Norse Atlantic’s – Passengers who tried to get help after Norse Atlantic Airways canceled flights described a frustrating chain of events: refund pages that wouldn’t load, no phone number to call, repeated silence to emails, and scam listings that appeared in search results. A U
On March 31, an email from Norse Atlantic Airways landed in one inbox with a jarring message: a $940 round-trip flight to Rome had been canceled, and the airline was offering a refund—if the request was submitted within 14 days.
The problem wasn’t just that the trip was gone. The refund request page wouldn’t load, not on one device, but across two browsers on three different devices. When the airline didn’t respond to several emails, the next step was obvious: find a phone number.
There wasn’t one.
That silence became the opening for something else. Online. dozens of people posted about allegedly haphazard customer service from the airline. and the experience described in those complaints started to sound less like bad luck and more like a pattern—one that left customers searching for help in places that weren’t safe.
Later the same day. a public records request was filed with the Federal Trade Commission. aiming to understand how common these problems were. The response came with around 75 detailed complaints from people who had bought or tried to buy tickets from Norse. Among them, many described how the inability to reach a human created a vacuum—one scammers seemed ready to fill.
Out of the 41 complaints that included a dollar figure, 21 said they lost more than $1,000.
Norse has human customer service workers, but the airline has leaned heavily into technology. Its chief customer and communications officer, Bård Nordhagen, said the company’s approach is meant to keep fares low while increasing “availability and customer support” through technology.
In practice, the complaints emerging from Norse customers describe something harsher: support that feels slow, frustrating, and at times expensive—especially when refunds are time-sensitive or bookings need urgent changes.
Norse Atlantic Airways, formed in February 2021, has described itself as a “modern, long-haul, low-cost airline” with a “lean” workforce. Early on. it implemented a tool from the customer service technology company Sprinklr that created a “unified” inbox of customer service queries. Based on archives of the company’s website, it does not appear to have ever listed a customer service number.
In January 2025. the AI company Kindly published a blog post describing the chatbot it built for Norse. which it said was alternatively called “Odin” or “Odin’s Wingman.” The same blog post said Norse removed the customer support email from its support page so that Odin would become the “primary support channel.”.
By January 2026, Norse “sunset” the chatbot and replaced it with its current AI agent, Freya. The company Delight.ai, which developed Freya, said in a blog post that Norse’s inquiry resolution rate rose from 60 percent to 80 percent within two weeks of Freya’s introduction.
In that same material. Norse’s chief product officer. Alf Lim. said: “We see the future of our customer support team as AI agent managers.” Lim added that Freya is a “core part of the team” at Norse. Delight.ai said Freya would let Norse “upskill” its customer support unit into AI agent managers—described as “specialists who continuously optimize. train and step in when human-touch is required.”.
Nordhagen told Wired that Freya manages 99 percent of inquiries from passengers.
But many of the FTC complaints say the moment customers most needed help was also when the system failed them.
A recurring storyline appears in the complaints: a person trying to change a flight or adjust a booking searched online for Norse Atlantic Airways’ phone number. According to 18 of the FTC complaints. the people were scammed after they Googled the airline’s customer service information and found scam websites and phone numbers in the search results.
Some complainants said they were told they owed money for a flight they believed they had already paid for. Others said they were told they had to pay an exorbitant fee to change their itinerary.
They shared credit card information, and in some cases provided social security numbers. Then, the complaints say, large charges appeared on their credit card statements.
The tension at the center of the complaints is stark: Norse describes AI as a way to extend support and resolution. The FTC complaint pool describes what can happen when customers can’t reach a human quickly—especially when time limits on refunds are already ticking.
Norse Atlantic Airways AI customer service Freya Odin Sprinklr FTC complaints refund request travel scams cybersecurity chatbot
So they canceled and then wouldn’t let you even hit the refund page? That’s crazy.
This is why I never trust the “AI” stuff. Sounds like they just want you to give up and then the scammers scoop you up. I’d be on the phone but of course there’s no number 🙄
Wait so the refund page was broken but the ticket was still on their site? That makes it seem like a money thing, like they’re delaying so the 14 days runs out. Also I saw some scam listing thing pop up for “Norse refunds” on Google, idk if that’s connected but it feels connected.
I hate when airlines do the automated support and then act shocked nobody can reach a human. Like how is there no phone number in 2026? My friend said if you refund it online it’s instant but this article is saying the page won’t load, so that’s either their system or they’re trying to force people into giving their info to random sites. 75 complaints to the FTC doesn’t surprise me honestly.