[sakjur]

I have a similar experience, where I was originally denied a refund I was entitled to per EU’s passenger’s rights regulation (261/2004) and reported it to the national ombudsman for consumer rights and having them agree to pay up immediately.

This was also a budget airline (Norwegian). I’m pretty sure they’re trying to deny claims as a rule. They were making an excuse that isn’t a valid force majeure (the airplane needed emergency servicing).

My experience with Scandinavian has been the exact opposite, I pretty much just inform them of which flight I was on and that I’m interested in compensation and that’s it. Though this was pre-COVID and reconstruction.