Norse Atlantic Airways Faces Passenger Fury Over 'Traumatic' Bangkok Flight Chaos
A Norwegian low-cost airline, often dubbed the 'Ryanair of long haul', is confronting a barrage of complaints from passengers who allege they were left stranded on a stationary aircraft for six hours and had their passports confiscated. Norse Atlantic Airways, established in March 2021 and operating Boeing 787 Dreamliners on routes between Europe and destinations like the US, South Africa, and Thailand, launched its service to Bangkok in late 2025. The budget carrier offers flights from London four times weekly and Manchester weekly, with return fares starting around £311, but passengers on the new route encountered severe disruption last week.
Passengers Endure 'Traumatic' Ordeal on Tarmac
Two flights scheduled for January 14th, one to Gatwick and another to Manchester, were cancelled, leading to what one tourist described as a 'traumatic' experience. Passengers reported being confined inside a plane on the tarmac for over six hours with no air conditioning and no complimentary food or drink—items were only available for purchase. The situation escalated when approximately 300 travellers had their passports withheld by Thai immigration officials.
Passport Confiscation Sparks Legal Concerns
On social media, passengers shared distressing accounts of the chaos. One traveller, Kate Milligan, posted on TikTok under the handle @cakeymilligan, showing scenes where an airport official was seen returning travel documents by holding them up individually and shouting out names. Milligan questioned the legality of the process, asking, 'Is this legal? Why do they have our passports and [keep] just randomly shouting out and handing them to crowds of people? We have no way of getting home.'
In response to queries about why passports were surrendered, Milligan explained that passengers could not leave the airport or seek accommodation without them, leaving them with no alternative. Another passenger, @capribaela, who was flying solo for the first time, labelled the experience 'the flight from hell'. She detailed that Thai immigration policy required passports to be held until another flight out of the country was booked, a non-negotiable condition that left travellers feeling desperate and powerless.
Widespread Disruption and Passenger Outcry
Other affected passengers echoed these sentiments, with one commenting, 'I was on this too, absolutely ridiculous.' @capribaela added that they did not receive their passports back until fifty minutes before their rescheduled flight the following day, compounding the stress of the situation. A clip she posted depicted passengers waiting onboard, accompanied by a caption describing 'a series of unfortunate events' with no air conditioning, food, and only one glass of warm water offered, as consumables were chargeable.
Witnesses to the chaos at Bangkok Airport noted the poor organisation, with one tourist stating, 'Thankfully this wasn’t my flight but I was in the airport when this happened and it was poorly organised. I couldn’t believe they had to take your passports either.'
Airline Response and Operational Challenges
January is a peak month for UK travellers visiting Thailand, and Norse Atlantic's new routes, launched in late October, aimed to capitalise on the demand for winter sun. In a statement released last week, the airline acknowledged the cancellations, citing 'a mix of operational and technical challenges'. They expressed that their team worked tirelessly to mitigate the issues but could not avoid the two cancellations, emphasising the popularity and high regularity of their Manchester and London routes to Bangkok. Affected passengers were directed to follow instructions or visit the service portal at Flynorse.com for assistance.
The Daily Mail has reached out to Norse Atlantic Airways for further comment, as passengers continue to voice their frustrations over the handling of the disruptions.
