On March 31, I was informed via email that my $940 flights to Rome with Norse Atlantic Airways had been canceled, and I had just 14 days to request a refund. Initially, I felt calm, but panic set in when I encountered issues accessing the refund request page, which refused to load across multiple browsers and devices. After receiving no response to several emails, I searched for a contact number, only to discover that none was provided on their website. A quick Reddit search revealed a stream of complaints regarding their customer service.
Concerned, I filed a public records request with the Federal Trade Commission (FTC) to gauge how prevalent these issues were. I received around 75 complaints detailing various customers’ harrowing experiences, many of whom reported losing substantial sums—21 out of 41 complaints mentioned losses exceeding $1,000.
Although Norse Atlantic Airways employs customer service representatives, they have opted for a tech-first model, utilizing AI to handle operations. Bård Nordhagen, the chief customer and communications officer, claimed that this approach would enhance customer support while keeping fares low.
However, evidence suggests that this tech-forward strategy has led to costly and frustrating customer service experiences. Formed in February 2021, Norse describes itself as a modern, low-cost airline with a lean workforce. They implemented a customer service tool from Sprinklr for unified communications but appear to have never provided a customer service phone number.
In January 2025, an AI chatbot named Odin was introduced but ultimately replaced by a new agent, Freya, in early 2026. Despite claims from Norse executives that Freya improved operational efficiency, many customers reported significant issues in retrieving support.
A common thread in the FTC complaints emerged: numerous individuals who needed to adjust their flight bookings ended up contacting fraudulent services while searching for Norse’s phone number online. People shared distressing accounts of revealing personal and financial information to scammers, resulting in unauthorized charges. One customer recounted being scammed while attempting to purchase tickets via phone, leading to identity theft.
Many complaints reflect that customers were so lost in the system that they could not access legitimate support, contributing to a rise in online scams targeting Norse clients. The airline’s official website now warns of such fraud but has not remedied its lack of direct contact options.
Not only did customers face scams; others reported being denied boarding due to a lack of on-site staff for support, forcing them to seek expensive last-minute travel arrangements.
In an earnings call, the former CEO noted their push for efficiency through technology, resulting in reduced administrative staff. The airline is even considering potential mergers or sales to further streamline operations.
Erie Meyer from the Center for Law and the Economy described the complaints as particularly severe, indicating customers are not just vulnerable but actively misled by the lack of support. She advised filing complaints with state attorney generals rather than the FTC.
Eventually, I managed to secure a refund by reaching out directly to Nordhagen. Within an hour of my email, confirmation arrived, and two days later, the funds were processed back into my account.
