We apologise that you have been denied boarding. This happens very rarely, but we understand that it is an unpleasant situation. Here you will find information about why this can happen, and what rights you have.
Why can you be denied boarding?
It is not common for us to overbook our flights, but in some cases situations may arise where we have fewer seats than planned. This can, for example, happen if we have to use a smaller aircraft than originally intended. Before we deny anyone boarding and if the situation allows, we ask for volunteers who wish to give up their seat in exchange for agreed compensation. If we do not get enough volunteers, we may have to deny boarding to certain passengers.
What are you entitled to?
If you are denied boarding for reasons beyond your control, you are entitled to a new ticket to your destination at no extra cost, or a refund of the ticket if you do not wish to travel. You are also entitled to assistance and compensation in accordance with applicable regulations.
While you wait
If you choose to take a later flight, you are entitled to food and drink while you wait. We usually send out meal vouchers by SMS. This voucher should come in the same message as the ticket change. If departure is approaching, we may not have time to provide you with food and drink because we want to ensure you make the flight.
When are you not entitled to compensation?
If you are denied boarding due to reasons within your control, such as missing travel documents, late check-in, or security issues, you are not entitled to compensation or assistance. You are also not entitled to compensation for indirect losses, such as lost earnings or inconvenience. Compensation only applies when you have arrived on time with valid documents, and the denial is not due to your own circumstances.
How to submit a claim for compensation
If you are entitled to standard compensation, this should be registered by the airport staff. If this was not registered, you can submit a claim for compensation via our digital form: www.wideroe.no/hjelp-og-kontakt/flight-claim.
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