where other rules apply. Contact Agent Support if you are not sure how to handle these changes.
SCHEDULE CHANGE
ALLOWANCE
Less than 2 hours • Normal fare rules apply, except when it is a broken connection.
2 hours or more
  • • Free rebooking to the same citypair on any alternative time/date available on Norwegian's network (DY/D8/DI)
5 hours or more • Full refund
Broken connection • Full refund*   or
• Free rebooking to the same city pair on any alternative time/date available on Norwegian's network (DY/D8/DI)
Cancelled flight
(no alternative flight option)
IMPORTANT INFORMATION SEE BELOW GUIDELINE FOR WHEN YOU NEED WAIVER/AUTHORIZATION

* BSP markets: Request for refund in BSP-link 
* US market: If you have any questions, you are requested to contact us


E-TICKET (issued in BSP/ARC)

    • If routing is the same and accepted by the passenger and all segments have a valid e-ticket number, confirm the segment in your GDS without any further action.
WAIVER IS REQUIRED WHEN:
  • There is no availability within same ticket type** (Note: Cabin change is not allowed).
  • 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.
  • You want to cancel and request full refund because schedule change is not accepted by the customer
  • AN ADM WILL BE ISSUED IF WAIVER IS NOT RECEIVED OR THE TICKET IS NOT REISSUED ACCORDING TO OUR RULES AND GUIDELINES.

 

ALLOWANCE WITHOUT WAIVER:
ACTION
Cancelled flight (no alternativ flight option) • Add remark in booking: FULL REFUND DUE CNL <flightnbr/ddmmm>
Free rebooking to the same routing within Norwegian's network
(DY/D8/DI)
• Use same or lowest available fare class within the same cabin/ticket type**.
• Add remark in endorsement box.
• Reissue the ticket.
Involuntary reissue if we have changed the routing and this is
accepted by the customer.
• Add remark in endorsement box.
Text in endorsement box (add affected flightnbr/date) • INVOLSC<flightnbr/ddmmm>


**
Cabin = Economy or Premium cabin on our transatlantic routes (Long Haul) 
** Ticket type = Restricted or Flex

 

TICKETLESS (Booked on WEB or in Amadeus with OSDY/NASROBOT)

    • WEB: If schedule change is accepted by the passenger, please confirm the change through the link in the e-mail received. If the schedule change meet the criterias for free rebooking, changes must be made through the Agent Portal.
    • AMADEUS: If booked in Amadeus and the schedule change is accepted by the passenger, please confirm the segment in Amadeus. If the schedule change meet the criterias for free rebooking, changes must be made through the Agent Portal.
    • If schedule change is not accepted by the customer and meet the criterias for full refund, cancel the booking and send a refund requests to agentrefund@norwegian.com.