I don't often have a problem. My new DIL (mid-20s) is off to Rome for semester abroad. She arranged her round-trip with Norwegian, both to save money and it is a direct flight, even though this meant having to fly in and out of Newark rather than from Philly where we are. Flight was to have been late Sunday evening. They are most of the way to Newark when she gets the text that flight is cancelled. Rebooking instructions for a 1AM flight, of course she can't get through. Airport counter is a mad-house, several hour line. Ultimately the are all put on a plane Norwegian brings in, although it has a flight number I can't find any evidence of this being a regular Norwegian flight. DY 7954, best I can find out is this is a plane they brought in from Wamos Air. Leaves 7 1/2 hours late (or, if you want, 5 1/2 hours later than the new 1 AM departure they claimed), Where does this special plane go? Copenhagen! Not only does she have to get lodging for last night, but they also made her pay up front for flight out today to Rome, which she had already paid for (luckily she will still be on-time for her first group meeting, as she gave herself an extra day). What is even more infuriating is they knew as early as midday here that there was a major problem for this flight, as in the Rome to Newark flight that day was cancelled, so there was no plane here to go to Rome, It is beyond me that they did not notify passengers immediately.
They do tell her to get all receipts for the expenses.
I don't want to helicopter this for my kids, but I do want to advise my otherwise competent son (a civil engineer here) how to process getting their money back from Norwegian and also how to get EC 2621 compensation. We would not bother with this latter step had they done something logical and flown the replacement plane to Rome, even if late. Nor if they had not made her pay up-front to then fly to Rome, even though this is supposed to be refunded. I had quickly read enough reports of Norwegian trying to ignore complaints forever, and I suspect the payment up front is in the hopes people would forget to file for the refunds. DIL will be busy abroad for 4 months, so my son here will be processing this. I really fear feet-dragging and refusals here .I don't want to have to bug Christopher Elliot's group on this if my son can get through this, and I don't want him to have to get a lawyer. I don't know how being here in the US complicates an EC 261 claim.
As an aside, had DIL told us of her planned flight, we would have made up the difference to have her take a real airline, we are already in the fortunate position of being her bank for her school loans. Worse, our son bought the same flight, against my advice, to visit her in March, and I fear for his travel issues.
As usual, TIA for anyone who posts info, so I don;t have to fill this with individual thank-yous.