Icelandair Reviews 471

Travelled Dublin, Reykjavik, Chicago with Icelandair yesterday and they left my manual chair in the airport in Reykjavik 🤬 so an airport chair (which I can't Propel myself) and has no cushion so have to use a hotel pillow (which is dangerous for anyone who needs a pressure relief) is what I have to get around on until my own chair turns up whenever that may be. Shocking customer service

My wife and child and I flew on 29.10. We got our tickets at the ticket desk, checked our luggage, and went through security, but I was stopped at the gate because my ticket turned out to be invalid. My wife and child boarded the plane. The gate staff admitted that my data had been deleted from the system by mistake, but no one did anything to fix the mistake. The only solution offered by Icelandair was to also remove my wife and child from the plane, which of course we did not agree to. So I stayed in Frankfurt. My wife confirmed that the seat assigned to me was free during the flight. What shocked me the most was the complete indifference on the part of Icelandair. If you have an alternative option, I recommend avoiding this company.

A true shame. Kidnapped in the plane for hours. Horrible customer care. Never again

Horrible experience. Flight was delayed 2 hours after boarding we were at the gate in a very HOT airplane for another 30 mintues. They then offered beverages while still waiting at the gate with no air in a very HOT airplane. The stewardess skipped my row deliberately and offered beverages to the passengers in front and behind us. Was that on purpose? Could it be due to our ethnicity? Sure felt like it. When I asked someone to get her attention for me I thanked her for the water she neither apologized for said your welcome instead she offered a other beverage to the passengers behind me who got her attention when they said thank you she said you're welcome. Iceland should be ashamed to hire people who clearly have biases. DO BETTER we are all paying customers. The passengers behind us though were very kind. NEVER AGAIN

This is a copy of the email we got before departure from Toronto to Dublin

Air travel communication
Icelandair
We have important information
Booking reference: AOYG69
Dear passenger,

We've encountered an unexpected shift in our flight resources that, regrettably, necessitates a change to your upcoming journey. Your flight, operated by Icelandair to (), will be operated on another aircraft than originally planned and, as a result, the Saga Premium seat you booked is no longer available.

In response, we've already assigned you a comfortable seat in our Economy class and placed you on the waitlist for a Saga Premium seat. Our staff will inform you if a Saga Premium seat is available for you at the gate. Your baggage allowance will remain unchanged.

If a Saga Premium seat isn’t available at the time of boarding, you’ll receive compensation of 30%/50%/75% of the ticket price in accordance with your rights as an air passenger provided for in Article 10 of Regulation EC no. 261/2004. We’ll create the refund case and email you within a few business days. Please note that the compensation is only applicable to the flight where you were seated in Economy and not the entire journey.

We empathize with the potential disappointment this may cause and extend our sincerest apologies for the inconvenience. We look forward to welcoming you onboard and wish you a pleasant journey.

Best regards, the Icelandair team

We called the airline (Icelandair) from Toronto and they told us that it must be a scam email....so we didn't bother about it. When we landed in Iceland we asked again about the email and they didn't know anything about it, so we made our way to the gate for departure to Ireland. At the gate we were put aside and told we were downgraded. We passed by the previously bought seat and a couple was seated in those seats we had bought several months prior. We were not given anything upgraded in our new seating. They did offer us some minimal compensation........which does not cover our seat selection.

Dear Michael Remi Robinson

On behalf of Icelandair, We sincerely apologize for the inconvenience experienced during your travels as a result of the recent downgrade of your flight FI418

In accordance with Regulation EC 261/2004, you are entitled to a refund of 30% of the affected flight. The value of the downgraded flight leg is 217.94 USD. You will be refunded 30% of that amount. 

For the reimbursement to be actioned, we kindly ask you to follow the payment link provided below where you may select your preferred payment method. 

Please note that if you choose a bank transfer, your bank may take an international transfer fee while a credit card transfer will not. 

In spite of this unforeseen aircraft change, we hope you have enjoyed your journey and look forward to welcome you onboard again soon. 

Best Regards, 

Icelandair 

Click here to fill in your payment details

Please note that the deposit can take up to 2 weeks to be processed and shown on your Credit Card / Bank Account.

Best regards,
Icelandair

This email is infuriating, it's an insult and a slap in the face.
We will not travel with
Icelandair again and will let everyone and anyone know that this company's standards are extremely low.

Smooth process to board with friendly staff however, the five hr flight to Iceland was so hot and we were absolutely miserable. I'm not sure why it was so hot and I asked the staff to turn the heat down. Never flying this airline again.

Poor customer service. I had to chase them multiple times over 3 months to get my claim paid. They also only offered half the amount I claimed, and to which they were liable for (under law) which was frustrating. I don't have the time to go through the legal system and they took advantage of this. Stick to the more mainstream airlines.

I am sitting at the gate somewhat early for my flight in Copenhagen and saw the gate agent rudely reprimand a man with a question. The gate agent told him he couldn't help him until he signed into his computer. The customer had an unrelated question but was rudely reprimanded and told the customer HE was rude. Unbelievable. Unacceptable. An Icelander came up with a question and received a kinder response.
Until Icelandair discovers the importance of teaching their staff manners, I will choose another airline.

Absolutely terrible airline. Staff are rude at bag check in, bag check in opens super late and the queues are insane.
You can pay/select a seat but they will change it multiple times and not tell you

Longer haul flights are like flying with Ryanair for 7+ hours. Leg room is none existent.

No customer service, no way of contacting anyone. The Philippines based customer service was worse than none, made me want to scream. They changed my flight without confirmation from me, I had to book a whole other flight and pay double. I can’t describe how awful this airline is but they have almost a monopoly and don’t care about the passengers at all. Horrific experience!

My bag was ripped open & damaged while in the care of the airline. Several personal items were stolen which the airline refuse to reimburse.

According to the Montreal Convention (1999), which applies to Icelandair as a carrier operating within and/or from the EU, airlines are liable for destruction, loss, or damage to checked baggage, up to the limit of 1,288 Special Drawing Rights (SDR) per passenger. This liability covers not only the suitcase itself but also missing contents, provided that the passenger reports the damage or loss within the required time limits.

Which the dont follow. This is a scam airline who dont care about their passangers. I strongly advise to fly with someone else.

Icelandair denied my boarding because they've oversold. Then Icelandair spams me with an email asking me "We'd love to hear what you though". Icelandair must be stupid being so ignorant of their own failure.

I booked a return flight from London to Reykjavik but due to an emergency I missed my first flight. My wife told staff at the airport that I couldn't make the flight which was the earliest possible time. I still required the same return flight to London as my wife is pregnant and also travelling with my 2 year old daughter but I received an email detailing that due to being a "No Show", my return flight had been cancelled. The only solution was to book a new flight altogether.

The fact this policy exists in Icelandair's T&Cs is outrageous. Not sure how this allowed and acceptable.

T&Cs aside I spoke with the customer service team and explained that I needed the same return flight to travel with my pregnant wife and daughter and received the following response "You should have done contacting us through phone or chat looking into your options if you had emergency but right now it's too late to take actions." I was then typing up a response and 30 seconds later the staff member shut down the chat "Due to no response".

I will not be travelling with Icelandair anymore, and would encourage anyone else who has been a victim of similar T&Cs to complain. These types of T&Cs where you pay for services and don't receive them, and are then forced to pay again, can't be allowed.

Would give 0 if I could. We got an email on the morning of our flight that the flight was cancelled "because of tube strikes" and we were moved to one 8 hours later. Everything online still said the flight was going ahead so we came to the airport and were then told the plane was "downgraded" so some passengers were bumped to other airlines and times and that we had no other option. We will now arrive in the middle of the night and can't pick up our hire car so requested a hotel be booked at the airport and were told this could be refunded if we book one. We spoke to the supervisor to ask if a hotel could be booked for us for the night and she said no and also said they "probably" could not refund us.

We're being given different messages by everyone we speak to and treated like sh*t. Absolutely would not recommend this airline

Flights were on time, planes were clean and the staff were very nice and helpful all round good experience on all my 4 flights 1 and 5,6 of Sept

Horrible experience while boarding connecting flight in KEF on the way to Berlin, Germany. Boarded the first flight in Detroit with my carry on luggage and one personal item. Carry on luggage size and weight was deemed OK in Detroit. I have been using this carry on suitcase on many flights with various airlines including Icelandair over the past 10 years and never experienced an issue. Suddenly when boarding the connecting flight in Iceland the agent at the counter deemed my carry on luggage outside of the allowed length and forced me to pay an additional $90 to board my flight. Obviously my luggage didn't grow in length during the one hour connection layover in Iceland. My other option was to go to the check in counter to check in my luggage as a regular bag, miss my flight and be stuck in KEF for another day. This is a horrible way to scam customers and I will never fly on Icelandair again! If at all there was any issue with the length of my carry-on, it should have been mentioned before the first leg when I had the opportunity to check it in as a regular check-in!

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!