Icelandair Reviews 

⭐⭐⭐☆☆ (3/5)

Our family has now flown Icelandair round-trip between the United States and Europe, and the experience was a mix of excellent service and disappointing shortcomings.

Our outbound Saga Premium flight was fantastic and showed us why people speak so highly of Icelandair. The cabin crew was professional, the food was excellent, and it truly felt like a premium experience.

Unfortunately, our return trip was very different. We purchased Saga Premium upgrades for our family of four, but shortly before boarding in Paris we were informed that our seats would not receive the Saga Premium meal because of a catering issue. Instead, we were offered only the Economy meal choices, and from what we observed, our family was the only Saga Premium group affected. That was extremely disappointing after paying for a premium product.

We were also surprised that there was no Saga Premium lounge available at Paris Charles de Gaulle, despite lounge access being one of the reasons we chose the upgrade. In addition, we didn't learn that our bid for a Saga Premium upgrade on our Keflavík to New York flight had been unsuccessful until very late, leaving us without enough time to make alternative meal plans before departure.

Our connection through Keflavík was also stressful. Several flights arrived at nearly the same time, resulting in very long passport control lines. We had to rush through the terminal to make our connecting flight. While I understand passport control is operated by the Icelandic authorities, better coordination during peak arrival periods would improve the experience for connecting passengers.

I do want to recognize the Icelandair employees we encountered. The gate agents, flight attendants, and other staff were courteous and professional throughout our journey. My disappointment is not with the frontline employees but with the overall premium experience and the lack of recovery when several advertised benefits were unavailable.

I would fly Icelandair again because I know how good the airline can be based on our outbound flight. However, I hope they improve consistency and communication so that every Saga Premium passenger receives the experience they paid for.

Booked a flight months out using Flex - so dates could be changed. A month prior to flight tried to rebook dates. Can’t be done on App robot keeps telling to do online. Finally though to clerk. Takes info then tells me there is a fair adjustment. On my $1,300 London- Vancouver $1,000 plus. So Flex means will fleece you later? Never again. Icy Service Air more appropriate.

Nice easy check in and flight. Everything was very smooth and we got extra assistance when required.

I must say, this was a direct flight, that's why we chose Icelantic Airlines. I've never heard of an airline, and overseas flight, charging for drinks! That was absolutely disgusting. I have some overseas many times, no more charged for a drink. And usually you get a basic meal included. The water was free! Disgusting!

Looking at youtube analysis. Icelandair are viewbotting their youtube views and comments on their newest video series. Its a nice watch but I can't trust their practices if they are faking things.

Youtube recommends you self-report yourself to their help centre as soon as possible.

Icelandair is the worst airline in the world; the experience was terrible. I was traveling for a Norwegian Cruise Line (NCL) trip and expected better service from an international carrier, but I was sorely disappointed. I was stuck waiting at the international airport in Iceland for a full eight hours; the place was filthy, and the staff were rude. They offered no decent information or service—they cared only about money. On the international flight, they provided nothing for free and charged for everything. It really is a terrible country.

Don’t bring an American size carry on. I talked to the supervisor but he insisted I had to pay $130 and check my bag. Once I got to the gate , they walked around offering anyone to check their carry on for free. I’ve flown them at least 10 times before and won’t be flying with them again.

much cheaper than other airlines nice staff and always flying again

Let’s start by saying I had been on a vacation across Europe with a backpack and carry on suitcase. I had been on 6 planes prior to flying back home with Icelandair. With all airlines my backpack and carry on were no problem and allowed on the plane for economy ticket booking. I showed up to the flight home with Icelandair and they say my carry on is too large and it will cost $160 check bag fee, then my back pack was also too “large” even though it is a fairly smaller backpack(crazy bad customer service with this company). I get it they post their size requirements online. Mine was maybe half an inch too wide, absolutely poor management for this company. Part of the reasoning was they said it would not fit in the overhead bins… wait 15 minutes when we board and there is ample large overhead space for the carry on suitcase for everyone(about 30 customers forced to pay an extra $160). I understand their company was on the verge of bankruptcy without changes but making customers pay astronomical rates to check a bag is the easiest way to lose more business. Makes sense their rate is a 1-star on this website. Additionally, I get on the plane and my seat pocket has a nicotine pouch in it, you think they would at least clean the plane, will be complaining about that. Absolutely disgusting.

Bought a round trip ticket from GLA to MSP. Had a family emergency last minute and missed the flight. Caught a flight 2 days later. Just tried to confirm booking on the return only to find that they canceled my ticket without notice. Zero percent of my ticket was used. 100% loss of my money. I take 1-2 international trips yearly, and I will NEVER use Iceland Air for any reason ever again.

The worst I’ve ever experienced. I’ll avoid flying with Iceland air at all costs- terrible customer service. Lost my bag, insanely high rebooking fees, totally price gouging customers. Consider flying with KLM or Alaska. Just awful, shame on you Iceland air.

Never use this airline. They take your money and then lie to you. I thought I would bid for an upgrade as a treat to myself. This was for a Friday flight. They took my money on the Wednesday and then on Thursday I got an email saying there had been an aircraft change and the one I would be on was smaller so the upgrade would not be happening and a refund would be issued. I got to check in to be told that I was on standby and would need to get my seat assigned at the gate. Instead of putting me in the seat that I had originally booked and paid for, an extra leg room window seat they put me in an aisle seat. Icelandair operate the 757 in 3 different seat configuration. 1 all premium seats or one with 20 premium seats or one with 22 premium seats. I guessed we had changed to the 20 seat type until we landed in Iceland and after everyone had got off I walked into premium and it had 22 seats not 20. There were 2 other people at Denver which they had taken money from and not given the upgrade to. This is now a week later and I have not had my refund yet. I am returning to Denver again next year and I’m sure I won’t be flying with Icelandair again

I had an issue with my booking, but it was quickly resolved through the online customer service chat. Thanks a million to Rakel for her excellent communication skills and professionalism. She resolved my problem efficiently and made the whole process easy. Big respect to Icelandair. Fair play. Excellent!!!

Booked a round trip to Glasgow with a stopover in Iceland, I needed to change the stopover to the return leg. Tried this online, but was unsuccessful, so I cancelled the trip and rebooked another flight for us, thinking that they would consider this a modification. WRONG!!! They fully enforced their no refund policy. Our initial flight was $1,700, they refunded $600. Our new flight was $2,400. Total cost for our upcoming flight $3,500. They are holding fast to their nonrefundable rule without exception.

Slow lines going through customs at KFL even if you are passing on to a final destination. They have the worst gates at all the airports. Prepare to be put on a bus
Time really drags on the ground once you have landed. And they managed to lose my luggage. Probably had a good tour of Europe before making its way home two days later. Planes are decent everywhere else is bad. I would never fly with them again

What a horrible airline and experience, they deserve less than a star. Rude customer service, flying from DC to Amsterdam via Reykjavik and had long layover, they let me take my luggage and did not let me recheck it, no luggage storage they have, letting me carry it with me for a 18 hours ...
Even in a Third World Country they have a better customer service.

I wanted to book here, but customer service can't even answer a simple question (about check in carry on luggage) , and cut me off in chat. Un-believable this airline....

Terrible airline. Cancelled our flights and almost left us stranded in Rome. We paid almost $400 for upgraded seats and didn’t receive the seats. The attendants have priories that the passengers don’t know about. DO NOT fly iceland air.

Was due to fly Keflavik to Gatwick direct, but the flight was cancelled due to a crew shortage while we were already at the departure gate. We had to re-enter Iceland, beg baggage assistance to find our luggage, and were flown to Heathrow via Prague the next day.

This resulted in a 15-hour travel marathon with zero support from Icelandair to get us to the destination we actually paid for.

The Airport & Hotel Chaos:

Waiting: Spent 6 hours at the airport before being put on a coach to a hotel.

The Hotel: Upon arrival, the hotel wasn't even ready for us. We were sent away, told to check in later, and nothing inside the hotel was open.

No Subsistence: We were not provided with any meal vouchers despite the overnight delay.

Terrible Communication: Icelandair staff repeatedly gave us incorrect and inconsistent information. They wouldn't even tell us which hotel we were going to until we arrived.

The Return Journey:

No information about our return coach was provided by Icelandair. The hotel staff did their best to help hundreds of stranded guests but couldn't get answers. A notice was finally put in reception at 10 PM.

Had to wake up at 3:30 AM because the coach had to make multiple stops at other hotels, making it an hour-long journey to the airport.

Our replacement Icelandair flight to Prague departed late, making an already short British Airways connection incredibly stressful.

The Final Insult:

No assistance or information was provided for transport from Heathrow to Gatwick. We had to pay out of pocket to get to our original destination and are still waiting for Icelandair to reimburse us.

AVOID. Definitely avoid if flying to/from Gatwick, as this is the second trip with Icelandair this year where they have dumped us at Heathrow instead.

I didn't even make it on the plane.
I booked a flight last october for June this year.
Due to e family emergency, I had to push my trip out but thought, that luckily I had booked a rate that allowed to change the flights so I will just change them to same time next year.
Every time I tried to change my flights, I received a non descriptive error message. So I opened a chat where I was informed, that the changing of the flights were restricted to be done within the year. But not withing the year of the initial travel date, it had to be within the year of BOOKING.
I have never heard of such nonsense policy restrictions in general. Let alone them being based on the booking date.
I will never again use this airline.