Delays and cancellations are damaging the airline’s image more than its competitors.
Delays and cancellations are damaging Norwegian’s image more than its competitors. Last year, the low-cost carrier had four times as many cases at Norway’s Transport Appeals Board as SAS.
The number of complaints against Norwegian increased from 50 in 2016 to 305 in 2017, according to the newspaper Dagens Næringsliv, while the number of cases sustained increased from 14 to 69.
So far in 2018, the board has received 61 complaints against the carrier, compared to 36 complaints lodged against SAS.
“It’s not unnatural that the biggest airline in Norway has the most complaints, but we are still not pleased that our share is so big,” admitted Norwegian’s communications director Lasse Sandaker-Nielsen.
The majority of the complaints were due to delays and cancellations. Around one in every four Norwegian departures have not been on schedule, according to a summary the newspaper made for the last four months, as also reported by Norway Today.
Sandaker-Nielsen said that the company pays compensation to passengers who are entitled to it – a pledge that last year resulted in the company paying millions of euros to individuals affected by lengthy delays or cancellations.
The Transport Appeals Board confirmed that there has been an increase in the number of complaints in Norway overall. It received 2,714 complaints during 2017, a rise of over 600 from the previous year. Norwegian accounted for almost half of all cases related to air transport.