Norwegian problems meant New Year in New York / News / The Foreigner

Norwegian problems meant New Year in New York. 276 passengers for a JFK-Oslo Gardermoen flight forced to see in 2014 at airport hotels following Norwegian Air Shuttle (NAS) Boeing 787 Dreamliner brake issues. “Terrible situation management”, a family of five says. “They [Norwegian] say they send text messages to people, but we haven’t received one single SMS, and we have registered our mobile number with them,” Vibeke Sand told NRK dissatisfiedly by phone from the airport, Wednesday. “I’ve sent them Twitter and Facebook messages, but the only thing Norwegian has done is to thank me for my patience and say that they send me texts,” she added.

norwegian, newyork, flightdelays, passengersstranded



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Norwegian problems meant New Year in New York

Published on Thursday, 2nd January, 2014 at 10:29 under the news category, by Michael Sandelson   .
Last Updated on 2nd January 2014 at 20:45.

276 passengers for a JFK-Oslo Gardermoen flight forced to see in 2014 at airport hotels following Norwegian Air Shuttle (NAS) Boeing 787 Dreamliner brake issues. “Terrible situation management”, a family of five says.

A Norwegian Dreamliner
Aircraft technical issues gave the travellers a New Year's Eve to remember.A Norwegian Dreamliner
Photo: Norwegian


“They [Norwegian] say they send text messages to people, but we haven’t received one single SMS, and we have registered our mobile number with them,” Vibeke Sand told NRK dissatisfiedly by phone from the airport, Wednesday.

“I’ve sent them Twitter and Facebook messages, but the only thing Norwegian has done is to thank me for my patience and say that they send me texts,” she added.

The family of five – Ms Sand, her husband, their 9 and 13-year-old children, and her mother, 70, – were in the Big Apple for a pre-New Year’s trip. They had planned to celebrate the arrival of 2014 in Hedmark County’s Trysil, eastern Norway.

Their flight was due to leave at 21:30 local time on Sunday 29 December, arriving at Oslo Airport the following morning. It had still not departed by 06:30 the following morning.

"Clueless"

All the over 270 affected passengers were then taken to hotels in the airport area. They were not allowed to leave lest the flight should depart. Meal vouchers were dispensed, according to Norway’s state broadcaster.

“Representatives for Norwegian first came to the hotel on Tuesday morning to inform us about what was going to happen. We had been here for almost two days by then. […] Some passengers had received texts, many not. People have been walking around in the corridors in order to hear what is going on,” said Ms Sand.

Delayed travellers waiting at JFK
Delayed travellers waiting at JFK
Kind permission of Planet Cloud/Twitter
Other passengers tweeted and commented on their Facebook pages about the situation. One Twitter user called ‘Plant Cloud’ had the following to say on his timeline:

“Norwegian airlines at JFK. Major delay. Staff have no idea what’s wrong or how long the delay is,” the tweets read on 29 December.

Later on, the user wrote, “it’s been 9 hours. Passengers are left clueless."

“Passengers are not happy. DY7002 is now officially cancelled. The headaches are not over. We are finally leaving New York on Icelandic […] after a dozen calls to customer service,” the user tweeted.

“Everyone on DY7002 which was cancelled and are staying at [the] Hilton International, we were just informed by the hotel concierge that we should meet in the lobby at 0900 to meet with representatives from Norwegian to discuss changes and further options for getting home/getting to Norway,” Facebook user Kelli Marie Redes commented about the situation to Norwegian. “I am not too sure what this entails, but that was the latest we heard, and the hotel seems to get better information than us!”

Different treatment

In reply, Liza Christiansen wrote, “how come that the Hilton passengers are getting to meet the representatives from Norwegian, when the rest of us just gets the SMS?”

“Hi again everyone on DY7002! The hotel we are staying at (which has been informed much better than us) had told us about meeting a representative this morning in the lobby. There was a representative there and he was able to give us the most recent information which we will supposedly receive on a text message soon,” commented Ms Redes later in the day.

JFK Terminal 1 where Norwegian flies from
JFK Terminal 1 where Norwegian flies from
Doug Letterman/Wikimedia Commons
“There is another airplane being brought in (a Boeing 777) which will not depart before tomorrow. Earliest departure will be 0830 tomorrow, however, that is NOT confirmed and they must decide at the airport when a departure can be scheduled. They will have a decision by 14-15 today. Since we will not leave before tomorrow, the representative said it would be alright to take a trip into the city instead of sitting in our hotels waiting all day,”
she added.

Norwegian has apologised for the situation and regarding any passengers who they say may not have received information as planned.

“We always try to inform passengers in the best possible way and do this continuously. […] we always do our best to inform the passengers affected by irregularities,” Daniel Kirchhoff, on-duty press spokesperson at Norwegian told NRK, Wednesday.

Low score

Oslo Gardermoen tower
Oslo Gardermoen tower
Oslo Airport/Wikimedia Commons
Website flightstats.com gives DY7002 an overall on-time rating of 0.6 out of a possible five stars between 15 October and 15 December 2013 (poor). According to them, this shows it is better than 10 per cent of all of their other flights in their database.

On-time performance is 0.9 of 5 (75 per cent, poor). “Statistically, when taking into consideration sample size, standard deviation, and mean, this flight is on-time more often than 18% of other flights,” they write.

Delay performance is classified as “very poor”, with a score of 0.2.

“This flight has an average delay of 42 minutes with a standard deviation of 61.59 minutes. Statistically, when taking into consideration sample size, standard deviation, and mean, this flight has delay performance characteristics better than 3% of other flights,” the website states.

Vibeke Sand and her family finally departed JFK on New Year’s Day and were due to land at Oslo Gardermoen Airport at 21:00 local time, NRK reported.



Published on Thursday, 2nd January, 2014 at 10:29 under the news category, by Michael Sandelson   .
Last updated on 2nd January 2014 at 20:45.

This post has the following tags: norwegian, newyork, flightdelays, passengersstranded.





  
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