Icelandair Reviews 

Arrived at Kevlavik (national airport of Reykjavik) en-route to New York. My ESTA was not accepted and I missed my connecting flight. Spent a night at the deserted airport and after a new ESTA arrived the next day, I was asked to fork out 1,500 EUR for another ticket. That flight was then delayed and I missed my connecting flight from New York to San Fransisco. Another night at an airport. That things don't always work out is fine, but to charge again, after I had already paid for the ticket?! Grubby, money hungry and distasteful - in my opinion. It looks like Iceland Air needs the money more than I do, which means AVOID AT ALL COST! They probably don't have the funds to pay for anything that may go wrong with your flight.
There was definitely no reimbursement to me! A decision they arrived at after several attempts to contact their customer service.
This was not my first flight with Iceland, but -barring compelling circumstances- certainly my last!

We had a very good experience flying with Icelandair from the U.S. to Iceland. Check-in and boarding were smooth, the flight departed on time, and the cabin felt clean and comfortable. The crew were professional and friendly throughout, and the overall service was efficient and well organized.

Arrival in Iceland was straightforward, and the entire trip felt easy from start to finish. We would gladly fly with Icelandair again and recommend them for transatlantic travel to Iceland.

I'M PUTTING ONE STAR BECAUSE I CAN'T PUT LESS. FLIGHT FROM HOFN-REYKJAVIK.
My flight was delay because the weather conditions. My flight was originally at 09.10 am. I did alredy the check in in the front desk in Hofn so they kept my big lugagge of 22kg, while I went home to wait for more news... until then everything ok... was delayed half an hour.. after delayed at 15 pm, and then later I got a email saying if I want to go in the new reschedule time (18.10) I should click that email to reserve a site on that plane. OK I clicked the email and I went to the airport (ONE HOUR AWAY FROM MY HOME). So I got to the airport, my lugagge was on the trolley behind the desk, so when I was boarding the same woman who got my check-in in the morning told me SORRY, THE FLIGHT IT'S FULL. and nothing else. OF COURSE ICELAND ONLY FOR ICELANDIC PEOPLE. Also tourists couldn't boarded. In the email was NO WRITTEN that I had to do the check in again. If they were keeping my lugagge I thought that I got a seat in the flight also because I was following all the instructions on the emails. But of course in the airport they were only giving explications to icelandic people. THIS IS RACIST. I LOST 2 CONNECTIONS THANKS THAT. I FEEL SO DIAPPOINTED. DON'T TRAVEL WITH ICELANDAIR. THEY INFORM YOU POORLY ON PURPOSE SO YOU CAN'T ASK FOR MONEY BACK.

Kidnapped in the plane for hours. The most horrible experience in my life. 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.

Our flight on Iceland Air was on the dot punctual. Ground and in-flight staff are efficient and pleasant. Tea and coffee are free. Other drinks and food have to be purchased.
Flybus tickets are also offered for sale in flight, saving us from the queue.
I heard however that a later flight yesterday was rescheduled to today due to weather conditions.

We hade a family emergency on the way to the airport with one of our family members and because he is old and fell off an escalator. All we asked was for a supervisor to help we were asking badly and for so long but they did not help. We lost a lot of money because we were 10 people. This airline is the worst one I’ve been on they did not even show care for us when we had old tired and sick people. The worker who we were talking to we asked for a supervisor to help us he said no but then when we were leaving he decided to get the supervisor. We had kids tired but they did not help us at all I personally have been on many airlines but this one was the worst they have no respect and no helped. Almost all the family of 10 were sad and crying due to the emergency and when we asked for a supervisor to talk to he said he does not a have a supervisor and when we said to go to court he said he would call one because he knew the plane flew they have no respect for the elderly and young that have been up from 8 am.

No beverages or food, very high price and arrogant, incompetent female flight attendant. Also, I recommend to avoid BOING !

My mother was hit MULTIPLE TIMES by the entertainment system on our flight. The pad couldn’t support itself and a flight attendant walked past my mother, who sit near the aisle, and knocked it down THREE TIMES.

The first two times didn’t hurt her badly, so no attendent paid attention. The third time, the whole system fall directly on her front of her lower leg. She was in severe pain for a long time.

When we talked to the cabin manager, zero compensation received — she even said her bruise was too minor and she didn’t know about any medical check up available.

The manager also said the entertainment system falls down a lot — and they’re still falling till this day. No one seem to care enough about the plane or the customers to fix this.

We flew from Dublin in Feb. Just before we left I booked on an extra 20kg case, the website glitched & I'd no order confirmation so I booked again. I was charged twice & later received two order confirmations. I contacted the airline before the flight & aftet to say I only need 1x20kg. They will not refund or accept the website was the issue.

Worst Airline Experience – Avoid Icelandair!

I recently flew from Keflavik to Paris with Icelandair, and it was the worst airline experience I’ve ever had. The staff was rude and unprofessional, lacking basic manners when dealing with passengers.

I had pre-paid for extra luggage through their website, but at the check-in counter, they still made me pay more. It felt like a scam designed to squeeze more money from customers. Their website is poorly managed, and their service is completely unreliable.

I would never recommend Icelandair to anyone. If you want a smooth, hassle-free journey, avoid this airline at all costs!

Having my today-ticket from Iceland to Denmark cancelled due to a cancelled plane and then re-booked, the piece of checked-in luggage I had paid for, was 'lost'. IcelandAir insisted I should pay, even though they could see I had one piece of checked-in luggage paid for before the re-booking. When I denied, the apparently very sensitive and fact-resistant lady at the desk just cancelled my ticket and asked me to leave the checkin area. This kind of not-really solution-oriented behaviour is not what you need when you travel. So do yourselv a favour, use another line if possible. IcelandAir is not the good service-minded company it was once. More the opposite.

Cancelled our flight - put us on a flight that now spans (overnight) my husband’s 50th birthday - phoned up to explain - we are in New York they asked if we could get to Baltimore!?!? Made point they have messed up hotels, tours, etc - the options they gave - put up with the flight or cancel it! Utterly unapologetic - not only that but it is their “company policy” that supervisors/ managers don’t take calls!!! So wish we’d booked with another airline, worst customer service of any airline we have ever dealt with. Rude and robotic.

If it’s not bad enough, there are very few flights from London to Iceland daily. There can be a 20 hour layover on some flights. My flight was delayed two times from Gatwick to Iceland, this after having to travel from Heathrow to Gatwick after I missed my flight there due to the airline. Very little information or updates given to passengers.

Flight 209 From CPH to KEF 10/08/2022 17:35 18:50

A very obese man that needed two seats but only bought one seat, was accepted onboard this flight.
The staff parked him in a aisle seat on the left and lifted the right armrest. So he had his seat and about 25% of the aisle. How is this not a security risk?
What the staff should have done was to remove him from the flight and told him politely you need to buy two seats or we wont let you in.
Don't bother other people.

I am a frequent flyer with Icelandair where I mostly fly in northern Europe. I only have good things to say about this airline.
Customer service is always helpful if needed and I rarely have I have experienced any delays or negative instances.

My mother flew with them almost 7 days ago and they have lost her luggage We call them,send them an e-mail,even went to the airport to talk to them almost every day since.Everytime we receive the same damn a nswer;"We don't know where the luggage is".How is it possible?How?
They said in 24/48 hours we will have it but tomorrow is the 7th day and no sign of it.
The most idiotic people i had to deal with!!
Update:We received the luggage after 2 weeks

We recently booked a vacation package through Iceland Air which had been promoted on Travelzoo. At the time that we booked, covid cases were low and trending downward. Since then cases have skyrocketed and CDC has issued a level 4 warning for Iceland. I have tried several times to get a response from Iceland Air customer service about this situation and cancelation options. Not only do they not answer my questions, they don’t respond to any of my queries. They just don’t answer. I have seldom, if ever, experienced such terrible customer service. Who is running this company? Do they have any idea how bad service is? Don’t ever book Iceland Air.

I will never do business with this company again. I booked a vacation to Iceland through Icelandair. Two months ago they changed our flights, but provided NO information on how it would impact our vacation package (hotel and booked activities). For TWO months I have been unable to speak or communicate with anyone at the company. We were supposed to leave this Friday and I just received an automated email from them today saying they are too busy to help me (after two months of trying!!!). I disputed the entire booking through AMEX and they refunded me. Never ever again will I do business with this company. They have no costumer service. NONE.

Icelandair cancelled our direct flights which we had to try to reroute as all of our holiday bookings had been made. Their service centre, on a London number, transpired to be in the Philippines where the line was frequently disconnected whilst we tried to arrange the alternative flight: some staff were helpful but others promised to email details of re-routed flights but didn't. Eventually secured flights via Belgium, but these were cancelled too - requiring us to spend more hours on the phone. Eventually re-routed via Amsterdam adding 10 hours to our flights - no compensation offered. A miserable experience.