Passengers face voucher woes following the demise of a low-cost airline. Norwegian has ceased operations in the United States.
Would you prefer a refund (which you have the right to) or a higher-value voucher if your flight is canceled?
“Circumstances change quickly now, so beware credits – you can wind up with ones you don’t want or can’t simply use,” a family warns as they struggle to unlock the £1,600 they have with Norwegian and criticize the company’s “inflexibility.”
Greg Jones had reserved three seats for his wife and two daughters to attend a wedding in New York in August of last year, but travel constraints prevented them from attending.
When Norwegian cancelled his flight, Greg was given the option of a refund or cash points worth £300.
++ Please contact consumer and small business champion Maisha Frost at [email protected] if you’ve been affected by this issue or believe you’ve been a victim of injustice.
“This was beneficial, but the place and event were the key things on our minds,” he says. “It’s where my wife and kids wanted to go, so accepting the credit conversion sounded reasonable, not something fraught with danger. We accepted it on the basis of good faith.”
However, as the tourism industry battled to survive the pandemic, Norwegian has halted flying from the UK to the US since February.
“For us, this means that the points are no longer usable, and we don’t want to go to the other locations. Greg, who operates a small business that has also been hit severely by lockdown, claims, “We need the £1,600.”
He called Crusader after being irritated by the airline’s “unhelpful and indifferent responses.”
We received a similar reaction when we asked Norwegian for a sympathetic review given the circumstances and that it might aid customer retention in the future.
“At the time of choosing cashpoints instead of a cash return, the terms and conditions, which the customer must accept before proceeding, were clear that they could not be converted to a cash sum at a later date,” a spokesman said. Our short-haul network’s cashpoints are still valid.”
But Greg makes the important point, which others have made as well, that the deal he took was based on significantly different conditions all around, which should be taken into account when it comes to customer rights.
He says that this is not a level playing field where an agreement may stand despite one side changing the principles.
Greg is personally issuing court actions before he concedes. “Brinkwire News in Condensed Form.”