Your rights
When a flight does not go to plan
Every Northly flight is covered by EU Regulation 261/2004, because Norway and Iceland are in the European Economic Area. Here is what it means, in our words.
We tell you first
If your flight is delayed by 30 minutes or more, cancelled or moved, we send an email and a text message to the contact details on the booking. The flight status page shows the latest estimate.
Care while you wait
Whatever the cause, when a delay reaches the time below, we look after you:
- 2 hours
flights up to 1 500 km - 3 hours
1 500 to 3 500 km - 4 hours
longer flights
- Meal vouchers of NOK 169 (EUR 15) per passenger, from the gate staff. None before the delay reaches the time above; from then on, one for each started 3 hours of the whole delay, counted from the scheduled departure, and one after a cancellation.
- A hotel and transport if you are kept overnight: on a delay, when the delayed departure falls on the next calendar day, local time; after a cancellation, when the earliest new flight leaves on a later day than yours. If we could not book one, claim it back up to NOK 1 699 (EUR 150) a night for the hotel and NOK 569 (EUR 50) for transport, with receipts.
- At 5 hours of delay you may choose a refund of the unused flight instead of travelling.
Compensation
If your flight is cancelled, or you arrive 3 hours or more late, you are entitled to compensation unless the cause was outside our control. It is paid in euro, per passenger:
EUR 250
Flights up to 1 500 km
EUR 400
1 500 to 3 500 km
EUR 600
Over 3 500 km
- Compensation is halved if we reroute you and you arrive within 2, 3 or 4 hours of the original arrival time for those three distances.
- A cancellation we tell you about 14 days or more before departure carries no compensation.
- Told 7 to 13 days before: none if the new flight leaves no more than 2 hours earlier and arrives less than 4 hours later.
- Told less than 7 days before: none if it leaves no more than 1 hour earlier and arrives less than 2 hours later.
- Claims are decided within 14 days of complete information and paid within 7 days, to a bank account or as travel credit.
Outside our control: no compensation
- WEATHER Weather
- ATC Air traffic control restriction or strike
- AIRPORT Airport closure or airport systems
- SECURITY Security
- STRIKE_THIRD_PARTY Strike at a third party: ground handling, fuel
- MEDICAL Diversion for a passenger
- BIRD_STRIKE Bird strike
Our responsibility: compensation owed
- TECHNICAL Technical
- CREW Crew sickness or duty limits
- ROTATION Late inbound aircraft
- OPERATIONAL Operational
- STRIKE_OWN_STAFF Strike by Northly's own staff
Care is owed either way. If you disagree with the cause we give, file the claim anyway and a colleague reviews it.
If we cancel your flight: your options
- Move to another Northly flight on the same route within 7 days either way, free.
- Fly from or to a nearby airport, free: Malaga and Alicante; Barcelona and Palma de Mallorca; Krakow and Gdansk; Aalborg and Billund; Copenhagen and Billund; Oslo and Gothenburg.
- A refund of the unused flights to the original payment within 7 days.
- Travel credit for 110 percent of the unused value, valid 12 months.
Seats, bags and other extras move with you or are refunded with the flight.
Schedule changes before the day
Minor
Under 60 minutes. We tell you; nothing to do.Significant
60 to 179 minutes. Keep it, or move free to the same route within 3 days either way.Major
180 minutes or more, another airport, or a flight number that no longer exists. Every option above.
You have 7 days from our notice to choose, or until 24 hours before departure if that is sooner. After that, the new flight is accepted for you.