I made a flight reservation with Norwegian back in June 2020 for flying from Spain to Finland in August 2020 (I hold EU citizenship).
Some weeks later, still in June 2020, I got notified that my flight was canceled (likely due to the current COVID-19 pandemic). Thus, I chose the option of reimbursement for the flight cost.
The total cost of the purchase was split between Norwegian Reward Points and actual money (roughly 150 EUR). As of October 2020, neither have the Norwegian Reward Points been reimbursed to my account nor have I received my money back.
I have called Norwegian’s customer service several times throughout the months: at first, I was told that due to the high amount of reimbursement demands, I would likely have to wait until the end of the summer for my money to be reimbursed; I have afterward called more times and I have gotten told that due to privacy concerns, the customer service agents cannot see any further information other than the fact that “the reimbursement has been approved and it will be handled”.
What are my customer rights? When can I expect to get my money back from Norwegian? What kind of action could I take given these circumstances?