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UK Regulation (EC) No 261/2004 (UK261)

Complain to Norwegian Air about being denied boarding

Bumped off an oversold flight is not bad luck - it is a regulated event with a fixed payout. Here is what UK261 actually says.

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The law on your side

UK Regulation (EC) No 261/2004 (UK261)

UK261, Articles 4, 7, 8 & 9

  • Denied boarding compensation is owed only when the airline refused boarding against your will - volunteers who give up their seat negotiate separately.
  • Compensation is paid in addition to refund or re-routing.
  • You must have presented at check-in within the published deadline and held a valid booking.
  • Care obligations under Article 9 apply from the moment boarding is refused, not just for delays.

What you are owed

SituationRemedy
Short flights up to 1,500 km£220
Medium 1,500-3,500 km£350
Long over 3,500 km£520
Care under Article 9Meals, refreshments, accommodation, transport

Source: UK261, Articles 4, 7, 8 & 9. Figures are the published statutory amounts at the time of writing.

Copy-paste letter template

Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.

Dear Norwegian Air Customer Relations,

I am writing about flight [FLIGHT_NUMBER] from [DEPARTURE] to [ARRIVAL] on [DATE], booking reference [BOOKING_REF]. I held a confirmed reservation, presented for check-in within the published deadline, and was denied boarding against my will.

Under UK Regulation (EC) No 261/2004, Article 4 and Article 7, where boarding is refused against the passenger's will (and not for reasons such as health, security or inadequate travel documentation), the operating air carrier shall immediately compensate the passenger and offer assistance under Articles 8 and 9.

Based on the flight distance of [DISTANCE_KM] km, the applicable compensation amount is £[AMOUNT].

I require:
1. Fixed compensation of £[AMOUNT] under Article 7.
2. A refund of the unused ticket or re-routing under Article 8, as already requested at the gate.
3. Reimbursement of meals, refreshments and accommodation costs incurred during the wait, per Article 9 (receipts attached).

Please respond within 14 days. If unresolved within 8 weeks, I will refer the complaint to [ADR_SCHEME] and may then issue a claim through Money Claim Online.

Yours faithfully,
[FULL_NAME]
[ADDRESS]
[EMAIL]
[PHONE]
Personalise this letter with AISee all Norwegian Air contact routes

If they ignore the first letter

  1. 1

    Write to the airline

    Cite UK261 Article 4 and demand the fixed Article 7 sum plus reimbursement of meals, refreshments and accommodation under Article 9.

    Allow 14 days for a response

  2. 2

    Wait the 8-week window

    If unresolved, escalate to the airline’s ADR scheme after 8 weeks or a deadlock letter.

    8 weeks

  3. 3

    Refer to ADR (CEDR or AviationADR)

    Free to consumers, binding on the airline.

  4. 4

    Money Claim Online

    Issue a small claim for amounts up to £10,000. UK261 claims can be brought up to 6 years after the event in England and Wales.

Final stop: CEDR or AviationADR (the airline’s approved ADR scheme).

Quick answers

What if I volunteered to be bumped?

If you volunteered, the airline can negotiate any package with you (often a voucher). Article 4 fixed compensation only applies when boarding was refused against your will.

Can the airline halve my compensation?

Yes - Article 7(2) lets the airline reduce compensation by 50% if it offers re-routing that arrives within set time windows of the original arrival time. Otherwise the full sum is owed.

Does this only apply to UK and EU airlines?

It applies to flights departing a UK airport on any carrier, and to flights arriving in the UK from outside on a UK or EU carrier. Codeshare partners can be liable depending on the operating carrier.

How do I complain to Norwegian Air?

Put your complaint in writing to complaints@norwegian.com with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If Norwegian Air hasn't sorted it within 8 weeks, you can escalate free to the an approved aviation ADR scheme (AviationADR or CEDR).

What is Norwegian Air's complaints email address?

Send complaints to complaints@norwegian.com. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Which ombudsman handles Norwegian Air complaints?

Norwegian Air complaints can be escalated to the an approved aviation ADR scheme (AviationADR or CEDR), free of charge, after 8 weeks or a deadlock letter. Complain to Norwegian Air directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Norwegian Air.

Can I complain to CAA about Norwegian Air?

Not for an individual dispute: the CAA regulates the industry but doesn't resolve personal complaints. Your route is to complain to Norwegian Air in writing, then escalate to the an approved aviation ADR scheme (AviationADR or CEDR) for a free, binding decision. You can still report Norwegian Air to the CAA to flag systemic problems.

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Norwegian Air. This page summarises UK Regulation (EC) No 261/2004 (UK261) (UK261, Articles 4, 7, 8 & 9) for general guidance and is not legal advice. Always check the current statutory text before acting.