Norwegian Airlines

Guest post by  Eden Miller
I flew New York JFK - Oslo-Gardermoen Flight DY7002 on January 12, 2014 at 21:30 - 10:50. I sat in seat 18J, next to the window.

When I first sat down, I felt a small drip of water hit the top of my head. I looked up and saw that some previous passenger had stuffed a paper napkin in the space between the light and the luggage compartment seam, and it was wet. I asked the stewardess if I could be moved, and she said the flight was full, and "oh yes, that drip always happens but only on take off and landing." I then had to specifically ask her for napkins to plug the hole further as she did not volunteer a solution.

When I pulled the old, wet napkin out in order to plug it with a dry napkin, a piece of the plane fell out on my head, along with plenty of water. It is a small, white, plug shaped silicone or rubber gasket. I then shoved all the napkins I had in the space, which was dripping water on my head like a faucet. It was still dripping through, so I then shoved my wool scarf in the hole as well, and rigged it to the overhead luggage door so as not to fall.

I paid extra for this seat. I had to sit with a faucet running on my head for 7.5 hours, and then a dirty, wet wool scarf. Their flight attendant's cavalier response was ridiculous and inappropriate, especially when I showed her that a piece of your plane was broken and in my hand. I have it if they'd like me to mail it back. We had not disembarked yet, and I could have been offered better customer service, or an alternate flight arrangement to get me to Berlin if the flight was truly full (I don't think it was). I have been a frequent flyer for over 30 years, and NEVER have I had this happen, contrary to the flight attendant's claim that a leaking plane was "normal".

After WEEKS of waiting for a response from Norwegian Air Customer Service and several calls to Oslo to expedite, I received this answer: "We apologise if our staff on board this flight did little to solve the problem you experienced on the way to Oslo. We understand that you should not need to use your own scarf to stop the water dripping and that the staff should have provided you with napkins, since this plane was full and they did not have the opportunity to move you to another seat. This unfortunately do not entitle you to a refund of the ticket or compensation.

We will take your information to the right department so they can rectify their routines and make sure that this will not happen again. We apologise once more for the inconviniency this might have caused, but do hope to have the opportunity to welcome you on board when you next choose to travel."
Recap: Faucet on my head for 7.5 hours, a piece of the plane in my hand, ruined scarf, no response from flight crew, and Too Bad For You message a MONTH later from Norwegian Customer Service. Unbelievable. Avoid this awful airline.

** since posting on Tripadvisor, I've had several people question me on a) why I didn't get more paper napkins rather than ruin my scarf (??), b) doubt that it was really a full on run of water, and c) why I didn't move seats.  The flight attendant had told me that the flight was full, and I didn't move because I was in the window seat, so I couldn't get up until I was well on the way and my seat mates let me out for a bathroom break well after takeoff.  At that time, I saw people in other sections sprawled over the extra adjoining seats.  By then it was too late.

Update: Apparently Norwegian Airlines has been getting a record number of complaints to the governing body as reported in NEWS in English.no:

Unhappy Norwegian Air customers have lodged a record number of complaints, both with the embattled airline and the Transport Complaints Board (Transportklagenemnda). More than 200 grievances have been registered with the board alone, as Norwegian’s new Boeing 787 Dreamliners continue to cause major issues.
Norwegian Air's first new Boeing 787 Dreamliner finally landed at Oslo's main airport at Gardermoen on June 30. The airline has now begun testing them before putting them into service on Norwegian's new long-distance routes to Bangkok, New York and Fort Lauderdale. PHOTO: Norwegian Air
‘Dreamliner’ has been something of a misnomer for the trouble-plagued Boeing 787s. The Transport Complaints Tribunal has received a record number of complaints from Norwegian Air passengers after Dreamliner problems caused months of cancellations and lengthy delays. PHOTO: Norwegian Air
“We have never before seen this scope of complaints in a single case,” Judge Einar Kaspersen who chairs the tribunal told newspaper Dagens Næringsliv (DN). Kaspersen said the first port of call for disgruntled customers was the airline itself, then the Tribunal reviews Norwegian’s handling of the case. “There are probably many who neglect to go further with the matter after they’ve first been rejected. Anyone can complain further.”

Travel gets delays - but this is ridiculous

I have many stories about several different reasons for flight delays that I or others I know about have suffered:

• When your airline declares bankruptcy 
• Country shut down by a volcano (to be posted) 
• 6 Hours on the tarmac (to be posted) 
• Blizzards
• Thunder Storms
• Sand Storms
• No equipment (plane late getting in to take you)
• Plane is broken
• Woman bumped head, and needed to be taken for medical treatment (had to wait for her bags to be removed)

But this is the strangest story I have heard:

Foodie pilot delays NY flight for 2.5 hours so sandwiches can be delivered from 5 star hotel 

Seems that the pilot for a flight to New York from Allama Iqbal International Airport, in Lahore, Pakistan refused to take off until his food order from a local hotel could be delivered. 

As reported in The Nation:

The catering department served approved menu, including lunch, peanuts, chips and biscuits. But Flight Captain Noushad asked the catering department to serve him sandwiches. The catering staff expressed their inability to serve anything beyond the approved menu and also informed him of the sensitivity of the flight’s departure time. The staff told him that sandwiches could only be arranged by placing an order to a five-star hotel in the city, which would take more than two hours. The captain remained adamant about his demand and said no matter how much time it would take and that he needed sandwiches at any cost.

The catering department contacted the PIA head office in Karachi and brought the matter into their notice. The management directed the catering department to meet his demand. Sandwiches were arranged from the hotel concerned and the flight could depart at 9:15am with the delay of two and a half hours.

So most of his passengers not only had to wait for 2.5 hours, many missed their connecting flights in Manchester or New York so he could get his sandwiches. 

Electronic allowed on flights - wait the rules differ by airline and plane type

We have recently see the good news that  use from gate to gate as published: FAA to Allow Airlines to Expand Use of Personal Electronics 

The U.S. Department of Transportation’s Federal Aviation Administration (FAA) Administrator Michael Huerta today announced that the FAA has determined that airlines can safely expand passenger use of Portable Electronic Devices (PEDs) during all phases of flight, and is immediately providing the airlines with implementation guidance. 

In general this means

The new rules generally add the ability for passengers to use their smartphones, e-readers, electronic games and tablets during taxi, takeoff and landing as long as they have the device in airplane mode with cellular service disabled. Voice calls will still be prohibited and laptops will still need to be stowed for taxi, takeoff and landing.

But, as an article on Yahoo FAA ruling on personal devices in flight leaves troubling safety questions points out:

Each airline will have to consult the FAA on tolerance testing, so eventually, regulations may vary not only by airline but by airplane type. Some devices will be allowed, but cell phones and other PEDs will not; some at certain phases of flight, but not at others; some modes may not be acceptable at all. Confused yet?

Trying to make this easier, NBC published this article Which airlines now allow electronic devices? showing the current status on American based airlines. But a quick look shows that the Yahoo article is correct it is still a bit confusing. Takeing a selection from the NBC article shows

• will now be permitted to use small PEDs during all phases of flight
• new rules on all domestic mainline flights arriving or departing within the 50 states
• portable electronic devices below 10,000 feet on mainline U.S. domestic flights

But in all cases regional airlines that provide branded service to the major ones are still on a case by case bases. So do not presume that because you could use your device on one segment of your trip that you will be able to on other segments.

More innovation in in-flight safety videos

Virgin America has come up with their own way to get people to pay attention to the in-flight safety video.

Nice to see some innovation happening

Surviving a Plane Crash - hints from the sea

ABC world has a serious story  about How to Survive a Plane Crash based on

The impact of an airplane crash into the sea today on the Indonesian resort island of Bali snapped the jet into two pieces, but somehow all 108 people on board survived and had no serious injuries, according to a hospital official.  Watch the video at ABC

Now the story goes on to describe something that sounds like it should have been done by the MythBusters, but was actually done by its sister show Curiosity. Wikipedia describes the test:

On April 27, 2012, a team of scientists staged an airplane crash near Mexicali, Mexico. An unmanned Boeing 727-200, fitted with numerous cameras, crash-test dummies and other scientific instruments, was flown into the ground. The exercise was filmed for television. 

ABC describes the test as:

Discovery TV had a Boeing 727 equipped with more than a half a million dollars worth of crash test dummies, 38 specialized cameras and sensors, and a crew of incredibly daring pilots. The pilots, who'd donned parachutes, bailed out of a hatch in the back of the aircraft minutes before the huge jetliner careered into the ground in a horrific crash that tore the plane apart.

The photos from that test are at: http://dsc.discovery.com/tv-shows/curiosity/topics/plane-crash-pictures.htm  and they include this one:

Now this makes me realize that most of us do not actually watch or listen to the safety announcements on flights. This prompted Air New Zealand to put out this unique safety video

But after seeing the results of this Bali crash I think I will watch them a little more closely in the future.

Airline Seats: Priced per pound

In the past people complained at the idea that Ryanair passangers would have to pay to use the bathrooms on an airplane, and again when airlines reduced allowed checked luggage, charged for food/snacks on short flights.

Now we have a new twist in the "make the passenger pay" business model of airelines. It seems that Samoa Airlines is now not only charging passengers bast on the weight of their luggage but of themselves.

 

As shown in this article from the originally reported in The Sydney Morning Herald 

Airline to charge overweight passengers more 

"This is the fairest way of travelling," chief executive of Samoa Air, Chris Langton, told ABC Radio. "There are no extra fees in terms of excess baggage or anything – it is just a kilo is a kilo is a kilo."

Under the new system, Samoa Air passengers must type in their weight and the weight of their baggage into the online booking section of the airline's website. The rates vary depending on the distance flown: from $1 per kilogram on the airline's shortest domestic route to about $4.16 per kilogram for travel between Samoa and American Samoa. Passengers are then weighed again on scales at the airport, to check that they weren't fibbing online.

(I presume that these are AU$:  Today (3 April 2013) $US1 equals 0.95 Australian Dollars)


Or reported in the NY Daily News where I saw it:

Samoan airline to start charging fat people more to fly: report 

Samoa Air, which flies small planes, will begin charging passengers based on weight. 'This is the fairest way of traveling,' the airline's chief says.

As if to confirm this Samoa Airlines website says:

Samoa Air, Introducing a world first:

'Pay only for what you weigh'!

We at Samoa Air are keeping airfares fair, by charging our passengers only for what they weigh. You are the master of your Air'fair', you decide how much (or little) your ticket will cost. No more exorbitant excess baggage fees, or being charged for baggage you may not carry. Your weight plus your baggage items, is what you pay for. Simple.

The Sky's the Limit!

Additional reporting:

•  Reuters reports that Samoan airline says pay by weight plan fairest way to fly
•  While Sky News reports thatSamoan Airline Defends Pay-As-You-Weigh Fares

 Think  of this as another incentive to get down to that "beach ware" body before traveling to the South Pacific.

Why didn't you post pictures on...

I recently got back from a trip to Spain, and the first two things my coworkers asked me was "How was it? Why didn't you post pictures on x?" Where x is their favorite social network. It usually is Facebook, but I have heard Google Plus, and Twitter.

Now, although I am involved with security (see my other blog about Telecom Fraud and Technologies if you are interested in that kind of thing) I am not really worried that someone will see that I am away and rob my house. So far I have yet to hear anyone admitting that "yes your honor, I robbed their house because I saw on Facebook that they were on vacation." If you have any documented (no anecdotal) cases I would like to hear about them.

While on travel I tend to be quite busy. Working for a small company travel is a big expense, so we try to cram as much work into a trip as possible. At conferences I am working from 8 in the morning until well after 11 at night, most of which is spent on my feet. When on vacation, I am paying for it so time spent in the hotel is time taken from fun and adventures (more on Spain adventures in future post - with pictures and clips).

Truth be told, although I take a lot of photos on most trips, I do not have time to get onto social media to post them. On this last trip my wife and I took in excess of 16 gigabytes of photos and short videos. So as you can imagine we were out having fun rather than sitting inside (even when it was pouring - don't believe the clip below from My Fair Lady, the Rains in Spain do NOT stay mainly on the plain, we got wet everywhere).

Now you can imagine that after 2 weeks away, and 16+ gigs of photos taken it will be a few more days before I have deleted, sorted, cleaned, cropped, etc. enough of them to start sharing. But I promise that once I do I will post them here in the blog, in my Facebook account, Google Plus account, and links in my Twitter account.

But until then, when I travel I will probably not be posting as I will be out doing.