Delayed flight at Oslo Gardermoen: compensation

The Norwegian regulation on air passengers' rights (forskrift om flypassasjerers rettigheter) implements Regulation 261/2004 under Annex XIII of the EEA Agreement. Luftfartstilsynet describes the rights of passengers on scheduled flights: for a delay of normally 3 hours or more at arrival, standard compensation may be due, and the claim goes to the airline. Avinor's own page refers to Regulation 261/2004, Article 14(1).

For flights from a country outside the EU/EEA to an EU or EEA country, Luftfartstilsynet refers to the enforcement authority in the country of arrival. Your route and the airline that operated the flight decide your case, and no web page can decide it for you.

Of seven example destinations, Bergen is nearest (325 km) and Bangkok furthest (8,671 km). By length the levels are 250 € for Bergen (325 km), Stockholm (385 km) and London (1,205 km), 400 € for Barcelona (2,190 km) and Tenerife (4,137 km) and 600 € for Dubai (5,137 km) and Bangkok (8,671 km). For flights entirely within the EEA the level is 400 € even when the route is longer than 3,500 km, for example Tenerife.

The distances are straight-line and the levels are worked out by this site's rules engine, per passenger provided the other conditions are met. The destinations are distance examples. They do not mean that any particular airline operates them.

Start with the airline. Luftfartstilsynet recommends sending the complaint in writing, and raising problems during the journey with the airline straight away, since much can be resolved at the airport.

Transportklagenemnda Fly presupposes that you have already complained to the airline or travel agency. It covers all airlines that fly passengers in, to or from Norway, and also airport operators, travel agencies and package organisers. Luftfartstilsynet also mentions that you can contact the national enforcement authority in the country where the incident occurred; the page points to the European Commission's list of authorities. Under section 2 of the Norwegian regulation, Luftfartstilsynet supervises compliance with the regulation for flights from airports on Norwegian territory and from a third country to such airports; the regulation does not say that Luftfartstilsynet is the Article 16 body, and we do not claim that.

Avinor owns and operates the airports, but according to Avinor's own page it is the airline that is responsible for everything to do with the journey itself: flights, baggage and assistance. Avinor refers you to the airline for claims about delays, cancellations, rebooking, refunds and compensation. If your flight is delayed by more than two hours you are entitled to ask for written information about your rights (Article 14(1) of Regulation 261/2004), and Luftfartstilsynet writes that the airline must then also inform you about Transportklagenemnda.

Luftfartstilsynet states that the airline must offer meals and refreshments in reasonable proportion to the waiting time when the delay is two hours on flights of up to 1,500 km, three hours on flights within the EEA of more than 1,500 km and on other flights of between 1,500 and 3,500 km, and four hours on all other flights. If the delay means an overnight stay, the airline must offer hotel accommodation and cover transport between the airport and the hotel. The same time limits appear in Articles 6 and 9 of Regulation 261/2004.

Assistance for passengers with a disability is booked through the airline or travel agency, preferably when you book the flight and at least 48 hours before departure. If you forget, you can request assistance on arrival, but Avinor cannot guarantee immediate help. The assistance at Oslo Gardermoen is provided by ISS Facility Services AS, and the assistance point is open daily 05:00-20:00. Agree a meeting place in advance. Be at the airport two hours before departure on domestic and Schengen flights and two and a half hours before departure outside Schengen; if you report later, Avinor cannot guarantee that you will make your flight. Without pre-booking you may wait up to 30 minutes, and on arrival without pre-booking you may have to stay on the aircraft until an agent is free.

Choose the situation that fits your journey to or from Oslo Gardermoen.