Norse Atlantic Airways offers dirt-cheap tickets to Europe, but there's a catch: its AI-first customer service may leave you stranded and out of pocket. A WIRED investigation reveals dozens of complaints to the FTC, with many customers losing over $1,000 after being unable to reach a human agent.
The Problem
When a reporter's $940 flights were canceled, the refund page wouldn't load, emails went unanswered, and there was no phone number to call. Searching online led to scam websites posing as Norse customer service, where customers were tricked into paying fake fees.
The AI Solution
Norse has embraced AI chatbots like Odin and now Freya, which handles 99% of inquiries. The airline claims this keeps fares low, but customers report frustrating loops and no escalation path. The company plans to turn human agents into "AI managers," but for now, many feel abandoned.
The Verdict
While Norse's low prices are tempting, the lack of human support can turn a bargain into a nightmare. If you fly with them, be prepared to navigate an AI-only system—and watch out for scammers.
Key takeaways:
- Norse Atlantic Airways uses AI chatbots as primary customer support.
- No phone number is listed, forcing customers to rely on online channels.
- Scammers exploit this gap, creating fake support sites.
- Over 75 FTC complaints detail lost money and frustration.
- The airline claims AI improves efficiency, but customers disagree.
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