Icelandair Reviews 

Booked an excursion and it was cancelled and they damaged my suitcase and wouldn't reimburse either.

The worst handling of luggage i have ever expended i fly frequently and in my business especially. I fly with SAS brittish,american airlines etc and always have the exact same bags with me, I haven't even experienced this in Ryanair (which by now i value more than icelandair after this experience) weighing base by the gram and by the centimeter it was an absolute joke and im more than happy to pay for what I should and I really do but this was horrible. Never using Iceland air again

From Helsinki to Iceland layover, there was no passenger boarding bridge, wasn't surprised. Long queue on passport control. Iceland to Vancouver, Our boarding 22B gate had us go down , and went through no machine boarding security check. Went up again, then another manual passport check. No passenger boarding bridge agan.

You have to pay for meals in economy.

I paid extra for emergency exit for extra leg room, but you cannot lean the seat back, the steward says it's because it's emergency row?

Paid CAD1800 round trip, don't think it's cheap!

Ought a flight nyc to Munich.
Before departure. Was informed that will be no WiFi on the plane. Let me not start even on the paid food.
Disappointing

We had no problems with the trip, and the staff were also kind.

We paid extra with Icelandair to sit together and have extra legroom on a long-haul flight. This wasn’t about luxury – it was essential, as one of us suffers from severe flight anxiety.

Shortly before departure, we were rebooked onto Delta Air Lines via Amsterdam.

And then everything fell apart:

The seats we paid for disappeared

We are no longer seated together

No help, no understanding

Someone with flight anxiety is now expected to sit alone next to a stranger

It’s hard to explain how stressful this is – especially when you specifically paid to avoid exactly this situation.

Yes, flight changes happen. We understand that.

But removing both comfort and a sense of safety, without offering any real solution or accountability, is simply unacceptable.

We expect a refund and compensation – but more importantly, we expect Icelandair to start treating their customers like people, not just booking numbers

I recently flew with Icelandair (booking reference BVF9LO), and this was my second trip with them in the past seven months.

First, I want to highlight the crew, who were consistently excellent on both flights. The staff were friendly, attentive, and highly professional, making the overall journey very pleasant. This level of service is clearly one of Icelandair’s strongest assets.

However, there is one area that could benefit from improvement: the inflight entertainment system. While there is a reasonable amount of content available (movies, series, and music), the way it is organized makes it difficult to navigate. Categories feel mixed together—different genres such as drama, action, and anime appear in the same sections, and the same applies to series and music. This makes browsing unnecessarily confusing.

Additionally, the system feels somewhat outdated. I noticed the same issues during a previous flight seven months ago, which suggests that it may not have been reviewed or updated recently.

Overall, the experience was positive thanks to the outstanding crew, but improving the structure and usability of the entertainment system would significantly enhance the passenger experience and better reflect the high standards of the airline.

Landed KEF airport after overnight flight from New York. Transferred onto KEF to LHR flight. We were stuck on plane for more than 4 hours before we were told flight cancelled . We were not provided with any food or communication from Icelandair which was a breach of duty of care by airline. We were then stuck in baggage reclaim for more than 5 hours and still no food or communication by Icelandair. Eventually transferred by coach for evening meal but no drinks provided so had to buy own drinks. Eventually taken to hotel where we were going to stay night. Not taken directly to hotel and told had to walk last bit with our own luggage. This was very dangerous as steep hill which was very icy . This again was a complete lack of duty of care and our safety was put at risk. When back in UK complained to Icelandair. It took more than 12 weeks for a response.

Hard to understand how this company is allowed to exist. Scammed me out of $900+ and stranded me in Iceland. My layover in Reykjavik was impossible to make due to the wait at border control. After having to respond to the accusatory service representative, she informed me my return flights were cancelled and would not be refunded.

Avoid at any cost! Embarrassment of an airline, unwelcoming staff, horrible and outdated seats, no blankets, no earphones ( pay for them ) no meal, only one time “service” if we can even call it service, pay for junk food on a long haul flight or stay hungry and dehydrated, how this horrible airline can be called a national carrier of Iceland?! NEVER EVER AGAIN! They don’t even deserve to be called low cost, simply DISGRACEFUL!

Deceptive business practices and lack of professionalism
​Subject: Arbitrary cancellation to speculate on prices. Stay away!
​I am writing this review to warn anyone considering flying with Icelandair. My experience has been nothing short of disgraceful, revealing a level of customer management that is unprofessional at best.
​Here are the facts:
​The Bait: I booked a ticket well in advance, taking advantage of an attractive offer. The transaction was confirmed, and payment was processed.
​The Switch: Without any valid technical or operational reason, the airline decided to unilaterally cancel my flight.
​The Harsh Reality: Checking their website just days after the cancellation, the exact same flight is still available for sale, but at a price four times higher than what I originally paid.
​It is crystal clear that Icelandair uses "offers" as bait-and-switch tactics to secure immediate cash flow, only to cancel lower-priced seats and relist them at a massive premium when demand peaks. This is not the policy of a serious airline; it is a form of legalized scalping.
​If you are looking for reliability, look elsewhere. An airline that cancels a purchase contract simply because they regret a low price does not deserve a traveler’s trust. Saving a few euros initially isn't worth the stress of being left stranded.

I bought a ticket for $600, and less than 10 minutes later, my plans changed so I cancelled the flight. According to the 24-hour rule, they are required to refund the full amount. However, they only refunded $28 out of the $600. They are showing about 500% of the ticket price as taxes and fees and refusing to refund them.
Definitely do not use this airline.

Paid for a window seat, checked in online the day before with that seat still selected. Printed boarding pass at the airport and now I'm in a middle seat, what the? They won't do anything because it's the same value seat or whatever, and I was moved due to a family or something. The family can pay their own money to sit together, instead of checking in late and getting to sit together for free.

They suddenly cancelled my trip, not even pick up my calls after 2 hours waiting.
This company easily can be one of the worst airlines in the world

Virtual chatbot put me in a queue to speak with a human agent, and took me out of it when I got to the end. Tried again with the same result as I got to position 1 in the queue. A total of 6 hours wasted and no useful information gathered or any contact at any point with a human agent. Disgraceful.

Traveling with Icelandair was the single worst travel experience I've ever had. My wife and I were visiting Iceland for a short trip for a wedding. We planned far in advance, showed up early to the gate, and were told, oops, we overbooked the flight and only have 1 seat. One of you should fly and only one of you will receive compensation. I booked the hotel and rental car for arrival, so I should just go? How can I go and leave my wife behind? They told us too bad, refused to let us on the plane, and the gate agent left. We were rebooked 24 hours later and it took Icelandair months and countless emails back and forth before they gave only 1 of us the minimum compensation required by law. It was a nightmare and they should be ashamed of treating people so badly.

They cancelled my flight withouth explanations. They only have a useless virtual agent. The human agent is available after a fake queque of over 200 people (there is a program that every 6 minutes update the queque just for you). When you reach the position 1st in queque (usually after 3 hours or so) they close your session (happened to me 6 times). So it's basically a scam

Left baggage with no protection from snow storm for over an hour before loading on plane totally soaked luggage damaged contents. There answer luggage should be made to withstand it service is not there thing

Not a good experience - neck surgery in January - bought their "Standard Protection" based on advice of agent and cancelled flight with agent who stated the refund should be no issue. Submitted documentation for "protection" - and within one day - it was rejected.

By the way - when I submitted the claim business-class.com's attitude changed - and they even stated to me "Standard Protection" is not insurance and it is up to the airline to agree - so what did I ay an addition $600 for - pathetic grifting. And I plan to talk to the insurance commissions in both FL and CO.

After the email on the rejection by business-class.com - I called them. They told me "Icelandair will not do anything". But I am not sure if they were ever contacted - so I called Icelandair as well. They said there was no contact noted in my file.

They told me to call the agency and have them do a 3 way call with me and Icelandair. I called business-class-com and asked them to do this. They said no that is not allowed. And they suggested that I call Icelandair and have them do the 3 way call - called Icelandair ... nope not allowed. I asked Icelandair what I should do - and they said it was up to the travel agency - but clearly Icelandair with over $7000 in their pocket are looking for me to spend more money. Am I on Twilight Zone?

So after over 60 emails, 5 phone calls with business-class.com (and another 5-10 emails to Icelandair and 5 phone calls) I gave up. I have to pay an additional $2000 and my original trip including stops in Paris, Prague, Stockholm, and Iceland is now a direct to London and costing me another $2000 over the $7000 I have already paid. Both Icelandair and business-class.com are awful at customer support.

We booked round trip tickets from RDU to KEF and selected our seats, paying extra for the privilege. Less than a week later we get an email saying with had "gotten off the wait list." We were never on a wait list. I went back and checked the booking and our seat assignments had disappeared for the outgoing leg, and we had double seat assignments for the return. I tried to call, but got a recording saying caller volume was so high they could not respond. I tried the online chat, but after twice waiting more than 2 hours, I was "timed out" just as my number was coming up. This is the worst customer service we have ever experienced. If you are flying to Iceland, avoid Icelandair!