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The Norwegian admits the big-gaffe: Sent deliberately wrong emails out to customers

In the spring of 2018 promised Steen Andersson himself, that he would never fly with Norwegian again.

Six grueling months it took him to get the compensation from the airline, as he constantly was entitled to. Ekstra Bladet went then into the case and got the airline to admit that there had been serious errors in the process. But now is mad again at the Norwegian low-cost airline.

On the way home from a trip to the Spanish city of Malaga had retired associate professor against his good will feel compelled to fly with just Norwegian, because his SAS flight was cancelled.

In July, we received a mail in Steen andersson's inbox. Here thanked the airline for him to have voted on the Norwegian Europe's best low-cost airline. Something the 72-year-old could not do in his wildest imagination.

Steen Andersson turned to the airline, but he got no response. Ekstra Bladet have since seen evidence that several of Steen Andersson family, who have flown with Norwegian at different times, got the same ’thank-mail’.

There is a totally clear errors from the carrier's side, he believes.

- I have not voted on them, and I have tried to get answers as to why they send this here message to me, when I have complained about them. It makes no sense, says Steen Andersson, and continues:

- I could never even dream to vote for them. It is a svindelselskab. We have been cheated and deceived by the Norwegian, where they refused to have guilt. Only then In went into in the case, admitted their error, so I just don't believe in them anymore.

He suspect instead the airline for having misused his personal information.

- I intend simply to proceed with the case to the Danish data protection agency with less, that I get an official apology from the Norwegian, because it is pure fraud and deception. They must not misuse my name for it here, he makes it clear to Ekstra Bladet.

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Ekstra Bladet has been in touch with the Consumer council Think, it can not assess, whether outright data abuse. But it smells of that Norwegian has used dirty tricks, believe the organisation:

- There is talk about data misuse, if it is disclosed improperly. It looks like here, however, a markedsføringstrick, saith the assessment from the data department at Forbrugerrådet Tænk.

At the data protection agency it sounds to you, however, must be careful to stamp the case as data misuse, says the lawyer Rasmus Jacobsen for the Extra Magazine:

- There are relatively sightly environment for sharing personal information, when there is talk about general information. I.e. name, passport number, date of birth, and email address.

As a starting point, companies need only send the information further, if they pursue legitimate interests, without the person's interests or fundamental rights are being violated, he states:

- in this case It is a balance, but it doesn't have to be illegal. If Norwegian with small have written, that they provide information on to third parties, is it legally.

But Steen Andersson certainly believe that it does not have been going anywhere when he bought the ticket with Norwegian, and so it is not allowed for Norwegian to give his information to Skytrax, beats the Danish data protection agency's lawyer firm.

- No, it is not, says Rasmus Jacobsen for Extra Magazine.

The Norwegian low-cost airline regrets that they intentionally sent the wrong emails out to several of its customers. Photo: Per Rasmussen
Norwegian regret the error
It is the English vurderingsselskab Skytrax, for the sixth year in a row have named Norwegian Europe's best low-cost airline. The election is done on the basis of the votes of air travellers around the world, but the votes are anonymous in the sense that the airlines do not get to know who specifically voted for them.

Why is Norwegian as also flat to down and admit that they have committed a clear mistake by sending emails out to their customers, where they thank them for their vote.

- It is true that there are thank you for your vote in the email, which is not entirely accurate to say the least. I think it is too bad, if there is anyone who feel offended or uncomfortable about it, says press officer Andreas Hjørnholm to Ekstra Bladet.

It rejects, however, that the carrier shall in any way should have misused customer information. There is a simple explanation behind, he says:

Skytrax's surveys are anonymous. Norwegian has nothing to with Skytrax to do. It is an independent organisation. But as we got to know that we are for the sixth year in a row, had been named Europe's best low-cost airline, we were of course very happy and proud. What we would like, was to say thank you to our passengers, and so we sent the small, fun mail out to all of our customers. It is a general mail.

Ekstra Bladet learns, however, that not all clients who have flown with the company, has received the ’thank-mail’, but it is also a logical explanation behind it, believes Andreas Hjørnholm:

- We sent thank email out to all those who have agreed to receive emails from us, sounds like the short answer.

Skytrax: Our system is safe
Ekstra Bladet has also been in contact with Skytrax, who wonder about the Norwegians behavior towards its customers.

Here establishes marketing director Peter Miller, that the vote takes place such that the airlines neither can see who votes on them, or that they can vote for themselves repeatedly:

- Our vote to be controlled down to the smallest detail in order to prevent the suspicious circumstances. In the past 18 years, we have not seen a single airline voice on itself, he stresses to Ekstra Bladet.

Peter Miller wonders, however, about that Norwegian have sent mails around to all of their customers:

- It is probably done as a polite gesture, but they may not know who has voted on them, emphasises marketing director.

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