Your rights when the flight does not go as planned

If your flight is delayed, you may be entitled to assistance from the airline while you wait. For longer delays, you may also be entitled to compensation or a refund.

Contact the airline if:

• The flight is delayed
• You have missed a connecting flight
• You want a refund or compensation

Read more:

• Rights in the event of a delay (Norwegian Civil Aviation Authority)

If your flight is canceled, the airline must offer alternative transportation or a refund of the ticket. In some cases, you may also be entitled to financial compensation.

Contact the airline if:

• The flight is canceled
• You need to be rebooked
• You want a refund or compensation

Read more:

• Rights in the event of cancellations (Norwegian Civil Aviation Authority)

If you do not make your next flight on your journey, your rights depend on how the trip was booked and the reason for the delay.

Contact the airline if:

• You have missed a connecting flight due to a delayed flight
• You need to be rebooked on the next available flight

Please note:

• If the entire journey is booked on one ticket, the airline is normally responsible for helping you continue to your destination.
• If the flights were purchased as separate tickets, responsibility may be limited.

Read more:

• Rights in case of delay (Norwegian Civil Aviation Authority)

Strikes, technical failures, or other operational issues at the airport can affect your journey. If this caused your flight to be delayed, canceled, or if you missed your flight, you may in some cases be entitled to assistance or compensation.

Examples of incidents that may occur:

• Strikes at the airport, with the airline, or with partner companies
• Technical problems with check-in, baggage handling, or other systems
• Evacuations or other operational disruptions at the airport

Please note:

• The rights you have depend on what happened, how you were informed, and who was responsible for the incident. 
• In many cases, the airline handles questions about rebooking, refunds, and compensation.

Read more:

• Passenger rights for air travelers (Norwegian Civil Aviation Authority)

If you have a valid ticket and travel documents, arrive on time, but still are not allowed to travel, you may be entitled to compensation and alternative transportation.

Contact the airline if:

• The flight is overbooked
• You are denied boarding against your own will

Read more:

• Rights for air passengers (Norwegian Civil Aviation Authority)

If your baggage does not arrive at the same time as you, this must be reported to the airline’s baggage company as soon as possible (preferably before you leave the airport).

Contact the airline’s baggage service if:

• The baggage has not arrived
• You want to register missing baggage

Read more:

• Delayed, lost, or damaged baggage (Civil Aviation Authority of Norway)

If you discover damage to your baggage after the flight, you must report it to the airline within the applicable deadlines.

Contact the airline’s baggage claims representative if:

• The baggage is damaged
• Contents are damaged or missing

Read more:

• Delayed, lost, or damaged baggage (Norwegian Civil Aviation Authority)

If the baggage is not found after a certain period, it may be declared lost. In that case, you may be entitled to compensation.

Contact the airline if:

• The baggage has been missing for an extended period
• You want to file a compensation claim

Read more:

• Delayed, lost, or damaged baggage (Norwegian Civil Aviation Authority)

Everyone should have equal opportunities to travel by air. If you experienced unfair treatment, discrimination, or a lack of accommodation in relation to your flight, you may have the right to file a complaint.

This may apply, for example, to:

• Lack of or insufficient assistance
• Inadequate accommodation to special needs at the airport or onboard
• Being denied travel because of a disability or reduced mobility
• Experiences of discrimination or unjustified unfair treatment

Contact the airline if the issue concerns:

• Boarding or conditions onboard
• Booking or delivery of assistance services for the flight
• Decisions made by the airline or its employees

Contact the airport if the issue concerns:

• Inadequate accommodation for reduced function/mobility at the airport
• Conditions related to security screening, the airport terminal, or other services at the airport
• Experiences with the airport's employees or suppliers

Read more:

• • Assistance at the airport

Items that are not allowed in carry-on baggage may be confiscated or have to be left behind at security screening. This includes, among other things, liquids over the permitted amount, certain sharp objects, and other items that cannot be taken through the checkpoint.

Contact the airport if:

• You believe an item was handled incorrectly at security screening
• You have questions about the rules that were applied
• You want to complain about the treatment you received

Please note:

• Items that are left behind or confiscated at security screening can normally not be retrieved.
• The airport normally does not reimburse items that are not allowed through security screening.
• The rules apply to all passengers and are set by the aviation authorities.

Read more:

• Information page about security screening