Norwegian has built a reputation for delivering a smooth travel experience, even during periods of disruption. To further enhance its response, the airline partnered with 15below to implement the updated IROPS Dashboard. Ahead of its launch, we spoke with Edward Thorstad, SVP of Customer Care at Norwegian.

In this Q&A, Edward discusses the challenges his teams face, how passenger expectations have evolved, and why Norwegian is investing in smarter tools like the 15below IROPS Dashboard to enable faster responses and better outcomes for passengers.

Q1) What are the biggest challenges you face today when managing IROPs?

The biggest challenges are working fast and staying aligned when disruption hits. These events can get complex very quickly as they can impact different regions, aircraft, and systems all at once. So, the pressure is on us to make decisions fast and keep everyone organised and aligned as we respond. But when all of the information is scattered across different systems, or we’re still relying on manual processes, it slows everything down. For us, it’s about giving our teams the tools and visibility they need to act quickly, ultimately making sure passengers get the updates they need at the right time and via the best channel.

Q2) How have passenger expectations evolved in terms of communication during disruption?

Passenger expectations have definitely changed. Real-time updates are now the bare minimum our customers expect from us. They need to be accurate, personalised, and sent to the channels our customers use. But beyond that, people want to feel understood. It’s not just “your flight is delayed”. They want to know that we see the impact the IROP has on their day, their plans, maybe even their lives if it impacts a special moment. And we’ve seen just how much of a difference proactive, personalised travel communication can make. It’s a key part of building and then keeping trust.

Q3) Why has Norwegian prioritised further investment in disruption management tools?

Disruption is part of our reality now as an industry, and it’s not getting any simpler. We can’t always control when or why it happens, but we can absolutely control how we respond. For us, it’s about staying one step ahead of our customers so that they can see and trust that we have their best interests at heart. That means investing in tools that help us act faster, reducing manual steps, and taking better care of our passengers. It also helps our teams by taking pressure off them and allowing them to focus on what really matters. In the long run, it’s about resilience and delivering the experience our customers expect and deserve.

Q4) You’re already using 15below’s Flight Status solution. What additional benefits are you seeing from the IROPS Dashboard?

Flight Status has already been a big win for us. Being able to automate notifications like ETD changes and cancellations has made a real difference. What the IROPS Dashboard is adding on top of that is a deeper layer of control. It brings everything together in one place, so instead of checking multiple systems or chasing updates, our teams now have a single, shared view of what’s going on at all times. It's a real difference-maker for us. It’s helping to speed up decisions, make shift handovers smoother in the OCC, and reduce the risk of things being missed. All together, it’s a more connected, confident way to work. 

Q5) Are there any long-term goals this project is supporting?

Definitely. We’re aiming for a much more data-led approach. With the new IROPS Dashboard, we’ll be able to track what’s happening in real time in a single dashboard and learn from it to keep improving. It’ll also help with things like reporting and compliance, giving us the evidence we need to show how we responded during an IROP, when, and why. But ultimately, it’s about creating a stronger, more consistent experience for passengers, and a smoother process for our teams behind the scenes.

Q6) What will success look like once the IROPS Dashboard is live?

Success, for us, looks like fewer delays in response time, less manual processing, and a more seamless handover between teams, all of which are quantifiable. We want everyone to feel in control, even when things are moving quickly. From a passenger point of view, success means they feel informed, looked after, and reassured, not left guessing. We’ll see those changes in net promoter scores, reduced number of complaints, and other customer experience metrics we track. Internally, we’ll know it’s working when we hear from teams that the tools are helping them stay calm, act faster, and do their jobs with more confidence.

Q7) What role has the 15below partnership played in helping Norwegian evolve its approach to disruption?

We’ve worked with 15below for a long time, since 2006, and that relationship has grown with us. They’ve helped us automate, improve, and adapt as our operations have changed. Now with the IROPS Dashboard, we’re taking things further, bringing more structure and oversight to how we manage that kind of disruption. It’s not just about technology; it’s about having a partner who understands the real pressures airlines face and can build solutions that actually make a difference day to day. That’s been hugely valuable to us over the years. 

Q8) What advice would you give to other airlines looking to modernise their IROPS response?

Don’t wait until something breaks to start thinking about it. Disruption is inevitable, so it makes sense to plan for it properly. My advice would be: put your passengers at the heart of it, and design your tools and processes around supporting them. Make sure your teams have the visibility and systems they need to move quickly and communicate clearly. And look for solutions that remove friction, not add to it. The best technology is the kind that makes everyone’s job a bit easier, and leaves customers feeling like they’re in safe hands.

Smarter passenger disruption management at Norwegian

As Norwegian prepares for the deployment of the IROPS Dashboard, the airline is ready to take its disruption management to the next level. The Dashboard puts all the information its teams need in one singular place, cutting down manual steps, speeding up decisions, and making handovers across the operation smoother than ever. 

Operations and frontline teams are gaining a tool that reduce pressure and allow them to focus on what really matters, supporting travellers. Passengers themselves will experience faster and more personalised updates during the most stressful periods of their journeys. For both Norwegian and 15below, this launch is an exciting milestone, demonstrating how smarter tools and closer collaboration can deliver real improvements for both operations and the passenger experience.

To find out how the enhanced IROPS Dashboard can make a real difference to your disruption management, get in touch to arrange a demo. Our team will guide you through the new features and show how they can help you improve passenger communication, streamline processes, and ultimately improve the airline’s reputation and bottom line.