Icelandair Reviews 

Friendly, competent and helpful service after our baggage delay. Initially, we booked our flight with Austrian Airlines and got rebooked via France. Even though Air France was responsible for the loss of our baggage, Icelandair tracked down our baggage and brought it to us across half of the island (via flight and drop off service per car). Also did the whole compensation for the costs of clothes and toiletries! The rental clothes service Icelandair also paid for saved our holiday!

Long check-in line…one agent. Extremely Small carryon dimensions…paid $250 for new small carryons…but turns out they allow anything. Saw one person carryon 5 bags, using 1 1/2 overhead bins…flight attendant watched and said nothing. On return flight exit row we had to stow under seat bag in overhead during take off & landing. Then a guy stuffed a huge, heavy duffle bag in our bin…blocking us from our underseat bags. I complained to flight attendant he shrugged and walked away.

I booked a no-frills no modifications return trip from Vancouver to Britain. I decided I wanted to extend my stay, and was told that under no circumstances was this possible. Too bad, I thought. I booked an outbound flight with another airline - so much for my cheap return flight! I called Iceland air to cancel my ticket on the outbound portion of my original return flight to be told that this would cost me US$250. They clearly know that they have me over a barrel: if I don't pony up, they will void my return ticket because I didnt show up for the outbound flight. This is a shake-down plain and simple

Iceland Air customer service sucks!
I have requested a refund from them for a cancellation due to medical reason (I have had purchased the coverage separately from the airline). After almost a month, they have not even reviewed my refund request and no one is providing any timeline or meaningful answer when this request is being reviewed and processed.
The agents are impolite and not even apologizing for their lack of support.
Garbage customer service!

I’m sorry Iceland Airlines was not friendly and when we had weather delays, they charged us another 250.00us dollars per ticket because we got move to the next day. The check in for Iceland airport was so confusing and not convenient. I’m sure they don’t offer anything better than Play air. So frustrating….not happy. On top of that Southwest Airlines is suppose to have a partnership and Iceland airlines denies it, they are not helpful with anything.

My luggage was 'delayed' because it did not get on a connecting flight. I was OK with that but it never got delivered to my hotel. I called Icelandair's customer service at least three times and all they said was, "We've sent an email." Thankfuully I had a Tile Bluetooth tracker and was able to locate my luggage myself. It had been sittings on a cart at the airport for almost 24 hours. I blame BGO's baggage service too. Not to mention I flew business class and my TV screen didn't work.

DO NOT FLY WITH THIS AIRLINE !!! They cancelled a seat I had on a flight from Reykjavik to Seattle and made me buy another ticket, after THEIR agent in Nice said that I was fine to not take the first leg of the journey (London to Reykjavik) as I needed to change that. I was left at 9.00pm at the airport in Iceland with no transport and spent an hour driving with a taxi to try and find a hotel room without success so had no sleep as I sat on an uncomfortable chair in the airport lounge all night. They have NO idea of customer service, and are incredibly rude. I will NEVER fly this airline again

Late departure. Pretty much got rebooked and abandoned unless we agreed to a 4 hour return bus drive to hotel in nowhere. And more. Just dont do it

HORRIBLE!!! TOOK OUR MONEY AND BROKE up MY FAMILY. COULD NOT CARE LESS. PAID $4K for three upgraded tickets and we literally were assigned to the toilets. They resold our seats. thieves!!!! When shown the receipts and confirmation information they were like so sorry fill out this form. Seriously? We took your money and promised you something and we could give two craps we didn’t deliver and took your money.

Worse than low-costers. No food in 3+ hours flight. Leg space is the same as on the cheapest airlines.
The ticket claims unlimited drinks, but you get 1 cup of water or 1 cup of tea or coffee.

Absolutely terrible service. I booked a different flight to Reykjavik because it fit better for a meeting. This resulted in me not being able to use the return ticket I HAD BOOKED?? Because I didnt show on the other flight. No message, no email, no phone call that I had to buy a new one. I had to buy an emergency ticket from a different airline (because your price was more than double the market price on that day) on the day of flying because you didnt have the common decency of giving any notice. A clear as day profit-play that ensures I'll NEVER fly with IcelandAir again. Your customer service was absolutely terrible with no empathy and just referred to a microscopic part of the terms that wasn't even a headline but a side note that "oh and your entire trip is cancelled if you don't show up to any leg of the trip". Wow. Just wow.

Good Evening,

I regret to say I had the extreme misfortune of speaking with Sylvia from Iceland Air at approximately 6 PM EST on 07/26/25. From the start, I had to repeat my reservation number three separate times, yet she remained dismissive and unprofessional.

When I requested assistance with entering my Known Traveler Number for both myself and my wife—since the website kept crashing—her behavior deteriorated further. I did not think it was possible, but she became even more rude, argumentative, and shockingly began to raise her voice.

Following this unacceptable conduct, I asked to speak with a supervisor or someone in higher authority. Instead of assisting me, she arrogantly questioned why I had “business” speaking with anyone else and then disconnected the call.

If this is the level of customer service that Iceland Air deems acceptable or representative of the company, it is nothing short of shameful. I have provided the exact time of the call, and since calls are recorded, I expect this incident to be reviewed in detail. I would like to know what actions will be taken to address Sylvia’s completely unprofessional and disgraceful behavior.

Very poor service. Travelling with 2 autistic children (booked as special assistance) and had our flight changed 1 hour before leaving for the airport as they had overbooked the flight. Unhelpful staff on the phone. Shame on you Icelandair.

Just don’t do it. Ancient aircraft. Less space than RyanAir on 8+ hour flights and all 4 departures were 1+ hour delayed. Only make that mistake once. LOL.

The flights were adequate, minimal service. But the airport situation is the worse I’ve ever experienced. They herd you like cattle, bus you to the farthest terminal possible. Just absolutely awful.

Never again

Despite holding a confirmed reservation, checking in on time, and paying for my seats, my flight was inexplicably cancelled not once, but three separate times. I was then bounced between three different airlines without any clear instructions or support, ultimately being rebooked to a completely different arrival airport without my consent. This caused significant disruption, added costs, and severe stress—all of which were entirely avoidable had your operations and communication been even remotely adequate.

This experience was physically and emotionally exhausting. I live with scoliosis, a painful spinal condition that limits my mobility. The extended walking, long waiting periods, and general disorganization significantly worsened my pain. I also suffer from serious anxiety, and this ordeal triggered a severe episode that left me completely overwhelmed. The level of chaos and disregard shown for passenger welfare—especially for someone with a disability—is inexcusable.

I was explicitly promised compensation at the airport by your staff, but to date, I have received nothing. I was also told my baggage would be handled by Icelandair due to the airline's mishandling of the situation—yet I was forced to pay baggage fees myself upon departure from New York. Your team failed to honor even the most basic commitments.

To make matters worse, the behavior of your staff was not only unprofessional and undertrained, but also alarmingly inconsistent. At one point, a single new staff member was left to handle a crowd of distressed passengers alone, with no support from any supervisors or managers. This is a serious operational failure and a safety concern.

What is most alarming—and deeply upsetting—is the discriminatory treatment I experienced because I am black. Throughout the ordeal, we observed that white passengers were given more attention, faster assistance, and more thorough explanations, while we were consistently ignored, dismissed, or spoken to curtly and without care. The difference in how we were treated was stark and undeniable, and left us feeling humiliated and targeted. This raises serious concerns of racial discrimination, which must be investigated and addressed immediately.

How a beautiful country as Iceland has a very bad airline and very bad airport like this is beyond understanding ! Bad service , rude staff !

I wish they had a zero button. Made a change to my ticket, double checked, took a screen shot of the change, and it sent me a change for the wrong date. I sent the customer service teh proof and they did not care. Had to pay again. DO NOT USE. HORRIBLE EXPERIENCE stay away.

Terrible lost hundreds of euros for no refund when I got injured.

Terrible customer experience, their app, website and emails hide information, forcing you to buy extras that you already have. Low-class, terrible airline with legacy IT systems and horrible customer experience, but extremely high prices.