Norwegian. Brilliant. New planes. Pictures of famous people on the tail fin. Great crew. Took off on time. What more do you want ?
I flew with them from Gatwick to Chicago in May, and all went smoothly.
Fast forward to last Friday and I was meant to be flying with them from Gatwick to Boston. Initially they said the plane was delayed, and then an hour after the delayed time, it finally goes up on their website (and not on the boards at the airport) that it's been cancelled. The air side desk had absolutely no clue what was going on. It's another hour before we're shepherded back land side.
Then the help desk has two people to sort out the hundreds of passengers, but not with booking flights, just with getting a hotel for the night, and luckily I walk fast and was fourth in line, as I got a text an hour later apologising for the fact that they were struggling to find hotels for everyone. We get told to rebook or get a refund online - I had to be in Boston for a conference, and then an onward trip to Maryland, so try to rebook, but it's impossible. Their 'dedicated line' is in Norway so not covered by EU rules, and nobody picks up, it's just Katie fucking Melua for 5 hours.
The next morning I went back to the airport and went to the Skybreak desk, thankfully the woman on the desk managed to get me on a BA flight that evening. Talking to other people at the conference, and having had a look at Twitter, it seems they cancel quite a few flights and a common theme is the shoddy customer service. Cancellations occur, I get it, but to not inform passengers of what's going on, to not have the right advice as to what to do, and to have a 'dedicated helpine' that no-one answers is really poor.
Sorry for the rant, haha, I didn't realise I was still so pissed off. I've put in a claim for compensation but again, speaking to other people, I've got a better chance of flying to the moon than getting anything off of them.