Traveller information

On booking.norba.io and in the Norba Travel apps, NORBA TRAVEL OÜ (Norba; registry code 17597060, Tornimäe tn 5, 10145 Tallinn, Estonia) searches the airlines connected to it and books the flight you choose. Norba is an intermediary: the airline operates the flight and is your carrier, under its own conditions of carriage and the fare rules of your ticket.

• Norba is responsible for the booking service — showing you offers and their conditions accurately, sending your booking to the airline, and showing you what the airline confirms.
• The airline is responsible for the flight — carrying you and your bags, schedule changes, delays and cancellations, and the rights you have when they happen.
• When you pay now, the airline charges your card and issues the ticket; Norba does not keep the money or the card.

The binding conditions are Part B of the Terms of Service. This page explains them and your rights in plainer terms.

What you buy here is a flight, with the seats, bags and other extras you add to it from the same airline. Norba does not sell package travel or linked travel arrangements within the meaning of Directive (EU) 2015/2302, and does not sell or arrange hotels, car hire or other travel services.

So the protections that Directive gives to packages — including protection of the money you paid if the organiser becomes insolvent — do not apply to a booking made here. If an airline stops operating, your claim lies against that airline; if you paid by card, your card issuer may also be able to help under its own chargeback rules.

• Prices include the fare and every tax, charge and fee the airline applies that is unavoidable at the time of booking. Norba adds no booking or service fee of its own.
• Results show the price per person and the total for everyone travelling. The amount on the button you press to pay is the total you will be charged.
• Optional extras — seats, bags and similar — are added only if you choose them.
• Until the airline issues the ticket it may change or withdraw a price. If the price changes before you pay, you see the new price and must accept it before anything is charged.

When a flight is operated by a different airline from the one that sells it (a codeshare), we show "Operated by" and the operating airline, as the airline tells us. If the operating airline changes after you book, the airline must tell you, and we pass on the schedule-change notices the airline sends us.

The European Commission publishes the EU Air Safety List — the airlines banned from operating in the EU or allowed to do so only under restrictions — at https://transport.ec.europa.eu/transport-themes/eu-air-safety-list_en. It is also linked from the footer of booking.norba.io.

Regulation (EC) 261/2004 protects you on every flight departing from an airport in the EU, and on flights arriving in the EU from outside it when the operating airline is an EU airline. It applies the same way in Iceland, Norway and Switzerland. Depending on what happened, you may be entitled to:

• Care while you wait — meals and refreshments, a means of communication and, if you need to stay overnight, a hotel and the transfer to it — when a flight is delayed long enough or cancelled.
• A choice between a refund of the ticket and rerouting to your destination, if your flight is cancelled, if you are denied boarding against your will, or — for a refund — if your flight is delayed by five hours or more.
• Compensation of €250, €400 or €600 per passenger, depending on the distance, if your flight is cancelled less than 14 days before departure, if you are denied boarding against your will, or if you reach your final destination three hours or more late — unless the airline proves the cause was extraordinary circumstances that could not have been avoided, such as severe weather or an air-traffic-control restriction. The amount can be halved if you are rerouted and arrive close to the original time.
• Part of the fare back if you are moved to a lower class than the one you paid for.

These claims are made to the operating airline, which is the party the Regulation obliges. Norba cannot pay them for the airline, but we give you the booking records you need — ask at hello@norba.io.

Flights outside the scope of the Regulation are covered by the rules of the countries involved and by the airline's conditions of carriage. The European Commission explains EU air passenger rights at https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm.

The airline is responsible for your bags under the Montreal Convention and Regulation (EC) 2027/97, up to the limits those rules set. If a bag is damaged, delayed or lost, report it to the airline at the airport before you leave, and then in writing to the airline: within 7 days of receiving a damaged bag, and within 21 days of receiving a delayed one. Keep the receipts for anything you have to buy while you wait.

Under Regulation (EC) 1107/2006, a person with a disability or reduced mobility is entitled to free assistance at EU airports and on board. Tell the airline what you need at least 48 hours before departure; if the booking flow does not offer the option you need, contact the airline directly with your booking reference, or write to hello@norba.io and we will help you reach it.

What you can change or have refunded, and at what cost, depends on the fare rules of your ticket, which you see before you book. Where the airline offers it, you can request a change or a cancellation from Manage booking on booking.norba.io, or Trips in the apps, and you see the cost and what will be refunded before you confirm. An unpaid hold needs no cancellation: if it is not paid by the airline's deadline, it lapses at no cost.

The 14-day right of withdrawal for online purchases does not apply to flights, or to the extras bought with them: passenger transport services are excluded from it by Article 3(3)(k) of Directive 2011/83/EU, and the national laws that transpose the Directive exclude them in the same way — in Estonia the Law of Obligations Act (võlaõigusseadus), and for a consumer living in Spain, Spanish consumer law. A ticket can be cancelled only as its fare rules allow. This does not affect your rights when something goes wrong — a cancelled flight, a service not provided as described, or a fault on our side.

Names must match each passenger's passport or identity card exactly. You are responsible for holding the passport, visa, transit authorisation and any health documents your journey requires, for every passenger — including on a connection where you never leave the airport. Check with the airline and with the authorities of every country on your route before you travel.

Complaints about the flight — a delay, a cancellation, a refused boarding, baggage — go to the operating airline. Complaints about the booking service — what we showed you, how your booking was handled, your account — come to us at hello@norba.io. The Complaints procedure explains both routes, our response time, and the independent bodies you can turn to if a complaint is not resolved.