Norwegian “Pauses” Rewards Program

Back in February 2020 I purchased tickets for my family to fly from San Francisco to Paris in early June 2020, then returning from Munich in August. After COVID-19 happened and it was clear that the flights had to be cancelled I opted for the optional Cash Points Rewards Program, which offered an additional 20% incentive to compensate for possible fare increases when redeemed later. Well, now that Norwegian is only flying out of Denver all these points are no longer valuable to me. Back in July 2021 I had inquired about the possibility getting the Cash Points payed out as a refund due to teh stop of Norwegian's Long Haul flights - following is the response I got from their customer service: "Following the recent changes to our network, we certainly respect your request for special consideration to have your CashPoints transferred to you in cash. According to our Terms and Conditions for CashPoints, the CashPoints cannot be paid out in cash. Similarly, when submitting a claim for travel credit in CashPoints instead of a ticket refund, the customer is informed and agrees that they understand that the request is binding, and once submitted, the cost for the entire booking for all passengers will be converted to travel credit as CashPoints. If a flight is disrupted and the customer is entitled to a ticket refund, they will always be able to claim a refund back to the form of payment used upon booking. In addition to offering a monetary refund, we also offered the alternative of a ticket refund in the form of CashPoints. As informed when submitting the claim, monetary claims for the cost of the ticket will not be accepted after the claim is submitted. Unfortunately, considering these conditions, we’re unable to honour your request. We understand that our response may not offer the outcome you were seeking, but we do assure you that you will still be able to redeem your CashPoints on flights in our European network. May we advise you that we will be giving all members with CashPoints due to expire on 31 December 2021 the opportunity to extend the validity of those CashPoints by one full year. You will receive more information about this. We also recommend that you check your Norwegian Reward account where you can find the expiry date for the points you have earned: https://en.norwegianreward.com/login" I also inquired with a lawyer but was told that nobody wants to deal with airlines unless there is a lot of money involved, due to the typical international nature of their business. So unless they bring back some flights to the US that work for us we'll likely have to write this experience off as a loss :-(

Same situation here. Had a flight booked from L.A. to London. I was going to try and use some of the points on a flight within Europe but they're only allowing a small number of points to be used with a purchase. They're useless.

My husband and I love over 1600 USD from a cancelled trip from San Francisco to Berlin. Without long haul flights, the cashpoints are utterly useless to us. I've filed a consumer complaint through the department of transportation and I'm in contacts with Norwegian customer service. No luck with anything yet. We have to be able to do something about this.

We lost about $2500 from our flight that was cancelled in May 2020. They only offered cash points, then in 2021 they cancelled long haul flights and when I called and demanded a refund they said I should chosen that back in 2020. I explained I never was given that option and the woman continued to argue with me about it for about 20 mins. She ended her call with me by saying no one knows the future and it’s possible long haul flights may come back and that was her resolution for me. I will never use this airline again and I may even look into a lawyer to get our money back if it’s worth it. I loved this airline until they royalty screwed me and my loved ones out of thousands of dollars.

I too lost about 2,000 GBP because they wouldn't give me a refund for a cancelled flight from London to Boston in April 2020. They offered my cashpoints and in hoping to at least use them for short haul flights within Europe.