We apologise for the delay and understand that this can be frustrating. Here you will find information about what is happening now, and what rights you have.
Updates via SMS
We keep you updated via SMS. If you provided your mobile number when you booked your trip, you will receive messages automatically. You do not need to do anything to receive these updates.
Arrive on time
Even though we notify you of a delay, we ask you to arrive for check-in at the original departure time, unless we give you other instructions. Delays may be shorter than initially expected, and we want to ensure that you catch your flight.
While you wait
If your flight is delayed, you may be entitled to food and drink. We automatically send a meal voucher to the contact information registered in your booking. This voucher comes in the same SMS as the information about the new departure.
The value of the meal voucher you receive is
NOK 85 per passenger for delays between 2 and 3 hours
NOK 150 per passenger for delays over 3 hours.
If an overnight stay is required, we increase the value to NOK 300 and include breakfast at the accommodation we organise for our passengers.
You are not entitled to reimbursement of expenses exceeding these amounts
If we change your ticket to a flight the next day, you are entitled to accommodation if it is unreasonable to expect you to travel home. We also cover public transport to and from the airport and accommodation. Taxi is not covered if there is bus and/or train available.
Connecting travel
If you have a connecting flight on the same booking and miss it due to the delay, we will ensure you receive a ticket to your destination on our or our partners’ next available flight. We also cover necessary food and accommodation if needed.
Compensation under EU261
You may be entitled to financial compensation if your flight is delayed by three hours or more, and the cause is within our control. The rules follow EU Regulation 261/2004, which applies to all European airlines.
You are not entitled to compensation if the delay is due to extraordinary circumstances that we could not have avoided even with all reasonable measures. This may include bad weather, strikes beyond our control, political unrest, terror threats or unforeseen security measures. Technical faults are normally not considered extraordinary, but in some cases may be. You are also not entitled to compensation for indirect losses, such as lost earnings or inconvenience, unless you can document a specific financial loss that is within the airline’s control.
You can submit claims for reimbursement of expenses or compensation via our digital form:
https://www.wideroe.no/en/help-and-contact/flight-claim#/
Remember to attach itemised receipts and keep the originals in a safe place.
Refund
If you choose not to travel, and the delay is five hours or more, you can apply for a refund for the unused ticket by contacting the ticket issuer or the point of sale where you booked the trip.
Updated