BookNorway FAQs – Frequently Asked Questions

Contents:

1. About BookNorway
2. What is an e-ticket?
3. FAQ – Accommodation
4. FAQ – Flights
5. FAQ – Car rental
6. FAQ – International ferry
7. Payment
8. Confirmation
9. Submitting reviews

1. About BookNorway

The company?

BookNorway AS is a distributor for a wide range of Norwegian travel suppliers. BookNorway does not run or own travel portals – it is a Reservation Service Company empowering major Norwegian travel portals – such as the official Norwegian travel portal www.visitnorway.com – to offer reservation services to their visitors. For you as a traveller to Norway, BookNorway is offering VisitNorway.com visitors a one-stop-shop where you are invited to search and book the widest selection of Norwegian travel products.

How do I contact BookNorway’s Reservation Support Centre?

If you’ve made a mistake completing your booking, you want to change some details, you want to cancel your reservation, etc. you may reach our Reservation Support Centre via

• phone – call +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 17.00 pm Central European Time (CET) – excluding Sat – Sun & Public Holidays)
• e-mail – reservation@booknorway.no
• surface mail to BookNorway AS, Nydalveien 33, 0484 Oslo, Norway

Will there be any charges/fees for Reservation Support?

For Online Reservations (where our customers complete their reservation online) BookNorway does not charge our customers any booking fees. In the event of Manual Assistance to complete new reservations or changes to existing reservations, our customers pay the following fees:

• Booking fee – a service fee per reservation per product charged by our Reservation Support Centre when customers call for manual assistance to make or complete their reservations
• Administration fee. In the event that you wish to make alteration(s) to your booking (including, but not limited to, cancellations, refunds and amendments), you will need to contact our Reservation Support Team for assistance. BookNorway will charge you an administration fee per reservation per product to cover the administration costs incurred by BookNorway.

Who do I contact ahead of my travel? BookNorway or the Travel Supplier?

When you make a booking via BookNorway, the contract will be between BookNorway and you. Ahead of your trip, any queries or concerns relating to the reservation or product should be addressed to BookNorway

Who do I contact if I have a complaint during my travel? BookNorway or the Travel Supplier?

If you have a complaint relating to a Travel Supplier during your travel, please ensure that you immediately and officially log your complaint with that Travel Supplier. If the complaint is not satisfactory solved on site, get a written confirmation prior to your return/check-out.

If you have any other enquiries or unresolved complaints relating to your booking or the actual product please contact our Reservation Support Team on your return and no later than 30 days after the occurrence; giving us your booking reference and/or forward all relevant information in writing. If we or any of our Travel Supplier’s require further information you must supply that promptly in writing.

Customer age requirements

To make reservations on BookNorway you need to be 18+ years old and posess a valid credit card

2. What is an e-ticket?

How do I use an e-ticket?

All tickets sold by BookNorway are e-tickets. E-ticketing is a ‘paperless’ way to book travel. Once you’ve made your booking, it’s stored electronically by BookNorway and the Travel Supplier. BookNorway will send you a confirmation e-mail with your booking reference number. A booking reference number might be a 6-combination of numbers and letters, eg YG9TY4. The confirmation e-mail serves as a receipt for your e-ticket. Take a printout with you.

At the check-in desk, once you have presented your e-ticket and required identification, the check-in staff will be able to retrieve your booking from their computer system and complete the check-in process.

What if I made a reservation but did not receive the e-ticket e-mail?

If your e-ticket does not arrive, it will normally be due to an incorrect e-mail address or your junk e-mail settings. You must notify us if you change your e-mail address or contact telephone number. In addition, please check that the name on your passport matches the name on your e-ticket.

What if I have ”lost” the e-mail confirmation or booking reference?

Please send us an e-mail asking us to resend your confirmation, providing the following information:

1. The name of the lead passenger
2. Destination of your booking, and travel dates
3. The e-mail address you used for the booking
4. An alternative contact e-mail address (in case your original email address is not accepting e-mails from us)

3. Frequently asked questions – Accommodation

I’m looking for hotels in Ålesund and Bodø and a fishermen’s cabin in Svolvær. Can you help me?

You can use the BookNorway Search Forms that you find on nearly every page on Visitnorway.com to identify availability and rates. You may also call our reservation centre for reservation assistance.

On computer keyboards that do not include the Norwegian letters “æ”, “ø”, “å”, please use “ae”, “o” and “aa” to search for transportation and accommodation options for destinations that include these particular letters.

BookNorway claims to have “best available accommodation rates”. What does that mean?

Our accommodation suppliers have guaranteed BookNorway to supply us with their Best Available Rates – e.g. the best rates that the accommodation company is offering through online distribution channels at the point of purchase for the same dates and at the same terms and conditions.

What are BookNorway’s accommodation cancellation terms?

Cancellations for hotels, hostels, guest houses, camping must be made no later than 4 pm Central European Time (CET) the weekday (Mon – Fri) before the reserved check-in date unless something else is stated in the conditions for the specific hotel. Hotel/hostel/guest house/camping reservations are fully refundable – after deduction of Administration fees – when cancelled within the deadlines. For cottages/summer houses/ apartments rented for pre-defined periods (1 week, 2 weeks, weekend, etc.) cancellations later than 60 days prior to check-in date do not qualify for any refund.

You reach BookNorway’s Reservation Support Centre at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 17:00 pm Central European Time (CET) – excluding Sat – Sun & Public Holidays) or by e-mail to reservation@booknorway.no. We ask that you call us, rather than e-mail us, as we need to ascertain that the person contacting us is authorised to cancel or amend the booking and that we can more easily make them aware of the possible costs involved. We therefore require your payment details which can be taken more securely over the telephone.

Is breakfast included in your rates?

Almost all hotel rates include breakfast – in most cases a buffet breakfast. Self-catering accommodation types such as apartments, cabins or summer houses do not provide breakfast unless specifically stated in product descriptions and/or itinerary.

Is there a waiting list for sold out hotels?

If you want to be placed on a waiting list, you will need to contact the hotel directly.

What children’s discounts are typically offered by Norwegian hotels?

The age requirement may vary depending on the specific hotel’s policy. When you make a search on BookNorway, you state the age of your children and available children’s discounts are automatically calculated and included in the rates that are quoted in the search result list.

4. Frequently asked questions – Flights

I’m looking for flights to and within Norway. Can you help me?

You can use the BookNorway search forms that you find on nearly every page on VisitNorway to identify availability and rates from more than 400 airlines. You may also call our reservation centre for reservation assistance.

Some Norwegian airports/destinations may include the Norwegian letters “æ”, “ø” and “å”. If your computer keyboard does not include the Norwegian letters “æ”, “ø”, “å”, please use “ae”, “o” and “aa” to search for transportation and accommodation options for Norwegian destinations that include these letters.

How do I cancel or change my flight reservation?

Please note that in relation to air fares there may be terms specific to that fare. For example, air tickets may be non-changeable, non-refundable or have other information related to itinerary and refunds. To find out whether your tickets can be refunded, please contact us with your booking reference and we’ll let you know where you stand. Please note that if you need to modify or cancel your travel arrangements once you have booked, BookNorway reserves the right to charge an administration fee per reservation, in addition to any applicable charges applied by the airline.

You reach BookNorway’s Reservation Support Centre at +46 (0) 8 120 018 490 during Reservation Support Centre Opening Hours (09:00 am – 17:00 pm Central European Time (CET) – excluding Sat – Sun & Public Holidays) or by e-mail to reservation@booknorway.no. We ask that you call us, rather than e-mail us, as we need to ascertain that the person contacting us is authorised to cancel or amend the booking and that we can more easily make them aware of the possible costs involved. We therefore require your payment details which can be taken more securely over the telephone.

What happens if I do not show up for a flight?

If you are holding a flight booking and you do not notify us of your desire to cancel, this will be treated as a ”no-show” and could result in you losing the paid amount. Please also note that a ‘no-show’ for a flight may result in your entire ticket being cancelled by the airline and therefore may not be refundable. In other words, flights must be used in the order set out in your itinerary, and a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.

Baggage allowances

The information below is for passengers travelling on scheduled airlines (NOT low-cost airlines). Some regional airlines may also have lower allowances.

Passengers travelling Economy Class are usually permitted a maximum allowance of 20 kg (44 lbs) and passengers travelling Business Class a maximum of 30 kg (66 lbs) without extra charge.

What happens if my flight times are changed by the airline?

When there is a minor change to the time of the flight, then we will e-mail the new details to you and you can check-in with your e-ticket confirmation as normal.

In the event of a big change, we will contact you to advise and discuss all possible options that the airline has made available. In the event of a flight being cancelled, the airline will offer to rebook you on a suitable alternative flight or advise other options such as a refund.

As these changes will be communicated to you by e-mail or telephone, it is vital that you notify us if you change any of your contact details.

5. Frequently asked questions – Car rental

I would like to pick up a rental car in Ålesund and drop it off in Svolvær. Can you help me?

You can use the BookNorway search forms that you find on nearly every page on VisitNorway to identify availability and rates. You may also call our reservation centre for reservation assistance.

Some Norwegian airports/destinations may include the Norwegian letters “æ”, “ø” and “å”. If your computer keyboard does not include the Norwegian letters “æ”, “ø”, “å”, please use “ae”, “o” and “aa”.

What does BookNorway’s car rental rates include?

Normally car rental rates include unlimited mileage, third party insurance, collision damage waiver, theft waiver, airport surcharge and local taxes. However, certain rates may have specific restrictions and limitations.

BookNorway claims to have “best available car rental rates”. What does that mean?

Our car rental suppliers have guaranteed BookNorway to supply us with their Best Available Rates – e.g. the best rates that the car rental company is offering through online distribution channels at the point of purchase for the same dates and at the same terms and conditions.

How do I cancel or change my car rental reservation?

Cancellations for car rental must – as a general rule – be made no later than 4 pm Central European Time (CET) the weekday (Mon – Fri) prior to pick-up and no later than 24 hours before the reserved pick-up time. Please note that in relation to car rental there may also be additional terms and limitations specific to the rate you have selected. For example, cancellation times, reduced refundability, limited mileage, etc.

Please note that if you need to modify or cancel your travel arrangements once you have booked, BookNorway reserves the right to charge an administration fee per reservation.

You reach BookNorway’s Reservation Support Centre at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 17:00 pm Central European Time (CET) – excluding Sat – Sun & Public Holidays) or by e-mail to reservation@booknorway.no. We ask that you call us, rather than e-mail us, as we need to ascertain that the person contacting us is authorised to cancel or amend the booking and that we can more easily make them aware of the possible costs involved. We therefore require your payment details which can be taken more securely over the telephone.

If you are holding a car rental booking and you do not notify us of your desire to cancel, this will be treated as a ”no-show” and could result in you losing the paid amount.

How old must I be to rent a car in Scandinavia?

Minimum age in Scandinavia for renting a car is set by the car rental companies at 21 years – for certain car types 23 – 25 years.

6. Frequently asked questions – International ferry

BookNorway claims to have “best available rates” for International ferry tours to Norway. What does that mean?

Our ferry suppliers have guaranteed BookNorway to supply us with their Best Available Rates – e.g. the best rates that the ferry company is offering through online distribution channels at the point of purchase for the same dates and at the same terms and conditions.

How do I cancel or change my ferry reservation?

Please note that in relation to ferry fares there may be terms specific to that fare. For example, ferry tickets may be non-changeable, non-refundable or have other information related to itinerary and refunds. To find out whether your tickets can be refunded, please contact us with your booking reference and we’ll let you know where you stand. Please note that if you need to modify or cancel your travel arrangements once you have booked, BookNorway reserves the right to charge an administration fee per reservation, in addition to any applicable charges applied by the ferry company.

You reach BookNorway’s Reservation Support Centre at +46 (0) 8 120 018 49 during Reservation Support Centre Opening Hours (09:00 am – 17.00 pm Central European Time (CET) – excluding Sat – Sun & Public Holidays) or by e-mail to reservation@booknorway.no. We ask that you call us, rather than e-mail us, as we need to ascertain that the person contacting us is authorised to cancel or amend the booking and that we can more easily make them aware of the possible costs involved. We therefore require your payment details which can be taken more securely over the telephone.

What happens if I do not show up for a reserved ferry tour?

If you are holding a ferry booking and you do not notify us of your desire to cancel, this will be treated as a ”no-show” and could result in you losing the paid amount. Please also note that a ‘no-show’ for a ferry trip may result in your entire ticket being cancelled by the ferry company and therefore may not be refundable.

What happens if my ferry departure/arrival times are changed by the ferry company?

When there is a minor change, then we will e-mail the new details to you and you can check-in with your e-ticket confirmation as normal.

In the event of a big change, we will contact you to advise and discuss all possible options that the ferry company has made available. In the event of a ferry tour being cancelled, the ferry company will offer to rebook you on a suitable alternative or advise other options such as a refund.

As these changes will be communicated to you by e-mail or telephone, it is vital that you notify us if you change any of your contact details.

7. Payment

When will the payment be debited from my credit card?

When booking with BookNorway, the payment transaction – as a general rule – will occur immediately.

Full payment for all flight bookings and economy ferry fares is required at the time of booking. For other products BookNorway will allow split payment if the gross reservation amount exceeds NOK 8.000 (approx. € 1000) and the reservation takes place at least 90 days prior to initial check-in/car rental pick-up/ departure for the initial transportation leg, in which case the first instalment will be NOK 8.000.-/approx. € 1000. The second (and last) instalment will need to be paid no later than 70 days prior to initial check-in/pick-up/departure for initial transportation leg. Reservations made less than 90 days prior to initial check-in/car rental pick-up/ departure are paid by card upon reservation.

On BookNorway the prices are quoted in NOK (Norwegian Kroner)

As a general rule all rates displayed on BookNorway are quoted and paid in Norwegian Kroner (NOK). As guidance, visitors to BookNorway web pages can also select their desired reference currency, which gives an approximate conversion based on an exchange rate that will normally be no older than 24 hours. Your payment card will be charged in NOK and your card provider will then convert this amount to your local currency, which will be displayed on your payment card statement.

Note that in cases of split payment, the exchange rate may have changed at the time of paying the last instalment compared to the time of the initial booking.

Is it safe to use my credit card?

Online purchases are safe and secure with BookNorway. We use powerful and well proven encryption methods to ensure that your booking will be problem free. The personal and credit card information you enter cannot be accessed by anyone else when you make your booking.

After you click “Confirm and pay” you will be transferred to DIBS – our online payment services partner – to let you complete your transaction in an absolutely secure payment environment

BookNorway offer use of 3D Secure for even safer payment. 3D Secure is a security standard for making payments over the internet with VISA (Verified by Visa) or MasterCard (SecureCode). 3D Secure is the recommended security solution for VISA and MasterCard to identify cardholders.

What does “Verified by Visa” mean?

Verified by Visa (VBV) is a product offered by Visa in conjunction with the bank that has issued your card. You may have been asked by your bank to enrol in Verified by Visa. If you’re registered to take part in this security scheme, a new window will appear during the payment process and you will be asked to enter your password. If you are not able to complete your payment and the issue seems to be VBV-related, please try using another credit card or contact our Reservation Support Centre.

My credit card number is correct, but the reservation system is not accepting it. Why?

There are a few possibilities:

• Your card type is not accepted by BookNorway
• The card expiration date precedes the reservation date.
• You have reached your credit limit.
• Full stops, spaces or commas are placed between the card numbers by accident.
• The security code given was entered incorrectly.
• There is a computer error.

8. Confirmation

How do I know the reservation has been confirmed?

Once you’ve clicked the ”Confirm and pay” button and made the payment online you’ll go to a confirmation screen. We recommend that you print this confirmation screen and keep it for your records.

A confirmation e-mail with details of your booking will be sent to the e-mail address you provided when booking. Also if you have made the booking over the phone, a confirmation e-mail will be sent to the e-mail address you gave to our reservation centre agent.

The e-mail will contain your booking reference(s) and itinerary. This is your receipt of payment and your contract with BookNorway. Please print your confirmation e-mail before you travel, as you may be required to present your booking reference number at the airport, ferry terminal, hotel or car rental pick-up location.

Will I receive any written confirmation directly from the Travel suppliers?

No. The email confirmation you receive from BookNorway is all you will need.

9. Submitting reviews

What are the guidelines for writing a review?

BookNorway will offer an online facility allowing customers to post reviews. We may collect and display reviews, comments and other material from customers after they have completed the consumption of products purchased via BookNorway. Guidelines include:

1. Please do not include hotel rates, rate ranges, or other pricing/promotional information.
2. Please write in English only.
3. Please be as specific as possible.
4. Please refrain from making false statements or unlawful remarks.
5. Please do not include telephone numbers, physical addresses, e-mail addresses, or any other information that can be linked to a specific individual.
6. Please do not include any information about another person.
7. You must be 18 or older to write a review.

Do I need to give any personal, identifiable information?

No, but you may provide your first name and the first initial of your last name.

May the travel supplier contact me after I post the review?

No, BookNorway does not provide review contact information to our partners.

Why should I write a review?

Writing a review allows you to share your knowledge and expertise with other travellers, which helps them make informed decisions when selecting Travel Suppliers for their next trip.

Will my review be edited?

No, we will not edit reviews. Therefore, reviews must meet all guidelines before they will be published.

Do I need to stay at a hotel to write a review?

Yes, you must have booked and stayed at the hotel in order to be eligible to write a review.

Last updated 02/04/2013