Norse Atlantic Airways' AI customer service strategy leaves passengers vulnerable to scams, with at least 21 complaints reporting losses exceeding $1,000

Norse Atlantic Airways removed its customer service phone number and email in favor of AI agents—first a chatbot called Odin (developed by Kindly in January 2025), then replaced by an AI agent called Freya (from Delight.ai, introduced by January 2026). Freya now manages 99 percent of inquiries from passengers, according to the airline's chief customer and communications officer.

At least 18 FTC complaints describe customers who searched Google for Norse's phone number and were directed to scam websites and phone numbers instead. Callers unknowingly gave scammers credit card information, social security numbers, and other sensitive data. Of 41 complaints reporting a dollar figure, 21 claimed losses exceeding $1,000, with one complaint citing an unidentifiable charge of $1,258.88.

Some customers unable to reach Norse by phone or email were denied boarding or forced to pay for costly alternative travel arrangements. One passenger stranded at Rome airport found only contracted employees present, no Norse staff, and access only to the airline's chatbot, with no live customer service or phone line available.