Frequently asked questions


How do I know my booking was successful?
If you get an error message your booking is unlikely to have been successful. When you make a booking and it has been confirmed you will receive a Norwegian Holidays confirmation to the email you have provided.
If you are not sure whether your booking was successful for another reason, please contact Norwegian Holidays either on phone or email. Please don`t just make another booking as you may end up getting charged twice.

I have not received my email confirmation – do I have a booking?
In most cases, this is caused by incorrect email address, please contact our customer service before making any further attempt to book.

Where can I find my booking?
You will find the necessary links to your travel documents in the booking confirmation we send to you when you booked and paid for your package trip and you can also view them online by logging in here.

NOTE: You cannot view your package trip booking through your Norwegian profile or Norwegian mobile App.

I am not able to open my voucher
You can login here and re-download your voucher.

Can I reserve my seat(s) after I have made the booking?
It is not possible to reserve seats yourself online after you have completed the booking.
We can help you reserve your seats by contacting us by email.

Can I add hotel and/or car after the booking is made?
No. Reservation of car and/or hotel must be made at the time of booking.

Can I cancel my booking?
Cancellation fee of £50/€50/500 DKK is applicable on all cancellations in addition to any fee occurred by the hotel / airline.

Hotel – See cancellation policy for the hotel in your travel confirmation or during the booking process.
Flights – The flight portion of the package can be refunded in full up to 28 days after making the booking (unless the departure date is less than 28 days from the time of booking). If the cancellation is made more then 28 days after the initial booking date the flight portion is non-refundable.

Unused package travel can not be changed or refunded.

Cancellation protection:
If you have purchased a cancellation protection with Norwegian Holidays, you will receive a refund without charge if you or someone in your travel company has to cancel due to illness prior to departure. Cancellations must be made before departure and medical certificate must be sent to us by email.

Cancellation policy for bookings made before July 1, 2018:
Bookings made before July 1, 2018 are not eligible for refund of the booking with the exception of reservations with cancellation protection.

Can I transfer my booking?
You can transfer a booking to another person with a fee that reflects Norwegian airlines name change fee, please see more information here.

Booking a package for a large group
Norwegian Holidays bookings can be made for up to 9 passengers and 3 rooms under one reservation number. All bookings must be made online at least 72 hours prior to departure. All bookings must be paid in full by credit card at the time of booking.

NOTE: Bookings are not available over the phone, chat or email.

Special assistance
If you require special assistance at the airport please contact us by email after making the reservation so that we can request assistance.

* Wheelchairs and other aids
* Hearing impaired
* Visually impaired



What document do I need to bring?
We recommend that you bring a copy of your flight itinerary to the airport.

What’s included in my airline ticket?
It includes 2 check-in luggage plus hand luggage and seat reservation on the flight per person.

For our international long-haul flights to the USA and Thailand meals are also included.

Can I upgrade to premium cabin?
If you make a booking and would like to upgrade to premium cabin you can request this by sending us an email and we will check availability and advise you of the price difference.

Can I change my seat reservation?
We can change your seat reservation up to 6 hours before departure depending on availability. Seats cannot be changed online or at the airport.

Can I book multiple destinations in my package trip?
No, in our package you need to travel from and to the same destination.

Can I change my flight?
We can make changes to your flight reservation, however, this depends on availability and your hotel reservation which might have a change/cancel fee. Please contact us by email for more information regarding your booking.

What do I do if my flight is delayed/cancelled?
Please contact our customer service on (+47) 21 00 41 00 or the Norwegian Air representatives at the airport. If you will arrive later to your destination, please contact your hotel/car rental to inform about late arrival.



What document do I need to bring?
You have received a hotel voucher in your booking confirmation. Please bring this to the hotel.

Do I need to pay a deposit when I check-in at the hotel?
It is normal procedure for hotels to reserve an amount on your credit card upon check-in as a deposit for optional services.

The hotel can’t find my booking. What should I do?
Please contact our customer service on (+47) 21 00 41 00

The hotel was closed when I arrived. What should I do?
Please contact our customer service on (+47) 21 00 41 00

Can I book hotel room for just a few nights in my package?
No, the hotel reservation must be for the entire period of the trip.

Can I request a disabled accessible room?
Unfortunately, we are not able to guarantee all our hotels offer adapted rooms. Please see hotel description for further information.

Can I upgrade my room?
We are not able to upgrade the room reservation after booking, however, you can request a room upgrade when at the hotel and pay the difference locally.

Can I change hotel in my reservation?
We are not able to change the hotel after booking, please contact us for more information.

What is tourist tax?
Certain hotels/destinations might be subject to local/governmental taxes. These must be paid by the traveler directly at the hotel.

What is resort fee?
A resort fee is a daily mandatory additional charge that some hotels separates out from the advertised price. Resort fees are common in USA.

What should I do if I have been charged for a service that should have been included?
Please check the hotel voucher for specification and contact Norwegian Holidays for any discrepancies as soon as possible.

Is the hotel pool open all year round?
No, the outdoor pools are usually open seasonally and it can vary from hotel to hotel if they are heated.



What document do I need to bring?
Please check the car rental conditions and bring your printed voucher. Car rentals require the lead drivers’ credit card for the deposit, sometimes two credit cards. Rules may vary, so please read through all details under “mandatory documents” on your voucher.

Can I only reserve one car per booking?
Yes, correct.

Can I request a child/booster seat?
You can log in and view your rental car reservation here to request a booster seat. Any extra charges involved must be paid for directly to the car rental company.

Is insurance included?
It can vary from one car rental provider to another. Please check the voucher provided in the reservation confirmation from the car rental company.

What if I have any issues collecting the vehicle?
Please contact either our car rental provider Cartrawler as soon as possible (24h): +47 21 51 81 71, or to Norwegian Holidays Customer Service within opening hours.

What if I have issues during the rental?
Please call the car rental company first and if they are not able to accommodate the issue please contact our car rental provider Cartrawler (24h): +47 21 51 81 71 



Can I pay for part of the trip with my CashPoints?
No, you would not be able to pay a package trip using CashPoints.

When do I receive my CashPoints?
The CashPoints will be visible in your balance after the trip has ended.

Can I add my Reward number after the booking is made?
We will not be able to add the reward number after the booking has been made, please make sure to add this at the time of booking.

Can I claim missing CashPoints?
You are not able to claim for missing CashPoints after the trip has finished please make sure you add your number while making the reservation.

Adding Reward Numbers
Each traveler in the reservation should use their own individual Reward number (even if included in a family account). If the same Reward number is added to more than 1 traveler in the booking only the main traveler will receive their share of the CashPoints.