[REBGF]

DY7015 was delayed >24 hours and was changed to DY7115.

DY7115 was a contracted flight arranged by Norwegian after an extensive delay.

Norwegian had no staff at Gatwick London for DY7015 and relied on contracted staff to handle the notices and situation. This was handled very poorly. Pax were denied hotel accommodations, vouchers for food only and food was exceedingly limited at the time of the delay. Some vendors refused to accept vouchers. Norwegian representatives (contracted) stated that Gatwick Airport Authority made the decision not to get transport in to move pax to hotels and we were told (over loud speaker) that we must stay in the terminal for the night. Blankets only were provided. Norwegian did not provide any means of communication, contracted staff said there were no outside phone lines. One pay phone was located near the counter but it was out of order and would not handle collect phone calls. Internet service was sketchy.

The restrooms were inadequate to handle volume of pax. Only one water fountain was available and it was out of order. Restroom water was warm or hot - no cold. Many contradictory instructions were issued and told to the mass of pax gathered for hours at the desk.

After 14 hours staff instructed waiting pax to prepare to reclaim luggage and be moved to "day rooms" at nearby hotel where we could rest, stretch out, shower and refresh. Turns out this was lunch at a hotel lounge - no showers etc after we had lugged our luggage out, and on shuttle to hotel. We had 1.5 hours at the hotel before we were instructed to be back at check in to get new boarding passes, recheck luggage and go through security again. We waited from 230 until nearly 8pm to actually have pushback on the contracted airplane.

The A300 was a different configuration from the dreamliner we were scheduled to fly on - the seats did not recline, the leg room was less and more cramped, there was no entertainment center and we waited over 2 hours at the departure gate for folks who had somehow managed to get out of the airport the night before to reclaim and retag their luggage, the caterer to stock the plane and load pax. This was after the 3 hours we had spent post 2nd check in.

I have filed claim with Norwegian for compensation under the EU passenger bill of rights regulation.