I am writing to formally raise a complaint regarding my recent experience on Flight Z0791, where I was seated in Business Class (Seat 2J). Unfortunately, the level of service I received fell far below expectations and left me both uncomfortable and deeply disappointed.
During the flight, I encountered two crew members—Magdalena (a brunette, as I recall) and Andrea (working in Premium, blonde)—whose conduct I found to be rude, abrupt, dismissive, and lacking in basic customer service qualities.
Approximately 50 minutes before landing, I was asked to return my blanket. I explained that I was cold and tired and politely requested to keep one blanket for the remainder of the flight. This request was refused in an abrupt and dismissive manner. As a result, I remained visibly uncomfortable—with goosebumps—for over 40 minutes until landing. This is the first time I have ever been spoken to in such a manner on any airline, particularly while traveling in a premium cabin.
Magdalena also made a comment referencing that I had consumed a couple of alcoholic drinks during the flight, suggesting that I “couldn’t be that cold or sick.” This remark was not only unprofessional but also unnecessarily personal and dismissive. In reality, I had been asleep for approximately 9 out of the 11 hours of the flight, making the comment both inaccurate and inappropriate. It came across as petty and far below the standard of conduct I would expect from cabin crew.
It also felt as though service toward the end of the flight was being rushed, particularly in terms of customer care, as if the priority had shifted to concluding duties quickly in order to begin layover time as soon as possible. This further contributed to the dismissive tone of the interaction and lack of consideration for passenger comfort.
What made the situation more concerning was the apparent coordination between crew members. Multiple staff approached me referencing prior interactions, with some making what I perceived to be snide remarks, including comments about having previously worked at Qatar Airways. This created an impression of being singled out or “ganged up on,” which was both unprofessional and unsettling.
Additionally, after disembarking, I encountered the same crew in the airport. The behavior displayed by the manager remained unprofessional even off the aircraft, to the extent that nearby Thai staff appeared visibly surprised by the interaction.
As someone who works as cabin crew for one of the busiest and most prestigious airlines, I fully understand the importance of teamwork and professionalism in this role. However, this experience highlighted a serious gap in customer care, training, and etiquette. The passive-aggressive demeanor displayed by both individuals was genuinely astonishing and not in line with the standards expected in this industry.
Regrettably, based on this experience, I cannot see myself choosing to travel with Norse Atlantic Airways again. I strongly believe that without significant improvements in customer service training and professionalism, the airline will struggle to be recognized among leading carriers.
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