Norse Atlantic Airways Replaced Chatbot With AI Agent Freya in January 2026

Dozens of people filed complaints with the Federal Trade Commission describing problems contacting Norse Atlantic Airways after flight cancellations or booking changes. The complaints, obtained through a public records request covering the period through early 2026, reported that the airline’s support page lists no phone number and directs users to an AI agent named Freya.

Of 41 complaints that listed a dollar amount, 21 stated losses exceeding $1,000, with some customers reporting they had provided credit card details to third-party numbers found through search engines.

Airways, founded in February 2021, removed its customer support email address to make the AI agent the primary contact channel. The company previously used a chatbot called Odin and switched to Freya in January 2026. ai, which developed Freya, stated the airline’s no-human-intervention resolution rate rose from 60 percent to 80 percent within two weeks.

Chief customer and communications officer Bård Nordhagen said Freya manages 99 percent of passenger inquiries. Chief product officer Alf Lim described the system as a core part of the team that allows staff to act as AI agent managers.

Several complaints described callers reaching numbers listed on third-party sites that claimed affiliation with Star Alliance or other travel services. A March 2025 complaint stated a customer provided details for three credit cards and a Social Security number, after which an unidentifiable charge of $1,258.88 appeared.

Another customer reported being denied boarding in Rome with no Norse staff present and having to purchase alternative travel at higher cost. Norse Atlantic Airways maintains a warning about online scams on its website. A representative for Star Alliance confirmed the airline is not a member and that listed numbers are not associated with the alliance.