Norway consumer watchdog raises alarm over surge in airline complaints

The Norwegian Consumer Council has expressed concern following a significant increase in complaints filed with the Air Transport Complaints Board. The board has received over 5,000 cases this year, more than double the approximately 2,400 cases recorded during the same period last year.

Consumer Director Mette Fossum stated that the council is concerned airlines may be outsourcing customer service to the complaints board, potentially speculating that many passengers will not pursue their cases further. The council noted that in roughly 55 percent of processed cases, the complainants were successful.

Representatives from the aviation industry have rejected these allegations. SAS stated it aims to assist customers quickly and correctly while respecting board decisions. Norwegian denied that the industry uses the board as a cost-saving measure, asserting that every complaint requires internal follow-up and information gathering.