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Jon Nyhlén would have traveled to Gran Canaria in July. The flight is canceled and he is still waiting to recover the more than 21,000 kroner that the tickets cost.
– I’m not the one who loses hope. But I can say and we’ve talked about it a lot at home that there is probably a very small chance that we will get them, says Jon Nyhlén.
He, like many others Expressen has spoken to, testifies that, as a customer, you are thrown between different parts of Norwegian customer service, without receiving any information, without receiving any refunds.
Unclear messages from customer service
In August, Jon Norwegian contacted again. From August to November, Jon receives the following response about the payment: That it will be delayed for many cases. That the money was paid. That payment was delayed due to technical problems. That will be paid at the end of October, but that Norwegian has not had time.
Now Jon has taken the case to the enforcement officer.
– The question is whether we will ever get our money back, says Jon Nyhlén.
You have the right to do it
Expressen has contacted the Swedish Consumer Agency to find out what you are entitled to as a customer in this situation.
If a flight is canceled, how soon will you get your money back?
– By law, you have to pay the money in seven days, although we know that many airlines have not been able to keep it this year, says Johanna Persson, advisor to the Swedish Consumer Agency.
As a consumer, what consideration should be given to the current situation with the pandemic?
– There are no such exceptions. They are seven days that apply. It shouldn’t have to act as a bank for airlines.
Can any legal action be taken?
– Start by writing down that you want a refund. You can also inform that you will demand default interest. The next step is to go to the bailiff and request a money order.
If you have chosen to cancel your trip?
– Then it is the conditions of the plane ticket that govern. If you do not have a cancellable ticket, you are not entitled to a refund.
If you accept ATMs in the first stage but then want to get your money back, is it possible?
– No, if you have accepted it, it is an agreement. But if the flight is canceled, you have the right to get your money back and you shouldn’t have to accept ATMs.
Expressen has asked Norwegian why payments are delayed, why customers get caught up in customer service and if all eligible customers will get their money.
“All customers who have requested a refund, instead of ATMs or reservation change, for canceled trips caused by the pandemic will receive it. We are really sorry that it takes time, but we hope to understand that there are a large number of cases to handle. This is quite an extreme situation, but we do everything we can to help affected travelers. If it is customers who feel that they do not receive a good response through our customer service, of course it is very sad. ” Charlotte Holmbergh Jacobsson, Norwegian press spokesperson, responds in an email.
See also:
Britton: “If we don’t focus, it can be a pretty dark picture until the New Year.”
