Terrible customer svc to resolve any issue as flight is in progress & after you touch down. Chat feature takes forever, if you decide to not hold for over one hour on the 1-800#, despite being told it would be a 17 min wait at beginning of call (which just kept repeating). THE PROBLEM was that I paid for Econ Std which gave a checked bag allowance (plus c-on & pers bag). No prob on 1st leg from USA, but on thru-plane chg at KEF, was told by gate agent that NOW my carry-on was too long to fit (not weight). Since already had flown on IA to KEF without any issue (easily fit in overhead) I didn’t understand. No option given to check-in at KEF counter and I was then charged Eur 76 ($87) for the gate agent to check my bag. They randomly selected about 3 thru-passengers for this targeted fee. I KNOW that these gate agents are paid commission out of these exorbitant penalty fees, and probably have monthly bonus quotas to hit even higher commissions. I ran this complaint through cust svc chat AND online portal on IA website to have this reversed. They have NO authority to reverse these charges or inclination to do so. This is egregious and wrong in so many ways, especially since this ticket allowed for one bag to be checked, and I did not use that allowance. My advice would be to only check bags with this airline, and bring only a small personal item for your carry-on. Or, be ready to get in an argument with the gate agent at two or three in the morning when you’re most likely not at your best. The flight was basically uneventful outside of this, but know that Customer Service after the ticket is paid for and flight is underway is not a feature of this airline. :-(

DO NOT, UNDER ANY CIRCUMSTANCES, PURCHASE A FLIGHT THROUGH ICELAND AIR!!! I've NEVER written a review before, but the sheer level of incompetence and cruelty I've experienced with this airline forces me to warn every potential customer. I spent $1300 on a flight with Iceland Air, and the day of my flight, my brother tragically passed away. I called the airline to see if they could assist me in dealing with this devastating situation. What I got in return was a complete lack of help, total indifference, and zero empathy. For months, I tried to find a way to reschedule my flight or, at the very least, get any reasonable accommodation. After endless attempts, they finally responded to me via email, and guess what they offered? A laughable refund on a small fraction of the taxes I paid on a $1300 ticket! This company is a disgrace. They are inhumane, unethical, and simply appalling in their treatment of customers. They couldn't care less about human decency or common sense. I will NEVER book a flight with them again. Do yourself a favor and stay far away from this airline--you'll regret it if you don't.

Someone on a previous flight had apparently poured water between the seats and into monitor to be used for watching films and such (I was in business class, 1a). The flight attendant superintendent came by repeatedly and accused me of spilling water on the monitor. I had not. The only thing we later found was that the free plastic bottle of water had rolled into the crease of my seat. It was unopened and so not the source of the problem. The superintendent even went so far as to accuse me of being drunk (!!) even though we were already over 30 minutes into the flight (from KEF to SEA) and I had not had anything to drink in over 4 hours (since the drinks served at the beginning of the previous flight from ARN to KEF. She went so far as to refuse to serve me more than one drink on the flight. I have never been so rudely treated on a flight before, economy or business class. Moreover, when I pointed out that the monitor was not working, the superintendent (she refused to give her name) blamed the malfunction on me (!). I am requesting a full refund for the flight and an apology from Icelandair. I also think the superintendent should be formally reprimanded and, perhaps, given some additional training on simple manners and professionalism. I have been a customer on Icelandair for decades. I may select another airline in the future.