Flight Delay & Cancellation

We know travel disruptions are frustrating, and we'll always do our best to get you to your destination as quickly as possible. If your flight is delayed or cancelled, we'll email you with the options available for your booking.

If you need to review your available travel options, please visit My Options. Once your journey is complete, you can submit a compensation or reimbursement claim using our online claim form.

Flight Delays

If your flight is delayed, please arrive at the airport and check in at the original scheduled time, unless you've received different instructions from Norse by email. Estimated departure times may change, and your flight could depart earlier than previously advised and we don't want you to miss your flight!

For compensation purposes, the delay is calculated based on your arrival time at your final destination, not your departure delay.

• An arrival delay of 3 hours or less is not eligible for compensation under the applicable regulations.
• If the applicable regulation allows compensation and your arrival delay is less than 4 hours, the compensation amount may be reduced by 50%.

Compensation & Reimbursement

Compensation is not payable where the disruption was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.

Examples include:

• Political instability
• Severe weather conditions
• Security risks
• Unexpected flight safety shortcomings
• Air traffic management restrictions
• Strikes affecting the operation of the airline

Under the applicable passenger rights regulations, Norse is not required to reimburse consequential losses, such as rental cars, pre-booked tours, activities or appointments, lost income or working days, emotional distress and etc. The standard compensation provided under the applicable regulation is intended to cover these types of consequential losses. If your expenses fall outside the scope of the regulation, we recommend contacting your travel insurance provider, as your policy may provide additional cover.

Each claim is assessed individually based on the circumstances of the disruption.

Claim submission

If you're claiming reimbursement for eligible expenses, please submit itemized receipts showing the goods or services purchased. We cannot accept: bank statements; card payment confirmations; screenshots of transactions or receipts without itemized purchases

Once your journey has been completed, you can submit your compensation or reimbursement claim through our online Compensation Claim Form.

If you're submitting a claim for another passenger named on the booking, we'll require a signed Power of Attorney (POA) before we can process the claim.

Our Claims team is currently handling a high volume of requests, and most claims are processed within 6–8 weeks, although more complex cases may take longer.