{"id":1262,"date":"2026-06-01T12:40:42","date_gmt":"2026-06-01T12:40:42","guid":{"rendered":"https:\/\/silvybrand.com\/?p=1262"},"modified":"2026-06-01T12:40:42","modified_gmt":"2026-06-01T12:40:42","slug":"norse-airlines-ftc-complaints-ai-scams","status":"publish","type":"post","link":"https:\/\/silvybrand.com\/?p=1262","title":{"rendered":"Norse Atlantic Airways Offers Dirt-Cheap Tickets. There\u2019s a Catch"},"content":{"rendered":"<p><br \/>\n<\/p>\n<div>\n<p><span class=\"lead-in-text-callout\">On March 31,<\/span> I received an email from Norse Atlantic Airways. The $940 flights for my upcoming round trip to Rome had been canceled, it said, and I had 14 days to request a refund.<\/p>\n<p class=\"paywall\">At first, I didn\u2019t panic. That began to change when the company\u2019s refund request page wouldn\u2019t load on two browsers across three devices. After Norse didn\u2019t respond to several emails, I looked for a phone number. There wasn\u2019t one. On Reddit, I found dozens of <a href=\"https:\/\/www.google.com\/search?q=site%3Areddit.com+norse+atlantic+airways+customer+service+&amp;sca_esv=853b2faddd699812&amp;rlz=1C5GCEM_enUS1152US1153&amp;sxsrf=ANbL-n53X1ur869fyKtL6cElAp-JHPeJcQ%3A1778786701575&amp;ei=jSEGapuaIr6f5NoPwNSiqAg&amp;biw=1395&amp;bih=799&amp;ved=0ahUKEwjblOnrwLmUAxW-D1kFHUCqCIUQ4dUDCBI&amp;uact=5&amp;oq=site%3Areddit.com+norse+atlantic+airways+customer+service+&amp;gs_lp=Egxnd3Mtd2l6LXNlcnAiOHNpdGU6cmVkZGl0LmNvbSBub3JzZSBhdGxhbnRpYyBhaXJ3YXlzIGN1c3RvbWVyIHNlcnZpY2UgSPAwULUCWKQvcAN4AZABAZgBnwKgAaIXqgEFMy44Lja4AQPIAQD4AQH4AQKYAgqgAr4IwgIKEAAYRxjWBBiwA8ICChAAGIAEGIoFGEPCAgUQABiABMICBhAAGBYYHsICBBAAGB7CAgcQABiABBgNwgIGEAAYHhgNwgIFEAAY7wXCAggQABiABBiiBMICCBAAGIkFGKIEwgIIEAAYCBgHGB7CAgsQABiABBiKBRiGA5gDAIgGAZAGCJIHBTYuMi4yoAeSX7IHBTMuMi4yuAe1CMIHBTIuNy4xyAcUgAgB&amp;sclient=gws-wiz-serp\" class=\"text link\">posts<\/a> about Norse\u2019s allegedly haphazard customer service.<\/p>\n<p class=\"paywall\">The same day, I filed a public records request with the Federal Trade Commission, which I hoped would give me a better idea of how common this experience was. I eventually received around 75 detailed complaints from people who had bought or tried to buy tickets from the airline. Many described a customer service operation in which the inability to get in touch with a human created a vacuum that scammers appeared happy to step into. Of the 41 complaints that reported a dollar figure, 21 claimed they lost more than $1,000.<\/p>\n<p class=\"paywall\">Norse Atlantic Airways does have human customer service workers, but in recent years, the airline has leaned into a tech-forward approach, deploying AI agents to help power its operation.<\/p>\n<p class=\"paywall\">\u201cTechnology will help us have a higher level of availability and customer support, while still maintaining low fares for more people to enjoy travel between continents,\u201d B\u00e5rd Nordhagen, the company\u2019s chief customer and communications officer, tells WIRED.<\/p>\n<p class=\"paywall\">Yet if what I and dozens of other people experienced is any indication, this version of customer service is time-consuming, frustrating, and at times expensive.<\/p>\n<h2 class=\"paywall\">The Future Is Now<\/h2>\n<p class=\"paywall\">Norse Atlantic Airways, which was formed in <a data-offer-url=\"https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2024\/06\/2023-04-11-Norse-Atlantic-ASA-Prospectus.pdf\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2024\/06\/2023-04-11-Norse-Atlantic-ASA-Prospectus.pdf&quot;}\" href=\"https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2024\/06\/2023-04-11-Norse-Atlantic-ASA-Prospectus.pdf\" rel=\"nofollow noopener\" target=\"_blank\">February 2021<\/a>, has <a data-offer-url=\"https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2024\/06\/2023-04-11-Norse-Atlantic-ASA-Prospectus.pdf\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2024\/06\/2023-04-11-Norse-Atlantic-ASA-Prospectus.pdf&quot;}\" href=\"https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2024\/06\/2023-04-11-Norse-Atlantic-ASA-Prospectus.pdf\" rel=\"nofollow noopener\" target=\"_blank\">described<\/a> itself as a \u201cmodern, long-haul, low-cost airline\u201d with a \u201c<a data-offer-url=\"https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2023\/08\/Norse-at-SB1-2021-12-01.pdf\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2023\/08\/Norse-at-SB1-2021-12-01.pdf&quot;}\" href=\"https:\/\/corporate.flynorse.com\/content\/uploads\/sites\/3\/2023\/08\/Norse-at-SB1-2021-12-01.pdf\" rel=\"nofollow noopener\" target=\"_blank\">lean<\/a>\u201d workforce. Early on, it <a data-offer-url=\"https:\/\/www.sprinklr.com\/stories\/norse\/\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/www.sprinklr.com\/stories\/norse\/&quot;}\" href=\"https:\/\/www.sprinklr.com\/stories\/norse\/\" rel=\"nofollow noopener\" target=\"_blank\">implemented<\/a> a tool from the customer service technology company Sprinklr that created a \u201cunified\u201d inbox of customer service queries. (Based on archives of the company\u2019s website, it doesn\u2019t appear to have ever listed a customer service number.)<\/p>\n<p class=\"paywall\">In January 2025, the AI company Kindly wrote a <a href=\"https:\/\/web.archive.org\/web\/20250326111309\/https:\/\/www.kindly.ai\/case-study\/learn-how-norse-atlantic-airways-achieves-97-5-success-rate-with-ai-powered-chatbot#\" class=\"text link\">blog<\/a> post detailing how it developed a chatbot for Norse alternatingly called \u201c<a data-offer-url=\"https:\/\/flynorse.com\/en-US\/support\/help\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/flynorse.com\/en-US\/support\/help&quot;}\" href=\"https:\/\/flynorse.com\/en-US\/support\/help\" rel=\"nofollow noopener\" target=\"_blank\">Odin<\/a>\u201d or \u201c<a href=\"https:\/\/web.archive.org\/web\/20250326111309\/https:\/\/www.kindly.ai\/case-study\/learn-how-norse-atlantic-airways-achieves-97-5-success-rate-with-ai-powered-chatbot#\" class=\"text link\">Odin\u2019s Wingman<\/a>.\u201d Norse also <a href=\"https:\/\/web.archive.org\/web\/20250326111309\/https:\/\/www.kindly.ai\/case-study\/learn-how-norse-atlantic-airways-achieves-97-5-success-rate-with-ai-powered-chatbot#\" class=\"text link\">removed<\/a> the customer support email from its support page in order to make Odin the \u201cprimary support channel,\u201d according to the Kindly blog post.<\/p>\n<p class=\"paywall\">By January 2026, Norse had \u201c<a data-offer-url=\"https:\/\/delight.ai\/customers\/norse-atlantic-airways\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/delight.ai\/customers\/norse-atlantic-airways&quot;}\" href=\"https:\/\/delight.ai\/customers\/norse-atlantic-airways\" rel=\"nofollow noopener\" target=\"_blank\">sunset<\/a>\u201d the chatbot and replaced it with its current AI agent, Freya. Delight.ai, the company that developed Freya, <a data-offer-url=\"https:\/\/delight.ai\/customers\/norse-atlantic-airways\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/delight.ai\/customers\/norse-atlantic-airways&quot;}\" href=\"https:\/\/delight.ai\/customers\/norse-atlantic-airways\" rel=\"nofollow noopener\" target=\"_blank\">said<\/a> that the airline\u2019s no-human-intervention inquiry resolution rate \u201crose from 60 percent to 80 percent\u201d within two weeks of its introduction.<\/p>\n<p class=\"paywall\">\u201cWe see the future of our customer support team as AI agent managers,\u201d Norse\u2019s chief product officer, Alf Lim, <a data-offer-url=\"https:\/\/delight.ai\/customers\/norse-atlantic-airways\" class=\"external-link text link\" data-event-click=\"{&quot;element&quot;:&quot;ExternalLink&quot;,&quot;outgoingURL&quot;:&quot;https:\/\/delight.ai\/customers\/norse-atlantic-airways&quot;}\" href=\"https:\/\/delight.ai\/customers\/norse-atlantic-airways\" rel=\"nofollow noopener\" target=\"_blank\">said<\/a> in a Delight.ai blog post. Lim added that Freya is a \u201ccore part of the team\u201d at Norse.<\/p>\n<p class=\"paywall\">According to the blog, Freya would allow Norse to \u201cupskill\u201d its customer support unit into these AI agent managers, which are described as \u201cspecialists who continuously optimize, train and step in when human-touch is required.\u201d<\/p>\n<p class=\"paywall\">Nordhagen tells WIRED that Freya has been a success and now manages \u201c99 percent of inquiries from passengers.\u201d<\/p>\n<h2 class=\"paywall\">A Scammer\u2019s Paradise<\/h2>\n<p class=\"paywall\">Many of the FTC complaints shared a common theme: A person, needing to change their flight or adjust their booking, searched online for the Norse Atlantic Airways phone number. Eighteen of the FTC complaints explicitly claimed that the person was scammed after they Googled Norse\u2019s customer service information and found scam websites and phone numbers in the results.<\/p>\n<p class=\"paywall\">In some cases, customers claimed they were told they owed money for a flight they thought they already paid for. Other times, they said they were told that they had to pay an exorbitant fee in order to make a change to their itinerary.<\/p>\n<\/div>\n<p><br \/>\n<br \/><a href=\"https:\/\/www.wired.com\/story\/norse-airlines-ftc-complaints-ai-scams\/\">Source link <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>On March 31, I received an email from Norse Atlantic Airways. The $940 flights for my upcoming round trip to Rome had been canceled, it said, and I had 14 days to request a refund. At first, I didn\u2019t panic. That began to change when the company\u2019s refund request page wouldn\u2019t load on two browsers [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1263,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[526,83,84,528,241,527],"class_list":["post-1262","post","type-post","status-publish","format-standard","has-post-thumbnail","category-gadgets","tag-air-travel","tag-artificial-intelligence","tag-chatbots","tag-customer-service","tag-ftc","tag-planes"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Norse Atlantic Airways Offers Dirt-Cheap Tickets. There\u2019s a Catch - Silvybrand Lifestyle Blog<\/title>\n<meta name=\"description\" content=\"Dozens of people have complained to the Federal Trade Commission about Norse Atlantic Airways\u2019 tech-first customer service operation. 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