Norwegian waives extra fee after passenger writes complaint poem
A passenger who complained about Norwegian on social media through the medium of poetry has had his extra fees waived by the budget airline.
Gus Dolding was unimpressed by the airline’s €120 (£105) charge to change the name on his flight booking. He responded by writing a poem to Norwegian on Facebook:
“Why can’t you be fair
“Norwegian Air
“No headphones do you include
“Nine hours with no free food,” the 27-year-old musician from Cornwall wrote in his opening verse.
He continues: “I admit it was wrong to put his first name as Bill
“William Edward Gabriel, the seat who’s [sic] bum will fill
“One hundred and twenty euros for what?
“For two minutes of typing that’s rather a lot
“Why can’t you be fair
“Norwegian Air
“Just skip that ammendment [sic] fee
“And just let us change it for free”.
After garnering more than 100 likes, the post caught Norwegian’s attention and it agreed to waive the fee for the name change.
A delighted Dolding wrote another poem in response:
“Thanks for being fair
“Norwegian Air
“You waived the fee
“So glad are we”.
He added: “Cheers for being so easy to reach
“The robots on phones can be hard to breach
“I commend you again, would reccomend [sic] to a friend
“You’ve saved me and my friends 40 euros each!”
But the impromptu poetry slam wasn’t over – Norwegian decided to respond with a few rhyming couplets of its own.
The low-cost airline, which is launching many new long-haul routes this year, replied:
“Dear Gus,
“We understand all the fuzz [sic]
“We try our best to reduce all the buzz
“But fear not because
“we do not throw anyone under the bus
“especially not a person like you
“since diamonds in this world are so few
“We are sorry for any inconvenience that may have occurred
“It can seem like our vision is sometimes blurred
“But I can promise you that we try to fly like a bird
“We thank you for your rhyme
“We had a really great time
“You thank us for being fair
“We thank you for joining us up in the air
“We wish you a great trip
“With us the world is on your finger tip
“Just be sure to follow the landing strip”.
The move was praised by other Facebook users, with Dolphie Ness commenting: “Hat tip to your company! Great service, great reply. Now I want to fly your airlines!”
A Norwegian spokesperson told The Independent: “Our customer care team are on hand to support more than 33 million passengers flying with Norwegian each year, and this poem shows they are also a flexible, clever and creative group of people.
“We’re delighted to resolve the customer’s issue in a playful way which shows that a little light-heartedness can go a long way.”
